Using the Desktop Fax workflow to fax forms and modules 111-10010070

Check that the requested documents meet the conditions outlined for faxing personal/protected information to customers or faxing information to third parties.

Is faxing of the requested documents appropriate?

• Yes, go to Step 2
• No, advise the customer or third party that faxing is not appropriate. Offer to post the documentation to the customer/third party or advise a customer to attend the most appropriate Access Service to collect the documentation. Procedure ends here

See attachment in the Resources page for list of current forms.

• Yes, go to Step 4
• No, go to Step 3

• Yes, refer to Faxing letters using Outlook and Customer First
• No, print the required form or letter locally and fax it to the customer. The fax cover sheet from Microsoft Work templates must be used at all times when faxing personal information. Procedure ends here

• Yes, check DOC on record to review previous fax number used and if any error messages have been received from previous attempt
• If customer is providing a different fax number, go to Step 5
• If there is no change to the fax number, issue the forms requested manually. Print the required letter locally and fax it to the customer. The fax cover sheet from Microsoft Work Templates must be used at all times when faxing personal information
• No, go to Step 5

Outlook must be open prior to using the Desktop Faxing workflow.

In Customer First, run the desktop fax workflow or access by typing !FAXOUT in the Next: field

Complete Fax Recipient Details

Complete details of where the fax is to be sent:

• Name of person/organisation
• Fax number

Note: faxes cannot be sent to mobile telephone numbers.

If a fax number is unknown by customer, use the 'Search for community fax' field by entering the Community Name. This will auto populate the fax number as listed on Office Locator.

• Select 'Centrelink' or 'FAO' as appropriate
• The return fax number will default to 1800 204 904. If a different fax number is required, input manually including Area Code
• 'For assistance, please call' field: select the most appropriate queue for the customer

Free text messaging

Free text messaging is not available for system generated Reporting Statements (SU19s)

• Additional information can be included in the free text field which will appear on the cover sheet
• Note: where free text is included, Service Officers must Preview Message to ensure there is no duplication of messaging and content meets with Centrelink standards
• Standard messaging is generated when the option of 'Include request information text' is selected
• The due date will default to 1 week in the future, but can be adjusted as appropriate

• Yes, go to Step 2
• No, go to Step3

Prior to issuing a duplicate SU19, check the Document List (DL) screen and Document Tools to ensure the requested SU19 has not already been received.

Select the most appropriate reason for replacement SU19 form.

• System generated SU19

The customer's most recent SU19 as identified by the Reporting Types Issued (RPTI) screen will be issued.

Note: a system generated SU19 cannot be issued on a cancelled record. No other forms can be attached when issuing a system generated form

• Manual SU19

SU19 issued with all customer details. Service Officers should manually input the dates the SU19 is to cover. Check the RPTI screen to determine the Entitlement Period Start Date (EPSD) and the Entitlement Period End Date (EPED) to input.

Note: if the customer has 2 outstanding 2 weekly SU19s, 2 separate forms must be issued, not a single SU19 covering 4 weeks

• Blank SU19

A blank SU19 with no customer information. Service Officers must ensure the correct form type is selected. A blank SU19 would be issued in limited circumstances

Select the appropriate tab and 'tick' the relevant forms to be issued to the customer.

Fillable forms: Service Officers can complete sections of the fillable forms. The form generated for faxing will then include any data entered by Service Officers.

Note: fillable forms are not saved for future use.

Review 'Selected forms' and cover sheet details. Forms selected in error can be cleared by selecting 'Clear all selections'. This will remove all forms and new selection will be required.

Select 'Send Fax' to finalise the workflow. This will fax the cover sheet and selected forms to the fax number entered.

A DOC will be created on the customer's record, detailing any recipient details, additional message and forms issued.

An email notification (generally within 5 minutes) will be sent to the user advising the outcome of the fax transmission.

Fax sent: <CRN> Fax has been successfully transmitted. No further action is required.

Failed Fax: <CRN> select attachment in email to identify failure reason. Refer to the Resources page for common errors, and re-send fax where appropriate. Annotate original fax transmission DOC and confirm fax has been reissued (include whether faxed via workflow or manually). If unable to re-send, include details of error message for reference of future Service Officers.

All 'Fax Sent' and 'Failed Fax' (once resolved or forwarded for investigation) emails should be deleted from Outlook immediately to maintain customer privacy.