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Handle emergencies and complaints on Pharmaceutical Benefits Scheme (PBS) Authority line 012-60130040

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This document explains details about handling emergencies and complaints on the Pharmaceutical Benefits Scheme (PBS) Authority line.

Activation process

Services Australia Operational Centre (SAOC) is responsible for activating/deactivating the emergency IVR message. This is documented in their Standard Operating Procedure. This contains key stakeholders that require notification during and post event.

Item

Action

Who

1

Identify need to activate emergency IVR message + Read more ...

When a need to activate emergency IVR message is identified, staff must notify initial stakeholders (see Item 2) of an activation.

SAOC

2

Advise initial stakeholders + Read more ...

Advise the:

  • National Manager (NM), Pharmaceutical Benefits Branch
  • Director, PBS Authorities, System and Reform
  • National Manager, Health Zone SA and VIC
  • Director, Health PBS Service Delivery Support Team (SDST)

If deemed necessary, the above stakeholders should notify their respective stakeholders.

See the Resources page for a Stakeholder engagement table.

SAOC

3

Post-activation notification + Read more ...

Advise the:

  • NM Health Zone SA and VIC
  • NM Pharmaceutical Benefits Branch
  • Director, Health PBS SDST
  • Director, PBS Authorities, Systems and Reform
  • NM Operational Response
  • Director, Incident Management and Business Continuity
  • Director, Real Time Operations Health

SAOC - Incident