Requesting a document rescan, retrieval or location 111-10010120

Separate procedures apply for:

• Child Support documents, see Correspondence received in Child Support
• uploaded documents, see Upload documents service. In most cases, these documents cannot be rescanned or retrieved. This is because the customer has provided them electronically via the online service or app. For issues with these documents, first contact the customer. Exception: if there is inappropriate content included with other relevant documents, the original can be split

Rescan and retrieval requests are submitted using webform Request for document rescan, retrieval or location. Webform requests are monitored daily and typically triaged within 24 hours. This excludes weekends and public holidays.

It is important for staff to identify where the scanning was completed. If a printer ID (for example, LCHTPR03) is shown, this indicates the digital image was scanned on a Multi Function Device (MFD). When selecting the service centre, this will go directly to the identified office for action.

Note: it may be identified that documents have been uploaded by a staff member in a service centre using Customer First Document Tools. Where this occurs, staff will still need to tick that it was scanned via MFD so request can be directed to the correct place.

The automatic email issued after submitting the webform is confirmation that the request has been received and will be actioned. Individual responses will not be sent to staff.

Valid rescan or retrieval requests are generally actioned within 3 business days of the webform being submitted.

When following up a previous request, timeframes apply.

A rescan is the process of creating another digital image to replace the current one. Documents provided by customers will be attached to their record in the form they are received.

A rescan may be needed if the current digital image cannot be processed due to one or more of the following reasons:

• image is not legible, has no 'received as is' coversheet, and the unreadable information is needed to complete the action on the customer's record
• image has no 'received as is' coversheet and includes documents that relate to customers other than the customer whose record they are attached to
• image has no 'received as is' coversheet and is missing pages
• inappropriate, offensive or threatening content has been included with other documents and needs to be split. This only applies if a Service Officer does not have processing delegation to split documents
• file cannot be opened because of file size. Note: files that cannot be opened due to an Adobe Acrobat Reader error for example, because it is 'not a supported file type or because the file has been damaged') cannot be rescanned as the image was not scanned by Services Australia (the agency). Contact the customer and ask them to submit the documents again in a format the agency can accept

In most cases, rescans can only be requested for documents the agency has physically received and scanned.

Rescans cannot be conducted for documents received by:

• fax
• web or Upload documents service
• documents uploaded using Document Tools

Note: staff can submit requests to locate a fax or email via the rescan/retrieval webform using the option 'Locate documents lodged via fax or positional email that are not on a customer record'.

If there are quality issues with documents received by these channels, contact the customer to obtain the information or, if necessary, to ask them to provide the document again.

Rescans can take some time to action. The customer may be disadvantaged as a result. Check if the information is already available or can be gathered in another way.

It is not appropriate to request a rescan to check if more documents were provided, or because supporting documents are generally provided with specific forms.

If expecting a digital image on a customer record, but staff cannot locate the image, see Digital image not located on customer record.

Inappropriate rescan requests will result in feedback to the staff member and their line manager.

A retrieval is the process of requesting original paper documents being located from the scanning batch storage to:

• return to the customer, or
• forward to another agency in limited cases when the original document is needed for processing

As it may take some time and may incur a cost, retrieval of documents will only occur if significant original documents need to be returned or forwarded. For example, Commencement of Identity documents, licences or passports.

The Service Officer is to print and post documents to the customer if they:

• request the return of supporting documents or certified copies of documents (such as bank statements, utilities accounts or rates notices), or
• have not kept a copy of any declarations such as the Essential Medical Equipment Payment User Declaration

Inappropriate retrieval requests will result in feedback to the staff member and their line manager.

If a customer requests the retrieval of an original Services Australia claim form, give them a copy of the original form. The original will be retained for the relevant retention period.

At times documents may require splitting. Common scenarios include:

• mixed customer information scanned together incorrectly
• multiple payment or claim type documents that need to be scanned as individual work items
• inappropriate, offensive or threatening content included with other documents that needs to be retained by the agency

Service Officers with processing delegation do not need to lodge a request to split documents. Instead, they can follow the steps outlined on the Process page to complete this themselves, allowing timely results for the customers. Non-processing staff, including staff who classify documents, are required to follow the process of completing a rescan retrieval request.

Adobe Acrobat Pro DC will be required to complete splitting of documents, refer to the Resources page for details.

Before requesting a rescan, retrieval or location of documents, ensure the documents are within the document retention period:

• 70 days for Centrelink documents
• 70 days for Medicare documents

After the retention period, documents are securely destroyed. Rescan or retrieval requests lodged outside this time will result in feedback to the staff member and their line manager.

Exceptions:

When the image:

• cannot be opened
• contains inappropriate material, or
• contains information relating to multiple customers

Staff can refer these documents for a 'rescan'. Although there are no physical documents to rescan, other processes can be applied to resolve the issue.

If documents are outside the retention period, consider:

• contacting the customer, or
• obtaining the information through other sources

A request to locate a document/digital image may be required when:

• there is evidence the customer has provided documents, and
• the documents are not on their claim, record or their partner's record

Batches cannot be checked to confirm if a customer might have supplied any extra documents to those scanned.

Local Peer Support (LPS) health staff contacting about missing documentation provided via the MES positional mailbox can only use this option if all escalation avenues have been exhausted. See Escalation process for Medicare eligibility.

Inappropriate requests to check mail batches or retrieve documents will result in feedback to the staff member and their line manager.

If the customer has provided these documents via the Upload documents service but the image is not on their record, see Digital image not located on customer record.

When a document is scanned, a 'received as is' coversheet may be inserted before scanning. This notifies staff of potential issues with the image, or that the document received could not be scanned.

A document rescan should not be requested if a coversheet has been included with an image, unless there is reason to believe a rescan will result in an improved outcome. For example, evidence of extra information received such as a document misfeed.

All requests must be submitted using webform Request for document rescan, retrieval or location. Requests will be triaged to ensure only appropriate requests are forwarded for completion. Service Officers should not contact sites directly to make these requests.

Inappropriate requests submitted by the webform will result in feedback to the staff member and their line manager.

After submitting a request, staff are to monitor the customer record for completion, as well as a response from the site or the Scanning and Digitisation Team. If no response is received within 2 business days, escalate via email to the rescan request triage team. The webform triage team is only responsible for triaging rescan, retrieval and document location requests submitted by the webform. They do not send ACTDOCs, call customers, update (including annotate) customer records or request image removals.