Address, Accommodation and Contact Details (AAC) work items 108-25021033

Address & Accom work items are separate from the AAC - Customer Task work items. If both work items are allocated, both must be actioned.

When either of the work items are allocated:

• all related transactions must be completed
• only place the work item on hold with a suitable due date, after all appropriate action is completed, and/or where Operational Blueprint advises

This type of work item is for a non-new claim transaction that requires follow up action. It is created when:

• a customer has been asked to provide documents as part of an online AAC update. The requested documents have either:
• been returned and require processing, or
• have not been returned and the customer's payment may need to be suspended/cancelled
• an online Address, Accommodation and Contact details (AAC) update needs the customer to complete a task or action. The work item allocates when:
• customer has completed the task, and
• information given needs processing

It is separate from the address and accommodation update. When allocated both must be actioned.

Address & Accom - Update work items may include changes to any combination of these details:

• home, postal, temporary, term address
• accommodation
• telephone or email address
• sharer/s

This type of work item is for a non-new claim transaction that requires processing. It is created when a customer's online AAC update cannot finalise automatically.

These transactions must be processed manually.