Consumer Directory Maintenance System (CDMS) for Medicare 011-40060000

Services Australia staff use CDMS to administer and manage Medicare customer data. Actions available include:

• enrolling customers for Medicare,
• issuing Medicare cards
• making edits to customer details
• accessing Medicare entitlement details
• locating Power of Attorney information

When logged into CDMS, a list of options show which will differ depending on the staff member's role and responsibilities. The 3 most used options are:

• Register New Consumer - to create a new record for a customer where no record already exists within that program (for example, Medicare, Australian Organ Donor Register (AODR), Continence Aids Payment Scheme (CAPS)
• Amend Consumer Details - to amend or delete customer details for a customer, such as address or bank details
• Inquire on Consumer Details - view customer details (unable to edit details in this mode)

There are also program specific uses for CDMS. For example:

• Create an organ donor registration for a customer
• Reissue a notification for CDBS
• View Medicare Safety Net details
• Register a family for the Medicare Safety Net

Each time staff access and amend data it is recorded for audit, accountability, historical, security and data quality purposes.

Note: staff must not access information unless it is required to perform business duties. Access to information for any other reason is considered unauthorised access and may result in dismissal and/or legal action.

See the Process page for how to log into CDMS.

When a customer has an active Services Australia Managed Service Plan (MSP) recorded in the Customer Incident Management System (CIMS), a Warning Message displays in CDMS Personal.

The Warning Message (alert 12902) always displays when accessing a Group page, to notify one or more members associated with the group may have a Managed Service Plan (MSP) or incident recorded:

• Service Officers must check each customer in the group’s Personal record to determine the customer with an active MSP
• The Warning Message will display on the Personal record of the customer with an active MSP

When the Warning Message displays in a Personal record with alert 12900:

• Select the URL link from the Warning Message to view the MSP, service restrictions and One Main Contact (OMC) contact details in CIMS

CIMS Incidents

• When an Incident is recorded in CIMS, a Sensitive Indicator is recorded on the customers Personal record in CDMS
• To view incident history, select the CASP/CIMS button from the Personal page to view the Customer Aggression Summary Page (CASP) Incident history in CIMS

For more information see:

• Accessing and using the Customer Incident Management System (CIMS)
• Customer aggression - Managed Service Plan (MSP)
• Managed Service Plan (MSP) - Customer service delivered through a One Main Contact (OMC)

A SOC is a code given to each office/location. Staff must select a SOC to log in. These codes differ for staff depending on their skills and location. Available code/s auto populate into a dropdown menu.

Staff must contact their Team Leader if a SOC is not available.