Standards for helping customers complete claims and forms 106-02030000

Helping customers to complete forms is central to Services Australia's principles of being simple and helpful. The type of help offered will vary depending on the customer’s needs.

In all cases (except Medicare claims) where support is given, a DOC must be recorded on the customer's record stating the:

• type of assistance provided (that is, completing the full form or individual questions)
• language interpreted (if an interpreter was used)

For Medicare claims, make a note on the claim form (MS014) or complete a VG4 form noting that the customer is unable to sign or complete the form independently and the reason why. A comment should also be recorded in the personal tab of the claimant’s CDMS. See the Resources page for a link to the forms.

Staff should not help customers complete the Private Company form (MOD PC). Information needed for this form is only available from those who know the company’s details. The customer should be directed to the company tax agent or accountant for help and consider having them complete the form on their behalf.

When a customer lodges a Tax File Number application at a Service Centre, staff must help the customer to make sure the form is completed correctly. For more information, see Obtaining and coding a Tax File Number (TFN).

Service Officers can help complete claim forms for customers who:

• are vulnerable (for example, those with a disability or customers with language barriers)
• ask for help (or where the Service Officer in the Service Centre identifies that the customer is not able to complete the form on their own)

If the customer cannot fill out the form, it can be completed for them. Always confirm the customer’s identity.

Note on the form (or for Medicare complete a VG4 form) that the customer is unable to complete or sign the form and reasons why.

An interpreter must be provided for customers who need one. This will make sure the customer fully understands the information they are providing and what they are signing.

Customers who cannot sign their name can write their name in block letters or use the script of their preferred language. The customer's signature should be accepted regardless of the script and there is no need to have it witnessed by a third party.

Customers who use a mark (for example, a cross) to sign their name must do this in front of a service officer. If the customer uses a mark, or cannot write, they will need to confirm their identity using one of the following:

• current driver licence
• current passport or ImmiCard
• Health Care Card
• Pensioner Concession Card, or
• proof of age card

Service Officers should tell Centrelink customers about nominee arrangements.

For Medicare claims, make a note on the VG4 form that the customer is unable to sign the form and the reason why.

Centrelink

Customers who cannot complete a claim form due to a disability may have the form completed on their behalf by a responsible person, such as a relative or friend who knows their circumstances.

The Service Officer processing the claim must verify the customer's existence before it is finalised. This can be done through contact with a third party such as a doctor, social worker etc.

Details of the person who completed the form must be included on the claim form, and both they and the customer must sign it. If the customer is unable to sign, they must either:

• make a mark in front of a Service Officer, or
• provide (or have provided on their behalf) verification from a medical or health professional that they are unable to sign

If another person has completed the claim, nominee arrangements should be explained.

Medicare

Where a customer is unable to sign the claim form and has an appointed Power of Attorney, Legal Guardian or Administrator, or an Authorised Representative for Medicare arrangement is in place, the appointed person or authorised representative may sign on their behalf.

Where a Power of Attorney, a Guardianship Order, an Administration Order or an Authorised Representative for Medicare arrangement is in place, a full security check is not required. Before processing the claim Service Officers must check under the Entitlements tab in CDMS that the:

• Power of Attorney, Guardianship Order, Administration Order or Authorised Representative for Medicare arrangement is still operative
• Power of Attorney, Legal Guardian, Administrator or Authorised Representative for Medicare named in CDMS is the one lodging the claim for the claimant with a disability, and
• CDMS notes authority for that individual to claim a Medicare benefit on the claimant’s behalf

If not, the claim cannot be processed. Where changes are required to an existing order, or a new order is sighted, refer to Power of Attorney.

For more information see Patient claim requirements for payment of Medicare benefits.

Organisations or carers (who do not hold Power of Attorney, a Guardianship Order, an Administrative Order, or are not an Authorised Representative for Medicare) can lodge claims on behalf of a customer who is unable to complete the form. For example, a carer for a person with a disability living at home, or the elderly. The Medicare benefit can only be paid to the bank account currently recorded on Medicare CDMS.

Carers can sign forms, however they must clearly indicate that the signature is not that of the customer. Service Officers must record a processing note in PaNDA to state that the claim form is signed by a carer and not the claimant. They must make sure the correct claimant is recorded when processing these claims.

There is no conflict of interest in helping a customer complete a form, as long as the staff member is asking the questions and directly recording the customer's answers. A Service Officer's role is not to interpret and reword a customer's responses. They must explain the question and transcribe exactly what the customer has answered.

Service Officers must make sure that claims are received in accordance with the claim lodgement conditions. This includes making sure that the customer understands what information Services Australia needs and why.

A Service Officer must not send a customer away if they cannot complete a form because of limited English language skills or if the customer is having communication issues. The customer must not be told to use a family member, friend, community agency or other third party to complete agency forms.

Where language is a barrier, the best option is for a staff member receiving Community Language Allowance (CLA) to directly help the customer. If a CLA recipient is not available in the customer’s preferred language, the Service Officer must use an interpreter (on-site block interpreter or telephone on-demand interpreter) to assist.

Centrelink customers may have a nominee arrangement in place so someone else can act on their behalf with Centrelink.

Some vulnerable customers do not have anyone to assist them and may benefit from a referral for additional support.

Multicultural Service Officers (MSOs) conduct outreach and liaise with community agencies to inform customers from CALD backgrounds of the agency's programs, payments and services. If staff need cultural advice, assistance in referring the customer to community services or help engaging an interpreter, they can contact their local MSO. MSOs can be found on Office Locator:

• Search for the customer’s service centre in the 'Office/Town’ field
• Select the appropriate service centre
• Scroll to the ‘Teams at (office)’ link
• Select ‘specialists’. The MSO's name and contact number will be listed

See the Resources page for a link to the Office Locator.