Administration of Restricted Access 104-06020000

New Restricted Access Managers

Submit a request for RESTRICTED ACCESS MANAGER within ESSentials. This request must be approved by their line manager and the role owner.

See Accessing and personalising Customer First for more information.

Access and Temporary Officers

At least one and up to 3 Access Officers are required to be assigned to a Restricted Access customer.

All users must have CSO or CSO.DIRECT business role beforehand.

Submit a request for RESTRICTED ACCESS OFFICER L1 within ESSentials for staff who will be authorised to access any restricted customer records under their control. This request must be approved by their line manager and the role owner. Note: once approved, provisioning of these resources is undertaken overnight.

These officers will be known as Temporary Officers and must be APS3 or above, in line with current business practice.

See Accessing and personalising Customer First for more information.

Restricted Access Managers

Restricted Access Managers who do not have a Restricted Access Skill Tag approved must submit a request in ESSentials for the RA_MAN (RA Manager) Skill Tag for approval by their line manager.

This allows search results of restricted records assigned to the Restricted Access Manager to be viewed while the search results will be hidden for other users.

Note: the user must not have both RA_MAN and RA_O_L_1 assigned at the same time.

Temporary Officers

Temporary Officers who did not have a Restricted Access Skill Tag approved before 4 September 2015 require the RA_O_L_1 (RA Officer Level 1) Skill Tag assigned to them in ESSentials.

Specify the required start and end dates, remembering that Temporary Officers should not be given access for more than 7 days. The approving officer for RA Officer Level 1 Skill Tag is their line manager.

This will allow search results of restricted records to be displayed to authorised officers while the results will be hidden for other users.

Note: other Restricted Access Skill Tags are not to be assigned to staff, as they are to be used for Child Support implementation of Restricted Access.

The 'Create Skill tag' task card in ESSentials is available for guidance on requesting Skill Tags for staff. The Resources page contains a link to the task card.

From the task card:

• At Step 5, select Customer First as the category
• At Step 6, select Access Services as the sub-category
• Search for RA Manager/RA Officer Level 1 or select from the drop-down list
• Select established as the competency level
• Continue with the ESSentials task card from Step 8 to finalise the process

Once the RA Officer Level 1 Skill Tag has been approved, the NRAT or Restricted Access Manager must link the Temporary Officer to all relevant Restricted Access customer records.

Note: once approved, provisioning of these resources happens overnight.

When the request is approved in ESS, send an email to NRAT for temporary access to be coded on the customer record.

If the customer's moves to another site or the RA manager role is going to another staff member a change of contacts is required.

If using:

• Process Direct, go to Step 2
• Customer First, go to Step 3

• Select Customer Summary from the Process Direct Landing page
• Enter the customer’s CRN, select Go
• Go to the Restricted access summary (RACS) screen
• Select Edit on the Restricted access relationship details table
• On the Edit restricted access relationship details screen:
• Select Delete on the current RA Manager line
• Select Add
• On the Add relationship screen complete the following fields:
• Relationship: RA Manager
• Partner ID: select the relevant RA Manager
• Select Save
• On the Edit restricted access relationship details screen, select Save

Go to Step 6.

In the customer's record go to the Sensitive Customer Information assignment block in Workspace.

• Select the Restricted Access Application menu item
• On the Restricted Access Application screen, select Edit
• Select Employee Responsible Open Input Help
• Search for the required employee by
• Last Name and First Name, or
• User Logon ID
• Select the employee from Search: Employees screen
• Select Save
• Select Home to go to the Workspace Home Page

• Select the CRN/BP link from the header to go to the Customer Details screen
• Select the Relationships tab
• On the Relationships tab, select the delete Action icon (trash can) of Has RA Manager relationship to remove the current Restricted Access Manager

• Select New on the Relationships tab
• In Relationships select Has RA Manager from drop down menu
• Select Partner Open Input Help icon
• Search for the required employee by:
• Last Name and First Name, or
• User Logon ID
• Select an employee from Search: Employees screen
• Select Done
• Select Save

Clear out of the customer’s record and wait a couple of minutes before accessing the customer’s record again.

This is required to ensure a record locking conflict does not prevent the Centrelink system record from being updated.

Temporary access is not granted to Irregular and Intermittent (IIE) and Contractor staff.

To be granted temporary access to a Restricted Access customer record staff must:

• be a specialist. Specialist staff include:
• Authorised Review Officers (ARO)
• Compensation Service Officers
• Debt Recovery Service Officers
• Business Integrity Service Officers
• Claims staff
• be at the APS3 level or above and
• have the required Security Roles and Skill Tags, see Table 1. Note: if they do not have the Security roles and skill tags they can apply for them - it can take up to 24 hours for them to be applied

Does the staff member have a specialist role, is APS3 or higher and have the required Security Roles and Skill Tags?

• Yes, go to Step 3
• No, contact the National Restricted Access Team (NRAT) or Restricted Access Officers listed on the customer's record. These officers will need to process the particular enquiry. Procedure ends here

Select the system being used:

• From the Process Direct home page, select > Miscellaneous > Restricted access management
• Key in the CRN and select Go
• Select the CRN hyperlink on the RA Ongoing line to enter the customers record
• On the Sensitive data warning screen, select Yes to continue
• The Restricted access summary (RACS) screen will display

Go to Step 3

• Go to the customer's Restricted Access Application
• From the Parties Involved tab at the bottom of the screen:
• Select the Activity Partner line
• The Relationships tab of the Customer Details screen is displayed

Go to Step 3

Select the system being used:

• Select Edit from the Restricted access relationship details table
• On the Edit restricted access relationship details screen, select Add
• On the Add relationship screen, complete the following fields:
• Relationship: Temp RA Officer
• Partner ID: select Search
• Search for the required employee by:
  Last Name and First Name, or
  User Logon ID
• Select Search
• Select the Employee from the Result list table
• Select Save
• On the Edit restricted access relationship details screen, select Save
• Note: the default (and maximum) duration for a Temporary Officer is 7 days, but a fewer number of days can be chosen if required by adjusting the Skill Tag end date. They will automatically lose access to the Restricted Access customer's record
• Clear out of the customer’s record and wait a couple of minutes before accessing the customer’s record again, to ensure a record locking conflict does not prevent the Centrelink system record from being updated
• Advise the newly appointed Temporary Officer that their access to the Restricted Access customer's record has been arranged

Procedure ends here

• Select New on the Relationships tab
• For Relationship: select Has Temp RA Officer
• Select the Partner Open Input Help icon and search for the required employee by:
• Last Name and First Name, or
• User Logon ID
• Select an employee from Search: Employees screen
• Select Done to go back to the Customer Details screen
• Select Save to save the changes before navigating away from the screen
• Note: the default (and maximum) duration for a Temporary Officer is 7 days, but a fewer number of days can be chosen if required by adjusting the Skill Tag end date. They will automatically lose access to the Restricted Access customer's record
• Clear out of the customer’s record and wait a couple of minutes before accessing the customer’s record again, to ensure a record locking conflict does not prevent the Centrelink system record from being updated
• Tell the newly appointed Temporary Officer that their access to the Restricted Access customer's record has been arranged

Procedure ends here

The losing Restricted Access Manager must firstly action the record when a Restricted Access customer:

• moves to another address that is not within the current service centre boundary and
• is managed by their local service centre

Is the customer moving temporarily?

• Yes, advise the customer that their current Restricted Access arrangements will remain in place. Update the customer's address details. Procedure ends here
• No, go to Step 2

Is the customer moving interstate?

• Yes, an interstate environment transfer is required first. See Inter-environment change of address (ICoA) transfer of a customer record. Once the transfer has been actioned, return to this procedure. Go to Step 3
• No, go to Step 3

Check the customer's new address and contact the relevant Service Centre Manager for the service centre responsible for the customer's new location by phone. Send an email to National Restricted Access Team with the relevant details.

Complete the steps below while on the phone with the gaining Service Centre Manager.

Select the system being used:

• Select Customer Summary from the Process Direct Landing page
• Key in the customer’s CRN, select Go
• Go to the Restricted access summary (RACS) screen
• Select Edit from the Restricted access application details table
• Service Centre: select the relevant service centre
• Select Next, then Finish to finalise the RA transfer
• Remain on the phone and go to Step 4

• In the customer's record go to the Sensitive Customer Information assignment block in Workspace
• Select Restricted Access Application menu item
• Select the current Restricted Access Application
• Select Edit
• Select the Status field dropdown box and select RA Removed then select Save
• Clear out of the customer’s record and wait a couple of minutes before accessing the customer’s record again, to ensure a record locking conflict does not prevent the Centrelink system record from being updated
• Select Copy to create a new Restricted Access Application
• Select Service Centre and select the designated service centre from the dropdown menu then select Save. Note: the customer’s record will remain unrestricted until this application is assessed and approved by the gaining Restricted Access Manager
• Select RA Application
• Remain on the phone and go to Step 4

Remain on the phone with the losing Restricted Access Manager until completion of the following steps.

If using:

• Process Direct, go to Step 5
• Customer First, locate the customer's Restricted Access Application:
• Go to the Inbox from the Left Hand Menu in Customer First
• In the Search Criteria field, change the Search Type from Agent Inbox to Work Management by selecting it from the drop down box
• Select the Work Item Type Open Input Help icon
• Search for and/or select Work Item Type ZA03 (Restricted Access Application)
• Select Search
• Select RA Application in the Search Results to view the Restricted Access Application
• Accept the job by changing the Status field to Pending Security then select Save
• Go to Step 5

Assess if Restricted Access is suitable for the customer as a change of location may remove the requirement.

Check Notes and the Document List (DL) screen on the customer's record for any Notes/DOCs related to the change of address and view the customer's previous Restricted Access Application for the reason Restricted Access was approved.

Is Restricted Access appropriate for the customer at the new address?

• Yes, go to Step 7
• No, go to Step 6

Select the system being used:

• From the Process Direct Landing page, select > Miscellaneous > Restricted access management
• Key in the CRN and select Go
• The Search results table will display
• Select the CRN hyperlink on the RA Ongoing line to enter the customer's record
• The Sensitive data warning will display
• Select Yes to continue
• Change the Status field to RA Rejected, then select Save
• Select Finish

Go to Step 9

• On the customer's Restricted Access Application, select Edit
• Change the Status field to RA Rejected, then select Save and Back
• Clear out of the customer's record and wait a couple of minutes before accessing the customer’s record again
• Advise the losing Restricted Access Manager that Restricted Access is rejected

Go to Step 9.

The customer's record will remain restricted and can only be access by the National Restricted Access team and the nominated Temporary Officers

• In Process Direct - as customer is to continue to have a Restricted Access record there is no need to remove RA when transferring from office to office.
• In Customer First
• Select Edit
• Change Status field to RA Ongoing, then select Save and Back
• A review will be set for 12 months in advance by default
• Clear out of the customer's record and wait a couple of minutes before accessing the customer’s record again

Note: if the customer has a partner or other customers live with the protected customer, Restricted Access is to be applied to their records to protect the customer's whereabouts.

Advise losing Restricted Access Manager that Restricted Access is accepted.

Losing Restricted Access Manager, go to Step 8

Gaining Restricted Access Manager, go to Step 9.

Transfer of customer's paper file

If the customer's Restricted Access application is:

• not accepted, return the customer's paper file to the Records Management Unit (RMU)
• accepted, the customer's paper file must be sent to the gaining Restricted Access Manager clearly marked 'Deliver Unopened'. The SS355 - File Movement for Deny Access Customer form must be completed and attached to the top of the file. Notify the Records Management Unit (RMU) via the Records Management service request web form that the paper file is being transferred. The Resources page contains a link to the web form

Contact the customer to confirm their record has been transferred to the service centre for their new location, their Restricted Access status is being/has been assessed by the gaining Restricted Access Manager and that the gaining Restricted Access Manager will provide their new contact details.

Procedure ends here.

Contact the customer to confirm their record has been transferred to their service centre.

If the customer's Restricted Access application is:

• not accepted, advise the customer
• that their application for Restricted Access has been rejected and that they may discuss the decision with the Restricted Access Manager or pursue other avenues such as the Commonwealth Ombudsman
• of the security measures in place, including 100% logging of staff access to records. Refer them to the Services Australia website for privacy information. The Resources page contains a link to the Services Australia website
• about future delivery of online letters and messages. See Step 3 in Table 7
• accepted, see Restricted Access and eligibility for advice to the customer about the new arrangements

Once the customer's paper file is received, securely store the file in a lockable cabinet, safe or other suitable location.

A Restricted Access customer's circumstances have changed and they no longer require Restricted Access to their record.

Select the system being used

• From the Process Direct Landing page, select > Miscellaneous > Restricted access management
• Key in the CRN and select Go
• The Search results table will display
• Select the CRN hyperlink on the RA Ongoing line to enter the customers record
• On the Sensitive data warning screen, select Yes to continue
• Change the Status field to RA Removed, then select Save
• Select Finish

Go to Step 3

• In the customer's record go to the Sensitive Customer Information assignment block in Workspace
• Select the Restricted Access Application menu item
• Go to Step 2

On the Restricted Access Application screen, change the Status field to RA Removed

Select Save and Back

Clear out of the customer’s record and wait a couple of minutes before accessing the customer’s record again. This is required to ensure a record locking conflict does not prevent the Centrelink system record from being updated.

Check if the customer receives their letters online.

• If the customer already has a myGov account linked to Centrelink, go to Electronic Messaging and online letters (EMOL) screen. Check their eligibility
• If the customer wants to receive their letters via online, select Update. Ensure they select Yes to the question: 'Would customer like to receive their letters online?'
• If the customer does not have a myGov account, or their Centrelink account is locked or not linked, see How users create a myGov account and link services or Using the myGov Linking Application to help customers access services via myGov

Ask the customer if they would like to subscribe to Centrelink Electronic Messaging. See Centrelink letters online and Electronic Messaging.

Ensure that the customer’s contact details are current, including:

• home and postal addresses
• mobile phone number and
• email address

Record details of removal of Restricted Access and changes on a DOC.

Only staff with appropriate access will be able to search

• Select the Inbox tile
• In the Work Item Search change the Main category to either:
• Restricted access application or
• Restricted access review
• Staff can change the assigned to either Me or My Group or leave it as a global search
• Select Go
• Select the ID link to access the work item

This function is available to RA Managers and RA Administrators only.

• Go to Restricted Service Application from the Workspace
• In the Search Criteria, change one of the left hand drop down selections to Employee Responsible ID
• Select the search icon in the far right search field
• Enter the staff member's logon in the User field. Select Search
• Select the staff member from the results list
• If it appears, remove the Assigned To search field by selecting the minus symbol
• Select Search
• Confirm the correct work item with the staff member. Note: the view for the authorised RA Manager is different to the staff member's view
• Select the ID link to access the work item
• Action access or delegation of the work item

If the National Restricted Access Team determines that Restricted Access is appropriate for the customer, the Restricted Access officer submits a Restricted Access Application in either:

• Process Direct, go to Step 2
• Customer First, go to Step 3

In the customer's record:

• Select Customer Summary from the Process Direct Home Page
• Enter the customer’s Customer Reference Number (CRN), select Go
• Check if the customer has a current postal address (POS). If not, add a postal address. Note: Restricted Access will not apply correctly to the customer’s record if a postal address is not recorded
• Go back to the Process Direct Home Page
• Select Miscellaneous > Restricted access management
• Add the CRN and select Go
• Select Create RA
• The Restricted access application screen will display. Select the following mandatory options using the drop down menus:
• Status - will automatically default to Pending Security. No changes to be made
• Category - defaults to Primary Cust Only
• Result - defaults to Sensitive: Personal
• Reason - select from the available options
• Service Centre - select Service Delivery Supp Customer Response
• RA application decision notes:
• Add additional notes if required, such as the reason the customer is requesting Restricted Access
• If the customer discloses their involvement in a Witness Protection Program do not record this in the notes field, see Witness Protection information
• Customers have the right to request specific information relating to their own record under the Freedom of Information (FOI) Act. When recording information consider that the customer may ask to read their information
• Select Next
• The Dates table will display:
• Start Date: defaults to the current system date
• Due Date: defaults to 3 days from the system date
• Description: defaults to the customer name. It is recommended that this is not changed
• Select Finish
• The Restricted access management screen will display

Go to Step 4.

In the customer's record:

• Check if the customer has a current postal address (POS). If not, add a postal address. Note: Restricted Access will not apply correctly to the customer’s record if a postal address is not recorded
• Go to the Sensitive Customer Information assignment block in Workspace
• Select the Restricted Access Application menu item
• From the RA Search screen, select New from the RA Results List table at the bottom of the screen
• Select Restricted Access Application as the Transaction Type in the pop up window. The Restricted Access Application screen will display
• On the Restricted Access Application screen, select the following mandatory options:
• Status - RA Assessment
• Category - Primary Cust Only
• Result - Sensitive: Personal
• Reason - select from the available options
• Service Centre - code National Restricted Access
• The Start Date field will default to the current system date
• The Due Date field will default to 3 days from the system date
• The Description field will default to customer name. It is recommended that this is not changed
• In the Notes field:
• Add additional notes if required, such as the reason the customer is requesting Restricted Access
• If the customer discloses their involvement in a Witness Protection Program do not record this in the notes field, see Witness Protection information
• Customers have the right to request specific information relating to their own record under the Freedom of Information (FOI) Act. When recording information consider that the customer may request to read their information
• Select Save and Back

The Restricted Access Application will workflow to the National Restricted Access Team as recorded on the Security Data Warning (SDW) screen. The National Restricted Access Team or the Restricted Access Business Administrator security role can select the application and finalise the application.

Where an assessment cannot be made immediately, the National Restricted Access Team will contact the customer by phone (from a private number) to advise of the decision.

Tell the customer if the Restricted Access is granted:

• If the customer has a partner, Restricted Access will also be applied to the partner’s record. This is because the customer's information is accessible via the partner’s record
• Other customers who reside with the protected customer may also need to have Restricted Access applied to protect the customer's whereabouts

If the application is granted, the customer will be asked to provide a verbal declaration of their acceptance of Restricted Access Acknowledgement obligations.

Remind the customer:

• Restricted Access will not preclude them from the normal requirements for the payment type, including reviews. Note: job seekers who have Restricted Access applied are eligible for an exemption from their mutual obligation requirements
• access for self-service, online letters and Electronic Messaging need to be considered and locked or unsubscribed as required. To lock self service, see Centrelink self service – access status, locking and unlocking

If the application is not successful, tell the customer they may discuss the decision with the National Restricted Access Team Manager or pursue other avenues such as the Commonwealth Ombudsman.

To assess and finalise an application, go to Table 8.

Process Direct

• From the Restricted access management screen, complete the following fields:
• Main category: Restricted access application
• Status: Pending security
• Enter CRN: key the customer's Customer Reference Number (CRN) (if known)
• Select Go
• The Search results table will display
• Select the CRN hyperlink on the RA Ongoing line to enter the customer's record
• The Sensitive data warning window will display
• Select Yes to continue
• Select Edit
• Change the Status field to Pending Security
• Select Next and Finish

Customer First

• Go to Workplace
• Select Restricted Access Application from the Sensitive Customer Information box on the customer record
• Select Edit
• Change the Status field to Pending Security
• Select Save

Check that a postal address is recorded for the customer.

Determine if Restricted Access is suitable for the customer.

Is Restricted Access suitable for the customer?

• Yes, go to Step 2
• No, go to Step 4

Phone the customer and read them the verbal declaration - Customer Restricted Access acknowledgement script:

'A computer access protection system has now been added to your computer record. It will restrict access to your computer records to all staff other than those authorised to access your record.

You agree to undertake the following obligations:

• You will contact the Restricted Access phone number for all your Centrelink business. Other Centrelink staff are now unable to help you with your enquiries. The National Restricted Access Team may refer you to other authorised specialist officers
• You agree not to give this number to any other person
• You understand that Restricted Access may cause delays in processing changes to your records
• You will notify any changes in your circumstances within 14 days
• You understand that Services Australia matches information with other government departments and agencies, and that your information will be matched and may be given to other departments and agencies
• You understand that Restricted Access only applies to information held by Services Australia. You will advise other government departments and agencies, that you deal with, that your personal information needs additional protection
• You understand that your continuing eligibility to Restricted Access will be reassessed on a regular basis and that you can elect or we may decide to remove Restricted Access at any time
• You agree to meet the legislative and policy requirements for your respective payments

Ask the Restricted Access customer if they live with other people. If so, tell them they may need to discuss the Restricted Access with the person/people they live with.

Tell the customer, if they accept their Restricted Access obligations and their record is restricted, their partner's record will also be placed on Restricted Access.

Ask the customer if they accept their Restricted Access obligations.

Does the customer accept their Restricted Access obligations?

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

Process Direct

• From the Process Direct Home Page, select Miscellaneous > Restricted access management
• Add the CRN and select Go
• The Search results table will display
• Select the CRN hyperlink on the RA Ongoing line to enter the customer's record
• The Sensitive data warning window will display
• Select Yes to continue
• The Restricted access summary (RACS) screen will display
• From the Restricted access application details table, select the RA assessment hyperlink
• Change the Status field to RA Ongoing
• Select Next and Finish. A review will be set for 12 months in advance by default

Customer First

• On the customer's Restricted Access Application screen:
• Select Edit
• Change Status field to RA Ongoing
• Select Save and Back. A review will be set for 12 months in advance by default

Clear out of the customer’s record and wait a couple of minutes before accessing the customer’s record again. For help to add a Restricted Access officer, see Administration of Restricted Access.

Go to Step 5.

Advise the customer their application for Restricted Access has been rejected and that they may discuss the decision with the Restricted Access manager or pursue other avenues such as the Commonwealth Ombudsman.

Process Direct

• From the Process Direct Home Page, select Miscellaneous > Restricted access management
• Add the CRN and select Go
• The Search results table will display
• Select the CRN hyperlink on the RA Ongoing line to enter the customer's record
• The Sensitive data warning window will display
• Select Yes to continue
• The Restricted access summary (RACS) screen will display
• From the Restricted access application details table, select the Status field that has RA assessment
• Change the Status field to RA Rejected
• Select Next and Finish

Customer First

• On the customer's Restricted Access Application screen:
• Select Edit
• Change the Status field to RA Rejected
• Select Save and Back

Procedure ends here.

Create a closed Note/DOC in either:

Process Direct - use Notes

Customer First - use Fast Note- select Auto text, use Generic > Restricted Access > Restricted Access verbal acceptance. Confirm

Tell the customer their record is now restricted and can only be accessed by authorised officers and other authorised temporary officers.

Does the customer have a partner?

• Yes, go to Step 6
• No, procedure ends here

In the partner's record, check if the partner has a current postal address (POS). If not recorded, add a postal address. Note: Restricted Access will not apply correctly to the partner's customer record if a postal address is not recorded.

Create and grant Restricted Access in either:

• Process Direct, go to Step 7
• Customer First, go to Step 8

• From the Process Direct Home Page, select Miscellaneous > Restricted access management
• Add the CRN and select Go
• The Search results table will display
• Select the CRN hyperlink on the RA Ongoing line to enter the customer's record
• The Sensitive data warning window will display
• Select Yes to continue
• The Restricted access summary (RACS) screen will display
• Select Create RA
• The Restricted access application screen will display. Select the following mandatory options using the drop down menus:
• Status - RA Assessment
• Category - defaults to Primary Cust Only
• Result - defaults to Sensitive: Personal
• Reason - select from the available options
• Service Centre - select Service Delivery Customer Portfolio
• RA application decision notes:
• Add additional notes if required, such as the reason the partner is on Restricted Access
• If the customer discloses their involvement in a Witness Protection Program do not record this in the notes field, see Witness Protection information
• Customers have the right to request specific information relating to their own record under the Freedom of Information (FOI) Act. When recording information consider that the customer may ask to read their information
• Select Next
• The Dates table will display:
• Start Date: defaults to the current system date
• Due Date: defaults to 3 days from the system date
• Description: defaults to the customer name. It is recommended that this is not changed
• Select Finish
• The Restricted access management screen will display
• From the Process Direct Home Page, select Miscellaneous > Restricted access management
• Add the CRN and select Go
• The Search results table will display
• Select the CRN hyperlink on the RA Ongoing line to enter the customer's record
• The Sensitive data warning window will display
• Select Yes to continue
• The Restricted access summary (RACS) screen will display
• From the Restricted access application details table, select the RA assessment hyperlink
• Change the Status field to RA Ongoing
• Select Next and Finish. A review will be set for 12 months in advance by default
• Create a closed Note
• Clear out of the partner's record and wait a couple of minutes before accessing their record again. For help to add Restricted Access officer, see Administration of Restricted Access

Procedure ends here.

• Go to the Sensitive Customer Information assignment block in Workspace
• Select the Restricted Access Application menu item
• From the RA Search screen, select New from the RA Results List table at the bottom of the screen
• Select Restricted Access Application as the Transaction Type in the pop up window. The Restricted Access Application screen will display
• On the Restricted Access Application screen, select the following mandatory options:
• Status - RA Assessment
• Category - Primary Cust Only
• Result - Sensitive: Personal
• Reason - select from the available options
• Service Centre - code National Restricted Access
• The Start Date field will default to the current system date
• The Due Date field will default to 3 days from the system date
• The Description field will default to customer name. It is recommended that this is not changed
• In the Notes field:
• Add additional notes if required, such as the reason the partner is on Restricted Access
• If the customer discloses their involvement in a Witness Protection Program do not record this in the notes field, see Witness Protection information
• Customers have the right to request specific information relating to their own record under the Freedom of Information (FOI) Act. When recording information consider that the customer may request to read their information
• Select Save and Back

On the partner's Restricted Access Application screen:

• Select Edit
• Change Status field to RA Ongoing
• Select Save and Back. A review will be set for 12 months in advance by default
• Clear out of the partner's record and wait a couple of minutes before accessing their record again. For help to add Restricted Access officer, see Administration of Restricted Access