Customer records Cuba Process Help 277-30010210

Start point: List Customer window

To search using a field in the Primary Search group box, enter one search term into the corresponding field (for example, Customer Reference Number (CRN) or Receipt Number). Note: to search for children, enter the child's CRN in to the Customer Reference field. Go to Step 3.

Otherwise, to perform a Secondary Search, go to Step 4.

Click the button to run the search.

• If a record is found, the corresponding  Customer  window will automatically open
• If no record is found, click OK to close the Information Detail dialogue box. This will return to the List Customer window

Click the button to return to the Find Customer dialogue box to perform a Secondary Search.

• In the Family Name: field, enter the first 3 letters of the customer’s surname followed by the asterisk (*) wildcard character
• In the First Name: field, enter the first 3 letters of the customer’s given name  followed by the asterisk (*) wildcard character
• In the Date of Birth: field, enter the date of birth, if known

Click the button to run a search with the above parameters. The results will display in the  List Customer window.

If a single record is returned, Customer window will open automatically. To return to the  List Customer window, click the    button, otherwise the search process is complete.

If multiple records are returned, a single record can be opened by highlighting the relevant record and clicking the    button.

If more results are returned than can be displayed in the  List Customer window without scrolling, click the    button and refine the search parameters by adding another letter to the Family Name before the wildcard and search again by selecting .

If no record is found, click OK to close the Information Detail dialogue box.

Click the    button to return to the Find Customer dialogue box.

Replace the Family Name: field with any other potential surnames:

• for children, search using the first 3 letters of the other parent’s surname
• for parents and carers, search using the first 3 letters of any other surname that may have been used in Cuba. For example, a name changed after marriage

Click the button to run the search. Again, results will be displayed in the  List Customer window.

If no record is found, click OK to close the Information Detail dialogue box.

Click the    button to return to the Find Customer dialogue box.

Replace the Family Name: field Unknown as the search term.

Click the button to run the search. Again results will be displayed in the  List Customer window.

If no results are returned, it is likely that a customer record with the specified details does not exist.

Start point: List Customer window

Click the    button from the  List Customer window to open the  Individual Customer Details window.  

In the Identifiers group box:

• enter the Tax File Number (TFN) in the TFN: field, if known
• enter the Customer Reference Number (CRN) in the CRN: field, if known
• enter any foreign reference numbers in the OS ID: field, if known

In the Name group box:

• leave the Type as the default selection Legal Name
• select a Title, if required. This is not a mandatory field
• enter the customer’s family name in the Family: field. This will enable the First: field
• enter the customer’s given name in the First: field
• enter any middle names in the Other Given: field

If the customer is also a Centrelink customer, make sure the name details match exactly the Centrelink record to prevent errors in data matching.  

In the Other Details > Gender group box:

• select the appropriate Male, Female or Unknown radio button

Note: currently there is no non-binary (X) field available for customers in Cuba. Where a customer identifies as non-binary, select:

• radio button Unknown, and
• in the Client Profile window, record a special contact detail stating 'Gender X'

In the Other Details group box:

• enter the Date of Birth, if known. This is a required field when creating a record for a child
• select the Marital Status, if known. If the status Married or De Facto is selected, enter the start date of the status in the  Marital Status Date: field

See Updating gender details on customer records.

Leave the Address group box blank for a child, otherwise record the following information into the Address group box:

• leave the Type as the default selection POSTAL
• enter the first 2 lines of the customer’s address into the Line 1: and Line 2: fields
• enter the suburb into the Suburb/Town: field
• select the State: from the drop down list. For an international address, select <NONE>
• enter the Postcode: in the corresponding field. For an international address, this field will be disabled. If the customer is not sure of their postcode and/or the spelling of their suburb, click the  button to open the Suburb to Postcode Find dialogue box

In the Suburb to Postcode Find dialogue box:

• select the State

enter a suburb into the Suburb/Town: field and/or a postcode into the Postcode: field. The asterisk character (*) can be  used as a wildcard

• click the button. This will open the Suburb to Postcode List window
• use the   button to highlight the appropriate suburb entry or click the   button to refine the search

Note: if the suburb and postcode do not match, a message box displays. The message advises the changed address status will be saved as unconfirmed. Do not save if the error message generates.

Repeat the above steps to make sure the suburb and postcode match and then save the matched address, suburb and postcode.

If the address is an international address:

• select the Country from the drop down list
• enter the postcode or equivalent into the OS Pcode: field

In the Phone Number group box:

• select the relevant Type
• in the first Number text box, enter the area or dialling code if required. Then enter the rest of the number in the text box that appears after the dash (-), or
• for International phone numbers:
• in the first Number text box, enter the dialling code 0011, required to dial outside of Australia
• in the second Number text box, enter the country code and customer's phone number excluding prefix

Click the    button to save this information and open the  Client Profile window.

In the  Client Profile window:

• select the appropriate Indigenous Status, Country of Birth, and/or click the Language Other Than English Spoken At Home tick box and select the language from the drop down list as appropriate
• alternatively, select not determined on the Indigenous Status drop down list
• not determined should only be selected if a customer’s indigenous status is unknown. Note: if the Declined to Provide Information tick box is selected it will remove any previously recorded indigenous information from the customers record
• click any of the impairment tick boxes to enable the drop down lists and then select a level of impairment

To record an AVO/DVO:

• click the Sensitive Issue tick box and select AVO/DVO
• if the expiry date of the order is less than the default review date for the sensitive indicator, manually change this to the expiry date of the order and include this action in the notepad. This will activate an intray on the review date
• click the    button and document:
• the child support case number the order is in reference to
• names of the parties listed on the order
• commencement and expiry dates of the order, and
• reference number of the order
• click the    button to save the document and return to the  Client Profile window

Select the appropriate Special Contact if relevant.  If Other is selected, free text can be entered  in the Special Contact Detail: field,  any other selection will automatically enter text to this field.

• Click the    button and then the    button again to return to  Individual Customer Details window
• Click the    button again to save the new customer record

If the customer has a preferred name and/or alias:

• select the appropriate Type
• enter the new name in the corresponding fields

If the customer has a residential address in addition to their postal address:

• select Type: RESIDENTIAL
• enter the new name in the corresponding fields
• enter the first 2 lines of the customer’s address into the Line 1: and Line 2: fields
• enter the suburb into the Suburb/Town: field
• select the State from the drop down list. For an international address, select <NONE>
• enter the Postcode in the corresponding field. For an international address, this field will be disabled. If the customer is not sure of their postcode and/or the spelling of their suburb, click the   button to open the Suburb to Postcode Find dialogue box

In the Suburb to Postcode Find dialogue box:

• select the State
• enter a suburb into the Suburb/Town: field and/or a postcode into the Postcode: field. The asterisk character (*) can be  used as a wildcard
• click the button. This will open the Suburb to Postcode List window
• use the   button to highlight the appropriate suburb entry or click the   button to refine the search

If the address is an international address:

• select the Country from the drop down list
• enter the postcode or equivalent into the OS Pcode: field          

If the customer has more than one phone number:

• select the appropriate Type
• enter the number into the Number: field. Do not use an area code for mobile numbers

Click the    button to save any  additional information. Repeat Steps  13  and  14 as necessary for each of the customer’s names and phone numbers. After each addition click the    button to save the additional information.    

The customer record has now been created, click the   button to return to the  List Customer window.

Start point: Individual Customer Details window

If a child’s individual record requires updating:

• use the payer or payee’s CSID to go the  Involvement List  window. Copy the case number
• go to the Find Customer window. Paste the case number into the Secondary Search: field, click the  icon
• select the child to be updated and click the    icon
• from the Go menu select Details and the child’s Individual Customer Details window will open

For each of the group boxes you are updating, select the appropriate Type: field to ensure you are updating the right information. For example, select Mobile when adding a mobile number.

Make the necessary changes to the information fields by:

• selecting the relevant option in the drop down list
• clicking the relevant radio button option
• deleting any information in a text field that is no longer relevant and then typing any new information to replace it, or
• ticking the relevant  Invalid tick box if you are not replacing a phone  number or address with new details

If updating the email address, this will open the Email Address Confirmation dialogue box. Enter the email address into the Confirm Email Address: field and then click the OK button.    

If only changing the contents of a single text field, press the ‘Tab’ key to enable the Reason drop down list for the corresponding group box.

Click the   icon to save the change.

If making multiple changes to information in the one group box (for example, different types of phone numbers), repeat Steps 3 to 5 for each change.

Note: if more than 1 child’s record needs to be updated, proceed to the  second step in locating a child’s Individual Customer Details window.

Click the   icon to go the Notes window to document the changes you have made to the customer’s details.

If the Date of Birth: field has been updated in this window, run  Eligibility to give effect to the change.

Start point: Individual Customer Details window

In the Identifiers group box enter the customer’s chosen password.

Note: the password must be a minimum of 1 character, up to a maximum of 15 characters. Go to Step 4.

In the Identifiers group box in the Password field highlight the password and hit the delete button.

Click the  icon to open the  Notes window.  Create a note explaining the reason for adding a password. See Documenting Child Support information.

In the Other Details group box, select a reason from the Reason drop down box.

Click the:

•  icon to save the password
•  icon to return to the  Individual Customer Details window    

Start point: RACS Details window

Click the  icon.

Select the applicable RACS rating from the RACS Rating drop down list in the RACS Details group box, see the  Restricted Access Customer System (RACS) CG for information on the various RACS ratings.

In the RACS Details group box:

• select the source from the RACS Source drop down list
• select the reason from the RACS Reason drop down list
• select the review date from the Review Date drop down list

Click the:

•  icon to open the  Notes window.  Create a note explaining the reason for applying the RACS rating. See Documenting Child Support information
•  icon to save the details, and
•  icon to return to the  RACS Details window