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Scanning Centrelink documents using an MFD 111-10010030

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Before you scan, use Operational Blueprint to assess the enquiry and process as required.

The Privacy and Secrecy Hub

The Privacy and Secrecy Hub provides resources to help staff safely manage personal information.

A suspected privacy incident must be reported using the Privacy Incident Notification form.

Intranet links

See Scanning and Digitisation > Training for Scanning and Digitisation for links to:

  • Effective Scanning Processes – Centrelink. A one-page document which:
    • provides information to avoid common scanning issues
    • includes helpful resources
  • Cleaning a Multi-Functional Device (MFD). A one-page resource with details of how to clean an MFD. A clean MFD:
    • ensures quality images are received, and
    • reduces the need for rescan requests, which prevents further customer delays

Workload Management - see Related Links > Scanning Dates for manual classification timeframes.

Patch T separator page

A linked attachment is availableSeparator (Patch T) and Reclassification PDFs

Reclassification pages are used to classify non-barcoded documents and allow the documents to be attached to the customer record without waiting for manual classification.

Patch T separator pages are used to create a separate digital image on the customer record. A common use is when a customer supplies documents for 2 different claims or pieces of work that will be processed separately. Place a Patch T separator in-between. Patch T separator pages must always be printed single sided and not photocopied.

Reclassification and separator pages

Reclassification pages are used to classify non-barcoded documents and allow the documents to be attached to the customer record without waiting for manual classification.

Reclassification pages must be printed double sided. They should be replaced regularly and not photocopied.

A linked attachment is available AROACT - Authorised Review Officer (ARO) additional evidence

A linked attachment is available ARODEC - ARO decision papers

A linked attachment is available AROEVD - ARO additional information

A linked attachment is available AROREF - ARO reference documents

A linked attachment is available D007 - Third party RFI letter

A linked attachment is available DBTCAL - Debt calculations

A linked attachment is available DMBDAB - DMB unstructured

A linked attachment is available DOPCALC - Double Orphan Pension

A linked attachment is available INTCPI - Foreign pension rate change (CPI)

A linked attachment is available INTDEA - Advice of death overseas

A linked attachment is available INTLIA - Agreement liaison - general

A linked attachment is available INTMED - Agreement liaison - medical information

A linked attachment is available INTNOG - Foreign pension - notice of grant

A linked attachment is available INTNOR - Foreign pension - notice of rejection

A linked attachment is available INTRQI - Request to claim foreign pension

A linked attachment is available INTWLR - Agreement liaison - request Australian periods Working Life Residence (WLR)

A linked attachment is available NAIT - Investigations and reviews

A linked attachment is available PAYSLP - Payslips

A linked attachment is available PLSCCT Pension Loans Scheme - company constitution

A linked attachment is available PLSICT - Pension Loans Scheme - insurance policy

A linked attachment is available PLSTDD - Pension Loans Scheme - trust deed

A linked attachment is available Q790 - Student enrolment checking letter

A linked attachment is available Q792 - Student enrolment checking letter

A linked attachment is available RSSREV - Payment Accuracy Reviews documents PAR Team use only

A linked attachment is available SA441 - Job Capacity Assessment (JCA) interview proforma

A linked attachment is available SDSCAT - Return to Sender (RTS) categorisation letter

A linked attachment is available SDSRET - SDS Compliance RTS scans

A linked attachment is available SSTDEC - Social Security Appeals Tribunal decision papers

A linked attachment is available TAXRET - Tax returns

A linked attachment is available TKFMAN - Mandatory review taskforce operations

A linked attachment is available UNS001 - Accommodation supporting documents

A linked attachment is available UNS002 - Child supporting documents

A linked attachment is available UNS003 - Employer supporting documents

A linked attachment is available UNS004 - Letter unstructured

A linked attachment is available UNS005 - Financial supporting documents

A linked attachment is available UNS006 - Overseas documents

A linked attachment is available UNS007 - Legal/court documents

A linked attachment is available UNS008 - Medical evidence

A linked attachment is available UNS009 - Identity documents

A linked attachment is available UNS010 - Student supporting documents

A linked attachment is available UNS011 - Unstructured supporting documents

A linked attachment is available UNS013 - Disability Support Pension (DSP) evidence

A linked attachment is available UNS014 - Emergency supporting documents

A linked attachment is available UNS016 - National Legal Aid supporting documents

A linked attachment is available UNS017 - Disaster Recovery Allowance (DRA)/Ex-gratia Income Support Allowance (ISA) supporting documents for new claims

A linked attachment is available UNSAOS - Assurance of Support supporting documents

A linked attachment is available UNSCCSTFH - Additional Child Care Subsidy (ACCS) - Temporary Financial Hardship

A linked attachment is available UNSCCSTW - Additional Child Care Subsidy (ACCS) - Transition to Work

A linked attachment is available UNSCEM - Essential Medical Equipment Payment (EMEP)

A linked attachment is available UNSERSB - Unstructured early release of superannuation documents

A linked attachment is available UNSFBK - Customer feedback

A linked attachment is available UNSGCDLO - Medical details for referral for Government Contracted Doctor (GCD) Liaison Officer

A linked attachment is available UNSHPAU - Medical details for Health Professional Advisory Unit (HPAU) opinion

A linked attachment is available UNSIH - Immunisation History Statement

A linked attachment is available UNSIMMU - All supporting documents for immunisation evidence except Immunisation History Statements

A linked attachment is available UNSINC - Customer incident

A linked attachment is available UNSMCER - non-Centrelink Medical certificates

A linked attachment is available UNSMHIS - Medical history and hospital records

A linked attachment is available UNSMREP - Medical and specialist reports and letters

A linked attachment is available UNSMSP - Customer Managed Service Plan (MSP)

A linked attachment is available UNSNOMC - Nominee cancellation

A linked attachment is available UNSOCI - Online compliance documented evidence

A linked attachment is available UNSTEST - Medical test results, including imaging and blood

A linked attachment is available UNSPSYQ - Psychologist reports

A linked attachment is available UNSSPOC - Medical details for referral

A linked attachment is available YOUPLAED - Youpla eligibility documents

A linked attachment is available YOUPLAFB - Youpla funeral bond contract

Received 'as is' coversheet

A linked attachment is availableReceived 'as is' coversheet

The Received 'as is' coversheet can be used if staff preparing documents for scanning believe:

  • something could be missing
  • the information relates to multiple people, or
  • the originals are of poor quality

This will ensure no rescans are required.

Place the coversheet behind any barcoded pages before scanning.

User guides

A linked attachment is available Scanning Order

This task card helps with understanding the correct ordering of documents and separators for some common scenarios.

A linked attachment is available Multi-Function Device (MFD) User Guide

A visual overview of the steps for scanning documents using an MFD.

Hints and tips to improve image quality and avoid rescans

Table 1: this table contains hints and tips to streamline the service to customers and minimising the need for rescans.

Action

Hints and Tips

Remove staples

All staples need to be removed before placing the page into the scanner.

If the page tears, photocopy the page and scan the photocopy.

Remove sticky tape

Remove all sticky tape and scan as normal.

If there is a tear in the page, repair the page, photocopy it, and then scan the photocopy.

Ensure CRN is visible and correct

Make sure there are no date stamps or any writing over or near the CRN.

Ensure the CRN on the paperwork is correct. The customer may have written it incorrectly.

Use black or blue ink

Documents must be completed in black or blue pen to produce a scanned document of good quality.

Ensure the correct settings are used for photographic documents

Photocopy any photographic documents before scanning. Use the appropriate image setting in the MFD. The black and white or colour copy options can be selected to ensure all relevant information can be read on the scanned image. Adjust the brightness/darkness to suit.

Placing a blank A4 piece of paper over the ID may also produce a clearer image.

Note: if the quality of an image cannot be improved, include a Received 'as is' coversheet with the scan.

Ensure high quality images

Photocopy documents of poor quality or high contrast. Adjust the contrast settings to make the document lighter or darker as required. For example, drivers' licences.

If content is still not clear when copied, consider writing key information or details to help with processing and to prevent unnecessary rescan requests.

If the writing on the page is in a light coloured or a gel pen, photocopy the page and darken the writing on the page before scanning. This is to ensure the writing can be read on the image.

If unable to improve the quality of an image, include a Received 'as is' coversheet with the scan.

Ensure pages are A4

If the page is smaller than A4, the document may need to be photocopied first, then the photocopy scanned. For example, ATM slip size.

Some forms may need guillotining to allow A4 scanning.

Ensure pages are flat

Make sure the page has been flattened out. Bent or crumpled pages can cause a paper jam in MFDs.

Damaged documents

A torn page, holes in the page or other damage to a document may cause problems with scanning. If damage to a document causes any issues with scanning, staff may need to photocopy the document and scan the photocopy.

If damage to a document affects the image quality, include a Received 'as is' coversheet with the scan.

Ensure paper width is consistent

The quality and thickness of the page can also cause problems, including paper jams. If this occurs, photocopy the document first then scan the photocopy.

Scan pages in page order

If possible, scan documents in a page number or logical order. For example, place payslips in date order.

See the Scanning Order user guide for correct ordering of documents and separators for some common scenarios.

Ensure CRNs are not mixed

Ensure documents for multiple customers are not scanned together as one package.

For example, if a customer and partner submit their paperwork for separate claims at the same time, these must be scanned separately.

Maintain scanners

Regular cleaning of the scanner glass will help preserve the clarity of the image.

Ensure rollers on the scanner are cleaned regularly. This helps to prevent paper jams.

Ensure Reclassification Pages used are of a high quality

This applies when scanning unstructured documents that require a reclassification page to ensure correct classification when scanning on a MFD.

If the reclassification page is not clear or of a high quality, the digital image will be delayed in being attached to the customer's record.

Ensure CRNs are not for a child or deleted record

When scanning documents on an MFD, ensure a child or deleted record CRN is not being used. This will delay documents being correctly attached to a customer's record. Ensure the CRN being used is valid before scanning.


Contact details

Scanning and Digitisation team.