Preferences for concession cards 101-06060010

Customers can:

• nominate display and address preferences for their concession cards
• nominate whether their partner's details will appear on the card
• request the issue of a non-priority concession card
• request a concession card be suppressed

Note: Concession Preferences remain in place until manually removed. Please ensure to advise customers that they will need to request preferences to be removed when no longer required. Staff should not create or amend a Concession card preference without the consent of the customer.

To view a customer’s concession card details in:

• Process Direct, go to Step 2
• Customer First, go to Step 3

To view the customer's concession card details, go to the Concession card issue summary (CCIS) screen

To view the customer’s:

• current concession details, select the current concession card under:
• Current concession cards > View concession card details
• other entitled concession details, select the concession card under:
• Other Entitled cards > View concession card details
• expired concession details, select the concession card under:
• Expired concession cards > View concession card details

To update preference details, go to Step 4.

To access the Concession Card Details page, key CCIS in the Next field and press enter. Select the relevant card type to view the current card details.

Details of any current or historical card preferences can also be viewed on the Concession Card Preference Summary (CCPS) screen.

To undertake any action on the customer's concession card (excluding suppressing delivery of card and issue of a non-priority card) on the Concession Card Details (CCIS) page, select the relevant card, then select Preferences to display the Concession Card Preference (CCAP) page.

Unless the customer has specific preferences in place, the home address will be displayed on the concession card and the card will be mailed to the postal address.

Updating the preference details will not automatically generate a new card. If a new card is required, it will need to be manually generated.

To update preference details, go to Step 4.

Updating the preference details will not automatically generate a new card. If a new card is required, it will need to be manually generated.

If the customer has multiple concession cards, the preferences need to be updated for each card separately.

If the:

• displayed address is to be:
• changed, go to Item 1 in Table 2
• suppressed, go to Item 2 in Table 2
• reverted back to the default home address, go to Item 3 in Table 2
• delivery address is to be:
• changed, go to Item 4 in Table 2
• reverted back to the default postal address, go to Item 5 in Table 2
• partner's name is to be:
• suppressed, go to Item 6 in Table 2
• reinstated (to no longer suppress the partner's name from concession card), go to Item 7 in Table 2
• delivery of concession card is to be:
• suppressed, go to Item 8 in Table 2
• reinstated (to no longer suppress the delivery of the concession card), go to Item 9 in Table 2
• non-priority concession card is to be issued, go to Item 10 in Table 2

If the Concession Card preference DOA DOC is due for renewal make genuine attempts to contact the customer to determine if preference is still required:

If the contact is successful and:

• the DOA DOC is no longer required, update the preference as per relevant steps in Table 2, expire the DOA DOC and annotate it with the contact discussion
• the DOA DOC is still required, annotate the DOA DOC with the contact discussion and extend the DOA DOC for a further 182 days

If the contact is unsuccessful, extend the DOA DOC for a further 182 days and annotate the DOA DOC with outcome

Procedure ends here.

Before updating the address preference, check address details are correct. Use the Change in Contact Details workflow for any address updates.

In Customer First:

• go to the Concession Card Details (CCIS) page, select the card to be actioned, select Preferences
• when the Concession Card Preference (CCAP) page displays, select the relevant card from the Card Type drop down box and complete these fields:
• Start Date
• Card Address, select the radio button of the address to be used. For example, postal, temporary or term/semester address
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Record details in a Fast Note > Auto text > Concession Cards > Update > Concession Card Preferences update.

Procedure ends here.

Some concession providers require an address to be on a card to grant a concession. For example, concessions on council rates or state government subsidies are only given to residents of certain areas. Not displaying their address on their concession card may cause the customer problems when wanting to claim concessions. This must be discussed with customers wanting to suppress the address on a card.

In Customer First:

• go to the Concession Card Details (CCIS) page, select the card to be actioned, select Preferences
• when the Concession Card Preference (CCAP) page displays, select the relevant card from the Card Type drop down box and complete these fields:
• Start Date
• Suppress Address on Card, select Yes
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Record details in a Fast Note > Auto text > Concession Cards > Update > Concession Card Preferences update.

Procedure ends here.

Before updating the address preference, check address details are correct. Use the Change in Contact Details workflow for any address updates.

In Customer First:

• go to the Concession Card Details (CCIS) page, select the card to be actioned, select Preferences
• when the Concession Card Preference (CCAP) page displays, select the relevant card from the Card Type drop down box and complete these fields:
• Start Date
• Remove Card Address Preference, select Yes
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Annotate the existing Concession Card Preference DOA DOC with details about the discussion with customer and expire the DOC.

Procedure ends here.

Before updating the address preference, check address details are correct. Use the Change in Contact Details workflow for any address updates.

In Customer First:

• go to the Concession Cards Details page, select Preferences
• when the Concession Card Preference (CCAP) page displays, select the relevant card from the Card Type drop down box and complete these fields:
• Start Date
• Delivery Address, select the radio button for the preferred delivery address. For example: postal, temporary or term/semester address
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Record details in a Fast Note > Auto text > Concession Cards > Update > Concession Card Preferences update.

Procedure ends here.

In Customer First:

• go to the Concession Card Details (CCIS) page, select the card to be actioned, select Preferences
• when the Concession Card Preference (CCAP) page displays, select the relevant card from the Card Type drop down box and complete these fields:
• Start Date
• Remove Card Address Preference, select Yes
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Annotate the existing Concession Card Preference DOA DOC with discussion with customer and expire the DOC.

Procedure ends here.

The customer should be advised that their partner may not be able to access concessions if their name is not shown on the concession card. Whilst the partner's name is suppressed all future cards will also be issued without the partner's details.

Check the Concession Entitlement Summary (MCCS) page to ensure the concession card is a card type that will have partner/dependent details.

In Customer First:

• go to the Concession Card Details (CCIS) page, select the card to be actioned, select Preferences
• when the Concession Card Preference (CCAP) page displays, select the relevant card from the Card Type drop down box and complete these fields:
• Start Date
• Suppress Partner Name, select Yes
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Record details in a Fast Note > Auto text > Concession Cards > Update > Concession Card Preferences update.

Procedure ends here.

Check the Concession Entitlement Summary (MCCS) page to ensure the concession card is a card type that will have partner/dependent details.

In Customer First:

• go to the Concession Card Details (CCIS) page, select the card to be actioned, select Preferences
• when the Concession Card Preference (CCAP) page displays, select the relevant card from the Card Type drop down box and complete these fields:
• Start Date
• Suppress Partner Name, select No
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Annotate the existing Concession Card Preference DOA DOC with details about the discussion with customer and expire the DOC.

Procedure ends here.

In Process Direct, go to the Concession card issue summary (CCIS) screen:

• select Current concession cards > current concession card > Suppress delivery > Suppress delivery of card? > Yes > Save
• check the Current concessions card table shows the delivery status as Suppressed

Record details in a Fast Note > Auto text > Concession Cards > Update > Concession Card Preferences update.

Edit the Fast Note to remove information that is not applicable to the update being made.

Procedure ends here.

In Customer First:

• go to the Concession Card Details (CCIS) page, select the card to be actioned, select Suppress
• when the Concession Card Suppress Delivery (CCSD) page displays, complete these fields:
• Suppress Delivery of Card, select Yes
• Source and Receipt Date
• select Update

Record details in a Fast Note > Auto text > Concession Cards > Update > Concession Card Preferences update.

Procedure ends here.

In Process Direct, go to the Concession card issue summary (CCIS) screen:

• select Current concession cards > current concession card > Suppress delivery > Suppress delivery of card? > No > Save
• check the Current concessions card table shows the delivery status as Sent

Reissue concession card if requested by the customer.

Annotate the existing Concession Card Preference DOA DOC with details about the discussion with customer and expire the DOC.

Procedure ends here.

In Customer First:

• go to the Concession Card Details (CCIS) page, in the Action column, select Suppress
• when the Concession Card Suppress Delivery (CCSD) page displays, complete these fields:
• Suppress Delivery of Card, select No
• Source and Receipt Date
• select Update

Reissue concession card if requested by the customer.

Annotate the existing Concession Card Preference DOA DOC with details about the discussion with customer and expire the DOC.

Procedure ends here.

In Process Direct, go to the Concession card issue summary (CCIS) screen:

• Select the concession card to be reissued from the Other Entitled Cards table
• Reissue/issue card
• Select the relevant frequency from Issue Frequency drop down
• Select Save

Procedure ends here.

In Customer First, go to the Concession Card Issue Summary (CCIS) screen:

• select the correct card for reissue if the customer has multiple cards
• select Reissue Card
• on the Concession Card options screen:
• select the Reason for issue/reissue from the drop down list
• complete the Source and DOR fields, and
• select Issue

Procedure ends here.