Employer registration for Parental Leave Pay (PPL) 043-02040010

To access PPL Services in Business Hub:

• employers with Australian based users must register online for a Provider Digital Access (PRODA) account
• examples of Australian based users are personnel and Human Resources (HR) staff

Existing users registered in PRODA can access PPL Services through their myGovID.

To participate in the PPL scheme employers must have an Australian Business, confirmed by an Australian Business Number (ABN).

The Resources page has links to:

• Business Hub webpage
• PRODA webpage, and
• Paid Parental Leave scheme for employers webpage

If an Australian organisation has users who work overseas, these users may not be able to register for PRODA to access Business Hub. This is because they are unable to satisfy PRODA authentication requirements.

For example, an overseas payroll section working for an Australian organisation and the overseas user is unable to meet Australian identity checks.

Is the employer able to register for PRODA to access Business Hub online?

• Yes, go to Step 2
• No:
• non PPLEPT staff refer the employer to the PPL Employer Processing Team. Procedure ends here
• PPLEPT staff go to Step 3

If the employer does not have overseas users, procedure ends here.

• If the employer has overseas users and they are unable to register for PRODA:
• non PPLEPT staff refer the employer to the PPL Employer Processing Team. Procedure ends here
• PPLEPT staff, go to Step 4

In some instances an employer may not be able to, or does not want to, register for online services. This may be due to the employer’s location being remote with limited or no internet access.

The PPLEPT helps the employer choose the registration services they need to manage their PPL employer obligations.

If an employer has:

• overseas based users - for example HR and personnel. If the employer has difficulties registering for PRODA to access Business Hub online, refer them to the:
• PRODA helpdesk. The eBusiness staff will confirm the employer and overseas users have the necessary Australian identification requirements to register for PRODA and/or
• PRODA registration information. Resources has a link

Procedure ends here

• overseas users who cannot register for PRODA to access Business Hub, go to Step 4
• limited or no internet access - for example the employer is in a remote area. If they cannot do their PPL business online or refuse to use online services, go to Step 6

If an authorised representative of an organisation advises the PPLEPT that the PRODA helpdesk has confirmed their overseas users cannot register for PRODA:

• the PPLEPT must tell the employer that access to CBOS for their overseas user will only be provided if the organisation has:
• registered for PRODA and PPLS in Business Hub. Refer the employer for registration, and
• replied to the Request for information to access CBOS for PPL purposes email template and provided the required details

Once registered for Business Hub the organisation will have access to both systems and continue to use CBOS until overseas users are transitioned.

After the employer confirms the individual’s PRODA registration, the PPLEPT will:

• ask for the authorised representative of the organisation’s email address
• advise the agency will email them requesting their contact details and those of their overseas users

When the email address is confirmed:

• update the address in the system, if required
• send the authorised representative the email template - Request for information to access CBOS for PPL purposes from the PPLINFO mailbox. Resources has a link
• do not save and attach the template to the email. Instead, copy and paste the approved email template wording into the body of the email. Do not edit or add unapproved wording to the body of the email text

Note: the template allows the employer to give their own details and those of their overseas users who they nominate to act on behalf of the organisation. Do not change the template in any way. Always email the template from the PPLINFO mailbox.

DOC the employer record to reflect the discussion.

Has the authorised representative of the organisation replied to the email template providing their own and the nominated overseas user’s details?

• Yes:
• upload and attach to the employer’s record the email template that lists the authorised representative of the organisation and nominated overseas user’s details
• Go to Step 6
• No:
• DOC the record
• identify whether Centrelink Assisted Dispute Resolution (CADR) process should commence. See Assisted dispute resolution for employer determination for Parental Leave Pay
• procedure ends here

To determine if an organisation has registered for PRODA and PPL Services in Business Hub and to identify the organisation’s nominated users, navigate to:

• Process Direct
• select Business Hub Access Management
• search using the PPE organisation CRN (10 characters with no spaces in between)
• select the organisation
• select Organisation Details
• Paid Parental Leave displays under Business Function/s
• select Personnel (to identify users linked to the organisation)

Is the organisation registered for PRODA and PPL Services in Business Hub?

• Yes, and it is:
• already registered for CBOS, go to Step 13
• not registered for CBOS, the PPLEPT must register the organisation for CBOS, go to Step 7
• No, the employer is not able to or refuses to register for PRODA and PPL Services in Business Hub, go to Step 7

In Customer First, access the Organisation List (OL) screen to search for any matches.

Are both PPE and PPX records for the organisation located?

If currently in an Employers PPE record, check the Linked Organisations (ORGL) screen for any existing linked PPX records.

• Yes:
• type S beside the PPE organisation record and select Enter
• the Organisation Details (ORD) screen will display
• check the details to ensure the correct record had been found
• go to Step 12
• No:
• if only PPE exists, create a new PPX record, go to Step 10
• if neither PPE nor PPX records exist, create a new PPE and PPX record, go to Step 8

Before creating a new organisation record, ask the employer to email the required information to create a new PPE/PPX record that includes the written acceptance. See Table 1, Step 8 in Delivery of Paid Parental Leave.

The email must include:

• Australian Business Number (ABN)
• business name
• address
• Access Manager contact details, and
• payment destination details
• pay cycle details
• number of employees

Only create a PPE organisation record, in Customer First Environment B after the employer has provided the required information and the written acceptance:

• access the Organisation Search (ON) screen
• enter PPL in the Stakeholder Code: field
• enter the full name of the organisation in the Org Name: field
• enter ADD in the Act: field
• complete the Source: and DOR: fields
• enter PPE in the Svc Rsn: fields
• press [Enter]
• a message should appear I046CU - No records found meeting the search criteria
• select Add Organisation, or enter AO in the Nxt: field and press [Enter]

Access the Add Organisation (AO) screen and complete:

• the BUS Name: TRA name: and ABN fields
• add the organisation’s physical and postal addresses
• if required, add the nominated overseas user’s details and their position from the email sent by the authorised representative of the organisation. Services Officers must code the Position: field
• add the phone number or follow up with organisation if not provided
• add the email details of the nominated overseas user
• select Add Organisation, or type Y in the Add Organisation (Y/N): field, and press [Enter]

The Paid Parental Leave Organisation Selector (P1OTS) screen will be displayed:

The following options will be pre-selected on this screen:

• OSCS Organisation Contact
• ADS Organisation Address
• P1BL Paid Parental Leave Business Line

Select the Complete Activity check box, then select Continue.

The Organisation Contact Summary (!OSCS) screen will display:

• End date any obsolete previous contact/s
• Navigate to the Org Service Contact Details (!OSCD) screen to add the Authorised Contact/s
• PPE in the Service Reason field
• Unreg Authorised Officer in the Position field
• complete the remaining details for the contact person on the business.
• Select Continue

The Organisation Address (!ADS) screen will display:

• Complete the address details for the business. Note: only a postal address is required
• Select Continue

The Paid Parental Leave Business Line (P1BL) screen will display:

• Select the relevant option from the employer opt in status and number of employees dropdown
• Select Continue

If the Complete Activity check box was selected on the P1OTS screen, this activity will auto complete, otherwise manually select the activity from the AL screen to be finalised.

Note: only create a new PPX record when the employer has provided the required information and the written acceptance.

The employer email must have included the following details of the organisation:

• bank account information which will identify an account held and maintained by the employer, into which PPL funding amounts can be paid by Services Australia, including:
• the employer’s bank account number
• the employer’s BSB number
• the name in which the account is held
• the name of the financial institution
• the relevant pay cycle information for the employee, including:
• the employee's usual pay period (weekly, fortnightly or monthly)
• next pay date
• next paid up to date
• next cut off for the business’s pay processing

In Customer First Environment B:

• access the Organisation Search (ON) screen
• enter PPL in the Stakeholder Code: field
• enter the full name of the organisation in the Org Name: field
• enter ADD in the Act: field
• complete the Source: and DOR: fields
• enter PPX in the Svc Rsns: fields
• select Add Organisation or enter AO in the Nxt: field and press [Enter]
• on the Add Organisation (!AO) screen select Continue

The Paid Parental Leave Organisation Task Selector (P1OTS) screen will be displayed.

The following options will be pre-selected on this screen:

• P1PD Paid Parental Leave Payment Destination Details
• OSRM Report Output Method Screen
• OSBD Organisation Service Bank Details

Select the Complete Activity check box, then select Continue

The Paid Parental Leave Payment Destination Details (P1PD) screen will display, complete all of the fields

• the Report Output Method (OSRM) screen will display, enter the employers chosen report format/s. Select Continue
• the Org Service Bank Details (OBSD) screen will display, complete the:
• Start Date
• Financial Inst Code
• Account Number
• Abbrev Account Title
• Account Title fields
• enter I in the Action: field, then select Continue

If the Complete Activity check box was selected on the P1OTS screen this activity will auto complete, otherwise manually select the activity from the AL screen to be finalised.

Additional organisation details

• go to the Organisation Task Selector (OTS) screen
• review and if required update the following selections which will default by the system:
• OSCS Organisation Contact
• OSAS Agreement Details
• OSBS Bank Details
• complete the Activity screen
• press [Enter] to progress through the screen flow
• update the Org Service Contact Details (OSCD) if there are additional contact details
• the Org Service Agreement Summary (OSAS) screen should not require any updates - press [Enter]
• the Org Service Bank Summary (OSBS) screen will require updating if payments are to be made to this organisation
• press [Enter] to the PPL Payment Destination Details (P1PD) screen
• press [Enter] to the Org Service Bank Details (OSBD) screen
• enter the organisation’s bank account details
• press [Enter] to the Report Output Method (OSRM) screen
• enter the Report type method (PDF)

• access the Organisation Name Search (ON) screen
• record the organisation name in the Org name field, press [Enter]
• on the Organisation List (OL) screen, select the PPX record for the organisation and press [Enter]
• the Organisation Details (ORD) screen will display
• navigate to the PPL Org Task Selector (P1OTS) screen
• delete the pre-selected fields and navigate to the Org Service Bank Details (OSBD) screen
• complete the required fields on the OSBD screen
• record the Source: and Date of Receipt (DOR): fields
• enter I in the Action: field, and press [Enter]

Overseas based users registering for CBOS will get correspondence via Organisational Online Mail (OOM).

Note: ensure employers who are unable or refuse to register for business online services get correspondence via mail. Navigate to and take action in Customer First:

• access the Organisation Contact Summary (OSCS) screen
• select Contact Name
• navigate to the Organisation Service Contact Details (OSCD) screen
• set the preferred method of contact to mail (MAI) instead of entering an email address
• check P1BL screen to ensure the record has updated correctly with the number of employees. Note: if this information was not supplied within the Business Hub registration, it can only be accepted in writing
• create a DOC on the organisation’s record with all details provided by the organisation including the reason why they are unable to register online

In Customer First, use the Customer Reference Number (CRN) listed in the PPL CBOS registration. The CRN is found in the Record Outcome screen next to the Business Line CRN.

Record interactions or action taken on the employer record using Fast Note - select Auto Text, use Families > Updates > PPL CBOS online registration. Do not record proof of identity evidence in the DOC.

Organisation's Paid Parental Leave Employer (PPE) Record in Customer First

• Go to the OSCS screen and select Contact Name. This will navigate to the Organisation Service Contact Details (OSCD) screen to check that all contact details have updated from registration process. The 'Position' should not be 'Employee Contact'. To update, select Modify Contact if required
• Check P1BL screen to ensure the record has updated correctly with the number of employees

To register an organisation role in Registrations and Access Management (RAMB), see Table 2.

To update an organisation role in Registration and Access Management (RAMB) see Table 3.

PPL Employer Processing Team (PPLEPT) can access RAMB via myHSI.

From the dropdown menu under the 'My Tools' heading:

• navigate to RAMB
• to ensure the Organisation is registered, from the Manage Organisation heading, Select View/Update Organisation
• search by the organisation:
• Name
• CRN (ABE) or
• ABN
• Select Continue

Does the organisation already exist in RAMB?

• Yes, go to Table 3, Step 1 to add or update access to an overseas user
• No, go to Step 2

• navigate to Create Organisation
• select Registered business from Organisation Type
• enter the Organisation’s:
• ABN
• CRN (ABE)
• name
• ID (create using initials of the organisation name – must contain a minimum of 4 characters)
• contact name
• contact number

Organisation Manager Access

• Access Manager
• Paid parental Leave Business Contact

Business Line Access

• MYOD Paid Parental leave Setting
• MYOD View Bank Details
• MYOD View Contacts
• MYOD View Business Details
• OOM Basic Access
• OOM Letter Component
• OOM Paid Parental Leave Reports
• PASS View and update Service
• UGG Employment Separation Certificate Lodgement
• select Continue – this will generate the Organisation User ID
• select Finalise

This will generate an Organisation User ID, go to Step 4.

Copy Org ID and select 'Create Work Unit' located under the Manage Work Unit heading.

Enter the following details:

• Work Unit ID: PPL - 001
• Work Unit Name: PPL
• Work Unit Description: PPL
• select Continue

Go to Step 5.

In Customer First DOC the record. Include the name of the authorised representative of the organisation that has requested overseas user(s) access to Centrelink Business Online Services.

To add or update access to an overseas user, see Table 3, Step 1

Most employers will do their PPL business with Services Australia through Business Hub.

Some Australian Businesses who have overseas users will need to update user or employer details in Registration and Access Management for Business (RAMB).

Requests to add an overseas-based user to RAMB can be received by phone or in writing.

All overseas users must try to register with PRODA. Some overseas users may have Australian identification documents to confirm their identity in PRODA.

An overseas user will confirm with PRODA helpdesk - eBusiness they are not able to register. This is because they do not meet Australian Proof of Identity requirements.

If an authorised representative of an organisation has confirmed their overseas users cannot register for PRODA:

• The PPLEPT must tell the employer that access to CBOS for their overseas user will only be provided if the organisation has:
• registered for PRODA and PPLS in Business Hub. Refer the employer to the Business Hub webpage for registration, and
• replied to the Request for information to access CBOS for PPL purposes email template and provided the required details

Once registered for Business Hub the organisation will have access to both systems and continue to use CBOS until overseas users are transitioned.

Before creating a new user ID, the overseas user must provide details to pass an identity check.

Proof of identity can be obtained verbally, and can include:

• full name and their association with the business
• organisation's Customer Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• driver's licence or passport number
• contact details such as their email, phone number and country where they are located

If a new user ID is created or if the overseas user has an existing user ID:

• check the user’s record in RAMB, and
• update if required:
• enter International as the employee ID, and
• PPL as the service code

Note: including the word International will identify the user is located overseas and not Australian based

Has their identity and association with the business been confirmed?

• Yes, go to Step 2
• No, the user cannot be added. Do not create a user ID
• make one genuine attempt to contact the employer to advise of the information required to add a user. If unable to establish contact, send the 'Please contact us' approved email text. The 'Please contact us' email must only be used in approved circumstances
• DOC the record
• close the request
• procedure ends here

RAMB can be accessed by the PPLEPT via myHSI.

When in RAMB, select View/Update Organisation to ensure the Organisation is registered:

• enter the ABN to search for the Organisation ID
• copy the Organisation ID
• paste/enter the 4 character Organisation ID
• select Continue

Does the user already exist in RAMB?

• Yes, go to Step 4
• No, go to Step 3

To register a new overseas contact:

• select View/Update User under the Manage User section, re-enter the 4 character Organisation ID
• select Continue
• check the list of registered users
• if the new overseas contact does not exist, they must give details so their identity can be checked, this is so a user ID can be created. Proof of identity can be done verbally, and can include:
• full name and their association with the business
• organisation's Customers Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• driver's licence or passport number
• contact details such as email, phone number and the country where they are located
• once sufficient information has been provided:
• select Register User under the Manage User section
• enter the user’s details:
• first name
• last name
• employee ID (must enter the word International and use service code PPL), and
• contact details

Add the relevant roles in RAMB as requested by the overseas contact.

• select Continue
• tick the I Accept box
• select Continue

Does the overseas user have the required roles?

• Yes, go to Step 5
• No, depending on the role requests, add the roles listed below

Universal section:

Business Line Access

Unified Government Gateway

• UGG Employment Separation Certificate Lodgement

Paid Parental Leave section:

Organisation Manager Access

• Paid Parental Leave Business Contact

Business Line Access

Manage Your Organisation Details (MYOD)

• MYOD Paid Parental Leave setting
• MYOD View Bank Details
• MYOD View Business Details
• MYOD View Contacts
• MYOD View Service

Organisational Online Mail (OOM)

• OOM Basic Access
• OOM Letter Component
• OOM Paid Parental Leave Reports

Parental Assistance Support Service (PASS)

• PASS Update and View Service

Note: MYOD, OOM Basic Access and OOM Letter Component should already be selected if the organisation already has an existing PPL account.

When all roles and details have been added and completed, select Finalise (only once) to ensure duplicate user IDs are not created.

If the overseas user:

• needs a new user ID or temporary password, go to Step 5
• does not need a new user ID or temporary password, go to Step 7

Only limited PPLEPT Local Peer Support (LPS) staff are able to access RAMB in order to locate user ID’s and reset passwords. Staff to submit a request for assistance, using Tier 1 - Request for LPS Assistance - Centrelink online form.

If the overseas user:

• is on the phone, give them the user ID and temporary password verbally. Stay on the phone until they confirm they have changed their temporary password. Go to Step 7
• is not on the phone, make one genuine attempt to contact the overseas user to provide the User ID and temporary password verbally

Was contact successful to the overseas user?

• Yes, give them the user ID and temporary password verbally. Stay on the phone until they confirm they have changed their temporary password. Go to Step 7
• No, go to Step 6

If the overseas user is not available at time of contact attempt:

• send the following two approved emails separately from the PPLINFO mailbox to the email address provided in the CBOS registration:
• Request to contact email. For approved email text see the Resources page of Delivery of Paid Parental Leave
• Temporary Password email. See the Resources page for the approved template
• DOC the employer record with the CBOS user name and reason for contact. Do not record the password in the DOC

Procedure ends here.

DOC the record using a custom Fast Note. Include details about the proof of identity documents provided. For example:

• the user’s full name
• association with the business
• driver’s licence number
• country of origin

Update the OSCS screen where required.

If the request was received via email:

• add the business' ABN to the Subject line of the email
• select Save icon in Outlook
• file the email in the 'Additional contact' folder in the PPLEPT mailbox

If the organisation has requested more overseas users to have access, go back to Step 1.

If the request is to:

• remove the overseas user for PPL - RAMB, go to Step 2
• update details for a registered overseas user for PPL - RAMB, go to Step 3
• reset password reset - RAMB, go to Step 5
• lock the overseas user for PPL - RAMB, go to Step 6
• unlock the overseas user for PPL - RAMB, go to Step 7

From the Organisation screen in RAMB:

• select View/Update User
• enter the Organisation ID to display all users, or in the User Search box, enter the full user ID, if available, select Continue

Select the user ID to be removed:

• select Remove User
• tick the box Do you want to remove the eBusiness User Account
• select appropriate Remove user reason from the dropdown menu
• select Finalise, the screen will confirm the user was removed

Go to Customer First:

• update the Organisation Contact Summary (OSCS) screen, and
• DOC the record, including the name of the person requesting the removal of the user

Procedure ends here.

To action a request to amend or add details to an already registered user, PPLEPT must do an identity check with the overseas user.

Proof of identity can include:

• full name and their association with the business
• organisation's Customers Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• driver's licence or passport number
• contact details such as email, phone number and the country where they are located

If PPLEFT is not satisfied with the identity details:

• try to contact the user.
• Use the known contact details already on record
• If a phone attempt is unsuccessful, send the 'Please contact us' approved email text from the PPLINFO mailbox

Are identity requirements satisfied?

• Yes:
• follow normal procedures to identify the user
• confirm the requested information and update overseas user details in RAMB
• go to Step 4
• No:
• DOC the record and do not change or update user details
• procedure ends here

• go to the Organisation screen
• select View/Update User
• enter the Organisation ID to display all users, or in user search at the bottom, paste the full user ID, if available, select Continue
• select the appropriate user ID to edit, select Change Details
• edit the information that requires updating
• enter International in the employee ID field and PPL as the service code
• select an appropriate 'change reason' from the dropdown menu
• select Finalise

Customer First

• update the OSCS screen
• DOC the record using Fast Note, include all details that have been updated

Procedure ends here.

Before issuing a new temporary password check:

• the contact person's details against the user ID
• the overseas user's identity details. Proof of identity can include:
• full name and their association with the business
• organisation's Customers Reference Number (CRN)
• Australian Business Number (ABN)
• trading name
• business address
• date of birth
• driver's licence or passport number
• contact details such as email, phone number and the country where they are located

From the Organisation screen in RAMB:

• select View/Update User
• enter the Organisation ID to display all users or in the User Search box, enter the full user ID, if available. Select Continue

Select the user ID:

• enter International in the employee ID field
• select Reset Password
• tick the box Reset the eBusiness User's Password
• select Finalise
• email the temporary password using the approved Temporary Password email template on the Resources page

Go to Customer First and DOC the record, including the name of the person requesting the password reset.

Procedure ends here.

PPLEPT has received an email requesting to lock or suspend the registered user as they are going on leave but returning to the job.

RAMB

• go to the Organisation screen
• select View/Update User
• enter the Organisation ID to display all users; or in user search at the bottom, paste the full user ID if available, select Continue
• select the user ID to be locked
• enter International in the employee ID field
• select Lock Password
• tick the box Do you want to lock the eBusiness user’s password
• select an appropriate Lock Password reason from the dropdown menu, then select Finalise

Note: the user will remain in RAMB but will not be able to login until the password is unlocked.

Customer First

DOC the record, including the name of the person requesting the lock.

Before unlocking the user, PPLEPT must be satisfied the registered user is located overseas by identifying the:

• country where the user is located
• user’s address
• user’s phone number. For example it includes an international prefix

Once PPLEPT has identified the registered user is located overseas, navigate to RAMB:

• go to Organisation screen
• select View/Update User
• enter the Organisation ID to display all users or in user search at the bottom, paste the full user ID if available, select Continue
• select the user ID to be unlocked
• check the word International is in the employee ID field. Update if required
• select Activate Password
• tick the box Do you want to Activate the user’s Password
• select an appropriate Activate Password reason from the dropdown menu
• select Finalise

Customer First

• DOC the employer record, include the:
• name of the person who has requested the unlocking of the user, and
• user details that satisfied overseas requirements. For example, location

When contact is made with an employer, check the Organisation Contact Summary (OSCS) screen in Customer First to confirm the listed authorised representative. See Resources for information on access role definitions.

If the organisation is registered for Business Hub (Bhub), compare the details under the Business Hub Access Management tile in Process Direct.

Centrelink Business Online Services (CBOS) transitioned employers

When Business Hub replaced CBOS, employers had a period to transition to Business Hub before CBOS was locked. In this transition, the authorised officer/contact roles were not auto selected by the system, therefore Process Direct and the OSCS screen are not aligned.

If an authorised contact has transitioned to Business Hub from CBOS, they are automatically classed as the Authorised Officer for PPL purposes. Tick the Authorised Officer role in Process Direct to then show the employer contact correctly on the OSCS screen. If multiple entries display for this authorised representative, keep the authorised officer role and end date all other entries on the OSCS screen.

A contact located overseas on the OSCS screen will have ‘INTERNATIONAL’ recorded in the position field. Staff are not to end date these contacts, as they interact with Services Australia in CBOS because they are unable to access Bhub.

Authorised officer/contact updates on the OSCS screen:

• if an existing authorised contact is no longer an authorised representative for the organisation, go to Step 2
• if an authorised representative displays multiple times on the OSCS screen, go to Step 3
• if the organisation has Business Hub access, but the individual authorised contact has not transitioned to Business Hub, go to Step 4
• if an authorised representative has a preferred name, go to Step 6

The employer may advise that an existing authorised representative is no longer acting in that role for the organisation.

Do not make any updates to the OSCS screen until another replacement Authorised Officer is added to the record in Process Direct.

There must be at least one Access Manager recorded in Business Hub before end dating any old contacts.

Does the organisation have Business Hub access?

• Yes, for updating employer contacts in Business Hub, see Managing personnel and updating details in Business Hub. Procedure ends here
• No, go to Step 5

If an authorised representative has multiple access roles (for example, contact officer and authorised officer), duplicate lines will display on the OSCS screen.

Duplicate lines may create where a previous Centrelink Business Online Services (CBOS) user becomes a Business Hub user. The duplicating line can result in email notifications generating for each access role the contact is assigned.

If multiple entries are displaying on the OSCS screen for the authorised representative, and:

• the authorised officer role is one of the entries, keep the authorised officer role and end date all other entries on the OSCS screen, go to Step 5
• the authorised officer role is not one of the entries, keep the contact officer role and end date all other entries on the OSCS screen, go to Step 5

Where the organisation has transitioned to Business Hub, there may be authorised contacts listed on the OSCS screen who have not transitioned to Business Hub.

Before any updates can be made to the OSCS screen, in Process Direct, select the Business Hub Access Management tile to check if there is a current authorised officer. An individual contact may advise that the authorised officer has left the business and no one else was given that role. An employer contact is unable to assign the authorised officer role to themselves.

Is there a current authorised officer?

• Yes, end date contacts not listed in Business Hub Access Management. Go to Step 5
• No, and in PD, authorised officers listed:
• tell the employer the organisation needs to nominate an authorised officer and an access manager in Business Hub
• DOC the record, including no updates required
• procedure ends here
• No, and in PD, no other authorised officers are listed:
• the PPLEPT service officer (SO) will need to do a POI check and check the users association with the organisation, refer to Managing personnel and updating details in Business Hub,
• PPLEPT SO if satisfied will need to tick the authorised officer role on behalf of the employer contact.
• DOC the record
• procedure ends here

Do not update the OSCS screen if the business has registered for PRODA. Action these in Process Direct using the Business Management tile.

The only updates staff can manually make to the OSCS screen are:

• End dating contacts
• Updates to preferred method of contact from EMAIL to MAIL
• Updating Position field to INTERNATIONAL for overseas users
• Replacing the word CONTACT in the position field with AUTHORISED where the Authorised Officer field was incorrectly end dated
• Add additional contact/s for PRODA refusal only. This is to be a written request from the person who notified the PRODA refusal

If updates are required to the OSCS and meet one of the above reasons, in Customer First:

• select the Organisation Contact Summary (OSCS) screen to end date the contact
• DOC the record, including the contact details updated
• procedure ends here

The authorised contact may notify that they have a preferred name. They need to be informed that for legal documents they are to record their legal name and not their preferred name.

To record or amend a preferred name, in Customer First:

• select the Organisation Contact Summary (OSCS) screen
• select the contact name requiring the update
• select modify contact
• In the Notes field, record or amend the preferred name

The preferred name is not to be recorded in any other fields on the OSCS

• DOC the record, including the contact details updated
• Procedure ends here