Child Dental Benefits Schedule (CDBS) in Medicare 011-41030000

Log on to CDMS.

Service Officers must authenticate the child/teenager or guardian/parent.

Select Inquire on Consumer Details tab. Complete the following fields:

• Program: select Child Dental Benefits Schedule
• ID Number: enter the guardian/parent or teenager's:
• CRN
• Consumer ID
• DVA ID, or
• DVA UIN
• ID Number Type: from the dropdown menu, select the relevant ID number type entered above:
• CRN
• Consumer ID
• DVA ID, or
• DVA UIN
• Select Entitlement

The Eligible person record will show.

If no record is found, or the Service Officer cannot confirm the child/teenager's CDBS eligibility, the Service Officer must contact Local Peer Support (LPS).

If LPS are not available, see Table 9 in Escalation process for Medicare Eligibility.

Go to Step 3.

Select the Notification Details tab in the Eligible person record.

The following fields will show:

• Letter type - this will show a status of:
• Initial - the initial notification
• Reissue - the original notification was reissued
• Initial Requested - an initial notification has been requested through the Reissue tab, but has not been sent yet
• Reissue Requested - a reissue notification has been requested through the reissue tab, but has not been sent yet, or
• No Send - the requested notification was not sent due to address sensitivity code
• Contact type - this shows how the notification letter was sent:
• Mail - sent through the post
• myGov - sent through the myGov Inbox
• Date sent:
• Shows the date that the notification was sent to Fuji Xerox or myGov
• If there is no date sent the notification is waiting to be sent in the next processing batch
• Addressee name
• Address:
• Shows the address the notification was sent to
• This is blank if the Contact type is myGov

If the customer would like the notification reissued:

• go to Step 4
• otherwise, procedure ends here

Tell the customer they:

• do not need the notification letter to make a dentist appointment
• can check their balance using online services

If the customer has a myGov account with an electronic mail preference:

• they can reprint the original notification letter for the current calendar year from their myGov account
• have the notification reissued to their myGov inbox

If the customer's preference is to receive letters by post, reissued notifications are sent to:

• the customer's address recorded with Centrelink or Department of Veterans' Affairs (DVA), or
• an address provided by the customer and updated by a Service Officer in CDBS

If the customer wants the CDBS Notification reissued, see Table 2.

Log on to CDMS.

Select Amend Consumer Details.

Before releasing any information, Service Officers must:

• authenticate the requesting customer
• confirm the requesting customer is the:
• eligible child/teenager, or
• guardian/parent listed for CDBS

Note: a guardian/parent will not be listed if the child/teenager is eligible in their own right. For example, they receive Youth Allowance. See Eligibility Details tab for more details about benefit status.

Complete the following fields:

• Program: select Child Dental Benefits Schedule
• ID Number: key the guardian/parent's or teenager's
• Consumer ID
• CRN
• DVA ID, or
• DVA UIN
• ID Number Type: from the dropdown menu, select the relevant ID number type entered above
• Consumer ID
• CRN
• DVA ID, or
• DVA
• Select Entitlement

The Eligible person record will show.

If the customer states they are the:

• listed guardian/parent, go to Step 3
• eligible child/teenager, go to Step 4

Check the following details on the Guardian/Parents Details tab:

• Agency ID - this will show the guardian/parents CRN, DVA ID or DVA UIN
• Name - shows their first name, initial and surname as provided by Centrelink or DVA
• Date of birth - provided by Centrelink or DVA
• Address - this is the address of the eligible child/teenager

Note: a guardian/parent will not be listed if the child/teenager is eligible in their own right. For example, they receive Youth Allowance. See Eligibility Details tab for more details about benefit status

Is the customer the listed guardian/parent?

• Yes, go to Step 5
• No, do not disclose any details about CDBS eligibility:
• If the customer says they receive eligible payments for the child/teenager but are not listed as the guardian/parent refer them to Centrelink. or DVS See Eligibility for Child Dental Benefits Schedule (CDBS) in Medicare.
• Procedure ends here

Select the Notification details tab. The following fields will show:

• Letter type. If the status is:
• Initial - staff can resend the notification
• Reissue - the original notification was reissued. Staff can XXXX
• Initial Requested - an initial notification has been requested through the Reissue tab, but has not been sent yet
• Reissue Requested - a reissue notification has been requested through the reissue tab, but has not been sent yet
• No Send - the requested notification was not sent due to address sensitivity code
• Contact type - this shows how the notification letter was sent. Staff must tell the customer this is the same way they will receive the reissued notification:
• Mail - through the post
• myGov - through the myGov Inbox
• Date sent:
• Shows the date that the notification was sent by post or myGov
• If there is no date sent the notification is waiting to be sent in the next processing batch
• Addressee name
• Address:
• Shows the address the notification was sent to
• This is blank if the Contact type is myGov

Note: if the child/teenager is eligible in their own right:

• a guardian/parent will not be listed
• the notification will be issued to the eligible child/teenager's recorded preferences for receiving letters.

Select Notification Reissue tab on the Eligible Person screen:

• Select the Reason of Reissue from the dropdown menu:
• Notification damaged
• Notification lost
• Notification stolen, or
• Change/insert address
• Type - select the relevant option:
• Guardian/Parent if there are details on the Guardian/Parents tab. One row will show if they have one guardian/parent, 2 rows will show if they have 2
• Only one row shows if the eligible person is eligible in their own right. For example, they have no guardian
• Name - shows the name of the person the notification is being sent to
• Address - CDBS notifications go to the customer's address recorded with Centrelink or Department of Veterans' Affairs (DVA). If the CDBS mailing address needs updating, only update the CDBS notification address.

To reissue the notification, select:

• Validate
• Update

Note: if the CDBS mailing address is updated tell the customer they will also need to update their address by using online services or contacting Centrelink or DVA.

Service Officers must record a comment in CDMS in the CDBS Comments field.

Comments must include:

• who requested the reissue of the CDBS notification letter
• action taken and advice given to customer

For example:

'Customer (name) requested CDBS Notification Letter reissued for current calendar year (20XX) and CDBS address updated'

Log on to CDMS

Select Amend Consumer Details.

Complete the following fields:

• Program: select Child Dental Benefits Schedule
• ID Number: key the guardian/parent's or teenager's
• Consumer ID
• CRN
• DVA ID, or
• DVA UIN
• ID Number Type: from the dropdown menu select the relevant ID number type keyed above
• Consumer ID
• CRN
• DVA ID, or
• DVA
• Select Entitlement

The Eligible person record will show.

If the notification was sent to the:

• child/teenager (receiving government payments), go to Eligible Person tab
• guardian/ parent (receiving the government payments), Guardian/ Parents tab

Note: if the customer is an Individual eligible in their own right the:

• guardian/ parent tab will be blank, and
• Return flag indicator is set on the Eligible Person tab only

If staff need to:

• set a Return Mail indicator, go to Step 4
• remove a Return Mail indicator, go to Step 5

Does the address on CDBS match the address on the returned mail?

• Yes, set a return mail indicator. In CDBS select:
• Return Mail indicator
• Validate
• Update
• Procedure ends here
• No, if the customer has updated their address after mail has been returned to sender, no further action is needed. Procedure ends here

In CDBS, select:

• Return Mail Flag indicator to remove the tick from this field
• Validate
• Update