Initial contact from customers in rural and remote areas 002-01000000

When a customer contacts to claim a payment, they need to give details of their personal circumstances. The agency will then assess the customer's circumstances and match the most appropriate products and services that best meet their situation, whether they are self-employed or involved in a farming enterprise.

The agency has designed its service delivery around the personal circumstances a customer experiences. Customers do not have to know about the details of particular entitlements but only have to explain their circumstances to a Service Officer who will assess the range of products and services available based on these circumstances. It is the responsibility of the Service Officer to make sure:

• the agency is providing all products and services appropriate to each customer's needs
• an appropriate service offer is made

If the customer lives in a remote area and normally uses an agent, Remote Service Centre or phone to do business, the customer should be transferred to the Remote Claims Processing (RCP) team through Services Australia Workspace, except Farm Household Allowance (FHA) customers.

The RCP team provides specialised remote service for identified remote customers.

The customer must have:

• the remote indicator showing on the Customer Overview, or
• a residential address in a remote location. Note: for details on how to check this in Office Locator, go to the Resources page

Consider engaging an interpreter if the customer has limited English language proficiency and their preferred language has been recorded. Go to Interpreter Services.