Skip to navigation Skip to content

Classifying child support images 277-01070000

Risks to a customer's privacy have been identified. See Separating Safely - protecting personal details to make sure the customer's personal details are safe before progressing.

This document outlines how to manage digital images in Child Support.

Managing digital images and quarantined emails

Item	Action
1	Splitting or editing digital images To split or edit digital images, see Requesting a document rescan, retrieval or location.
2	Detaching correspondence Classification support officers must detach correspondence from a customer record in the following limited circumstances: It was 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 from the same customer that needs to be split. For example, a Change of Assessment (COA) application and general objection Evidence received directly from a child directly or via a parent/third party, unless it relates to the child's employment as part of a COA reason for 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 Use the window to review the document and associated notepad and note why the image was detached, then: 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 For steps to detach a document, see View Correspondence Window Help. This will require granting of special CUBA access.
3	Digital images with missing pages or poor image quality Use the Request for document rescan, retrieval or location webform for digital images when: there may be missing pages during the scanning process processing cannot be completed due to poor image quality or errors in uploading an image For information about requesting a rescan of a digital image, see Requesting a document rescan, retrieval or location. Only documents received in Child Support since June 2010 are viewable in the View Correspondence window. Requests received by the webform will be actioned accordingly and depends on the 70 day retention period.
4	Quarantined emails received in the EDC Mailbox These will be stored in archive. This is separate to the Quarantined Images process, as it is about emails that cannot be opened usually due to encrypted content or size. These emails are actioned by the case manager who will: contact the customer to advise an email has been received that cannot be opened, and ask the customer to resend their information without any encrypted or media content. In some cases, resending information via a different channel may be appropriate. Authenticated online document lodgement is preferred, however the customer may also elect to send via fax or post Emails sent to the mailbox must: not be over 8MB, or have individual attachments are over 4MB (can include pictures in text of body) not contain zipped files attached not have an unusual file extension, for example HEIC or RTF If a document cannot be identified, classify the document to 'Unidentified' - None. Check every page of each document to make sure all pages are for the same customer. For large attachments such as bank statement, complete random checks throughout the document. Do not refer classifying work to non-customer or Pend-delete, documents need to be cross checked by TPS. When referring to any Portfolios - add a simple and clear note stating your decision and determine the correct forwarding Portfolio.