Customer consent for Centrelink Confirmation eService (CCeS) 101-09010030

Customer arrangement

Who can sign the CCeS consent form

Evidence required from business

Public and State Trustee, Guardianship and Administration

Consent can be signed by the trustee, guardian, administrator

Public Trustee/Guardianship/Administration orders can act in the place of a signed customer consent form.

It is up to the business to confirm the authority of Public Trustee/ Guardianship/Administration orders before allowing any action on behalf of the customer.

Service Officers can check the NOLS screen or if there is a DOC on record to confirm Public Trustee/ Guardianship/Administration status.

Only request the consent record during a compliance review if Public Trustee/ Guardianship/Administration arrangements are not on the NOLS screen or DOC on record.

Power of Attorney (POA)

Consent can be signed by the person holding the POA

Require the Power of Attorney information to be attached to consent form.

Service Officers can check the NOLS screen or if there is a DOC on record to confirm POA arrangements.

Payment nominees:

Person receives customer’s payments into an account managed by payment nominee

Consent can be signed by customer. A Payment nominee cannot sign a consent form on behalf of customer

N/A

Correspondence nominees: person who is able to complete most acts required by the customer

Consent can be signed by customer or correspondence nominee (listed on the NOLS screen)

When a person becomes a ‘correspondence nominee’ for a Centrelink customer, they get an ‘appointment letter’ advising of the arrangement. The business can ask the ‘correspondence nominee’ for a copy of the letter, they can use this to confirm the appointment of the nominee.

The business must also ensure they have properly identified that the person holding the letter is the person named on the correspondence (ID them).

Person Permitted to Enquire (PPE):

Customers can give permission for individuals such as partners, friends, parents, or for organisations to enquire on their behalf. This is known as PPE and is not a nominee arrangement.

Consent must be obtained by customer. A PPE cannot sign a consent form on behalf of a customer

N/A

Item

Digital and electronic signatures checklist

1

Customer identifiers must be provided by customers, not verified by them. No pre-populated forms.

2

Consent includes additional wording from the CCeS procedural guide:

• ‘I confirm that the electronic signature in the consent form represents my signature.
• I consent to signing the form electronically and I confirm that my signature is legally binding.’

3

Audit trail for email must include date, time and customer email address as a minimum. Email and attachments stored in a secure and auditable system.

Note: this is considered a written consent record signed with a digital or electronic signature.

4

Audit trail for online portal must include date and time and either customer’s email address, IP address or portal user name and evidence of a proper customer identity authentication process.

Note: this is considered electronic consent record signed with a digital or electronic signature. Screenshots of the online process must be provided to the agency for review.

Item

Description

1

Standard wording- transfer of consent

From {DATE} {NEW BUSINESS} will be providing your {SERVICES EG/ WATER, ELECTRICITY, MOBILE PHONE} service/s. Any government concessions that currently apply to your {OLD BUSINESS} account will be carried over to {NEW BUSINESS}. {NEW BUSINESS} will use the consent you provided to {OLD BUSINESS} to use Centrelink Confirmation eServices to obtain information from Services Australia to confirm your eligibility for any concession/rebate or service.

You don’t have to do anything for this to happen. If you would prefer that Service Australia didn’t confirm your eligibility for concessions/rebates or service you can call {NEW BUSINESS} on {CONTACT NUMBER} to withdraw your consent. If you do withdraw your consent for {NEW BUSINESS} to use Centrelink Confirmation eServices, you will need to prove your eligibility for concessions/rebate/service another way.