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Customer's name incorrectly recorded 102-08010010

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To reduce the risk of fraud and the creation of multiple and intertwined records, ensure the record to be updated is the correct one. Before making updates, verify Proof of Record Ownership by asking authentication questions.

This document outlines the process to follow when correcting the recorded name of a customer or the name of a child under 18 in the customer's care.

Correcting a name

Corrections to names can be actioned at the first point of contact if the correction is straightforward. If the customer requests a change of name for themselves or for a child under 18 in their care, see Changing the Legal name of customers or their children.

Examples of straightforward name corrections include:

  • spelling errors, for example, Stehpen instead of Stephen
  • adding middle names not previously included, or where only initials have been used
  • names are ordered differently, for example the family name may appear first and the given name second. See the Multicultural Guide for further details

Note: correction to a name on one record will update display on the Link Summary (LS) screen of another linked record, such as a customer and a nominee or carer/care receiver.

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

Changing the Legal name of customers or their children

Centrelink customer has multiple Customer Reference Numbers (CRN)

Intertwined Centrelink records

Updating gender details on customer records

Multicultural Guide

Authenticating a Centrelink customer