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.

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 method described below.

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

Australia Post Priority mail delivery service

Priority mail is faster than regular letter service (depending on origin and destination – 2 to 4 business days).

All MSP and other customer aggression letters must be sent by Priority mail delivery service and documented in the MSP.

This includes MSPs:

• with write only, full or partial face to face restrictions
• where a protection order exists or
• without servicing restrictions e.g. proactive MSP

Other customer aggression letters:

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

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. 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.