Aliases and other names (legal, preferred, sex and gender diverse customers, cultural considerations etc) 102-04010030

If a customer asks to change a legal name for themselves or their children, see Changing the legal name of customers or their children.

Staff must record a customer’s full legal name in line with Centrelink Naming Convention rules when:

• creating a new Centrelink customer record (CRN)
• making updates to a customer’s legal name

Use the customer's name on the preferred name field in all verbal contact.

A preferred name must not intend to deceive. If there is doubt about coding a preferred name, ask for evidence of its use in the community. Evidence may include documents in the preferred name sent from a:

• financial institution
• medical fund
• employer, or
• motor registry

Important Note: Sex and gender diverse customers

The term 'preferred name' can cause distress for some people.

For example, when a customer is undertaking a gender transition, or identity affirmation process, they may find the term 'preferred name' offensive. As part of their gender identity affirmation, a person may use their affirmed name due to costs associated with changing a legal name. Customers may use their affirmed name before progressing to updating it legally.

A customer can provide their affirmed name and title. Staff can update the affirmed name and title without a supporting document using the preferred name field.

A customer can request that we do not use a courtesy title such as Miss, Mr or Mrs.

Services Australia is committed to applying the Australian Government Guidelines on the Recognition of Sex and Gender. See the Resources page for a link. Service Officers should consult with a team leader if they need further guidance in supporting sex and gender diverse customers.

Report Suspected Fraud, where suspected.

To help establish proof of record ownership, code all names used by the customer on the record. Locate the correct record to reduce fraud, intertwined and multiple records.

Parents, carers and foster carers may call children by different names. Record these names, if known, as an alias/also known as (AKA) on the child's record. This reduces the risk of creating multiple child records.

If the child is known as Junior (Jnr) and this is not their registered legal name, the name can be recorded as an alias/also known as (AKA) on the child's record; example John Person Jnr.

When a customer uses only 1 name, ask for evidence of its use in the community. For example, documents issued by other institutions and agencies that use the single name.

Record the single name in the Family name: field on the CPDS screen. Leave other name fields blank.

Note: for Identity Confirmation purposes, only record the name displayed in the Family Name: field in the Identity Confirmation Dashboard.

When a customer's child is legally known by only 1 name, a system workaround is currently in place for the coding the single name. Record the single name in both the Family name: and First name: fields the on the Change Child (CCH) screen. This will ensure the child's name displays correctly on written correspondence.

If a newborn child is not yet named, code the first name as 'Newborn' until a name is chosen. This will remain on the Change Child (CCH) screen as an AKA name.

Note: do not record an unnamed child's first name as boy or baby. These are legal first names in some ethnic groups. If in doubt, contact the customer to confirm the child's legal first name.

Names previously used by a customer should remain on their record as historical names. If the customer asks to remove a name from their record due to security concerns, consider if Restricted Access or customer password processes are appropriate.

Recording accurate name variations and aliases on a customer's record helps:

• Reduce fraud - a customer can change names an unlimited number of times
  Note: numerous name changes may indicate an intention to defraud. Report Suspected Fraud, where suspected
• Improve data match results - for example, obtain correct visa and travel details between the Department of Home Affairs and the agency
• Effective operation of the Department of Home Affairs datalink. The datalink locates travel records for children travelling on a parent's passport. It is only effective if agency records contain exact spelling of customer and child names
• Reduce the risk of multiple and intertwined records

Names that contain hyphens or apostrophes must not contain spaces. For example, coding 'Anne-Maree' as ‘Anne – Maree' means it will not be found when searching for a record.

Straightforward corrections to names can be actioned at the first point of contact. These updates include spelling corrections or name recorded in incorrect order. See Customer's name incorrectly recorded.