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Actioning multiple Centrelink Customer Reference Numbers (CRNs) 102-13020020

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This document outlines how to action multiple Centrelink Customer Reference Numbers (CRN). This process is for Data Quality Unit (DQU) staff only.

DQU staff action multiple CRNs

A multiple CRN occurs when DQU staff have completed a Same Person Assessment and have found a Centrelink customer has more than one customer record.

Multiple CRNs are actioned only by DQU staff, who complete a primary CRN determination and, where possible, use the Delete Person (DP) function to delete any multiple record(s).

If a multiple record cannot be deleted it will be linked to its primary record with a multiple CRN (MLC) link. A Display on Access (DOA) DOC will be added to the primary CRN.

On entering the multiple CRN the following Multiple and Intertwined Warning (MIW) screen will display:

  • ‘This record has been assessed as a multiple and cannot be used for the customer. The customer's primary record is 123 456 789X. Do you wish to proceed? N’

Service Officer’s can enter ‘Y’ to access the record in ‘read only’ mode.

The Resources page contains a link to the Intertwined Referral form.

Customer has multiple Centrelink Customer Reference Numbers (CRN)

Centrelink Multiple Match List (MML) screen

Data Quality Unit (DQU) CLI/MLC process for multiples

Initial remediation on a multiple or intertwined Centrelink Customer Reference Number (CRN)

Identifying a customer's primary Centrelink Customer Reference Number (CRN)

Same Centrelink customer assessment