Updating gender details on customer records 102-08020000

Customers can ask to update gender details on their record. A person may identify with a gender other than the sex they were born with, or they may be non-binary.

The sex or gender recorded on a customer's birth certificate does not need to be changed to identify the person's gender for Services Australia.

When helping customers update their gender details, be aware:

• a person's sex and gender may not be the same
• of the need to address the customer by their appropriate name and title. Staff must avoid misgendering (using incorrect personal pronouns) or 'deadnaming' (using previous names) as these actions can cause distress and offence to customers
• customers may use a diverse range of pronouns. While pronouns cannot be recorded on the system Service Officers should be mindful to use appropriate pronouns where the customer makes it known

Staff can refer a customer to a social worker if the customer is distressed or needs extra help.

Customers must tell each service delivery brand if they want to make changes to their record. Evidence requirements for updating gender are different across the agency.

Centrelink may request evidence in circumstances where it is required to supply verification under an international agreement or for a foreign pension claim. Staff should refer to International Services (CIS) for further information.

There may be cases where the gender of the child was incorrectly recorded when the child was originally added to the customer’s record. If it is clear that the gender of the child was coded incorrectly refer to Change Child (CCH) screen. Staff must transfer all other child gender enquiries and updates to the appropriate team. Refer to the Process page.

A principal carer of a child can ask to change the gender details of children. A child may identify with a gender other than the sex they were born with, or they may be non-binary.

Note: staff can use the terms carer, primary carer, principal carer, foster carer or grandparent for the purposes of this Operational Blueprint. This is in circumstances where the person advising has parental responsibility for the child.

The sex or gender recorded on a child's birth certificate does not need to be changed to update the child's gender with Services Australia.

When discussing child gender enquiries with a customer, be aware:

• a child’s sex and gender may not be the same
• to address the child’s appropriate name and title. Staff must avoid misgendering (using incorrect personal pronouns) or 'deadnaming' (using previous names) as these actions can cause distress and offence to customers
• customers may use a diverse range of pronouns. While pronouns cannot be recorded on the system Service Officers should be mindful to use appropriate pronouns where the customer makes it known
• a child’s gender details cannot be updated online

Staff can refer a customer to a social worker if the customer is distressed or needs extra help.

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