Proof of vaccination and the Australian Immunisation Register (AIR) 011-10070000

Individuals must always pass authentication before any personal information can be released. See Authentication and release of information for Australian Immunisation Register (AIR).

Proof of vaccination(s) must not be printed if the individual is:

• unable to verify their identity
• aged 14 years or older and has not given consent

Has the person verified their identity?

• Yes, go to Step 2
• No, see Table 4 in Authentication and release of information for Australian Immunisation Register (AIR). Procedure ends here

To request:

• an immunisation history statement using mainframe, see Table 2
• proof of vaccination using the AIR Service Officer Portal, see Table 3
• a manual immunisation statement, see Table 7

When searching for the person on mainframe:

• multiple matches may be returned. Always select the active record
• the address on the active record should match the address given after completing authentication in CDMS. If the address does not match, update in CDMS. See Amend individual registration on the Australian Immunisation Register (AIR)

Search Mainframe

• Key YCUI anywhere on a blank screen and Press [Enter] - the Registration Amendment Search screen will show
• Key the Medicare number or individual's details (that is, first name, surname, DOB etc)
• Press [Enter] - either the YCUA - Amendment Registration or YCUI screen will show:
• If the YCUI screen shows, select the relevant individual from list by keying '/' next to the name and press [Enter] - YCUA screen
• If duplicate AIR records are found, see Merge or match individual records and SIN records in Australian Immunisation Register (AIR)

Has the AIR record been found?

• Yes, go to Step 2
• No, search using different criteria. If no match can be found, the individual may not have an AIR record:
• tell the individual to ask their vaccination provider to report their vaccination information to the AIR
• once the information is recorded on the AIR, the individual can ask their vaccination provider for a copy of their Immunisation History Statement
• procedure ends here

From the YCUA screen, press [PF14] - HIST to check the individual's vaccination history on the YIRD - Episode History - Basic screen.

Check if the vaccination history has episodes at a P (pend) status.

Are there pends on the record?

• Yes, resolve the pend episode:
• if necessary, contact immunisation provider to confirm information
• see Process pended claims in Australian Immunisation Register (AIR)
• for help with processing pended episodes, complete the Technical Support Tool (LPS and SSO) - Health online form
• No, go to Step 3

From the YIRD screen press [PF14] - MAIL HIST to check the mail history on the YCEN - Mail History Details screen

Has an immunisation history statement recently been requested through mainframe?

• Yes, one has been requested recently:
• if the immunisation history or personal details have changed, request a new copy
• if the information has not changed, confirm whether individual still requires evidence
• if the previous request failed, FAILED will show in the DATE DISP field. Try to issue an Immunisation History Statement (IHS) using the AIR Service Officer Portal before escalating to Local Peer Support (LPS). If the request fails again, complete the Technical Support tool (LPS and SSO) - Health online form
• No, go to Step 4

To request an IHS:

• from the YCEN- Mail History Details screen, press [PF13] - PREV SCR to go to the YIRD - Episode History-Basic screen
• from the YIRD screen, press [PF22] - STATEMENT to request an IHS

Does the message History statement request successful show?

• Yes, procedure ends here
• No, see the Resources page for how to action additional messages when requesting IHSs from mainframe

• Open the Services Australia Intranet page. Go to:
• My Tools
• Customer Service
• Select Medicare Portal
• From the dropdown menu, select:
• Source Office
• Australian Immunisation Register (AIR)
• Select Submit
• Select AIR Service Officer Portal tab. The Identify Individual (search) screen will show

Service Officers can search for a customer using:

• individual Identifiers
• customer Personal information. If required, use filters to narrow the search results. The available filters are:
• Exclude inactive, and/or
• Supplementary Identification Number (SIN) only records

To search under:

• Identifiers, key one of the following:
• PIN/SIN, or
• Medicare number and if known, IRN, or
• Individual Healthcare Identifier
• Personal Information field, key the individuals:
• Surname, given name, and date of birth
• Select Search. The Identify individual (results) page will show
• Select the PIN/SIN hyperlink for the correct customer record. The individual's Registration page will show

Note: if multiple matches are returned, use other criteria to identify the correct customer record. Always select an active record.

• To view or print an Immunisation History Statement (IHS), go to Step 3
• To request a hard copy of an IHS to send by post, go to Step 4

To view or print an IHS for a customer, from the View Individual page go to the Actions dropdown menu:

• Select Share proof of vaccination. A Share proof of vaccination pop up will show
• Select either:
• Complete immunisation history statement, or
• COVID-19 and influenza immunisation history statement
• Select Generate PDF
• A Downloads pop-up will show
• Select Open file. A new window opens with a PDF of the:
• Complete immunisation History Statement, or
• COVID-19 and influenza immunisation history statement

Note: Service Officers must only print IHS for:

• individuals that visit a service centre and are helped by face to face staff, or
• staff processing Out of Home Care (OOHC) requests

To request an IHS hardcopy to post to an individual, go to the View Individual page > Actions dropdown menu:

• Select Share proof of vaccination
• Select either:
• Complete immunisation history statement, or
• COVID-19 and influenza immunisation history statement
• Select Request hardcopy > Submit

Note: requests for a hardcopy of an IHS print centrally, and post from the mail centre. They may take up to 14 business days to arrive in the mail.

For:

• DFAT referrals:
• before DFAT transfer the individual, ask the DFAT employee for their agent/employee ID number and keep this for comments in CDMS
• go to Step 2
• Individuals calling from overseas, go to Step 2

If unsure, escalate to AIR Local Peer Support (LPS).

See Authentication and release of information for Australian Immunisation Register (AIR).

Callers must pass authentication for any enquiry that requires a Service Officer to access or release immunisation information about:

• a child
• individual, or
• recognised vaccination provider

Go to Step 3.

Can the individual access their proof of vaccination through myGov/myGov app to access their Medicare online account, or Healthcare Identifiers (HI) service?

• Yes, help to troubleshoot their issue and ask them to try getting their IHS online
• No, they cannot self service, see Table 5

If an individual asks for their IHS to be emailed, Service Officers must escalate to LPS. through the Technical Support Tool (LPS and SSO) - Health online form.

If AIR LPS:

• accepts to escalate the request to the AIR Program Support, go to Step 2
• rejects the request, tell the customer the outcome. Procedure ends here

Use the following script to tell the customer

Your proof of vaccination contains personal and sensitive information and sending this by email is not considered a secure channel.

Proof of vaccination can only be emailed in exceptional circumstances.

If approved, are you happy for us to send your statement using an unsecure email channel?

If you have any doubts about emails you receive from us, you can visit our website and search 'scams' for more information.

If the customer:

• agrees, go to Step 3
• disagrees, tell them:
• the statement can be sent by mail. It can take up to 14 days to arrive, or
• they can contact their vaccination provider or visit a service centre, to print one for them

Service Officers must give AIR LPS the individuals:

• full name
• date of birth
• Medicare or Supplementary Identification Number (SIN) number
• parent or guardian's details (if applicable)
• copy of the proof of vaccination

AIR LPS must:

• review the request, and
• decide if the request is for urgent compassionate or compelling reasons

If the request fits the criteria, AIR LPS must escalate to AIR Program Support. AIR Program Support will contact the customer with the outcome of their request.

Individuals may request an IHS:

• without a specific vaccine (for example, smallpox) showing on it
• be sent to a different address than the one registered on the AIR

Service Officers must:

• escalate these requests to AIR LPS by completing the Technical Support Tool (LPS and SSO) - Health online form
• provide LPS with the individuals:
• full name
• date of birth
• Medicare or Supplementary Identification Number (SIN) number, and
• parent or guardian's details, if applicable

Procedure ends here for Service Officers.

AIR Local Peer Support (LPS), go to Step 2.

AIR LPS only

If the request is for an IHS:

• without a specific vaccine:
• LPS must escalate the request to AIR Program Support
• procedure ends here
• to be sent to a different address and LPS determines it can be sent:
• open the customer's record in the AIR Portal
• select Actions at the top right of the screen
• select Share proof of vaccination
• select Complete immunisation history statement, then Create letter (the customer's information will automatically transfer over to the Digital Messaging Capability (DMC))
• completes the address fields and selects Next
• select Preview letter
• have another AIR LPS quality check the copy
• select Generate letter
• record a comment on Mainframe. Include letter request ID

Ask the individual when the vaccine was given/administered.

If within 10 days:

• check for multiple AIR records:
• If a duplicate AIR record is found, see Merge or match individual records and SIN records in Australian Immunisation Register (AIR)
• If no duplicate AIR record is found, continue to check the record
• check if the encounter record has a pend status:
• If so, resolve the pend. To process AIR pends, see Process pended claims in Australian Immunisation Register (AIR)
• If there are no pends on the record tell the individual that providers have up to 10 days to report vaccinations to the AIR. If not showing after 10 days, ask the individual to contact their vaccination provider
• add a comment on the customer's record in Mainframe:
• include what was discussed, the date, brand, and location of vaccination
• CDMS has a limited word count

If vaccine records are found, and:

• they are in Pend status, see Process pended claims in Australian Immunisation Register (AIR)
• the customer confirms they did not get the vaccination, go to Step 2

Go to Step 4 if after 10 days, and there are:

• no multiple AIR records, and
• no pends on the record

Contact the provider using the details on the individual's record. Authenticate the provider, see Authentication and release of information for Australian Immunisation Register (AIR).

Was authentication successful?

• Yes:
• confirm the vaccination was not administered to the individual or recorded incorrectly
• R and Z the incorrect vaccination, go to Step 3
• tell the provider to report the vaccination on the correct record
• No: tell the customer:
• this contact was unsuccessful
• to contact their vaccination provider for help

From the YCUI - Registration Amendment Search screen:

• Key the Medicare number and IRN or SIN/PIN and press [Enter].
• Select PF14 (Shift F2) to go to YIRD screen:
• Select '/' the claim, and press F6 to go to YIAN - Antigen Details screen
• Remove the dose number and press [Enter]
• In the ST field over key the P with R and press [Enter]
• Over-key the R with Z and press [Enter]
• Press [F9] to update
• Add comment in mainframe:
• Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show
• Press [F3]. The YCCO - Comments List screen will show
• Press [F3]. The YCCV - Comment Details screen will show
• Add a comment about the confirmed details. Include, that the provider was contacted, the name of the person who confirmed/provided the information, and why the encounter was R and Z

Procedure ends here.

Ask the customer:

• where they got their vaccination
• was it at a doctor's surgery, pharmacy, or by the Department of Defence?

If they were vaccinated by Department of Defence, escalate to AIR Local Peer Support (LPS).

If they were vaccinated at a:

Doctor's surgery or pharmacy - tell them to contact their vaccination provider and ask them to record their immunisation information to the AIR.

If the customer advises their provider has:

• not yet reported the vaccinations to the AIR, tell them:
• once the provider reports the vaccination(s) to the AIR, they can see the vaccinations on their immunisation history statement (IHS). They can check their IHS through their Medicare online account through the myGov website or the myGov app
• already reported the vaccination to the AIR:
• check the customer's record for any pended encounters and resolve them
• If no pends, check for duplicate records. If the missing vaccinations cannot be found, tell the customer to contact their vaccination provider and ask them to resubmit the missing vaccinations again to the AIR

If unsure, escalate to LPS. through the Technical Support Tool (LPS and SSO) - Health online form.