Coding cruise travel 106-23053114

• A customer contacts to advise of their cruise travel by phone, go to Step 2
• A CIS staff member is allocated a cruise Manual Follow-up (MFU) or a request to investigate cruise movements, go to Table 2

Run the Portability Script to record the details of the cruise. Run the script if the customer advises of the travel details:

• prior to leaving Australia, or
• after they have returned

Note: if the customer does not leave Australian waters, do not record the travel. Procedure ends here.

Is the Portability Script available?

• Yes, run the Portability Script. Select the option in the script that the customer is travelling on a cruise. Procedure ends here
• No, go to Step 3

Code the departure and return dates on the Customer Advised Travel Details (RSCD) screen (CHRSCD for children).

Record details of the travel in a Note/DOC.

Create an investigation activity for suitably trained CIS staff to action. The activity will be allocated to relevant CIS staff to manually code the information on the Immigration Advised Movements (RSIM) or (CHRSIM for children) screen.

Note: CIS staff should also follow this procedure to create the correct investigation activity.

To create an investigation activity:

• In Process Direct:
• Go to the Immigration Link Details (RSIML) and/or child's Immigration Link Details (CHIML) screen
• Note: the IMQ screen presented for a child record through the CHIML screen will be on the parent's record
• Select Report a problem with Immigration data link at the bottom left of the screen
• Note: other fields on this screen cannot be updated by staff outside CIS
• Immigration match questionnaire (IMQ) will display
• Select CSO has reason to believe that the data provided by the immigration link is incomplete
• In Customer First:
• Go to the Investigation Match Questionnaire (IMQ) screen and select CSA has reason to believe that the data provided by the immigration link is incomplete

Record the following information:

• that the customer is departing Australia on a cruise
• the dates the cruise is scheduled to depart and return to Australia

For more information, see: Referring inconsistencies in overseas departure and arrival information to Centrelink International Services (CIS).

Procedure ends here.

A customer may advise they are travelling on a cruise prior to their departure, by:

• Completing the details through an online service
• Calling Centrelink to advise of the travel

When a cruise is chosen as the method of travel, an MFU will be generated to make sure the travel is recorded on the customer’s record.

CIS staff may also receive a referral request to action cruise movements.

When staff are allocated a cruise MFU or a request to action cruise movements they must:

• investigate the record and/or contact the customer to obtain the dates of travel, and
• code the travel onto the customer's record

Check if the dates have already been recorded. Check Notes/DOCs and RSIM/CHRSIM screens for departure and arrival dates.

Are there dates of travel on the RSIM/CHRSIM screen that match the dates given by the customer?

• Yes, no extra coding is needed. Complete any related Notes/DOCs. Procedure ends here
• No, go to Step 2

Cruise travel dates can be taken as advised by the customer.

Examine the Notes/DOCs and scanned images on the customer’s record to see if the dates have already been provided.

Is there enough detail to manually code the travel movements?

• Yes, go to Step 4
• No, go to Step 3

Call the customer and get the dates of travel.

Ask for verification, e.g. a copy of the customer's itinerary, if:

• there is any doubt of the dates, or
• the customer claims the cruise did not leave Australian waters

If the customer has given valid details over the phone and no further verification is needed, go to Step 4.

If the customer has been advised over the phone to provide verification or is unable to be contacted by phone:

• Send an XOBS32 letter requesting details of the customer’s travel. Note: if the customer is in receipt of payment, the 14 day suspension clause needs to be included in the letter
• Put the MFU or DOC on hold for 42 days until the letter is returned. If there is not an existing MFU or DOC on the record, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
• Service Reason: customer's payment type
• Review Reason: FOR (Return of Form/Correspondence)
• Due Date: 42 days from date XOBS32 issued
• Source: INT
• Date of Receipt: today's date
• Notes: 'Check return of XOBS32. XOBS32 sent [date] requesting details of the customer's cruise travel. If XOBS32 has been returned and not yet actioned, code the details of the travel. If XOBS32 has not been returned, suspend payment FRC.'
• Keywords: INVIRN
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank
• The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
• Procedure ends here

• Code the departure and arrival dates on the RSIM/CHRSIM screen
• Make sure the Immigration Limiting Date (ILD) is set back to the departure date or earlier

Note: the date the cruise leaves the last Australian port is the departure date. The date the cruise returns to the first Australian port is the arrival date.

See Resources for examples of coding cruise movements and the correct dates to use.

Go to the AR screen.

Go to Table 3.

• Code Source: and Receipt Date: fields
• Press [Continue]

Is the customer’s payment currently suspended?

• Yes, go to Step 2
• No, go to Step 3

Payment can usually be restored following a cruise.

To determine if the payment/s can be restored, see Returning to Australia and Continuation of payment on their return to Australia.

If applicable, restore payment via the Benefit Action (BA) screen. The Date of Effect (DOE) and Date of Receipt (DOR) should be equal to the date of arrival back into the first Australian port.

Has the activity resulted in a debt or adjustment to the customer's payments?

Note: if there is a period of debt that extends past the arrival date, this should auto-offset within this activity.

• Yes, go to Step 4
• No, complete the activity and go to Step 5

Travel dates on RSIM/CHRSIM should override the dates on the RSCD/CHRSCD screen. Occasionally the coding on RSCD/CHRSCD can still affect the record. You may need to manually update/delete data if it should/shouldn't be there to get the system assessing the record correctly.

When all checks have been performed and updates made where needed, complete the activity.

Go to Step 5.

Create a Fast Note advising the outcome of the investigation. If a related DOC already exists on the record, annotate that DOC.

Record a Fast Note advising what coding has been done and the source of the information (e.g. customer verbally advised via phone or local office, or provided itinerary). Use Fast Note - select Auto Text > Centrelink International Services > Residence > Cruise Movements Updated > Confirm.

Finalise any Fast Notes/DOCs.

Procedure ends here.