Errors and exceptions with newborn child enrolments in Medicare 011-19042341
Expand allThis document outlines the types of enrolment errors and issues that may arise when enrolling a newborn.
On this page:
Newborn enrolment applicant still on Medicare card with ex-partner or there is an indication of FDV
Newborn enrolment applicant still on their parent’s Medicare card
Newborn already enrolled in Medicare
Newborn enrolled on incorrect Medicare card and is eligible
Newborn enrolled twice on the same Medicare card
Removing return mail indicator to process newborn child enrolment
Newborn enrolment applicant still on Medicare card with ex-partner or there is an indication of FDV
Table 1: this table contains steps to follow when the applicant has given a Medicare number with an ex-partner on it or if there is an indication of family and domestic violence (FDV).
Action | |
FDV - enrol a newbornWhere an application to enrol a newborn is received and there is an indication of FDV, see Table 1 in Processing newborn child enrolments in Medicare. | |
Contact applicantBefore the newborn is enrolled applicant must be contacted Is contact successful:
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Contact is successfulDiscuss transferring to a new Medicare card. Does the applicant want to transfer to a new Medicare card?
An Application to Copy or transfer from one Medicare card to another (MS011) form does not need to be completed. Verbal permission to be transferred is sufficient. See Table 8 in Processing newborn child enrolments in Medicare. | |
Applicant wants to transfer to a card with someone elseService Officers must:
An Application to Copy or transfer from one Medicare card to another (MS011) form does not need to be completed. Verbal permission to be transferred is sufficient. See Table 8 in Processing newborn child enrolments in Medicare. Discuss with the applicant if any updates are required to the Medicare Safety Net registration. | |
Contact is unsuccessfulThe applicant must not be transferred. Newborn must be enrolled onto their own card with the applicant (parent) as the group contact. See Table 6 in Processing newborn child enrolments in Medicare. Note: comment in Group in CDMS advising of unsuccessful contact. If ex-partner is still on the Medicare Safety Net registration, do not add the newborn to the existing Medicare Safety Net registration. Under Applicant’s Medicare number, add comment in Personal in CDMS advising of:
Procedure ends here. |
Newborn enrolment applicant still on their parent’s Medicare card
Table 2: this table outlines the enrolment process Service Officers follow when the applicant is still enrolled on the existing family Medicare card.
Action | |
Applicant still on existing family cardWhere either the Newborn Child Declaration (FA081) or Medicare Enrolment Application (MS004) form is being actioned, and it is confirmed that the applicant (parent) is still enrolled on their parent's Medicare card and is not enrolled on any other cards:
It is not necessary for an Application to copy or transfer from one Medicare card to another (MS011) form to be completed. Verbal permission to be transferred is sufficient. See Table 8 in Processing newborn child enrolments in Medicare. If both parents (notated on the FA081 or MS004) are present at the time of calling and both have given consent (identity has been successfully verified through DVS), the parents and newborn can be enrolled together as a family under the same card number. See Table 5 in Complex eligibility and entitlement type of newborn child enrolments in Medicare.
If contact is unsuccessful: The parent must not be transferred to their own card:
Procedure ends here. | |
Parent is enrolled on 2 Medicare cardsIf the parent is enrolled on both their own Medicare card and on their original family card:
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To end association on existing family Medicare cardObtain consent from the applicant to end their association on their parent's Medicare card.
To end the customer's association with a Medicare card:
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If the application was submitted via Medicare online accounts, complete it manually, see 
Centrelink online accounts, add comments to Group in CDMS for newborn's card: 'unsuccessful attempt was made to contact applicant'
Medicare online accounts, add comments to Process Digital Newborn Enrolment in CDMS for newborn's card: 'unsuccessful attempt was made to contact applicant'Newborn already enrolled in Medicare
Table 3: this table describes the actions Service Officers follow when a match has been found for a newborn and no Medicare card has been issued.
Action | |
Newborn details where a match was foundConsumer details shows a possible match of a newborn.
If an error message ALREADY ON MEDICARE CARD shows, further investigation is required to determine if the newborn has been enrolled on the correct Medicare card. See Table 4. | |
RegistrationThe newborn details will be shown with the other consumers. Check all details are correct. Asn, Curr Etm and Curr Etm Start Date fields will be blank if there is no entitlement recorded. Select Entitlement tab to continue. Complete enrolment. See Table 5 in Processing newborn child enrolments in Medicare. |
Newborn enrolled on incorrect Medicare card and is eligible
Table 4: this table describes actions Service Officers must follow when a newborn has been enrolled on an incorrect Medicare card and is eligible for Medicare.
Item | Action |
1 | Newborn enrolled on incorrect Medicare card - identified same date of processingThe enrolment cannot be deleted.
A file fix will be arranged to remove any record of that newborn being associated with the incorrect Medicare card number. Then enrol the newborn correctly using Get Details, see Copy or transfer a person or child to another Medicare card. Note: the newborn may have been registered onto the incorrect Medicare Safety Net family registration. See Amend or confirm a registered Medicare Safety Net family. |
2 | Newborn enrolled on incorrect Medicare card - identified the following day
Note: the extracted card does not need to be returned as the error must be rectified immediately. See Resources page for a link to the card extraction form.
A file fix will be arranged to remove any record of that newborn being associated with the incorrect Medicare card number. Note: the newborn may have been registered onto the incorrect Medicare Safety Net family registration. See Amend or confirm a registered Medicare Safety Net family. |
3 | Newborn enrolled on incorrect Medicare card - identified after processing dateCheck to see if a Medicare card has been sent. This can be identified under the Group Interactions tab in the CDMS.
A file fix will be arranged to remove any record of that newborn being associated with the incorrect Medicare card number. Note: the newborn may have been registered onto the incorrect Medicare Safety Net family registration. See Amend or confirm a registered Medicare Safety Net family. |
4 | Newborn enrolled to a card of their own in error - identified same date of processing
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5 | Newborn enrolled to a card of their own in error - identified the following day
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6 | Newborn enrolled to a card of their own in error - identified after processing dateThe child can be transferred onto the parent's card. Contact the parent to tell them:
Once completed, contact Medicare and Aged Care - Local Peer Support (LPS).
A file fix will be arranged to remove any record of that newborn being associated with the incorrect Medicare card number. |
Newborn enrolled twice on the same Medicare card
Table 5: this table describes the steps Service Officers follow when a newborn has been enrolled twice on the same Medicare card.
Action | |
Newborn enrolled twice on the same Medicare card- identified on day of processingThe enrolment cannot be deleted. Escalate the duplicate Medicare enrolment issue by sending an email to the Medicare Customer Data Integrity Unit (MCDIU). The email must include:
The MCDIU team will determines the appropriate action. Staff must not end association in group. For more support, see Escalation process for Medicare Eligibility and Child Dental Benefits Schedule (CDBS). | |
Newborn enrolled twice on the same Medicare card- identified after day of processingService Officers cannot delete the enrolment. Escalate the duplicate Medicare enrolment issue by sending an email to the Medicare Customer Data Integrity Unit (MCDIU). The email must include:
Contact the customer (parent/guardian) of the newborn to tell them:
The MCDIU team determines the appropriate action and arranges for an amended card to be issued. Staff must not:
For more support, contact Medicare and Aged Care - Local Peer Support (LPS). |
Removing return mail indicator to process newborn child enrolment
Table 6: this table describes how to remove a return main indicator on the Consumer Directory Maintenance System (CDMS) customer record to enrol a newborn and then replace the indicator to complete the enrolment.
Action | |
Return mail indicatorWhen enrolling a newborn, an error message appears for Replacement not allowed:
Is the address the same?
If unable to confirm the address with the customer, complete process Steps 2 and 3. | |
Remove Mail Indicator
If contact was:
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Replace Mail Indicator
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