Add or remove characteristics for Centrelink Confirmation eServices (CCeS) businesses 101-09010050

All requests by a CCeS business to add or remove characteristics to its profile must be in writing from an authorised officer.

If the request is to add new characteristics, the business must detail the additional information required and why it is needed. The Third Party Programs team (TPP) must ensure there is a legitimate need for the additional customer information before proceeding to add characteristics to a business record. If there is any doubt, evidence should be requested from the business.

Note: When assessing a request to add or remove characteristics for a business that uses CCeS batch or webservices full consideration must be given to the request before making characteristic updates. This is because additional testing may be required on the part of the business to ensure their system is not disrupted by the update.

A CCeS business should only be given access to the minimum amount of customer information required to enable it to confirm entitlement to a concession, rebate or service.

Access the business record in the following ways:

• Code B in the Env field, ISS in the System field and entering the business record using its Customer Reference Number (CRN)
• Conduct a search for the business if the CRN is unknown, using the Organisation Name Search (ON) screen or the Advanced Organisation Search (OASP) page

• Go to the OSAS screen.
• ‘S’elect the CCS agreement and then select Continue or [Enter]
• On the OSAB screen, select Y against View Org Characteristic Profile and then select Continue or [Enter]
• On the OCTS screen, select S against the Characteristic Enquiry Group to be updated:
• Centrelink Characteristics
• DVA Characteristics
• Superannuation Characteristics. Note: staff will not need to select or update this group. It has default characteristics that are fixed and cannot be changed or updated)
• Select Continue or [Enter]

If updates are needed for multiple Characteristic Enquiry Groups, code the updates separately for each group. This can be done within the same activity.

The OCMS screen allows staff to view or update the market sector that applies to a CCeS business. The market sector generally matches the business category allocated to the business within their CCeS contract.

When a business requires updates to their characteristics, the market sector should not be changed.

If the business currently has:

• standard characteristics, go to Step 5
• non-standard characteristics, go to Step 6

Note: historical pages and information can be viewed by typing in the number of the page in the Page field.

If the business has a standard characteristic profile and staff are updating (adding or removing), update the OCMS screen with the following:

• Select the market sector relevant to the business
• Standard (Y/N) field: N
• Enter details in the Source, DOR code C in the Action field
• Select Continue
• Enter Y in the Confirm field
• Select 'Continue' to go to the Org Characteristics Details (OCCD) screen

(Any change to characteristics in a standard profile will change the business to a non-standard characteristic profile).

Go to Step 7.

If the business has a non-standard characteristic profile and staff are updating characteristics (adding or removing):

• Leave all fields blank on the OCMS screen
• Select Continue or [Enter] to go to the Org Characteristics Details (OCCD) screen

Go to Step 7.

The OCCD screen allows a user to view or update the business’ characteristic profile. For existing CCeS agreements, a Y is displayed next to the characteristics that currently apply to the business:

• Payment Type characteristics (e.g. PEN/NSS/ABY etc.) are displayed in the top section of the screen
• Other characteristics (e.g. HCC/PCC/Address etc.) are then displayed at the bottom

If:

• adding new characteristics, go to Step 8
• removing characteristics, go to Step 9

Note: there are 2 screens that will display a business’ characteristics on the CCS agreement (as indicated by the number in the Column field). When updating characteristic profiles, check both screens and select all existing characteristics allocated to the business on each screen.

To scroll through the screens, use one of the following options in:

• Customer Record- the PF11 and PF10 keys
• Customer First the Move Right and Move Left buttons

Before making any updates to characteristics note down or take a screenshot of the existing characteristics on screen 1 and 2 of the OCCD screen.

To add new characteristics, on the OCCD screen:

• on screen 1:
• Select S against all existing characteristics the business already has (as indicated by a Y)
• Select S against any new characteristics to be added
• Update:
  Source: INT
  DOR: T
  Action: I
• Do not press Continue or [Enter]
• Go to screen 2 to view more characteristics allocated on the business record
• on screen 2:
• Select S against all existing characteristics the business already has (as indicated by a Y)
• Select S against any new characteristics to be added
• Enter I in the Action field
• Select Continue or [Enter]
• Enter today's date in the Start Date field
• Select Continue or [Enter]
• Enter Y in the Confirm field
• Select Continue or [Enter]

If selecting the Date Paid To, Payment End Date, Payment Status and/or Date of Grant characteristics, at least one Payment Type characteristic must be selected or an error will present.

Go to Step 10

Note: there are 2 screens that will display a business’ characteristics on the CCS agreement (as indicated by the number in the Column field). When updating characteristic profiles, check both screens and select all existing characteristics allocated to the business on each screen.

To scroll through the screens, use one of the following options in:

• Customer Record- the PF11 and PF10 keys
• Customer First the Move Right and Move Left buttons

To remove characteristics (if they are no longer required):

• on screen 1:
• Select S only the existing characteristics that are to remain
• Do not select any characteristics that are to be removed (if they are selected in error, they will not be removed)
• Update:
  Source: INT
  DOR: T
  Action: I
• Do not press Continue or [Enter]
• Go to screen 2 to view more characteristics allocated on the business record
• on screen 2:
• Select S only the existing characteristics that are to remain
• Do not select any characteristics that are to be removed (if they are selected in error, they will not be removed)
• Enter I in the Action field
• Select Continue or [Enter]
• Enter today's date in the Start Date field
• Enter Y in the Confirm field
• Select Continue or [Enter]

Go to Step 10

Staff will also need to update the appropriate work unit details when adding characteristics on a business record via the OWUS screen.

Removing characteristics from OSAS will automatically remove them from the work units on OWUS screen.

The OWUS screen allows staff to view a summary of work units that are currently attached to a business. Note: new work units cannot be added to an existing business record.

Go to the OWUS screen.

If adding characteristics:

• On the OWUS screen, select S the CCS Work Unit. Select Continue or [Enter]
• On the OWUD screen, select Continue or [Enter]
• On the OCTS screen, select S against the appropriate Characteristic Enquiry Group (Centrelink or DVA). Select Continue or [Enter]
• On the OCCD screen:
• Select S against all existing characteristics the business already has, as indicated by a Y, as well as any new characteristics just added
• Code footer details with Action field C and select Continue or [Enter]
• Confirm Y and select Continue or [Enter]
• Go to Step 11

If removing characteristics:

• Select Continue or [Enter]
• Go to Step 11

Are there other Characteristic Enquiry Groups to be updated?

• Yes. Repeat Steps 3 to 10 in this table ensuring to select the next group to be updated via the OCTS screen
• No. Select Continue or [Enter] and go to Step 12

Note: Characteristic updates are immediate once the activity has been completed (For Example the activity will auto complete and you don’t need to enter a ‘Y’ to complete the activity).

• Check your updates are correct before finalising the activity. Any business that uses CCeS webservices will start to get different responses straight away, and incorrect characteristic updates can disrupt the CCeS service for the business.
• Once you have confirmed updates are correct, go to the AR screen and complete the activity to finalise updates.

The business can be notified by email that the request to add or remove characteristics is complete.

Add a DOC to the record to detail the updates made, including the name of the authorised officer who made the request to change the characteristics.

All requests by a CCeS business to add or remove characteristics to its profile must be in writing from an authorised officer.

If the request is to add new characteristics, the business must detail the additional information required and why it is needed. The Third Party Programs team (TPP) must ensure there is a legitimate need for the additional customer information before proceeding to add characteristics to a business record. If there is any doubt, evidence should be requested from the business.

Note: When assessing a request to add or remove characteristics for a business that uses CCeS batch or webservices full consideration must be given to the request before making characteristic updates. This is because additional testing may be required on the part of the business to ensure their system is not disrupted by the update.

A CCeS business should only be given access to the minimum amount of customer information required to enable it to confirm entitlement to a concession, rebate or service.

Access the business record in the following ways:

Code B in the Env field, ISS in the System field and entering the business record using its Customer Reference Number (CRN)

Conduct a search for the business if the CRN is unknown, using the Organisation Name Search (ON) screen or the Advanced Organisation Search (OASP) page

Go to the OSAS screen.

‘S’elect the Income Confirmation agreement (IAS/IAB or IHS/IHB) being updated

‘S’elect Continue or [Enter]

On the OSAD screen, select Y against View Org Characteristic Profile and then select Continue or [Enter]

The OCMS screen allows staff to view or update the market sector that applies to a CCeS business. The market sector generally matches the business category allocated to the business within their CCeS contract.

When a business requires updates to their characteristics, the market sector should not be changed.

If the business currently has:

• standard characteristics, go to Step 5
• non-standard characteristics, go to Step 6

Note: historical pages and information can be viewed by typing in the number of the page in the Page field.

If the business has a standard characteristic profile and staff are updating (adding or removing), update the OCMS screen with the following:

• Select the market sector relevant to the business
• Standard (Y/N) field: N
• Enter details in the Source, DOR code I in the Action field
• Select Continue
• Enter Y in the Confirm field

Select 'Continue' to go to the Org Characteristic Income Details (OCID) screen

(Any change to characteristics in a standard profile will change the business to a non-standard characteristic profile).

Go to Step 7

If the business has a non-standard characteristic profile and staff are updating characteristics (adding or removing):

• Leave all fields blank on the OCMS screen
• Select Continue or [Enter] to go to the Org Characteristic Income Details (OCID) screen

Go to Step 7

The OCID screen allows a user to view or update the business’ characteristic profile. For existing CCeS agreements, a Y is displayed next to the characteristics that currently apply to the business:

If:

• adding new characteristics, go to Step 8
• removing characteristics, go to Step 9

Before making any updates to characteristics note down or take a screenshot of the existing characteristics on the OCID screen.

• To add new characteristics, on the OCID screen:
• Select S against all existing characteristics the business already has (as indicated by a Y)
• Select S against any new characteristics to be added
• Update (if required):
• Source: INT
• DOR: T
• Action: C
• Select Continue or [Enter]
• Enter today's date in the Start Date field (if required)
• Select Continue or [Enter]
• Enter Y in the Confirm field
• Select Continue or [Enter]

Go to Step 10

To remove characteristics (if they are no longer required):

Select S only the existing characteristics that are to remain

Do not select any characteristics that are to be removed (if they are selected in error, they will not be removed)

Update (if required):

Source: INT

DOR: T

Action: C

Select Continue or [Enter]

Enter today's date in the Start Date field (if required)

Enter Y in the Confirm field

Select Continue or [Enter]

Go to Step 10

Note: Characteristic updates are immediate once the activity has been completed (For Example the activity will auto complete and you don’t need to enter a ‘Y’ to complete the activity).

• Check your updates are correct before finalising the activity. Any business that uses CCeS webservices will start to get different responses straight away, and incorrect characteristic updates can disrupt the CCeS service for the business.
• Once you have confirmed updates are correct, go to the AR screen and complete the activity to finalise updates.

The business can be notified by email that the request to add or remove characteristics is complete.

Add a DOC to the record to detail the updates made, including the name of the authorised officer who made the request to change the characteristics