Actioning Business Hub requests 101-20073121

Business Hub is a framework for exchanging secure electronic communications between Services Australia (the agency) and authorised external parties. It is accessed via the agency’s website and utilised as a secure communication channel between approved referring authorities and the agency for:

• IM Program:
• Child Protection Income Management (CPIM)
• Enhanced IM program:
• Cape York enhanced Income Management (CYeIM)
• Child Protection enhanced Income Management (CPeIM)
• Supporting People at Rish enhanced Income Management (SPaReIM)

Note: Notice referrals that have been received since 4 September 2023 are applied to commence customers on the enhanced IM program, whilst continuation notice referrals that have been received for IM customers since this date allow for these customers to remain on the IM program.

There are no remaining Supporting People at Risk (SPaR) IM customers. All customers referred for SPaR in the future will commence on enhanced IM.

Referring authorities are determined by legislative instrument. The following referring authorities may decide to refer a customer for welfare quarantining where they deem it may be beneficial to the customer or their family:

• The Family Responsibilities Commission (FRC) refers customers for the CYeIM measure
• A State or Territory Child Protection Authority refers customers for the CPIM and CPeIM measures
• A Supporting People at Risk Authority refers customers for the SPaR IM and SPaR enhanced IM measures

The following interactions are available to referring authorities through the Business Hub:

• Mutual Client Search for Income Management or enhanced Income Management
• Personal Information Disclosure (PID)/Disclosure of Information (DOI)
• Notice to Commence Income Management or enhanced Income Management
• Revocation of Income Management or enhanced Income Management
• Viewing current expenses
• Requests for further information

The Business Hub will advise the relevant referring authority (in real time):

• if the referred person is currently in receipt of an income support payment
• the customer's current address details
• the customer's eligibility results for enhanced IM
• if the customer is already subject to enhanced IM
• any partner and child (Family Tax Benefit (FTB) only) details
• payment history, including payment type

Daily reports provide the referring authorities with a list of all the interactions that were completed in the Business Hub the previous business day.

The referring authorities are automatically notified through a daily report when an IM or enhanced IM customer has had a change in circumstances actioned on their record. This can include things such as a change of address or payment suspension.

Approved referring authorities will provide the agency with the details of a person to identify if the person meets the requirements to be considered for IM or enhanced IM. This is known as a Personal Information Disclosure (PID) for the CYeIM measure, or a Disclosure of Information (DOI) for the CPIM and SPaR IM, and the CPeIM and SPaReIM measures.

The IMCO's role is to check for any 'unprocessed' activities. These will occur when a referring authority cannot match a person to a record, or the eligibility result is 'no'. These requests are actioned via the Third Party Information Summary Organisation (TPISO) screen in Customer First.

Most requests received through the Business Hub are auto-processed by the system and the relevant information is applied to the customer's record automatically. However, when the auto processing fails, the IMCOs must refer to this file to apply the relevant information to the customer’s record manually.

• IMCOs will use different operating systems to apply a Notice. This depends on the program, and customer’s measure on the program.
• Customer First:
• CP IM (both continuation and revocation notices)
• Process Direct:
• CYeIM (referral, continuation, and revocation notices)
• CPeIM (referral, continuation, and revocation notices)
• SPaReIM (referral, continuation, and revocation notices)

This file explains how an IMCO can:

• locate outstanding requests
• action Mutual Client searches with a 'no' match result
• action a Personal Information Disclosure (PID) or Disclosure of Information (DOI)
• action a Notice to Commence Income Management or enhanced Income Management
• action a referral for Voluntary enhanced Income Management from an approved referring authority
• action a Revocation of Income Management or enhanced Income Management
• view PIDs or DOIs that have been submitted by an approved referring authority through Business Hub
• view current requests made by an approved referring authority through the Business Hub to view a customer’s expense allocations

The TPISO screen is used by IMCOs to view all requests and actions completed through the Business Hub by an approved referring authority. At default, the screen will show both finalised and outstanding requests. The TPISO screen can be accessed through the organisation record.

The Third Party Information Summary (TPIS) screen only displays completed actions against an individual customer, in the Business Hub.

An IMCO must check the TPISO screen daily.