Open exchange of information for Child Support customers 277-09190000

Take every opportunity to educate customers about OEI, for example when:

• talking to a customer about the options of lodging a Change of Assessment (COA) application or objection
• contacting the applicant or respondent to discuss a lodged COA application/objection
• asking customers to provide additional information
• contacting customers undergoing a Capacity to Pay (CTP) investigation

When informing a customer about OEI focus, explain what will happen as part of the open exchange process and not just legislative requirements.

This helps manage customer expectations as they will:

• understand how the agency may use the information they provide
• make informed decisions about the information they choose to provide
• consider the possible consequences of providing information which will be exchanged with the other parent

The customer's decision to proceed may be influenced by their knowledge of OEI.

If a customer shows any sign of distress during this type of conversation, offer a referral for support.

To offer the best options for the customer and their situation, see Customer Risk Identification Model and the Customer Support/Referral Guide.

Take note if the customer:

• has a family and domestic violence sensitive issues indicator recorded on Cuba, or
• has indicated on forms or documents they have supplied that they are at risk of or experiencing family and domestic violence, or
• discloses they are experiencing family and domestic violence during the conversation

See Family and domestic violence.

Explain this to the customer:

• Child Support must tell all the relevant parties what information is being taken into account when a decision is being made
• This is due to OEI requirements and the principles of procedural fairness

OEI involves the exchanging of any information provided by customers (or third parties) in relation to their COA application or objection. Where the information will be used to make the decision it will be provided to the other party for comment. Information is usually exchanged by providing the other party with copies of documents but information can also be provided verbally if it is more efficient to do so.

Tell the customer:

• information they provide will be exchanged with the other party
• information a third party provides may be exchanged with both parties to the child support case. A third party is someone who is not a party to the application
• they will be advised of information provided by the other parent/customer
• Child Support will exchange information through the most efficient means available, including secure email. Correspondence received via email is encrypted and only applies to this process. It will not affect current correspondence channels, eg post or myGov

A solicitor may assist a customer to prepare their COA application and/or response form. The solicitor cannot represent the customer or be involved in the COA process but they can receive correspondence on the customer's behalf.

If a customer asks their solicitor or legal representative to deal with an objection on their behalf, the representative is entitled to access all information relevant to the process. Any discussions with the representative about OEI must be done by the decision maker.

Take note if the customer:

• has a Family Violence sensitive issues indicator recorded on Cuba, or
• has indicated on forms or documents they have supplied that they are at risk of or experiencing family and domestic violence, or
• discloses they are experiencing family and domestic violence during the conversation

Explain this to the customer:

• Child Support must tell all the relevant parties what information is being taken into account when a decision is being made
• This is due to OEI requirements and the principles of procedural fairness

Discuss with the customer the information the decision maker will need to make a decision and how they can self-edit any other information.

Ask the customer to carefully consider whether any of the information they have provided may increase the risk of family and domestic violence after it is exchanged with the other party.

Do not accept applications or responses that include:

• material that is offensive or is intended to abuse or degrade the other parent or children
• content related to family and domestic violence, unless that content is relevant to the application

If there are concerns about the safety, health or welfare of a parent, non-parent carer or child/ren due to family and domestic violence, provide the customer with options that allow them to make informed choices about their child support case.

Each situation is different and the affected persons are best placed to make the decision on which option will best work for them.

Verify it is okay to exchange information. Three contact attempts are required on all available numbers over 48 hours before doing so.

If contact is unsuccessful, see Table 4.

For general direction where family and domestic violence is identified, see Family and domestic violence.

The OEI between customers is a requirement under the Child Support legislation and for the purpose of procedural fairness/ natural justice.

During the COA and objections processes, Child Support is required to exchange the application/objection and accompanying documents with the other party/parties to the process.

Information must be exchanged with parties to a decision to make sure a customer who may be adversely affected by the information has an opportunity to respond and comment on the information before the decision is made.

A copy of the COA application/objection and accompanying documents provided will be sent to the other customer. Responses and supporting documents provided by the other customer are also subject to OEI and will be exchanged with the applicant.

There is no legislative requirement in the objections process to provide a copy of the response (and/or accompanying documents) to the objector. However, in the interest of procedural fairness, customers must be provided with the opportunity to respond to any information which may result in findings which are adverse to their interests. It is also appropriate to seek a response where doing so would assist in making a better decision.

The documents can be discussed verbally and it may be appropriate to exchange actual copies or edited copies of relevant documents. Document any discussions in the Objections or COA Maintenance window.

Customers must choose what they include in their application/objection and supporting documents however documentation containing offensive material or other material such as certain personal information or evidence from children will not be exchanged. See Table 5.

Note: tell the customer if the matter proceeds to the ART for an ART first review, the agency will provide a copy of all information relevant to the decision to the ART and the other party including:

• information not previously exchanged that is now relevant to the ART review
• records of conversations the customer had with us
• information obtained from Child Support’s requests for information. For example section 161 notice

Refer the customers to the ART for any other questions about the tribunal process.

Tell the customer:

• if they do not want the other party to see certain details, documents or other information, they should either not include that information or delete or edit the specific details from the documents they provide.
  For example, if the customer needs to provide a pay slip, they can remove the name of the employer, tax file number, address, phone number and bank account details from the document before submitting it as evidence
• any deleted information will not be relied on by the decision maker when making the decision. The decision will be based on information that was made available to both customers

If the customer has family and domestic violence concerns, ask if the information provided, when exchanged with the other party, may increase their risk.

Do not accept applications or responses that include:

• material that is offensive or is intended to abuse or degrade the other parent or children
• content related to family and domestic violence, unless that content is relevant to the application

Tell the customer to remove personal information such as address, phone numbers or employer details from their application or objection if the exchange of such information may be detrimental to their safety and/or wellbeing.

Examples of items which the customer may want to edit include:

• address
• phone numbers
• tax file number (TFN)
• CSID
• employer details
• bank account numbers
• medical information not relevant to the decision
• school or day care location or contact details of children in their care

Tell the customer any information or documents they provide will not be edited before being forwarded to the other party, except in limited circumstances. See Table 3 and Table 4.

COA applications and objections, responses or accompanying documents containing offensive content will not be accepted and will not be used or exchanged as part of the decision making process. See Table 5.

A customer may request, either verbally or in writing, not to exchange information they provide with the other party. If this occurs tell the customer:

• any information that is not exchanged cannot be considered by a decision maker
• in the event of an ART first review, the information may be considered and exchanged, and
• they need to decide if they wish the information to be exchanged or disregarded during the process

If the customer decides not to exchange the information, document their decision in Cuba.

A customer may request documents not be exchanged.

Child Support will not remove or edit documents on behalf of the customer - with the exceptions outlined in Table 3 and Table 4.

If the applicant does not want the application or supporting documents to be exchanged tell the customer they can withdraw their application and resubmit it after reviewing and editing the documents. If the applicant refuses to do this, tell them the agency will serve a copy of the application and accompanying documents on the other party in accordance with the requirements in the legislation (Child Support (Assessment) Act 1989 section 98G).

If the respondent does not want their response or supporting documents to be exchanged change the category of the correspondence to 'General' and the subcategory to 'None' in the View Correspondence window. This will make sure that the response is not identified as part of the relevant COA process.

This will generate a Correspondence Received intray, this intray must be deleted.

If the applicant or the respondent chooses 1 of the options above, the Decision Maker (DM) will print and provide a copy of the relevant documents to the owning customer only along with a unique letter and a blank copy of the Application/Objection or Response if required. The unique letter must explain these documents have been disregarded and will not be provided to the other party as part of the COA process. See Letters Cuba Process Help.

If the customer decides not to exchange the information, document their decision.

Having sighted documentation that is now withheld from the OEI process, the DM may consider that they, or someone else, may perceive that their impartiality is affected. It may be appropriate to refer the case to the DM’s Team Leader for re-allocation to a different DM.

Tell the customer if either party lodges an appeal to an objection decision that progresses to the ART, the information may be exchanged.

Refer the customer to the ART if they have any questions regarding the tribunal's use of information.

If the customer is lodging a review application with the ART, explain the other party will receive a copy of the entire file sent to the Tribunal. This will include any information relevant to the decision under review, including Cuba screen shots and notepads. This will also include any information they asked not to be exchanged during the COA or Objection process.

For information about the legislative requirements between Child Support and ART, including the procedure when an application for an ART first review is lodged, see Administrative Review Tribunal (ART) applications against Child Support decisions.

Conversations with customers about OEI must be documented in Cuba:

• Objections staff must document in the Objections Maintenance window
• Internal DMs and SAS staff must document in the COA Maintenance window, or
• Capacity to Pay staff must document in the Capacity to Pay window

Note: where there is no active COA application or objection document in the Communication window.

Any information the customer has advised they do not want exchanged must be documented in the window relevant to the associated process.

If the customer agrees to receive correspondence electronically, document their agreement, including the correct email address.

Information received after a decision has been made cannot be considered and must not be exchanged with the other party.

If a customer or a third party provides information which relates to the process after the decision has been made:

• add note on the COA Maintenance or Objection Maintenance window stating it was received after the decision was made
• contact the customer and advise:
• the new information cannot be considered because the decision has already been made
• if the information relates to a COA decision, it may be appropriate for them to object or lodge another COA application
• if the information relates to an objection decision, the customer may wish to seek an ART first review

See Contact with Child Support customers.

The Privacy page contained in a COA application, COA Response, Objection or Objection response must never be sent or provided to the other customer.

Additionally, a Decision Maker (DM) must never provide information from the Privacy page to either customer during conversations with the customer or in the written Decision.

See Change of Assessment in special circumstances.

TFNs (or their international equivalents) must not be provided to anyone (including the owner of the TFN) under any circumstance. All TFNs must be removed from documents before they are exchanged.

Family Reports from the Federal Circuit Court may contain a note that prohibits disclosure to other parties. Where such a prohibition exists details from a Family Report cannot be taken into account when making a decision nor are copies to be provided to the other party.

Note: the Federal Circuit Court was formerly known as the Federal Magistrates Court of Australia. All such prohibitions should be adhered to.

If a customer or third party has faxed a document the originating fax details (fax number etc.) usually shows on the top of the received copy. Additional location information may also display, for example Post Office details.

The customer has no way of editing this but it could reveal a customer's general location. These numbers and location information must be obscured completely.

The originating email address will be visible if a customer who is not eligible for an online account or a third party has emailed information to Child Support using the Services Australia Webmaster address.

The originating email address must be obscured completely because the customer or third party cannot edit this.

Note: customers who are eligible for a Child Support online account must register for a myGov account and/or link their Child Support online account to send documents online. Do not tell customers to send documents using the Services Australia Webmaster address as it is not secure.

If a customer indicates they will use the Webmaster address, tell them it is not secure.

If third parties want to send documents online, they can use webmaster but they must be told it is not secure.

Documents received after the decision has been made are not taken into account by the decision maker and therefore are not provided to the other party. Refer to Information received after the decision has been made.

Note: these documents may be provided to the ART if either parent applies for an ART first review of the decision.

Child Support will not consider any evidence from a child that is received directly from the child or via a parent or third party.

If evidence of this type is received, tell the customer it cannot be accepted. The relevant document (or part thereof) must not be exchanged with the other customer. Detach the document from the Cuba record. See Correspondence Cuba Process Help.

If only a part of a document contains children's evidence, the relevant information should be removed from the document and the edited document should be exchanged with the other customer. This edited document should be re-scanned to the Cuba record.

If the customer asks for the original documents to be returned:

• return the documents
• document this in the relevant window with a note stating that evidence from children had been received and returned

The only exception to this policy is if the information relates to the child’s employment. References has a link to the Child Support Guide 6.2.2.

We are not authorised to collect or pass on financial information of a non-parent carer. If a non-parent carer provides their financial details, contact them to advise this information is not required. The relevant document (or part thereof) must not be exchanged with the other customer and the document should be detached from the Cuba record.

If only a part of a document contains non-parent carer financial information, the relevant information should be removed from the document and the edited document should be exchanged with the other customer. This edited document should be re-scanned to the Cuba record.

Note: if customers cannot be contacted by phone, remove any documents detailing financial information before sending a copy of the remaining information to the other parent.

Documents from the following sources will generally not be exchanged:

• Child Support/ATO systems
• section 161 - requests for information

Documents obtained through Child Support/ATO systems include:

• Cuba screen shots
• tax returns and employer declarations from the ATO system
• information obtained from Centrelink

There is no legislative requirement to provide a copy of these documents to the other party. However, in the interest of procedural fairness, customers must be provided with the opportunity to respond to any information which may result in findings adverse to their interests. It is also appropriate to seek a response where doing so would assist in making a better decision.

The documents can be discussed verbally and it may be appropriate to exchange actual copies or edited copies of relevant documents. Document any discussions in the COA Maintenance or Objections window.

Note: customers must be told that although information gathered may not have been exchanged with the other party during the COA, CTP or objections process, if the matter progresses to the ART for an ART first review relevant information will be exchanged.

‘Suspicious Matter Reports’ (SMR) from AUSTRAC must never be disclosed. This means they must not be included when making a submission - they cannot be disclosed to any court or tribunal and are not admissible as evidence.

Review AUSTRAC search results to make sure they do not contain an SMR/SUSTR - these must not be recorded in the system. If a record needs to be removed, take immediate action to email National Intensive Collection Services.

For information about AUSTRAC disclosure of information, see Resources.

As part of a Part 6A Objection or a COA application, response or additional correspondence, a customer may also provide information for another process for example an ITD/estimate form.

Any information identified as not part of the COA/Part 6A Objection process must not be open exchanged.

If the document has already been uploaded onto the case in the View Correspondence window, the document needs to be split by the Electronic Document Classification Team. Electronic documents will not be 'deleted' from the records unless they are from under 18 year olds.

Note: do not print, edit and fax the document to 1300 309 949 as this number is for customer use only.

To ask for a document be split

Able to detach the document in Cuba:

• in the View Correspondence window, select ‘detach’ for the document that needs to be split
• a notepad will open. Select the most appropriate option from the drop down menu and include clear instructions on how the document should be split, for example:

1 COA app provided and 1 Rep form provided. Doc 1 is from Page ** to page ** remaining is Doc 2.

Use the Adobe reader pages when quoting page numbers to avoid any confusion.

• the document will then return to a queue managed by the Electronic Document Classification Team who will action the request

Unable to detach the document in Cuba:

If unable to ‘detach’ electronic documents, seek assistance from a Service Support Officer or Team Leader. If they cannot assist, email the Electronic Document Classification Team including:

• Customer CSID
• Received Date
• Indexed date
• Source
• Category
• Sub Category
• GUI_ID
• Clear instructions on how the document should be split for example:
• 1 COA app provided and 1 Rep form provided. Doc 1 is from Page ** to page ** remaining is Doc 2.

Use the Adobe reader pages when quoting page numbers to avoid any confusion.

Managing documents received by mail/fax/email

For documents received directly from a customer, see Correspondence received in Child Support.

Staff should not exchange a physical or electronic Child Support issued letter returned to Child Support as part of:

• a Change of Assessment (COA)
• an objection
• a cross application
• evidence
• other supporting details

Letters issued by Child Support do not form part of an application or response. Do not include letters issued by Child Support as this increases the potential of breaching a person's privacy.

If a customer includes personal additions to a Child Support issued letter, which may form part of their application or response, staff must contact the customer and discuss the choice to:

• withdraw the Child Support letter, and
• resubmit without the personal details, such as their address or hand written notes

If a Child Support issued letter does not include personal additions:

• a COA, cross application, objection or response. Staff must remove the letter from the exchange
• an objection or response. Staff should exchange the details with the customer verbally where possible. If the response needs to be exchanged, staff must remove the letter

If text is still visible after a customer has attempted to edit or remove information on their form or accompanying documents:

• make sure the text is completely obscured using Adobe Pro or manually editing
• if editing manually, photocopy the form or documents to further obscure the information the customer has attempted to edit
• where a customer has edited information in 1 part of a document but omitted to edit the same information from another part, remove the information

Note: it is not the responsibility of Child Support to check documents to identify partially obscured text. However, if partially obscured information is noted, obscure it completely before exchanging.

If the information is clearly not relevant to the potential decision, contact the customer to ask they edit or remove the information.

Examples of information which may be irrelevant include:

• a payslip for a care objection
• a photograph, if the customer is unable to verify the information the evidence purports to prove
• information about the customer's other child support case

If the customer will not remove or edit the irrelevant information and exceptional circumstances exist (for example the information is highly sensitive and the release of that information may have an adverse impact on a third party), the DM may decide to remove or edit the information, with advice from Program Advice. The decision must not result in denial of procedural fairness.

Note: in some instances, information provided by the customer may be potentially relevant to the consideration of the COA application or the objection, but is considered to be unnecessary in the circumstances, for example, because other evidence provided by the customer is already sufficient for the making of the decision. Information deemed as 'unnecessary' must still be exchanged.

Adobe Pro must be utilised to edit information.

Documents edited using Adobe Pro must be saved using the COA Electronic File Management in Change of Assessment or the Objections Electronic File Management

Edit and sanitise all documents before exchanging with the other party, including, removing:

• any metadata, and
• the privacy page from an application, objection or response
• See the Guide for redacting information for open exchange with customers on the Resources page

Note: sanitize all document even if Services Australia have not redacted any information.

Save a copy using the relevant procedure.

Contact attempts must be made to customers before information is exchanged when:

• a FDV sensitive issue is on the case, or
• FDV concerns are flagged in the application, response or objection

The contact is to verify the customer:

• is fully aware the information will be provided to the other party, and
• is okay to exchange the information

Make 3 contact attempts on all available phone numbers over 48 hours.

Is customer contact successful?

• Yes, procedure ends here
• No:
• If contact cannot be made and clarified not obtained
• Where there are indications the customer may be at risk
• Do not send the information to the other party. Redact it

Examples of sensitive information that may require redaction if checking with the customer who supplied it cannot occur

Related to the customer:

• contact details - email address, phone or fax numbers and address or other details about where customer resides
• previous details - address history, telephone number history and accommodation history
• employment details - employer name and address
• children’s details including children the customer has legal responsibility for - name, date of birth, address and school
• new partner’s details - name, date of birth, residential or other address, property, income and employment details
• new partner’s children’s details - name, date of birth, address and school
• third party details - name, contact details, addresses and websites for customer’s employer, landlord and/or real estate agent or medical providers
• businesses, community groups and other locations that may identify the customer, child or third party - where they live, work and socialise. For example a school, club or gym
• bank information:
• credit card type, number and expiry date
• Bank-State-Branch (BSB) numbers
• other bank client identifiers
• account numbers
• bank details - name, address, contact details, logo, website. For example on letterheads
• details of transactions made, including location, description and amount of purchases and ATM withdrawals
• other identification or reference numbers - Centrelink Client Reference Number, Medicare and Health Insurance number, Driver’s Licence number, passport number etc.

When sending information to a customer make sure:

• the correct address is used. If the customer's address is no longer valid, see Customer Location (Tracing)
• the correct information is sent

Note: if the customer has a history of family and domestic violence, discourage them from providing any information they believe may increase the risk of family and domestic violence.

If a customer provides documents which require translation complete a Request for Translation (SS226A)

Note: when exchanging the translated documents a copy of the original documentation must also be supplied.

COA applications

A copy of the customer’s application form (Application to Change your Assessment - Special Circumstances) and accompanying documents they provide will be given to the other parent who may then lodge a response. If the customer has included information or supporting documents they do not wish to be exchanged, they may elect to withdraw their application and resubmit.

Note: do not send the personal and confidential information contained in the red Privacy page to the other parent.

See Change of Assessment in special circumstances.

Objections (general, care, part 6A)

Objections to a percentage of care decision made after 1 July 2010 can be lodged over the phone. All other objections must be in writing and can be received via post, email or fax. Customers may submit their objection using the form Objecting to a Child Support decision.

Child Support will discuss objections relating to percentage of care decisions with the other party. When exchanging information with customers, documents may be sent for a response or discussed verbally.

Generally it will only be information that is received during the course of the objection which should be exchanged. Information received outside of the objection process (for example, information relating to the original decision) can also be exchanged, but only where failure to do so would result in a denial of procedural fairness. This would generally be limited to instances where adverse findings are likely to be made based on this information.

Discuss the documents. It may be appropriate to exchange actual copies or edited copies of relevant documents. Inform the customer of the possible disclosure and to remove any information that must not be provided to the other party. Document any discussions in the relevant window.

Although information gathered may not have been exchanged with the other party during the COA, CTP or objections process, relevant information will be exchanged if the matter progresses to the ART for an ART first review. Customers must be told this.

For the objections processes see Child Support objections.

Responses to COA applications or objections

A 'right of reply' response can be provided verbally or in writing by the respondent. Forms such as the Responding to an Objection or Response to application to change your assessment - Special circumstances can be used.

For an objection if any new or possibly unfavourable information which is relevant to the application is received, contact the customer to allow comment. If requested these documents will be provided to the customer to allow for a response.

For a COA applicant a copy of the response and any accompanying documents must be provided to the applicant.

The Contract Decision Maker Support Officer (CDM Support) must tell the CDM if the response requires editing before forwarding to the applicant.

Accompanying documents

Accompanying documents are those provided to support a customer's application, objection or response and must be received before the decision is made.

Accompanying documents include documents provided by:

• the customer with their application or response
• a third party at the request of the customer. For example pay slips faxed to Child Support by an employer

The CDM Support Officer must tell the CDM if the response requires editing before forwarding to the applicant.

Do not accept:

• information from customers containing offensive material or intended to abuse or degrade the other parent or children. This will not be provided to the other party
• material that raises issues of family and domestic violence, content is not relevant to the application. Tell the customer this offensive material will not be taken into account by the decision maker or exchanged with the other parent

Any COA application/objection, response or supporting documents containing material that falls within this category will be treated as not properly made. The customer will need to submit a new application/objection or response.

Return all material to the customer to allow them to edit and resubmit without the offending material.

When managing documentation containing potentially offensive or alleged FDV content, see:

• objections relating to Care Decisions: Objections on Care Decisions
• general and Part 6A objections: Child Support objections, or
• COA applications: Change of Assessment in special circumstances

If a customer wants the decision maker to take into account the effects of a medical condition they must provide information about the condition.

Send the customer a Request for medical information form for their practitioner to complete. Askthem to provide supporting documentation from a qualified medical practitioner that shows:

• a medical condition exits
• the expected period of time the customer will be affected by the condition
• their capacity to work during this period
• any limitations to the type of work they can perform

If the customer does not want their medical information provided to the other party tell them any information not exchanged cannot be used by the decision maker.

If the customer is unsure what information should be included in medical certificates and/or reports tell them to discuss this with their medical practitioner.

A third party is someone who is not a party to the application. For example but not limited to:

• schools
• employers
• banks
• accountant, or
• business partner

Customers may provide various types of information from third parties to substantiate their claim. Examples of such information may include:

• a report from the school
• bank statements
• a statement naming a third person who has some association with the other parent/party, or
• letter from an employer, an accountant or a business partner, a solicitor or a financial institution

If information from a third party relates to the applicant, respondent, or the children of the case, it is implied the customer has obtained the third party’s consent for it to be used in our decision.

If a third party provides information directly to Child Support on behalf of a customer, contact the customer to:

• make sure the customer is aware of what the document contains
• confirm if they want to have the information included in the application, objection or response
• provide the option to view or edit the information

If the customer wants to view or edit the information or the Service Officer is unable to contact the third party, send it to the customer.

Any information provided by a third party on behalf of a customer (this does not include information obtained by Child Support) must be forwarded or discussed with the other customer if it is to be used in the decision making process.

If information from third parties includes references to other persons who are not parties in the case, obtain consent before the information is used.

For example:

• a medical report that includes information not related to the application or objection
• financial statements which include details of a business partner
• a third party who provides a personal opinion

Generally, consent from third parties should be obtained by the customer, however, if contact with a third party is required to obtain consent, discuss the following:

• explain what OEI means
• tell them the information they provided will be subject to OEI and will be provided to:
• the person they sent/provided it on behalf of
• the decision maker
• other relevant parties to the process
• ask if they consent to the information they provided being sent to the above parties
• if they do not consent, tell them the document will be retained but not exchanged in the process however, in the event of an ART first review appeal the document may be considered and exchanged with the ART and the other party

Document the discussion including whether the third party consented to the information they provided being made available to the relevant parties. See Documenting Child Support information.

The open exchange of information process ends after:

• the process is finalised, and
• the decision issued to both parties

This means information that would usually be exchanged between the parents during the process can no longer occur.

If a customer asks for a copy of:

• their own personal information this can be provided through administrative access arrangements. See Administrative release
• the other party’s information they will need to make a FOI request. See Step 7 in Table 2 in Customer requests access to their personal information

Once mail is received by the agency it becomes property of the Commonwealth and therefore there is no requirement to return the documents.

Documents can be copied and sent back to the customer through administrative access arrangements. See Administrative release.

If the original document was received via Post and is of significant importance to the customer, for example original birth certificate or original marriage certificate, escalate the request to a Team Leader.

The Team Leader will contact the Melbourne Electronic Document Classification Team Leader to discuss if it is possible to return the correspondence as it may no longer be available.

If the customer is lodging an ART first review application with the ART, explain the other party will receive a copy of the entire file sent to the Tribunal. This will include any information relevant to the decision under review, including Cuba screen shots and notepads.

Customers must be told the other party will receive documentation relating to their conversations with officers and other potentially sensitive information.

However, the agency will remove personal information from the file including non-parent carer income information and details of other cases. Also, in certain circumstances it may be asked that information of a sensitive nature not be disclosed.

For information about the legislative requirements between Child Support and ART, including the procedure when an application for an ART first review is lodged and the information that can be edited from the ART first review file, see Administrative Review Tribunal (ART) applications against Child Support decisions.