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Customer's name incorrectly recorded 102-08010010

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Before making updates, staff must verify they have selected the correct record using Centrelink customer authentication - quick guide. This will reduce the risk of fraud and creating multiple and intertwined records.

This document outlines the process to follow when correcting the recorded name of a customer or the name of a child under 18 in the customer's care.

Customer's name incorrectly recorded

Expand table

Step

Action

1

Customer contacts about the incorrect recording of name

Determine if the request is for a straightforward correction, for example, spelling error, missing/incomplete middle name or name is in the wrong order.

Check:

  • the Identity Confirmation Dashboard to see if there is any verified Commencement of Identity document that confirms a correction is needed rather than a change of legal name
  • Scanned images (Documents) for a Commencement of Identity document that confirms a correction is required rather than a change of legal name

Note: diacritics or accent signs (for example, ä) in the customer’s name cannot be coded. Code the name without diacritics and create a Display on Access (DOA) DOC, using Special Contact Consideration (SCC) as the drop down option to note the differences in spelling.

If the request is:

Note: our systems display the customer's preferred name, as this name must be used in all verbal contact. Process Direct will display the customer’s legal and preferred name, with the legal name appearing next to the title Legal Name.

2

Code correct name details

Note: standalone customer name updates are to be completed in Customer First. Updates as part of a new claim can be completed in Process Direct.

Follow the Centrelink Naming Convention.

Key ‘CPD’ in the Nxt field or select customer details from the Customer Person Details Summary (CPDS) screen.

  • Leave the Event Date field because the correction should be from the date the customer's details were last changed
  • Update the necessary fields with the correction - Surname, First Name/Initial, Middle Name field/s
  • Key Source field, for example, ‘PHO’ (phone), ‘COS’ (Counter Statement)
  • Key Date of Receipt field, for example, the date information received
  • Press [Continue]

The corrected name will now show on the CPDS screen.

  • Press [Continue]

An activity will now show on the Activity List (AL) screen.

  • Select the activity and key ‘AR’ in the Nxt field
  • Select Continue
  • The Assessment Results (AR) screen will show. In the Notes field explain why the name was corrected
  • Select the Finished field and key 'Y' for finished
  • Select Continue

Record details of action taken and updates made on a DOC:

  • Who made the request
  • Reason the name has been corrected, for example middle name missing
  • Details of the Commencement of identity document, for example NSW Birth Certificate
  • Location of the identity document, for example scanned image or Identity Confirmation Dashboard
  • Full name recorded prior to correction
  • Full name recorded after correction
  • Any other details of action taken and updates made, for example change in title.

Note: correction to a name on one record will also update on records linked to it. Linked records may include a customer and a nominee or carer/care receiver.

Procedure ends here.

3

Correcting a child's name

Note: standalone child name updates are to be completed in Customer First. Updates as part of a new claim can be completed in Process Direct.

Follow the Centrelink Naming Convention.

In the customer's record:

  • 'S'elect the child from the Child Selection (CHS) screen and press [Enter]
  • From the Child Task Selector (CHTS) screen, 'S'elect the Change Child field and press [Enter]
  • Correct the child's name then fill in Source, DOR and key 'C' for Correct in the Action field, select Continue
  • Go to the Assessment Results (AR) screen, type a message on the Notes field, explaining details about the name correction. 'S'elect the Finished field and key 'Y' for finished
  • Select Continue

Record details of action taken and updates made on a DOC.