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

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Contact Details

Customer Details Helpdesk > go to Identity Program and select Customer Details Helpdesk.

Payment Delivery Team > select positional mailbox.

Forms

To access the Direct Referral to Service Support Officer (SSO) web form, see:

      Keywords and work item details

      Table 1: this table contains details to help with corrective and follow-up action.

      Note: the !SCANRTS keyword applies to all work items. Look for another keyword.

      Keyword

      Work Item Reasons

      SCANNOM

      Nominee as per Links Summary (LS) screen

      SCANRCA

      Customer is RCA/CUR on benefit status line

      SCANADSE

      Address Summary (ADS) screen shows one of the following: NO FIXED, NO LONGER, CENTRELINK, TO BE ADVISED or HOMELESS

      SCANDSPB

      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)

      SCANHOML

      Customer is current on a primary payment and a HOMELESS MFU activity found on Activity List (AL) or Future Activity List (FAL) screen

      SCANDAF

      Customer is Restricted Access (previously known as Deny Access)

      SCANO80

      Single Age pensioners aged 80 years and over

      SCANDEA

      Customer or partner is recorded as deceased (provisional or confirmed data)

      SCANOSEA

      Customer outside Australia as per Country of Residence (CRES) or Customer Advised Travel Details (RSCD) screen when return to sender letter is issued

      SCANENDD

      Address previously ENDDATED in last 28 days script wants to ENDDATE again

      SCANPTRN

      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

      SCANBLOC

      Another activity is preventing the update, e.g. 'STA'rted activity preventing end dating address

      SCANMLTI

      Multiple WUK DOC NFA on Document List (DL) screen

      SCANDATE

      Scanned Batch Laser Advice (BLA) letter has an invalid date or no date

      SCANOLDL

      Return letter more than 42 days old, no other letter issued since return to sender

      SCANADD

      SCANNADD

      Customer has returned correspondence and Home (HOM)/Postal (POS) is different from letter address and Temporary (TEM) or Term (TER) is recorded

      SCANMULT

      Customer has more than one letter for the same date on the History Summary (HS) screen

      SCANNOT

      Customer’s Benefit is no longer current

      SCANHPCC

      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

      SCANLET

      Letter on HS print status does not allow for reprint of returned letter

      SCANNLET

      System was unable to identify letter on record

      SCANOTH

      Letter on HS screen has a status of AU, PC or PQ system cannot determine if customer should be suspended

      POSTLTR

      Customer has had a new address recorded, letter to be reissued

      SCANNDB

      Customer was sent a letter about unauthorised activities

      SCANBEMP

      SCANRTSB

      SCANRSS

      Customer was sent a letter and has an outstanding IRS review

      SCANINAD

      Customer’s home or postal address is different to the letter address. This may be due to system not recognising special characters (e.g. - , ’ , / )

      SCANNCL

      Customer has an outstanding or started claim at the time of the returned mail

      SCANL62

      Customer has a new address recorded and letter is more than 62 days old

      SCANPHY

      Customer has an address type of PHYsical recorded

      SCANYPLA

      Customer sent a Youpla Resolution Payment letter