eBusiness quality checking in QST 111-20080652

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 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 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

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 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

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 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

Email not sent.

No email was sent to the account holder advising of the outcome of their application (either account finalised or missing/insufficient information).

EB19

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

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.