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Actioning inbound desktop faxes 111-10010080

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This document outlines information about inbound desktop faxes from third parties and the action to take if the faxes cannot be read or used.

Desktop faxes

Inbound desktop faxes are generally sent by external contactors such as employers and solicitors.

The faxed images are attached automatically or manually to customer records. View them in Document Tools in Customer First.

If an image has been received by fax, Services Australia will not have the original document.

If a faxed image does not display clearly or is incomplete and cannot be used for processing, the Service Officer must contact the sender to obtain the required information, or to ask them to resend the fax.

The original fax should be deleted once the information or replacement fax has been received. The Service Officer must complete and send an Enterprise Content Records Management (ECRM) Action Request form to request the deletion.

If unable to contact the original sender, Service Officers should seek advice from a Service Support Officer (SSO) or other technical support to decide what action is needed.

The Resources page contains links to the Report Inappropriate Digital Images form and Office Locator.

Viewing Centrelink customer's digital images

Using the Desktop Fax workflow to fax forms and modules

Locating digital images in Document Tools in Customer First

Scanning Centrelink documents using an MFD

Digital image not located on customer record

Digital image attached to incorrect Centrelink customer record