Amend customer details in the Consumer Directory Maintenance System (CDMS) for Medicare 011-40060030
This document outlines information about amending customer details in CDMS for Medicare.
On this page:
Amend the multiple birth indicator
Amend personal contact details
Amend banking details account name
Remove a return mail indicator
Amend or end a Sensitive Information Indicator
Amend date of birth
Table 1: this table describes how to amend the date of birth of a customer in CDMS.
Step |
Action |
1 |
Amend date of birth + Read more ... See Process page in ‘Amend a person's Medicare enrolment details’ for how to amend the date of birth of a customer in CDMS. |
Amend the multiple birth indicator
Table 2: this table describes how to amend the multiple birth indicator in CDMS for a customer, for example, whether or not the customer is a twin or triplet.
Step |
Action |
1 |
Log in to CDMS + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
2 |
Amend Multiple Birth Indicator + Read more ... In Consumers, select the radio button against the customer to be changed. In Personal Details, select the:
|
Amend language spoken at home
Table 3: this table describes how to amend the language spoken at home for a customer in CDMS.
Step |
Action |
1 |
Authenticate customer for enquiries by phone + Read more ... Was authentication successful? See Authenticating a Medicare customer.
|
2 |
Log in to CDMS + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
3 |
Select language spoken at home + Read more ...
Note: if the customer prefers to interact with Services Australia using their language, including Auslan and other sign languages, record a Sensitive Information Indicator for Interpreter language. See Table 4 in Sensitive Information Indicators in the CDMS. |
Add a customer's end date
Table 4: this table describes how to add a customer's end date in CDMS.
Step |
Action |
1 |
Access CDMS home page + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
2 |
Change customer’s end date + Read more ... In Consumers, select the radio button against the customer to be changed. In Personal Details:
Note: CDMS reinstates previous personal details values and entitlements to Medicare when a customer end date is removed. Service Officers must update the group information. See Table 1. |
3 |
Correct and finalise amended details + Read more ...
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Amend personal contact details
Table 5: this table describes how to amend the contact details for a customer in CDMS.
Step |
Action |
1 |
Authenticate customer for enquiries by phone + Read more ... Was authentication successful? See Authenticating a Medicare customer.
|
2 |
Access CDMS home page + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
3 |
Amend customer's personal contact details + Read more ... In Consumers, select the radio button against the customer to be changed. Select Contact Details tab:
Note:
Select Validate, Validate, Update to confirm the details. |
Add banking details
Table 6: this table describes how to add banking details for a customer in CDMS. Note: entering new details automatically ends the existing account details.
Step |
Action |
1 |
Authenticate customer for enquiries by phone + Read more ... Was authentication successful? See Authenticating a Medicare customer.
|
2 |
Access CDMS home page + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
3 |
Record customer's banking details + Read more ... In Consumers, select the radio button against the customer to be changed. Select Banking Details tab. Prior to adding banking details, read the Privacy information under the Essential and Privacy information in CDMS to the customer. Note:
Key the:
Check Bank Declaration
Select Comments tab Service Officers must record:
Select Validate, OK, Validate, Update to confirm details updated. Once details have been updated they cannot be changed, it would be necessary to add new details. Recorded details cannot be deleted. |
Amend banking details account name
Table 7: this table describes how to amend banking details of a customer in CDMS. The Account Name field can be amended but the BSB and account numbers are protected fields and unable to be changed.
Step |
Action |
1 |
Authenticate customer for enquiries by phone + Read more ... Was authentication successful? See Authenticating a Medicare customer.
|
2 |
Access CDMS home page + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
3 |
Amend customer's bank account name + Read more ... In Consumers, select the radio button against the customer to be changed. Select Banking Details. Prior to adding banking details, read the Privacy information under the Essential and Privacy information in CDMS to the customer. The Privacy statement under Essential and Privacy information is: "The bank account details you provide are collected for Medicare payment purposes. The collection of this information is authorised under the Health Insurance Act 1973. The information you provide will be used for the administration of Medicare payments and may be disclosed to relevant financial institutions for Medicare payment purposes, or where it is required or authorised by law. For more information, you can visit the department's privacy policy at servicesaustralia.gov.au/privacy." Note:
|
4 |
Record updated bank account details + Read more ...
Select Validate, OK, Validate, Update to confirm details updated. |
End banking details
Table 8: this table describes how to end banking details of a customer in CDMS.
Step |
Action |
1 |
Authenticate customer for enquiries by phone + Read more ... Was authentication successful? See Authenticating a Medicare customer.
|
2 |
Access CDMS home page + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
3 |
Record ending bank account details + Read more ... In Consumers, select the radio button against the customer to be changed.
|
Add or end a comment
Table 9: this table describes how to add or end personal comments for a customer in CDMS.
Step |
Action |
1 |
Access CDMS home page + Read more ... On the CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
2 |
Amend person comments for a customer + Read more ... In Consumers, select the radio button against the customer to be changed. Select Comments tab:
Note: the end date can be in the future. All ended comments can be viewed in Inquire history screens. |
Remove a return mail indicator
Table 10: this table describes how to remove a return mail indicator on a CDMS customer record.
Step |
Action |
1 |
Return mail indicator + Read more ... When issuing a Medicare card and an error message appears for Replacement not allowed:
Is the address the same?
When the address is updated, the return mail indicator is automatically removed. The exception is when updating an address and requesting a card at the same time an error message appears prompting Service Officers to remove the mail return indicator before updating and validating. Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
2 |
Remove Mail Indicator + Read more ...
Note: ensure the Returned Mail Indicator has been unticked in both Group and Personal which will enable the customer to link to online services. The Medicare card record has been successfully updated in CDMS. |
Set a return mail indicator
Table 11: this table describes how to set a return mail indicator on a CDMS customer record. When mail is returned to Medicare marked as 'Not at this address' or 'Return to sender' it is necessary to set an indicator on the customer's record to alert the system not to send correspondence or cards to that address until the address has been updated.
Step |
Action |
1 |
Access Amend Consumer Details + Read more ... On CDMS home page:
Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags. |
2 |
Confirm customer address is the same as returned mail + Read more ... Is the address on CDMS the same as in returned mail?
|
3 |
Set return mail indicator + Read more ...
|
4 |
Accept returned mail details + Read more ...
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5 |
Update return Mail Indicator + Read more ... Select Update to set the Return Mail Indicator. Note: when the address is updated, the return mail indicator is automatically removed. The exception is when updating an address and requesting a card at the same time an error message appears prompting the Service Officer to remove the mail return indicator before updating and validating. |
6 |
Address is already updated + Read more ... If the customer has updated their address, no further action is required. Add a processing note in PaNDA. |
Amend or end a Sensitive Information Indicator
Table 12
Step |
Action |
1 |
Amend or end a Sensitive Information Indicator + Read more ... To amend or end:
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