Handle emergencies and complaints on Pharmaceutical Benefits Scheme (PBS) Authority line 012-60130040
Expand allThis page contains the emergency message activation process.
Activation process
This table describes the process approved Medicare staff must follow to make sure the activation request required is actioned immediately and the appropriate approval is received by Telstra and their vendors.
|
Item |
Action |
Who |
|
1 |
Identify need to activate emergency message + Read more ... Identify the need to activate the emergency message and notify the Director PBS. |
Medicare, PBS Services, BAU Telephony |
|
2 |
Advise initial stakeholders + Read more ... Advise the:
Engage with the above stakeholders for discussion on potential business impact of an activated emergency message. If deemed necessary the above stakeholders notify their respective stakeholders. See the Resources page for a Stakeholder engagement table. |
Director PBS |
|
3 |
Verbal approval for BAU activation + Read more ... Verbally approve BAU Telephony to activate the emergency message. Note: National Manager, Provider Services provides confirmation via email after verbal approval is given. |
Director PBS |
|
4 |
Verbal request to Telstra + Read more ... Call Telstra and verbally request activation of emergency message. |
Medicare, BAU Telephony |
|
5 |
Log request + Read more ... Log the emergency request and provide caller with Telstra Service Desk job reference number. See the Resources page for a list of staff approved to activate the emergency message. |
ICT Service Desk See the Resources page for a link to mySupport. Note: staff may need to open the ICT Security Portal before opening mySupport. |
|
6 |
Implement request + Read more ... Implement request immediately based on verbal phone call from BAU Telephony. |
Telstra Helpdesk |
|
7 |
Receive confirmation of request and notify + Read more ...
|
Medicare, BAU Telephony |