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Digital image attached to incorrect Centrelink customer record 111-10020060

This document explains the steps to follow when a digital image is attached to an incorrect Centrelink customer record.

Digital image attached to incorrect record

Step	Action
1	Image attached to incorrect record Service Officer identifies that a digital image is attached to the wrong Centrelink customer record.
2	Do not record details on either customer record Do not record any of the following information on either customer record: details about the image/s attached to the incorrect record Customer Reference Numbers (CRN) or names. For example, do not put a DOC on the incorrect record 'Customer James Smith claim for FTB has been attached incorrectly to John Smith's record'
3	Investigate the records involved Check: all images on the customer's record to make sure no other digital images are incorrectly attached to the record all data on the customer's record that may relate to the incorrectly digitised image/s and identify if this data is on the correct record if any updates were completed on the wrong customer record, for example a work item has been processed. For help seek Local Peer Support (LPS) or other appropriate assistance Have any updates been completed on the incorrect record? Yes, go to Step 4 No, go to Step 5
4	Updates made on the wrong customer record Complete the Intertwined Referral form. Include the following details: the suspected intertwining all customers, records and updates completed if the referral is urgent Stop processing until the Data Quality Unit (DQU) complete a full investigation. If a decision was made based on a document that was incorrectly attached to the customer record: that document must remain on the record as evidence of that business activity add more information to the customer record to give context for the document and to explain the original decision, the circumstances and the action taken When the DQU investigation is complete, go to Step 5.
5	Can the correct customer record be identified? Yes, go to Step 6 No, seek Local Peer Support (LPS) or other support if needed. If unable to locate a customer record, the image must be removed, go to Step 8
6	Does the incorrect image relate to only one customer? Yes, go to Step 9 No, go to Step 7
7	More than one customer affected Decide if a document rescan is appropriate. Note: documents uploaded online or faxed by the customer cannot be rescanned. Request re-lodgement if required, see Upload documents service. If it is not appropriate to contact the customer print documents uploaded by the customer rescan to the correct CRNs using a Multi-Function Device (MFD), see Scanning Centrelink documents using an MFD request removal of the original image, see Removing a digital image from customer records Procedure ends here.
8	Removing digital images Incorrect images must be removed from the current customer record as it is a breach of privacy. When the image is removed, there will no longer be any record of the image on the customer record. Failure to locate the correct record or removing the wrong image could result in the image not being available for processing. This will adversely affect the customer. Follow the process in Removing a digital image from customer records to have the image removed.
9	Only one correct customer record identified A digital image can be moved from one customer record to another, see Moving, copying or updating Centrelink digital images.