Inter-environment change of address (ICoA) transfer of a customer record 102-03020020

Before starting the inter-environment change of address (ICoA) activity:

• Determine the losing and gaining environments. The current environment is found on the Inter Environment Transfer (ICOA) screen. The environment ID will be in the Current environment field
  Note: if the customer is transferring into or out of environment I, consider the following:
• If a customer is leaving Australia to live overseas, Centrelink International Services (CIS) will complete all action to cancel 'DOS' the record in the local environment from date last paid to +1, complete the ICoA and restore in I environment
• Where a customer has returned to reside in Australia and they or their partner are in receipt of a payment (current or suspended) their I environment record must be cancelled 'RTA' from date last paid to +1 by CIS. Once payment is cancelled for the customer and any linked partner, care provider or care receiver, the ICoA, updates and restoration can be done. Generally, the complete process will be completed by CIS
• If the record is already showing as CAN-RTA any Service Officer can complete the transfer from I to local environment and restore the payment
• If the record of a non-current customer (including new claims) has been created in Environment I any Service Officer can complete an ICoA transfer. Environment I records created through a new claim process in Process Direct for non-pension payments do not need to be referred to CIS
• If the customer record is in Environment Y, see Environment Y for inactive deleted and deceased customer records
• Check and clarify customer circumstances (such as income, assets, Centrepay/rent, partner and/or children transferring with the customer) by locating the customer record in the current environment. Note any details which require changes, including new address details and payment destination details
• Check the Payment Instruction Summary (PINS) screen for deductions to government housing as part of the Rent Deduction Scheme (RDS). Actioning an inter-environment transfer for a customer participating in the RDS will cancel their deductions automatically. Tell the customer their deductions will cancel and they need to contact their housing authority to have the deductions re-instated. For more details, see Rent Deductions Scheme (RDS) deductions
• The ICOA screen will identify children, but if a 'child as a customer' is present they will not be included in this transfer and they will have to be processed using a separate transfer, see Inter-environment change of address (ICoA) transfer for a child record
• Check if the customer has an existing record in the gaining environment to ensure that the customer does not have a duplicate record. If a duplicate record does exist, see Types of Centrelink records to correct this situation. Continue with this procedure once any duplicate CRN has been fixed
• Check if the customer and partner have any outstanding activities in the gaining and losing environments. These activities may need to be completed or deleted before the transfer will occur. The transfer can still be scheduled, but these activities may need to be cleared before the transfer will complete. Not all 'STA' activities and/or DOCs will prevent the transfer from completing
• If the customer is required to lodge an SU19, do not schedule a transfer on the same day. Input the SU19 and schedule the transfer the next day

Check for change of address issues, including:

• Becoming partnered
• Eligibility for Remote Area Allowance (RAA)
• Centrepay

Ensure any details requiring an update, including address and postal address if applicable, are actioned and finalised prior to commencing the ICoA transfer.

Go to the Address (AD) screen:

• Select Add and update:
• Start Date: Date address changed
• Address Type: Home, Temporary, Term/Semester, Postal
• Send All Mail Here: Yes/No
• Address Line 1: Auto prompt will activate
• Select Save
• Select Date of Receipt and Channel
• Select Save

Go to the Accommodation (AC) screen:

• Select Add and update:
• Address Type: Home, Temporary, Term/Semester
• Event Date: Date accommodation details changed
• Details For: Customer/Customer and Partner
• Home Ownership:
• Type of Rent:
• Sharer Status:
• Gross and Net Rent amounts and frequency
• Rent Verification:
• Select Save

Go to the Office Code (OC) screen:

• Select Add and update:
• Contact Region Office: update to the gaining office
• Update Date
• Select Save
• Select Assess and address any Warning/Errors
• Select Assess
• Select Finalise and record information in Note
• Select Finish

If an Arrears payment is generated, allow the pay strip to run before actioning the ICoA this usually means doing the ICoA the next day.

If a Debt is generated, it must be actioned before doing the ICoA, either waiving or raising it. If under $50 waive it, if over $50, raise the debt.

Check for payment specific issues, see:

• For JobSeeker Payment (JSP) and Youth Allowance (YA), see also:
• Moving to an Area of Lower Employment Prospects (MALEP) employment related exclusion period
• Rent Assistance (RA)
• For YA:
• UTLAH assessments, see Assessing unreasonable to live at home (UTLAH) for customers claiming or receiving Youth Allowance (YA), Disability Support Pension (DSP), Special Benefit (SpB) or Tertiary Access Payment (TAP)
• At home or away from home rate. See The away from home rate for Youth Allowance (YA) customers
• For customers receiving CP and/or CA, see Carer Payment (CP) and Carer Allowance (CA) inter-environment change of address. Procedure ends here
• For Age Pension customers, check:
• Granny Flat Provisions
• Permanent vacation of principal home
• Temporary vacation of principal home
• Vacation of principal home due to illness
• For customers in care of state guardianship, see Changing address for customers in care of a state guardianship authority
• For child related issues - Family Tax Benefit (FTB), Child Care Benefit (CCB), check:
• Estimating income for family assistance and Paid Parental Leave scheme payments, and
• Dependent child changes
• Once payment specific issues are addressed, or if there are no payment specific issues, see Table 2

• Go to the Inter Environment Transfer (ICOA) screen
• Select Request Transfer
• Select Gaining environment
• Select Customer's new office code & gaining region

Are there any child records linked to the customer?

• Yes, they will display. go to Step 2
• No, select Transfer, go to Step 3

If the customer is linked to children, the child will display on Transfer request.

• Confirm that the children transferring with the customer are marked as Y in the Transfer: field
• Ensure that the children not transferring with the customer are marked as N in the Transfer: field
• Select Edit to modify as required
• Select Transfer

Monitor the transfer on ICOA screen.

Select Refresh if transfer has not occurred within acceptable time frame.

Before starting the inter-environment change of address (ICoA) activity:

• Determine the losing and gaining environments. The current environment is found on the ITST screen. The environment ID will be in the Env: field
  Note: if the customer is transferring into or out of environment I, consider the following:
• If a customer is leaving Australia to live overseas, Centrelink International Services (CIS) will complete all action to cancel 'DOS' the record in the local environment from date last paid to +1, complete the ICoA and restore in I environment
• Where a customer has returned to reside in Australia and they or their partner are in receipt of a payment (current or suspended) their I environment record must be cancelled 'RTA' from date last paid to +1 by CIS. Once payment is cancelled for the customer and any linked partner, care provider or care receiver, the ICoA, updates and restoration can be done. Generally, the complete process will be completed by CIS
• If the record is already showing as CAN-RTA any Service Officer can complete the transfer from I to local environment and restore the payment
• If the record of a non-current customer (including new claims) has been created in Environment I any Service Officer can complete an ICoA transfer. Environment I records created through a new claim process in Process Direct for non-pension payments do not need to be referred to CIS
• If the customer record is in Environment Y, see Environment Y for inactive deleted and deceased customer records
• Check and clarify customer circumstances (such as income, assets, Centrepay/rent, partner and/or children transferring with the customer) by locating the customer record in the current environment. Note any details which require changes, including new address details and payment destination details
• Check the Payment Instruction Summary (PINS) screen for deductions to government housing as part of the Rent Deduction Scheme (RDS). Actioning an inter-environment transfer for a customer participating in the RDS will cancel their deductions automatically. Tell the customer their deductions will cancel and they need to contact their housing authority to have the deductions re-instated. For more details, see Rent Deductions Scheme (RDS) deductions
• The standard ICoA screen flow will identify children, but if a 'child as a customer' is present they will not be included in this transfer and they will have to be processed using a separate transfer, see Inter-environment change of address (ICoA) transfer for a child record
• Check if the customer has an existing record in the gaining environment to ensure that the customer does not have a duplicate record. If a duplicate record does exist, see Types of Centrelink records to correct this situation. Continue with this procedure once any duplicate CRN has been fixed
• Check if the customer and partner have any outstanding activities in the gaining and losing environments. These activities may need to be completed or deleted before the transfer will occur. The transfer can still be scheduled, but these activities may need to be cleared before the transfer will complete. Not all 'STA' activities and/or DOCs will prevent the transfer from completing
• If the customer is required to lodge an SU19, do not schedule a transfer on the same day. Input the SU19 and schedule the transfer the next day

For hints on actioning a transfer, see Inter-environment Change of Address (ICoA) facility hints.

Check for change of address issues, including:

• Becoming partnered
• Eligibility for Remote Area Allowance (RAA)
• Centrepay

Ensure any details requiring an update, including address and postal address if applicable, are actioned and finalised prior to commencing the ICoA transfer.

• Run the Change in Contact Details workflow or update the Address Details (AD) and Accommodation (AC) screens
• Complete the activity via the Assessment Results (AR) screen
• If an Arrears payment is generated, allow the pay strip to run before actioning the ICoA this usually means doing the ICoA the next day
• If a Debt is generated, it must be actioned before doing the ICoA, either waiving or raising it. If under $50 waive it, if over $50, raise the debt

Check for payment specific issues, see:

• For JobSeeker Payment (JSP) and Youth Allowance (YA), see also:
• Moving to an Area of Lower Employment Prospects (MALEP) employment related exclusion period
• Rent Assistance (RA)
• For YA:
• UTLAH assessments, see Assessing unreasonable to live at home (UTLAH) for customers claiming or receiving Youth Allowance (YA), Disability Support Pension (DSP), Special Benefit (SpB) or Tertiary Access Payment (TAP)
• At home or away from home rate. See The away from home rate for Youth Allowance (YA) customers
• For customers receiving CP and/or CA, see Carer Payment (CP) and Carer Allowance (CA) inter-environment change of address. Procedure ends here
• For Age Pension customers, check:
• Granny Flat Provisions
• Permanent vacation of principal home
• Temporary vacation of principal home
• Vacation of principal home due to illness
• For customers in care of state guardianship, see Changing address for customers in care of a state guardianship authority
• For child related issues - Family Tax Benefit (FTB), Child Care Benefit (CCB), check:
• Estimating income for family assistance and Paid Parental Leave scheme payments, and
• Dependent child changes
• Once payment specific issues are addressed, or if there are no payment specific issues, go to Step 4

Check the availability of the ICoA facility:

• Go to the InterEnvironment Transfer Status (ITSS) screen. Check the message at the bottom of the screen: which will say 'ICoA is in SCHEDULING Mode today the date)' or 'ICoA is not in SCHEDULING Mode today the (date)' to see if transfers can be scheduled
• Check if the ICoA facility is available in both the gaining and losing environment by checking the ITSS screen in both environments
• Check if any of the payment systems (e.g. PEN. NSS) have been disabled (a transfer can still be scheduled but will not complete until the system is enabled again). Details of any payment systems which are disabled will be displayed on the ITSS screen

Go to the Start Inter environment transfer (ITST) screen in the gaining environment:

• Transfer into: field - defaults to this environment
• Transfer CRN: field - the customer CRN
• Losing Environment: field - the environment which currently holds the record
• Keyword: field - payment type (for example, PEN for pension). Use field help ('?') for valid values
• Complete the coding and press [Enter]

If the customer is linked to children, the Transfer Child Selector (ITTC) screen will be displayed.

• Confirm that the children transferring with the customer are marked as Y in the Transfer: field
• Ensure that the children not transferring with the customer are marked as N in the Transfer: field
• Modify as required and press [Enter]

This screen identifies the customer (and partner) benefit and pension files, and the Service Centre they are attached to. Complete the Is only one of the couple going: field - code 'Y' or 'N' according to the circumstances of the customer and partner (that is, are they transferring together or not).

Note: ensure that the Region Code is changed from the defaulted region code of the Service Officer to the actual region code of the customer.

The Address Details (AD) screen in the losing environment will be displayed for the customer and partner new address details to be updated.

This does not need to be updated, as should have been done prior to the ICoA being started.

If the customer has a DOA DOC, this will display before the AD screen. Press [Enter] to navigate through the workflow.

This screen will be displayed in the losing environment so that the payment destination details can be updated. Ensure all benefit and pension payment destinations are updated according to the customer requirements. Ensure that the payment destination is an Australian institution in the case of an ex-CIS customer.

Press [Enter].

The screen flow continues:

• The Confirm Transfer Out (ITTO) screen will be displayed. Code 'Y' in the Are updates in losing Environment complete: field and press [Enter]
• The Edit List (ITED) screen in the losing environment will be displayed. Determine whether the edits can be cleared. See Inter-environment Change of Address (ICoA) facility edits for assistance with identifying and clearing edits.
• Code 'Y' in the Schedule Transfer: field to continue the transfer screen flow and clear the edits later
• Code 'N' or press [PF16] to cancel the transfer, clear the edits now, and start a new transfer screen flow for the customer
• To complete the transfer, clear the edits, cancel the transfer and start a new transfer screen flow for the customer
• If the transfer is not to be completed, cancel the started transfer from the Scheduled Transfers (ITSC) screen

The workflow continues in the gaining environment:

• The ITED screen in the gaining environment will be displayed. Determine whether or not the edits are to be cleared. See Inter-environment Change of Address (ICoA) facility edits for assistance with identifying and clearing edits
• Code 'Y' in the Schedule Transfer: field to continue the transfer screen flow and clear the edits later
• Code 'N' or press [PF16] to cancel the transfer, clear the edits, and start a new transfer screen flow for the customer
• To complete the transfer, clear the edits, cancel the transfer (by coding 'N' in the Schedule Transfer: field as above) and start a new transfer screen flow for the customer
• If the transfer is not to be completed, cancel the started transfer from the Scheduled Transfers (ITSC) screen

Has the inter-environment transfer failed with error code 'E0761T, Appeals Incomplete ODM Reconsideration exists'?

• Yes, see Table 3, Step 1
• No, see Table 3, Step 2

Transfer the customer's record to the gaining environment:

• Go to the APL system in Customer Record. 'S'elect the relevant case from the Case List (ACL) screen, and navigate to the Modify Reconsideration (MR) screen
• Change the Recons. Outcome: field to 'AFF' or ‘ENC’
• Complete the New Info Received: and Date Recons. Finalised: fields
• Contact the Review of Decision helpdesk via the webform to reset the APL record
• Go to the ICoA/File Transfer system and complete the inter-environment transfer

Schedule Transfer: field

Once the Schedule Transfer: field has been coded 'Y' in both the gaining and losing environments, the ICoA facility will schedule the transfer.

The transfer should be complete within approximately 2 hours, unless edits within the screen flow were encountered.

Edits encountered during the screen flow must be cleared. Once cleared, the transfer should be completed by the following day.

For help, see:

• Inter-environment Change of Address (ICoA) facility edits
• Monitoring the Inter-environment Change of Address (ICoA) facility for completed transfers
• Monitoring the Inter-environment Change of Address (ICoA) facility for scheduled transfers
• Monitoring the Inter-environment Change of Address (ICoA) facility for started transfers