Online Document Recording (ODR) 111-15000000

While not every interaction needs to be recorded, there are circumstances when information received from or provided to a customer will need to be documented. This documented information builds a history of advice and actions taken when interacting with customers.

When a Service Officer obtains relevant information that cannot be recorded using any other method or screen, it must be recorded in a DOC or Note. This includes the following circumstances:

Details of contacts

When a customer contacts there may be a need for follow up now or in the future. If the follow up reason is not obvious from other information on the record, the details of who, what and where must be recorded in a DOC or Note.

Record details of a contact after:

• discussions with a customer when at least one of the following applies to the customer:
• vulnerable or at risk
• unhappy with advice or the result of an assessment
• likely to appeal a decision or make a complaint, including complaints to the Ombudsman's office
• documented history of appealing decisions
• payment affecting impacts, for example advice given to the customer about income reporting
• discussion about eligibility for a payment or service
• a negative interaction with a customer, for example the customer said they were unhappy about a Service Officer's attitude or behaviour
• a review of the customer's circumstances

Significant decisions

When a Service Officer makes a significant decision, the details must be recorded on the customer's record. To determine if a significant decision has been appropriately documented, refer to the Process page in Recording reasons for decisions.

Specific instructions in Operational Blueprint

Where an Operational Blueprint procedure instructs what information is to be recorded, these must be followed.

Callbacks and ACTDOCs

When possible, enquiries should be finalised by Service Officers at the first point of contact.

In limited cases, more help may be needed. Record this on the customer's record see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs).

Customers have the right to request specific information relating to their own record under the Freedom of Information (FOI) Act. When recording information, consider that the customer may request to read their information.

It is inappropriate to record:

• staff member’s name and location
• Tax File Numbers
• Medicare card numbers
• judgemental statements or personal opinions about the customer or their situation
• information not mindful of FOI and privacy
• information that is not relevant to the customer/claimant, activity, or decision
• information of a sensitive or personal nature, for example sensitive information of a medical or personal nature, including medical abbreviations
• unapproved abbreviations including use of text language
• abusive or offensive language - interactions deemed as customer aggression and counterproductive behaviour should be recorded in Customer Incident Management System (CIMS)

Note: this is not an exhaustive list. Staff must apply appropriate judgement when deciding what information to record in a DOC or Note. If unsure, seek advice from Local Peer Support.

Customer First and Process Direct have different workflows to record information on customer records. Users are to record information on the platform they are working in.

Customer First

Additional information displays as a document (DOC). Access these from the Document List.

Process Direct

Use the Notes feature when recording information. Access via the Notes icon.

DOCs and Notes can be viewed from either platform. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs.