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

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. In some serious cases, the letter may be handed to the customer by police, if these arrangements exist. When this happens, this must be recorded as a note in the MSP.

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.

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.