Return to sender (RTS) mail for Centrelink 102-10030010
Expand allContact Details
To contact the Customer Details Helpdesk, go to Identity Program and select Customer Details Helpdesk.
Forms
To access the Direct Referral to SSO Webform see:
- Social Security and Welfare Quality Team
- Select Direct referral to SSO
Mandatory text for Q999 or Q062 letters issued to customer
|
Step |
Action |
|
1 |
Q999 text if customer does not have a telephone ’We recently sent correspondence to this address and it was returned to Centrelink. Can you 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.’ |
|
2 |
Q062 text if customer address has been updated ’The attached correspondence was returned to Centrelink. It is now forwarded to you for your information.’ |
Viewing keywords and work item information
Table 1: Gives staff instruction on how to view keywords in both Customer First and Work Optimiser.
|
Item |
Description |
|
1 |
In Customer First:
This will display a list of keywords for this work item. Use the table below for further instructions. |
|
2 |
In Work Optimiser:
This will display a list of keywords for this work item. Use the table below for further instructions. |
Table 2: This table contains information to help with corrective and follow up action.
Note: the !SCANRTS keyword applies to all work items. Look for another keyword
|
Work Item Reasons |
Keyword |
Go to Process |
|
Nominee as per Links Summary (LS) screen |
SCANNOM |
Table 3, Step 5 |
|
Customer is RCA/CUR on benefit status line |
SCANRCA |
Table 3, Step 6 |
|
Address Summary (ADS) screen shows one of the following: NO FIXED, NO LONGER, CENTRELINK, TO BE ADVISED or HOMELESS |
SCANADSE |
Table 3, Step 8 |
|
Customer is DSP/CUR, DSB/CUR or AGB/CUR on benefit status line. Also, Age Pension customers who were previously in receipt of Disability Support Pension (DSP) |
SCANDSPB |
Table 3, Step 8 |
|
Customer is current on a primary payment and a HOMELESS MFU activity found on Activity List (AL) or Future Activity List (FAL) screen |
SCANHOML |
Table 3, Step 8 |
|
Customer is Restricted Access (previously known as Deny Access) |
SCANDAF |
Table 3, Step 8 |
|
Single Age pensioners aged 80 years and over |
SCANO80 |
Table 3, Step 8 |
|
Customer or partner is recorded as deceased (provisional or confirmed data) |
SCANDEA |
Table 4, Step 1 |
|
Customer outside Australia as per Country of Residence (CRES) or Customer Advised Travel Details (RSCD) screen when return to sender letter is issued |
SCANOSEA |
Table 3, Step 8 |
|
Address previously ENDDATED in last 28 days script wants to ENDDATE again |
SCANENDD |
Table 3, Step 8 |
|
Address Summary ADS screen indicates partner's address is different. Address may be the same, however have different formatting e.g. U 1 18 or 1/18 |
SCANPTRN |
Table 3, Step 8 |
|
Another activity is preventing the update, e.g. 'STA'rted activity preventing end dating address |
SCANBLOC |
Table 3, Step 8 |
|
Multiple WUK DOC NFA on Document List (DL) screen |
SCANMLTI |
Table 3, Step 8 |
|
Scanned Batch Laser Advice (BLA) letter has an invalid date or no date |
SCANDATE |
Table 3, Step 8 |
|
Return letter more than 42 days old, no other letter issued since return to sender |
SCANOLDL |
Table 3, Step 8 |
|
Customer has returned correspondence and Home (HOM)/Postal (POS) is different from letter address and Temporary (TEM) or Term (TER) is recorded |
SCANADD SCANNADD |
Table 3, Step 8 |
|
Customer has more than one letter for the same date on the History Summary (HS) screen |
SCANMULT |
Table 3, Step 8 |
|
Customer’s Benefit is no longer current |
SCANNOT |
Table 3, Step 10 |
|
Customer’s Health Care Card (HCC), Pension Concession Card (PCC) or Seniors Health Care Card (SHC) has been returned but unable to determine date from Concession Card Issue Summary (CCIS) screen |
SCANHPCC |
Table 3, Step 8 |
|
Letter on HS print status does not allow for reprint of returned letter |
SCANLET |
Table 3, Step 8 |
|
System was unable to identify letter on record |
SCANNLET |
Table 3, Step 8 |
|
Letter on HS screen has a status of AU, PC or PQ system cannot determine if customer should be suspended |
SCANOTH |
Table 3, Step 10 |
|
Customer has had a new address recorded, letter to be reissued. |
POSTLTR |
Table 3, Step 11 |
|
Customer was sent a letter about unauthorised activities |
SCANNDB |
Table 5, Step 1 |
|
Customer was sent a letter and has an outstanding IRS review |
SCANBEMP SCANRTSB SCANRSS |
Table 6, Step 1 |
|
Customer’s home or postal address is different to the letter address. This may be due to system not recognising special characters (e.g.. - , ’ , / ) |
SCANINAD |
Table 3, Step 8 |
|
Customer has an outstanding or started claim at the time of the returned mail |
SCANNCL |
Table 3, Step 8 |
|
Customer has a new address recorded and letter is more than 62 days old |
SCANL62 |
Table 3, Step 11 |
|
Customer has an address type of PHYsical recorded |
SCANPHY |
Table 3, Step 8 |
|
Customer sent a Youpla Resolution Payment letter |
SCANYPLA |
Table 7, Step 1 |