About Initial contact and Identity Confirmation 106-01000000
Expand allThis document outlines how to direct and guide a customer's enquiry by providing relevant products and packages to best suit their circumstances.
Assess customers during initial contact
A customer may make initial contact with Services Australia in writing, in person, 
online or by phone. When a customer contacts the agency seeking assistance, they need only present with a knowledge of their circumstances.
The agency will assess the customer's personal circumstances, so that the package of products and services best suited to helping the customer may be offered. Those seeking assistance will be advised of the various relevant payments and services available, as well as eligibility criteria, processes for new claims and how the start day of a payment is determined.
A customer who is not currently entitled to payment, for example, the customer is still employed, a newly arrived migrant, a tourist etc, should be advised about the Jobsearch facilities available to all Australians.
Voluntary Indigenous Identification
The Voluntary Indigenous Identification (VII) question is asked to identify a customer's Aboriginal and/or Torres Strait Islander status. Information about a customer’s Aboriginal and/or Torres Strait Islander status assists government to make decisions about policies, funding and services and helps to ensure that services are delivered where they are most needed. The agency also uses this data to provide improved and targeted services for Aboriginal and/or Torres Strait Islander customers. Note: do not ask the customer to provide proof of their Aboriginal and/or Torres Strait Islander status.
Occasionally, ABSTUDY may request proof of heritage. This process is separate to a customer requesting to identify as an Aboriginal and/or Torres Strait Islander person through the VII process.
Service Officers must ask customers whether they wish to identify as an Aboriginal and/or Torres Strait Islander person when:
- a new customer registers for Centrelink or Child Support services or enrols in Medicare
- a customer's Aboriginal and/or Torres Strait Islander status has not been recorded
Service Officers must advise customers that:
- responding to the VII question is voluntary
- the VII question assists government to make decisions about policies, funding and services as well as deliver targeted services
- their status can be updated at any time. Note: where a customer wants to remove their Aboriginal and/or Torres Strait Islander identifier from their records, Service Officers can update using the 'Not Stated' option
Record the VII indicator in the Other Contact Detail (OCD) screen in the customer record in Customer First.
Related links
Contact in relation to an intended claim (CLK)
Identifying a package of services for a recently separated parent
First Contact Service Offer (FCSO) workflow
Timeliness Standards - Claims processing
Start Day and Waiting Periods (CLK)
Claiming income support payments from Centrelink
Eligibility for Centrelink Payments
International Social Security Agreements
Web and alternative accessibility assistance for customers