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Attaching electronic documents to a Centrelink customer's record using Document Tools in Customer First 111-10010140

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This document explains the Upload Document function on the Document Tools screen in Customer First. This function can be used to attach electronic documents to a Centrelink customer's record. It may be used by any staff who receive or create electronic documents, including Job Capacity Assessment (JCA) Assessors, specialist and processing staff.

Appropriate documents to upload

Documents that staff may want to upload include:

  • External Specialist reports received electronically (through email)
  • Internal Specialist reports completed electronically
  • Assessor case notes recorded electronically
  • Test resources provided electronically
  • Supporting documents provided electronically by accountants or financial planners
  • Authorised Review Officer (ARO) or Complex Assessment Officer (CAO) decision documents and case notes
  • Administrative Appeals Tribunal (AAT) decision statements provided electronically
  • MultiCal documents created by debt processing teams
  • Aged care manual letters and calculations, and
  • Any other relevant documents provided electronically (for example, email) by a customer

Documents should not be larger than 5MB in size, as the file may be too large to open at a later date. Lengthy documents (for example, 100 pages or more) or documents with photos, graphics or other similar content may result in a file size too large to open once uploaded. Password protected files should not be upload, as the password will stop the file from opening at a later date.

The Upload Document feature on the Document Tools screen is different to the Upload Documents service. Customers can upload documents themselves to the Upload documents service. Documents uploaded by the customer can be up to 10MB in size and still be viewed through Customer First Document Tools. When a Service Officer uploads a document in Customer First using the document upload function, it is limited to 5MB.

If the documents relate to the customer separating from a relationship, there are key tasks they should consider to keep their personal information. See Separating Safely - Protecting personal details.

Removing a digital image from customer records