Return to sender (RTS) mail for Centrelink 102-10030010

When mail is returned to Centrelink, the customer will either have:

• their payment automatically suspended or cancelled whereabouts unknown (WUK), or
• a ZCOC_RTS_PD work item created where they are identified as vulnerable. Staff:
• must make sure the customer has a current address recorded where they can receive their mail
• must not cancel the ZCOC_RTS_PD work item without actioning it
• will receive feedback if the correct process is not followed

Has a person contacted because they received mail for someone else?

• Yes:
• See Handling misdirected correspondence
• Procedure ends here
• No, go to Step 2

Work item allocated in:

• Process Direct, go to Step 3
• Customer First, this must be actioned in Customer First, see the Customer First subtab

The Transaction Summary (TS) screen will display with a Transaction ID shown in the Process Direct header.

• Do not start coding before selecting Process as this will result in errors
• Select Process to view the Errors (SWE) screen, go to Step 4

On SWE screen the following screens are pre-selected:

• Document List (DL)
• History Summary (HS)
• Address (AD)

The above screens are mandatory and will assist with the initial investigation into the whereabouts unknown work item and what action is required.

Select Next.

• On the Document List (DL) screen select Document list/notes
• Locate and open the RTS DOC
• Take note of the following, to help with locating the returned mail and determining action required:
• Details of the letter/form
• Unique Letter ID. The first 10 digits are needed
• Date of returned mail
• Any text on the Note that will provide more details, such as who the letter was addressed to (nominee or customer)

Note: staff may need to search a few days each side of the date. This is because the letter date on the Note and the letter date on the system do not always align.

If the customer has a nominee, check both the customer and nominee records for the correspondence.

Mail may be located any of the following systems:

• Process Direct
• Customer First
• Archiving and Culling Engine (ACE)

Staff must systematically check each system until the original letter is located.

Process Direct

To search for the correspondence, see:

• Viewing or reissuing a letter or electronic message for how to use the:
• History Summary (HS) screen
• Correspondence (CORRO) screen
• Archive Search Display in Process Direct > Process > Table 4 for how to use Outbound Correspondence Archive for Process Direct letters older than 120 days

Customer First

To search for the correspondence, see:

• Viewing or reissuing a letter or electronic message for how to use the:
• History Summary (HS) screen
• Outbound Correspondence tool
• Communication History tab

Can the returned mail be located?

• Yes, go to Step 9
• No, the correspondence may have been archived, go to Step 7

• Staff must request access to ACE
• Once access is granted, use ACE to locate the returned mail

Was the returned mail found in ACE?

• Yes, go to Step 9
• No, go to Step 8

When all search options have been used and the mail was not located ask Local Peer Support (LPS) for help.

If LPS help find the correspondence, go to Step 9.

If unable to find the correspondence with LPS help:

• Escalate by sending an email to the Customer Details helpdesk. Include details about the LPS contact and the search
• Annotate the Return to Sender Note work item with action taken. Include details about the search attempts in ACE
• Place the work item on hold for 14 days:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Referral to Policy/Helpdesk/Service Support Officer
• On Hold Expiry Date: 14 days in the future
• Select Save
• Procedure ends here until the Customer Details Helpdesk responds

If actioning a ZCOC_RTS_PD work item, in:

• Process Direct:
• Go to Keywords icon
• Work Optimiser:
• Go to Worklist
• Select the activity: Work Item Attributes

This will show a list of keywords for this work item.

For a list of keywords, see the Resources page.

Note: keywords relating to a nominee will only display if the customer has a correspondence nominee.

If:

• payments are suspended or cancelled whereabouts unknown (WUK) and the customer has contacted, go to Step 10
• work item allocated is for the second contact attempt for return to sender work transaction that has come off hold:
• and requires a second attempt, go to Step 16
• after sending a Q999 requesting evidence, go to Step 25
• Q999 or Q062 letters have been returned, go to Step 25

Otherwise, go to Step 12.

Compare the address on the letter to the current postal address on the Address (AD) screen.

If there is any reason to doubt the customer is living at the address on the AD screen, they must provide evidence they are still living at that address before the payment is restored.

Evidence may be required if:

• mail has previously been returned from the address
• there is a suspected marriage-like relationship
• the customer cannot provide a satisfactory reason for returned mail.
  Note: only issue a Rent Certificate (SU523HD) where a change to or verification of accommodation and rent details is required. It cannot be issued for the customer to use as evidence that they still live at their last recorded address. See Rent Assistance verification

Tell the customer the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus. See Centrelink letters online and Electronic Messaging.

Update preference on the Electronic Messaging and Online Letters (EMOL) screen if required.

If suitable, help the customer to register for myGov. See How users create a myGov account and link services.

Has the customer advised that their address has changed?

• Yes, go to Step 23
• No, go to Step 11

Mail has been returned from a Care of Post Office address

• Tell the customer:

Please check your mail at least fortnightly. Australia Post will not hold your mail indefinitely and they will return it to Services Australia. This can result in your payment being suspended.

• If the customer is unable to regularly collect their mail, they may need to find a more permanent solution to their mailing address, see Updating address details
• Restore the payment and resend correspondence
• Go to Step 26

Reason to doubt customer is still living at the address

• Tell the customer they must provide evidence that they still live at the recorded address before payment can be restored
• Annotate the Return to Sender Note with action taken
• Place the work item on hold for 14 days:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Customer to Provide Information
• On Hold Expiry Date: 14 days in the future
• Select Save
• Procedure ends here, until evidence is provided or ZCOC_RTS_PD work item falls due

No reason to doubt customer still living at the address:

• Restore the payment
• Resend correspondence
• Go to Step 26

Review the Return to Sender Note on the Document List (DL) screen. Check the:

• note text for details
• address the letter was sent to, and
• date issued

See the Resources page for a list of keywords and ZCOC_RTS_PD work item details.

If the returned mail is:

• for a deceased customer, see Table 2
• from the correspondence nominee's address, this includes where a nominee may not be a current customer, go to Step 13
• notification letter about unauthorised activity and work item has keyword SCANNDB, see Table 3
• about a Youpla Resolution Payment, see Table 5
• a current Aged Care (RCA) customer, go to Step 14
• a Restricted Access record, it can only be updated by staff with access to the customer's record, go to Step 15
• an address that is different on the system to the one on the letter, go to Step 26
• returned from a financial institution (for example, NAB, UBANK, Westpac), see Table 6
• for a customer in a remote community and work item has keyword SCANREM, see Table 7
• a Rent Certificate (SU523), go to Step 15
• a returned Proof of Life review, see Table 4 > Step 2 in the Proof of Life intervention
• for a customer who is SUS/IMP or CAN/IMP, create a Display on Access (DOA) DOC on the record:
• Reason: select SCC Special Contact Considerations
• Expiry: select a date of 12 months or as long as required
• Text: include the following text:
  'Mail was returned from (insert address here). At next contact confirm the customers correct mailing address and make updates as necessary. See OB 102-03010010 & 102-10030010.'
• Go to Step 27
• for any other reason, go to Step 15

If a nominee is not a current customer, their address must remain current to ensure they receive the customer’s mail at the correct address.

Correspondence returned from nominee's address or there is no valid address

When nominee mail has been returned from a nominee's address or the letter could not be issued because there is no valid address recorded:

• Go to the Nominee Link Summary (NOLS) screen to select the nominee
• From the Nominee Address Summary (NOADS) screen, check if a new address has been recorded

Select the appropriate option:

• Error (for example, wrong suburb or street number), correct the address, see Changing personal details of nominees and reissue the returned mail, go to Step 26
• Changed, go to Step 26

Nominee's address has not changed

Contact the nominee on their last known phone number. Calls to nominee organisations should be made during business hours only.

Did the nominee provide a new address?

• Yes:
• Complete any updates to the nominee's contact details before processing the ZCOC_RTS_PD work item. See Changing personal details of nominees
• If the customer and the nominee live at the same address, update both the nominee's address and the customer's address. See Table 2 in the Cancelling a nominee arrangement
• To reissue the returned mail, go to Step 26
• No, and the nominee arrangement is:
• involuntary, do not cancel the nominee arrangement without a completed SS532
• voluntary, make genuine attempts to contact the customer. If the customer could not be contacted or they do not know the nominee's new contact details, cancel the nominee arrangement. See Table 2 in the Cancelling a nominee arrangement

Go to Step 16.

Check:

• the customer has a status of RCA/CUR
• the RCA Institution Summary (RIS) screen in the RCA system for:
• Care Type: Residential
• Admission Date: date of entry
• Confirm address of residential care provider using available online resources such as Google search
• for a current correspondence nominee:
• Nominee details on the Nominee Link Summary (NOLS) screen

If the:

• letter has been returned from a postal address, reissue to home address. Go to Step 26
• address on the system is different to the one on the letter. Go to Step 26
• address has not changed, attempt to call the customer or their nominee on their last known telephone number. Go to Step 16

• Check the Benefit Status (XBS) screen to see if the customer is current on any payments or concessions. Note: current customers include Family Tax Benefit (FTB) and Child Care Subsidy (CCS) customers.
• Compare the address on the letter to the current postal address on the Address (AD) screen.

If the customer:

• is no longer current, go to Step 25
• has a new claim activity and there is:
• a new address in the claim, update the address and then go to Step 26
• no new address, try to contact the customer. Note: it may be necessary to view the claim to check the address they have provided. Go to Step 16
• is current on a payment or is a nominee for a current customer and the address:
• has changed, go to Step 26
• has not changed, go to Step 16

Do not attempt to call a customer or nominee if they are overseas.

Otherwise, attempt to call customer or nominee on their last known telephone number. Calls to nominee organisations should be made during business hours only.

A genuine attempt to contact the customer must be made:

• If the first call is unsuccessful, place the ZCOC_RTS_PD work item on hold for a second contact attempt
• Annotate the Return to Sender Note with details of the attempted contact

Note: all payments must stay current while trying to contact the customer/nominee.

Did the Service Officer contact the customer or nominee?

• Yes, go to Step 19
• No:
• First call attempt unsuccessful, go to Step 17
• Second call attempt unsuccessful, go to Step 21
• For RCA customers, go to Step 18
• Does not have a telephone, go to Step 21
• Currently overseas, go to Step 21
• For all other customers, go to Step 21

• Annotate the Return to Sender Note recording unsuccessful contact attempt
• Place the work item on hold until the next day:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Pending - Contact with the customer
• On Hold Expiry Date: Tomorrow's date
• Select Save
• The ZCOC_RTS_PD work item will be allocated the next day for a second attempt
• Procedure ends here

Delegation to change a Centrelink address based on data exchange information only is limited to staff at the APS4 level or above. If a customer's address needs to be updated to a residential care address, Service Officers below APS4 level must refer the address update to Aged Care Local Peer Support (LPS) who will complete the address update.

Address updates will flow to the Aged Care Staff Portal (ACSP) and Aged Care Management Payment System (ACMPS).

Is this customer currently in residential aged care and receiving an income support payment or has a concession card?

• Yes:
• Do not suspend payments
• For assistance in updating address, see Table 3 in the Change of address to an aged care home
• Staff at APS3 level and below must refer the address update to Aged Care Local Peer Support
• Once the address has been updated, go to Step 25
• No:
• Care type is not listed as Residential on the RCA circumstances (RCIRC) screen
• Mail has been returned from their home address
• Go to Step 21

Advise of returned correspondence and discuss reasons for return. Consider the reasons for the returned correspondence, such as:

• The customer's medical conditions, for example, acute psychiatric disability or Acquired Brain Injury (ABI)
• Other circumstances, for example, hospitalisation or remoteness
• Mail was returned from a Care of Post Office address. Australia Post will not hold the customer's mail indefinitely and will return it to Services Australia. Customers must check with the Post Office at least fortnightly
• If a Rent Certificate (SU523HD) was returned see Processing Proof of rent for the verification field on the Accommodation Details (AC) screen
• Depending on the reasons for returned correspondence, other arrangements for receiving mail may be more appropriate, for example, having a correspondence nominee receive their correspondence or using myGov inbox

Tell the customer the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus.

Update preference on Electronic Messaging and Online Letters (EMOL) screen if required. See Centrelink letters online and Electronic Messaging.

If suitable, help the customer to register for myGov, see How users create a myGov account and link services.

Compare the address on the letter to the current postal address on the Address (AD) screen.

Has the customer advised of a new address?

• Yes, go to Step 23
• No, go to Step 20

Reason to doubt customer is still living at the address

• Tell the customer they must provide evidence that they still live at the address recorded on the system
• Annotate the Return to Sender Note, recording successful contact and request for evidence to be supplied
• Place the work item on hold for 14 days (this will allow the work item to be reallocated):
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Customer to Provide Information
• On Hold Expiry Date: 14 days in the future
• Select Save
• Procedure ends here until evidence provided or ZCOC_RTS_PD work item becomes due

No reason to doubt customer still living at the address

Resend correspondence, go to Step 26.

Mail has been returned from Care of Post Office address

• Tell the customer:

Please check your mail at least fortnightly Australia post will not hold your mail indefinitely and they will return it to Services Australia. This can result in your payment being suspended

• Resend correspondence
• Go to Step 26

Check the Address (AD) screen for current address details. If the customer has a home address recorded as No Fixed Address or no postal address, mail will be returned to sender.

Does the customer have no fixed address or no mailing address?

• Yes, Q999 cannot be sent. End date all address types from today's date:
• Go to the Address (AD) screen and select all current address types (postal, home, etc.)
  Select Edit
  End Date: today's date
• Payment will automatically suspend or cancel with reason code whereabouts unknown (WUK)
• Annotate the Return to Sender Note before completing the ZCOC_RTS_PD work item
• If the returned mail was a Rent Certificate (SU523) and the customer has multiple address/rent updates without verification, update the Accommodation (AC) screen with Not Verified (NVE). This is because the rent details recorded on the AC screen have not been verified
• Go to Step 25
• No, go to Step 22

• Send a Q999 letter to the last recorded address using the following free text:
  'We recently sent correspondence to this address, and it was returned to Centrelink. Please contact to confirm your current postal address. Your payments may be suspended or stopped if you do not respond to this notification within 14 days'
• If the returned mail was a Rent Certificate (SU523) and the customer has multiple address/rent updates without verification, update the Accommodation (AC) screen with Not Verified (NVE). This is because the rent details recorded on the AC screen have not been verified
• Annotate the Return to Sender Note with findings and actions taken
• Place the work item on hold for 14 days or 28 days if overseas:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Customer to Provide Information
• On Hold Expiry Date: 14 days in the future (28 days if overseas). Allow extra time for mail delivery for the customer to respond
• Select Save
• Procedure ends here until customer contacts or ZCOC_RTS_PD work item falls due

This is a Family and domestic violence interaction point. If the customer is with another person, on speaker phone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

Is the address change due to a change in relationship status or any other change in circumstances other than changing address?

• Yes, the address update and other change in circumstances must be completed in a separate activity
• See Updating address details, and
• Once other circumstances have been actioned, go to Step 26
• No, the customer has a change of address and no other change in circumstance:
• See Updating address details, and
• When ready to make updates, go to Step 24

Note: if updating an address for a customer who is homeless or has no fixed address, a postal address must be recorded. See Change of address for a customer who is homeless or has no fixed address.

Update address details:

• Go to the Address (AD) screen
• Select Add
• On the Create Address table complete the following:
• Start Date: the start date/Date of Event (DOV) is the date of change as advised by the customer
• End Date: Leave the default End Date unchanged unless the customer has advised of a temporary or Term address
• Address Type: select the appropriate address type from the dropdown list
• Make Partner's address same as the customer. Staff must update this field accordingly.
  Note: If the partner's address is not the same, this is a change in circumstances, refer to Step 23
• Address Line 1: enter address details
• Post Code: enter the Post Code as advised by the customer
• Suburb: enter the Suburb as advised by the customer
• Select Save

If further updates are to be made to other address types for the customer, repeat this process.

Accommodation (AC) screen

• Update the accommodation details as per Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• Restore the payment if payment was CAN/WUK
• Resend correspondence, go to Step 26

Has the address been updated?

• Yes, go to Step 26
• No, select from the below options:
• Customer is no longer current on any payment, annotate the Return to Sender Note with findings, go to Step 27
• Customer is current, end date all current addresses:
  Go to the Address (AD) screen and select all current address types (postal, home, etc.)
  Select Edit
  End Date: today's date
  Payment will automatically suspend or cancel with reason code whereabouts unknown (WUK)
  Annotate the Return to Sender Note before completing the ZCOC_RTS_PD work item
  Go to Step 27
• Mail was returned from a Nominees address, see Cancelling a nominee arrangement. Annotate the Return to Sender Note with actions taken. Go to Step 27

Determine if the letter is still relevant. For example, if:

• the letter was in relation to a suspension of payment. The payment has since been restored, there is no reason to reissue the correspondence
• it is determined that the letter is not required to be reissued. Document the record as to why the letter is not being resent

If the letter is no longer required, document the record with why it is no longer required then, go to Step 28.

If it is determined that the letter should be reissued, in the ZCOC_RTS_PD work item:

• Go to the OASR screen
• Select Manual letter selection, from the Task Selector, then select Next
• Complete the Benefit type field. This field is pre-populated. Use the dropdown list to select a different benefit type if required. For example, if they do not have a current payment use 'CCD'
• Letter code: key Q062. (Letter will appear as an Income Statement letter)
• Select Next

The Manual letter edit screen displays:

• Complete the Rules
• Check the CLIENT_POST_ADD field in the Variables section
• If address details were updated within the transaction, make sure the new address displays
• In the FREE TEXT PARAGRAPH field, add the following free text.
  'The attached correspondence was returned to Centrelink. It is now forwarded to you for your information.'
• Select Next

The Manual letter completion screen:

• Select Print letter
• Destination: select Print locally (Final)
• Select Next
• Select Assess

Go to Step 27.

Note: do not cancel the Return to Sender ZCOC_RTS_PD work item/transaction.

To complete the ZCOC_RTS_PD work item:

• On the Errors (SWE) screen, select Assess
• On the Entitlement (ELD) screen, select Finish
• Update the Finalisation Note with the relevant details. Make sure to remove any unnecessary wording
• Select Finalise to complete the work item

Go to Step 29.

Note: do not cancel the Return to Sender Processing work item.

Annotate the Return to Sender Note with findings and actions taken

To complete the ZCOC_RTS_PD work item:

• Select the Status icon
• Select Edit
• Select Change Status
• Status: Completed
• Select Save

Go to Step 29.

• Open Customer First
• Key Customer Reference Number (CRN) in the CRN/BP field
• Go the Activity List (AL)
• Located the Customer Contact Details/WUK activity
• Complete the work item/activity:
• Select (S) the activity
• Select Continue
• Select Complete

If error E103AM shows, select the return to sender DOC on Document List (DL) screen, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Review the date of issue on the letter and documents on the record.

Was mail returned more than 12 months after it was issued or is there suspected fraud or suspicious activity on the record?

• Yes, escalate via email to the Customer Details Helpdesk. Procedure ends here until the Customer Details Helpdesk responds
• No, go to Step 2

Is the information on the letter still relevant? For example, the customer has an outstanding debt, adjusted tax payment summaries, letters returned from the executor or estate.

• Yes, go to Step 3
• No, complete the transaction. Go to Step 5

• Yes, go to Step 4
• No:
• Create a Display on Access (DOA) DOC on the record:
  Reason: select SCC Special Contact Considerations
  Expiry: select a date of 12 months or as long as required
  Text: include the following text:
  'Mail was returned from (insert address here). Do not send further mail to this address before confirming that this is the correct address with the executor or next of kin.'
• Complete activity, go to Step 5

Find the DOC the debt letter relates to and annotate it with:

• mail has been returned
• the address it was returned from

Complete the transaction. Go to Step 5.

Note: do not cancel the Return to Sender Processing work item.

To complete the ZCOC_RTS_PD work item:

• Select the Status icon
• Select Edit
• Select Change Status
• Status: Completed
• Select Save

Annotate the Return to Sender Note with findings and actions taken.

• Open Customer First
• Key Customer Reference Number (CRN) in the CRN/BP field
• Go the Activity List (AL)
• Located the Customer Contact Details/WUK activity
• Complete the work item/activity:
• Select (S) the activity
• Select Continue
• Select Complete

If error E103AM shows, select the return to sender DOC on Document List (DL) screen, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Review the Keyword icon and work item. A ZCOC_RTS_PD work item for an unauthorised activity letter will have the keyword SCANNDB.

Go to the Benefit Status (XBS) screen. Check if the customer is current on payment.

Is the customer on a current payment?

• Yes, go to Step 2
• No, go to Step 4

Compare the address on the letter to the current postal address on the Address (AD) screen.

Has the customer's address changed?

• Yes, go to Step 7
• No, go to Step 3

Before attempting to call a customer, review Data Breach letters for Centrelink customers.

Attempt to call the customer or their nominee on their last known telephone number.

• At least 2 calls should be made over a 2 day period. See genuine attempts to contact
• Email the Customer Details Helpdesk for processing advice if the customer or nominee:
• does not have a telephone
• is overseas (do not attempt to call a customer or nominee if they are overseas)

Note: all payments are to remain current when attempting to contact customer/nominee.

Did the Service Officer contact the customer or nominee?

• Yes, go to Step 5
• No, go to Step 4

Go to the Electronic Messaging and Online Letters (EMOL) screen to check if the customer subscribes to online letters. It will show if they received the letter online.

Customer received a letter online

• Annotate the Return to Sender Note with findings and actions taken
• Go to Step 10

Customer did not receive a letter online

• Place the work item on hold for 14 days:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Referral to Policy/Helpdesk/Service Support Officer
• On Hold Expiry Date: 14 days in the future
• Select Save
• Email the Customer Details Helpdesk for processing advice. Staff will receive an email response from Customer Details Helpdesk with further instructions if required
• Annotate the Return to Sender Note that this has been escalated

• Tell the customer:
• of returned correspondence and discuss reasons for return
• the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus
• Update preference on Electronic Messaging and Online Letters (EMOL) screen if required
• If suitable, assist customer to register for myGov. See How users create a myGov account and link services

Check the customer's current address information on the Address (AD) screen.

Has the customer's address changed?

• Yes:
• Note: address updates are approved to be completed in Process Direct within the ZCOC_RTS_PD
• Update the record with the new address and rental details. See Updating address details
• Go to Step 6
• No, go to Step 8

This is a Family and domestic violence interaction point. If the customer is with another person, on speaker phone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

Is the address change due to a change in relationship status or any other change in circumstances other than changing address?

• Yes, the address update and other change in circumstances must be completed in a separate activity:
• See Updating address details, and
• Once other circumstances have been actioned, go to Step 7
• No, the customer has a change of address and no other change in circumstance:
• See Updating address details, and
• When ready to make updates, go to Step 7

Update address details:

• Go to the Address (AD) screen
• Select Add
• On the Create Address table complete the following:
• Start Date: the start date/Date of Event (DOV) is the date of change as advised by the customer
• End Date: Leave the default End Date unchanged unless the customer has advised of a temporary or Term address
• Address Type: select the appropriate address type from the dropdown list
• Make Partner's address same as the customer. Staff must update this field accordingly
• Address Line 1: enter address details
• Post Code: enter the Post Code as advised by the customer
• Suburb: enter the Suburb as advised by the customer
• Select Save

If further updates are to be made to other address types for the customer, repeat this process.

Accommodation (AC) screen

• Update the accommodation details as per Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• Restore the payment if payment was CAN/WUK
• Resend correspondence, go to Step 9

If there is a reason to doubt the customer is still living at the address:

• Tell the customer they must provide evidence that they still live at the address recorded on the system
• Place the work item on hold for 14 days:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Customer to Provide Information
• On Hold Expiry Date: 14 days in the future
• Select Save
• Annotate the Return to Sender Note with action taken. Procedure ends here until evidence provided or ZCOC_RTS_PD work item falls due

No reason to doubt customer still living at the address

Go to Step 10.

Check if the customer was subscribed to online letters when the letter was sent.

Go to the Electronic Messaging and Online Letters (EMOL) screen in Process Direct to check if the customer subscribes to online letters. It will show if they received the letter online.

If the customer received the letter online

• Annotate the Return to Sender Note with findings and actions taken
• Go to Step 10

If the customer did not subscribe to online letters at the time the letter was issued

• Issue a covering manual free text Q062 letter with the following free text:
  'The attached correspondence was returned to Centrelink. It is now forwarded to you for your information.'
• To issue a manual letter inside the ZCOC_RTS_PD work item:
• Go to the OASR screen
• Select Manual letter selection, from the Task Selector, then select Next
• Complete the Benefit type field. This field is pre-populated. Use the dropdown list to select a different benefit type if required. For example, if they do not have a current payment use 'CCD'
• Letter code: key Q062. (This letter will appear as an Income Statement Letter)
• Select Next
• The Manual letter edit screen displays:
• Complete the Rules
• Check the CLIENT_POST_ADD field in the Variables section
• If address details were updated within the transaction, make sure the new address displays
• In the FREE TEXT PARAGRAPH field, add the following free text.
  'The attached correspondence was returned to Centrelink. It is now forwarded to you for your information.'
• Select Next
• The Manual letter completion screen:
• Select Print letter
• Destination: select Print locally (Final)
• Resend correspondence to the new address. Include the original correspondence. If the returned mail was an SU523, see Manually issuing a Rent Certificate (SU523HD)
• Select Next
• Annotate the Return to Sender Note with findings and action taken
• Go to Step 10

Note: do not cancel the Return to Sender Processing work item.

To complete the ZCOC_RTS_PD work item:

• On the Errors (SWE) screen, select Assess
• On the Entitlement (ELD) screen, select Finish
• Update the Finalisation Note with the relevant details. Make sure to remove any unnecessary wording
• Select Finalise to complete the work item

If error 'No Circumstance changes recorded in transaction!' presents, and if no update has occurred within the transaction:

• Change the transaction status to Completed via the Status icon
• Annotate the Return to Sender Note with findings and actions taken

Note: until March 2026 staff will be required to cancel the corresponding work item manually in Customer First after the Process Direct transaction is completed.

• Open Customer First
• Key Customer Reference Number (CRN) in the CRN/BP field
• Go the Activity List (AL)
• Located the Customer Contact Details/WUK activity
• Complete the work item/activity:
• Select (S) the activity
• Select Continue
• Select Complete

If error E103AM shows, select the return to sender DOC on Document List (DL) screen, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Is the information on the letter about an outstanding IRS review?

• Yes, go to Step 2
• No, see Table 1

• Find the review DOC the letter relates to and annotate it with:
• mail has been returned
• the address it was returned from
• Annotate the Return to Sender Note with findings and action taken
• Go to Step 3

Note: do not cancel the Return to Sender Processing transaction.

To complete the ZCOC_RTS_PD work item:

• Select the Status icon
• Select Edit
• Select Change Status
• Status: Completed
• Select Save

Annotate the Return to Sender Note with findings and actions taken.

• Open Customer First
• Key Customer Reference Number (CRN) in the CRN/BP field
• Go the Activity List (AL)
• Located the Customer Contact Details/WUK activity
• Complete the work item/activity:
• Select (S) the activity
• Select Continue
• Select Complete

If error E103AM shows, select the return to sender DOC on Document List (DL) screen, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Is the information in the letter about Youpla Resolution Payment?

Note: the work item will have the keyword SCANPLA.

• Yes, go to Step 2
• No, see Table 1

Only staff with the Youpla skill tag are to process Youpla Return to Sender work items.

For staff not in this team:

• Do not complete or cancel the activity
• Annotate the Return to Sender Note so it details the Youpla Support team project will assess the returned mail
• Place the work item on hold for 14 days:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Referral to Policy/helpdesk/Service Support Officer
• On Hold Expiry Date: 14 days in the future
• Select Save
• Send an email to Youpla Support Team - complaint management. In the:
• Subject line include Return to Sender YSP
• Email body include the Customer Reference Number (CRN)

Is the letter from a financial institution (for example, NAB, UBANK, Westpac)?

Note: financial planners/similar third party organisations acting as a payment nominee are not to be escalated as a financial institution.

• Yes, go to Step 2
• No, see Table 1

Escalate by email to the Payment Delivery Team

• In the email provide the:
• customer's Customer Reference Number (CRN)
• financial institution name and BSB
• date the letter was sent
• address it was sent to
• Place the work item on hold for 14 days:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Referral to Policy/helpdesk/Service Support Officer
• On Hold Expiry Date: 14 days in the future
• Select Save
• When a response is received reissue the letter to a new address if the address has changed, alternatively if the address is still current reissue the letter to the same address. See Table 3 > Step 10 in the Request the return of a payment made to an incorrect recipient

• Find the review DOC the letter relates to and annotate it with:
• mail has been returned
• the address it was returned from
• Annotate the Return to Sender Note with findings and action taken
• Go to Step 4

Note: do not cancel the Return to Sender Processing work item.

To complete the ZCOC_RTS_PD work item:

• Select the Status icon
• Select Edit
• Select Change Status
• Status: Completed
• Select Save

Annotate the Return to Sender Note with findings and actions taken

Procedure ends here.

• Open Customer First
• Key Customer Reference Number (CRN) in the CRN/BP field
• Go the Activity List (AL)
• Located the Customer Contact Details/WUK activity
• Complete the work item/activity:
• Select (S) the activity
• Select Continue
• Select Complete

If error E103AM shows, select the return to sender DOC on Document List (DL) screen, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Review the customer's record for any address related updates or images.

Check:

• Notes icon
• Documents icon

If an address needs to be updated, see Updating address details.

Note: address updates are approved to be completed in Process Direct within the ZCOC_RTS_PD.

Was the customer's address updated as part of the review or was their address updated after the correspondence was issued?

• Yes, see Table 1 > Step 26
• No, go to Step 2

Attempt to call customer or nominee on their last known telephone number. Calls to nominee organisations should be made during business hours only.

Do not attempt to call a customer or nominee if they are overseas.

At least 2 calls should be made over a 2 day period. See genuine attempts to contact.

Note: all payments for the remote customer must stay current while trying to contact the customer/nominee and addresses should not be end dated.

Did the Service Officer contact the customer or nominee?

• Yes, see Table 1 > Step 19
• No, go to Step 3

First attempt

• Annotate the Return to Sender Note recording unsuccessful contact attempt
• Place the work item on hold until tomorrow:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Pending - Contact with the customer
• On Hold Expiry Date: Tomorrow's date
• Select Save
• The work item will be allocated the following day for a second contact attempt
• Procedure ends here

Second attempt - unsuccessful, go to Step 4.

Second call attempt unsuccessful

• Annotate the Return to Sender Note recording unsuccessful contact attempt
• Place the work item on hold for 28 days:
• Select the Status icon
• Select Edit
• Select Change Status
• Status: On Hold
• On Hold Reason: Referral to Policy/Helpdesk/Service Support Officer
• On Hold Expiry Date: 28 days in the future
• Select Save
• Create a Display on Access (DOA) DOC on the record:
• Reason: select SCC Special Contact Considerations
• Expiry: select a date of 12 months or as long as required
• Text: include the following text:
  'Mail was returned from (insert address here). At next contact confirm the customers correct mailing address and make updates as necessary. See OB 102-03010010 & 102-10030010.'
• Email the Customer Details Helpdesk with:
• The customer's CRN
• Confirmation that this is a SCANREM keyword work item
• Confirmation that all call attempts made including pre call SMS
• Confirmation the Return to Sender Note is annotated with all details

Note: do not send an escalation to the Customer Details Helpdesk unless this is a SCANREM keyword and 2 genuine call attempts have been made to contact the customer and they are documented on the record.

Procedure ends here.

When mail is returned to Centrelink, the customer’s record will either:

• be automatically suspended or cancelled whereabouts unknown (WUK), or
• have a work item created for follow-up

Has a person contacted as they have received mail containing personal information for someone else?

• Yes, see Procedures for handling misdirected correspondence. Procedure ends here
• No, go to Step 2

• On the Document List (DL) screen select the Document
• Take note of the following, to search for the returned mail:
• Unique Letter ID. The first 10 digits are needed
• Date
• Any text on the DOC that will provide more details

Note: staff may need to search a few days each side of the date. This is because the letter date on the DOC and the letter date on the system do not always align.

If the customer has a nominee, check both the customer and nominee records for the correspondence.

Mail may be located any of the following systems:

• Process Direct
• Customer First
• Archiving and Culling Engine (ACE)

Staff must systematically check each system until the original letter is located.

Process Direct

To search for correspondence, see:

• Viewing or reissuing a letter or electronic message for how to use the:
• History Summary (HS) screen
• Correspondence (CORRO) screen
• Archive Search Display in Process Direct > Process > Table 4 for how to use the Outbound Correspondence Archive for Process Direct letters older than 120 days

Customer First

To search for correspondence, see:

• Viewing or reissuing a letter or electronic message for how to use the:
• History Summary (HS) screen
• Outbound Correspondence tool
• Communication History tab

Can the returned mail be located?

• Yes, go to Step 6
• No, the correspondence may have been archived, go to Step 4

• Staff must request access to ACE
• Once access is granted, use ACE to locate the returned mail

Was the returned mail found in ACE?

• Yes, go to Step 6
• No, go to Step 5

When all search options have been used and the mail was not located ask Local Peer Support (LPS) for help.

Was the mail located?

• Yes, go to Step 6
• No,
• Escalate by sending an email to the Customer Details helpdesk with details of LPS contact and details about the search
• Annotate the work item with action taken. Include details about the search attempts in ACE
• Place the work item on hold for 14 days
• Procedure ends here

Select from the below options to view the keywords:

In Customer First:

• Go to the Activity List (AL) screen in the customer’s record
• Select the activity:
• Select (k) keywords
• Select Continue

This will show a list of keywords for this work item.

In Work Optimiser:

• Go to worklist
• Select the activity: ‘Work Item Attributes’

This will show a list of keywords for this work item.

• If payments are suspended or cancelled WUK and customer has contacted, go to Step 8
• If correspondence returned and work item created in Customer First, go to Step 9

Compare the address on the letter to the current postal address on the Address Summary (ADS) screen.

If there is any reason to doubt the customer is living at the address they must provide evidence they are still living at the recorded address before the payment is restored.

Evidence may be required if:

• mail has previously been returned from the address
• there is a suspected marriage-like relationship
• the customer cannot provide a satisfactory reason for returned mail
  Note: only issue a Rent Certificate (SU523HD) where a change to or verification of accommodation and rent details is required. It cannot be issued for the customer to use as evidence that they still live at their last recorded address. See Rent Assistance verification

Tell the customer the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus.

Update preference on Electronic Messaging and Online Letters (EMOL) screen if required.

If suitable, assist customer to register for myGov, see How users create a myGov account and link services.

Has the customer’s address changed?

Yes:

• Update address details
• Restore the payment
• Resend correspondence
• go to Step 18

No, and:

• The mail has been returned from a Care of Post Office address tell the customer:

Please check your mail at least fortnightly Australia post will not hold your mail indefinitely and they will return it to Services Australia. This can result in your payment being suspended.

• If the customer is unable to regularly collect their mail, they may need to find a more permanent solution to their mailing address, see Updating address details
• Restore the payment and resend correspondence, go to Step 18

• There is reason to doubt the customer is still living at the address, tell the customer they must provide evidence that they still live at the recorded address before payment can be restored.
• Place the work item on hold for 14 days
• Annotate the Return to Sender DOC with action taken. Procedure ends here until evidence provided or work item falls due
• There is no reason to doubt they are still living at the address:
• restore the payment
• resend correspondence
• go to Step 18

Review the Return to sender DOC on the DL screen and check the text on the DOC for details as well as the address that the letter was sent to and the date issued.

See the Resources page for a list of keywords and work item details.

If mail has been returned and:

• for a deceased customer, see Table 2
• from the correspondence nominee's address, this includes where a nominee may not be a current customer, go to Step 10
• it is a notification letter about unauthorised activity, see Table 3
• is about a Youpla Resolution Payment, see Table 5
• is a current Aged Care (RCA) customer, go to Step 11
• is a Restricted Access record, it can only be updated by staff with access to the customer’s record, go to Step 12
• work item has come off hold after sending a Q999 requesting evidence or where the Q999 or Q062 letters have been returned, go to Step 17
• an address that is different on the system to the one on the letter, go to Step 18
• Letter returned from a financial institution (for example, NAB, UBANK, Westpac), see Table 6
• Customer is in a remote community and work item has keyword SCANREM, see Table 7
• is a Rent Certificate (SU523), go to Step 12
• a returned Proof of Life review, see Table 4 > Step 2 in the Proof of Life intervention
• for a customer who is SUS/IMP or CAN/IMP, create a Display on Access (DOA) DOC on the record:
• Reason: select SCC Special Contact Considerations
• Expiry: select a date of 12 months or as long as required
• Text: include the following text:
  'Mail was returned from (insert address here). At next contact confirm the customers correct mailing address and make updates as necessary. See OB 102-03010010 & 102-10030010.'
• Go to Step 19
• any other reason, go to Step 12

Where a nominee is not a current customer, their address must remain current to ensure they receive the customer’s mail at the correct address.

Select the appropriate option:

Go to the Nominee Link Summary (NOLS) screen to select the nominee.

Compare the address on the letter to the address on the Nominee Address Summary (NOADS) screen.

• If the nominee’s address has:
• an error (for example, wrong suburb or street number), correct the address and reissue the returned mail, go to Step 18
• changed, go to Step 18
• not changed, see Table 1 > Step 8 in the Cancelling the nominee arrangement
  Go to Step 13

Go to Step 13.

Check:

• the customer has a status of RCA/CUR
• the RCA Institution Summary (RIS) screen in the RCA system for:
• Care Type: Residential
• Admission Date: date of entry
• Confirm address of residential care provider using available online resources such as Google search
• for a current correspondence nominee
• Nominee details on the Nominee Relationship Summary (NORS) screen

If the:

• letter has been returned from a postal address, reissue to home address, go to Step 18
• address on the system is different to the one on the letter, go to Step 18
• address has not changed, attempt to call the customer or their nominee on their last known telephone number. Go to Step 13

Check if the customer is current on any payments or concessions via the Benefit Status (XBS) screen. Note: current customers include Family Tax Benefit (FTB) and Child Care Subsidy (CCS) customers.

Compare the address on the letter to the current postal address on the Address Summary (ADS) screen.

If the customer:

• is no longer current and is not a nominee for another customer, go to Step 17
• has a new claim activity and there is:
• a new address in the claim, update the address and then go to Step 18
• no new address, try to contact the customer. Note: it may be necessary to view the claim to check the address they have provided. Go to Step 13
• is current on a payment or is a nominee for a current customer and the address:
• has changed, go to Step 18
• has not changed, contact the customer or nominee. Go to Step 13

Attempt to call customer or nominee on their last known telephone number. Calls to nominee organisations should be made during business hours only.

Do not attempt to call a customer or nominee if they are overseas.

At least 2 calls should be made over a 2 day period. See genuine attempts to contact.

Note: all payments must stay current while trying to contact the customer/nominee.

Can the customer or nominee be contacted?

• Yes, go to Step 15
• No:
• customer or nominee does not have a telephone, go to Step 16
• customer or nominee is overseas, go to Step 16
• first call attempt unsuccessful, annotate the Return to Sender DOC recording unsuccessful contact attempt, and place work item on hold until the next day. Procedure ends here
• for RCA customers, go to Step 14
• for all other customers, go to Step 16

Delegation to change a Centrelink address based on data exchange information only is limited to staff at the APS4 level or above. If a customer’s address needs to be updated to a residential care address, Service Officers below APS4 level must refer the address update to Aged Care Local Peer Support (LPS) who will complete the address update.

Address updates in Customer First will flow to the Aged Care Staff Portal (ACSP) and Aged Care Management Payment System (ACMPS).

Is this customer currently in residential aged care and receiving an income support payment or has a concession card?

• Yes:
• Do not suspend payments
• For assistance in updating address, see Table 3 in the Change of address to an aged care home
• Staff at APS3 level and below are to refer the address update to Aged Care Local Peer Support
• Once the address has been updated, go to Step 19
• No:
• Care type is not listed as Residential on the RCA circumstances (RCIRC) screen
• Mail has been returned from their home address
• Go to Step 16

Advise of returned correspondence and discuss reasons for return. Consider the reasons for the returned correspondence, such as:

• The customer’s medical conditions, for example, acute psychiatric disability or Acquired Brain Injury (ABI)
• Other circumstances, for example, hospitalisation or remoteness
• Mail has been returned from a Care of Post Office address Australia post will not hold the customer's mail indefinitely and will return it to Services Australia. Customers must check at least fortnightly
• If a Rent Certificate (SU523HD) was returned see Processing Proof of rent for the verification field on the Accommodation Details (AC) screen
• Depending on the reasons for returned correspondence, other arrangements for receiving mail may be more appropriate, for example, having a correspondence nominee receive their correspondence or using myGov inbox

Tell the customer the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus.

Update preference on Electronic Messaging and Online Letters (EMOL) screen if required.

If suitable, assist customer to register for myGov, see How users create a myGov account and link services.

Compare the address on the letter to the current postal address on the Address Summary (ADS) screen.

Has the customer’s address changed?

Yes:

• Update the record with the new address and rental details. See Updating address details
• Go to Step 18

No, and:

• there is reason to doubt the customer is still living at the address, they must provide evidence that they still live at the recorded address. Place the work item on hold for 14 days. Annotate the Return to Sender DOC with action taken. Procedure ends here until evidence provided or work item falls due
• there is no reason to doubt they are still living at the address, resend correspondence, go to Step 18
• mail has been returned from Care of Post Office address,
• tell the customer:

Please check your mail at least fortnightly Australia post will not hold your mail indefinitely and they will return it to Services Australia. This can result in your payment being suspended

• resend correspondence, go to Step 18

If the returned mail was a Rent Certificate (SU523) and the customer has multiple address/rent updates without verification, update the Accommodation Details (AC) screen with ‘Not Verified (NVE)’. This is because the rent details recorded on the AC screen have not been verified.

Does the customer have no fixed address or no mailing address?

• Yes, Q999 cannot be sent. End date all address types from today’s date and annotate the Return to Sender DOC before completing the activity. Go to Step 17
• No:
• Send a Q999 letter to the last recorded address using the following free text:
  ‘We recently sent correspondence to this address, and it was returned to Centrelink. Please contact to confirm your current postal address. Your payments may be suspended or stopped if you do not respond to this notification within 14 days’
• Place the work item on hold and allow 14 days (28 days if overseas) allow extra time for mail delivery for the customer to respond
• Annotate the Return to Sender DOC with findings and actions taken. Procedure ends here until customer contacts or work item falls due

Has the address been updated?

• Yes, go to Step 18
• No, select from the below options:
• If the customer is no longer current on any payment or the information in the letter is no longer relevant, annotate the Return to Sender DOC with findings, go to Step 19
• If the customer is current and/or the information on the letter is still relevant, end date all address types from today’s date. This will automatically suspend or cancel payment for the reason ‘WUK’. Annotate the Return to Sender DOC with actions taken. Go to Step 19
• If the mail was returned from a Nominees address, see Cancelling a nominee arrangement. Annotate the Return to Sender DOC with actions taken. Go to Step 19

Determine if the letter is still relevant. For example, if:

• the letter was in relation to a suspension of payment. The payment has since been restored, there is no reason to reissue the correspondence
• it is determined that the letter is not required to be reissued. Document the record as to why the letter is not being resent

If the letter is no longer required, go to Step 19.

If the letter is to be reissued:

• Issue a covering manual free text Q062 letter with the following free text
  'The attached correspondence was returned to Centrelink. It is now forwarded to you for your information’
• Print the Q062 locally and attach the original correspondence
• Resend correspondence to the new address or if the returned mail was an SU523, see Manually issuing a Rent Certificate (SU523HD)
• Annotate the Return to Sender DOC with findings and actions taken
• Go to Step 19

Note: do not cancel the Return to Sender Processing work item.

To complete the work item/activity:

• Go to the Activity List (AL) screen in the customer’s record
• Select (S) the activity:
• Select Continue
• Select Complete

If error E103AM shows, select the return to sender DOC on Document List (DL) screen, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Review the date of issue on the letter and documents on the record.

Was mail returned more than 12 months after it was issued or is there suspected fraud or suspicious activity on the record?

• Yes, escalate via email to the Customer Details Helpdesk
• No, go to Step 2

Is the information on the letter still relevant? For example, the customer has an outstanding debt, adjusted tax payment summaries, letters returned from the executor or estate?

• Yes, go to Step 3
• No, complete activity. Go to Step 5

• Yes, go to Step 4
• No:
• Create a Display on Access (DOA) DOC on the record.
  Reason: select SCC Special Contact Considerations
  Expiry: select a date of 12 months or as long as required
  Text: include the following text:
  'Mail was returned from (insert address here). Do not send further mail to this address before confirming that this is the correct address with the executor or next of kin.'
• Complete activity, go to Step 5

Find the DOC the debt letter relates to and annotate it with:

• mail has been returned
• the address it was returned from

Complete activity. Go to Step 5.

Note: do not cancel the Return to Sender Processing work item.

To complete the activity/work item:

• Go to the Activity List (AL) screen in the customer’s record
• Select (S) the activity:
• Select Continue
• Select Complete

If error E103AM shows, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Review the work item. A work item for an unauthorised activity letter will have the keyword SCANNDB.

Check if the customer is current on payment on the Benefit Status (XBS) screen.

Is the customer on a current payment?

• Yes, go to Step 2
• No, check if the customer subscribes to online letters. Go to Step 4

Compare the address on the letter to the current postal address on the Address Summary (ADS) screen.

Has the customer’s address changed?

• Yes, go to Step 6
• No, go to Step 3

Before attempting to call a customer, review Data Breach letters for Centrelink customers.

Attempt to call the customer or their nominee on their last known telephone number.

• At least 2 calls should be made over a 2 day period. See genuine attempts to contact
• Email the Customer Details Helpdesk for processing advice, if the customer or nominee:
• does not have a telephone
• is overseas (no calls should be attempted)

Note: all payments are to remain current when attempting to contact customer/nominee.

Can the customer or nominee be contacted?

• Yes, go to Step 5
• No, check if the customer subscribes to online letters. Go to Step 4

Go to the Electronic Messaging and Online Letters (EMOL) screen to check if the customer subscribes to online letters. It will show if they received the letter online.

If the customer:

• received the letter online:
• Annotate the Return to Sender DOC with findings and actions taken
• Go to Step 7
• did not receive the letter online:
• Place the work item on hold for 14 days
• Annotate the Return to Sender DOC that this has been escalated
• Email the Customer Details Helpdesk for processing advice

• Tell the customer:
• of returned correspondence and discuss reasons for return
• the advantages of receiving correspondence using their myGov inbox through their Online Services and/or myGov Express Plus
• Update preference on Electronic Messaging and Online Letters (EMOL) screen if required
• If suitable, assist customer to register for myGov. See How users create a myGov account and link services

Check the customer’s current address information on the Address Summary (ADS) screen.

Has the customer’s address changed?

• Yes:
• Update the record with the new address and rental details. See Updating address details
• Go to Step 6
• No, if there is:
• reason to doubt the customer is still living at the address, they must provide evidence that they still live at the recorded address. Place the work item on hold for 14 days. Annotate the Return to Sender DOC with action taken. Procedure ends here until evidence provided or work item falls due
• no reason to doubt they are still living at the address, resend correspondence, go to Step 6

Check if the customer was subscribed to online letters when the letter was sent.

Go to the Electronic Messaging and Online Letters (EMOL) screen to check if the customer subscribes to online letters. It will show if they received the letter online.

If the customer:

• received the letter online:
• Annotate the Return to Sender DOC with findings and actions taken
• Go to Step 7
• did not subscribe to online letters at the time the letter was issued:
• Issue a covering manual free text Q062 letter with the following free text
  ‘The attached correspondence was returned to Centrelink. It is now forwarded to you for your information’
• Print the Q062 locally and attach the original correspondence
• Resend correspondence to the new address
• Annotate the Return to Sender DOC with findings and action taken
• Go to Step 7

Note: do not cancel the Return to Sender Processing work item.

To complete the work item/activity:

• Go to the Activity List (AL) screen in the customer’s record
• Select (S) the activity:
• Select Continue
• Select Complete

If error E103AM shows, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Is the information on the letter about an outstanding IRS review?

• Yes, go to Step 2
• No, see Table 1

• Find the review DOC the letter relates to and annotate it with:
• mail has been returned
• the address it was returned from
• Annotate the Return to Sender DOC with findings and action taken
• Go to Step 3

Note: do not cancel the Return to Sender Processing work item.

To complete the work item/activity:

• Go to the Activity List (AL) screen in the customer’s record
• Select (S) the activity:
• Select Continue
• Select Complete

If error E103AM shows, remove the workgroup and position from the activity information section and select Complete.

Is the information in the letter about Youpla Resolution Payment?

Note: the work item will have the keyword SCANPLA.

• Yes, go to Step 2
• No, see Table 1

Only staff with the Youpla Skill Tag are to process Youpla Return to Sender work items.

For staff not in this team:

• Do not complete or cancel the activity
• Annotate the Return to Sender DOC so it details the Youpla Support team project will assess the returned mail
• Place the work item on hold for 14 days
• Send an email to Youpla Support Team - complaint management. In the:
• Subject line include Return to Sender YSP
• email body include the Customer Reference Number (CRN)

Is the letter from a financial institution (for example, NAB, UBANK, Westpac)?

Note: financial planners/similar third party organisations acting as a payment nominee are not to be escalated as a financial institution.

• Yes, go to Step 2
• No, see Table 1

Escalate by email to the Payment Delivery Team

• In the email provide the:
• customer’s Customer Reference Number (CRN)
• financial institution name and BSB
• date the letter was sent
• address it was sent to
• Place the work item on hold for 14 days
• When a response is received reissue the letter to a new address if the address has changed, alternatively if the address is still current reissue the letter to the same address. See Table 3 > Step 10 in Request the return of a payment made to an incorrect recipient

• Find the review DOC the letter relates to and annotate it with:
• mail has been returned
• the address it was returned from
• Annotate the Return to Sender DOC with findings and action taken
• Go to Step 4

Note: do not cancel the Return to Sender Processing work item.

To complete the work item/activity:

• Go to the Activity List (AL) screen in the customer’s record
• Select (S) the activity:
• Select Continue
• Select Complete

If error E103AM shows, remove the workgroup and position from the activity information section and select Complete.

Procedure ends here.

Review the customer's record for any address related updates or images.

Check:

• Document List (DL) screen
• Document Tools screen

If an address needs to be updated, see Updating address details.

Was the customer's address updated as part of the review or was their address updated after the correspondence was issued?

• Yes, see Table 1 > Step 18
• No, go to Step 2

Attempt to call customer or nominee on their last known telephone number. Calls to nominee organisations should be made during business hours only.

Do not attempt to call a customer or nominee if they are overseas.

At least 2 calls should be made over a 2 day period. See genuine attempts to contact.

Note: all payments for the remote customer must stay current while trying to contact the customer/nominee and addresses should not be end dated.

Can the customer or nominee be contacted?

• Yes, see Table 1 > Step 15
• No, and:
• first call attempt unsuccessful, annotate the Return to Sender DOC recording unsuccessful contact attempt, and place work item on hold until the next day. Procedure ends here
• second call attempt unsuccessful, go to Step 3

Second call attempt unsuccessful:

• Annotate the Return to Sender DOC recording unsuccessful contact attempt, and place work item on hold for 28 days
• Create a Display on Access (DOA) DOC on the record
• Reason: select SCC Special Contact Considerations
• Expiry: select a date of 12 months or as long as required
• Text: include the following text:
  'Mail was returned from (insert address here). At next contact confirm the customers correct mailing address and make updates as necessary. See OB 102-03010010 & 102-10030010.'
• Email the Customer Details Helpdesk with:
• The customer's CRN
• Confirmation that this is a SCANREM keyword work item
• Confirmation that all call attempts made including pre call SMS
• Confirmation the return to sender DOC is annotated with all details

Note: do not send an escalation to the Customer Details Helpdesk unless this is a SCANREM keyword and 2 genuine call attempts have been made to contact the customer and they are documented on the record.

Procedure ends here.