Rapid Addressing 111-21070000

Rapid Addressing (also referred to as Rapid Addressing Mode), is a feature integrated in to relevant pages and workflows within the Centrelink system and Customer Online Services.

Rapid Addressing is available:

• for staff - from the:
• Address Details (AD) page
• Add Person (AP) page
• Add Organisation (AO) page
• Organisation Contact Address Details (OCAD) page
• Change in Contact Details workflow
• Online and Families Claim workflow
• Emergency Recovery Payment workflow
• for customers - through Customer Online Services within:
• the Update Address Details service
• online claim workflows

Rapid Addressing assists staff and customers to record an address by providing address suggestions from Australia Post based on the characters entered by the user. Staff are still able to enter an address not known to Australia Post by selecting the address suggestion under the -Your input- heading in the list. However, staff should only select this option if the address entered does not appear in the list provided and they are satisfied that it is correct.

Where there is a conflict in the correctness of the suburb/postcode/state combination provided by the customer and that suggested by Rapid Addressing, the Rapid Addressing suggestion should be considered the correct combination. Staff should always ensure that they have selected the correct address before completing the address update.

Information used by Rapid Addressing contains only known mail delivery addresses. Under no circumstances should a customer be told that their address is 'not known to Australia Post' and therefore must be 'wrong'. Staff must not advise customers to contact Australia Post if they believe that the address combination provided by Rapid Addressing is incorrect. In these circumstances, staff may seek to confirm the details provided, however once confirmed they should enter the confirmed address and select the entry from under the -Your input- heading in the list of suggestions provided.

Non-Australian addresses can be entered by staff using the Enter non-Australian address button on the Address Details (AD), Add Person (AP), Add Organisation (AO) and Organisation Contact Address Details (OCAD) pages.

The Rapid Addressing mode:

• Is automatically switched on when the Address Details (AD), Add Person (AP), Add Organisation (AO) and Organisation Contact Address Details (OCAD) pages are accessed
• Can be switched off by selecting the Enter non-Australian address button on the Address Details (AD), Add Person (AP), Add Organisation (AO) or Organisation Contact Address Details (OCAD) pages, and
• Can be manually switched on by selecting the Use rapid address entry button on the Address Details (AD), Add Person (AP), Add Organisation (AO) or Organisation Contact Address Details (OCAD) pages

When Rapid Addressing is switched on, the Suburb or postcode: field will be the first field displayed. As characters are entered into the Suburb or postcode: field, suggestions will be displayed. Once the postcode or suburb details have been selected the user will be navigated to the Street address: field where Rapid Addressing will again provide suggestions based on the user input to complete the address update.

All Address types are able to be updated using Rapid Addressing.

A suggestion can be selected by using the mouse to navigate to the selections and selecting the selection. Selection by keyboard is using the arrow keys for navigation and either the [tab] or [enter] key to select. The first item on the list is selected by default.

The Suburb or postcode: field displays as blank when either there is no existing address data or when the 'clear' button has been activated. When updating an existing address, this field displays the existing suburb of the address and must be confirmed if updating the street number or street, otherwise it should be overtyped with the new suburb.

Address suggestions provided by Rapid Addressing may differ from how they were input by the user. The address displayed by Rapid Addressing is the preferred format.

A list of suggested streets will display after the first letter typed in the Street address: field, provided there are matches in the Australia Post File. In some instances, the street may actually be in a neighbouring suburb or in multiple suburbs. Extra care should be taken to ensure that the correct selection is made, and further confirmation with the customer be undertaken if required.

For existing addresses, the town/suburb is pre-populated to the Suburb or postcode: field which can be overtyped. The user does not need to type anything before being able to see suggestions based on the existing town/suburb. See the Process page for more information.

When creating a new address, Rapid Addressing automatically displays the Suburb or postcode: field. Once this field is complete, the user will be prompted to complete the Street address: field. Once the 'continue' button is selected, the address details are saved.

Additional address information such as property and building names, or 'Care of' information need to be entered within double quotation marks or round brackets in the Street address: field when in Rapid Addressing mode. See the Process page for more information.