Separating safely - protecting personal details 102-22060707
Expand allThis is a Family and Domestic Violence Interaction Point. If the customer is with another person, on speakerphone or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, see the Family and domestic violence procedure to conduct the Family and Domestic Violence Support Model (FDVSM) process.
This document provides the details staff should give to customers to keep their personal details safe when unlinking their record from another person. This includes separating from their partner or ending a carer relationship.
Actions to help a customer protect their information
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Item |
Action |
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1 |
Customers at risk of family and domestic violence + Read more ... If family and domestic violence concerns are identified, and the customer:
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2 |
Actions for staff + Read more ... Staff need to:
If the customer needs help, follow the relevant procedures outlined below. |
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3 |
Change passwords or PIN + Read more ... The customer should consider changing their passwords or PIN for:
This is especially important if the other person had access to the customer's accounts. See:
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4 |
Review agency arrangements for someone to act on the customer's behalf + Read more ... Before updating any personal details, such as their address, the customer may need to end arrangements for someone to act on their behalf. This can include:
Customers need to update these details separately with Centrelink, Child Support and Medicare. Note: tell the customer that when a nominee arrangement is cancelled the nominee will receive a letter to tell them the arrangement has ended. See:
Centrelink Medicare Child Support |
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5 |
Update the customer's relationship status with Centrelink + Read more ... When a customer separates from a partner, they need to update their relationship status. This will ensure:
The customer should do this before updating other details on their record. Updating the customer's relationship status:
Depending on the type of the payment they get, the customer can:
See: |
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6 |
Transfer to a new Medicare Card + Read more ... If the customer is on a Medicare card with other people, they should transfer off the card before they update their address. This makes sure:
If there are children on the Medicare card, the customer can add them to the new card. Customers can complete this online. See: |
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7 |
Update the family Medicare Safety Net registration + Read more ... When a customer separates from a relationship, they should update their Family Safety Net. This keeps their Medicare claims and reimbursement details private. See:
Family registration and confirmation for Medicare Safety Net |
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Review other arrangements for someone to act on the customer's behalf + Read more ... Before updating any personal details, such as their address or medical information, the customer may need to end arrangements for someone to act on their behalf with services outside of the agency. This can include:
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Change payment destination + Read more ... Customers should check if they need to update their bank account details:
Customers can update their bank details online. They need to update the details separately for Centrelink, Medicare and Child Support. See: Centrelink
Medicare
Store, confirm and end date bank account details for Medicare EFT payments Child Support |
