Scanning Centrelink medical/sensitive documents using an MFD 111-10010040

When medical/sensitive documents are lodged at a Service Centre or Assessment Services appointment, scan them at the point of receipt if they are:

• determined to be suitable for scanning, and
• not listed as scannable document exceptions

Scan documents on the same day they are received, unless a scanning contingency process has been invoked. If a document is not scanned on the day it was received, the date of receipt must be changed on the MFD.

Sensitive documents are those that contain information that would be considered especially sensitive to the customer. These would mostly be medical documents. However, apply judgement to other documents that may be sensitive. For example, unreasonable to live at home statements or court documents.

Note: take care in cases where the customer may have changes to their relationship status:

• If updates are made to the record before the record is de-linked from the other person, the customer's personal information is at risk of being disclosed to the other party, which triggers a privacy incident
• Consider the steps needed to keep the customer's personal information safe if relationship or living circumstances have changed. See Separating safely - protecting personal details

Customers may provide a Medical Certificate (SU415) form or their treating doctor/health professional may submit an online Medical Certificate (SU683). If the customer's eMIFE contains the relevant medical certificate of good enough quality to read and process, it does not need to be scanned again.

Medical certificates processed at the point of receipt do not require further action. Use the Store Only function on the MFD to scan them to store.

An Employment Services Assessment (ESAt) may be required on receipt of a medical certificate or other medical documents. See Request an Employment Services Assessment (ESAt) for more information.

International Services (CIS) manages documents and forms lodged by customers for a Foreign Pension Invalidity claim. The documents are not scanned. They are registered at the Service Centre, then forwarded to CIS for action.

The Records Management Unit (RMU) scans all medical/sensitive documents lodged by customers living outside Australia for a Disability Support Pension (DSP) claim. This is done once CIS finalises the claim.

Historical information held in a MIFE may be back scanned by a Records Management Unit. This may be required to inform:

• Employment Services Assessment (ESAt)
• Job Capacity Assessment (JCA)
• Disability Medical Assessment (DMA), or
• medical review