Telephone standards for Medicare and Health Delivery 011-40120020
Expand allThis document explains the common standards for phone calls in Medicare and Health Delivery.
Purpose of standards
The purpose of these standards is:
- to present a professional image to customers and the general public
- to advise the correct procedure where necessary, for example, in maintaining privacy
Maintaining these standards will help Medicare meet its objectives about customer contact by telephone
Examples of standards
- making sure staff are prepared to take calls from customers
- phrases to use when:
- placing a customer on hold
- checking in with them, and
- taking the customer off hold
- being professional in all dealings with customers, for example be:
- courteous
- respectful, and
- use a pleasant and varied tone of voice
- never behaving in a judgmental or patronising manner
The Resources page contains:
- contact details
- links to:
- Authenticating a customer entry hub
- Staff Feedback Tool
- Privacy Incident Portal
- Recording incidents of aggression
- Services Australia website
Related links
Customer password for Medicare enquiries
Sensitive information indicators in the CDMS
Authenticating a Medicare customer
Privacy concerns when calling customers, returning calls or leaving messages on answering machines
Tier 1 technical support - Local Peer Support (LPS)
Customer aggression – Reporting and recording incidents