Letters and customer advices 111-14000000

Most letters sent to customers are BLA (batch) letters. The system generates and sends BLA letters after 'end-of-day' processing and activities.

To view BLA letters that are:

• recent, go to the History Summary (HS) screen
• older, use the Archiving and Culling Engine (ACE)

Service Officers or specialist officers can create manual letters and OLAs to:

• tell customers about benefit/payment changes
• tell customers their rights and responsibilities
• ask for documents
• ask customers to make or attend an appointment

Manual letters and OLAs have a 'shell' or template of standard text. Staff can:

• key fields or use pre-approved text to complete the letter (where required). All text must meet letter standards for plain English and minimum content requirements, see the Resources page
• preview manual letters and OLAs before finalising them for local or central print
• view manual letters and OLAs that are:
• recent, go to the History Summary (HS) screen
• older, using the Archiving and Culling Engine (ACE)

SAP OC is another platform used to create and send letters. Most are batch letters the system creates from activity on the customer's record. Some are 'immediate' letters created by Service Officers, such as requests for information and duplicate Rent Certificates.

To view SAP OC letters:

• Process Direct:
• created 120 days ago or less, go to the History Summary (HS) screen
• older than 120 days, use the Archive Search Display tile
• Customer First:
• created 120 days ago or less, use the Search Outbound Correspondence tool
• older than 120 days, use the Archive Search option in the Search Outbound Correspondence tool

Customers subscribed to myGov Inbox will receive most of their letters electronically in their myGov Inbox or Express Plus Centrelink mobile app. These include:

• BLA and SAP OC letters
• some manual letters and OLAs

Most manual letters and OLAs are delivered by post. Customers who subscribe to myGov Inbox for their Centrelink letters can receive some manual letters and OLAs electronically. See Table 2 on the Resources page in Creating a manual letter or Online Advice (OLA).

For a list of print status codes, see the Resources page of Viewing or reissuing a letter or electronic message.

If a customer asks for a copy of an original letter, see Viewing or reissuing a letter or electronic message.

Customers can use the Documents and Statements option online to request, view, print and save documents. These can include:

• Income Statements
• Payment Summaries
• Deduction Statements
• Rent Certificates
• Reporting Statements (SU19)

Staff can give feedback, suggest improvements or report errors for forms, letters and electronic messages.