Managed Service Plan (MSP) - Implementing 104-07050030

Once an MSP is approved the customer must be advised of the decision to implement it. Every attempt must be made to contact the customer by phone to explain the MSP including:

• the reasons for implementation
• the duration of the MSP
• the way the customer can interact with Services Australia

Note: there may be exceptional circumstances when it is appropriate to notify the customer in writing only. In these cases, the reason must be recorded as a note in the MSP.

When telephone contact is unsuccessful, sending an MSP SMS through desktop messaging should be considered (Centrelink customers only).

The customer must also be notified of the MSP in writing. The delivery method is determined by whether the MSP includes face to face service restrictions.

In some serious cases, police may hand the letter to the customer. If this occurs, it must be recorded in the MSP. The MSP letter should still be delivered according to the relevant method described below.

Note: staff/security guards must not exit the premises to hand the letter to the customer.

Australia Post Priority, Registered Post, person-to-person mail delivery service

MSPs with the following restrictions:

• write only
• full face to face
• partial face to face
• where a protection order exists

These letters must be sent by Australia Post’s Priority, Registered Post, person-to-person mail delivery service. Delivery must be tracked and the delivery outcome confirmed and documented in the MSP. If the triggering incident involved actual or attempted assault and/or actual stalking, Priority mail delivery must be used instead.

Attendance at a service centre in non-compliance with the servicing restriction may be an offence under the relevant trespass laws and actions may be taken should attendance occur. As such, delivery of these letters must meet the legal definition of ‘service’ and proof of delivery confirmed.to progress legal action.

Australia Post Priority mail delivery

MSPs with:

• no face to face restrictions e.g. partial phone restriction only
• no servicing restrictions e.g. proactive MSP
• triggering incident involving attempted or actual assault and/or actual stalking

Other customer aggression letters:

• behaviour warnings
• invitations for customers to participate in their MSP review
• restriction reminders

See Process for more information.

An MSP will end on the end date of the MSP recorded in the Customer Incident Management System (CIMS). The customer will return to standard servicing arrangements unless a decision is made to extend or vary the MSP via a review.

See Managed Service Plan (MSP) - Reviewing.

MSPs are managed through the Customer Incident Management System (CIMS) for:

• all Centrelink customers
• Medicare Public (Proactive MSP with restrictions)
• some Child Support customers when there’s an identified risk to other service brands

MSPs for Health Service Delivery Providers are recorded in the Customer Incident Recording Tool (CIRT)

Staff can contact the CAPT for support and advice when implementing an MSP. See Resources for a link to the CAPT intranet page.