Document Assessment – Medicare Compensation Recovery 011-15010000

The 2 most important factors of any work actioned by Medicare Compensation Recovery are:

• accuracy of information, and
• the protection of customer’s privacy

Service Officers must complete mandatory checks when conducting document assessment and accessing compensation claims. This makes sure that information held is accurate, and released only to the correct person, at the correct time.

See Table 1 Process correspondence - Medicare Compensation Recovery.

When Services Australia receives correspondence, Service Officers must decide if:

• a form is valid and complete
• the information is notifiable under the Health and Other Services (Compensation) Act 1995 (the Act), and
• a claim has already been registered, or a new claim needs to be registered

Check Forms for the current form version.

Medicare Compensation Recovery forms are available to external customers for different reasons throughout the life of a compensation claim.

Each Medicare Compensation Recovery form has signature requirements and needs different mandatory information when registering or processing a compensation claim.

When a customer re-submits a form that was previously incomplete, it can be accepted when a completed form is returned with the declaration re-signed and re-dated. For more details, see FAQs for forms in Resources.

MCR forms can be accepted without the compensation payer's full address, as long as complete details for the compensation payer's solicitor are provided. This applies even if only the compensation payer's business name is provided on the form, or if a DX address is provided instead of the full postal address.

Note: If the compensation payer's address is not provided and/or is unacceptable and no compensation payer's solicitor address details have been provided, the form is invalid.

This applies to the compensation payer's address only. It does not apply to the injured person or claimant’s (if applicable) address.

See Process Correspondence - Medicare Compensation Recovery.

A legal signature is a mark or symbol that expresses an intent to:

• agree
• authorise, or
• confirm the contents of a document

A signature does not have to show the signatory’s full name, provided it consistently represents them on documents.

A valid signature on an agency form or document signifies the approval and acceptance of the information in the form.

A valid signature for the purpose of agency forms confirms that the authorised signatory:

• checked that the information provided is true and correct, and
• agrees to the Declaration and Privacy notices

Variations of name and signature combinations can sometimes be provided on Medicare Compensation Recovery Notice of judgment or settlement forms (MO022) when they are submitted. To enable acceptance of variations a supporting document may be used to confirm the identity of the signatory on the form. However, it must be ensured that the supporting document provides clear identification and aligns with verification requirements.

For requirements on the Medicare Compensation Recovery Notice of judgment or settlement form (MO022) go to Table 2

For an illustrative guide on acceptable variations for signatures on declarations go to Resources.

The Services Australia Capability Framework communicates a shared understanding of the core capabilities that staff need now and into the future. Capabilities are the knowledge, skills and abilities that are fundamentally important for staff to successfully perform in their role, deliver on the agency’s vision and be future ready.

The Capability Framework highlights integrity, accountability and strategic thinking. In accordance with the framework Service Officers are expected to actively engage in problem-solving processes to support the development of legal, ethical and evidence-based decisions. Their contributions should be grounded in critical thinking and practical solutions that align with professional standards and organisational goals.

Staff should apply the REFLECT model when making decisions in their work. This model encourages staff to:

• REcognise potential issues or problems - identify the issue
• Find relevant information - gather relevant information, relevant legislation and policies
• Linger at the ‘Fork in the Road’ - consult peers, supervisors, Operational Support team
• Evaluate the options - consider different choices and their implications
• Come to a decision - make a choice based on ethics, evidence and legal considerations
• Take the time to reflect - review the decision’s impact and lessons learned

Recording accurate case notes is an important part of documenting decision-making processes, as they allow Service Officers to describe what decisions were made, and what subsequent actions taken. This is crucial for:

• Accountability - ensures transparency in decision making and allows for justification of choices based on ethical, legal and evidence-based considerations
• Consistency - maintains a standard approach to ethical dilemmas, ensuring decisions align with APS Values and professional standards
• Learning and improvement - provides a record for reflection, allowing staff to assess past decisions and refine future approaches
• Risk management - reduces the likelihood of errors or misjudgements by documenting the rationale behind a decision
• Legal and ethical compliance - supports adherence to policies, legislation, and ethical guidelines, ensuring decisions withstand scrutiny

See the Capability Framework and Stewardship.