Digital image attached to incorrect Centrelink customer record 111-10020060
This document explains the steps to follow when a digital image is attached to an incorrect Centrelink customer record.
Digital image attached to incorrect record
Step |
Action |
1 |
Image attached to incorrect record + Read more ... Service Officer identifies that a digital image is attached to the wrong Centrelink customer record. |
2 |
Do not record details on either customer record + Read more ... Do not record any of the following information on either customer record:
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3 |
Investigate the records involved + Read more ... Check:
Have any updates been completed on the incorrect record?
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4 |
Updates made on the wrong customer record + Read more ... Complete the Intertwined Referral form. Include details about:
If the referral is urgent, contact DQU Intertwined Team by phone. See Office Locator - Office Code NA8 for details. Stop processing until the Data Quality Unit (DQU) complete a full investigation. If a decision was made based on a document that was incorrectly attached to the customer record:
When the DQU investigation is complete, go to Step 5. |
5 |
Can the correct customer record be identified? + Read more ...
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6 |
Does the incorrect image relate to only one customer? + Read more ...
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7 |
More than one customer affected + Read more ... Decide if a document rescan is appropriate. Note: documents uploaded online or faxed by the customer cannot be rescanned. Request re-lodgement if required, see Upload documents service. If it is not appropriate to contact the customer
Procedure ends here. |
8 |
Removing digital images + Read more ...
When the image is removed, there will no longer be any record of the image on the customer record. Failure to locate the correct record or removing the wrong image could result in the image not being available for processing. This will adversely affect the customer. Follow the process in Removing a digital image from customer records to have the image removed. |
9 |
Only one correct customer record identified + Read more ... A digital image can be moved from one customer record to another, see Moving, copying or updating Centrelink digital images. |