Return to sender (RTS) mail for Incentive Programs 012-10010130
This document outlines how to manage returned mail for the PIP, WIP - Practice Stream, and General Practitioner Aged Care Access Incentive (GPACAI).
On this page:
Process the RTS mail for PIP and WIP - Practice Stream
Process the RTS mail for GP ACAI
Process the RTS mail for PIP and WIP - Practice Stream
Table 1
Step |
Action |
1 |
Open work item in PaNDA + Read more ...
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2 |
Log into systems + Read more ... Log on to these systems: |
3 |
Search for the practice + Read more ... Search for the practice in PIP or WIP - Practice Stream Online. On the Practice Search screen:
Check if the practice name and address on the practice profile match the details on the RTS mail. If the details match, go to Step 6 If the details do not match, check the company or trading name:
Do these details match the details on the RTS mail?
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4 |
Search using the practice address + Read more ... If the practice ID is not correct, search for the correct practice On the Practice Search screen:
Is there a match to the practice details in the search results list?
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5 |
Confirm the practice details + Read more ... If a matching practice name and address are listed in the search results:
Check if the RTS mail is addressed to a listed authorised contact person (ACP). If the details match, go to Step 6. If the addressee is not a current ACP, check the current owner’s names:
Check if the RTS mail is addressed to a practice owner. If the details match, go to Step 6. If the addressee is not a current ACP or practice owner, check the Associated Documents for changes to the practice ownership and/or ACPs since the date on the RTS mail. Was the RTS mail addressed to a previous practice owner or ACP?
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6 |
Practice Summary screen + Read more ... Does the postal address on the Practice Summary screen match the postal address on the RTS mail?
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7 |
Associated documents + Read more ... Search for the associated documents for notification of a new practice and/or postal address. Practices can notify of a new practice and/or postal address using:
Has the practice notified a new practice and/or postal address or change of ownership since the date on the RTS mail?
See also Associated documents and comments for PIP and WIP - Practice Stream. |
8 |
PIP ACS + Read more ... Go to the Confirmation Statement screen in PIP Online and check the Current Details Is the status showing as ‘confirmed’?
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9 |
WIP - Practice Stream QCS + Read more ... Go to the Quarterly Confirmation Statement screen in WIP - Practice Stream Online and check the Current Details Is the status showing as confirmed?
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10 |
Contact the practice + Read more ... Contact the practice to confirm the below details as appropriate. Go to Contact details in PIP and/or WIP - Practice Stream online to locate the practice phone number and authorised contact person/s. A security check must be performed before requesting or providing practice information .Check if:
Do not update the practice profile unless the required forms or documentation have been provided. If the practice is verbally told to provide a specific form or other documentation, this must be followed up with a letter. |
11 |
Preferred communication method + Read more ... When speaking to the authorised contact person or owner, check if the practice’s preferred communication method is online or paper. Go to:
If ‘receive printed copy by mail’ is selected, discuss changing the communication preference to online (HPOS). Explain the advantages of instant and guaranteed receipt of communication. If the practice is interested, assist them with using HPOS to update their communication preference. Note: at least one practice owner or authorised contact person must have their RA number linked to the practice profile to access online communication. See Online Services for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream. Select Practice staff system access from the main menu to confirm the linked RA numbers. |
12 |
Practice contact attempts + Read more ... Make at least 2 genuine contact attempts over 3 working days. Note: the PaNDA work item should be ‘Pended - Department of Health’ during this follow up attempt. After each call attempt, add a processing note with the date, time and outcome of the call If the details on PIP and/or WIP-Practice Stream Online are no longer valid, search for different phone number via an internet search. If contact with the practice is:
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13 |
Payment holds + Read more ... Check if the RTS mail relates to one of the following:
Does the RTS mail relate to one of the above?
Note: if contact is unsuccessful, and the practice status can not be determined, payments must be placed on hold. This regardless of the RTS mail type. |
14 |
Add a comment + Read more ... Add a comment to the practice profile. If contact was successful, include the:
If contact was unsuccessful, include the:
Note: if the practice verbally advises changes to the practice profile, send a follow up letter requesting the forms. See also: Associated documents and comments for PIP and WIP - Practice Stream |
15 |
Re-send returned mail + Read more ... Check the practice’s preferred communication method. If posting:
If online communication is selected:
Do not use HPOS if
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16 |
Complete the work item + Read more ... Add any relevant processing notes to the PaNDA work item. If the RTS mail could not be redirected, this must be stated in a PaNDA processing note. Complete the work item in PaNDA. |
Process the RTS mail for GP ACAI
Table 2
Step |
Action |
1 |
Returned mail received + Read more ... Open work item in PaNDA. Assess the RTS mail type. Is the work item a GP ACAI work item?
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2 |
GP ACAI banking details form + Read more ... The GP ACAI ceased 31 July 2024. GP ACAI banking details forms (IP011) are no longer accepted for update after 9 May 2025. Note: Program management made multiple attempts to contact providers with outstanding payments after the August 2024 calculation. The Resources page > Table 1 has the communication timeline.
Procedure ends here. |
3 |
Check provider details + Read more ... Check that the address on the letter/form match the provider details in the Provider Directory System (PDS). Log on to the PDS. Search for the practitioner:
Does the address on the letter match the preferred mailing address for the provider on PDS?
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4 |
Contact the provider + Read more ... Contact the provider via phone using their preferred telephone number on the Provider View page. Attempt contact options in the order of:
Make at least 2 contact attempts over 7 working days. A security check must be performed before discussing the RTS mail. Note: the PaNDA work items should be ‘Pended - Department of Health’ during this follow up attempt. If contact with the provider is:
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5 |
Successful contact + Read more ... Provide the following information to the practitioner:
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6 |
Unsuccessful contact + Read more ... If contact was unsuccessful:
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7 |
Re-send returned mail + Read more ... Note: do not re-send RTS ACAI banking details forms for more information. The banking details form must be rejected (Step 3).
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