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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

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

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 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

Sub/Service

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

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

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

Contacts

Freedom of Information

National Employer Services Team

Electronic Document Classification Team

Correspondence intended for Centrelink

New Customers and Mainstream Services

Child Support International

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