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Adding, changing or removing an email address 102-03010020

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This document outlines the process for adding, changing or removing a customer's email address from their Centrelink record.

On this page:

Process Direct - use Super Key to add, change or remove an email address

Customer First - add, change or remove an email address

Process Direct - use Super Key to add, change or remove an email address

Table 1

Expand table

Step

Action

1

Customer notifies that their email address needs to be changed

Tell the customer they will automatically be subscribed to the Electronic Messaging (EM) service when they:

  • add an email address, or
  • change their email address

This only applies to customers who are not already subscribed.

Once subscribed, customers will get requests, reminders and other important information from Centrelink via this service.

Customers will not be subscribed if they have a duplicate Customer Reference Number (CRN).

For more details, see Centrelink letters online and Electronic Messaging.

Tell customers that updating their details with Centrelink does not update their myGov account. Customers must update their myGov account details separately.

Note: https://ourblueprint.internal.dept.local/content/images/icon-ss-phone-32px.png|A self service option is available customers can also update their email address online using:

  • Centrelink account online, or
  • Express Plus Centrelink mobile app

If the email address needs to be:

2

Add or Change Email Address (EMA)
  • Go to the Email Address Details (EMA) screen
  • Select Add
  • Create Email Address Details will display:
    • The Email Address: field is an optional field for recording of a customer's email address
    • The email address must contain only valid characters. For more information, see the Resources page
    • The address should be in the format of 'localname@domain'
    • The address is case sensitive
    • Update the details and Save
  • Complete the Receipt Date, Channel and Service Reason
  • Select Save
  • Select Assess
  • Finalise the activity by selecting Assess again, then select Finish
  • Record details of the update in Finalise
  • Select Finalise

3

Ending an email address

Use this process when customer advises they no longer have an email address.

Go to the Email Address Details (EMA) screen

  • Select Add next to the email address to be end dated. Create Email Address Details will display
  • Select Save. Leave Email Address field blank
  • Complete the Receipt Date, Channel and Service Reason
  • Select Save
  • Select Assess
  • Finalise the activity by selecting Assess again, then select Finish. Record details of the update in Finalise
  • Entitlements (ELD) screen displays. Check payment rates, arrears, debts and payment status. Select Finish
  • Select Finalise

4

Deleting an email address

Delete an email address only if it should never have been recorded. Deleting an email address will re-activate the previous email address on the customer's record.

Go to Email Address Details (EMA) screen.

Select Delete next to the email address to be deleted. Delete Email Address Details will display

  • Select:
    • Yes to delete the email address, or
    • No to exit the update
  • Complete the Receipt Date, Channel and Service Reason
  • Select Save
  • Select Assess
  • Finalise the activity by selecting Assess again, then select Finish. Record details of the update in Finalise
  • Select Finalise

Customer First - add, change or remove an email address

Table 2

Expand table

Step

Action

1

Customer notifies that their email address needs to be updated

Tell the customer they will automatically be subscribed to the Electronic Messaging (EM) service when they:

  • add an email address, or
  • change their email address

This only applies to customers who are not already subscribed.

Once subscribed, they will get requests, reminders and other important information from Centrelink through this service.

Customers will not be subscribed if they have a duplicate Customer Reference Number (CRN).

For more details, see Centrelink letters online and Electronic Messaging.

Note: https://ourblueprint.internal.dept.local/content/images/icon-ss-phone-32px.png|A self service option is available customers can also update their email address online using:

  • their Centrelink account online, or
  • the Express Plus Centrelink mobile app

Tell customers that updating their details with Centrelink does not update their myGov account. They must update their myGov account details separately.

If the email address needs to be:

2

Change in Contact Details

Use the Change in Contact Details workflow. If it is not available, process the change manually as follows:

Go to the Email Address (EMA) screen and complete the fields.

Start Date: field shows the start date for the email address:

  • It will default to today's date when there are no prior email addresses. Past dates cannot be entered. Future dates can be entered
  • To end-date an email address:
    • key a valid date
    • delete the information in the Email Address: field
    • key Insert ('I') in the Action: field of the footer

The Email Address: field is an optional field for recording of a customer's email address

  • The email address must contain only valid characters. For more information, see the Resources page
  • The address should be in the format of 'localname@domain'
  • The address is case sensitive
  • If an entry in the Email Address: field is invalid:
    • the line below will show an asterisk (*) to indicate which part of the email address is invalid
    • for example, domain names (which are everything after the '@' symbol) cannot begin with numerals, and if the domain name that is entered starts with a number, there will be an asterisk beneath the number
  • Key the Source: and DOR: fields and press [Enter]
  • The Activity List (AL) screen will display
  • Go to Step 4

3

Deleting an email address

Delete an email address only if it should never have been recorded. Deleting an email address will re-activate the previous email address on the customer's record.

Run the Change in Contact Details workflow or go to the Email Address (EMA) screen.

Complete the following fields:

  • Source: field
  • DOR: field with today’s date, and
  • Action: field 'D' for delete. Press [Enter]

The prompt Confirm Delete: field will appear. Overtype the 'N' with a 'Y'.

4

The Activity List (AL) screen

On the AL screen, the task will appear as EMA. The Activity Type will be a CDC activity, unless the task is added to another existing activity, such as a change of address.

When adding an email address to a Youth Allowance (YA) customer's record, for example, the activity will appear as a YAL/CDC EMA activity.

5

Finalise the activity
  • Either:
    • 'S'elect the activity and continue processing a related activity (for example, a change of address), or
    • finalise the activity by selecting with an 'F' (finalise) from the AL screen and pressing [Enter]
  • Record the details on a DOC