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Telephone standards for Medicare and Health Delivery 011-40120020

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This 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
  • 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
      • Report a privacy incident – Privacy Incident Notification form
      • Recording incidents of aggression
      • Services Australia website

    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)

    Quality Call Standards

    Customer aggression - Reporting and recording incidents