Forms 106-25112631

Only use the MAIL screen if the customer asks for a form or claim form to be sent to them or an Operational Blueprint process says to do so.

Before issuing a form or claim form, check if the customer already has an outstanding transaction or claim. If they do:

• see the relevant Operational Blueprint
• if the form or claim form is part of a claim or transaction, issue a request, see Requesting information (CLK). Procedure ends here

If the relevant Operational Blueprint clearly outlines to use the Mail Forms (MAIL) screen, or there is no outstanding transaction or claim, go to Step 2.

In the customer’s record:

• Go to the MAIL screen
• Complete Who contacted
• Search using the Form Number/Name/Claims field. To search, key the form number, form name, or claim name > select Search. Results display in the Available Forms/Claims table
• Select the form or claim the customer needs. The item displays in the Selected Forms table
• Select Remove to remove a form from the Selected Forms table
• If the customer needs more than one copy of the same form or claim, search for it again and add it to the Selected Forms table
• When selecting a form or claim the system automatically:
  • adds any extra forms that must also be sent to the customer to the Selected Forms table
  • checks if a reply envelope is needed. If it is, Yes displays in the Reply Envelope? field
• Record Staff Notes if needed
• If the correct forms/claims show in the Selected Forms table:
  • select Yes for I have reviewed the selected claims/forms
  • select Finalise
  • the Mail forms issued successfully message displays, select OK. The START screen displays

If the customer has a correspondence nominee, the system will automatically send them the same forms/claims as the customer.

Note: select Cancel at any time to cancel the request and return to the START screen.

To view the MAIL screen request, go to the History Summary (HS) screen. See Viewing or reissuing a letter or electronic message.