Employer registration for Parental Leave Pay (PPL) 043-02040010

To access PPL Services in Business Hub (Bhub):

• employers with Australian based users must register online for a Provider Digital Access (PRODA) account
• examples of Australian based users are personnel and Human Resources (HR) staff

Existing users registered in PRODA can access PPL Services through their myID.

To participate in the PPL scheme employers must have an Australian Business, confirmed by an Australian Business Number (ABN).

The Resources page has links to:

• Bhub webpage
• PRODA webpage, and
• Paid Parental Leave scheme for employer's webpage

If an Australian organisation has users who work overseas, these users may not be able to register for PRODA to access Bhub. This is because they are unable to satisfy PRODA authentication requirements.

For example, an overseas payroll section working for an Australian organisation and the overseas user is unable to meet Australian identity checks.

Is the employer able to register for PRODA to access Bhub online?

• Yes, go to Step 2
• No:
• non PPLEPT staff refer the employer to the PPL Employer Processing Team. Procedure ends here
• PPLEPT staff go to Step 3

If the employer does not have overseas users, procedure ends here.

• If the employer has overseas users and they are unable to register for PRODA:
• non PPLEPT staff refer the employer to the PPL Employer Processing Team. Procedure ends here
• PPLEPT staff, go to Step 4

In some instances, an employer may not be able to, or does not want to, register for online services. This may be due to the employer's location being remote with limited or no internet access.

The PPLEPT helps the employer choose the registration services they need to manage their PPL employer obligations.

If an employer has:

• overseas based users - for example HR and personnel. If the employer has difficulties registering for PRODA to access Bhub online, refer them to the:
• PRODA helpdesk. The eBusiness staff will confirm the employer and overseas users have the necessary Australian identification requirements to register for PRODA and/or
• PRODA registration information. Resources has a link
• Procedure ends here
• overseas users who cannot register for PRODA to access Bhub, go to Step 4
• limited or no internet access - for example the employer is in a remote area. If they cannot do their PPL business online or refuse to use online services, go to Step 6

If an authorised representative of an organisation advises the PPLEPT that the PRODA helpdesk has confirmed their overseas users cannot register for PRODA:

• the PPLEPT must tell the employer that access to CBOS for their overseas user will only be provided if the organisation has:
• registered for PRODA and PPLS in Bhub. Refer the employer for registration, and
• replied to the RFI to access CBOS for PPL email template and provided the required details

Once registered for Bhub the organisation will have access to both systems and continue to use CBOS until overseas users are transitioned.

After the employer confirms the individual's PRODA registration, the PPLEPT will:

• ask for the authorised representative of the organisation's email address
• advise the agency will email them requesting their contact details and those of their overseas users

When the email address is confirmed:

• update the address in the system, if required
• send the authorised representative the approved RFI to access CBOS for PPL email template from the PPLINFO mailbox. Resources also has a link
• do not save and attach the template to the email. Instead, copy and paste the approved email template wording into the body of the email. Do not edit or add unapproved wording to the body of the email text

Note: the template allows the employer to give their own details and those of their overseas users who they nominate to act on behalf of the organisation. Do not change the template in any way. Always email the template from the PPLINFO mailbox.

DOC the employer record to reflect the discussion. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact.

Close the DOC.

The authorised representative or an unauthorised contact may email the RFI to access CBOS for PPL purposes template. When the email is sent from a user who is not the authorised representative (Australian based), make a genuine attempt to contact the authorised representative (Australian based).

Note: international contacts cannot register an organisation.

Has the authorised representative of the organisation replied to the email template providing their own and the nominated overseas user's details?

• Yes:
• Upload and attach to the employer's record the email template that lists the authorised representative of the organisation and nominated overseas user's details
• Go to Step 6
• No:
• Send the contact (international) the approved PLP International Employer - No CBOS User ID email template from the PPLINFO mailbox. Resources page also has a link
• Do not save and attach the template to the email. Instead, copy and paste the approved email template wording into the body of the email. Do not edit or add unapproved wording to the body of the email text
• On the employer record, use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• Close the DOC
• Identify whether Centrelink Assisted Dispute Resolution (CADR) process should commence. See Assisted dispute resolution for employer determination for Parental Leave Pay
• Procedure ends here

To determine if an organisation has registered for PRODA and PPL Services in Bhub and to identify the organisation's nominated users:

• Go to Process Direct
• Select Business Hub Access Management
• Search using the PPE organisation CRN (10 characters with no spaces in between)
• Select the organisation
• Select Organisation Details
• Paid Parental Leave displays under Business Function(s)
• Select Personnel (to identify users linked to the organisation)

Is the organisation registered for PRODA and PPL Services in Bhub?

• Yes, and it is:
• already registered for CBOS, go to Step 12
• not registered for CBOS, the PPLEPT must register the organisation for CBOS, go to Step 7
• No, the employer is not able to or refuses to register for PRODA and PPL Services in Bhub, go to Step 7

In Process Direct, select the Organisation Summary tile. This shows the Search Organisation/Personnel screen.

• On the Search Criteria screen:
• Key the Organisation Name or
• Select the ID type from the drop down and update
• Select Go

If currently in an Employers PPE record, check the Linked Organisations (ORGL) screen for any existing linked PPX records.

Are both PPE and PPX records for the organisation located?

• Yes:
• Check the details to ensure the correct record has been found
• Go to Step 11
• No:
• If only PPE exists, create a new PPX record, go to Step 10
• If only PPE exists, and not all screens have been coded or updates are required, go to Step 9
• If neither PPE nor PPX records exist, create a new PPE and PPX record, go to Step 8

Before creating a new organisation record, ask the employer to email the required information to create a new PPE/PPX record that includes the written acceptance. See Delivery of Paid Parental Leave.

The email must include:

• Australian Business Number (ABN)
• business name
• address
• Access Manager contact details
• business payment destination details
• pay cycle details
• number of employees

Only create a PPE organisation record, in Process Direct after the employer has provided the required information and the written acceptance:

First, complete a thorough search via the Organisation Summary tile on the Search Organisation/Personnel screen. After entering the available organisation details, select Go.

If the correct organisation record is not available in the Search Results, select Create Org CRN at bottom right.

• Update Organisation Details:
• Service Reason: PPE
• Stakeholder Code: PPL

On the Create organisation CRN screen, complete the following fields:

• the BUS Name, TRA name and ABN fields
• add the organisation's physical and postal addresses
• if required, add the nominated overseas user's details and their position from the email sent by the authorised representative of the organisation. Services Officers must code the Position: field
• add the phone number or follow up with organisation if not provided
• add the email details of the nominated overseas user

Select Create to create the PPE record.

Before making updates, ask the employer to email the required information.

Note: make sure relevant PPE screens are complete and only create a new PPX record when the employer has provided the required information within the written acceptance.

To update the Employer opt in option and number of employees in Process Direct:

• Key Start into the Super Key and select PPL Update Organisation workflow from the Task Selector
• Select PPL Business Line (P1BL)
• Select Start
• Select Add
• Employer opt in option: select the relevant option from the drop down
• Number of employees: select the relevant option from the dropdown
• Select Save
• Update Receipt date, Channel and Service Reason fields
• Select Save
• Select Assess

This activity and finalisation note will auto complete.

The following options can be updated as necessary via the PPL Update organisation workflow from the Task Selector:

• Organisation Contact Summary (OSCS)
• Address (ADH)

To add new details, select Add or to edit existing details select the Edit.

To create a new PPX organisation record, go to Step 10.

Note: make sure relevant PPE screens are complete and only create a new PPX record when the employer has provided the required information within the written acceptance.

Where possible, PPLEPT staff member is to:

• remain on the call,
• wait for the email, and
• action the relevant registration information and acceptance

The employer email must have included the following details of the organisation:

• information to identify both the employer and employee (if relevant), including:
• employee's full name
• employee's claim reference number
• employer's Australian Business Number (ABN)
• business bank account information which will identify an account held and maintained by the employer, into which PPL funding amounts can be paid by Services Australia, including:
• the employer's business bank account number
• the employer's business BSB number
• the name in which the account is held
• the name of the financial institution
• the relevant pay cycle information for the employee, including:
• payment delivery frequency from Services Australia
• the employee's usual pay period (weekly, fortnightly or monthly)
• next pay date
• next paid up to date
• next cut off for the business's pay processing
• employer opt-in status
• number of employees for the business

In Process Direct within the PPE record:

• Key Start into the Super Key and select the PPL Update Organisation workflow from the Task Selector
• Select PPL Payroll Summary
• Select Start
• On the Parental Leave Pay (PPL) Summary (P1PS) screen select Add

In the Create PPL payroll complete the following:

• Payroll name
• Payment delivery frequency
• Pay cycle
• Cut off date for pay processing (dd/mm/yyyy)
• Employee next pay date: (dd/mm/yyyy)
• Employees paid to date (dd/mm/yyyy)
• BSB
• Account number
• Account title
• Output method
• Select Save
• Update Receipt date, Channel and Service Reason fields
• Select Assess
• Select OK

This activity will auto complete.

Where the employer is still on the phone:

• advise any relevant payment delivery dates and amounts
• confirm that all correspondence will be sent by mail

Overseas based users registering for CBOS will get correspondence via Organisational Online Mail (OOM).

Employers who are unable or refuse to register for business online services get correspondence via mail.

To update the method of contact:

• Key Start into the Super Key and select PPL Update Organisation workflow from the Task Selector
• Select Organisation contact Summary
• Select Start
• On the Organisation contact summary (OSCS) screen select Add

In the Add organisation contact:

• Start date: key the date the instruction takes effect
• Name: key the name of the contact
• Position: select the relevant option from the drop down
• Preferred contact method: select MAIL
• Complete any remaining details for the contact person on the business
• Select Save
• Update Receipt date, Channel and Service Reason fields
• Select Save
• Select Assess
• Select OK
• Go to Step 12

Use the Customer Reference Number (CRN) listed in the PPL CBOS registration. The CRN is found in the Record Outcome screen next to the Business Line CRN.

Record interactions or action taken on the employer record using Fast Note - select Auto text, use Families > PPLEPT > CBOS online registration. Do not record proof of identity evidence in the DOC.

Close the DOC.

Go to Step 13.

Note: only limited PPLEPT staff can access RAMB.

To register an organisation role in Registrations and Access Management (RAMB), see Table 2.

To update an organisation role in Registration and Access Management (RAMB) see Table 3.

Only limited PPL Employer Processing Team (PPLEPT) Local Peer Support (LPS) staff can access RAMB.

Staff can submit a request for assistance, using Tier 1 - Request for LPS Assistance - Centrelink online form.

For staff who can access RAMB, via myHSI, from the dropdown menu under the 'My Tools' heading:

• go to RAMB
• to ensure the Organisation is registered, from the Manage Organisation heading, Select View/Update Organisation
• search by the organisation:
• Name
• CRN (ABE) or
• ABN
• Select Continue

Does the organisation already exist in RAMB?

• Yes, see Table 3 > Step 1 to add or update access to an overseas user
• No, go to Step 2

• Go to Create Organisation
• Select Registered business from Organisation Type
• Enter the Organisation's:
• ABN
• CRN (ABE)
• name
• ID (create using initials of the organisation name - must contain a minimum of 4 characters)
• contact name
• contact number

Organisation Manager Access

• Access Manager
• Paid parental Leave Business Contact

Business Line Access

• MYOD Paid Parental leave Setting
• MYOD View Bank Details
• MYOD View Contacts
• MYOD View Business Details
• OOM Basic Access
• OOM Letter Component
• OOM Paid Parental Leave Reports
• PASS View and update Service
• UGG Employment Separation Certificate Lodgement
• select Continue – this will generate the Organisation User ID
• select Finalise

This will generate an Organisation User ID, go to Step 4.

Copy Org ID and select 'Create Work Unit' located under the Manage Work Unit heading.

Enter the following details:

• Work Unit ID: PPL - 001
• Work Unit Name: PPL
• Work Unit Description: PPL
• select Continue

Go to Step 5.

In Customer First annotate the Employer Online Support DOC to include the following:

• ‘The Authorised Officer of the organisation has requested overseas user(s) access to Centrelink Business Online Services. Organisation did not exist in RAMB. Organisation has been registered and allocated access roles in RAMB.
• Organisation user ID created.’

To add or update access to an overseas user, see Table 3 > Step 1

Most employers will do their PPL business with Services Australia through Bhub.

Some Australian Businesses who have overseas users will need to update user or employer details in Registration and Access Management for Business (RAMB).

Requests to add an overseas-based user to RAMB can be received by phone or in writing.

All overseas users must try to register with PRODA. Some overseas users may have Australian identification documents to confirm their identity in PRODA.

An overseas user will confirm with PRODA helpdesk - eBusiness they are not able to register. This is because they do not meet Australian Proof of Identity requirements.

If an authorised representative of an organisation has confirmed their overseas users cannot register for PRODA:

• The PPLEPT must tell the employer that access to CBOS for their overseas user will only be provided if the organisation has:
• registered for PRODA and PPLS in Bhub. Refer the employer to the Bhub webpage for registration, and
• replied to the RFI to access CBOS for PPL email template and provided the required details

Once registered for Bhub the organisation will have access to both systems and continue to use CBOS until overseas users are transitioned.

Before creating a new user ID, the overseas user must provide details to pass an identity check.

Proof of identity can be obtained verbally, and can include:

• full name and their association with the business
• organisation's Customer Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• contact details such as their email, phone number and country where they are located

If a new user ID is created or if the overseas user has an existing user ID:

• check the user's record in RAMB, and
• update if required:
• enter International as the employee ID, and
• PPL as the service code

Note: including the word International will identify the user is located overseas and not Australian based

Has their identity and association with the business been confirmed?

• Yes, go to Step 2
• No, the user cannot be added. Do not create a user ID:
• Make one genuine attempt to contact the employer to advise of the information required to add a user. If unable to establish contact, send the approved Employer request to contact – Domestic or International (as appropriate) from the PPLINFO mailbox. These emails must only be used in approved circumstances
• On the employer record, use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact. Include the following text:
  contact attempt made on <insert date and time> on following phone numbers <insert phone numbers>.
• Close the DOC
• Procedure ends here

Only limited PPLEPT Local Peer Support (LPS) staff can access RAMB.

Staff can submit a request for assistance, using Tier 1 - Request for LPS Assistance - Centrelink online form.

Staff can access RAMB via myHSI.

When in RAMB, select View/Update Organisation to ensure the Organisation is registered:

• Enter the ABN to search for the Organisation ID
• Copy the Organisation ID
• Paste/enter the 4 character Organisation ID
• Select Continue

Does the user already exist in RAMB?

• Yes, go to Step 4
• No, go to Step 3

To register a new overseas contact:

• select View/Update User under the Manage User section, re-enter the 4 character Organisation ID
• select Continue
• check the list of registered users
• if the new overseas contact does not exist, they must give details so their identity can be checked, this is so a user ID can be created. Proof of identity can be done verbally, and can include:
• full name and their association with the business
• organisation's Customers Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• contact details such as email, phone number and the country where they are located
• once sufficient information has been provided:
• select Register User under the Manage User section
• enter the user's details:
• first name
• last name
• employee ID (must enter the word International and use service code PPL), and
• contact details

Add the relevant roles in RAMB as requested by the overseas contact.

• select Continue
• tick the I Accept box
• select Continue

Does the overseas user have the required roles?

• Yes, go to Step 5
• No, depending on the role requests, add the roles listed below

Universal section:

Business Line Access

Unified Government Gateway

• UGG Employment Separation Certificate Lodgement

Paid Parental Leave section:

Organisation Manager Access

• Paid Parental Leave Business Contact

Business Line Access

Manage Your Organisation Details (MYOD)

• MYOD Paid Parental Leave setting
• MYOD View Bank Details
• MYOD View Business Details
• MYOD View Contacts

Organisational Online Mail (OOM)

• OOM Basic Access
• OOM Letter Component
• OOM Paid Parental Leave Reports

Parental Assistance Support Service (PASS)

• PASS Update and View Service

Note: MYOD, OOM Basic Access and OOM Letter Component should already be selected if the organisation already has an existing PPL account.

When all roles and details have been added and completed, select Finalise (only once) to ensure duplicate user IDs are not created.

If the overseas user:

• needs a new user ID or temporary password, go to Step 5
• does not need a new user ID or temporary password, go to Step 7

If the overseas user:

• is on the phone, give them the user ID and temporary password verbally. Stay on the phone until they confirm they have changed their temporary password. Go to Step 7
• is not on the phone, make one genuine attempt to contact the overseas user to provide the User ID and temporary password verbally

Was contact successful to the overseas user?

• Yes, give them the user ID and temporary password verbally. Stay on the phone until they confirm they have changed their temporary password. Go to Step 7
• No, go to Step 6

If the overseas user is not available at time of contact attempt:

• send the following two approved emails separately from the PPLINFO mailbox to the email address provided in the CBOS registration:
• Employer request to contact – Domestic or International (as appropriate)
• Temporary password
• annotate the Employer Online Support DOC to include the following (Do not record the password in the DOC):
• CBOS user name: <insert full name>
• Identity and association with the business has been confirmed. <record details about the proof of identity documents provided>
• User’s association with the business <insert role>
• Country where overseas user is based: <insert country>
• User already in RAMB: Yes / No
• Overseas roles added: Yes / No
• New user ID / temporary password created: Yes / No
• Unsuccessful attempt to provide user ID / temporary password to overseas contact.
• Employer request to contact (Domestic or International) and Temporary password email sent.

Procedure ends here.

Annotate the Employer Online Support DOC to include the following (Do not record the password in the DOC):

• CBOS user name: <insert full name>
• Identity and association with the business has been confirmed. about the proof of identity documents provided.
• User’s association with the business <insert role>
• Country where overseas user is based: <insert country>
• User already in RAMB: Yes / No
• Overseas roles added: Yes / No
• New user ID / temporary password created: Yes / No
• Successfully contacted the overseas user to provide user ID / temporary password. The user changed their temporary password while on the call.

Update the OSCS screen where required.

If the request was received via email, file the email in the relevant 'month' folder in the PPLEPT mailbox.

If the organisation has requested more overseas users to have access, go back to Step 1.

If the request is to:

• remove the overseas user for PPL - RAMB, go to Step 2
• update details for a registered overseas user for PPL - RAMB, go to Step 3
• reset password reset - RAMB, go to Step 5
• lock the overseas user for PPL - RAMB, go to Step 6
• unlock the overseas user for PPL - RAMB, go to Step 7

From the Organisation screen in RAMB:

• select View/Update User
• enter the Organisation ID to display all users, or in the User Search box, enter the full user ID, if available, select Continue

Select the user ID to be removed:

• select Remove User
• tick the box Do you want to remove the eBusiness User Account
• select appropriate Remove user reason from the dropdown menu
• select Finalise, the screen will confirm the user was removed

To update the Organisation Summary (OSCS) screen in Process Direct:

• Key Start into the Super Key and select PPL Update Organisation workflow from the Task Selector
• Select Organisation Contact Summary (OSCS)
• Select Start
• Remove the relevant contact by selecting Delete icon
• Select Save
• Update Receipt date, Channel and Service Reason fields
• Select Save
• Select Assess
• Select OK
• DOC the employer record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• Close the DOC

Procedure ends here.

To action a request to amend or add details to an already registered user, PPLEPT must do an identity check with the overseas user.

Proof of identity can include:

• full name and their association with the business
• organisation's Customers Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• contact details such as email, phone number and the country where they are located

If PPLEPT is not satisfied with the identity details:

• try to contact the user:
• Use the known contact details already on record
• If a phone attempt is unsuccessful, send the approved Employer request to contact – Domestic or International (as appropriate) email to the employer from the PPLINFO mailbox

Are identity requirements satisfied?

• Yes:
• Follow normal procedures to identify the user
• Confirm the requested information and update overseas user details in RAMB
• Go to Step 4
• No:
• Do not change or update user details
• DOC the employer’s record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact. Include the following text:
  contact attempt made on <insert date and time> on the following phone numbers <insert phone numbers>.
• Close the DOC
• Procedure ends here

• Go to the Organisation screen
• Select View/Update User
• Enter the Organisation ID to display all users, or in user search at the bottom, paste the full user ID, if available, select Continue
• Select the appropriate user ID to edit, select Change Details
• Edit the information that requires updating
• Enter International in the employee ID field and PPL as the service code
• Select an appropriate 'change reason' from the dropdown menu
• Select Finalise

To update the Organisation Summary (OSCS) screen in Process Direct:

• Key Start into the Super Key and select PPL Update Organisation workflow from the Task Selector
• Select Organisation Contact Summary (OSCS)
• Select Start
• To edit/amend on the OSCS screen, select Edit of the Organisation contact to be updated
• Update required fields
• Select Save
• Update Receipt date, Channel and Service Reason fields
• Select Save
• Select Assess
• Select OK
• DOC the employer’s record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• Close the DOC

Procedure ends here.

Before issuing a new temporary password check:

• the contact person's details against the user ID
• the overseas user's identity details. Proof of identity can include:
• full name and their association with the business
• organisation's Customers Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• contact details such as email, phone number and the country where they are located

From the Organisation screen in RAMB:

• select View/Update User
• enter the Organisation ID to display all users or in the User Search box, enter the full user ID, if available. Select Continue

Select the user ID:

• Enter International in the employee ID field
• Select Reset Password
• Tick the box Reset the eBusiness User's Password
• Select Finalise
• Email the temporary password using the approved Temporary Password email to the employer from the PPLINFO mailbox

In Process Direct:

• DOC the employer’s record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• Close the DOC

Procedure ends here.

PPLEPT has received an email requesting to lock or suspend the registered user as they are going on leave but returning to the job.

RAMB:

• Go to the Organisation screen
• Select View/Update User
• Enter the Organisation ID to display all users; or in user search at the bottom, paste the full user ID if available, select Continue
• Select the user ID to be locked
• Enter International in the employee ID field
• Select Lock Password
• Tick the box Do you want to lock the eBusiness user's password
• Select an appropriate Lock Password reason from the dropdown menu, then select Finalise

Note: the user will remain in RAMB but will not be able to login until the password is unlocked.

In Process Direct:

• DOC the employer’s record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• Close the DOC

Before unlocking the user, PPLEPT must be satisfied the registered user is located overseas by identifying the:

• country where the user is located
• user's address
• user's phone number. For example, it includes an international prefix

Once PPLEPT has identified the registered user is located overseas, go to RAMB:

• Go to Organisation screen
• Select View/Update User
• Enter the Organisation ID to display all users or in user search at the bottom, paste the full user ID if available, select Continue
• Select the user ID to be unlocked
• Check the word International is in the employee ID field. Update if required
• Select Activate Password
• Tick the box Do you want to Activate the user's Password
• Select an appropriate Activate Password reason from the dropdown menu
• Select Finalise

In Process Direct:

• DOC the employer’s record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact. Include, the users details that satisfied the overseas requirement. For example. Location
• Close the DOC

When contact is made with an employer, check the Organisation Contact Summary (OSCS) screen in Process Direct to confirm the listed authorised representative. See Resources for information on access role definitions.

If the organisation is registered for Business Hub (Bhub), compare the details under the Business Hub Access Management tile in Process Direct.

Centrelink Business Online Services (CBOS) transitioned employers

When Bhub replaced CBOS, employers had a period to transition to Bhub before CBOS was locked. In this transition, the authorised officer/contact roles were not auto selected by the system, therefore Process Direct and the OSCS screen are not aligned.

If an authorised contact has transitioned to Bhub from CBOS, they are automatically classed as the Authorised Officer for PPL purposes. Tick the Authorised Officer role in Process Direct to then show the employer contact correctly on the OSCS screen. If multiple entries display for this authorised representative, keep the authorised officer role and end date all other entries on the OSCS screen.

A contact located overseas on the OSCS screen will have 'INTERNATIONAL' recorded in the position field. Staff are not to end date these contacts, as they interact with Services Australia in CBOS because they are unable to access Bhub.

Authorised officer/contact updates on the OSCS screen:

• if an existing authorised contact is no longer an authorised representative for the organisation, go to Step 2
• if an authorised representative displays multiple times on the OSCS screen, go to Step 3
• if the organisation has Bhub access, but the individual authorised contact has not transitioned to Bhub, go to Step 4
• if an authorised representative has a preferred name, go to Step 6

The employer may advise that an existing authorised representative is no longer acting in that role for the organisation.

Do not make any updates to the OSCS screen until another replacement Authorised Officer is added to the record in Process Direct.

There must be at least one Access Manager recorded in Bhub before end dating any old contacts.

Does the organisation have Bhub access?

• Yes, for updating employer contacts in Bhub, see Managing personnel and updating details in Business Hub. Procedure ends here
• No, go to Step 5

If an authorised representative has multiple access roles (for example, contact officer and authorised officer), duplicate lines will show on the OSCS screen.

Duplicate lines may create where a previous Centrelink Business Online Services (CBOS) user becomes a Bhub user. The duplicating line can result in email notifications generating for each access role the contact is assigned.

If multiple entries are displaying on the OSCS screen for the authorised representative, and:

• the authorised officer role is one of the entries, keep the authorised officer role and end date all other entries on the OSCS screen via the PPL Update Organisation workflow from the Task Selector, go to Step 5
• the authorised officer role is not one of the entries, keep the contact officer role and end date all other entries on the OSCS screen via the PPL Update Organisation workflow from the Task Selector, go to Step 5

Where the organisation has transitioned to Bhub, there may be authorised contacts listed on the OSCS screen who have not transitioned to Bhub.

Before any updates can be made to the OSCS screen, in Process Direct, select the Business Hub Access Management tile to check if there is a current authorised officer. An individual contact may advise that the authorised officer has left the business and no one else was given that role. An employer contact is unable to assign the authorised officer role to themselves.

Is there a current authorised officer?

• Yes, end date contacts not listed in Business Hub Access Management. Go to Step 5
• No, and in PD, authorised officers listed:
• Tell the employer the organisation needs to nominate an authorised officer and an access manager in Bhub
• DOC the employer record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact. Include the following text:
  No updates required.
• Close the DOC
• Procedure ends here
• No, and in PD, no other authorised officers are listed:
• The PPLEPT service officer (SO) will need to do a POI check and check the users association with the organisation, refer to Managing personnel and updating details in Business Hub
• PPLEPT SO if satisfied will need to tick the authorised officer role on behalf of the employer contact
• DOC the employer record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• Close the DOC
• Procedure ends here

Do not update the OSCS screen if the business has registered for PRODA. Action these in Process Direct using the Business Management tile.

The only updates staff can make to the OSCS screen are:

• End dating contacts
• Updates to preferred method of contact from EMAIL to MAIL
• If the EMAIL field has an email address recorded, remove email address
• Updating Position field to INTERNATIONAL for overseas users
• Replacing the word CONTACT in the position field with AUTHORISED where the Authorised Officer field was incorrectly end dated
• Add additional contact(s) for PRODA refusal only. This is to be a written request from the person who notified the PRODA refusal

If updates are required to the OSCS and meet one of the above reasons, in Process Direct:

• Key Start into the Super Key and select PPL Update Organisation workflow from the Task Selector
• Select the Organisation Contact Summary
• Select Start
• To edit/amend on the Organisation Contact Summary (OSCS) screen, select the Edit of the Organisation contact to be end dated and update
• Select Save
• Update Receipt date, Channel and Service Reason fields
• Select Save
• Select Assess
• Select OK
• DOC the employer record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• close the DOC
• procedure ends here

The authorised contact may notify that they have a preferred name. They need to be informed that for legal documents they are to record their legal name and not their preferred name.

To record or amend a preferred name, in Process Direct:

• Key Start into the Super Key and select PPL Update Organisation workflow from the Task Selector
• Select Organisation Contact Summary (OSCS)
• Select Start
• To edit/amend on the Organisation Contact Summary (OSCS) screen, select Edit of the Organisation contact name requiring the update
• In the Notes field, record or amend the preferred name

The preferred name is not to be recorded in any other fields on the OSCS:

• Select Save
• Update Receipt date, Channel and Service Reason fields
• Select Save
• Select Assess
• DOC the employer record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer Inbound contact
• Close the DOC
• Procedure ends here