Changing the legal name of customers or their children 102-08010000

A customer can request a name change:

• If their relationship status has changed. For example, they have partnered or separated
• Gender expression - to align with their affirmed gender
• Where a child (under 18) is assuming a parent's family name
  Note: written consent from the other parent or a court order is required
• To protect themselves from a third party by changing all reference to their current name
• Where they have chosen to legally change their name for personal reasons
• Where an unnamed newborn child has now been named
  Note: the child's name will have been recorded as 'Newborn'
• To correct spelling errors

If the customer asks to change their Preferred Name, Also Known As (AKA), Aboriginal or Torres Strait Islander Traditional Name, see Aliases and other names (legal, preferred, sex and gender diverse customers, cultural considerations etc.).

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, Mx 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. Consult with your team leader if you need further guidance in supporting sex and gender diverse customers.

A customer’s legal name appears in all written and online communication. Where a customer has a preferred name, this will be used when speaking with them.

If the customer asks to change their legal name, they must provide in person, one of the following original and unaltered supporting documents issued by Births, Deaths and Marriages (BDM):

• Australian Marriage certificate for surname changes only - Australian ceremonial certificates are not acceptable
• Certificate of Name Change
• Birth certificate - to support a child's legal (LGL) name
• Reissued birth certificate in the new name

Note: customers who marry in Australia can take their partners name, or both can choose to hyphenate their surnames. An Australian Marriage certificate is sufficient evidence for this change.

Legal name prior to marriage

• If the customer requests to change their married legal (surname changes only) name back to their birth or maiden name, and this name was coded as a historical legal name on the Customer Person Details Summary (CPDS) screen, no supporting evidence is required
• Original, unaltered supporting evidence must be supplied if the customer’s birth or maiden name has never been coded as their legal name

Change of name overseas/non-citizen change of name

Staff must refer these change of name requests to the Customer Details Helpdesk. Documents should be uploaded or scanned to the customer’s record.

• Australian citizens who travel overseas to get married will need to contact their relevant Birth, Deaths and Marriages to change their name. The Certificate of Name change, or a birth certificate issued in the new name can then be used as the supporting document to update their legal name
• Australian citizens who are born overseas and live overseas and become married or partnered overseas, may request to have their Australian Passport re-issued when they are overseas in their married name. When these customers ‘return’ to Australia and ask to change their legal name, they must provide an Australian Passport (verified) and foreign marriage certificate when an Australian equivalent certificate is not available
• Australian Visa holders (non-Australian citizens) who ask to change their legal name must provide a foreign passport with a current Australian Visa (verified) in their new name. They should also provide a document (Australian or foreign) linking the new name to their previous name, such as marriage certificate or change of name certificate

Note: supporting documents must be presented in person and be original and unaltered.

When a customer uses only one name (or multiple first names with no surname), 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 one name, a system workaround is currently in place for 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.

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.

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

See Resources for more details.

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

A legal name update to one myGov member service will not flow to another member service. The customer is required to change or update their legal name directly with each member service. See Using myGov accounts.

Alternate arrangements are in place for customers who are unable to attend a service centre in person if they are affected by a current natural disaster emergency management event