Liaison between AIR and Centrelink staff for Australian Immunisation Register (AIR) 011-10030010

AIR Service Officers who need a family assistance or child care payment issue to be investigated should first refer the matter to an AIR Local Peer Support (LPS). If the AIR LPS determines that the issue cannot be resolved internally, they will advise the Service Officer to refer the matter to the AIR Centrelink Liaison Officer.

Issues should only be referred to the AIR Centrelink Liaison Officer where:

• the individual's vaccinations are up to date on their AIR record, and
• the parent/guardian of a child under 14 years of age or the individual 14 years and over has already contacted Centrelink more than once to discuss their issue, and
• there is a 'reason for urgency'

Note: for AIR enquiries, individuals 14 years and over must obtain their own immunisation information. See Authentication and release of information for Australian Immunisation Register (AIR).

Issues around data mismatches from the linking process can also be referred to the AIR Liaison Officer. This should only occur where the customer has previously contacted Centrelink about the matching process and it still cannot be resolved.

The AIR Centrelink Liaison Officer will:

• contact the Centrelink AIR Liaison Officers to investigate the issue, and
• then contact the customer to:
• explain the issue
• get more details, or
• advise that the issue has been resolved

Centrelink AIR Liaisons:

• are the single point of contact between Centrelink and the AIR
• help staff with enquiries about immunisation requirements
• can link and code overrides for Family Tax Benefit (FTB) and Child Care Subsidy (CCS)
• are not Local Peer Support (LPS) for immunisation enquiries
• fix immunisation issues
• may complete CCS claims, including Social Online Application (SOA) and Assisted Customer Claims (ACC) in limited circumstances
• send referrals back to Service Officers to complete any extra coding or, when appropriate, confirm processing is complete
• do not follow up any non-immunisation related issues with Medicare

If the Centrelink AIR Liaisons cannot fix an enquiry, they can escalate to:

• an AIR Centrelink Liaison for help, or
• the Business Process and Design Branch team, if needed

The Resources page contains details about the Centrelink AIR Liaisons referrals and responsibilities.

AIR Service Officers need to get information from customers before escalating the issue to an AIR Local Peer Support (LPS).

The Resources page has contact details and the escalation template.

AIR and Centrelink Service Officers can transfer customer calls between the two areas, as required. See the Resources page for call transfer scenarios.

Centrelink Service Officers must not transfer a call to the AIR:

• when the link has not yet been established, or
• if an individual is a 'Yes/has met requirements' in Customer First

If this has occurred the AIR Service Officer should ask the customer for their Customer Reference Number (CRN) and using the webform Escalation to AIR Centrelink Liaison Officer, refer the details to the AIR Liaison Team. Centrelink can use this information to identify the Service Officer who transferred the call and provide additional training if required.

Note: customers who have been transferred several times between AIR and Centrelink to resolve a problem should undergo the AIR Liaison process.