Classifying child support images 277-01070000

Email templates

Table 1

Template

Template content

Customer with a Cuba and/or Customer First record

‘Potential at risk’ customers

Classification Officers can use this email template to make and escalate referrals for ‘potential at risk customers’.

Subject line: Urgent: Customer Correspondence received at Child Support - Potential Threat

Body of email

This email is to alert your attention to the following document recently received by the Electronic Document Classification Team. The document has been identified (manually or electronically) as having content that indicates a potential at risk customer. Please review as appropriate.

The customer is currently [not locked/locked] to [Service Officer name].

The customer [has/has not] been located.

The document [has/has not] been attached to the customer record as [key category/subcategory].

Name:
CSID: (if applicable)
GUID:

Image:

[Copy and paste image of web document]

Template 2

Customer with no Cuba or Customer First record

No customer record found in Cuba and Customer First

Classification Officers can use this email template to escalate referrals for customers with no Cuba or Customer First record.

Subject line: Urgent: Customer Correspondence received in Child Support - Potential Threat

Body of email

This email is to alert your attention to the following document recently received by the Electronic Document Classification Team. The document has been identified (manually or electronically) as having content that indicates a potential at risk customer. Please review as appropriate.

Image:

[Copy and paste image of web document]

Inbound correspondence processing timeframes

Manual Classification Dates

Webform requests

Request for document rescan, retrieval or location webform

mySupport - Report Inappropriate and Incorrect Digital Images (Child Support, Aged Care, DVA, NDIA)

Routing matrix

Classification categories

If a document cannot be identified, classify the document to ‘Unidentified’
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
When referring to any portfolio, record a note stating the reason for the decision
Do not refer classifying work to non-customer or Pend-delete, documents need to be cross checked by TPS

Table 2

Categories

Agreements

Centrelink

Change of Assessment (COA)

Employer Service email with CSID

Employer unidentified

General

International

Image quality post documents/ missing pages /rescan requests

Medicare

Multiple CSIDs

New child support application

Objection

Pend-delete

Potential at risk

Proof of Parentage (POP)

Response

Server error and Microsoft issues

SPAM / Quarantine / Advertisement / Non child support mail

Agreements

Table 3

Document type	Category	Sub Category
Initiating or non-initiating	Agreement	None
Initiating or non-initiating -cannot ID the customer	Review Image	Other
Draft agreement - able to locate the customer	Agreement	None
Draft agreement – unable to locate the customer	Review-Image	none

Centrelink

Table 4

Document type	Category	Sub Category
Centrelink request	Centrelink	Request
Centrelink correspondence (cross checking if relates to Cild Support)	Unidentified	None

Change of Assessment (COA)

Table 5: if unable to identify document send to Unidentified - None.

Document type	Category	Sub Category
General	COA	None
Application	COA	Application
Response	COA	Responses
Correspondence	COA	Correspondence

Complaints

Table 6

Document type	Category	Sub Category
Correspondence relates to a customer complaint	Complaints	None
Correspondence addressed to/or where Services Australia executive, CEO have been CC’d in	Complaints	None
Correspondence relates to Ombudsman	Complaints	None
Compensation claims, correspondence	Complaints	None

Court documents

Table 7: if clearly states related to COA or, Objection, index to customer.

Document type	Category	Sub Category
All court related correspondence	Court Documents	None

Death notice / Wills

Table 8

Document type	Category	Sub Category
Correspondence relating to death notices and wills/ estates	Court documents	Will

Employer

Table 9

Document type	Category	Sub Category
Reconciliation	EMP Service	Reconciliation
72a (with multiple payers listed in the document)	EMP Service	Remittance /payment Advice Slips

Employer Services

Table 10: these include Specified Images.

Document type	Category	Sub Category
Employer Response (EFI)	EMP Service	EF1
Employer Liquidation	Unidentified - Emp	None
Unable to view employer attachments	Review Image	None

Employer Service email with CSID

Table 11: index to the provided CSID.

Document type	Category	Sub Category
Reconciliation, remittance, correspondence	EMP Service	The EMP Service advised on the Email Header.

Employer unidentified

Table 12

Document type	Category	Sub Category
Correspondence	UNIDENT EMP	None

General

Table 13: if unable to identify document send to Unidentified – None.

Document type	Category	Sub Category
Unknown	General	None
Change of address	General	Change of address
New contact details	General	None
Estimate	General	Estimate
Asset and Liability form (ALF)	General	ALF
Care / 18 letter	General	Care
Disputed care	General	Care
New income details	General	None
Income Tax Declaration (ITD)	General	Income Tax Declaration
Payment receipts	General	None
Representative Authority	General	Rep Authority
Freedom of Information (FOI)	Pend – delete TPS to follow up	None
Fraud Tip Off	Pend – delete	None
Non-agency payment (NAP)	General	NAP
Bank statements	General	None

International

Table 14

Document type	Category	Sub Category
New International application for Child Support – with ID	Application CS	None
New International application for Child Support – no ID	Review Image	None
General International correspondence	General - to unidentified if unable to ID	None
International correspondence received where a response is required	General unable to ID – to Unidentified	INT Stakes

Image quality – Post documents / Missing pages / Rescan request

Table 15

Document type	Category	Sub Category
Any post documents scanned where there is an error or poor image quality	Review Image – All fax headers blank pages to unidentified	None

Medicare

Table 16

Document type	Category	Sub Category
Medicare correspondence (cross checking if relates to Cild Support)	Unidentified	None

Multiple CSID

Table 17

Document type	Category	Sub Category
Multi customer or if a customer sends multiple documents, e.g., a COA and an Objection in one document (document needs to be split)	Multi Customer	None
Incorrect CSID	Multi Customer	None

New child support application

Table 18: if unable to ID customer, send to Unidentified

Document type	Category	Sub Category
Application for Child Support with CSID	Application CS	None
Application for Child Support with no CSID or ID	Review Image	None

Objections

Table 19: if unable to identify document send to Unidentified - None.

Document type	Category	Sub Category
Change of Assessment Objection (Part 6A)	OBJ	Part 6A Objection
General Objection	OBJ	General Objection
Objection Evidence	OBJ	Correspondence
Objection Response	OBJ	Responses
Objection Correspondence	OBJ	Correspondence
Objection ART	OBJ	Tribunal Information Doc/Tribunal Review Correspondence

Pend-delete

Table 20

Document type	Category	Sub Category
Advertising, Marketing, White blank pages, Tip off	General	None

Potential at risk

Table 21

Document type	Category	Sub Category
Complaint/Feedback/Staff compliments	Complaint	None
Anonymous	Unidentified	Other

Proof of Parentage (POP)

Table 22: if unable to identify document send to Unidentified - None

Document type	Category	Sub Category
Correspondence relating to POP	POP	None
Stat Dec	General	Statutory Declaration
Birth Certificate	General	Birth Certificate
Application for Child Support	POP	App and POP

Responses

Table 23: if unable to identify document send to Unidentified - None.

Document type	Category	Sub Category
EFTSUS Section 120 Responses	Pending Delete	None
Equifax	Response	Baycorp
International Stakeholders	Response	Int Stakes
Translation responses	Response	Translation responses
Centrelink Response	Centrelink	CSU response
FOA Response	Centrelink	FAO Response
Austrac	Response	Austrac
Baycorp	Response	Baycorp
DIAC	Response	DIAC
LTO	Response	LTO
Motor Vehicle	Response	Motor Vehicle
Public Trustee	Response	None
Section 72a (This includes specified images)	Response	S72a
Section 120 (This includes specified images)	Response	S120
Section 161 (This includes specified images)	Response	S161

Server errors and Microsoft issues

Table 24: Fax blank pages to unidentified with fax header information

Document type	Category	Sub Category
Unable to view customer attachments	Review Image - 5 attempts to open attachments first referring	None

SPAM / Quarantined / Advertising / Non-Child Support mail

Table 25

Document type	Category	Sub Category
Correspondence not related to the agency	Pend - delete	None
SPAM	Pend - delete	None
Quarantine Mail	Unidentified	Other
Advertising or Non- Child Support Mail	Pend - delete	None
Undelivered emails due to size over 20 MB	Pend - delete	None

Action reason codes

Available from the Unattached Correspondence and List Correspondence windows

Table 26

Category	Action reason
Change category to Unidentified	Agreement Application CS COA Complaints Court Documents General Obj Other POP Response Unidentified Wk
Change category to Non Customer	Contact attempt Contacted Letter sent Message left Needs response No contact info Other
Change category to Review Image	Date stamp Image quality Incomplete Other Separator
Change category to Multi customer	Multi corres Multi names Other
Change category to Pending Delete	Admin mail Advertising No Info / blank Non CSP Mail Other RACS2 / RACS3 Rescanned
Change category to Unident Emp	Correspondence EF1 Other Payment adv Reconciliation Recon–Current Recon–Future
Change category to RACS 1	Other RACS 1
Change category to RACS 2	Other RACS 2
Change category to RACS 3	Other RACS 3

Available from the View Correspondence window

Table 27

Category	Action reason
Detach Image	Delete Required Improper info Incorrect cust Multi customer Other Rescan-Incomp Rescan-Quality
Reallocate to another customer	Incorrect cust Other
Re-categorise to another attached category	Incorrect cat Not a complaint Not COA Not FOI Not OBJ Other
Re-categorise to another subcategory (category remains the same)	Add subcategory Incorr subcat Other

Letters

Services Australia has endorsed this letter or electronic message for use. It is the latest version. Do not use locally produced letters or electronic messages.

UQ41.07 Acknowledgement of letter – unable to forward no address

Contacts

Freedom of Information

National Employer Services Team

Electronic Document Classification Team

Correspondence intended for Centrelink

New Customers and Mainstream Services

Child Support International

Intranet links

Emergency Response Procedures – Aggression (ERPAs) including CODE GREY and CODE BLACK

Mail and Storage Solutions

Suspicious mail and packages - substances

Transporting documents

Records Management

External website

Australian Institute of Family Studies, see list of child protection authorities across Australia

Operational Information

Classifying child support images 277-01070000

Email templates

Inbound correspondence processing timeframes

Webform requests

Routing matrix

Classification categories

Agreements

Centrelink

Change of Assessment (COA)

Complaints

Court documents

Death notice / Wills

Employer

Employer Services

Employer Service email with CSID

Employer unidentified

General

International

Image quality – Post documents / Missing pages / Rescan request

Medicare

Multiple CSID

New child support application

Objections

Pend-delete

Potential at risk

Proof of Parentage (POP)

Responses

Server errors and Microsoft issues

SPAM / Quarantined / Advertising / Non-Child Support mail

Action reason codes

Available from the Unattached Correspondence and List Correspondence windows

Available from the View Correspondence window

Letters

Contacts

Intranet links

External website