Classifying child support images 277-01070000

Term

Description

Classification Officer action

Finalise

Alert | Court/Substituted service documents

Classification Officers must classify all incoming court related documents, substituted service documents and referral questionnaires.

To finalise these priority documents, action the links in the following order:

• Index | Document types to classify them on the same day they are received, but no later than the following business day
• Process Category | Specified image

Alert | Potential at risk customers

Classification Officers check for words, phrases or images to identify ‘Potential at risk’ and vulnerable customers identified via Child Support correspondence.

These checks occur automatically via language filters that are applied to all lodged customer web forms.

All Classification Officers must escalate all instances of incoming correspondence that:

• identifies a ‘Potential at Risk’ customer at any stage of classifying documents:
• attach the document to the customer record
• different actions apply depending on how the correspondence was received and if the customer record can be found
• contains a potential threat made by the customer to:
• themselves
• another parent/carer
• a child, or
• other member of the public
• threats made against Services Australia staff, or other organisations. Note: these threats are not covered in this procedure, go to Customer Aggression Guidelines > Emergency Response Procedures and follow the relevant instructions

Complaints/Feedback web form correspondence

Complaints/Feedback web form correspondence will show the first line as ‘Urgent potential at risk customer’.

Locate the customer record in Cuba to classify the correspondence. If the customer:

• can be identified in Cuba:
• classify the document to the customer record as Complaints/None
• complete the email template for ‘Potential at risk’ customers to escalate, and
• immediately email this to the ‘Potential at risk’ escalation mailbox to alert them of the threat. For urgent matters, phone a Service Support Manager to alert the Complaints team to the potential threat
• cannot be identified:
• place the document in Non-Customer
• add a note stating, ‘This document has been escalated through to Complaints as per ‘Potential at risk’ customer process’, and
• set as Not to be reviewed (NTBR)

Complaints/feedback correspondence submitted to the ‘webmaster’ email or via mail

This correspondence needs to be manually scanned by a Classification Officer to identify vulnerable and ‘potential at risk’ customers. If the correspondence contains a potential threat made against themselves, another parent, child or individual, or there are other vulnerabilities such as Family and Domestic Violence noted, and:

• The customer can be identified in Cuba:
• classify the document to the customer record as Complaints/None
• complete the email template for ‘Potential at risk’ customers to escalate, and
• immediately email this to the ‘Potential at risk’ escalation mailbox to alert them of the threat. For urgent matters, phone a Service Support Manager to alert the Complaints team to the potential threat

• The customer cannot be identified:
• place the document in Non-Customer
• add a note stating, ‘This document has been escalated through to Complaints as per ‘Potential at risk’ customer process’, and
• set as Not to be reviewed (NTBR)

Correspondence from all other sources (including ‘contact us’ web form)

If the customer:

• can be identified in Cuba:
• classify the document to the customer record
• complete the email escalation template for ‘Potential at risk’ customers on the Resources page, and
• immediately email this to the Parent Support Team. If the issue is highly sensitive, phone the PST Program Manager or PST Program Support Manager to alert them to the referral
• cannot be identified in Cuba:
• place the document in Non-Customer
• add a note stating, ‘This document has been escalated through to NCMS as per ‘Potential at risk’ customer process’, and
• set as Not to be reviewed (NTBR)

Customer identified in Customer First only

If the customer cannot be identified in Cuba (has no child support record), use Customer First to check if the customer has a Centrelink record.

If the customer can be identified in Customer First:

• attach the electronic document(s) to the Centrelink customer's record
• use Document Tools in Customer First

To finalise, if Classification Officers have completed checks and the customer is not identifiable in Cuba or Customer First:

• complete the email template for ‘No customer record found in Cuba and Customer First’ on the Resources page,
• immediately email the completed template and a copy of the correspondence to the Operational Planning (New Customers) mailbox
• change the correspondence category to Non-Customer
• complete the Action reason, and
• set as Not to be reviewed (NTBR)

Classification Officers must save all related emails (sent and received) in Outlook > Mail Handling Inbox > Customer Threats sub-folder.

Correspondence | Agreements

Agreements can be prepared by solicitors and can also be submitted by parents by completing a Child Support agreement form (CS 1666).

An initiating agreement begins a new case between the parties named in the agreement and a new record may need to be created for the customer.

A non-initiating agreement is where parents who have already registered a Child Support case enter into an agreement.

Child Support agreements are attached to the customer who has sent in the agreement (or on the customer’s behalf).

If there is no record for the customer, create a new record. Do not attach it to the other parent’s record.

To finalise, make sure agreements are correctly classified as either:

• initiating, or
• non initiating

If an agreement is identified as a draft agreement, see Correspondence | Agreements (draft)

Correspondence | Agreements (draft)

Child Support offers a service where customers can request a draft agreement to be reviewed to make sure the terms and intent of the agreement can be registered.

Draft agreements can generally be identified by an accompanying letter, where solicitors state they are seeking advice on whether the agreement can be registered, and where the agreement is not signed by either parent.

Classification Officers must check all correspondence provided when determining if correspondence is a draft agreement

The fact the agreement is not signed at all, or only signed by one parent does not automatically make the agreement a draft agreement.

To finalise, if a draft agreement is received and the customer:

• exists in Cuba:
• classify the document
• delete the automatically generated intray, and
• create a ‘Draft agreement received’ intray
• does not exist in Cuba:
• classify the document to pending delete/other
• if an agreement is received from a customer without a record, email a copy of the draft agreement to the relevant Program Support Manager mailbox in the nearest capital city of the law firm.

Correspondence | Cheques (domestic) RBA CSA RETURNS

Classification Officers record all incoming processed domestic cheques details received for child support customers via FUJIX ZEROX.

For domestic cheques statement received from FUJI ZEROX (RBA CSA RETURNS):

• Classification Officers are to download the digital image
• email to CSA.PAYMENTS

Classification Officers are to then split each document and classify as appropriate.

Correspondence | Cheques (returned)

Classification Officers record all returned cheques received for child support customers.

To finalise:

• email the Cash Management Team advising of the returned cheque and that the originals will be sent to them
• add the following note to the intray when classifying:
• ‘Copy- Original sent to CS Cash Management Team. NFA Intray requires no action’

Correspondence | Returned To Sender Mail

Returned to Sender mail requires an update the customer’s record to reflect this.

Check the customer’s address on Cuba. If the address matches the address on the returned mail:

• select GO > Details
• tick the Invalid box, (next to the address type)
• select reason Returned Mail
• add a notepad which outlines:
• type of document returned
• address it was addressed to
• any other information written on the envelope

Document retrieval/image review request | Webform

Classification Officers will forward original correspondence in response to a Document retrieval/ image review request which confirms a valid business requirement for the retrieval.

Forwarding Original Documents - International Transmittal

If original documents need to be sent to another site, these will be sent by approved internal mail. See Security Hub - Transporting Documents and File Management for more information.

For document tracking, record a description of the correspondence to be forwarded, and what date the internal bag is sent on a Cuba notepad. This will assist investigations if any problems occur.

Preparing and forwarding Original documents

To finalise complete the Request for document rescan, retrieval, or location webform with the relevant information in the original email request.

Emails | EDC mailbox

Classification Officers may at times, receive large size emails or attachments in the mail handing mailbox from staff.

Emails over 8MB or attachments over 4MB are difficult to open in Cuba and must be manually adjusted before being classified to a customer’s record.

When an email is received in the Electronic Document Classification (EDC) mailbox, Classification Officers must check and flag any emails where:

• the total email size is over 8MB, or
• individual attachments are over 4MB (can include pictures in text of body)

These emails must be manually adjusted by the Cuba mailbox to:

• reduce the attachment size, and
• expand any zipped files and adjust them to fit

To finalise, forward the email to the Cuba mailbox for manual adjustment:

• open the email in the EDC mailbox inbox
• select Forward
• make sure the email From field shows ‘Mail Handling’ and not the Service Officer personal email details
• delete any Service Officer details
• leave information included in the body of the email, and
• Send

Emails | Webmaster mailbox

Classification Officers may receive emails in the Webmaster mailbox.

When an email is received in the EDC mailbox, Classification Officers must check and flag any emails where:

• the total email size is over 8MB, or
• individual attachments are over 4MB (can include pictures in text of body)
• emails with zipped files attached
• emails which have been quarantined
• emails that have been identified as:
• security risk
• potential at risk customer
• threatening behaviour, or
• having an unusual file extensions. For example, .HEIC or .RTF

These emails must be manually actioned by the Cuba mailbox to:

• reduce the attachment size, and
• expand any zipped files and adjust them to fit
• release oversized emails from quarantine, or
• escalate as outlined in Alert | Potential at risk customers

Where an email has been quarantined due to the email including an encrypted file, a media attachment, or possible harmful content, Classification Officers must not request release of the email. This is because the files or other content contained within the email present a risk to security or the proper functioning of ICT systems. See Acceptable use of ICT facilities.

To finalise large size emails or attachments, forward the email to the Cuba mailbox for manual adjustment:

• open the email in the EDC mailbox inbox
• select Forward
• make sure the email From field shows ‘Mail Handling’ and not the Service Officer personal email details
• delete any Service Officer details
• leave information included in the body of the email, and

To finalise quarantined emails due to file size:

• send a request to the Quarantine release mailbox to release the quarantined email
• make sure all relevant fields are completed as requested in the email

To finalise quarantined emails due to file encrypted, media attachment, or possible harmful content, do not request release of the email:

• forward the quarantined email notification to the Cuba mailbox for classifying
• if the customer is identified, classify to the customer record

if the customer cannot be identified, classify the quarantined email notification to ‘Non-Customer’ for further follow up. Note: attaching the quarantined email notification to the customer record allows the case manager to be made aware of the correspondence issue and contact the customer to discuss alternative options for forwarding the information to Child Support

Index | Document types

Classification Officers must use the Routing matrix to determine the Category and Sub Category when classifying (attaching) a digital image of the document to the relevant customer record in Cuba after it has been scanned.

Classify the correspondence in the Unattached Correspondence window if the document is one of the following and the customer can be identified:

• Application for Child Support
• Agreement
• Centrelink
• Change of Assessment application and supporting documents
• Complaints
• Court and Substituted Service documents
• Employer Services
• General correspondence. See Requests lodged under the Freedom of Information Act 1982 to check if the request for information is a formal FOI request
• Objection
• Presumption of parentage
• Response, or
• Unidentified Work - customer can be identified however work type is unclear

To finalise, if the correct customer:

• has been identified and the correct category/sub-category selected, save these selections to finalise the classifying process. Go to Process Category | Specified image
• cannot be identified and/or category cannot be selected, go to Index | Category exemptions

Index | Exemptions (category)

Classification Officers who cannot identify a customer from the correspondence or the correspondence cannot be categorised as one of the document types (as per Index | Document types), further actions are required.

If the customer cannot be identified or cannot be categorised as a document type (as per Index | Document types), allocate the correspondence to the most relevant category below for further review.

Multiple customers

Go to go to Process Category | Multiple customer if the correspondence contains:

• information for more than one customer/organisation
• multiple forms/documents for the same customer, however requires action from different business areas

Non-customer correspondence

Go to Process Category | Non-customer if the correspondence:

• relates to child support but not to a Child Support customer
• requires a response but there is insufficient information to identify the customer
• is electronic and clearly intended for another government agency, such as Centrelink

Pending delete

Go to Process Category | Pending delete if the correspondence has an image that is:

• not suitable to be stored on Cuba (not related to Child Support):
• in relation to a domestic and/or family violence concern received from a non-customer or third party
• unsolicited third party correspondence
• an FOI request
• a draft agreement for which no customer record exists. See Correspondence | Agreements (draft)
• advertising

Restricted Access Customers (RACS)

Go to Process Category | Restricted access customers (RACS) if the correspondence has an image that is for a RACS1, RACS2 or RACS3 customer.

Review image

Go to Process Category | Review image if the correspondence:

• is poor quality or has incomplete postal correspondence
• Application for Child Support, Initiating Agreement, or Reciprocal Enforcement Maintenance Order applications where no customer record exists and a Tax File Number has not been provided by the applicant

Unidentified customer

Go to Process Category | Unidentified if the correspondence:

• does not sufficiently identify the customer
• displays server error messages

Unidentified employer

Go to Process Category | Unidentified employer if the correspondence:

• information does not sufficiently identify the employer, or
• displays server error messages

To finalise, ask Classification Officer to:

• review exemption correspondence, and
• determine how to process the correspondence

The Classification Officer will view the document in the List Correspondence window to determine if the customer record can be identified using correspondence information.

If the Classification Officer identifies the customer, Classification Officers can:

• view the document and associated notepad in the List Correspondence window
• classify the correspondence to the correct customer record
• categorise, and
• action the correspondence as per the relevant Process Category

If the Classification Officer:

• cannot identify the customer, go to Process Category | Non-customer
• the correspondence relates to multiple customers, go to Process Category | Multiple customers, or
• the image category cannot be determined, go to Process Category | Review image

Process Category | Detach

Classification Officers must detach correspondence:

• that has been classified to an incorrect customer
• that requires editing due to information being provided by a child, or
• where multiple documents are being scanned

Only remove correspondence from a customer record in the following limited circumstances where:

• it has been classified (attached) to the wrong customer record and the correct customer cannot be identified
• it is a multi-customer document where information for the other customer/s has not been removed or redacted
• it is a multi-document from the same customer that needs to split. For example, a Change of Assessment application and general objection
• evidence received directly from a child directly or via a parent or third party, unless it relates to the child’s employment as part of a COA Reason 4 consideration. See Open Exchange of information for Child Support Customers
• it is evidence or information that cannot be kept. For example, information contains inappropriate images

To finalise, use the Correspondence Cuba Process Help to view the document and associated notepad to determine why the image was detached:

• classify the correspondence to the appropriate customer record
• if unable to classify the correspondence, change the correspondence category to the most appropriate category based on the reason the image was detached, or
• edit the document as required and rescan the document and classify it to the customer

Process Category | Multiple customers

Correspondence may be received that contains:

• information for more than one customer/organisation
• multiple forms/documents for the same customer, however requires action from different business areas. For example, COA application received with a general objection

Attach employer deduction correspondence containing multiple customers to the relevant employer organisation record as they are not multi-customer documents. This does not apply to correspondence containing deduction information for S72a notices, unless the information is included with standard employer deductions and the amounts deducted via S72a are paid through the employer account.

Where a request to edit the document meets the requirements for editing and the correspondence is not part of the COA, Objections or Part 6a process:

• open the image in Adobe Acrobat Pro
• electronically extract the relevant pages, or
• electronically black out (redact) any details that form part of the request

Go to Finalise.

This process applies to correspondence where multiple unrelated customers are listed in the one scan, or multiple forms for the same customer have been scanned together. It also includes the process for correspondence which requires editing for a unique reason, which requires a business case and Team Leader or above approval.

View the correspondence and associated notepad in the List Correspondence window.

If the image contains information about more than on customer, and was received:

• via post and there is a source document containing multiple customer information:
• retrieve the original document
• create a copy of the document (the original must be retained unedited)
• split or manually black out the other customer's information so that only the information relevant to one customer is visible on separate copies of the correspondence
• stamp the document with the 'Rescanned' stamp, key the date it was rescanned and initial it
• via post and the multiple customer image resulted from more than one document being scanned as one image:
• retrieve the original documents from batch storage
• rescan as separate documents to the Rescanned Image mailbox, stamped with 'rescanned' and the date rescanned
• electronically directly into Cuba (fax, email, webmaster forms):
• open the image in Adobe Acrobat Pro
• electronically extract the relevant pages for each customer
• electronically black out (redact) any details of other parties from each customer's copy

Single cheque payment received for multiple accounts

Make sure the completed payment slip amount matches the cheque amount.
Complete a payment slip for each account if:

• an employer has sent in a single cheque for a total amount
• payment is for multiple accounts, and
• the employer has indicated the amount for each individual account
• classify as Unidentified

To finalise correspondence:

• or an image received via post and there is a source document containing multiple customer information:
• scan the document to Rescan
• classify the document
• change the correspondence category of the original image to Pending Delete or delete the image (appropriate access required)
• complete Action Reason, and
• batch file the unedited copy
• received via post and the multiple customer image resulted from more than one document being scanned as one image:
• change the correspondence category of the original image to Pending Delete or delete the image (appropriate access required)
• complete the Action Reason, and
• batch file the original document under the batch number in which it was rescanned and place in batch file storage
• received electronically directly into Cuba (fax, email, webmaster forms) or the document meets the requirements for editing and the correspondence is not part of the COA, Objections or Part 6a process:
• attach a copy of the redacted images for each customer to an email with the subject heading 'Image Number': (original file name)'
• send email to EDC mailbox
• from the EDC mailbox, forward the email to Cuba mailbox
• move the email to the EDC mailbox folder > DocSplit$. Note: for document s that meets the requirements for editing and the correspondence is not part of the COA, Objections or Part 6a process, move the sent email to the Electronic Document Classification mailbox folder > DocSplit$ - Processed
• attach the uploaded email in Cuba, to the customer record and delete the intray created if required.
• confirm the correspondence category of the original image as Multi customer
• complete the Action Reason, and
• check the item is not to be reviewed box to allocate the default review date 31/12/9999

Process Category | Non-Customer

View the correspondence and associated notepad in the List Correspondence window and classify the correspondence to a customer record.

If the correspondence is Child Support related customer cannot be identified and a response is required:

• send an email with the subject line 'Correspondence Requiring a Response' and list the GUID numbers to:
• New Customers and Mainstream Services, or
• International Child Support
• complete the Action Reason as Requires Response, and
• check the item is not to be reviewed box to allocate the default review date 31/12/9999

If the correspondence is intended for Centrelink and is electronic mail (email, faxes, web), save the correspondence as a PDF document. If the customer:

• is identifiable in Customer First, use the Document Upload function in Document Tools, to upload the correspondence to the customer’s record
• not identifiable in Customer First, print the document and fax to Centrelink on 1300 786 102:
• complete the Action Reason as Requires Response, make a note that you have forwarded the correspondence to Centrelink, and
• check the item is not to be reviewed box to allocate the default review date 31/12/9999

To finalise, if the correspondence is not intended for Child Support or it is not customer related:

• refer or return the correspondence to the addressee as required
• change the correspondence category of the original image to Pending Delete or delete the image (appropriate access required)
• complete the Action Reason
• go to Process Category | Pending Delete

Process Category | Pending Delete

When images need to be deleted, Classification Officers must:

• view the correspondence and associated notepad in the List Correspondence window, and

delete the correspondence if appropriate

Specific actions apply if the correspondence relates to:

• domestic and family violence
• fraud
• Freedom of Information (FOI), or
• a draft agreement

If the image should not be deleted, classified the correspondence to the customer record.

Domestic and family violence

Send the correspondence to the appropriate agency. See the Resources page for a list of family protection authorities.

Fraud

Email the correspondence to the Fraud Investigation Team mailbox in the relevant state:

• Investigations - NSW/ACT
• Investigations - Qld
• Investigations - SA/WA/NT
• Investigations - Vic

The correspondence may be referred to both fraud and a child protection agency.

FOI

Email a copy of the FOI request to Freedom of Information:

• classify the document to the customer
• add a note to the intray advising the FOI request has been forwarded to the FOI team, and
• delete the intray

Draft Agreement

If the customer’s record in Cuba:

• can be found:
• classify the correspondence
• delete the auto created intray, and
• create new ‘Draft Agreement Received’ intray to replace it
• cannot be found:
• send a copy of the draft agreement to the PSM mailbox that is relevant to the state capital office the customers reside in
• document the steps taken in the Correspondence notepad, and
• delete image

To finalise, if the customer cannot be identified:

• change the correspondence category to the most appropriate of either
• Unidentified
• Unidentified Employer, or
• Non-Customer
• document the steps taken to locate the customer in the comments field, and
• if future checks:
• are unlikely to locate the customer, check the item is Not to be reviewed to allocate the default review date 31/12/9999, or
• may identify the customer, set an appropriate review date based on the future checks required

Process Category | Restricted access customers (RACS)

Correspondence may contain an image that relates to a RACS1, RACS2 or RACS3 customer.

Service Officers with relevant RACS access, process correspondence for RACS customers.

To finalise, Classification Officers will access the RACS category from Unattached Correspondence and classify according to their RACS access.

If Classification Officers are unable to classify the correspondence, the National RACS team will do so.

Process Category | Review image

This process generally applies to images which are unclear or incomplete.

Classification Officers are to review the original document held in batch filing to determine if quality can be corrected.

Unclear image

• if the hardcopy is also of poor quality and the customer can be identified, classify the correspondence to the customer record or
• if the hardcopy is better quality, follow the re-scan processes as set out below
• stamp the document with the 'Rescanned' stamp, key the date it was rescanned, reason and initial it:
• scan the document to Rescanned Image
• classify (attach) the document
• change the correspondence category of the original low quality image to Pending Delete

Incomplete image:

If pages or sections were missed during initial scanning:

• follow the re-scan processes as set out below
• stamp the document with the 'Rescanned' stamp, enter the date it was rescanned, reason and initial it
• scan the document to Rescanned Image
• classify (attach) the document
• send the incomplete image to Pending delete for removal
• to maintain batch filing of the correspondence, it must be noted on the original batch cover sheet the item was removed for rescanning, as well as the new batch location

Application for Child Support, Initiating Agreement, REMO:

If one of the above applications is received for which an existing customer record cannot be located and the customer has not provided a Tax File Number, conduct a search of the Australian Taxation Office (ATO) database, see the List Customer Window Help

Postal correspondence intended for another government agency or another organisation

If the correspondence was received by post and is clearly intended for another government agency (such as Centrelink) or another organisation, send the original to Centrelink or the intended recipient.

To finalise:

• an unclear image:
• if customer cannot be identified from the original, then classify correspondence to unidentified
• an incomplete image:
• if there is no hardcopy (for example, the correspondence was received by fax), classify the image to the customer record
• Application for Child Support, Initiating Agreement, REMO. If the customer is:
• subsequently located, document the search results and attach the correspondence to the customer profile, or
• not located, create a new customer record, document the search results and attach the application, see Table 2 in Customer records Cuba Process Help
• postal correspondence intended for another government agency or another organisation:
• change the correspondence category of the original image to Pending delete and check the ‘not to be reviewed’ box
• complete the Action Reason adding a note that correspondence has been forwarded to intended recipient

Process Category | Specified image

This process applies to:

• court documents,
• Employer Withholding (EW) documentation (such as remittance advice with cheques), and
• domestic cheque documentation (for child support payments)

Process these priority documents on the same day they are received, but no later than the following business day.

If the image quality is suitable but is unable to be attached to a record, change the Process Category to reflect the reason the image cannot be attached.

For court documents:

• documents received with another Child Support document (such as COA), before splitting the document, make sure each document is clearly identifiable as to who sent it in
• classify documentation as Court documents – Substituted Service

For cheques (domestic) only:

• classify according to what the payment is for. For example, S72a, employer remittance etc
• go to Correspondence | Cheques (domestic) to finalise

Substituted Service/ On-forward

Note: before forwarding any documents, refer to Child Support Guide 11.1.6 Forwarding documents & substituted service about when customer contact should be undertaken.

In Cuba:

• record all letters sent relating to the on-forwarding of documents
• copy the acknowledgement letter to the lawyer in full on the customer’s record, and
• document a summary of the client letters

On-forwarding

In cases of simple on-forwarding of documents, only complete an affidavit of service if requested.

If a decision is made not to on-forward documents to the respondent, return the documents to the originating solicitor with a MX4.1 letter outlining the decision. Reasons for not on-forwarding documents include:

• the application is not related to Child Support
• the customers are under an Apprehended Violence Order (AVO)
• the person and/or address cannot be found, or
• the documents have been returned unclaimed

Substituted Service

To finalise, forward court documents to the other party by registered post (including an affidavit of service) under the terms of a court order, unless requested otherwise. Check documents relate to Child Support matters. When sending court documents, use:

• covering letter is MX 3-1 in the Cuba letters list to the recipient, and
• letter MX 6-1 to the applicant to advise the documents have been forwarded

The lawyer/ representative for the applicant (who sent the original letter requesting documents be sub-served) are advised by letter and a completed affidavit.

On-forwarding

To finalise, check if there is an AVO in place as it may not be appropriate to send the documents. The site Program Support Manager assisting the Classification Officer will decide if documents can be sent.

Court Applications

To finalise, send a MX6-1 letter to the lawyer/representative for the applicant (who sent the original letter) to acknowledge receipt of the Court documents. If they have sent in an ‘Acknowledgement of Service’ form, complete this and return with a covering letter.

Email the Program Advice Team.

Each day an email is sent to the Program Advice Team listing the Court Applications received for the day by post, fax and email. The court applications are divided within the email into 2 groups:

• CSA as a Respondent
• CSA not as a Respondent. Also included are Court Orders with categories of CVA, MULTI

Overseas substituted service

To finalise:

• after imaging and classifying
• place all original overseas substituted service documents and referral questionnaires inside an internal mailbag, and
• post to Tasmanian Mailroom Operations

Process Category | Unidentified

If the images are good quality and the correct customer cannot be identified:

• review the Correspondence and associated notepad in the List Correspondence window, and
• classify the correspondence to a customer record if customer is located from further searches

Classification Officers should consider that the originating fax numbers may not be a personal contact number for a customer. For example, it could be their employers fax number, see Faxing personal/protected information to customers before referring correspondence to Non-Customer where a fax number is the only contact information.

Customer not identified and correspondence:

• includes contact information:
• document all searches undertaken in a notepad
• does not have contact information:
• document the steps taken to locate the customer, and

check if the customer can be identified at a future date

To finalise, for unidentified customers where the correspondence:

• includes contact information:
• change the correspondence category to Non-Customer
• go to Process Category | Unidentified
• does not have contact information, and:
• it is possible the customer can be identified at a future date, set a review date appropriate to the document type, or
• if the customer is not likely to be identified at a future date, check the item is not to be reviewed box to allocate the default review date 31/12/9999

Process Category | Unidentified employer

If the correspondence relates to an employer not in liquidation/administration:

• view the correspondence and associated notepad in the List Correspondence window, and
• classify the correspondence to a customer record

If the correspondence relates to an Employer in liquidation/ administration, conduct searches to determine if the organisation exists in Cuba.

If the organisation is:

• found, attach liquidation correspondence as Employer Services - None. In the organisation record, delete the intray just created, and create a new ES LIQUIDATION RECEIVED intray
• not found, attach the document to the Liquidators organisation CSID, and the ES LIQUIDATION RECEIVED intray created as per above process

If neither the employer nor the liquidator is found:

• email the GUID to National Employer Services Team, and;
• change the correspondence category to Action Reason ‘Other’ and update the image notepad with details of the referral
• check the item is not to be reviewed box to allocate the default review date 31/12/9999

Note: employer denotes both an employer and/or an organisation.

To finalise, if unable to classify the correspondence to a customer record:

• email the GUID to National Employer Services Team
• change the correspondence category to Action Reason Other and update the image notepad with details of the referral
• check the item is not to be reviewed box to allocate the default review date 31/12/9999