Email triage for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-20052734

• Open Microsoft Office Outlook.
• Select the combined PIP and WIP- Practice Stream email box address
• Select Inbox

Select the email with the earliest lodgement date and time stamp. Open and assess the email.

Action the email:

• Respond, conduct a security check, see Table 3
• Delete, go to Step 3
• HPOS Notifications, go to Step 5
• Attention to staff member, go to Step 6
• Forward to KOFAX, go to Step 7
• Recovery/Overpayments, go to Step 10
• Other programs, go to Step 11
• Unable to respond, go to Step 12
• Respond via phone call, go to Step 13
• MyMedicare including General Practice in Aged Care Incentive (GPACI) enquiries, forward directly to MyMedicare@servicesaustralia.gov.au.
  For MyMedicare emails, do not
• create a PaNDA work item , or
• escalate to LPS. Procedure ends here
• Bulk Bill Practice Incentive Program emails refer to Department of Health, Disability and Ageing website.
  Do not
• create a PaNDA work item , or
• escalate to LPS. Procedure ends here

Staff must immediately report all spam or phishing emails. Send a new email to spam@servicesaustralia.gov.au and attach a copy of the suspicious email as an attachment.

Delete any non work-related emails.

Assess all emails from mail content manager.

If the email is:

• Spam or phishing, report and then delete the email. Procedure ends here
• Work-related, go to Step 4

The Agency's security system holds emails that:

• are over a certain size, or
• have links or attachments identified as being possibly dangerous

The system sends the email to the external email box, and requests an authorisation to release.

Before sending the release request, Staff must review the sender and subject details carefully to confirm the email is genuine.

Send a request to release the email:

• Select the mail releases link in the body of the email
• Key details into the body of the email:
• Logon ID
• Phone number of operator
• Date of email
• Sender’s email
• Subject line of email
• Select Send
• Select Official as the email classification
• Select Send

Add a comment to the email:

• Select Action
• Select Edit Message
• Key the following comment- Request for email to be released sent [DD/MM/YYYY] -[Operator Number and Date]
• Close the email (a warning message will show)
• Select Yes
• File the original email in the Mail Release Request folder
• Procedure ends here

A work item must be created for HPOS notifications from PIP NO REPLY - HPOS Notifications for Ownership Details or Relocation:

• Create PaNDA work item. See Managing PaNDA work items for the Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream
• File the original email in HPOS NOTIFICATIONS > PIP NO REPLY - PaNDA Uploads
• Procedure ends here

See Resources Table 1 for information on identifying these emails.

If the HPOS notification is from PIP NO REPLY - HPOS Mail Centre Alerts:

• File in HPOS NOTIFICATIONS - PIP NO REPLY > HPOS Mail Centre Alerts
• Procedure ends here

Forward the email:

• Select Forward
• Key the relevant recipient in the To field: Service Delivery staff member, staff member’s name
• Select Send
• Select Official as the email classification
• Select Send

A list of staff member’s names is available on the Incentives shared drive under SPS_Eastwood\Contacts.

File the original email and the sent email (from the sent folder) in the applicable work type folder under Incentive Worktypes.

If the staff member is not available, see your Team Leader.

Procedure ends here.

Forward all requests to update practice or provider details to KOFAX.

Is there an attachment?

• Yes, go to Step 8
• No, go to Step 9

If the attachment is:

• in PDF format, go to Step 9
• not in PDF format, attempt to convert the document to PDF

If the document converts to PDF:

• correctly, go to Step 9
• incorrectly or encountered an error, respond to the practice using the NON PDF email template. See Table 4

Forward the email to KOFAX:

• Select Forward
• Send to the Incentives KOFAX team
• Select Unclassified as the email classification
• Select Send
• File original email in KOFAX - FORWARDED folder in the relevant year and month
• Procedure ends here

A PaNDA work item must be created for overpayment notifications:

• Create PaNDA work item. See Managing PaNDA work items for the Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream
• Upload all attachments to the PaNDA work item
• Add a comment to the email:
• Select Action
• Select Edit Message
• Key the following comment -Created PaNDA Work Item - [Operator Number and Date]
• Close the email (a warning message will show)
• Select Yes
• File the original email in Incentive Worktypes folder in Recovery/Overpayments
• Procedure ends here

Check the email to see which program the email relates to.

Forward the email to the relevant program:

• Select Forward
• Key the other program’s email address in the To field
• Search Useful contact information for Services Australia contacts
• Select Send
• Select Official as the email classification
• Select Send

If the program cannot be identified, escalate to Local peer Support (LPS).

Add comment to the email:

• Select Action
• Select Edit Message
• Key the following comment - Email forwarded to [area email was forwarded to]
• Close the email (a warning message will show)
• Select Yes
• File email in Other Programs folder

For help with wording or if further investigation is needed, escalate to LPS. See Table 2.

Triage staff will determine whether a verbal response is acceptable to resolve an email query on a case-by-case basis. If unsure, escalate to LPS.

When a verbal response is deemed appropriate, Service Officers must:

• confirm the email is from an owner or authorised contact person before calling a practice
• complete a telephone security check before discussing specific information about the practice. See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for details about checking authorised contacts/owners and performing a security check.

Note: if a phone call does not resolve the enquiry, a response must be provided in writing.

Was the enquiry resolved with a phone call?

• Yes, add comment to the email:
• Select Action
• Select Edit Message
• Key date and time of phone call
• Key who you spoke to
• Key summary of the information discussed in the phone call
• Close the email (a warning message will show)
• Select Yes
• File email in the applicable work type folder under Incentive Worktypes
• Procedure ends here
• No, a written response must be sent. See Table 4

For:

• details on creating a new work item in PaNDA see, Table 1 in Managing PaNDA work items for the Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream
• escalated emails use work type INC_PSO_ESCALATION (LPS Escalation)
• creating the PaNDA work item, use assigned to self

It may take a few minutes for the work item to appear in your work list.

The PaNDA work item ID must be recorded in the next step.

Open the work item in PaNDA:

• Add a processing note, include the issue and all resources checked
• Select Fax No field:
• Remove the Fax number
• Key the escalation code - EMAIL [CODE]
• Select Save
• Do not pend the work item

PaNDA processing notes are character limited. For complex escalations that need additional information, use the Incentives Programs Delivery file note and include full details.

The file note:

• is located in the ADEL-209_Greenhill > INCENTIVESWORKFLOW shared drive folder
• must comply with Services Australia’s privacy and Freedom of Information standards
• must be uploaded to the PaNDA work item

Assign PaNDA work item to LPS:

• Unassign PANDA work item
• Recategorise to:
• Work type program: Incentives
• Work type: INC_PSO_Escalation
• Work item must remain in Open Status

Respond to the customer to say their enquiry is under investigation:

• Select Forward
• Copy and paste the Response to customer when forwarded to national office for advice template into the body of the email
• Complete the missing details where necessary
• Select Send
• Select Official as the email classification
• Select Send

Add a comment to the original email:

• Select Action
• Select Edit Message
• Key the following details:
• the assessing steps taken
• other relevant information
• Close the email (a warning message will show)
• Select Yes

Categorise the email to the Service Officer:

• Right click on the email
• Select Categorise
• Select Service Officer’s name and colour

File the email in the Tier 2 - Escalated folder. The email stays in this folder until the escalation is returned.

See Table 5 for returned escalations.

A security check is not needed if the:

• request is for generic or non-practice specific information that does not require accessing the practice or provider details
• practice ID or practice name are not required

If the request relates to the:

• PIP/WIP - Practice Stream, go to Step 2
• ACAI, go to Step 3

If the email is requesting generic or non-practice specific details and staff do not need to access practice or provider details to respond:

• do not conduct security check
• the practice ID or practice name is not required

Only send emails to an owner or authorised contact person.

If there is no need to access the practice profile or PDS do not request the Practice ID or provider details.

Where it is unclear if the email is from an owner or authorised contact person, complete additional checks including:

• asking for the message to be sent via HPOS, or
• calling the practice to confirm the email

Is the email from an owner or authorised contact person?

• Yes, see Table 4
• No, go to Step 5

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more information.

As the GP ACAI ceased 31 July 2024 and the final release of held payments was May 2025, all unreleased payments are now forfeited.

ACAI payment details can only be provided directly to the general practitioner (GP). If it is not clear that the email is from the GP, additional checking is required (e.g. calling the GP to confirm the email).

If the provider number or GP name is not needed to address the enquiry, do not request this information.

To check the GP:

• Log on to the Provider Directory System (PDS)
• Select Provider
• Select View
• Key Provider Stem (first 6 digits) in the Search ID field
• Select Provider Stem from the ID Type drop down
• Select Search

Does the GP name match the details in the email?

• Yes, see Table 4
• No, go to Step 5

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more information.

Respond to the email:

• Locate the appropriate email template:
• PIP and WIP - Practice Stream, adding an authorised contact (enquiry not from ACP)
• ACAI, PIP ACAI email address mismatch
• Copy and paste the template into the body of the email
• Complete the missing template details where necessary
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) into the applicable Incentive Worktypes folder

Do not send personal, sensitive, or confidential information using an unsecured email channel.

When replying to emails that contain personal, sensitive or confidential details, remove the original email and/or sensitive information from the email trail.

To send correspondence that contains personal details, including details from the original customer email use:

• post, or
• HPOS (HPOS is a secured channel)

The following are some examples of personal, sensitive or confidential details including but not limited to:

• patient information
• details of medical procedures
• financial information
• details of services used
• identifying staff details

If the email relates to an enquiry that has:

• a template response available, go to Step 3
• pre-approved wording, go to Step 4
• no template response or pre-approved wording, escalate to LPS. See Table 2

Respond to the email:

• Locate the appropriate email template from the Resources page
• Copy and paste the template into the body of the email
• Complete any missing details
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) in the applicable Incentive Work types folder
• Procedure ends here

Service Officers:

• can create the email response if an enquiry can be answered based on:
• current guidelines
• previously approved standard wording, or
• a previous reply to an identical enquiry
• must not change:
• previously supplied words, or information taken from approved sources (for example, a standard response or a previous reply) when developing a new response to a unique enquiry
• any wording provided by Program Management
• must escalate to Program Management via LPS any enquires that cannot be answered using previously supplied words (templates or guidelines) or identical responses

Guidelines for email responses:

• When referring to payment releases in an email response, use ‘the payment will be directed in due course’. Avoid using words such as shortly or soon.
• Do not request supporting information unless it is specifically required for assessment purposes. Requesting or collecting unnecessary data is a breach of Services Australia’s obligations under the Privacy Act

Can the enquiry be responded to using wording in current guidelines, previously approved standard wording or a previous reply to an identical enquiry?

• Yes:
• Select Reply
• Use available information from the guidelines, website or other relevant references. Where possible, copy and paste the relevant wording in the body of the email
• Read through the email to make sure it is correct, makes sense and answers the query
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) in the relevant Incentive Worktypes folder
• Procedure ends here
• No, escalate to LPS. See Table 2

When an escalation has been returned from LPS, respond to the enquiry email using the wording provided:

• Locate original email in Tier 2 - Escalated folder
• Select Reply
• Copy and paste the response in the body of the email. Make sure it:
• is correct
• makes sense
• answers the query
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) in the relevant Incentive Worktypes folder
• Procedure ends here

Log on to HPOS Support

• Select Mail Centres from the Main menu
• Select PIP or WIP - Practice Stream from the drop down. A list of outstanding HPOS messages will show

Select the message with the earliest lodgement date and time stamp. Open and assess the message.

For MyMedicare enquiries, including General Practice in Aged Care Incentive (GPACI), forward directly to MyMedicare@servicesaustralia.gov.au.

Do not create a PaNDA work item for MyMedicare emails, or escalate to LPS

Action the email according to the following:

• Respond, go to Step 3
• Request to update practice or provider details, go to Step 6
• Escalate, go to Step 7

A security check is not needed if the:

• request is for generic or non-practice specific information that does not require to access the practice or provider details
• practice ID or practice name are not required

Identify the RA number and name of the sender in the From field.

Check these details are from an owner or authorised contact person of the practice:

• Search for the practice in PIP or WIP - PS Online
• Select Practice Staff System Access from the Main menu. The practice Staff System Access screen will show

Does the sender’s RA number match an RA number on the practice profile for an owner or authorised contact person?

• Yes, go to Step 4
• No, go to Step 5

For enquiries that cannot be answered using a template response, pre-approved wording (for example guidelines) or that require further investigation, go to Step 7.

HPOS messages must:

• be in plain text
• not use special characters
• not include links
• have formatting checked before sending

Send a response to the HPOS message:

• Select Reply
• Copy and paste the appropriate email template in the body of the message. If a template is not available:
• use information from guidelines, website or other relevant references
• copy and paste the relevant information if necessary
• make sure the information is correct, makes sense and answers the query
• Upload any attachments (if applicable)
• Select Send
• Go to Step 8

Respond to the email:

• Select Reply
• Locate the relevant email template for adding an authorised contact person (enquiry not from ACP)
• Copy and paste the template in the body of the message
• Complete the missing template details where necessary
• Select Send
• Go to Step 8

Forward all requests to update practice or provider details directly to the KOFAX email box.

• Select Individual from the Forward to drop down
• Key Incentives KOFAX team email box address
• Select Forward
• Got to Step 8

For help with wording or if escalating for further investigation, forward the message to the relevant external email box:

• Select Individual from the Forward to drop down
• Key the combined PIP and WIP - Practice Stream email box address
• Select Forward
• File the message
• Select Filed from the Move to drop down
• Select Move

Escalate query from the email box

When a response is received, Service Officers must:

• retrieve the original email in the Filed section in the HPOS Mail Centre
• send a response using the wording provided. Go to Step 4

File the message:

• Select Filed from the Move to drop down
• Select Move

Log on to HPOS Support

• Select Mail Centres from the Main menu
• Select PIP or WIP – Practice Stream from the drop down. The PIP or WIP- Practice Stream Mail Centre screen shows

• Select Filed. The PIP or WIP - Practice Stream Mail Centre - Filed screen shows
• Key Practice ID or Provider Stem/RA Number
• Select the relevant radio button
• Key the Practice ID, Provider Stem or RA Number
• Range:
• Select the relevant radio button
• If date range (below), key the date range the message was received
• Select Search