BasicsCard reactivate posted or previously suspended card 103-01230050

The customer, or payment nominee (if the BasicsCard was issued to a payment nominee), may contact when they

• find their previously lost or stolen BasicsCard and request to have this card reactivated
• get their BasicsCard in the mail after requesting it over the phone

Confirm identification

• If the customer has contacted, confirm the identity of the customer before proceeding with the interview. Go to Step 3
• If the payment nominee has contacted, go to Step 2

Ensure the BasicsCard was issued to the payment nominee.

• Check the payment nominee arrangement exists
• Check the payment nominee's identity
• If an income managed customer has a payment nominee, the BasicsCard will be issued to the payment nominee on behalf of the customer

Check the BasicsCard status on the BasicsCard Summary page. Access the BasicsCard Summary page via Customer First>Workspace>Income Management and under the BasicsCard heading select BasicsCard Summary.

If the status is Blocked:

The BasicsCard will be 'blocked' by the Card Transaction Provider (CTP) if the customer enters their Personal Identification Number (PIN) incorrectly six or more times at a BasicsCard Merchant.

These BasicsCards can be 'unblocked' by the customer changing or resetting their PIN.

Is the status showing as suspended?

• Yes, go to Step 4
• No, procedure ends here

• Yes, go to Step 5
• No, the BasicsCard can be reactivated. Go to Table 2, Step 1 table

Advise the customer/payment nominee of the following:

• The re-activation is not possible as a replacement card has already been issued and activated
• The found BasicsCard is to be destroyed by them as it has been cancelled and replaced by a new BasicsCard

Record details on a DOC. Procedure ends here.

Updates are made using the Change BasicsCard status workflow. BasicsCard Status can be viewed on the BasicsCard Summary screen.

Is Customer First Workspace available?

• Yes, go to Step 2
• No, go to Table 3, Step 1

Prior to running the Change BasicsCard Status workflow, review the Card Suspension DOC on the Document List (DL) for additional information about why the BasicsCard was suspended.

If the information in the DOC suggests the suspended card should not be re-activated, tell the customer a re-activation is not possible at this time and the customer/payment nominee will need to request a replacement. Go to BasicsCard initial offer or replacement of BasicsCard

If the BasicsCard can be reactivated, go to Step 3

When reactivating a suspended BasicsCard, ensure the card in the customer/payment nominee's possession matches the BasicsCard number listed on the BasicsCard Summary screen.

Does the suspended card number match the BasicsCard Summary Screen?

• Yes, go to Step 4
• No, look up the card using the Reference Number Search Facility (RNS) screen using the following inputs:
• Customer ID: enter the 16 digit BasicsCard number
• Client Department: IND
• ID Type: BCN
• Next Screen: ‘PED’ Select

If error - 1018ZZ - No National Index records found meeting the search criteria' presents, a replacement BasicsCard has already been reissued and the card they are holding can’t be reactivated. Go to Initial offer or replacement of BasicsCard to issue a replacement BasicsCard.

If the card has been allocated to another person, email the Income Management Helpdesk with the customer and card details. Go to Initial offer or replacement of BasicsCard to issue a replacement card.

Procedure ends here.

Run the Change BasicsCard Status workflow:

An Authentication page displays.

• If the customer has Display on Access (DOA) DOCs, confirm that all the DOA DOCs have been read
• Confirm if the customer's record is password protected
• Confirm how the customer was authenticated by selecting the method/methods by which the customer has been authenticated using the list provided, or
• If the customer has a payment nominee, confirm the nominee's name and password. The workflow will not continue until this is done.

If a nominee cannot recall their password, refer to Adding or rejecting a nominee request.

This page will display the customer/payment nominee's:

• card number
• expiry date
• card status
• reason for suspension
• option to 'opt in' to BasicsCard Balance Printed on EFTPOS receipt (BOR)

If the customer/payment nominee consents to the offer of BOR and 'yes' is selected, then a 'consent statement' will appear. The customer/payment nominee will need to read and accept the consent statement in order to 'opt in' to Balance on Receipt. Once the consent statement is accepted the system will allow the Service Officer to continue on.

Note: there are a group of national retailers that are BasicsCard Balance on Receipt merchants. The merchants have the functionality to print BasicsCard balances on EFTPOS receipts for customers.

• Select the 'Reactivate' option from the Please select a BasicsCard status action dropdown list
• Click Finalise
• User message displays: 'BasicsCard reactivated. Current balance $......'

Record on the DOC that the card has been reactivated, including the time and date. Delete or add information as required.

BasicsCard status shows as Active on the BasicsCard Summary page.

If the customer/payment nominee requires their Personal Identification Number (PIN) to be changed following re-activation, including when a card has been issued by mail, see BasicsCard request to change Personal Identification Number (PIN).

Note: all customers/nominees who get a BasicsCard posted in the mail must set their PIN after reactivating their BasicsCard.

Review current priority needs and allocations to the BasicsCard. Procedure ends here.

Is Customer First Customer Record available?

• Yes, 's'elect 'Suspend/Reactivate card' on the BasicsCard selector task (BCTS) screen or type 'BCSR' in the Nxt: field. Code 'ACT' in the Action: field to reactivate the card. Go to Step 2
• No, go to Step 3

If the customer/payment nominee requires their Personal Identification Number (PIN) to be changed following re-activation, see BasicsCard request to change Personal Identification Number (PIN).

Procedure ends here.

Resources contain a link to the BasicsCard Alternative Interface.

Is the BasicsCard Alternative Interface available?

• Yes, go to Step 4
• No, to access the BasicsCard Contingency Support System (BCSS), go to Step 7

The BasicsCard Alternative Interface is an external website maintained by the Card Transaction Provider.

The Alternative Interface provides BasicsCard:

• balance
• status
• transaction history
• status updates, and
• can be accessed to suspend, activate (reactivate previously suspended cards) and unblock BasicsCards when the BasicsCard number is known.

The BasicsCard number must be known to use this interface

Generally this would only be used when Customer First and Customer Record are not available as the BasicsCard Alternative Interface does not contain any customer information. It cannot be used to locate a customer's record or to verify a customer's identity. Access and use of this facility is intended for Service Officers in the 24/7 Income Management Line or Level 1 and 2 Helpdesks.

Note: this must be used in conjunction with Income Management Business Continuity Procedures to authenticate customers.

Log in to the BasicsCard Alternative Interface

• Open an Internet Browser session
• Access the interface’s web entry page. Resources contains a link to the BasicsCard Alternative Interface. Note: this can be added to 'Favourites' for future use
• To access this system, enter your assigned: 'username' and 'password', then select 'Log in'
• Usernames are the user's full Services Australia email address, (for example, john.citizen@servicesaustralia.gov.au) in lower case
• If the password is forgotten, select the 'Forgotten password?' link on the User Login screen. The email address will be the user's full Services Australia email address, (for example, john.citizen@servicesaustralia.gov.au) in lower case
• If there are any issues accessing this facility, email the Income Management Helpdesk. See Resources page for their contact details

From the Account or Card Search page:

Select the 'Search by Card No' and enter the 16-digit BasicsCard number. Press [Search].

The Transaction History screen will display card balance, transactions and status.

To update card status select the 'Card Status' button. The Card Status screen will display.

To reactivate previously suspended BasicsCard:

• enter the Office Code
• in the New Card Status box select the action required, 'ACTIVATE'
• enter the Reason Code from the drop down box
• select Save which will update the card status

Navigate Back to the Transaction History screen which will show card status as ACTIVE.

Service Officer will not be able to DOC the customer's record in the BC Alternative Interface. Manually record the customer's details to be updated on the customer's record when Customer First is available. Procedure ends here.

The BasicsCard Contingency Support system allows access to limited functions for BasicsCard when the Centrelink system and BasicsCard Alternative Interfaces are not operational.

The BasicsCard Contingency Support System will allow the following functions:

• display current BasicsCard status
• obtain BasicsCard balance
• obtain Income Management account balance
• suspend, reactivate or unblock a BasicsCard
• change/reset a BasicsCard Personal Identification Number (PIN)

The BasicsCard Contingency Support System will automatically update details of any transactions completed when systems are restored.

To access the contingency system, use the link in Resources to the login page for the BasicsCard Contingency Support System. Note: add this address to 'Favourites' for future use.

See Resources for links to the training presentation available on the BasicsCard intranet page.