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

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

Note: proof of vaccinations 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 in mainframe, see Table 2
• proof of vaccination from the AIR site, see Table 3
• an International COVID-19 Vaccination Certificate (ICVC):
• face to face staff, see the Face-to-face enquiries - hand off for non-AIR trained Service Officers table
• telephony staff, see the Generate an ICVC table
• manual proof of vaccination, 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 when the security check was performed in CDMS. If it does not match, update the address. See Change requests in the 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 send their immunisation history to the AIR
• once the information is recorded on the AIR, they can ask their vaccination provider for proof of their vaccinations
• procedure ends here

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) or C (clarify) status.

Are there pend or clarify episodes?

• Yes, resolve episode:
• if necessary, contact immunisation provider to confirm information
• see Process pended claims in Australian Immunisation Register (AIR)
• for help with processing pended episodes, contact AIR Local Peer Support (LPS)
• No, go to Step 3

Press [PF15] - 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, contact AIR Local Peer Support (LPS)
• No, go to Step 4

To request an immunisation history statement:

• 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 immunisation history statement

Does the message History statement request successful show?

• Yes, procedure ends here
• No, see the Action additional messages when requesting immunisation history statements table on the Resources page

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

Search for a customer:

• In the Identifiers field, enter the customer's:
• Personal Identification Number (PIN)/ Supplementary Identification Number (SIN), or
• Medicare number and Individual Reference Number (IRN), or
• Individual Healthcare Identifier (IHI)
• Or, in the Personal Information field, enter the customer's:
• Surname, given name, and date of birth
• If required, select Exclude inactive or SIN only records
• Select Search. The Identify individual (results) page displays
• Select the PIN/SIN hyperlink for the correct customer record. The customer's Registration page displays

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 (PDF), go to Step 3
• To request an Immunisation History Statement (PDF), go to Step 4
• To request an International Covid-19 Vaccination Certificate (ICVC), go to Step 5

To view or print an Immunisation History Statement (PDF) for a customer.

From the View Individual page:

• Select Actions
• Select Proof of Vaccination
• Select:
• Complete immunisation history statement (PDF)
• COVID-19 and influenza immunisation history statement (PDF), or
• Select Download PDF
• A Downloads pop-up appears, select Open file. A new window opens with a PDF of the:
• Complete immunisation History Statement
• COVID-19 and influenza immunisation history statement, or
• View the vaccines listed on the statement and verbally confirm the details are correct with the customer before printing. If vaccines are missing or incorrect, refer customers to their vaccination provider
• Select the printer icon from top right, choose a printer from the dropdown list and select Print. Close the PDF without saving
• Use the letter Z2337 - Copy of your proof vaccinations
• See Preparing, quality and peer to peer checking for Medicare external mail for requirements on preparing outgoing correspondence and letter checking processes
• Attach the letter to the statement

Note: face to face staff are not required to attach the cover letter if providing proof of vaccination directly to the customer.

To Request Immunisation History Statement (hardcopy) for a customer.

Select:

• Actions
• Proof of Vaccination
• Complete immunisation history statement (hardcopy), or:
• COVID-19 and influenza immunisation history statement (hardcopy), or
• Next
• Submit

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

To Request an International Covid-19 Vaccination Certificate, select:

• Actions
• Proof of Vaccination
• International Covid-19 Vaccination Certificate
• Launch IDS:
• Face to face staff, see the Face-to-face enquiries - hand off for non-ICVC trained Service Officers table
• Telephony staff, see the Generate an ICVC table

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

To merge records:

• In the Identifiers field, enter the customer's:
• Personal Identification Number (PIN)/ Supplementary Identification Number (SIN), or
• SIN/SIN
• Select Review. The Merge individual (Review records to be merged) page displays
• To help confirm possible matches check the:
• Immunisation history of the PIN/SIN or SIN/SIN
• Full Name
• Date of birth (DOB)
• Address
• Individual Healthcare Identifier (IHI)

To search for multiple records:

• separate each PIN/SIN with a comma, or
• key in the first customer identifier, then press [Enter] to add a new line and key in the second customer identifier

Note: staff may not be able to complete a merge on restriction records.

Review listed records to determine a match.

Are all listed records a match?

• Yes, go to Step 4
• No, procedure ends here

Note: view additional customer details by selecting each record to expand. Only 2 records can be merged at a time. If there are more than 2 records, staff must repeat the process.

To confirm the merge, select Merge now:

• the Merge individual (Confirmation) page will show
• a Merge was successful message advises the surviving record SIN or PIN

To cancel the merge and restart or exit the process, select Don't merge.

Has the customer request come through a warm transfer call from DFAT consular service or are they overseas?

• Yes:
• DFAT referral - ask the person working at DFAT for their agent/employee ID number and keep this for comments in CDMS. Go to Step 2
• customer is overseas, go to Step 2
• No, refer the customer to:
• self service by logging into their Medicare Online Account through myGov or their Express Plus Medicare mobile app, or
• contact the AIR during business hours

Note: if unsure or the caller is a hyper-care customer, escalate to AIR Local Peer Support (LPS).

Perform security check on the customer, see Authentication and release of information for Australian Immunisation Register (AIR).

Go to Step 3.

A caller must pass a security check for any enquiry that requires a Service Officer to access or provide information about:

• a child
• individual, or
• recognised vaccination provider before releasing any information

Can the customer access their proof of vaccination through their Medicare Online Account via myGov or their Express Plus Medicare mobile app?

• Yes, help to troubleshoot their issue and ask them to try getting the proof online
• No, they cannot self service and they want:
• International COVID-19 Vaccination Certificate (ICVC), see the Email an ICVC table
• immunisation history statement, see Table 6

If a customer asks for their immunisation history statement to be emailed, Service Officers must call AIR Local Peer Support (LPS).

If AIR LPS:

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

Use the following script to tell the customer:

• We do not send personal or sensitive information over email because it is an unsecure channel
• We will only send your personal information using the Services Australia secure email facility. This allows us to communicate with you in a secure manner
• Your proof of vaccinations contains your personal and sensitive health information so it will need to be sent by secure email
• When we send a secure email an automatic email message will be generated to notify you that you have a secure email. The email will be from donotreply@servicesaustralia.gov.au with the subject line Services Australia Secure Email. The notification email prompts you to click on a link that takes you to the secure email service registration page. You can access the secure email facility using most internet browsers. It does not require you to install anything, but you need to register to use the facility. If you have not received a secure email from us previously, you need to register first
• Once you are registered, you can log in to the secure email facility to see the actual email and your proof of vaccinations
• As a standard rule, we do not send emails with links or attachments because it can create an opportunity for scam activity. It is important that you never open any links or attachments if you do not know the recipient and as an agency, we would not send you routine emails with links or attachments. The use of the secure email is in exceptional circumstances only like this one. If you have any doubts about emails you receive from us, you can visit our website and search 'scams' for more information
• Are you happy for us to send your proof of vaccination using secure email if approved?

If the customer:

• agrees, go to Step 3
• asks to have the proof sent by unsecure email because they do not want to register for the secure email facility, tell them:
• Unfortunately, secure email is the only way we can send you the information. Otherwise, we will need to send the certificate using other secure methods such as post

The Service Officer emails AIR LPS with the individual's:

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

AIR LPS:

• reviews the request, and
• decides if the request is for urgent compassionate or compelling reasons

If the request fits the criteria, AIR LPS will escalate to the AIR helpdesk for approval.

The AIR helpdesk:

• decides if the request meets the criteria and whether to approve it
• emails the outcome to the customer

The AIR Service Officer contacts AIR Local Peer Support (LPS) using the LPS Referral Form. Include the customer's:

• full name
• date of birth
• Medicare or SIN number, and
• parent or guardian's details

AIR LPS:

• completes the manual template
• has another AIR LPS QA the copy
• sends the proof of vaccinations to the AIR Service Officer

The AIR Service Officer:

• records a comment on Mainframe
• posts the proof of vaccinations to the customer

If within 10 days:

• check for a multiple record. If there is a multiple record:
• decide if the customer's record needs urgent attention. Note: there are only 2 urgent reasons: International travel within the next 10 days or required for employment. If it does not meet one of these 2 reasons, do not mark as urgent
• complete the IHI/SIN or PIN Linking or Merging template, see Resources for a link
• if there is no IHI number go to the Match a SIN record to another record without an IHI number table
• tell the customer to check their immunisation history every few days, until the record shows on their account
• check if the record has a pend status. If so, transfer the call to:
• the AIR - public enquiries line, or
• Services Australia Workspace transfer AIR Public Enquiries
• it can take up to 10 days for new vaccinations to show on their history. If there is no multiple or pended record:
• ask them to call back after 10 days of having had the vaccination, if it is still not showing
• add a comment on the customer's CDMS and Mainframe record:
• include what was discussed, and the date, brand and location of vaccination
• CDMS has a limited word count

If vaccine records are found, and:

• there is an error with the name, dose, and/or date, go to Process claims in the AIR
• they appear on the wrong customer's record, go to Step 2

If after 10 days, and there is no multiple or pended record, go to Step 3.

Staff untrained in this work type:

• cold transfer the caller to the AIR line using Services Australia Workspace option AIR Public Enquiries:
• add a comment on the customer's CDMS and Mainframe record
• include what was discussed, and the date, brand and location of vaccination
• procedure ends here

For AIR trained staff, see the Missing encounter table.

To change a vaccine record that is on the wrong customer's record, in the AIR Mainframe:

• select the immunisation (/) that is incorrect
• press [F5 - Encounter] or [Shift F5/F17]
• press [F11] to complete an individual search
• key the Medicare or PIN number. If using a reference number, delete any of the following data:
• name
• date of birth
• gender
• postcode
• select the correct customer (if a list shows)
• check all of the details on the Encounter screen to make sure all are correct, press [Enter]
• press [F9 - Update]
• press [F9] to save

Ask the customer:

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

If they had it done by Department of Defence, go to Step 4.

If they had it done at a:

Doctor's surgery or pharmacy - tell them to ask their vaccination provider to send their immunisation history to the AIR. If their provider has:

• not done this already, tell the customer:
• that after the provider uploads the details to the AIR, they can download their immunisation history statement through either myGov or the Express plus Medicare app
• providers are encouraged to upload this information within 24 hours, but it may take up to 10 days
• already done this, their record may still be pended. This may be because what their provider sent did not match their Medicare record. If this is the case:
• add a comment on the customer's CDMS and Mainframe record, include what was discussed, and the date, brand and location of vaccination
  Note: CDMS has a limited word count
• cold transfer them to the AIR line using Services Australia Workspace option AIR Public Enquiries
• procedure ends here
• AIR staff that receive transferred calls, see the Missing encounter table

Escalate to AIR Local Peer Support (LPS)