Skip to navigation Skip to content

Customer's name incorrectly recorded 102-08010010

Expand/Collapse all sectionsExpand all


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.

Customer's name incorrectly recorded

Step

Action

1

Customer contacts about the incorrect recording of name + Read more ...

Determine if the request is for a straightforward correction, for example, spelling error, missing/incomplete middle name or name is in the wrong order.

Note: diacritics or accent signs (for example, ä) in the customer’s name cannot be coded. Code the name without diacritics and include a Display on Access (DOA) DOC to note the differences in spelling.

If the request is:

2

Code correct name details + Read more ...

Note: standalone customer name updates are to be completed in Customer First. Updates as part of a new claim can be completed in Process Direct.

Follow the Centrelink Naming Convention.

Code CPD in Nxt: field or select customer details from the CPDS.

  • Leave the Event Date: field because the correction should be from the date the customer's details were last changed
  • Update the necessary fields with the correction - Surname, First Name/Initial, Middle Name field/s
  • Key Source: field, for example, PHO (phone), COS (Counter Statement)
  • Key Date of Receipt: field, for example, the date information received
  • Press [Continue]

The corrected name will now show on the CPDS screen.

  • Press [Continue]

An activity will now show on the Activity List (AL) screen.

  • Select the activity and code AR in the 'Nxt:' field
  • Press [Continue]
  • The Assessment Results (AR) screen will show. In Notes: field explain why the name was corrected
  • Select the Finished: field and code 'Y' for finished
  • Press [Continue]

Record details of action taken and updates made on a DOC.

Note: correction to a name on one record will also update on records linked to it. Linked records may include a customer and a nominee or carer/care receiver.

Procedure ends here.

3

Correcting a child's name + Read more ...

Note: standalone child name updates are to be completed in Customer First. Updates as part of a new claim can be completed in Process Direct.

Follow the Centrelink Naming Convention.

In the customer's record:

  • 'S'elect the child from the Child Selection (CHS) screen and press [Enter]
  • From the Child Task Selector (CHTS) screen 'S'elect the Change Child: field and press [Enter]
  • Correct the child's name then fill in Source, DOR and type 'C' for Correct in the Action field, press [Continue]
  • Go to the Assessment Results (AR) screen, type a message on the Notes: field, explaining details regarding name correction. 'S'elect the Finished: field and code 'Y' for finished
  • Press [Continue]

Record details of action taken and updates made on a DOC.