Deleting or undeleting a Centrelink Customer Reference Number (CRN) 102-13030030

A Centrelink record is deleted if it meets certain business rules. This is normally:

• a period of inactivity
• no active links to other records, or
• information that is out of date

Deleted records are only found if the exact CRN is entered into the database. It allows Service Officers to view the customer’s information and simultaneously protects the record from any updates.

Deleted records will display ‘M9851 Deleted record - screen fields protected’ message.

Note: deleted records are not classified as multiple CRNs and should not be referred to the Data Quality Unit (DQU) as multiple CRNs.

In some circumstances, the system has enabled online claims to be submitted onto deleted CRNs, which then generates a work item.

Service Officers must:

• Complete a thorough search to locate an existing customer record
• Ensure the correct record has been found for the customer
• Cancel the new claim (NCL) activity on the deleted CRN and re-index on the primary customer record. See Indexing, re-indexing and cancelling claim activities

If an exhaustive search has not identified an existing customer record, contact the Data Quality Unit (DQU) to undelete the record.

The manual deletion function is restricted to staff within the Data Quality Unit (DQU) and controlled by Resource Assignment.

Only person (PER) and unauthenticated online entity (UOE) records can be manually deleted once specific business rules are met.

When DQU deletes a customer’s multiple record a Display on Access (DOA) DOC containing the deleted CRN will be added to the customer’s primary record.

Automatic deletion occurs on inactive records by a periodic 'shell clean-up' of the database. In this process ‘shell’ records that meet specific business rules are deleted.

A CRN that has been deleted either manually or automatically can be undeleted, this function is restricted to staff within the Data Quality Unit (DQU).

DQU will undelete a customer record if there is a business need.

Where there is a business need to undelete the customer record, contact the DQU to undelete the record.

If the record has migrated to Environment Y, see information under the Environment Y heading.

Environment Y stores deleted, deceased, spurious and training records where there is no ongoing business need to retain the records. A record can be retrieved or undeleted if there is a business need. See Centrelink Environment Y for deleted and inactive deceased customer records.

Access to move CRNs with the status of deceased from Environment Y is restricted to Data Quality Unit (DQU) staff.