Letters and customer advices 111-14000000

Most letters sent to customers are BLA (batch) letters. BLA letters are generated and auto-sent after 'end-of-day' processing and activities are completed on the customer's record.

To view BLA letters that are:

• recent, see the History Summary (HS) screen in Customer First or Customer Record
• older, use the Archiving and Culling Engine (ACE)

Service Officers or specialist officers can create a manual OLA letter to:

• tell customers about benefit/payment changes
• tell customers their rights and responsibilities
• ask for documents
• ask customers to make or attend an appointment

Note: manual letters must be generated in Customer First. Do not use the manual letter selection in Process Direct as this workflow is not endorsed for use.

Most OLA letters are delivered by post. Customers who subscribe to myGov Inbox for their Centrelink letters can receive some OLA letters electronically.

Each OLA letter contains a 'shell' or template of standard text. Staff can:

• key fields or use pre-approved text to complete the letter (where required). All text must meet letter standards for plain English and minimum content requirements, see the Resources page
• preview OLAs before finalising them for local or central print
• view:
• recent OLA letters on the customer's HS screen
• older letters using the Archiving and Culling Engine (ACE)

SAP OC is another platform used to create and send letters. Most are batch letters created from activity on the customer's record. Some are 'immediate' letters created by Service Officers, such as requests for information and duplicate Rent Certificates.

SAP OC letters are visible for 120 days in:

• Process Direct > HS screen. To view older letters, see Table 4 in Archive Search Display in Process Direct
• Customer First > Search Outbound Correspondence tool. To view older letters, select the Archive Search option

Customers subscribed to myGov Inbox will receive most of their letters electronically in their myGov Inbox or Express Plus Centrelink mobile app. These include:

• BLA and SAP OC letters
• some OLA letters

Most OLA letters are delivered by post. Customers who subscribe to myGov Inbox for their Centrelink letters can receive some OLA letters electronically.

For a list of print status codes, see the Resources page of Viewing or reissuing a letter or electronic message.

If a customer asks for a copy of an original letter, see Viewing or reissuing a letter or electronic message.

Customers can use the Documents and Statements option online to request, view, print and save documents. These can include:

• Income Statements
• Payment Summaries
• Deduction Statements
• Rent Certificates, and
• Reporting Statements (SU19)

Staff can give feedback, suggest improvements or report errors for forms, letters and electronic messages.