Online Document Recording (ODR) 111-15000000

Customer records must provide an accurate account of information provided to and from the customer where the information is not recorded using any other method or screen. This documented information builds a history of advice and actions taken when interacting with customers.

When a customer contacts there may be a need for follow up now or in the future. If the follow up reason is not obvious from other information on the record, the details of who contacted and what the interaction was about must be recorded in a DOC or Note.

Information recorded in a DOC or Note must:

• be an accurate reflection of the interaction or update
• be mindful of the Conduct and Behaviour Policy and APS Values
• be concise. DOCs and Notes that contains irrelevant or overly detailed information can make it difficult for other staff to identify the key points

Information must be recorded after contact and discussion with the customer and at least one of the following applies:

• vulnerable or at risk
• advice is provided that may impact on current or future entitlement:
• how to declare earnings
• eligibility on how or when to apply for a payment or service
• how to request an appeal
• a review of the customer’s circumstances
• a customer is unhappy with advice or the result of an assessment
• likely to appeal a decision or make a complaint, including complaints to the Ombudsman’s office
• an interaction where the customer said they were unhappy about the service provided or the staff members attitude or behaviour

There are limited circumstances where a DOC or Note should be deleted.

Staff must not delete DOCs or Notes they have created. If the DOC or Notes meets the criteria to be deleted, the deletion must be completed by the line manager.

See Background tab of Creating, Reviewing and deleting documents for details of when a DOC or Note may be deleted.

This means information that has been recorded in a DOC or Note that should not have been, may remain visible on the record permanently. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs).

Customers have the right to request specific information relating to their own record under the Freedom of Information (FOI) Act.

When a Service Officer makes a significant decision, the details must be recorded on the customer’s record. To determine if a significant decision has been appropriately documented, refer to the Process page in Recording reasons for decisions.

Specific instructions in Operational Blueprint

Where an Operational Blueprint procedure instructs what information is to be recorded, these must be followed.

Fast Note work items

When possible, enquiries should be finalised by Service Officers at the first point of contact.

Specific Operational Blueprint processes provide details of when to create and transfer Fast Notes to suitably skilled staff.

See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs).

Service Officers must not record:

• false or misleading information
• information that is not in line with the Conduct and Behaviour Policy, APS Values, Employment Principles and Code of Conduct
• comments that are your personal opinion, judgemental, or disrespectful
• information that would breach privacy
• a staff member’s name and location
• information that would increase risk to customer or staff safety
• Tax File Numbers where not specifically stated in the relevant OB
• Medicare card numbers where not specifically stated in the relevant OB
• information that is not relevant to the customer/claimant, activity, or decision
• information of a sensitive or personal nature, for example sensitive information of a medical or personal nature, including medical abbreviations unless otherwise stated in the relevant OB file.
• unapproved abbreviations including use of text language
• abusive or offensive language - interactions deemed as customer aggression and counterproductive behaviour should be recorded in Customer Incident Management System (CIMS)
• excessive detail that makes it difficult for other readers to understand the key points

This is not an exhaustive list. Staff must apply appropriate judgement when deciding what information to record in a DOC or Note. If unsure, seek advice from Local Peer Support.

Customer First and Process Direct have different workflows to record information on customer records. Users are to record information on the platform they are working in.

Customer First

Additional information displays as a document (DOC). Access these from the Document List.

Process Direct

Use the Notes feature when recording information. Access via the Notes icon.

DOCs and Notes can be viewed from either platform. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs.