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

Has the customer's primary record been identified?

• Yes, go to Step 2
• No, go to Identifying a customer's primary Centrelink Customer Reference Number (CRN). Procedure ends here

Do all the CRNs belong to the same customer?

• Yes, go to Step 3
• No, if there is a multiple CRN referral:
• Annotate the DOC to indicate the records are for different people
• Consider recording the Multiple and Intertwined Control (!MIC) screen

If the records appear intertwined:

• Annotate the referral DOC with 'These appear to be/are different people. This case has been referred to DQU Intertwined Team for further investigation on <date>’
• Make an intertwined referral using the Intertwined Referral webform. Procedure ends here

Have the customer records be recorded as deceased?

• Yes, close the referral. Procedure ends here
• No, if a multiple record is found for a deceased customer that has not had the Death and executor information (DEA) screen in Process Direct or Death/Executor (DEA) screen in Customer First coded, delete it via Delete Person (DP) if possible, otherwise escalate to the escalation point. Procedure ends here

Does the multiple CRN have a CHI/PAR link?

• Yes, go to Multiple Centrelink child CRN checks and cleansing
• No, go to Step 5

Steps must be taken to cleanse the multiple CRN. This may include deleting and/or replicating information from the multiple CRN to the primary. This can include, but is not limited to:

• CPDS
• Update the Customer Person Detail Summary (CPDS) screen on the primary record to include all known names and/or DOBs that exist on the multiple CRN
• Reference Numbers (!NU)
• In all cases, external links on Reference Numbers (!NU) must be actioned
• Future Activity List (FAL)
• Attempt to 'C'ancel the FAL or attempt to bring forward to current day by 'V'iewing and altering the date
• Scans
• Ensure all scans are placed onto the primary CRN. Refer to Digital image attached to incorrect Centrelink customer record for assistance
• Link Summary (LS)
• If the link is unable to be ended, request the SDN to end open links (for example, CDA/ERP)

Refer to internal DQU processes.

Go to Step 6.

See Deleting or undeleting a Customer Reference Number (CRN) to determine if the multiple CRN(s) can be deleted.

Can the multiple record(s) be deleted?

• Yes, delete via Delete Person (DP) and record a DOC on the primary CRN confirming the details of the deleted record. Procedure ends here
• No, go to Step 7

If all of the record(s) belong to the same customer and the multiple CRN(s) cannot be deleted, the multiple and primary records must be MLC linked to avoid fragmentation of data and/or payments.

Go to the Link Summary (LS) screen in the primary record:

• Add New Link: enter 'Y' and press [Enter]
• On Other Customer Links (OCL) update as follows:
• Link Type: MLC
• SVC Rsn: PRI
• To: MLC
• Start Date: today's date
• Source: INT
• Date of Receipt: today's date
• Action: Insert.
• Press [Enter]
• On Link Person (LP) update as follows:
• Link to CRN: enter the CRN of the multiple record to be linked
• Press [Enter]
• On Link Confirmation (LC), confirm the details presented are for the multiple CRN. Update as follows:
• Confirm Selection: code 'Y' or select the 'Yes' radio button
• To link additional multiple CRN(s), in Add another link of this type: code 'Y' or select the 'Yes' radio button
• Press [Enter]
• Ensure the primary and multiple CRNs have been linked correctly and the link has finalised
• DOC the primary record advising of the multiple CRNs

Note: ensure the Office Code for MLC is not ‘NA8’ on the multiple CRN. If it is, update to the customer’s home office.

Go to Step 8

Check if any follow up action is required. This includes (but is not limited to):

• Locking access to Centrelink self service on the multiple CRN. If unable to select the ‘Prevent Registration’ option, lock using the ‘Unauthorised Use (With Consent)’ option
• Finalise any other related DOCs (for example, the multiple CRN referral), annotating with any relevant information, ensuring there is no information that could be a breach of privacy

Can all actions be completed by DQU staff?

• Yes, Procedure ends here
• No, Go to step 9

Any action(s) DQU staff cannot complete must be referred to remediation staff for completion.

• Record a referral for the action required. Refer to internal DQU processes
• Extend the ‘Controlled Access Start Date’ on the !MIC screen sufficiently to allow for the action to be completed