Using the Customer Archive Retrieval (CAR) system and microfiche requests for archived information 111-02020010

Historical data is stored on the Customer Archive Retrieval (CAR) system. Records that pre-date CAR may be available on microfiche.

Determine if data is archived as a computer record or microfiche record.

Is the data to be retrieved using the CAR system?

• Yes, go to Step 3
• No, request details from the relevant Microfiche Officer. Go to Step 2

Contact the relevant State Microfiche Officer. The Resources page contains a link to contact details.

State the customer's:

• Customer Reference Number (CRN)
• Name, plus any aliases obtained from the Customer Person Detail Summary (CPDS) screen
• Date of birth
• Other relevant information, example type of payment if accessing payment summaries

Procedure ends here.

Key 'AR' in the Nx: field and press [Enter]. The Archive Retrieve (AR) screen will open, displaying a list of archive records available. (If more than 10 records are listed, press [PF7]/[PF8] or [Page Up]/[Page Down] to scroll through).

Key 'S' in the Action field for the archive that is to be retrieved and press [Enter]. (Only one line at a time can be selected.) The user will be returned to the MM.

Repeat the last 2 steps if additional archives are to be retrieved.

If records for a different customer are also required, while in the AR screen change the CRN or enter the Archive ID in the Arch ID: field. The Archive ID is the first 9 digits of the CRN.

To exit CAR, code a different system (for example, NSS, PEN) in the Sys: field and press [Enter].

If still logged on to the same Centrelink System session the CAR request was made in:

• a message will appear on the screen advising that the archived data has been retrieved
• this message will appear as different screens are used, and will take up the whole screen

If logged off after making a CAR request:

• no message will appear
• check the Archive Display Summary (ADS) screen when next logged on to see if the requested archive has been retrieved and is available for viewing

Check the Archive Retrieval Status Display (AS) screen for outstanding archive requests. When a CAR request is logged it will appear on the AS screen as a status line and remain there until the retrieval is completed (or fails). When the archive has been retrieved that status line disappears from the AS.

Turnaround time for archive retrieval may be from a few minutes to a few hours, depending on the number of users and archive retrieval requests on the system.

This screen displays a list of archive items retrieved from an archive and provides options for either viewing or printing the items. Retrieved archive data is retained online for 14 days.

Is the requested archive listed on the ADS screen?

• Yes, go to Step 7
• No, go to Step 8

If there are too many archive records displayed on the ADS screen, change the selection criteria in the System, Type and Date fields.

To view the archive, access the Archive Display (AD) screen by typing 'S' next to the relevant archive and pressing [Enter]. Press [F10]/[F11] to scroll left and right and [F7]/[F8] to page up and down.

If the customer has requested a printout of an archived letter or other archived information, print the archive by:

• accessing the Archive Print (AP) screen
• key 'P' next to the relevant archive
• press [Enter]

To print the archive after viewing, key 'AP' in the Nxt field and press [Enter]:

• the AP screen will display the archive record selected and the user's default printer
• Ensure the printer address is correct and key 'Y' in the Confirm field, then press [Enter] to confirm the print request
• repeat this process to print additional records
• letters printed from the CAR system are not printed in an appropriate format to send to customers

Procedure ends here.

Either the request has not been actioned or CAR is unable to retrieve the archive.

Check the Retrieval Status Display (AS) screen. If the relevant status line is still displayed the request has not yet been actioned. Allow more time as there may be a backlog. However, if the request was made the previous day, resubmit the request, go to Step 9.

If there are no outstanding requests on the AS, the archives are not available online. The archive may not (or may no longer) exist, or it may be located in another environment, see Searching for archived records in other environments.

If an archive request remains listed on the AS screen, is retrieval still required?

• Yes, go to Step 9
• No, go to Step 10

Check the ADS screen first to see if the archive has been retrieved. If not, the request can be resubmitted. However, do not repeat a request on the same day. Resubmit only if an archive request failed on the previous day:

• access the AS screen
• key 'S' next to the archive that is to be re-requested and press [Enter]. The request will be resubmitted

Do not resubmit via the AR screen. If there is an outstanding request for the archive on AS any further request via AR will be ignored.

Access the AS screen:

• key 'D' next to the archive that is no longer required
• press [Enter]. The retrieval request will be cancelled