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

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Australian Immunisation Register (AIR)

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Troubleshooting ‘overdue’ status on the AIR record

Where a child is showing overdue for vaccination, there may be a number of contributing factors. Some common scenarios that may affect family assistance payments include:

  • Dose sequence issues
  • Pends requiring action
  • CCS rejected due to no AIR link resulting from Centrelink error
  • Duplicate records in the AIR
  • CCS cancelled or rejected, where the child was vaccinated after the decision date, or there was provider delay in recording immunisations
  • Overseas vaccines not currently recorded

If staff need assistance troubleshooting the reasons for a child showing overdue where the provider reports the child has received all required vaccinations, contact an AIR PSO.

Where an inappropriate handoff from Centrelink to AIR has occurred, check Table 4 on the Process page to see whether action is required.

Urgent criteria for processing verbal updates from providers

Table 1: this table contains information to help Service Officers manage verbal updates from providers.

Circumstance

Acceptable urgent criteria

The individual urgently requires amendments to their vaccination history

Where the caller has advised:

  • Family Tax Benefit for the individual has been, or will be, reduced
  • Child Care Subsidy for the individual has been rejected or cancelled

The customer urgently requires proof of vaccination for themselves, or dependents

For the purposes of:

  • Employment
  • Travel
  • Entry or access to a residential care facility
  • Entry or access to a hospital or healthcare facility
  • Enrolment in a school or child care service

Standard update/enquiry comments

Table 2: this table contains information to help Service Officers make relevant and appropriate comments when updates are done.

Note: do not include the names or details of Services Australia staff.

Circumstance

Information which should be included in mainframe

FTB or CCS related enquiries
  • Universal logon of the AIR LPS who was contacted prior to escalating
  • Type of payment affected (FTB and/or CCS)
  • Details any actions taken
  • The date of the letter the parent received from Centrelink (if applicable)
  • Individual or their representative’s details (include contact phone number where follow up is required)
  • Details of information provided to the caller, including referrals to Centrelink (if applicable)

For example, spoke to AIR PSO ABC123. Caller received letter from Centrelink dated 01/01/22 advising FTB reduced, and have been referred to call AIR by Centrelink. Confirmed the child is up to date and FTB is linked. Escalated to ACL. Advised caller further enquiries should be directed to Centrelink.

Cold chain breach

<Provider number> confirmed cold chain breach for <vaccine brand><vaccine date> on <date of notification>. Vaccine C+Y’d.

For example, 123456AB confirmed cold chain breach for IFHX 01/01/22 on 09/10/22. Vaccine C+Y’d.

Missing encounters or encounter amendments
  • Individual or their representative’s details including contact phone number (only where follow up is required)
  • Vaccination provider number
  • Brand and date of missing or otherwise amended vaccines
  • Reason the verbal request has been accepted (e.g. required for child care enrolment)
  • Date and time of attempted outbound contact to a vaccination provider (if applicable)
  • Details of any actions taken, and any follow up action required (if applicable)