Return to sender (RTS) mail for Centrelink 102-10030010

When mail is returned, the customer’s record will either:

• be automatically suspended or cancelled whereabout unknown (WUK), or
• have a ZCOC_RTS_PD work item created if the customer requires further action

Automatic 'CAN'cellation or 'SUS'pension occurs if customers are not identified as vulnerable or requiring follow-up action. Customers in these categories may require further intervention before updating the record.

A return to sender ZCOC_RTS_PD work item should result in a change of address on the customer’s record, unless the address is already updated.

The purpose of the return to sender process is so the agency can ensure records have up to date information and that a customer can receive mail.

Staff must:

• action RTS work that allocates to them when they press ready
• follow the Process page, step by step

Staff must annotate the Return to Sender DOC with the action taken. This may include:

• a call to the customer and/or nominee
• an address update
• sending a Q999 letter
• a re-issue of returned letters to customers with a covering Q062 letter

Customers must tell Services Australia about a change of address within 14 days of moving. When mail is returned from the address on the customer's record, the customer may be considered whereabouts unknown (WUK).

Encourage customers to update a change of address using their online account or Express Plus App if capable of self-management. See:

• Accessing and using Centrelink self service
• Update address, accommodation or contact details online

Unless:

• self service channels are currently unavailable (confirmed by Network News Update (NNU), Newsflash and Bulletins), or
• the Service Officer determines the customer is not capable of self-management in this instance

Note: if a customer is selected for a Rent Assistance (RA) Profile review, address updates must be done as part of the review. While an RA Profile review is outstanding, customers and staff will be blocked from updating an address outside the review.

Staff must determine if the customer has remained qualified and retained payability during the entire period of the suspension/cancellation, before their payment may be restored with full arrears. Including when the customer contacts more than 13 weeks after the decision to suspend or cancel and the notice advising the customer of the decision has been returned to the agency.

Note: this is because the customer would be taken not to have received advice of the decision to suspend/cancel. The date of effect of the favourable determination (restoration) is the date of the original decision (date of suspension/cancellation), as per legislation. See the References page for legislation.

See Request for an explanation or application for a formal review for requests for review of decision.