Managed Service Plan (MSP) - Implementing 104-07050030

Once an MSP is approved the customer must be advised of the decision to implement it. Every attempt must be made to contact the customer by phone to explain the MSP including:

• the reasons for implementation
• the duration of the MSP
• the way the customer can interact with Services Australia

Note: there may be exceptional circumstances when it is appropriate to notify the customer in writing only. In these cases, the reason must be recorded as a note in the MSP.

When telephone contact is unsuccessful, sending an MSP SMS through desktop messaging should be considered (Centrelink customers only).

The customer must also be notified of the MSP in writing.

The delivery method for the letter is decided by factors including but not limited to:

• if the MSP is provisional or long-term
• the inclusion of service channel restrictions and type
• the confirmed behaviour type recorded in the triggering incident

If a customer attends a service centre in breach of a service restriction, this may be an offence under the relevant trespass laws and further actions may be taken. See Process for more details.

Staff/security guards must not exit the premises to hand the letter to the customer.

Australia Post Priority mail delivery

Australia Post Priority mail:

• is faster than regular letter service
• generally takes 2 to 4 business days depending on the origin and destination
• does not require a signature on delivery

Process Server delivery

In serious cases, where it is confirmed the triggering incident includes assault, attempted assault or actual stalking, the letter must be handed directly to the customer by police or a Process Server.

If police issue the MSP letter to the customer, this must be recorded in the MSP.

Where a letter is to be served by a Process Server, the Face to Face Service Delivery Support Team (FTF SDST) will upload the letter and referral form to SIGBOX, the approved secure document portal, for retrieval by the Process Server provider. If the letter:

• is served, the Process Server will complete an affidavit of service to record delivery and upload the affidavit to SIGBOX for the agency to access
• cannot be served, the Process Server supplier will refer the matter back to the agency and provide a report outlining the outcome of the service attempts

Note: other customer aggression letters that are not related to implementing or reviewing an MSP must be sent by Priority mail. This includes:

• behaviour warnings
• invitations for customers to participate in their MSP review
• restriction reminders

MSP letters for incidents occurring while delivering Child Support services

Under Child Support legislation, information collected by the agency in the performance of duties is protected information. Where protected information is disclosed for the purpose of a Process Server referral, the authority for that disclosure must be documented in the MSP. The record must show that the decision to disclose information was:

• appropriately considered under Work Health and Safety legislation, and
• authorised under Child Support legislation

The key requirements are to:

• record the reasons for deciding to disclose information to an external Process Server
• record and store this information in a consistent manner and location (servicing arrangement note)

See Process for more details.

An MSP will end on the end date of the MSP recorded in the Customer Incident Management System (CIMS). The customer will return to standard servicing arrangements unless a decision is made to extend or vary the MSP via a review.

See Managed Service Plan (MSP) - Reviewing.