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Environment Y for inactive deleted and deceased customer records 111-02030000

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This document outlines what happens when there is no ongoing business need for inactive deleted and deceased customer records.

Centrelink system Environment Y

When deleted and deceased Centrelink customer records have been inactive for a specified period and have no on-going business need, they are moved to the archived environment (Environment Y) under strict business rules. This is to make the live database relevant and manageable. Inactive records include:

  • deceased customer records
  • manually deleted records
  • records deleted as part of the automated ‘shell clean-up’

Note: a small number of records that are not deleted or deceased customer records are also stored in Environment Y.

Records that have reached their AMR limit of 9999 activities are transferred to Environment Y with an alphanumeric ID.

Most screens in Environment Y are 'read only' and do not allow any updates. A screen message ‘M9999 Quarantine Environment - Records Protected’ presents when entering a record stored in Environment Y.

To retrieve a deceased customer record from Environment Y, an inter-environment transfer is required. This action is restricted to staff within the Data Quality Unit (DQU). DQU will only move a deceased customer record out of Environment Y if there is a critical business need.

To retrieve a deleted customer record from Environment Y, the record needs to be undeleted first. This action is restricted to staff within the DQU.

DQU will only undelete a customer record if there is a critical business need.

Scenarios that qualify as critical business needs for deceased customer records in Environment Y:

  • a claim is accidentally started, submitted or finalised on a deleted CRN
  • data, where a ripple needs to occur for correct payments and raising debts
  • Manual Follow-up (MFU) activity titled ‘unsolicited refund’
  • mandatory activities that need to be completed on the deceased record

Scenarios that qualify as critical business needs for deleted customer records in Environment Y:

  • a claim is accidentally started, submitted or finalised on a deleted CRN
  • data where a ripple needs to occur for correct payments and raising debts

Scenarios that are not critical business needs:

  • customer is wanting to claim a new payment such as the Covid-19 Disaster Payment
  • customer is wanting to register for Centrelink Online services through myGov

If there is a critical business need to undelete the customer record, contact the DQU to undelete the record.

If there is no critical business need to undelete the customer record, commence a thorough search for an existing CRN, see Searching for a customer on the system.

Service Officers do not need to contact the Data Quality Helpdesk if Deleted and Deceased customer records in Environment Y do not meet the critical business needs.

The Resources page contains a link to the relevant contact details and link to the Centrelink Deceased Customer Environment Y Intra-environment transfer form.

Inter-environment change of address (ICoA)

Deleting or undeleting a Centrelink Customer Reference Number (CRN)

Adding a customer to the system