Amend customer details in the Consumer Directory Maintenance System (CDMS) for Medicare 011-40060030

Personal details requiring amendment, such as an incorrectly recorded name or date of birth, can be updated once the correct details have been confirmed.

Incorrect details must be deleted from the customer's record. If they are not deleted, they will stay on the customer's Medicare record history.

Examples of how incorrect details may be recorded include when a customer is:

• enrolled on an incorrect Medicare record
• enrolled twice on the same Medicare card
• registered to an incorrect Medicare Safety Net family registration. See Table 1 > Step 9 in Amend or confirm a registered Medicare Safety Net family
• separated and updated their address before transferring off the Medicare card. See Separating safely - protecting personal details

Refer the enquiry to Medicare Consumers Program Support - Medicare Consumers Section - Medicare Branch to delete the incorrect details.

Staff may come across records with an end date descriptor ‘Linked to Another Consumer’.

The Medicare Customer Data Integrity Unit (MCDIU) merge customer records as identified, as part of remediating duplicate Medicare enrolment records. Duplicated secondary records that are no longer in use are end dated by MCDIU and must not be used by Service Officers.

The Consumer End Reason for a duplicate secondary record in these situations is 'L' (linked to another consumer).

Removing an end date from a record will result in the automatic creation of a second My Health Record for the same person.

End dates with this reason must not be deleted. See Table 4 on the Process page.

Staff may see an end date descriptor 'data cleanse - inactive record', applied to some Medicare records in the CDMS.

This reason code is applied to records where the person:

• is aged 89 years or older
• is not registered for a My Health Record
• has no claiming history with:
• Medicare
• Pharmaceutical Benefits Scheme (PBS)
• Australian Organ Donor Register (AODR)
• Department of Veterans' Affairs (DVA)

This process started after an Australian National Audit Office (ANAO) audit on the integrity of Medicare customer data was finished. The lack of claiming history for people in this age group may show they no longer live in Australia or are deceased.

If a person with this end date descriptor contacts Services Australia, they will need to be authenticated. The customer may not be able to answer questions about healthcare services. Once the customer is authenticated, the end date can be removed. Contact Medicare Eligibility Local Peer Support (LPS) if assistance is required.

For Medicare Consumer Program Support team only

PRA's allow deletion of incorrect Medicare card and/or customer personal details recorded in CDMS.

Access to this function is restricted to specific Tivoli Access Manager (TAM) groups, which includes Service Officers from Medicare Consumer Program Support team and other program areas.

As part of the quality assurance process 2, Service Officers are required to process the PRA.

Information available for deletion or amendment includes (but is not limited to):

• customer/s
• addresses
• bank account details
• customer association with incorrect Medicare card
• customer in incorrect Medicare card Program group association history
• program group history when the customer was added to the group
• customer comments (if applicable) when the customer was transferred to an incorrect Medicare card
• customer Sensitive Information Indicators
• incorrect Medicare card address in customer Address history

Note:

• group comments (if applicable) when the customer was transferred to an incorrect Medicare card
• all programs affected by the audit deletion will be notified and asked to approve the amendment
• comments for each request to explain the reason for the amendment