Actioning inbound desktop faxes 111-10010080

Viewing Centrelink customer's digital images

Can the image be processed successfully?

• Yes, process the document. Procedure ends here
• No, go to Step 2

If the image:

• cannot be located, see Digital image not located on customer record
• is on the wrong record, see Digital image attached to incorrect Centrelink customer record
• is not readable or usable or contains multiple customer documents, go to Step 3

Note: if an image has been received by fax contact the original sender. Services Australia will not have the original document.

Locate the image on the record using Customer First, Document Tools, Quick Links or:

• Select Workspace and complete the CRN field to bring up the customer's record
• Go to New Document Tools - Digitisation > Document Tools

The Customer Electronic Document screen will display.

The Source Location column will have details of either:

• The number of the fax machine from where a desktop fax was sent (number is provided by the sender). Note: if the fax number is not supplied NOFAXNBR will be displayed
• A code for the scanning site where a document was scanned. It may be a printer number (use Office Locator to identify the location details). See the Resources page for a link to Office Locator

If the Customer Electronic Document Lists screen shows details for a:

• scanned document, see Requesting a document re-scan, retrieval or location. Procedure ends here
• faxed document, go to Step 5

• If the image is not clear, go to Step 7
• If the image is incomplete (for example, only odd numbered pages have been received), go to Step 8
• If the image contains multiple customer documents (for example. claims for different payment types), go to Step 6

If the image contains documents for multiple customers and needs splitting, a request for a rescan can be submitted using the webform. Note: Services Australia do not have the original document but the digital image can be split.

Go to Step 9.

Contact the sender of the fax to either resend the fax or to provide the required information over the phone.

Go to Step 9.

If the required information can be obtained from the pages available, process the document.

Otherwise, advise the sender to resend the fax in duplex (2 sided mode) with the bar-coded page (the front page) as the cover sheet. This helps reduce the time it takes for an image to be attached to a customer record.

The original document must be deleted once a replacement document has been attached to the customer's record.

Use the Enterprise Content Records Management (ECRM) Action Request form to request deletion of the original image. See the Resources page for a link.

Record details of action taken on a DOC.