Actioning a compensation clearance 117-01040020

Table 1: This table provides a guide for the Compensation Recovery Officer (CRO) to decide if sufficient information to make an assessment has been supplied, or further information should be requested

For assistance with:

• documents not listed - if the information being sought is not listed then ask the customer to provide all the relevant documents they have in their possession
• unusual cases - follow normal escalation procedures where further information for acceptable documentation in unusual cases is required, see Technical Peer Support (TPS) in Compensation Recovery

  Item	Description
  1	Unanswered questions or incomplete forms CRT are allowed to accept and use verbal information from a customer (or other person to whom the customer has given express authority) if information is missing or clarification is needed in relation to a claim. If using verbal information to assess the claim, the contact, conversations and information given must be recorded in a DOC or Fast Note. Customers (or their authorised representatives) are under no obligation to provide information verbally. Services Australia will not be liable for any charge or fee associated with gathering information that is authorised under social security law. If it is not possible or practical to get information verbally, a request for information should be given in writing, advising: details of the information required the time allowed to respond the consequences of non-compliance the reference to the relevant Act that the request has been made under If missing information relates to a form, a copy of the form containing the incomplete questions should be included with the request. Note: if the customer has a correspondence nominee, issue the same letter to the correspondence nominee.
  2	Verbal information The customer (or their authorised representative) agrees to give verbal information in relation to unanswered questions or if clarification/correction is required: Tell the person that the information will be used to clarify information provided by the customer Document the information provided in a DOC or Fast Note Confirm the information with the person Verbal information used in determining a claim must be recorded in a DOC or Fast Note. If there are concerns about the validity of the verbal information, request the information in writing. Text to include in the DOC Ext Details: Verbal info obtained for Compensation Clearance Text: Verbal information obtained from (for example, customer or authorised representative) via phone (XX/XX/XX) in relation to compensation claim. Information sought in relation to form: (form number, for example, SS446), question: (question number). Details obtained: (free text). Responses verbally confirmed. Third party name and contact details: (full name), (address), (telephone). For more details, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs).
  3	Signatures A signature is a marking or name that identifies the individual who created it. A valid signature on an agency form or document signifies the approval and acceptance of the information in the form. Without it, a filled in form or document is like a blank piece of paper. A valid signature for the purpose of agency forms confirms that the authorised signatory: checked that the information provided is true and correct, and agrees to the Declaration and Privacy notices There are some circumstances where a customer is unable to sign their name because of a disability and may require additional support. See Standards for helping customers complete claims and forms. Mandatory requirements for agency owned forms and claims do not apply to supporting documents provided from compensation payers, insurers and/or the customer. If information provided by the customer requires verification (e.g. only one signature exists) to ensure the information is true and accurate, the delegate will: review all details of the case, and decide if the information is accurate based on supporting documents See Signature requirements for compensation