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Immunisation medical contraindication and natural immunity on the Australian Immunisation Register (AIR) 011-10060000

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This document explains what immunisation medical contraindications or natural immunity are, how they are reported to and recorded on AIR.

View PF in Definitions for more details on using these functions.

On this page:

Determine if provider is eligible to record a medical contraindication or natural immunity on AIR

Check source location of the IM011

Determine if the IM011 form can be processed

Record a medical contraindication or natural immunity on AIR

Telephone enquiries about medical contraindications or natural immunity recorded on AIR

Amendment request for a currently recorded medical contraindication or natural immunity received in writing

Action an escalated amendment request (AIR LPS only)


Determine if provider is eligible to record a medical contraindication or natural immunity on AIR

Table 1: this table explains how to search for a provider's specialty code on the Provider Directory System (PDS) and how to check if they are eligible to record immunisation medical contraindications or natural immunity on AIR.

Expand table

Step

Action

1

Access Medicare Portal

Go to the Services Australia intranet homepage and select:

  • My Tools tab
  • under Customer Service select Medicare Portal
  • the Medicare - eBusiness Gateway screen displays

2

Log on to PDS

In eBusiness, select:

  • Source Office and the relevant source office code from the dropdown menu. Note: select the correct source office code before selecting Submit. Service Officers must check with their Team Leader if unsure
  • Provider Directory System from the dropdown menu
  • Submit

The PDS home page displays.

3

Access search page

From the left-hand menu, select:

  • Provider
  • View

The Provider View Search screen displays.

4

Access provider details page

Is the provider number available?

  • Yes,
    • from the Search page, select the Basic Search tab
    • enter the provider number stem (first 6 digits of the provider number) in Search ID field
    • from the ID Type dropdown select Provider Stem
    • select Search. The Provider details page displays, go to Step 6
  • No, go to Step 5

5

Provider number and name not on form

If the provider number and name is not on the form:

  • Return the form to the individual or parent/guardian with a standard letter
  • Record a comment on Mainframe and PaNDA:
    ‘IM011 form received on (PaNDA lodgement date) provider details missing. Form and letter sent back to customer’
  • Check the correct Medicare card or SIN and customer <SURNAMEFIRSTNAME> are saved, see Classifying work for Medicare in Kofax
  • Finalise the work item as per Table 4 > Step 5 in Work Optimiser for Staff

Procedure ends here.

6

Check provider's registration

Check the provider has current registration.

Check registration

The provider's registration, including start and end dates, are displayed towards the bottom of the page.

Note: A provider is not registered if the status column does not have 'Current' and all registration lines have an end date, plus any one or more of the following:

  • Suspended
  • Non-practising
  • Cancelled
  • Not registered
  • Other

Does the provide have a current registration?

7

Check speciality codes

See Resources page for list of Speciality codes.

Does the provider have one of the listed codes and is current, as at the processing date?

  • Yes, check source location of the IM011. See Table 2
  • No,

8

Non-eligible providers

A non-eligible provider cannot record a medical contraindication or natural immunity on AIR.

  • Return the form to the provider with a standard letter
  • Send a standard letter only to the customer or parent/guardian if under 14 years old
  • Record a comment on Mainframe and PaNDA:
    'IM011 form received on (PaNDA lodgement date) from ineligible provider (provider number), form returned to provider and letter only sent to <parent/guardian> <customer>'
  • Finalise the document as per Table 4 > Step 5 in Work Optimiser for Staff

Procedure ends here.

9

Non-registered providers

A non-registered provider is not eligible to record an immunisation medical contraindication or natural immunity.

  • Return the form to the provider
  • Send a letter only to the customer or parent/guardian if under 14 years old
  • Use the Z2334 We need more information to process your form standard letter
  • Save the letter to the secure folder
  • Upload the letter to the PaNDA work item
  • Once uploaded and sent, delete the letter from the secure folder
  • Record a comment on Mainframe and PaNDA:
    'IM011 form received on (PaNDA lodgement date) from non-registered provider (provider number). PaNDA WID (xxx). Form returned to provider and letter only sent to <customer><parent/guardian>'
  • Finalise the document as per Table 4 > Step 5 in Work Optimiser for Staff.

If a customer or provider calls AIR regarding a medical contraindication or natural immunity request from a non-registered provider, tell the caller:
'The customer will need to see another eligible provider'. Medical contraindications or natural immunity signed by a non-registered provider cannot be recorded on AIR regardless of the date of processing or the date signed'.

Note: staff must not advise or recommend providers.


Check source location of the IM011

Table 2

Expand table

Step

Action

1

Check source location on PaNDA

Check the Source Location for the form on the PaNDA work item.

If received via:

2

Check source of form received via HPOS

If multiple forms for different customers are lodged together, these must be split before continuing.

Follow the process for splitting work items in PaNDA, see Table 7 in Processing and National Demand Allocation (PaNDA):

  • Record a comment in PaNDA: 'This document has been split from another document':
    • Include how the document was received. For example: HPOS (include the HPOS reference number), email, or SOC)'
    • Example comment: This document has been split from PaNDA WID <number> received via HPOS from upload ref 123456789-1
  • Service Officers assign the work item(s) to yourself and continue

PaNDA work types configured to receive work items from HPOS will display an Open in HPOS button in the top right-hand corner of the Work Item and Document Details screen.

In the PaNDA work item:

  • Select Open in HPOS in top right corner of work item
  • The Form Upload Mail Centre - View Mail screen displays, including the details of the form lodged
  • Check details in Text to see who sent the form:
    • Individual provider (doctor) - provider's name shows in 'Sent by'
    • Delegate - shows as 'Sent for' doctor's name, 'by' delegate's name
    • Organisation - shows as 'Sent for' organisation's name, 'by' authorised person's name
    • Unidentified, or name in 'From/Sent by' matches patient's name on form or is another individual HPOS user (check this by opening the attachment under File Name)

If the form was sent by:

3

HPOS form sent by an unidentified source

AIR forms submitted by an individual other than the provider (doctor) or a delegate on behalf of the provider/organisation, must not be processed.

One attempt to contact the practice must be made.

Is contact successful?

4

Contact successful

For outbound calls, Service Officers must use the script in Table 2 > Step 5 in Authentication and release of information for Australian Immunisation Register (AIR).

Tell the practice:

  • The form submitted via HPOS by <sender name in HPOS> cannot be processed
  • AIR forms lodged via HPOS can only be accepted if submitted by:
    • the provider that signed the form
    • a nominated HPOS delegate, acting on behalf of the provider who signed the form, or
    • an individual acting on behalf of a PRODA organisation
  • to resubmit via the correct delegation channel

After successfully contacting the Practice, go to Step 6

5

Contact unsuccessful

Do not process the form

Reply to the individual via HPOS messages.

Go to Step 6.

6

Reply to the individual via HPOS messages
  • Select Open in HPOS in top right corner of PaNDA work item
  • Select Reply
  • Open the Z2924 HPOS text template (one note document)
  • Copy the message into the text field
  • Add the individual's (sender's) name and form number (IM011) to the message

Attach infographic

  • Save the infographic to desktop (or a file of choice)
  • Select choose file and navigate to where the infographic was saved
  • Select open - file can be seen next to 'choose file'
  • Select Add File - ensure the correct file is attached - if not, select remove and
  • search again

Finalise Message

  • Double Check the attachment, message and name are correct
    • If not correct - select cancel
    • Confirm cancellation
    • Start again
  • If correct - select Send

Add comments in PaNDA:

Contact successful:

  • PaNDA WID <number>. IM011 form submitted by <person name> has been returned as not sent via correct delegation channel. Called practice and spoke to <first name> and advised to resubmit using correct HPOS delegation. Returned form via HPOS messages ref <HPOS reference number from PaNDA (e.g. 123456789-1)>

Contact unsuccessful:

  • PaNDA WID <number>. IM011 form submitted by <person name> has been returned as not sent via correct delegation channel. Attempted to contact practice/provider on <date/time>> no answer. Returned form via HPOS messages ref <HPOS reference number from PaNDA (e.g. 123456789-1)>

Complete the work item in PaNDA. See Work Optimiser for staff.

Procedure ends here.

7

HPOS form sent by patient, other or unable to contact practice

Do not process the form

  • Return the form to the patient with a standard letter
  • Add comments in PaNDA and Mainframe - 'Form submitted by <patient>, returned with letter'
  • Check the correct Medicare number and provider number have been saved on the work item
  • Upload/add letter to PaNDA work item
  • Complete the work item in PaNDA. See Work Optimiser for staff

If it is suspected the form was not completed by the provider, consider reporting Suspected Fraud and Corruption.

Procedure ends here.

8

IM011 form received via email or SOC

Service Officers must confirm if the IM011 form was sent by the provider or organisation.

Before contacting the provider or organisation, service officers must check the form for any missing details (see Table 3).

Is the form missing details and needs to be returned?

9

Incomplete form

Service Officers must make one attempt to contact the provider/organisation to confirm the form was sent by them.

For outbound calls:

  • Use the script in Table 2 > Step 5 in Authentication of recognised vaccination providers for AIR.
  • Tell the provider/organisation:
    • When forms are received manually, Services Australia will contact them to confirm they sent the form
    • The form is incomplete and must be resubmitted
    • Digital submission options are available
    • Use this time to promote digital options

Return the form to the provider/organisation and customer (if required) as noted in Table 3.

  • Use the Z2334 We need more information to process your form standard letter
  • Save the letter to the secure folder
  • Upload the letter to PaNDA work item
  • Once uploaded and sent, delete the letter(s) from the secure folder
  • Add a comment in mainframe and PaNDA noting the contact outcome, missing information and advice provided.
    • 'IM011 form received on (PaNDA lodgement date) PaNDA WID (xxxx). Spoke with doctor <provider number> or <first name> (doctor/nurse/receptionist) advised form is missing <add details of what is missing> and to re-submit the form’.

The PaNDA work item:

  • Check the correct Medicare card number or SIN number and <SURNAMEFIRSTNAME> are saved, see Classifying work for Medicare in Kofax
  • Complete the PaNDA work item. See Work Optimiser for staff

If the promotion of digital options generates a negative response from the practice:

  • Complete the Technical Support Tool (LPS and SSO) - Health online form
  • Request a Business Development Officer (BDO) to contact the practice
  • LPS will escalate to the AIR program Support team who sends the request to BDOs.

LPS to BDO referral information requirement

LPS must include the following:

  • A copy of the form that prompted the referral
  • How the form was lodged, for example manual lodgement
  • The provider number
  • The organisation name
  • The contact person name
  • The person the service officer spoke to
  • The initial conversation and outcome
  • The reason the form was not submitted digitally

Was contact successful?

10

Contact and confirm form was sent by provider/practice

Service Officers must make one attempt to contact the practice to confirm the form was sent by them:

  • Call the provider/practice to confirm the IM011 form was submitted by them
  • For outbound calls, use the script in Table 2 > Step 5 in Authentication and release of information for Australian Immunisation Register (AIR)
  • Tell the provider/practice that when forms are received manually, Services Australia contacts the provider/practice to confirm the form was submitted by them
  • Confirm the form was sent by the provider/practice
  • Use this time to promote digital options

Add comment in PaNDA and mainframe confirming the IM011 form was submitted by the provider or practice and the contact outcome:

  • 'Confirmed with doctor (provider number) or <first name> (doctor/nurse/receptionist) that the IM011 form received on (date of lodgement) was sent by provider/practice' PaNDA WID (xxx)'

Was contact successful?

  • Yes, and the provider/practice confirms they sent the form:
  • Yes, and the provider/practice did not send the form:
  • No, return the form. Go to Step 11

11

Return the IM011 form

If the provider/practice confirmed they did not send the form or cannot be contacted (no answer):

  • Return the form to the parent/guardian or individual (patient)
  • Use the Z2334 We need more information to process your form standard letter
  • Save the letter to the secure folder
  • Upload the letter to the PaNDA work item
  • Once uploaded and sent, delete the letter from the secure folder

Add a comment in mainframe and PaNDA noting the provider could not be contacted or confirmed they did not send the form.

  • Unable to contact provider/organisation:
    • IM011 form received on (PaNDA lodgement date) from provider (provider number) PaNDA WID (xxxx). Called provider/practice on (ddmmyy), no answer. Returned form with letter to <customer><guardian/parent>
  • Provider/organisation confirmed they did not send the form:
    • IM011 form received on (PaNDA lodgement date) from provider (provider number) PaNDA WID (xxxx). Called provider, spoke to <provider><name, receptionist/practice manager/nurse> who confirmed they did not send the IM011 form. Returned form with letter to <customer><guardian/parent>.

The PaNDA work item


Determine if the IM011 form can be processed

Table 3: this table explains whether the immunisation medical contraindication or natural immunity form can be processed.

Expand table

Step

Action

1

Check if notification has been made in the approved form and manner

The AIR can only record immunisation medical contraindication or natural immunity from an eligible medical practitioner:

  • online directly through the AIR site
  • the Practice Management Software, or
  • an IM011 form submitted by the provider

Note: the previous version of the IM011 form can only be accepted for 6 months after the new form was published. The version number and date are shown on the bottom left corner of each page. For example, IM011.2606, the year is 26 (2026) and 06 is the month (June).

Has the request been made on the approved form and manner?

2

Notification not on the approved form

For notifications received on:

  • Outdated IM011 form or not on an approved form:
  • Vaccination objection form, statutory declaration or letter:
    • Return the document(s) to the provider and parent/guardian (if under 14 years old) or individual
    • Go to Step 6
  • State or territory health department form:
    • Return the form to the provider and parent/guardian (if under 14 years old) or individual
    • Go to Step 6

3

Determine if form can be processed

Read all recent comments in Mainframe:

If the same form is lodged multiple times, it is not appropriate to make a new assessment or return the same form to the provider again. If a quality control issue is identified, escalate to the AIR Local Peer Support (LPS).

Check the comments in Mainframe for any previous lodgement details:

  • From the YCUA - Amendment Registration screen press [PF3]. The YCCO - Comments List screen displays
  • Select (/) for the comment to read and press [Enter]
  • Press [PF13] to go back to the list and choose another comment

Go to the current version of the IM011 form. If the form submitted by the provider is:

4

Form has been altered or amended

Amendments/corrections

Acceptable corrections/amendments and notations:

  • The amendment was initialled by the provider
  • The provider wrote additional information about the patient’s condition on the form
  • Clearly can see that the provider accidentally selected the wrong option (eg. ‘other’ has been ticked and crossed out and no vaccine details given)
  • If unsure escalate to LPS

Amendments that cannot be accepted:

  • Changes to personal details of the patient/individual
  • Changes to provider details
  • Changes to the end date of temporary contraindication (for example, a new end date added but the signature date is the same as a previous submitted form)

Altered form

Altered forms cannot be accepted where:

  • The form has been defaced (e.g. replaced text, graffiti, torn, not legible)
  • Reason for contraindications crossed out or not ticked and new one handwritten
  • Original wording crossed out and replaced (other than obvious corrections)
  • Sections of the declaration crossed out
  • Sections of the privacy statement crossed out

Services Officers:

5

Form is incomplete or partially completed

Check the form for any missing details:

Medicare or other identifying details are missing

If there are insufficient details to uniquely identify the individual on AIR:

Medical contraindication or natural immunity information is insufficient or incomplete

If there is insufficient information to record a medical contraindication or natural immunity:

Missing or conflicting information

Do not process an IM011 form if the provider has:

  • not ticked any of the boxes at section 7
  • not ticked temporary or permanent in section 6, even if all other details are provided in sections 6 and 7
  • added a lab test date at section 8, but no antigen details ticked
  • Non-live vaccines are ticked at section 7 and:
    • significant immunocompromised of short duration (live attenuated vaccines only), or
    • the individual is pregnant (live attenuated vaccines only) has been ticked at section 6

Service Officers must make one attempt to contact the provider if any of the above apply

If contact with the provider is successful:

  • Tell the provider why the form cannot be processed and request they resubmit a correct and completed form
  • Return the IM011 form to the provider with a standard letter
  • Go to Step 6

If contact is not successful:

6

Return the IM011 form

Return the form to provider or customer as noted in the comment.

  • Use the Z2334 We need more information to process your form standard letter
  • save the letter to the secure folder
  • upload the letter to the PaNDA work item
  • once uploaded and sent, delete the letter from the secure folder
  • Record a comment on Mainframe and PaNDA for:
Outdated or unapproved form
  • IM011 form received on (PaNDA lodgement date) from provider (provider number) on an outdated/unapproved form, document/form sent back to provider. Panda WID (xxxx)
Vaccination objection form, statutory declaration or letter
  • IM011 form not submitted. Received <vaccination objection><statutory declaration/letter> on (PaNDA lodgement date) from provider (provider number), document(s) sent back to provider and <parent/guardian> or <individual> Panda WID (xxxx)
State or territory health department form
  • IM011 form not submitted. Received state/territory form on (PaNDA lodgement date), document sent back to provider and <parent/guardian> or <individual> - Panda WID (xxxx)
Form altered or amended
  • IM011 form received on (PaNDA lodgement date) from provider (provider number) PaNDA WID (xxxx). Form returned to provider due to being <altered> < amended>’
Medicare or other identifying details are missing
  • IM011 form received on (PaNDA lodgement date) from provider (provider number) PaNDA WID (xxxx). Form returned to provider due to < form not completed correctly> <incomplete form>’
Medical contraindication or natural immunity information is insufficient or incomplete
  • IM011 form received on (PaNDA lodgement date) from provider (provider number) PaNDA WID (xxxx). Form <incomplete><insufficient information to record medical contra/Nat Imm>, returned to provider
Missing or conflicting information
  • IM011 form received on (PaNDA lodgement date) from provider (provider number) PaNDA WID (xxxx). <unable to contact provider><spoke to (name) advised form not completed correctly and to resubmit> Form returned to provider

PaNDA Work Item


Record a medical contraindication or natural immunity on AIR

Table 4: this table explains how to locate a customer and record a medical contraindication or natural immunity.

Expand table

Step

Action

1

Update immunisation registration

Log on to Mainframe, then:

  • key 'YCUI'
  • press [Enter]

The YCUI - Registration Amendment Search screen displays.

2

Search criteria

Key search criteria using Medicare number (if available), or key:

  • surname
  • given name
  • date of birth
  • postcode (optional)

Press [Enter]

3

Match results

If there is:

  • no match found, use different search criteria or:
    • key 'YCAI'
    • create customer
  • only one match, the YCUA - Amendment Registration screen displays
  • more than one record that meets search criteria:
    • a list is displayed
    • select (/) appropriate customer
    • press [Enter]. The YCUA - amendment registration screen displays

To record a:

4

Record a medical contraindication

To record a medical contraindication:

  • Press [PF17 - CONTRA-IN]. The YCAM - Medical contraindication information screen displays
  • Update any vaccines the provider selected on section 7 from the completed IM011 form
  • Key the details. Press [Tab] to move across fields:
    • 2 digit vaccine code (press [PF1] for a list of codes) Note: for influenza use F1 (FLUMC)
    • if the contraindication is permanent or temporary
    • reason code
    • provider number
    • start date (provider signature date or date form received if signature date missing)
    • end date (for temporary contraindications)
    • previous anaphylaxis date (if applicable)
  • Press Enter and check the information is correct before pressing [PF9 - UPDATE]. The message 'Update successful' displays
  • Finalise the document as per WLM processing guidelines. Only use the below approved comment on Mainframe for a successfully updated record:

’IM011 form received on (PaNDA lodgement date) from eligible provider (provider number). This has been processed'

Note: if the screen is full and the Service Officer needs to enter more vaccines, press [PF8] to page forward to the next screen to continue.

Procedure ends here.

5

Record a natural immunity

To record a natural immunity:

  • Press [PF20 - NAT IMM]. The YCAN - Natural immunity information screen displays
  • Key the details. Press [Tab] to move across fields:
    • 3 digit antigen (disease) code (press [PF1] for a list of codes)
    • provider number
    • notification date (provider signature date or date form received if signature date missing)
    • laboratory test date or physician based clinical diagnosis date
  • Press [Enter] and check the information is correct before pressing [PF9 - UPDATE]. The message 'Update successful' displays
  • Finalise the document as per WLM processing guidelines. Only use the below approved comment on Mainframe for a successfully updated record:
    • ’IM011 form received on (PaNDA lodgement date) with natural immunity to <add antigen codes> from eligible provider (provider number). This has been processed’

Note: if the screen is full and the Service Officer needs to enter more vaccines, press [PF8] to page forward to the next screen to continue.

Finalise the document as per WLM processing guidelines.

Procedure ends here.


Telephone enquiries about medical contraindications or natural immunity recorded on AIR

Table 5

Expand table

Step

Action

1

Determine enquiry or request details

If the customer has a general enquiry, answer their enquiry if appropriate or direct them to self-service.

Details about self-service options are on the Services Australia website.

General enquiry examples:

  • How to have a medical contraindication or natural immunity recorded on AIR
  • How to show proof of a current medical contraindication or natural immunity
  • Other general enquires about information recorded on AIR

See the Resources page for links to the Services Australia website and Immunisation information.

If staff are unable to help the caller with their enquiry:

  • Refer customers to their vaccination provider
  • refer vaccination providers to their state or territory health department

If the enquiry requires access to a record, go to Step 2.

2

Authenticate the caller

Confirm the identity of the customer or provider by performing an authentication. SeeAuthentication and release of information for Australian Immunisation Register (AIR).

Has the caller been authenticated?

  • Yes, go to Step 3
  • No, if the caller is:
    • a vaccination provider or their staff, refer them to their state or territory health department, if appropriate. Procedure ends here
    • the customer or their representative, refer them to their vaccination provider, if appropriate. Procedure ends here

3

Check current recorded medical contraindications or natural immunity

Check if the AIR record has a current medical contraindication or natural immunity recorded on AIR.

  • Access the AIR record using Mainframe and search for any previously recorded: medical contraindication, or
  • natural immunity

Medical Contraindication

  • From the YCUA screen press [PF17] CONTRA-IN, the YCAM - Medical Contraindication Information screen displays
  • Press [PF5] CON HIST, the YCAH screen displays
  • View history

Natural Immunity

  • From the YCUA screen, press [PF20] NAT IMM, the YCAN - Natural immunity information History screen displays
  • View history

If the request is for an amendment to the medical contraindication or natural immunity recorded on AIR, go to Step 4.

4

Determine nature of amendment request

If the medical contraindication or natural immunity amendment request relates to:

  • Additional vaccines/antigens to be added, go to Step 5
  • Medical contraindication or natural immunity information recorded in error or incorrectly, go to Step 6
  • Changes to the start or end date of a medical contraindication, go to Step 7
  • Correction required due to Services Australia error, go to Step 8

5

Additional vaccines/antigens to be added

Tell the caller that an eligible provider can:

  • upload the additional vaccines/antigens using the AIR Site, or
  • complete a new IM011 form with the new vaccines/antigens

Procedure ends here.

6

Medical contraindication or natural immunity information recorded in error or incorrectly

Medical contraindication or natural immunity information recorded on AIR may contain errors.

Errors can include incorrect:

  • vaccines/antigens
  • start/end date
  • provider number
  • patient/customers
  • medical contraindication, or
  • natural immunity

Tell the caller that an eligible provider is required to submit an amendment request in writing through HPOS messages, with the required details.

The Resources page contains details required for medical contraindication or natural immunity amendment requests.

For requests of this nature, it is preferable (but not necessary) that amendment requests are submitted by the:

  • provider who originally recorded the medical contraindication or natural immunity, or
  • customer's general practitioner

7

Change in medical contraindication start and/or end date

If the request is to amend the start date and/or end date to a later date:

  • tell the caller that an eligible provider can:
    • upload a new medical contraindication using the AIR Site, or
    • complete IM011 form with the new medical contraindication information
    • procedure ends here

If request is to amend the start date and/or end date to an earlier date:

  • Tell the caller that an eligible provider is required to submit the amendment request in writing through HPOS messages, with the required details

The Resources page contains the details required for medical contraindication amendment requests.

For requests of this nature, it is preferable (but not necessary) that amendment requests are submitted by the:

  • provider who originally recorded the contraindication, or
  • customer's general practitioner

8

Correction to the AIR required due to Services Australia error

If an error is identified by a provider, patient and/or Services Australia staff member, escalate the error to AIR LPS by completing the Technical Support Tool (LPS and SSO) - Health online form outlined in Table 7.


Amendment request for a currently recorded medical contraindication or natural immunity received in writing

Table 6

Expand table

Step

Action

1

Check the source location in PaNDA

Check the Source Location for the amendment request. If received via:

2

Message received via HPOS

If received via HPOS, check details in Text to see who sent the request:

  • Doctor - doctor's name shows in Sent by
  • Delegate - shows as Sent for doctor's name, by delegate's name

If the amendment request is sent by a doctor or delegate and includes the required details, go to Step 3.

If the amendment request is not sent by a doctor or delegate, and/or the amendment request is missing the required details. Make an outbound call to the provider to tell them about:

    • the secure channel requirements for amendment requests, and/or
    • details required for inclusion. Procedure ends here

The Resources page contains details required for amendment requests.

3

Escalate the amendment request

Escalate amendment requests to AIR LPS:


Action an escalated amendment request (AIR LPS only)

Table 7: this table is for use by AIR Local Peer Support (LPS) only.

Expand table

Step

Action

1

Amendment request received

Amendment request should include all the required details. The Resources page contains Details required for amendment requests

If the request is sent from:

  • the customer or their representative, go to Step 2
  • original eligible provider at same or different location, go to Step 3
  • different eligible provider at same or different location, go to Step 3

2

Request received from a customer or their representative

Investigate the amendment request to determine if change is required due to:

  • Services Australia error, go to Step 3
  • Provider error, tell the customer to speak to an eligible provider
  • Procedure ends here

3

Investigate amendment request

Investigate the request and determine if an amendment is required.

Is the amendment required \?

  • Yes:
    • Escalate the details to AIR Program Support. See Australian Immunisation Register (AIR) for contact details
    • Once a response is received from AIR Program Support, go to Step 4
  • No:
    • Tell the provider and/or customer amendment is not required
    • Add a standard comment. See Resources for Standard comments
    • Procedure ends here

4

Response from AIR Program Support

Once a response is received from AIR Program Support:

  • Record a comment in Mainframe documenting the changes and response provided by AIR program support
  • Record a comment in PaNDA (if applicable)
  • Contact the customer and/or provider and tell them the outcome
  • If the amendment was due to a Services Australia error, provide feedback to the staff member using the Staff Feedback Tool (if applicable)