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Error codes - error free
Table 1
Error code | Error definition | Critical/non-critical |
EB00 Error Free | No errors. | No errors identified by the Quality Checker. The Quality Checker may include written feedback, with suggestions/improvements. |
Error codes - HW080
Table 2
Error code | Error definition | It is an error when |
EB01 Critical | Form processed with no signature or with digital signature. | HW080 form has been accepted and processed without a hand-written signature (Q11). |
EB02 Critical | Form incorrectly rejected as sufficient amount of information is provided on the form. | HW080 form has incorrectly been rejected as it can be accepted with minimal or missing details on the form. If it contains enough information to process the form without: - any additional effort to locate the user account, and/or
- having to refer to another system such as CDMS to obtain further information
|
EB03 Critical | Accepting and processing a form in which the mandatory declaration tick box has not been selected. | Accepting and processing a form in which the mandatory declaration tick box has not been selected. |
Error codes - PaNDA
Table 3
Error code | Error definition | It is an error when |
EB04 Non-critical | Incorrect username listed. | The Username field on the PaNDA work item does not match the relevant PRODA account. |
EB05 Non-critical | Notes not added, are incomplete or incorrect. | The notes on PaNDA do not reflect the action taken by the service officer. Notes on PaNDA must explain all action taken and anything that still needs to be completed. |
EB06 Non-critical | Incorrect Work Type listed. | The PaNDA work item has been marked as 'Complete' under the incorrect work type. |
EB07 Non-critical | Alternate PANDA enquiries not associated. | The PaNDA work item has been marked as 'Complete' without first associating all relevant work items. This could (but not necessarily) include PRODA enquiries. Refer to error code EB23 when PaNDA work items are associated incorrectly by the Service Officer. |
EB24 Non-critical | PaNDA WID – Case ID field not saved with Source Work Item number | The PaNDA work item Case ID field does not display the Source Work Item number. |
Error codes - PRODA
Table 4
Error code | Error definition | It is an error when |
EB08 Critical | Account on non-verified name set after account made KNOWN. | The PRODA account has been made KNOWN, however 'Manage Names' has not been checked to confirm the account has been set to 'Verified name set'. |
EB09 Critical | Gender on account is incorrect. | The gender on the PRODA account does not match the supplied Evidence of Identity (EOI). |
EB10 Non-critical | Notes not added, are incomplete or incorrect. | The notes on PRODA do not reflect the action taken by the service officer. Notes on PRODA must explain all action taken and anything that still needs to be completed. |
EB11 Critical | Documents coded in error – account made KNOWN as a result. | A document has been coded to the PRODA account in error, in doing so this has made the PRODA account KNOWN incorrectly. |
EB12 Non-critical | Documents coded in error – account status unaffected. | A document has been coded to the PRODA account in error, coding the document has not affected the account however, the document was not required. |
EB13 Critical | Documents have been provided and are necessary but not coded. | A document was provided that was necessary for the PRODA account, however it was not added to the account. A document was provided that was necessary for the PRODA account, however it was not escalated to Tier 3/PRODA Support for assessment. |
EB14 Critical | Documents coded incorrectly/with errors. | A document has been coded to the PRODA account contrary to Operational Blueprint, eBusiness Branch communications or Local Peer Support (LPS) advice. |
EB15 Non-critical | HPOS Provider, details not linked despite being provided. | The account holder has provided an identifier, for example, a Medicare provider number in order to link the PRODA account to HPOS. As per eBusiness training material, this can only be marked as an error if the customer had provided the identifier. For quality checking purposes, there is no requirement to perform a PDS search. Note: if the Quality Checker identifies that customer is a provider and performs a PDS search, they will link the identifier and provide written feedback only (this will not count as an error). |
Error codes - Email
Table 5
Error code | Error definition | It is an error when |
EB16 Critical | Information incorrect/incomplete in email. | The email sent to the account holder does not contain the correct identifying information RA, account holder name, Source Work item number. |
EB17 Critical | Incorrect email template used. | The email sent to the account holder was sent using the wrong template for the situation. |
EB18 Critical | Customer contact not made. | No evidence of customer contact via email. |
EB19 Non-critical | Formatting of email is incorrect, for example, unapproved bold or highlighting. | Unapproved changes have been made to an email template that has then been sent to the account holder. |
EB22 Critical | Documents requested incorrectly. | An email has been sent to the account holder requesting documents that are not required. |
EB23 Non-critical | PaNDA documents associated incorrectly to a work item. | Service Officer incorrectly associated PaNDA documents not relating to a work item. |
EB25 Non-critical | All emails. | Email has not been uploaded in the PaNDA work item. |
EB26 Critical | Outbound call not made. | No evidence of customer contact via phone call. |
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