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

When mail is returned to Centrelink, the customer will either have:

• their payment automatically suspended or cancelled whereabouts unknown (WUK), or
• a ZCOC_RTS_PD work item created where they are identified as vulnerable. Staff:
  • must make sure the customer has a current address recorded where they can receive their mail
  • must not cancel the ZCOC_RTS_PD work item without actioning it
  • will receive feedback if the correct process is not followed

Has a person contacted because they received mail for someone else?

• Yes:
  • See Handling misdirected correspondence
  • Procedure ends here
• No, go to Step 2

Work item allocated in:

• Process Direct, go to Step 3
• Customer First, this must be actioned in Customer First, see the Customer First subtab

The Transaction Summary (TS) screen will display with a Transaction ID shown in the Process Direct header.

• Do not start coding before selecting Process as this will result in errors
• Select Process to view the Errors (SWE) screen, go to Step 4

On SWE screen the following screens are pre-selected:

• Document List (DL)
• History Summary (HS)
• Address (AD)

The above screens are mandatory and will assist with the initial investigation into the whereabouts unknown work item and what action is required.

Select Next.

• On the Document List (DL) screen select Document list/notes
• Locate and open the RTS DOC
• Take note of the following, to help with locating the returned mail and determining action required:
  • Details of the letter/form
  • Unique Letter ID. The first 10 digits are needed
  • Date of returned mail
  • Any text on the Note that will provide more details, such as who the letter was addressed to (nominee or customer)

Note: staff may need to search a few days each side of the date. This is because the letter date on the Note and the letter date on the system do not always align.

If the customer has a nominee, check both the customer and nominee records for the correspondence.

Mail may be located any of the following systems:

• Process Direct
• Customer First
• Archiving and Culling Engine (ACE)

Staff must systematically check each system until the original letter is located.

Process Direct

To search for the correspondence, see:

• Viewing or reissuing a letter or electronic message for how to use the:
  • History Summary (HS) screen
  • Correspondence (CORRO) screen
• Archive Search Display in Process Direct > Process > Table 4for how to use Outbound Correspondence Archive for Process Direct letters older than 120 days

Customer First

To search for the correspondence, see:

• Viewing or reissuing a letter or electronic message for how to use the:
  • History Summary (HS) screen
  • Outbound Correspondence tool
  • Communication History tab

Can the returned mail be located?

• Yes, go to Step 9
• No, the correspondence may have been archived, go to Step 7

• Staff must request access to ACE
• Once access is granted, use ACE to locate the returned mail

Was the returned mail found in ACE?

• Yes, go to Step 9
• No, go to Step 8

When all search options have been used and the mail was not located ask Local Peer Support (LPS) for help.

If LPS help find the correspondence, go to Step 9.

If unable to find the correspondence with LPS help:

• Escalate by sending an email to the Customer Details helpdesk. Include details about the LPS contact and the search
• Annotate the Return to Sender Note work item with action taken. Include details about the search attempts in ACE
• Place the work item on hold for 14 days:
  • Select the Status icon
  • Select Edit
  • Select Change Status
  • Status: On Hold
  • On Hold Reason: Referral to Policy/Helpdesk/Service Support Officer
  • On Hold Expiry Date: 14 days in the future
  • Select Save
• Procedure ends here until the Customer Details Helpdesk responds

If actioning a ZCOC_RTS_PD work item, in:

• Process Direct:
  • Go to Keywords icon
• Work Optimiser:
  • Go to Worklist
  • Select the activity: Work Item Attributes

This will show a list of keywords for this work item.

For a list of keywords, see the Resources page.

Note: keywords relating to a nominee will only display if the customer has a correspondence nominee.

If:

• payments are suspended or cancelled whereabouts unknown (WUK) and the customer has contacted, go to Step 10
• work item allocated is for the second contact attempt for return to sender work transaction that has come off hold:
  • and requires a second attempt, go to Step 16
  • after sending a Q999 requesting evidence, go to Step 25
  • Q999 or Q062 letters have been returned, go to Step 25

Otherwise, go to Step 12.

Compare the address on the letter to the current postal address on the Address (AD) screen.

If there is any reason to doubt the customer is living at the address on the AD screen, they must provide evidence they are still living at that address before the payment is restored.

Evidence may be required if:

• mail has previously been returned from the address
• there is a suspected marriage-like relationship
• the customer cannot provide a satisfactory reason for returned mail.
  Note: only issue a Rent Certificate (SU523HD) where a change to or verification of accommodation and rent details is required. It cannot be issued for the customer to use as evidence that they still live at their last recorded address. See Rent Assistance verification

Tell the customer the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus. See Centrelink letters online and Electronic Messaging.

Update preference on the Electronic Messaging and Online Letters (EMOL) screen if required.

If suitable, help the customer to register for myGov. See How users create a myGov account and link services.

Has the customer advised that their address has changed?

• Yes, go to Step 23
• No, go to Step 11

Mail has been returned from a Care of Post Office address

• Tell the customer:

Please check your mail at least fortnightly. Australia Post will not hold your mail indefinitely and they will return it to Services Australia. This can result in your payment being suspended.

• If the customer is unable to regularly collect their mail, they may need to find a more permanent solution to their mailing address, see Updating address details
• Restore the payment and resend correspondence
• Go to Step 26

Reason to doubt customer is still living at the address

• Tell the customer they must provide evidence that they still live at the recorded address before payment can be restored
• Annotate the Return to Sender Note with action taken
• Place the work item on hold for 14 days:
  • Select the Status icon
  • Select Edit
  • Select Change Status
  • Status: On Hold
  • On Hold Reason: Customer to Provide Information
  • On Hold Expiry Date: 14 days in the future
  • Select Save
• Procedure ends here, until evidence is provided or ZCOC_RTS_PD work item falls due

No reason to doubt customer still living at the address:

• Restore the payment
• Resend correspondence
• Go to Step 26

Review the Return to Sender Note on the Document List (DL) screen. Check the:

• note text for details
• address the letter was sent to, and
• date issued

See the Resources page for a list of keywords and ZCOC_RTS_PD work item details.

If the returned mail is:

• for a deceased customer, see Table 2
• from the correspondence nominee's address, this includes where a nominee may not be a current customer, go to Step 13
• notification letter about unauthorised activity and work item has keyword SCANNDB, see Table 3
• about a Youpla Resolution Payment, see Table 5
• a current Aged Care (RCA) customer, go to Step 14
• a Restricted Access record, it can only be updated by staff with access to the customer's record, go to Step 15
• an address that is different on the system to the one on the letter, go to Step 26
• returned from a financial institution (for example, NAB, UBANK, Westpac), see Table 6
• for a customer in a remote community and work item has keyword SCANREM, see Table 7
• a Rent Certificate (SU523), go to Step 15
• a returned Proof of Life review, see Table 4 > Step 2 in the Proof of Life intervention
• for a customer who is SUS/IMP or CAN/IMP, create a Display on Access (DOA) DOC on the record:
  • Reason: select SCC Special Contact Considerations
  • Expiry: select a date of 12 months or as long as required
  • Text: include the following text:
    'Mail was returned from (insert address here). At next contact confirm the customers correct mailing address and make updates as necessary. See OB 102-03010010 & 102-10030010.'
  • Go to Step 28
• for any other reason, go to Step 15

If a nominee is not a current customer, their address must remain current to ensure they receive the customer’s mail at the correct address.

Correspondence returned from nominee's address or there is no valid address

When nominee mail has been returned from a nominee's address or the letter could not be issued because there is no valid address recorded:

• Go to the Nominee Link Summary (NOLS) screen to select the nominee
• From the Nominee Address Summary (NOADS) screen, check if a new address has been recorded

Select the appropriate option:

• Error (for example, wrong suburb or street number), correct the address, see Changing personal details of nominees and reissue the returned mail, go to Step 26
• Changed, go to Step 26

Nominee's address has not changed

Contact the nominee on their last known phone number. Calls to nominee organisations should be made during business hours only.

Did the nominee provide a new address?

• Yes:
  • Complete any updates to the nominee's contact details before processing the ZCOC_RTS_PD work item. See Changing personal details of nominees
  • If the customer and the nominee live at the same address, update both the nominee's address and the customer's address. See Table 2 in the Cancelling a nominee arrangement
  • To reissue the returned mail, go to Step 26
• No, and the nominee arrangement is:
  • involuntary, do not cancel the nominee arrangement without a completed SS532
  • voluntary, make genuine attempts to contact the customer. If the customer could not be contacted or they do not know the nominee's new contact details, cancel the nominee arrangement. See Table 2 in the Cancelling a nominee arrangement

Go to Step 16.

Check:

• the customer has a status of RCA/CUR
• the RCA Institution Summary (RIS) screen in the RCA system for:
  • Care Type: Residential
  • Admission Date: date of entry
  • Confirm address of residential care provider using available online resources such as Google search
• for a current correspondence nominee:
  • Nominee details on the Nominee Link Summary (NOLS) screen

If the:

• letter has been returned from a postal address, reissue to home address. Go to Step 26
• address on the system is different to the one on the letter. Go to Step 26
• address has not changed, attempt to call the customer or their nominee on their last known telephone number. Go to Step 16

• Check the Benefit Status (XBS) screen to see if the customer is current on any payments or concessions. Note: current customers include Family Tax Benefit (FTB) and Child Care Subsidy (CCS) customers.
• Compare the address on the letter to the current postal address on the Address (AD) screen.

If the customer:

• is no longer current, go to Step 28
• has a new claim activity and there is:
  • a new address in the claim, update the address and then go to Step 26
  • no new address, try to contact the customer. Note: it may be necessary to view the claim to check the address they have provided. Go to Step 16
• is current on a payment or is a nominee for a current customer and the address:
  • has been updated since the mail was returned, go to Step 26
  • on the record matches the returned mail address, go to Step 16

Do not attempt to call a customer or nominee if they are overseas.

Otherwise, attempt to call customer or nominee on their last known telephone number. Calls to nominee organisations should be made during business hours only.

A genuine attempt to contact the customer must be made:

• If the first call is unsuccessful, place the ZCOC_RTS_PD work item on hold for a second contact attempt
• Annotate the Return to Sender Note with details of the attempted contact

Note: all payments must stay current while trying to contact the customer/nominee.

Did the Service Officer contact the customer or nominee?

• Yes, go to Step 19
• No:
  • First call attempt unsuccessful, go to Step 17
  • Second call attempt unsuccessful, go to Step 21
  • For RCA customers, go to Step 18
  • Does not have a telephone, go to Step 21
  • Currently overseas, go to Step 21
  • For all other customers, go to Step 21

• Annotate the Return to Sender Note recording unsuccessful contact attempt
• Place the work item on hold until the next day:
  • Select the Status icon
  • Select Edit
  • Select Change Status
  • Status: On Hold
  • On Hold Reason: Pending - Contact with the customer
  • On Hold Expiry Date: Tomorrow's date
  • Select Save
• The ZCOC_RTS_PD work item will be allocated the next day for a second attempt
• Procedure ends here

Delegation to change a Centrelink address based on data exchange information only is limited to staff at the APS4 level or above. If a customer's address needs to be updated to a residential care address, Service Officers below APS4 level must refer the address update to Aged Care Local Peer Support (LPS) who will complete the address update.

Address updates will flow to the Aged Care Staff Portal (ACSP) and Aged Care Management Payment System (ACMPS).

Is this customer currently in residential aged care and receiving an income support payment or has a concession card?

• Yes:
  • Do not suspend payments
  • For assistance in updating address, see Table 3 in the Change of address to an aged care home
  • Staff at APS3 level and below must refer the address update to Aged Care Local Peer Support
  • Once the address has been updated, go to Step 25
• No:
  • Care type is not listed as Residential on the RCA circumstances (RCIRC) screen
  • Mail has been returned from their home address
  • Go to Step 21

Advise of returned correspondence and discuss reasons for return. Consider the reasons for the returned correspondence, such as:

• The customer's medical conditions, for example, acute psychiatric disability or Acquired Brain Injury (ABI)
• Other circumstances, for example, hospitalisation or remoteness
• Mail was returned from a Care of Post Office address. Australia Post will not hold the customer's mail indefinitely and will return it to Services Australia. Customers must check with the Post Office at least fortnightly
• If a Rent Certificate (SU523HD) was returned see Processing Proof of rent for the verification field on the Accommodation Details (AC) screen
• Depending on the reasons for returned correspondence, other arrangements for receiving mail may be more appropriate, for example, having a correspondence nominee receive their correspondence or using myGov inbox

Tell the customer the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus.

Update preference on Electronic Messaging and Online Letters (EMOL) screen if required. See Centrelink letters online and Electronic Messaging.

If suitable, help the customer to register for myGov, see How users create a myGov account and link services.

Compare the address on the letter to the current postal address on the Address (AD) screen.

Has the customer advised of a new address?

• Yes, go to Step 23
• No, go to Step 20

Reason to doubt customer is still living at the address

• Tell the customer they must provide evidence that they still live at the address recorded on the system
• Annotate the Return to Sender Note, recording successful contact and request for evidence to be supplied
• Place the work item on hold for 14 days (this will allow the work item to be reallocated):
  • Select the Status icon
  • Select Edit
  • Select Change Status
  • Status: On Hold
  • On Hold Reason: Customer to Provide Information
  • On Hold Expiry Date: 14 days in the future
  • Select Save
• Procedure ends here until evidence provided or ZCOC_RTS_PD work item becomes due

No reason to doubt customer still living at the address

Resend correspondence, go to Step 26.

Mail has been returned from Care of Post Office address

• Tell the customer:

Please check your mail at least fortnightly Australia post will not hold your mail indefinitely and they will return it to Services Australia. This can result in your payment being suspended

• Resend correspondence
• Go to Step 26

Check the Address (AD) screen for current address details. If the customer has a home address recorded as No Fixed Address or no postal address, mail will be returned to sender.

Does the customer have a home address recorded as “no fixed address, confidential” or similar, and have no postal address recorded?

• Yes, Q999 cannot be sent. End date all address types from today's date:
  • Go to the Address (AD) screen and select all current address types (postal, home, etc.)
    Select Edit
    End Date: today's date
  • Payment will automatically suspend or cancel with reason code whereabouts unknown (WUK)
  • Annotate the Return to Sender Note before completing the ZCOC_RTS_PD work item
  • If the returned mail was a Rent Certificate (SU523) and the customer has multiple address/rent updates without verification, update the Accommodation (AC) screen with Not Verified (NVE). This is because the rent details recorded on the AC screen have not been verified
  • Go to Step 25
• No, go to Step 22

• Send a Q999 letter to the last recorded address using the following free text:
  'We recently sent correspondence to this address, and it was returned to Centrelink. Please contact to confirm your current postal address. Your payments may be suspended or stopped if you do not respond to this notification within 14 days'
• If the returned mail was a Rent Certificate (SU523) and the customer has multiple address/rent updates without verification, update the Accommodation (AC) screen with Not Verified (NVE). This is because the rent details recorded on the AC screen have not been verified
• If the customer has a New Claim activity pending, annotate the new claim DOC that mail has been returned and that an address should be checked
• Place the work item on hold for 14 days or 28 days if overseas:
  • Select the Status icon
  • Select Edit
  • Select Change Status
  • Status: On Hold
  • On Hold Reason: Customer to Provide Information
  • On Hold Expiry Date: 14 days in the future (28 days if overseas). Allow extra time for mail delivery for the customer to respond
  • Select Save
• Procedure ends here until customer contacts or ZCOC_RTS_PD work item falls due

This is a Family and domestic violence interaction point. If the customer is with another person, on speaker phone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

Is the address change due to a change in relationship status or any other change in circumstances other than changing address?

• Yes, the address update and other change in circumstances must be completed in a separate activity
  • See Updating address details, and
  • Once other circumstances have been actioned, go to Step 26
• No, the customer has a change of address and no other change in circumstance:
  • See Updating address details, and
  • When ready to make updates, go to Step 24

Note: if updating an address for a customer who is homeless or has no fixed address, a postal address must be recorded. See Change of address for a customer who is homeless or has no fixed address.

The Date of Receipt (DOR) must be updated where notification of an address change is received after the original transaction DOR. Refer to the relevant Operational Blueprint procedure for advice on when Update DOR should be used.

To update, go to the Transaction Summary (TS) screen:

• Select > Update DOR
• Key the New date of Receipt
• Select Update
• An Auto Regenerating Claim message displays
• Select Process to continue processing the transaction
• Update the Finalisation Note with the relevant details

Update address details:

• Go to the Address (AD) screen
• Select Add
• On the Create Address table complete the following:
  • Start Date: the start date/Date of Event (DOV) is the date of change as advised by the customer
  • End Date: Leave the default End Date unchanged unless the customer has advised of a temporary or Term address
  • Address Type: select the appropriate address type from the dropdown list
  • Make Partner's address same as the customer. Staff must update this field accordingly.
    Note: If the partner's address is not the same, this is a change in circumstances, refer to Step 23
  • Address Line 1: enter address details
  • Post Code: enter the Post Code as advised by the customer
  • Suburb: enter the Suburb as advised by the customer
  • Select Save

If further updates are to be made to other address types for the customer, repeat this process.

Accommodation (AC) screen

• Update the accommodation details as per Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• Restore the payment if payment was CAN/WUK
• Resend correspondence, go to Step 26

Has the address been updated?

• Yes, go to Step 26
• No, select from the below options:
  • Customer is no longer current on any payment, annotate the Return to Sender Note with findings, go to Step 28
  • Customer is current, end date all current addresses:
    Go to the Address (AD) screen and select all current address types (postal, home, etc.)
    Select Edit
    End Date: today's date
    Payment will automatically suspend or cancel with reason code whereabouts unknown (WUK)
    Annotate the Return to Sender Note before completing the ZCOC_RTS_PD work item
    Go to Step 27
  • Mail was returned from a Nominees address, see Cancelling a nominee arrangement. Annotate the Return to Sender Note with actions taken. Go to Step 28

Determine if the letter is still relevant. For example, if:

• the letter was in relation to a suspension of payment. The payment has since been restored, there is no reason to reissue the correspondence
• it is determined that the letter is not required to be reissued. Document the record as to why the letter is not being resent

If the letter is no longer required, document the record with why it is no longer required then, go to Step 28.

If it is determined that the letter should be reissued, in the ZCOC_RTS_PD work item:

• Go to the OASR screen
• Select Manual letter selection, from the Task Selector, then select Next
• Complete the Benefit type field. This field is pre-populated. Use the dropdown list to select a different benefit type if required. For example, if they do not have a current payment use 'CCD'
• Letter code: key Q062. (Letter will appear as an Income Statement letter)
• Select Next

The Manual letter edit screen displays:

• Complete the Rules
• Check the CLIENT_POST_ADD field in the Variables section
• If address details were updated within the transaction, make sure the new address displays
• In the FREE TEXT PARAGRAPH field, add the following free text.
  'The attached correspondence was returned to Centrelink. It is now forwarded to you for your information.'
• Select Next

The Manual letter completion screen:

• Select Print letter
• Destination: select Print locally (Final)
• Select Next
• Select Assess

Go to Step 27.

Note: do not cancel the Return to Sender ZCOC_RTS_PD work item/transaction.

To complete the ZCOC_RTS_PD work item:

• On the Errors (SWE) screen, select Assess
• On the Entitlement (ELD) screen, select Finish
• Update the Finalisation Note with the relevant details. Make sure to remove any unnecessary wording
• Select Finalise to complete the work item

Go to Step 29.

Note: do not cancel the Return to Sender Processing work item.

Annotate the Return to Sender Note with findings and actions taken

To complete the ZCOC_RTS_PD work item:

• Select the Status icon
• Select Edit
• Select Change Status
• Status: Completed
• Select Save

Go to Step 29.

• Open Customer First
• Key Customer Reference Number (CRN) in the CRN/BP field
• Go the Activity List (AL)
• Located the Customer Contact Details/WUK activity
• Annotate the RTS DOC with action taken
• Complete the work item/activity:
  • Select (S) the activity
  • Select Continue
  • Select Complete

If error E103AM shows, select the return to sender DOC on Document List (DL) screen, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.