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Privacy concerns when calling customers, returning calls or leaving messages on answering machines 104-04040050

Before starting this process, staff must read the Operational Message.

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Risks to a customer's privacy have been identified. See Separating Safely - protecting personal details to make sure the customer's personal details are safe before progressing.

This document outlines the processes to follow to ensure a customer's privacy is maintained when making an outbound call or actioning a callback.

Leaving messages

If the customer is registered for Electronic Messaging via mobile phone, the Service officer can send a text message before the call advising they will try to contact them shortly.

If the customer is not available or cannot be identified the Service Officer should tell them they will call again later.

The Service Officer can send a pre-call notification if:

  • the customer refuses to identify themselves for any reason, or
  • there is evidence on the customer’s record which indicates security or privacy concerns

If the customer continues to refuse to identify themselves the Service Officer should give the correct number for the customer to call back on the next business day.

The Service Officer should not disclose the issue they are calling about or identify the team they work with until the customer's identity is confirmed.

If there is an answering machine or voicemail, the Service Officer should:

  • leave a short message identifying they are from Services Australia, and
  • ask the customer to call back

Staff may leave a voice message regardless of whether the customer’s name is used in the answering recorded message.

Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

Answering calls in Centrelink

Call and screen recording - information and access

Centrelink letters online and Electronic Messaging

Person Permitted to Enquire (PPE) or Update (PPU) authority