Amend customer details in the Consumer Directory Maintenance System (CDMS) for Medicare 011-40060030

See Process page in ‘Amend a person's Medicare enrolment details’ for how to amend the date of birth of a customer in CDMS.

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number in ID Number field
• select Personal

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.

In Consumers, select the radio button against the customer to be changed.

In Personal Details, select the:

• Multiple Birth Indicator checkbox to indicate the customer is part of a multiple birth, for example, a twin or triplet
• Select Validate, Validate, Update to confirm the details

Was authentication successful? See Authenticating a Medicare customer.

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more information, or
• attend a service centre with an approved photographic identity document. Procedure ends here

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number in ID Number field
• select Personal

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.

• In Consumers, select the radio button against the customer to be changed
• In Personal Details, select the Language spoken at home (other than English) field from the dropdown box
• Select Validate, Validate, Update to confirm the details

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.

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number, in ID Number field
• select Personal

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.

In Consumers, select the radio button against the customer to be changed.

In Personal Details:

• Add a new customer end date:
• key the date in Consumer End Date field
• select the reason from Consumer End Reason field
• select the source from Consumer End Notification Source field
  Note: an end date should not be applied to a customer's record until they have been residing outside Australia for 5 or more years for an Australian citizen or 12 months for an applicant for permanent residency
• Amend a customer end date:
• over key the date in Consumer End Date field
• if the reason for the end date notification is not displayed, select the source from Consumer End Reason field
• if the source that supplied the customer end date notification is not displayed select the source from Consumer End Notification Source field
• Important: read the following information before commencing to delete a customer end date:
• if the Consumer End Reason is Linked to Another Consumer Record - do not delete the end date. Check the customer's Comments tab for details about the primary record. Continue to amend the primary record as required. If there are issues amending the primary record, stop processing and contact the Medicare Consumer Data Integrity Unit. The Resources page also provides contact details
• Delete a customer end date
• delete the date in the Consumer End Date field
• select a blank value in the Consumer End Reason field
• select a blank value in the Consumer End Notification Source field

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.

• Select Validate, an information message displays informing whether the details were acceptable
• Select OK to acknowledge the message
• Select Validate, the Confirm Amended Medicare Card Details screen displays the changes
• Select Change to change any details
• Select Update once the details are corrected

Was authentication successful? See Authenticating a Medicare customer.

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more information, or
• attend a service centre with an approved photographic identity document. Procedure ends here

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number, in ID Number field
• select Personal

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.

In Consumers, select the radio button against the customer to be changed.

Select Contact Details tab:

• add contact details for the customer
• select the required contact field
• key the information
• select Source from the dropdown box
• amend the customer's contact details:
• select the required contact field
• over key the contact details with the correct details
• select Source from the dropdown box

Note:

• in number fields, do not key spaces or dashes
• the DO NOT USE options are for ICT use only
• do not record contact details for persons under 15 years
• remove contact details if previously added by a Service Officer

Select Validate, Validate, Update to confirm the details.

Was authentication successful? See Authenticating a Medicare customer.

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more information, or
• attend a service centre with an approved photographic identity document. Procedure ends here

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number in ID Number field
• select Personal

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.

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:

• where the Service Officer has taken the call via the general enquiries line, the Privacy information does not need to be read out. See, Store, confirm and end date bank account details for Medicare EFT payments for more details
• where the banking details are on a form, the customer has acknowledged the Privacy information by signing the form

Key the:

• BSB number
• account number
• account name (Service Officers must key 'and', do not use ampersand '&').
  If the account name is too long it can be shortened by including first initials and surnames only
• select notification source from dropdown box
• select check box under Essential and Privacy information to acknowledge the customer understands the privacy information
• do not select a Status from the dropdown box.
  Account start date field defaults to today's date and cannot be changed

Check Bank Declaration

• Repeat the BSB number back to the customer. Ask the customer to confirm these details are correct
• Ask the customer 'Do you understand that giving false or misleading information is an offence?'.
  If the customer does not accept the Bank Declaration, advise the bank details cannot be updated

Select Comments tab

Service Officers must record:

• confirmation in the customer's personal record in CDMS that the Privacy information was:
• read to the customer, or
• not read to the customer as the call came through the general enquiry line
• the customer accepted the bank declaration, and
• the customer confirmed their BSB and account number

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.

Was authentication successful? See Authenticating a Medicare customer.

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more information, or
• attend a service centre with an approved photographic identity document. Procedure ends here

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number in the ID Number field
• select Personal

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.

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:

• where the Service Officer has taken the call via the general enquiries line, the Privacy information does not need to be read out. See, Store, confirm and end date bank account details for Medicare EFT payments for more details
• where the details are on a form, the customer has acknowledged the Privacy information by signing the form. Service officers are to select the check box under the Essential and Privacy information in CDMS

• Scroll down to Recorded Account Details
• Select the radio button for banking details and select Amend
• Key in new account name
• Select the notification source
• Do not select a Status from the dropdown box
• Select check box under Essential and Privacy information to acknowledge the customer understands the privacy information

Select Validate, OK, Validate, Update to confirm details updated.

Was authentication successful? See Authenticating a Medicare customer.

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more information, or
• attend a service centre with an approved photographic identity document. Procedure ends here

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number in ID Number field
• select Personal

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.

In Consumers, select the radio button against the customer to be changed.

• Select Banking Details
• Scroll down to Recorded Account Details
• Select the radio button for banking details and select Amend
• Key date in Account End Date field
• Select check box under Essential and Privacy information
• Once details are added, select Validate, OK, Validate, Update to confirm details updated

On the CDMS home page:

• select Amend on consumer details
• key the Medicare card number in ID Number field
• select Personal

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.

In Consumers, select the radio button against the customer to be changed.

Select Comments tab:

• add a comment:
• key the comment in the Text field
• if the comment has an end date, key the date in the Comments End Date field, in the format DD/MM/YYYY
• end a comment in Recorded Comments:
• key the end date in the Comments End Date field, in the format DD/MM/YYYY
• select Validate, Validate, Update to confirm the details

Note: the end date can be in the future. All ended comments can be viewed in Inquire history screens.

When issuing a Medicare card and an error message appears for Replacement not allowed:

• Service Officers cannot request a replacement card when the RETURNED MAIL INDICATOR has been ticked
• select Name/Address tab
• confirm the address with the customer

Is the address the same?

• Yes, remove the mail indicator. Go to Step 2
• No, update the address and remove the mail indicator. Go to Step 2

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.

• Untick the Returned Mail Indicator
• Select blank in the dropdown box, Type of Mail Returned
• Select Card Request tab
• Select Validate, Validate
• Select Update

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.

On CDMS home page:

• select Amend on consumer details
• key the Medicare card number, in ID Number field
• select Group
• select Name/Address tab

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.

Is the address on CDMS the same as in returned mail?

• Yes, go to Step 3
• No, go to Step 6

• Access the dropdown box and select the type of mail returned:
• Medicare Card
• Medicare Cheque
• Medicare Card and Cheque
• Medicare Mail
• Medicare Replacement Card/Invitation Letter
• Online Services Password Letter
• NBCSR Correspondence
• AIR Correspondence
• AODR Correspondence
• Select Validate

See Return to sender (RTS) mail for Medicare.

• Select Ok on the details accepted message
• Select Validate

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.

If the customer has updated their address, no further action is required.

Add a processing note in PaNDA.

To amend or end:

• a Sensitive Information Indicator for a Password for enquiries, see Customer password for Medicare enquiries
• any other type of Sensitive Information Indicator, see Sensitive Information Indicators in the CDMS