Lodgement and processing arrangements for Reporting Statements when self service reporting is unavailable 001-09040100
Expand allThis document outlines the process when a customer contacts to report their employment income, participation details or changes to their circumstances because either or both of the self service channels (online, Express Plus application or phone) are unavailable.
Arrangement during self service outage
If a customer contacts about lodgement arrangements when the self service channels are unavailable, it is necessary to check if the outage is due to extreme circumstances, such as floods or other natural disasters. If this is the case, lodgement and processing arrangements for Reporting Statements in special circumstances are followed.
When only one self service channel is unavailable and the customer is registered for both channels, they are advised to report via the available channel in the first instance.
If the outage has meant that both self service channels are unavailable and it is expected they will be available again in the short term, the customer is to be advised to try again in half an hour.
If it is a longer term issue, Reporting Statements for self service reporting customers can be processed by the Service Officer by asking the appropriate questions. Details of the conversation with the customer must be documented on the customer's record.
Where the Service Officer has processed the report for a customer who regularly reports via self service, a Reporting Statement (SU19) form is not required to be completed by the customer.
The Resources page contains links to Operational Messaging, Network News Update (NNU) and Office Locator.
Related links
Reporting requirements when a job seeker compliance investigation is outstanding
Recording and correcting employment income details
Reporting using Phone Self Service option
Centrelink self service – access status, locking and unlocking
Accessing and using Centrelink self service