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 completely from the consumer’s record. If they are not deleted, they will remain on the consumer’s Medicare record history.

Some 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 onto the incorrect Medicare Safety Net family registration. See the Removing a consumer registered to wrong Medicare Safety Net family table
• 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.

The Medicare Customer Data Integrity Unit merge consumer records as required, as part of remediating duplicate Medicare enrolment records. Non-surviving (or secondary) records were removed from the list of Medicare records for My Health Record creation.

The Consumer End Reason for a non-surviving 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. Staff must check the individual’s Comments tab, which references the primary record. Staff are to amend the primary record as required.

If there are issues with using the primary record, staff are to contact the Medicare Customer Data Integrity Unit. The Resources page contains contact details.

For Medicare Public Eligibility helpdesk only

On 12 March 2014 the Australian Privacy Principles (APPs) came into effect and replaced the Information Privacy Principles (IPPs). The APPs require Services Australia to change the way personal information is managed.

The Resources page contains an external link to the Australian Privacy Principles (APPs).

This function allows a new Tivoli Access Manager (TAM) group, including staff from Medicare Public Eligibility and other program areas, to delete incorrect information from record history details within CDMS. It also allows a different staff member to log they have verified that the correction has been handled appropriately. As part of the quality assurance process 2, staff members are required to process the correction.

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 customer was added to the group
• customer comments (if applicable) when customer was transferred to incorrect Medicare card
• customer Sensitive Information Indicators
• incorrect Medicare card address in customer address history

Note:

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