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Inter-environment Change of Address (ICoA) facility hints 102-03020080

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This document outlines some general points to consider when starting and monitoring the progress of an Inter-environment Change of Address (ICoA). 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 ICoA facility is used to transfer records between environments.

Delay or prevention of transfer

As the ICoA facility requires action in two environments, there are various factors which can delay or prevent the transfer being finalised. This requires regular monitoring of the activities to ensure all appropriate action is taken until a transfer finalises. When a transfer is delayed for no obvious reason see Inter-environment Change of Address (ICoA) facility problem escalation process.

Customer requests review officer bypass

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. Further information regarding transferring the customer record to the gaining environment in this instance can be found on the Inter-environment change of address (ICoA) transfer of a customer record page.

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

Inter-environment change of address (ICoA) transfer of a child record

Inter-environment Change of Address (ICoA) facility edits