Change requests in the Australian Immunisation Register (AIR) 011-10120000

If the enquiry is general in nature, assist the customer with their enquiry or to self-service options where appropriate.

If the enquiry relates to eligibility to receive vaccinations or clinical questions about vaccinations, refer the customer to their vaccination provider.

Enquiries not requiring access to customer records, assist the customer to self-service or answer their enquiry, where appropriate.

If the enquiry requires access to a record, go to Step 2.

Confirm the identity of the customer by performing an AIR security check.

Has the customer been authenticated?

• Yes, go to Step 3
• No, if the customer is:
• A recognised vaccination provider or their staff, refer them to the Department of Health and Aged Care, where appropriate. Procedure ends here
• An individual or their representative, refer them to their vaccination provider, where appropriate. Procedure ends here

If the encounter amendment request relates to a:

• immunisation information recorded incorrectly, see Table 2
• missing encounter, go to Table 3
• family assistance (FTB/CCS) payments affected, see Table 4
• cold chain breach, see Table 5
• catch up schedule, see Record or amend catch up schedules in the Australian Immunisation Register (AIR)
• immunisation medical exemption, see Immunisation medical exemptions on the Australian Immunisation Register (AIR)

If the customer is:

• An individual or their representative, go to Step 2
• A vaccination provider or their staff, go to Step 5

Note: amending the dose sequence may resolve or create further pends.

On the YCEU – Registration Details screen, press [F14]. The YIRD - Episode History-Basic screen displays.

Are there any encounters in Pend (P) status?

• Yes, see Process pended claims in Australian Immunisation Register (AIR)
• No, go to Step 3

Note: if a vaccine split is required, contact an AIR PSO.

Ask the individual for the details of the affected vaccination.

• On the YIRD – Episode History-Basic screen, select [/] the affected vaccination. Press [F24] to display the vaccination provider details.

Explain to the customer that they will be placed on hold while the provider is contacted.

• Call the provider using the details obtained in Step 3
• Service Officers need to use the following script when calling practices and providers:
• “Hello this is <first name> from Services Australia. Before we proceed with this call, I need to inform you the call may be recorded or listened to for quality and coaching purposes. I am calling to clarify a patient’s record”

Was contact successful?

• Yes, complete a security check to verify their identity. See Authentication and release of information for AIR for more information. Go to Step 5
• No, return to the customer and advise contact was unsuccessful. Refer the customer to contact their vaccination provider for further assistance. Go to Step 6

Make amendments to the individual record as advised by the vaccination provider. See see Process claims in the Australian Immunisation Register (AIR) for further information.

Note: recording or amending an encounter may generate a payment or Pend depending on the information that is provided.

A comment must be recorded on the individual’s record when a vaccination provider has confirmed an update to an AIR record:

• Key YCUI anywhere on a blank screen. The YCUI – Registration Amendment Search screen displays
• Key Medicare number or individual’s details and press [Enter]. The YCUA – Amendment Registration screen displays
• Select [PF3 - COMMENTS]. The YCCO - Comments List screen displays
• Select [PF3-ADD COMM]. The YCCV - Comments Details screen displays
• Record a comment in Mainframe. See the Resources page for standard comments
• Press [Enter]

Press [F9] to update.

Note: this step assumes that at least 10 days have elapsed since the vaccination was given to the individual.

If the customer is:

• An individual or their representative, ask the customer for the date, brand and location of the missing vaccination. gG to Step 2
• A vaccination provider or their staff, go to Step 6

Go to Merge or match individual records in AIR to check if the individual has a duplicate records on the AIR.

Was the missing encounter located?

• No, go to Step 3
• Yes, go to Step 7

AIR Staff may call the vaccination provider if the customer meets any of the urgent criteria listed in Resources.

Does the customer meet the urgent criteria?

• Yes, staff are able to contact the provider. Go to Step 4
• No, advise the customer they will need to contact their provider. Advise the customer to tell their provider that they have contacted the AIR and confirmed their vaccination is not recorded. Go to Step 7

Ask the individual for the vaccination provider’s name and details (or practice name and contact number).

Explain to the customer that they will be placed on hold while the provider is contacted.

• Call the provider using the details provided by the customer
• Service Officers need to use the following script when calling practices and providers:
• “Hello this is <first name> from Services Australia. Before we proceed with this call, I need to inform you the call may be recorded or listened to for quality and coaching purposes. I am calling to clarify a patients record”

Was contact successful?

• Yes, complete a security check to verify their identity. See Authentication and release of information for AIR for more information. Go to Step 6
• No, return to the customer and advise contact was unsuccessful. Refer the customer to contact their vaccination provider for further assistance. Go to Step 7

Make amendments to the individual record as advised by the vaccination provider. See Process claims in the AIR for further information.

Note: recording or amending an encounter may generate a payment or Pend depending on the information that is provided. For more information, see Process claims in the Australian Immunisation Register (AIR).

A comment must be recorded on the individual’s record when a vaccination provider has confirmed an update to an AIR record:

• Key YCUI anywhere on a blank screen. The YCUI – Registration Amendment Search screen displays
• Key Medicare number or individual’s details and press [Enter]. The YCUA – Amendment Registration screen displays
• Select [PF3 - COMMENTS]. The YCCO - Comments List screen displays
• Select [PF3-ADD COMM]. The YCCV - Comments Details screen displays
• Record a comment in Mainframe per the Standard comments Table 3 on the Resources page
• Press [Enter]

Press [F9] to update. Process ends here.

If the customer is:

• An individual or their representative, and they have advised
• FTB has been, or will be reduced, go to Step 2
• CCS has been, or will be rejected or cancelled, go to Step 3
• A vaccination provider or their staff, tell the provider to advise the individual or their representative to contact Services Australia Centrelink Families line. Process ends here

• Go to AIR Service Officer Portal. The Identify Individual (Search) screen will display
• Search for the child using the customer identifier or personal information. The Identify Individual (Results) screen will display
• Select the child’s PIN/SIN hyperlink. The View Individual Registration screen will display
• Check the FTB Status under Status Summary. If the field:
• Is blank, go to Establish a FTB link for a child between Centrelink and the AIR
• Shows Not up to date, go to Step 4
• Shows Up to date, go to Step 5

Note: if Service Officers are unable to establish a FTB link where no link exists, contact an AIR PSO.

• Go to AIR Service Officer Portal. The Identify Individual (Search) screen will display
• Search for the child using the customer identifier or personal information. The Identify Individual (Results) screen will display
• Select the child’s PIN/SIN hyperlink. The View Individual Registration screen will display
• Check the CCS Status under Status Summary. If the field:
• Is blank, go to Step 6
• Shows Not up to date, go to Step 4
• Shows Up to date, go to Step 7

In AIR Mainframe, on the YCEU – Registration Details screen, press [F14]. The YIRD - Episode History-Basic screen displays.

Check the Resources page for a list of troubleshooting scenarios to assist in determining whether the child meets immunisation requirements.

Are there any encounters in Pend (P) status?

• Yes, go to Process pended claims in Australian Immunisation Register (AIR)
• No, continue checking

Note: if a vaccine split is required, contact an AIR PSO.

Check the child’s Status Summary Tile in the AIR Service Officer Portal. For the relevant payment type, if the child is showing:

• Up to date, confirm with the caller that the child currently meets immunisation requirements, and that
• FTB statuses will be transmitted overnight (after the day information was updated), and/or
• CCS statuses will be provided if requested by Centrelink
• Not up to date, assist the customer to access their immunisation history statement. Advise the caller to speak with their vaccination provider, to discuss their child’s immunisations. Go to Step 8

Direct further enquiries to the Centrelink Families line. Go to Step 8.

Where the:

• child currently meets immunisation requirements
• is linked for FTB, and
• the caller has advised that their FTB rate has been reduced

Staff must call an AIR PSO to consider escalating these enquiries to the AIR Centrelink Liaison.

Go to Step 8.

Where the child:

• is not linked for CCS, and
• CCS has been cancelled or rejected

Staff must call an AIR PSO to escalate these enquiries to the AIR Centrelink Liaison.

Where the child:

• is linked for CCS, and
• the AIR Service Officer Portal displays ‘Up to date’ for CCS

Confirm with the caller that the child currently meets immunisation requirements, and further enquiries must be directed to the Centrelink Families line. AIR cannot send the immunisation status from AIR to CCS, it will be requested by Centrelink when the CCS claim is assessed.

Note: where customers have been transferred several times between AIR and Centrelink to resolve a CCS issue, staff must call an AIR PSO to consider escalating these enquiries to the AIR Centrelink Liaison.

A comment must be recorded on the individual’s record where a customer has enquired about FTB and/or CCS.

• Key YCUI anywhere on a blank screen. The YCUI – Registration Amendment Search screen displays
• Key Medicare number or individual’s details and press [Enter]. The YCUA – Amendment Registration screen displays
• Select [PF3 - COMMENTS]. The YCCO - Comments List screen displays
• Select [PF3-ADD COMM]. The YCCV - Comments Details screen displays
• Record a comment in Mainframe. See Resources for details to be included in comments.
• Press [Enter]

Press [F9] to update.

If the customer is:

• An individual or their representative, advise them to speak with their vaccination provider. Process ends here
• A vaccination provider or their staff, go to Step 2

Log on to mainframe:

• Key YCUI anywhere on a blank screen and press [Enter]. The YCUI – Registration Amendment Search screen displays
• Key Medicare number or individual’s details and press [Enter]. The YCUA - Amendment Registration screen displays
• Press [PF14 – VACC HIST] to go to the YIRD - Episode History-Basic screen

Ask the provider to confirm the name and brand of the affected vaccination:

• select (/) the affected vaccine line
• Press [F6]. The YIAN – Antigens Details screen displays
• Over-key the status with 'C' and press [Enter]
• Over-key the C status with 'Y' and press [Enter]
• Press [F9] to update

Any re-administered vaccines may be in a Pend (P) status and may require the dose number to be updated to match the cold chain breach dose.

A comment must be recorded on the individual’s record when a vaccination provider has confirmed an update to an AIR record:

• Key YCUI anywhere on a blank screen. The YCUI – Registration Amendment Search screen displays
• Key Medicare number or individual’s details and press [Enter]. The YCUA – Amendment Registration screen displays
• Select [PF3 - COMMENTS]. The YCCO - Comments List screen displays
• Select [PF3-ADD COMM]. The YCCV - Comments Details screen displays
• Record a comment in Mainframe. See the Resources page for details to be included in comments.
• Press [Enter]
• Press [F9] to update