Medicare Entitlement Statement (MES) quality checking in QST 111-22112508
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See Service Delivery Quality and Evaluation for a link to the Enterprise Quality Framework.
Error codes - Processing IHI Portal and manual
Table 2
| Error codes | Error definition |
| MS03 Critical | First name/Surname missing at Question 23 - Application form (manual) |
| MS04 Critical | Declaration not ticked at Question 23 - Application form (manual) |
| MS05 Critical | Question 13, 14 and 19 not answered or incorrectly answered and nothing noted that phone call has been made - keyed and accepted (manual) |
| MS06 Critical | Declaration made by 3rd party not customer (manual) |
| MS07 Critical | Gender and/or date of birth recorded incorrectly or not all names on the passport recorded/not amended in Personal and contact details section (both) |
| MS08 Critical | Name/title recorded incorrectly or not all names on the passport recorded/not amended in Personal and contact details section (both) |
| MS09 Critical | Residential/postal address keyed incorrectly or omitted (manual) |
| MS10 Critical | Incorrect period approved due to keying error (manual) |
| MS11 Critical | Claiming financial year keyed incorrectly (manual) |
| MS13 Critical | Tax Agency details not keyed or keyed incorrectly in Tax Agent Tab (manual) |
| MS15 Critical | Critical questions not completed on MES form - Questions 6,17 and 18 (manual) |
| MS16 Non-critical | Assessing comments in the portal keyed incorrectly or omitted (both) |
| MS17 Critical | Same financial year keyed and approved in portal - MES portal/database check not performed (manual) |
| MS42 Critical | Passport details (all names, gender, date of birth, passport number, the origin of passport) recorded incorrectly or not amended as per the supplied passport (both) |
| MS43 Critical | Application was not keyed while it should have been (manual) |
| MS44 Non-critical | Applicant ID has been duplicated in error (manual) |
| MS46 Critical | More information requested but status not changed to 'on hold' in the MES portal (both) |
| MS53 Critical | Application revoked or withdrawn in error in the MES Portal (both) |
| MS54 Critical | Customer's name registered all in lower case in Personal and contact details section/not amended (both) |
| MS55 Non-critical | Contact number or email address recorded incorrectly or not amended in Personal and contact details section (both) |
Error codes - Letters IHI Portal and manual
Table 3
| Error codes | Error definition |
| MS18 Critical | Incorrect letter chosen and/or inappropriate options (letter/online task) selected for documents requested (both) |
| MS19 Critical | Name/address on letter keyed incorrectly (both) |
| MS20 Critical | Letter not sent to customer/tax agent (both) |
| MS21 Critical | Incorrect recipient chosen - customer/tax agent (both) |
| MS22 Critical | Incorrect application number quoted in the letter (both) |
| MS52 Critical | Letter not uploaded in MES Portal (application registered in MES Portal) (both) |
| MS56 Critical | Letter was not sent via online task where it should have been (IHI) |
| MS57 Critical | Incorrect formatting of the letter, for example, fonts, spacing, indents (both) |
Error codes - PaNDA IHI Portal and manual
Table 4
| Error codes | Error definition |
| MS23 Non-critical | Naming convention error (this is not changed for MES DUC) (both) |
| MS24 Non-critical | PaNDA note omitted from pended PaNDA file (both) |
| MS25 Non-critical | Sent letter not uploaded in PaNDA file (application not registered in MES Portal) (manual) |
| MS26 Non-critical | Word document with multiple application numbers not uploaded to PaNDA file (manual) |
| MS27 Critical | Actioned without correct documents uploaded/associated in PaNDA (both) |
| MS28 Critical | PaNDA file completed in error - no action taken (both) |
| MS29 Critical | Incorrect files associated (different customers, different programme) (both) |
| MS30 Critical | Incorrect document uploaded (for example, documents for enrolments uploaded and used) (both) |
| MS47 Critical | Multiple IHI files have been associated in error |
| MS48 Non-critical | Work items via DUC, email or post for the same customer (pend/open status) allocated in a bundle and actioned by same operator but not associated (manual) |
Error codes - Assessing IHI Portal and manual
Table 5
| Error codes | Error definition |
| MS32 Critical | Multiple applications for different financial years submitted but not all keyed (manual) |
| MS33 Critical | Application for different customer submitted in same PDF file but not extracted and re-uploaded to PaNDA for processing (manual) |
| MS34 Critical | Not all checks completed and documents/information on visa, health insurance etc. were missed, resulting in an incorrect assessment (both) |
| MS36 Critical | Application approved without a clear passport or no passport or IHI application approved while travel documents not verified and no passport copy supplied (both) |
| MS37 Critical | Duplicate statement not issued/issued in error (both) |
| MS38 Critical | Not skilled for work type - actioned in error (both) |
| MS39 Critical | Missing information/documents - Email check/PaNDA search not performed and information requested while already supplied (both) |
| MS50 Critical | Application approved without correct documents/information (both) |
| MS58 Critical | Old version of application form accepted (manual) |
| MS59 Critical | Application received via email by customer accepted in error (manual) |
| MS60 Critical | Future period approved in error (both) |
| MS61 Non-critical | A VEVO check was run while no travel document copy supplied as already verified (IHI) |
Error codes – Email (Tax agents only)
Table 6
| Error codes | Error definition |
| MS40 Critical | Email response sent to incorrect recipient |
| MS41 Critical | Sent email response not moved to 'Sent' folder in the tax agent email box |
| MS51 Non-critical | Email sent with incorrect classification other than 'Official-Sensitive' |
| MS62 Critical | The tax agent email box was used to reply to customer where it should not have been |