Separating safely - protecting personal details 102-22060707
Expand allThis 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.
This document provides the details staff should give to customers to keep their personal details safe when unlinking their record from another person. This includes separating from their partner, parent or ending a carer relationship.
Actions to help a customer protect their information
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Customers at risk of or experiencing family and domestic violence + Read more ... Before proceeding, staff must follow the process in Family and domestic violence first if the customer is separating from their partner or ending a carer relationship. This will assist to determine if a customer is experiencing or at risk of FDV and to offer appropriate referrals. Once that procedure is completed, staff must return here to follow separating safely processes. Is the customer at risk of or experiencing family and domestic violence?
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Actions for staff + Read more ... Staff need to:
Follow the relevant Items outlined below to help the customer determine steps they can take to help keep them safe. |
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Change passwords or PIN + Read more ... The customer should consider changing their passwords or PIN for:
This is especially important if the other person had access to the customer's accounts. The customer can also consider adding a password to their record, which they will be asked to provide when they contact Centrelink, Medicare, or Child Support. Customers will need to request password access separately with Centrelink, Child Support and Medicare. See:
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Review agency arrangements for someone to act on the customer's behalf + Read more ... Before updating any personal details, such as their address, the customer may need to end arrangements for someone to act on their behalf. This can include:
Customers need to update these details separately with Centrelink, Child Support and Medicare. Note: tell the customer that when a Centrelink nominee arrangement is cancelled both parties will receive a letter to tell them the arrangement has ended. Online access will also immediately cease. There is a specific process to follow when cancelling a nominee arrangement for customers experiencing FDV. See Cancelling a nominee arrangement. See:
Centrelink Medicare Child Support |
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Customer's relationship status with Centrelink + Read more ... When a customer separates from a partner, they need to update their relationship status. This will ensure:
The customer should do this before updating other details on their record. Updating the customer's relationship status:
Depending on the type of the payment they get, the customer can:
Note: if the customer is experiencing FDV, the separation may be able to be completed immediately and if required verification supplied within 14 days. This also applies to customers that are still living with their ex-partner (Separated under one roof). See Table 2 in Change in relationship status from partnered to single for process information. If the customer is not experiencing FDV, see Change in relationship status from partnered to single. Also see: |
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Transfer to a new Medicare Card + Read more ... If the customer is on a Medicare card with other people, they should transfer off the card before they update their address. This makes sure:
If there are children on the Medicare card, the customer can add them to the new card. Customers can complete this online. See: |
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Update the family Medicare Safety Net registration + Read more ... When a customer separates from a relationship, they should update their Family Safety Net. This keeps their Medicare claims and reimbursement details private. See:
Family registration and confirmation for Medicare Safety Net |
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Review other arrangements for someone to act on the customer's behalf + Read more ... Before updating any personal details, such as their address or medical information, the customer may need to end arrangements for someone to act on their behalf with services outside of the agency. This can include:
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Change payment destination + Read more ... Customers should check if they need to update their bank account details:
Customers can update their bank details online. They need to update the details separately for Centrelink, Medicare, and Child Support. See: Centrelink
Medicare
Store, confirm and end date bank account details for Medicare EFT payments Child Support |
