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



Contact Details

Customer Details Helpdesk > go to Identity Program and select Customer Details Helpdesk.

Payment Delivery Team > select positional mailbox.

Forms

To access the Direct Referral to SSO Webform see:

Keywords and work item details

Table 1: This table contains details to help with corrective and follow up action.

Note: the !SCANRTS keyword applies to all work items. Look for another keyword

Keyword

Work Item Reasons

SCANNOM

Nominee as per Links Summary (LS) screen

SCANRCA

Customer is RCA/CUR on benefit status line

SCANADSE

Address Summary (ADS) screen shows one of the following: NO FIXED, NO LONGER, CENTRELINK, TO BE ADVISED or HOMELESS

SCANDSPB

Customer is DSP/CUR, DSB/CUR or AGB/CUR on benefit status line. Also, Age Pension customers who were previously in receipt of Disability Support Pension (DSP)

SCANHOML

Customer is current on a primary payment and a HOMELESS MFU activity found on Activity List (AL) or Future Activity List (FAL) screen

SCANDAF

Customer is Restricted Access (previously known as Deny Access)

SCANO80

Single Age pensioners aged 80 years and over

SCANDEA

Customer or partner is recorded as deceased (provisional or confirmed data)

SCANOSEA

Customer outside Australia as per Country of Residence (CRES) or Customer Advised Travel Details (RSCD) screen when return to sender letter is issued

SCANENDD

Address previously ENDDATED in last 28 days script wants to ENDDATE again

SCANPTRN

Address Summary ADS screen indicates partner's address is different. Address may be the same, however have different formatting e.g. U 1 18 or 1/18

SCANBLOC

Another activity is preventing the update, e.g. 'STA'rted activity preventing end dating address

SCANMLTI

Multiple WUK DOC NFA on Document List (DL) screen

SCANDATE

Scanned Batch Laser Advice (BLA) letter has an invalid date or no date

SCANOLDL

Return letter more than 42 days old, no other letter issued since return to sender

SCANADD

SCANNADD

Customer has returned correspondence and Home (HOM)/Postal (POS) is different from letter address and Temporary (TEM) or Term (TER) is recorded

SCANMULT

Customer has more than one letter for the same date on the History Summary (HS) screen

SCANNOT

Customer’s Benefit is no longer current

SCANHPCC

Customer’s Health Care Card (HCC), Pension Concession Card (PCC) or Seniors Health Care Card (SHC) has been returned but unable to determine date from Concession Card Issue Summary (CCIS) screen

SCANLET

Letter on HS print status does not allow for reprint of returned letter

SCANNLET

System was unable to identify letter on record

SCANOTH

Letter on HS screen has a status of AU, PC or PQ system cannot determine if customer should be suspended

POSTLTR

Customer has had a new address recorded, letter to be reissued

SCANNDB

Customer was sent a letter about unauthorised activities

SCANBEMP

SCANRTSB

SCANRSS

Customer was sent a letter and has an outstanding IRS review

SCANINAD

Customer’s home or postal address is different to the letter address. This may be due to system not recognising special characters (e.g. - , ’ , / )

SCANNCL

Customer has an outstanding or started claim at the time of the returned mail

SCANL62

Customer has a new address recorded and letter is more than 62 days old

SCANPHY

Customer has an address type of PHYsical recorded

SCANYPLA

Customer sent a Youpla Resolution Payment letter