Customer records Cuba Process Help 277-30010210

This page contains information on how to find, create and update customer records. It also provides the processes for adding and deleting passwords and setting a customer record to Restricted Access Customers (RACS).

Step	Action
1	Start point - Find customer record Start point: List Customer window
2	Perform Primary Search 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.
3	Run Primary Search Click the $B:\BP\01. Content\Separated-parents\images\icon-find.png$ 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
4	Perform Secondary Search Click the $B:\BP\01. Content\Separated-parents\images\icon-find.png$ button to return to the Find Customer dialogue box to perform a Secondary Search.
5	Enter the customer's details 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
6	Run Secondary Search Click the $B:\BP\01. Content\Separated-parents\images\icon-find.png$ button to run a search with the above parameters. The results will display in the List Customer window.
7	Search results received If a single record is returned, Customer window will open automatically. To return to the List Customer window, click the $B:\BP\01. Content\Separated-parents\images\icon-close.png$ 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 $B:\BP\01. Content\Separated-parents\images\icon-find.png$ button and refine the search parameters by adding another letter to the Family Name before the wildcard and search again by selecting $B:\BP\01. Content\Separated-parents\images\icon-find.png$ .
8	No records found If no record is found, click OK to close the Information Detail dialogue box. Click the $B:\BP\01. Content\Separated-parents\images\icon-find.png$ button to return to the Find Customer dialogue box.
9	Reattempt Secondary Searches 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 $B:\BP\01. Content\Separated-parents\images\icon-find.png$ 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 $B:\BP\01. Content\Separated-parents\images\icon-find.png$ button to return to the Find Customer dialogue box.
10	Complete final search Replace the Family Name: field Unknown as the search term. Click the $B:\BP\01. Content\Separated-parents\images\icon-find.png$ 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.

Create a new customer record

Table 2: this table describes how to create a new customer record in Cuba.

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Step	Action
1	Start point - Create a new customer record Start point: List Customer window
2	Create a new record Click the button from the List Customer window to open the Individual Customer Details window.
3	Update customer identifiers 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
4	Update customer name details 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.
5	Record customer's gender, date of birth and marital status 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.
6	Enter the customer's address details 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 $B:\BP\01. Content\Separated-parents\images\icon-find.png$ button. This will open the Suburb to Postcode List* window use the button to highlight the appropriate suburb entry or click the $B:\BP\01. Content\Separated-parents\images\icon-find.png$ 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
7	Record customer's phone details 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
8	Save customer updates Click the button to save this information and open the Client Profile window.
9	Update 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
10	Record AVO/DVO 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
11	Select Special Contact 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.
12	Exit and save Click the $B:\BP\01. Content\Separated-parents\images\icon-close.png$ button and then the $B:\BP\01. Content\Separated-parents\images\icon-close.png$ button again to return to Individual Customer Details window Click the button again to save the new customer record
13	Preferred name and/or ailias If the customer has a preferred name and/or alias: select the appropriate Type enter the new name in the corresponding fields
14	Postal address different to residential address 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 $B:\BP\01. Content\Separated-parents\images\icon-find.png$ button. This will open the Suburb to Postcode List* window use the button to highlight the appropriate suburb entry or click the $B:\BP\01. Content\Separated-parents\images\icon-find.png$ 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
15	Additional phone numbers 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
16	Save additional information 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 $B:\BP\01. Content\Separated-parents\images\icon-close.png$ button to return to the List Customer window.

Update individual customer details

Table 3: this table describes the steps for updating individual customer details in Cuba.

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Step	Action
1	Start point - Update individual customer details Start point: Individual Customer Details window
2	Updating a child record 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
3	Select appropriate type 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.
4	Update the information 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.
5	Save the updates Click the icon to save the change.
6	Additional updates 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.
7	Document the updates Click the icon to go the Notes window to document the changes you have made to the customer’s details.
8	For Date of Birth updates, run Eligibility If the Date of Birth: field has been updated in this window, run Eligibility to give effect to the change.

Add or update a password

Table 4: this table describes how to add, update or delete a customer password in Cuba.

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Step	Action
1	Start point - Add or update a password Start point: Individual Customer Details window
2	Add or update a password 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.
3	Delete a password In the Identifiers group box in the Password field highlight the password and hit the delete button.
4	Document the password updates Click the icon to open the Notes window. Create a note explaining the reason for adding a password. See Documenting Child Support information.
5	Update the Other Details group box In the Other Details group box, select a reason from the Reason drop down box.
6	Save the password updates Click the: icon to save the password $B:\BP\01. Content\Separated-parents\images\icon-close.png$ icon to return to the Individual Customer Details window

Add Restricted Access Customers (RACS)

Table 5: this table describes how to add a RACS rating to a customer record.

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Step	Action
1	Start point - Add a RACS Start point: RACS Details window
2	Select new to add RACS Click the icon.
3	Select the applicable RACS rating 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.
4	Update the RACS details 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
5	Document and save 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 $B:\BP\01. Content\Separated-parents\images\icon-close.png$ icon to return to the RACS Details window

Operational Information

Customer records Cuba Process Help 277-30010210

On this page:

Find customer record

Create a new customer record

Update individual customer details

Add or update a password

Add Restricted Access Customers (RACS)