Inter-environment change of address (ICoA) transfer of a customer record 102-03020020

The Centrelink computer system divides Australia into a series of geographically based environments. When a customer changes their address from one environment to another, their computer file record must also be transferred. The Inter-environment Change of Address (ICoA) facility is used to transfer records between environments. This procedure explains how ICoA works for the transfer of a record of a customer.

Before starting the ICoA activity:

• Check and clarify customer circumstances (such as income, assets, children, partner, Centrepay) by locating the customer record in the current environment. Note any details that require changes. Also, check if the customer has an existing record in the gaining environment by coding the Customer Reference Number (CRN) in the gaining environment, to ensure that the transfer has not already been actioned
• Check if the customer is a job seeker and moving interstate or changing environments within their state
• Check if the customer is receiving Carer Payment and/or Carer Allowance

Every customer's address (including postal address) and phone contact details (including mobile phone numbers) must be checked at every contact, and updated if required.

Note: if the customer has authenticated themselves via Interactive Voice Response (IVR), address details do not need to be confirmed.

If a customer or their partner, who are in receipt of a payment (current or suspended), is transferring into or out of Environment I, Centrelink International Services (CIS) staff must cancel the record prior to the ICoA action. See Return to Australia procedures for Service Centre and Smart Centre staff. If they are not in receipt of any payments then the transfer can be completed by any Service Officer.

If the customer record is in Environment Y, see Environment Y for inactive deleted and deceased customer records.

It should be noted that an Inter-environment transfer fails, with error code 'EO761T, Appeals Incomplete ODM Reconsideration exists', where the review officer reconsideration is bypassed at the customer's request. Instructions to transfer the customer record to the gaining environment in this instance are contained in Table 3, Step 1.