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

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.

• Call was answered by an answering machine or voicemail. Go to Step 2
• Answered by a person. Go to Step 3

If the number called has an answering machine or voicemail, leave a short message. The message must include:

• the Service Officer’s first name and that they are from Services Australia
• an appropriate telephone number for the customer to return the call. Choosing to leave a direct, queue, or other telephone number is a business decision

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

Procedure ends here.

When the call is answered, the Service Officer must tell the customer or third party:

• their name
• they are calling from Services Australia
• the call will be recorded using the following script:
  ‘Before we proceed with this call I need to inform you that this call may be recorded or listened to for quality and coaching purposes’
  Minor variations that do not change the intent of the messaging are acceptable

Staff must read the call recording script before collecting or discussing any personal details. This includes when establishing proof of record ownership (PoRO).

Ask for the customer

Is the customer available?

• Yes, go to Step 4
• No, go to Step 5

If the Service Officer is not sure if it is the customer, the program should not be advised and the greeting remains as Services Australia. See Answering calls in Centrelink for more details.

Note: the Service Officer should not disclose the issue they are phoning about or identify the team they work with (for example, Debt Recovery) unless they are certain they are speaking with the customer, as this would impact on the privacy of the individual. All privacy incidents should be reported in the Privacy Incident Portal. See Step 1 in the Reporting a potential privacy incident table.

It may also be appropriate for the Service Officer to state they are calling from 'Centrelink' where the customer is otherwise unwilling to proceed with the call. This should be considered against:

• the likelihood of a privacy breach
• the urgency of the call, and
• approval by the individual business area to do so

Where there may be risk of Family and Domestic Violence, or privacy concerns, for example, in UTLAH or MoC assessments, the program does not need to be advised. Services Australia' must be used in the first instance. No further information can be disclosed until after Step 5.

Has identification/authorisation of the customer been established?

• Yes, action the call/Answering calls in Centrelink. Procedure ends here
• No, do not release any information. Go to Step 5

The Service Officer should advise:

• they will call again later, or
• provide the correct telephone number for the customer to contact on the next business day

Record on a DOC

• the reason for the call attempt, and
• if the customer
• will be called back, or
• was advised to contact Services Australia

If the person has refused to identify themselves, for example, they think it is a scam call, the Service Officer:

• can send a pre-call notification, or
• tell the customer the correct telephone number to call back on the next business day