Letters and customer advices 111-14000000

Centrelink letter templates

Mandatory standards for letters, emails and SMS

Plain English Policy

The Writing Guide

Preferred terms for Services Australia

Determining the delivery method for correspondence

Do not share this attachment externally. See Freedom of Information - Information Publication Scheme.

Collection and delivery standards for Centrelink letters

This document shows the number of business days:

• between the date a letter is created and the date collected from the mail house by Australia Post
• taken by Australia Post to deliver the letter

Use the Forms, Letters and Electronic Messaging Feedback webform to:

• send feedback about layout, format, readability or spelling errors
• suggest improvements to letters, forms or messages

Use mySupport to report issues with letters about incorrect content. For example, wrong information or 'Text Not Found', non-enabled History IDs, or the incorrect print status code is displaying:

• search for the ‘Enterprise Outbound Correspondence (EOC) issue‘ webform or use key words such as SMS, email, messages, letters, communications
• complete and submit the form. Make a note of the receipt number or SD reference number