Data Quality Unit (DQU) CLI/MLC process for multiples 102-13040000

Same person determination

Data Quality Unit (DQU) will triage all CLI/MLC activities and liaise with the network if updates and/or contact is required.

CLI/MLC activities can be generated on records belonging to different people with similar details. DQU Service Officers are to compare the existing and newly created record(s) to determine if the CRNs belong to the same person.

• 'S'elect the CLI/MLC activity from the Activity List (AL) screen and navigate to the CRN Multiples (MULT) screen
• Take note of the existing CRN and go to the Multiple Match List (MML) screen for a full list of possible multiple CRNs
• If the CLI/MLC activity contains 'CROSSOVER' in the Notes field:
• 'S'elect the CLI/MLC activity from the AL screen on one of the CRNs and key the fields as follows:
• Outcome field 'NMU'
• DQU Assessment field 'CAN-CO'
• Continue below to process the remaining CLI/MLC activity

Can the DQU Service Officer verify the records belong to the same person or different people?

• Yes,
• same person, go to Step 3
• different people, see Step 4 in the Finalise CLI/MLC activities table
• No, go to Step 2

Is there a contact number on the Telephone History (TDH) screen?

Yes:

• Add notes to the MULT screen for the network to determine if the records belong to the same person and send the CLI/MLC activity with fields keyed as follows:
• Outcome 'ACT'
• DQU Assessment 'RESENT'
• Record a warning Display on Access (DOA) DOC on the newly created CRN to indicate the record is under investigation and is not to be used. If the CRN is a child (CHI) record, place a warning DOA DOC on the parent(s)/guardian(s) CRN
• From the Customer First Inbox, select the corresponding Work Item to re-categorise the activity to the network:
• Select ‘Re-allocate to pool’
• Select ‘Recategorised’ as the re-allocation reason
• Select ZIAM_REQ_DQU in the Work Item field. Press submit
• Procedure ends here

No, there is no contact number on the ‘TDH’ screen of the new CRN.

• ‘S’elect the CLI/MLC activity on the AL screen and key the fields as follows:
• Outcome ‘NMU’
• DQU Assessment field ‘CAN-DIFF’
• Press [Enter]
• Record a Warning DOA DOC on the newly created CRN and annotate requesting further information be provided at next contact
• Procedure ends here

RCP records are no longer used for providers of registered child care and must be considered a multiple record for the customer and should be used if determined to be the Primary CRN.

Go to Step 4.

Go to the Link Summary (LS) screen in the newly created record.

Is there a CHI/PAR link?

• Yes, link through to the parent(s)/guardian(s) record by keying ‘L’ in the box next to the link. Go to Step 5
• No, go to Step 6

The records of children born or entrusted into care as part of a surrogacy and/or adoption process, are not multiple CRNs.

Investigate the following to determine if the new record was created as part of an adoption/surrogacy process:

• DL screen
• Family assistance claims
• Scanned documents

Was the new CRN created as part of an adoption/surrogacy process?

• Yes, see Step 4 in the Finalising CLI/MLC activities table
• No, see Multiple Centrelink child Customer Reference Number (CRN) checks and cleansing. Procedure ends here

Refer to Identifying a customer's primary Centrelink Customer Reference Number (CRN) to determine primary CRN.

Investigate the multiple CRN to determine if any data needs to be moved/replicated or processed to the primary record.

Information includes (but is not limited to):

• Links - for example, partner (PTR), nominee (NOM)
• Claims - ensure claims are replicated to the primary CRN
• Address, telephone numbers, email addresses and any other associated information
• DOCs - Claim progress DOCs, Display on Access (DOA) DOCs and any other relevant information required for Centrelink business

Is there data to be updated/replicated on the primary record?

Yes, select the CLI/MLC activity from the AL screen and add notes to the MULT screen advising updates required by the network. Resend the CLI/MLC activity by keying as follows:

• Outcome field 'ACT'
• DQU Assessment field 'RESENT'
• Record a warning Display on Access (DOA) DOC on the multiple CRN to indicate the record is under investigation and is not to be used. If the CRN is a child (CHI) record, place a warning DOA DOC on the parent(s)/guardian(s) CRN
• From the Customer First Inbox, select the corresponding Work Item to re-categorise the activity to the network:
• Select ‘Re-allocate to pool’
• Select ‘Recategorised’ as the re-allocation reason
• Select ZIAM_REQ_DQU in the Work Item field. Press submit
• Procedure ends here
• No, see Step 1 in the Finalising CLI/MLC activities table

Do all the CRNs belong to the same person?

• Yes, go to Step 2
• No, go to Step 4

Have all necessary updates been completed?

• Yes, go to Step 3
• No, resend as per Step 6 in the Processing CLI/MLC activities table. Procedure ends here

Select the CLI/MLC activity from the Activity List (AL) screen to go to the CRN Multiples (MULT) screen. Key as follows:

• Outcome field 'ACT' (Actioned) - confirms the records belong to the same person and all required updates are completed. Note: the Outcome field may have already been completed by the network
• DQU Assessment field 'FIX'
• Press [Enter]

Go to Step 6.

Select the CLI/MLC activity from the Activity List (AL) screen to go to the CRN Multiples (MULT) screen. Key as follows:

• Outcome field 'NMU' (Not A Multiple) - confirms the records belong to different people or are not regarded as a multiple CRN. Note: the Outcome field may have already been completed by the network
• DQU Assessment field 'CAN-DIFF'
• Press [Enter]

Consider applying an ‘Intertwined Record Risk’ DOA DOC if appropriate.

• To apply the DOA DOC:
• Key !MIC in Next field in Customer First Press [Enter]
• Select from the ‘Control type’ dropdown box ‘Intertwined Record Risk’
• Key start date ‘T’ for today, Source ‘INT’, receipt date ‘T’ for today and press [Enter]
• The DOA DOC will now be applied

Go to Step 5.

Check the existing record to ensure no data from the newly created record has been intertwined.

Are the records intertwined?

• Yes, refer the CRNs to the Intertwined Team using the Intertwined Referral form. Procedure ends here
• No, consider applying a Display on Access (DOA) DOC to alert the network that there are records with same/similar details. Note: for adoption and surrogacy records, a DOA DOC is not appropriate. Procedure ends here

Use the Staff Feedback Tool to provide feedback to the Service Officer responsible for creating the new CRN. Seek assistance from Data Quality Lead and/or Prevention Officer if required.

Go to Actioning multiple Centrelink Customer Reference Numbers (CRN).