View/update overseas travel online 133-04150030

Item

Description

1

Customers do not see the Travelling outside of Australia menu item

The menu item will show all current customers:

• with a status of ASS, CUR, CNP, CZR or SUS
• on one or more payments/services other than AGDRP, AVTOP, BBY, LIS, EMEP, SIFS, PES, SSU

2

Customers see the message 'We cannot estimate your payment changes online' and cannot see the 'Add Travel details' button

Customers may also see additional messaging on the page. This will show more information about the reason.

This occurs when the service is not able to complete a portability assessment and includes:

• The customer already has future travel details recorded. Customers are unable to advise of more travel details online
• Agreement customers:
• excluding New Zealand
• if partner is an agreement customer and PPE=Y then customer is also ineligible
• Overseas customers:
• if partner is overseas and PPE=Y then customer is also ineligible

3

Customers cannot 'edit' current travel details

Customers recorded as being overseas will not see an Edit link on their current travel information. This will occur when existing travel details include one of the following:

• date of return
• country of destination
• reason for travel

For procedures when a customer contacts, see Coding departures and returns for customers leaving Australia.

If overseas customers need to change their country, return date or require an extension, they must contact Centrelink International Services (CIS).

4

Customers cannot 'edit' future travel details

Future travel details cannot be edited in the following scenarios:

• There are no future travel details recorded
• Agreement customers
• Reason for travel recorded:
• Customer travel details have a reason of AFC, HUM, MED, MIL, OFS, NZL or NWC
• If partner has one of these reasons recorded and their travel dates are the same as the customer's

5

Customers cannot 'delete' travel details

Customers are not able to delete current travel details (currently overseas or the absence they are currently in).

Agreement customers cannot delete future travel details.

6

Manual follow up when customers advise they are travelling on a cruise ship

Manual Follow-up (MFU) activities will generate in the PEN system for customers travelling on a cruise. Centrelink International Services (CIS) will action these activities to record the overseas absences on the customer’s record:

• MFU1 Date of Departure:
• Online Portability Cruise: DEP: DOD dd/mm/yyyy: DOEA dd/mm/yyyy
• Keywords: INVIRN,CRUDEP,ONLPRT
• MFU2 Date of Expected Arrival (that is, Date of Return):
• Online Portability Cruise: ARR: DOD dd/mm/yyyy: DOEA dd/mm/yyyy
• Keywords: INVIRN,CRURET,ONLPRT

7

Manual follow up when the advised travel is not correctly updated on the customer’s record

If an update fails when a customer advises of their travel online, and some or all of the details are not coded on the customer’s record, a work item ZALL_PORT_GEN is generated with the keyword MANTRA.

The travel details must be recorded in a DOC. Use the details in the DOC to action the work item and update the customer, partner and children records as applicable.

The DOC must contain the following:

• Departure date: yyyymmdd
• Return date: yyyymmdd
• Country of Destination: xxxxxxxxx
• Child xxxxxx will also be travelling (if applicable)
• Partner xxxxxx will also be travelling (if applicable)
• Care Receiver xxxxxx will also be travelling (if applicable)

If the DOC has no travel details to update, or there is no DOC, complete the work item without updating the customer’s record.

Note: some work items may not open in Process Direct directly from Workload Manager. When this happens:

• copy the Work Item ID from Workload Manager
• search for the Work Item ID in Customer First through the Online Interaction Summary
• update the record if required
• complete the Work Item in Workload Manager

For more information about coding portability, See Coding departures and returns for customers leaving Australia.