Return to sender (RTS) mail for Centrelink 102-10030010
This document outlines how to process correspondence returned to Centrelink 'whereabouts unknown'.
On this page:
Processing Centrelink return to sender correspondence WUK
Customers with unauthorised activity letter - SCANNDB
Customers with a review in the Integrated Review System (IRS)
Customers with Youpla Resolution Payment letters
Letters returned from a financial institution
Processing Centrelink return to sender correspondence WUK
Table 1: this table describes the steps required when correspondence is returned 'whereabouts unknown'(WUK).
Step |
Action |
1 |
Correspondence returned from customer’s address + Read more ... Note: staff must not cancel any work items for correspondence returns to Centrelink ‘Whereabouts unknown’. When mail is returned to Centrelink, the customer’s record will either:
Has a person contacted as they have received mail containing personal information for someone else?
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2 |
Find the Return to Sender DOC + Read more ...
Note: staff may need to search a few days each side of the date. This is because the letter date on the DOC and the letter date on the system do not always align. |
3 |
Locate mail + Read more ... Note: if the customer has a nominee, check both the customer and nominee records for the correspondence. To locate mail in Process Direct or Customer First, see Viewing or reissuing a letter or electronic message. Can the returned mail be located?
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4 |
View keywords and work item details + Read more ... Select from the below options to view the keywords: In Customer First:
This will show a list of keywords for this work item. In Work Optimiser:
This will show a list of keywords for this work item. |
5 |
Customer contact or work item created + Read more ...
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6 |
Customer contacts – payments are suspended or cancelled WUK + Read more ... Compare the address on the letter to the current postal address on the Address Summary (ADS) screen. If there is any reason to doubt the customer is living at the address they must provide evidence they are still living at the recorded address before the payment is restored. Evidence may be required if:
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 Overview (EMO) screen if required. If suitable, assist customer to register for myGov, see How users create a myGov account and link services. Has the customer’s address changed?
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7 |
Returned correspondence with a work item created in Customer First + Read more ... See the Resources page for a list of Keywords and Work Item details. If mail has been returned and:
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8 |
Nominees + Read more ... Where a nominee is not a current customer, their address must remain current to ensure they receive the customers mail at the correct address. Select the appropriate option: Correspondence returned from nominee’s address + Read more ... Go to the Nominee Link Summary (NOLS) screen to select the nominee. Compare the address on the letter to the address on the Nominee Address Summary (NOADS) screen.
Correspondence returned from the customer’s address + Read more ... |
9 |
Current Aged Care (RCA) customers + Read more ... Check:
If the:
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10 |
RTS - work item requires action + Read more ... Check if the customer is current on any payments or concessions via the Benefit Status (XBS) screen. Note: current customers include FTB and CCS customers. Compare the address on the letter to the current postal address on the Address Summary (ADS) screen. If the customer:
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11 |
Contact customer or nominee + Read more ... Attempt to call customer or nominee on their last known telephone number. Calls to nominee organisations should be made during business hours only. Do not attempt to call a customer or nominee if they are overseas. At least 2 calls should be made over a 2 day period. See genuine attempts to contact. Note: all payments must stay current while trying to contact the customer/nominee. Can the customer or nominee be contacted?
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12 |
Changing address for Aged Care (RCA) customers in residential care + Read more ... 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 in Customer First 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 in receipt of an ISP or a concession card?
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13 |
Contact successful + Read more ... Advise of returned correspondence and discuss reasons for return. Consider the reasons for the returned correspondence, such as:
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 Overview (EMO) screen if required. If suitable, assist 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 Summary (ADS) screen. Has the customer’s address changed?
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14 |
Contact unsuccessful + Read more ... Does the customer have no fixed address or no mailing address?
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15 |
Follow up action required or work item has come off hold + Read more ... Has the address been updated?
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16 |
Customer has a new address or address has been verified + Read more ...
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17 |
Complete activities + Read more ... Note: staff must not cancel the Return to Sender Processing work item. To complete the work item/activity in Customer First:
If error E103AM shows, remove the workgroup and position from the activity information section and select complete. Procedure ends here. |
Deceased customers
Table 2: This table describes the returned mail process for deceased customers.
Step |
Action |
1 |
Review work item + Read more ... Review the date of issue on the letter and documents on the record. Was mail returned more than 12 months after it was issued or is there suspected fraud or suspicious activity on the record?
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2 |
Information on letter still relevant + Read more ... Is the information on the letter still relevant? For example, the customer has an outstanding debt, adjusted tax payment summaries, letters returned from the executor or estate?
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3 |
Is the letter related to an outstanding debt or debt recovery? + Read more ...
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4 |
Annotate the DOC + Read more ... Find the DOC the debt letter relates to and annotate it with:
Complete activity. Go to Step 5. |
5 |
Complete activities + Read more ... Note: staff must not cancel the Return to Sender Processing work item. To complete the activity/work item in Customer First:
If error E103AM shows, remove the workgroup and position from the activity information section and select complete. Procedure ends here. |
Customers with unauthorised activity letter - SCANNDB
Table 3: This table describes the returned mail process for customers who have been sent letters about unauthorised activity on their Centrelink online account.
Step |
Action |
1 |
Check if the customer is on a current payment + Read more ... Review the work item. A work item for an unauthorised activity letter will have the keyword SCANNDB. Check if the customer is current on payment on the Benefit Status (XBS) screen. Is the customer on a current payment?
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2 |
Check address + Read more ... Compare the address on the letter to the current postal address on the Address Summary (ADS) screen. Has the customer’s address changed?
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3 |
Customer contact required + Read more ... Before attempting to call a customer, review Centrelink - customer notification letters about potential unauthorised access. Attempt to call the customer or their nominee on their last known telephone number.
Note: all payments are to remain current whilst attempting to contact customer/nominee. Can the customer or nominee be contacted?
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4 |
Online letters + Read more ... Go to the EMOL screen in Process Direct to check if the customer subscribes to online letters. It will show if they received the letter online. If the customer:
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5 |
Successful customer contact + Read more ...
Check the customer’s current address information on the Address Summary (ADS) screen. Has the customer’s address changed?
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6 |
Customer has a new address or address has been verified + Read more ... Check if the customer was subscribed to online letters when the letter was sent. Go to the EMOL screen in Process Direct to check if the customer subscribes to online letters. It will show if they received the letter online. If the customer:
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7 |
Complete activities + Read more ... Note: staff must not cancel the Return to Sender Processing work item. To complete the work item/activity in Customer First:
If error E103AM shows, remove the workgroup and position from the activity information section and select complete. Procedure ends here. |
Customers with a review in the Integrated Review System (IRS)
Table 4: This table describes the returned mail process for customers with outstanding IRS reviews.
Step |
Action |
1 |
Letter is regarding a review + Read more ... Is the information on the letter regarding an outstanding IRS review?
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2 |
Annotate the DOC + Read more ...
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3 |
Complete activities + Read more ... Note: staff must not cancel the Return to Sender Processing work item. To complete the work item/activity in Customer First:
If error E103AM shows, remove the workgroup and position from the activity information section and select complete. |
Customers with Youpla Resolution Payment letters
Table 5: This table describes the actions to take when a customer receives a letter about Youpla Resolution Payment.
Step |
Action |
1 |
Youpla Resolution Payment letter + Read more ... Is the information in the letter about Youpla Resolution Payment? Note: the work item will have the keyword SCANPLA.
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2 |
How to process the Return to Sender work item + Read more ... Specialised staff in the Youpla Support Team project process all Return to Sender processing work items. For staff not in this team:
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Letters returned from a financial institution
Table 6: This table describes the actions to take when a customer’s record has a letter returned from a financial institution.
Step |
Action |
1 |
Letter returned from a financial institution + Read more ... Is the letter from a financial institution (for example, NAB, UBANK, Westpac)?
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2 |
Escalate + Read more ... Escalate by email to the Payment Delivery Team
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3 |
Annotate the DOC + Read more ...
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4 |
Complete activities + Read more ... Note: staff must not cancel the Return to Sender Processing work item. To complete the work item/activity in Customer First:
If error E103AM shows, remove the workgroup and position from the activity information section and select complete. Procedure ends here. |