Types of Centrelink records 102-13020000

Centrelink records are identified by a unique Customer Reference Number (CRN).

• Customer records - person (PER) and child (CHI) records are created with a CRN for use by individual customers
• Unauthenticated Online Entity (UOE) - these records are created when a customer accesses the Centrelink website without using an authenticated CRN
• Registered carers (RCP) - these records were set up for providers of registered child care. Where a customer has a RCP record and a customer record, see Centrelink customer has multiple Customer Reference Numbers (CRN). RCP records are no longer current due to the commencement of the Child Care Subsidy (CCS) on the 2 July 2018, however will remain visible on the system
• Organisation (ORG) - these records are created for organisations to enable payments and interaction between the organisations and Centrelink customers

Service Officers may find the following issues with some records and reference numbers:

• Duplicate CRNs - are the same records across two environments. Duplicate CRNs may be the:
• Same CRN for different customers
  These cases are to be referred to the ICT Service Desk
• Same CRN for the same customer, but in different environments
  Check the Duplicate CRN List (DCL) screen for the environments a record is in. Most duplicate CRNs are created during an Inter-environment Change of Address (ICoA)
  If these CRNs do not resolve within two days, see Inter-environment Change of Address (ICoA) facility problem escalation process
• Duplicate CRNs are not multiple records, do not refer to the Data Quality Unit (DQU)
• Multiple CRNs - one customer with more than one CRN. The Multiple Match List (MML) screen can assist in finding multiple CRNs for a customer. An assessment of the records by the DQU will determine which record should be used. The Multiple CRN Referral Fast Note is used to refer multiple CRN cases to the DQU
• Intertwined records - one customer's data is incorrectly recorded on another customer's record. These records must not be used until they have been investigated by the DQU. The Resources page contains a link to the Intertwined Referral form
• Spurious records - are defined as a record that is false, based on information that is not true and therefore not to be trusted. These records must be referred to the DQU. The Resources page contains a link to the Centrelink Spurious Record Referral form
• Restricted Access records - can only be viewed or updated by authorised staff
• Restricted Update Record (RUR) - these records can be viewed, but can only be updated by authorised staff
• Deleted records - can be viewed, but not updated. However, if there is a critical business need, they can be undeleted. See Deleting or undeleting a Centrelink Customer Reference Number (CRN)
• Customer Access Number (CAN) - CAN is not the same as a CRN.

Requests for a new CRN will only be considered in exceptional circumstances. Customers should be encouraged to use passwords and other security measures available.