Centrelink letters online and Electronic Messaging 133-05000000

Most letters are available to be sent as PDF files to a customer’s myGov Inbox. Customers can use Adobe Acrobat Reader or another PDF viewer to view these types of file.

To view their letters, customers can sign into their:

• myGov account:
• their last 5 messages (letters) display on the homepage
• select Inbox to view all their messages
• Express Plus Centrelink mobile app, select Inbox

Most letters display as PDF attachments in a new window.

Some letters may include a hyperlink to a brochure or insert which, when selected, will open in a new window.

Letters stay in the myGov Inbox for up to 2 years. Customers can:

• print them
• save them to their computer or the vault in their app

Customers can use self service terminals to view and print their letters.

When access to a myGov account is lost

All letters issued to an old myGov account are 'synchronised' to the new inbox if:

• a new myGov account is created, and
• the Centrelink account is linked to the new myGov account

Customers can view their historical letters in their new myGov inbox.

Problems viewing letters may occur if the customer’s computer or device does not have a valid ‘file association’ stored for PDF files.

Ask the customer if they can open other PDF files using their internet browser:

• Yes, they could be using a saved bookmark to access their letters. Ask them to close their internet browser and start a new session, then sign in to myGov
• No, ask them to try another internet browser

If the PDF still does not open:

• ask if they can try another computer. If the PDF opens on another computer, their computer software may need updating
• if they cannot try another computer, ask if they have the Express Plus Centrelink mobile app on a device like a smartphone or tablet. If the PDF opens on another device, their desktop computer software may need updating

See Resources page for more help. This includes how to fix issues with most popular internet browsers.

Customers can view letters online in their myGov Inbox, 2 working days after the letter is created. Weekends and public holidays may delay letters.

The customer gets an SMS or email from myGov to let them know they have a new letter.

For example:

• a letter generates on Monday
• they can view it online on Wednesday
• they get an SMS or email on Wednesday to let them know they have a new letter

Customers can change how myGov notifies them. They can go to myGov > Account settings to choose SMS or email and to update their myGov contact details.

Request a document service

If a customer requests an immediate print of a document using this service, they can view it straight away in their Inbox.

Most Centrelink letters can be sent online.

Some letters may also be sent by post, with a copy sent online that shows 'sent to your mailing address'. These include letters with a:

• brochure or insert not available online, or
• reply-paid envelopes

Some letters may only be sent by post. These include letters:

• to third parties (except correspondence nominees) requesting information, e.g. employers, banks, financial advisers
• that only print locally
• created offline (e.g. using Word)
• considered unsuitable for online delivery, and
• most Online Advice (OLA) letters

Letters sent by central post will print 2 working days after the letter is created. Australia Post then collects the letters and delivers them as per their timetable.

Letters delivered online will display in:

• Customer First on the:
• History Summary (HS) screen
• Communication History tab
• Search Outbound Correspondence tool
• Process Direct on the:
• CORRO screen
• HS screen

See Viewing or reissuing a letter or electronic message.

Customers will automatically start getting Centrelink letters in their myGov Inbox once they link Centrelink services to their myGov account.

If this does not happen, they will need to unlink and relink Centrelink services.

Services Officers cannot complete the initial subscription for customers.

This applies only to individual nominees. Nominees can:

• subscribe to receive their own letters, and copies of letters sent to their customer(s)
• only view letters and publications for their customer during the period of the nominee arrangement

If a nominee is also a customer, they must receive their and their customer's letters the same way.

Organisation nominees get letters via Organisational Online Mail when they register for Online services for organisation nominees.

Customers:

• can view most of their letters in their myGov Inbox
• will get some letters by post. These are letters that include a brochure or insert not available online (such as a reply paid envelope or a form that must be completed and returned)
• will get an SMS or email from myGov to let them know they have a new letter. They can go to myGov > Account settings to change how they are notified
• should view their letters as soon as possible
• can unsubscribe at any time

Nominee can also view copies of most of their customer's letters in their Inbox.

View current myGov subscription details on the Electronic Messaging and Online Letters (EMOL) screen. In:

• Process Direct, key EMOL in the Super Key
• Customer First, key EMOL in the Next field > select Enter

Customers can change how they receive messages (SMS or email) and their myGov contact details in myGov > Account settings.

Customers will stop getting their Centrelink letters in their myGov Inbox if one of the following occurs:

• their myGov account is locked
• they unlink Centrelink services from their myGov account
• access to their Centrelink online account is locked
• delivery to their Inbox fails
• death action is coded

Sign in to myGov and select Centrelink services:

• select My Details > Letters and messaging > Electronic messaging and letters subscription
• the Subscription Summary/Edit page displays their current subscription
• select No to the question ‘Would you like to receive your Centrelink letters online through your myGov Inbox?’
• select the reason, then Continue
• Review and Submit page shows their updated subscription and a declaration they must accept
• select Submit button. A receipt number displays on the Receipt page

The customer can resubscribe at any time.

Online account:

• sign in to myGov and select Centrelink services and select:
• My Details > Letters and messaging > Electronic messaging and letters subscription
• Yes to the question ‘Would you like to receive your Centrelink letters online through myGov Inbox?’
• Next
• Review and submit page shows their updated subscription and a declaration they must accept
• select Submit. The Receipt page displays a receipt number

Express Plus Centrelink mobile app:

• sign in to the app
• select Inbox from home page
• accept the declaration by selecting OK
• select Submit

Staff assistance to re-subscribe or unsubscribe to myGov Inbox

Go to the Electronic Messaging and Online Letters (EMOL) screen to view current myGov subscription details:

• in:
• Process Direct, key EMOL in the Super Key > select Update
• Customer First, key EMOL in the Nxt field > select Enter > select Update
• for question ‘Would customer like to receive their letters online?’, select:
• Yes to re-subscribe the customer. Tell the customer that myGov will notify them according to the settings in their myGov account when a new letter is available in their myGov Inbox, or
• No to unsubscribe a customer from myGov Inbox. Select a reason for unsubscribing from the drop down list options

Sign in to myGov and select Centrelink services:

• select My Details > Letters and messaging > Electronic messaging and letters subscription
• Subscription Summary/Edit page shows their current subscriptions
• select Yes to the question ‘Would you like to subscribe to the Electronic Messaging service?’
• select their notification method, email or mobile (SMS)
• check and update their email address or Australian mobile number. This updates their Centrelink record. They will need to update any myGov details separately
• select Continue
• Review and Submit page shows their updated subscription and a declaration they must accept
• select Submit button. A receipt number displays on the Receipt page

They will get a welcome message within a day.

Messages will not contain any personal information or hyperlinks to any website. Customers:

• will only receive messages relevant to their circumstances
• cannot respond to the messages (SMS or email)
• must advise Services Australia if they change their mobile phone number or email address. If they wish to continue receiving electronic messages whilst overseas, their Australian mobile number must be connected

Customers can change how they receive messages (SMS or email) and their Centrelink contact details:

• sign in to myGov and select Centrelink services
• select My Details > Letters and messaging > Electronic messaging and letters subscription
• the Subscription Summary/Edit page shows their current subscriptions
• select their notification method, email or mobile (SMS)
• check and update their email address or mobile number. This updates their Centrelink record. They need to update myGov details separately
• select Continue
• the Review and Submit page shows their updated subscription and a declaration they must accept
• select Submit button. A receipt number displays on the Receipt page

They will get a welcome message within a day.

Staff can change how a customer receives messages (SMS or email).

In Process Direct:

• go to the Electronic Messaging and Online Letters (EMOL) screen
• select Add
• on Create electronic messaging, the Channel Type defaults to Electronic messaging
• Would customer like to receive Electronic Messages: select applicable option
• Contact method:
• select the applicable option
• check contact details are correct
• Advise the customer: Read the message to the customer
• Customer agrees to terms and conditions: select applicable option
• select Save
• complete the Receipt Date and Channel fields, select Save
• select Assess and address any errors/warnings
• select Assess again, then select Finish. Record details of the update
• select Finalise to complete the transaction

In Customer First:

• go to the EMOL screen
• select Update > SMS or email
• check contact details are correct
• select Continue to complete the activity

The customer will get a new welcome message within a week. Advise the customer to contact if they do not get the message.

Customers will stop receiving electronic messages if one of the following occurs:

• their contact details are removed or end-dated
• they had chosen to receive electronic messages by SMS but have now changed their Australian mobile number to an overseas mobile number, either by self-service or staff assistance in Process Direct
• they had chosen to receive electronic messages by SMS but their current Australian mobile number has been deleted and a new overseas mobile number added in Customer First
• death action is coded

Note: if a customer is temporarily overseas and no longer has access to their Australian mobile number (for example, data roaming is not turned on), they will not receive the SMS security code to access their myGov inbox. This will not change the customer’s myGov subscription details.

Sign in to myGov and select Centrelink services:

• select My Details > Letters and messaging > Electronic messaging and letters subscription
• the Subscription Summary/Edit page displays their current subscription details
• select No to the question ‘Would you like to subscribe to the Electronic Messaging service?’
• select the reason, then Continue
• Review and Submit page shows their updated subscription and a declaration they must accept
• select Submit button. A receipt number displays on the Receipt page

The customer can resubscribe at any time.

If the customer wants to continue getting Centrelink publications electronically, see Publications > Process page > Step 2.

Check the EMOL screen in Process Direct or in Customer First.

Create message between 8:00 am and 8:00 pm on any day using the customer's local time, otherwise it may not send until the next working day.

The customer's local time displays in the Contacts and accommodation details section on the Customer Details page in Customer First.

If the message is created between 8:00 am and 8:00 pm, the system will send it in 'real time'. For 'pre-call' messages, allow a lead in time of 5 minutes in case there is a delay sending the message.

Make the outbound call within 2 hours of sending the message.

If making the call more than 2 hours after sending the message, record a DOC detailing the intent of the call. This allows Smart Centre staff to provide the correct advice to the customer and transfer the call appropriately.

Messages created before 8:00 am Monday to Friday will not be sent until 9:00 am (Canberra time) that day.

Messages created before 8:00 am on weekends will not be sent until 9:00 am (Canberra time) the next working day.

Messages created after 8:00 pm on any day will not be sent until 9:00 am (Canberra time) the next working day.

Desktop messages will display the sender as CENTRELINK on the customer's mobile phone.

In Process Direct:

• in the Customer's record, Key CORRO or HS in the Super Key field

In Customer First:

• Communication History tab on the Customer Details screen
• Workspace > Search Outbound Correspondence
• History Summary (HS) screen

If the customer has already received several messages in the last 14 days, consider if it is appropriate to send another message.

• Pre-call notification (SMS only)
  Advises customer a Service Officer or Subject Matter Expert (SME) will call today
  This message must only be created between 8:00 am and 8:00 pm on any day using the customer's local time or it will be delayed
• ARO only - Pre-call notification (SMS only)
  Advises the customer they will receive a call in the next 2 hours to discuss a decision they want reviewed
  This message must only be created between 8:00 am and 8:00 pm on any day using the customer's local time or it will be delayed
  Not to be used by SMEs or other staff
• ARO only - Post-call notification
  Advises the customer we tried to contact them about their request for a formal review of a decision and asks customer to call back on specific number by a specific date
  Not to be used by SMEs or other staff
• Assessment Services only - Pre-call SMS to arrange a JCA for DSP claim (SMS only)
  Advises the customer that a Centrelink representative will be contacting them to arrange a JCA appointment
• Assessment Services only - Pre-call SMS to advise ESAt or JCA phone assessment (SMS only)
  Advises the customer that a Centrelink Assessor will be contacting them to conduct their ESAt/JCA phone assessment
• Pre-call - Emergency claim (SMS only)
  Advises the customer that a Service Officer will be calling them about their Centrelink emergency claim
• RSS - Request customer to contact - discuss review
  Advises the customer that a Service Officer tried to call them about their payment review and to call back on a direct number
• RSS - Request customer to contact - discuss review outcome
  Advises the customer that a Service Officer tried to call them about the outcome of their payment review and to call back on a direct number
• Request claim lodgement
  Reminds the customer to submit their claim for a student payment or independent status
• Confirm claim lodgement
  Advises the customer their claim has been received. Do not use for claims that use the Circumstance Change Monitor (CCM) as CCM already sends confirmation messages
• Request documents
  Request documents from the customer to support their claim for a student payment or independent status claims only
  Do not use for claims that use CCM. Request document using Process Direct or the Customer First guided procedure
  Must also send a formal request using the Request for Information guided procedure
  Can also send to their partner or parent if they have permission to enquire. Create message on partner or parent's Centrelink record
• Reminder to provide documents
  For student payment or independent status claims only
  Can also send to their partner or parent if they have permission to enquire. Create message on partner or parent's Centrelink record
• Claim finalised
  Advises the customer their claim has been completed
  Do not use for claims that use Circumstance Change Monitor (CCM) as CCM sends a grant or rejection message
• Advise Student Allowable Time Expiry date and request Academic Transcript
• Social Worker request for customer to contact
  Social workers only - advises the customer that a social worker tried to call them and to call back on a specific number
• Social Worker pre-call (SMS only)
  Social workers only - advises the customer that a social worker will call them today.
  This message must only be created between 8:00 am and 8:00 pm on any day using the customer's local time or it will be delayed
• Warning social distancing COVID19 (SMS only)(Approved decision makers only)
  Advises the customer that non-compliance with social distancing rules may result in restricted access to our service centres
• Warning self-isolation COVID19 (SMS only)(Approved decision makers only)
  Advises the customer that breaching self-isolation requirements will result in exclusion from our service centres and police contact
• Warning behaviour (SMS only)(Approved decision makers only)
  Reminds the customer that they must treat staff and other customers with respect. If they don't, we may restrict how they contact us and/or we may contact the police
• MSP provisional (SMS only)(Approved decision makers only)
  Advises the customer that due to their behaviour, they may not attend our service centres for a specific period. Confirms they can complete their business by speaking with someone on a specific number, or by using their online account
• MSP reminder (SMS only)(Approved decision makers only)
  Reminds the customer that they may not attend our service centres for a specific period. Confirms they can complete their business by speaking with someone on a specific number, or by using their online account
• MSP face to face and call restriction/MSP Review outcome - extend (SMS only)(Approved decision makers only)
  Advises the customer that due to their behaviour, the MSP restriction has been extended for a specific period. Confirms they can complete their business by speaking with someone on a specific number, or by using their online account
• Debt Raising - Unsuccessful Contact (SMS only)
  Advises the customer that a Service Officer tried to call them about their debt. It also advises that a letter will be sent explaining how much is owed, their repayment options and advice to call the debt line for more information
• Messages available through Correspondence – Issue Correspondence (Process Direct):
• Pre Call SMS to Customer (SMS only)
  Advises customer a Service Officer or Subject Matter Expert (SME) will call today
  This message must only be created between 8:00 am and 8:00 pm on any day using the customer's local time or it will be delayed
• Emergency Claim Pre Call SMS to Customer (SMS only)
  Advises the customer that a Service Officer will be calling them about their Centrelink emergency claim

See Resources page for links to message text.

• key CORRO in the Super Key field > press [Enter]
• scroll down to Issue Correspondence
• select Pre Call SMS to Customer from the Select Correspondence Type list
• the customer's name and mobile phone number will pre-populate
• select Preview to view the message (not mandatory), otherwise select Submit to send the SMS message

A Pre call alert SMS notification will display in the Correspondence History section with status of Communication Sent. It will also appear on the HS page.

Select Workspace > Customer Communication > Desktop Messaging

• the customer's name, contact details, and DEMC message history displays
• select Create EM
• highlight message in the Document Description list, select Next
• select text options from drop down list(s) if applicable
• Social Workers only - key contact phone number, including area code
• select Preview EM to view the message. Check the text is correct
• if not correct or not to be sent, select Cancel
• if correct, select Send Electronic Message

The Electronic Message Communication History displays. A message advises an 'Electronic Message has been queued'.

The message also displays on the Communication History tab on the Customer Details screen.

A Pre call alert SMS notification will display in the Correspondence History section with status of Communication Sent. It will also appear on Search Outbound Correspondence page in Customer First.

• Customer is not registered for SMS
  SMS messages can only be sent to customers with an SMS preference recorded
• Cannot send an Electronic Message. Confirm a customer first
  Select the customer record before creating the message
• Cannot send an Electronic Message. Customer does not have Electronic Messaging consent
  Subscribe the customer to EM if they agree
• System cannot retrieve customer's mobile number or email address. Contact ICT support
  If there are web service issues, try again later. Otherwise, submit the 'Enterprise Outbound Communications (EOC) issue' mySupport webform:
• go to mySupport
• search using key words (e.g. SMS, email, messages), error message or application name and select the relevant webform
• complete and Submit the webform taking note of any receipt or reference code produced
• Electronic Message sent within the last 2 weeks. Consider if a new Electronic Message is required
  Check recent SMS or email messages before creating a new DEMC message. Make sure it is appropriate to send the message
• Deceased person record, cannot send Electronic Message
  DEMC messages cannot be sent to a partner or parent for deceased customers
• Please select an Electronic Message document
  Select message type from the Document Definitions list
• Do you really want to cancel the Electronic Message creation process - OK or Cancel
  Confirm DEMC message is no longer needed, or cancel to continue
• Create Electronic Message process has been cancelled
  Confirms DEMC has not created the message
• Please select [Recipient/s][Topic][Details][Payment Type][Circumstance][Phone No] value
  Select relevant options from the drop down list(s) or key contact phone number (Social Workers only)
• Electronic Message PDF is being generated. Please try to display again soon
  The PDF copy of the message is not ready for viewing yet
• Electronic Message has been queued
  Message will be sent within 5 minutes if created between 8:00am and 8:00pm (customer's local time), otherwise it will be sent at 9:00 am the next working day
• This message is ONLY sent as part of the customer aggression response process by approved decision makers. Usage is monitored, only proceed if appropriate
  These messages may only be sent by approved decision makers

Take note of the:

• SMS or email content
• mobile number or email address that received the message

Is the person a current customer?

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

Check the EMOL screen to see if the customer subscribes to EM or the myGov Inbox. The system may have subscribed them if they gave their mobile number or email address.

In Customer First, check the mobile number (including subscriber and silent details) or email address is correct on their customer record. If incorrect, update the details.

Search the SMS/Email Search (SMEM) screen to check if the mobile number or email address is recorded for more than one Customer Reference Number (CRN).

Is there more than one CRN with this mobile number or email address?

• Yes, go to Step 4
• No. If the customer:
• is not subscribed to EM or the message is not relevant to them, report the incident. Procedure ends here
• wants to unsubscribe, tell the customer to update their subscription in their myGov online account. Procedure ends here

Ask for their name and contact details, including their mobile number and/or email address.

In Customer First, search the SMS/Email Search (SMEM) screen for the mobile number or email address that received the message.

Is there a CRN with this mobile number or email address?

• Yes, go to Step 4
• No, report the incident. Procedure ends here

Before making any updates, ensure that the mobile number or email address belongs to the person contacting.

Do not disclose any details to the person contacting. This includes the mobile phone number or email address on a customer's record.

If there was an error, it is possible the customer's record is intertwined. Refer this to the Data Quality Unit.

If satisfied that the mobile number or email address belongs to the person contacting:

• advise them they should not receive any further incorrect messages from Centrelink
• in Customer First, search the SMS/Email Search (SMEM) screen and select the incorrect record(s)
• check the EMOL screen to see if the customer subscribes to EM or the myGov Inbox
• end date the mobile number or email address accordingly

In all cases, record on a DOC the person's contact details and information they have given.