Digital image not located on Centrelink customer record 111-10020050

An image may not appear on a customer’s record for a number of reasons, including:

• The document has been received but not yet scanned (for example, it may have been incorrectly batched or is still on a desk)
• The document has been scanned by the agency or received by fax and is awaiting manual classification
• The image was placed on the wrong customer record, for example, partner, family member, carer or nominee
• The document has been scanned incorrectly and a rescan has been requested
• A rescan was requested but not carried out and the original document was not attached to the customer record
• The document has been scanned incorrectly but a rescan was not requested as needed
• The document has been scanned but the customer could not be identified (image is in the orphan repository in FileNet). Note: it may be possible to locate these documents if enough information can be provided. See Requesting a document rescan, retrieval or location
• The document was not received by the agency. This includes documents posted to a PO Box or site address no longer used
• The document was processed in a service centre and did not need scanning

Documents need manual classification for a number of reasons, including:

• The document is not barcoded
• The barcode cannot be read
• The barcoded page is not the first page of the document scanned
• A valid Customer Reference Number (CRN) was not entered into the Multi-Function Device (MFD) when scanning

Manual classification takes time to complete. A specialist staff member from the Electronic Document Classification Team (EDC) needs to view each document individually to identify and assign the correct CRN and/or form code to the digital image.

Staff should check the EDC Scanning Dates for classification timeframes before investigating further. For example, if a document was lodged on 10 August and the EDC has classified images up to 15 August, investigate further as the image should be on the customer’s record. For scanning dates and classification timeframes, see the Operational Planning Branch Workload Management intranet page link of the Resources page.

Once an image has been classified, the document is attached to the customer's record.

Sometimes faxed documents do not contain enough information to identify the customer and cannot be attached to a customer’s record.

Service Officers may see that a faxed document is incomplete or missing pages when they are:

• Doing work in the customer or organisation record
• Classifying images in KOFAX or the National Queue

Incomplete faxes can occur due to:

• A fax transmission disconnecting. This is often due to an issue with the senders telecommunication provider
• An image transmission issue, or
• The sender did not include all of the pages

If there are not enough details to identify the customer or organisation, staff cannot attach the image to the relevant record. This means that a fax may be received, but will not show on a record. Although it is not possible to rescan documents lodged by fax, it may be possible to locate the document and attach it to the record, if the customer can provide enough information.