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

If CRN is to be

• deleted, go to Step 2
• undeleted, go to Step 4
• undeleted due to a submitted claim, go to Step 5

For a CRN to be deleted, it must comply with the following Delete Person (DP) business rules:

• a person (PER) record
• no payment within the past 5 years
• no current internal links (LS)
• no mutual ATO identified (MCI)
• no current external links (NU)
• no current or future activities (FAL), and
• no outstanding debts

Do all of the above apply?

• Yes, go to Step 3
• No,
• the record cannot be currently deleted, see Step 3 on the Process page of Identifying a customer's primary Centrelink Customer Reference Number (CRN)
• If Primary CRN determination has been made, see Step 5 on the Process page of Actioning multiple Centrelink Customer Reference Numbers (CRN) for cleansing action
  Note: cleansing (that is, removing links from LS and NU, MCI etc) is only completed after the Primary record determination has been made
• Procedure ends here

• Insert the CRN in the CRN field and press [Enter]
• Key 'DP' in the Next field
• Select 'Yes' against ‘Do you want to delete this record?'
• Select the 'Multiple CRN' option against 'What is the reason for deleting this record?’

There are some circumstances where the reason 'Multiple CRN' is not the appropriate option for use when deleting a CRN. In these instances, the option 'Single Shell Record' should be used.

These are on occasions where a Same Person Assessment has been inconclusive and the CRN meets the Delete Person business rules.

• Record the primary CRN in the Record of the CRN of the associated record where one is present field
• Select 'Continue'
• Select the 'Yes' radio button against ‘Please confirm deletion’ and select 'Continue'

Run the Primary CRN DOA DOC macro on the primary CRN, adding the deleted CRN.

Procedure ends here.

Does the reason/s to undelete the customer record meet the critical business needs:

• A claim is accidentally started, submitted or finalised on a deleted CRN, or
• Data, where a ripple needs to occur for correct payments and raising debts?

• Yes,
• Go to the environment where the recipient's deleted record is located
• Enter the CRN to be undeleted in the CRN field. Press [Enter] or select the 'Continue' button
• Key 'DP' in the Next field. Press [Enter]
• The status of the record, the record type and the option to undelete the record is displayed
• Select the 'Yes' radio button and press the 'Continue' button
• Confirm the undeletion by selecting the 'Yes' radio button and selecting the 'Continue' button

Alternatively, the Service Officer can reset the form by selecting the 'No' radio button or selecting either the 'Reset' or 'Cancel' buttons. This will not undelete the CRN.

If the record has been undeleted in Env Y, it will need to be transferred back to the recipient's correct environment prior to any activities being completed on the record. See Environment Y for inactive deleted and deceased customer records.

• No,
• DQU Helpdesk - advise the Service Officer to create a new CRN
• DQU Mailbox enquiry - Send the email template 'Deleted email'

Procedure ends here.

Complete a thorough search to locate an existing customer record.

Does the customer have an existing CRN?

• Yes,
• Undelete the CRN as per Step 4, then see Actioning multiple Centrelink Customer Reference Numbers (CRNs)
• Procedure ends here
• No,
• Undelete the CRN as per Step 4
• Procedure end here