Classifying child support images 277-01070000
Email templates
Table 1
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 |
Image quality post documents/ missing pages /rescan requests |
Agreements
Table 3
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
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.
International
Table 14
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
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.
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
Responses
Table 23: if unable to identify document send to Unidentified - None.
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
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
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