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

See Process page in Amend a person's Medicare enrolment details for how to amend the date of birth of a customer in CDMS.

Service Officers must authenticate the customer.

Ask the customer to provide the password if one has been stored.

On the CDMS home page:

• select Amend Consumer Details
• key the customer’s Medicare card number in ID Number field
• select Personal

Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags.

In Consumers, select the radio button next to the customer’s details to be changed.

In Personal Details, select the:

• Multiple Birth Indicator checkbox to indicate the customer is part of a multiple birth, for example, a twin or triplet
• Select Validate, Validate, Update to confirm the details

Service Officers must authenticate the customer.

Ask the customer to provide the password if one has been stored.

On the CDMS home page:

• select Amend Consumer Details
• key the customer’s Medicare card number in ID Number field
• select Personal

Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags.

• In Consumers, select the radio button next to the customers details to be changed
• In Personal Details, select the Language spoken at home (other than English) field from the dropdown menu
• Select Validate, Validate, Update to confirm the details

Note: if the customer prefers to interact with Services Australia using their nominated language, including Auslan and other sign languages, record a Sensitive Information Indicator for Interpreter language. See Table 4 in Sensitive Information Indicators in CDMS.

Service Officers must authenticate the customer.

Ask the customer to provide the password if one has been stored.

On the CDMS home page:

• select Amend Consumer Details
• key the customer’s Medicare card number, in ID Number field
• select Personal

Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags.

In Consumers, select the radio button next to the customers details to be changed.

In Personal Details:

• Add a new customer end date:
• key the date in Consumer End Date field
• select the reason from Consumer End Reason field
• select the source from Consumer End Notification Source field
  Note: an end date should not be applied to a customer's record until they have been residing outside Australia for 5 or more years for an Australian citizen or 12 months for a New Zealand citizen, a migrant or an applicant for permanent residency
• Amend a customer end date:
• over key the date in Consumer End Date field
• if the reason for the end date notification is not displayed, select the source from Consumer End Reason field
• if the source that supplied the customer end date notification is not displayed select the source from Consumer End Notification Source field
• Important (do not read to the customer) Service Officers must note the following information before deleting a customer’s consumer end date:
• if the Consumer End Reason is Linked to Another Consumer Record - do not delete the end date. Check the customer's Comments tab for details about the primary record. Continue to amend the primary record as required. If there are issues amending the primary record, stop processing and contact the Medicare Consumer Data Integrity Unit. The Resources page also provides contact details
• Delete a customer end date
• delete the date in the Consumer End Date field
• select a blank value in the Consumer End Reason field
• select a blank value in the Consumer End Notification Source field

Note: CDMS reinstates previous personal details values and entitlements to Medicare when a customer end date is removed. Service Officers must check, confirm and if necessary, update the group information.

• Select Validate, an information message displays informing whether the updates are acceptable
• Select OK to acknowledge the message
• Select Validate, the Confirm Amended Medicare Card Details screen displays the changes
• Select Change to change any details
• Select Update once the details are corrected

Service Officers must authenticate the customer.

Ask the customer to provide the password if one has been stored.

On the CDMS home page:

• select Amend Consumer Details
• key the customer’s Medicare card number, in ID Number field
• select Personal

Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags.

In Consumers, select the radio button next to the customer’s details to be changed.

Select Contact Details tab:

• add contact details for the customer
• select the required contact field
• key the information
• select Source from the dropdown menu
• amend the customer's contact details:
• select the required contact field
• over key the contact details with the correct details
• select Source from the dropdown menu

Note:

• in number fields, do not key spaces or dashes
• the DO NOT USE options are for ICT use only and must not be used by Service Officers
• do not record contact details for persons under 15 years of age
• remove contact details if previously added by a Service Officer

Select Validate, Validate, Update to confirm the details.

Add banking details

See Table 3 Store, confirm and end date bank account details for Medicare EFT payments

Amend banking details

See Table 4 Store, confirm and end date bank account details for Medicare EFT payments

End banking details

See Table 5 Store, confirm and end date bank account details for Medicare EFT payments

Service Officers must authenticate the customer.

Ask the customer to provide the password if one has been stored.

On the CDMS home page:

• select Amend Consumer Details on consumer details
• key the customer’s Medicare card number in ID Number field
• select Personal

Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags

In Consumers, select the radio button next to the customer’s details to be changed.

Select Comments tab:

• add a comment:
• key the comment in the Text field
• if the comment has an end date, key the date in the Comments End Date field, in the format DD/MM/YYYY
• end a comment in Recorded Comments:
• key the end date in the Comments End Date field, in the format DD/MM/YYYY
• select Validate, Validate, Update to confirm the details

Note: the end date can be in the future. All ended comments can be viewed in Inquire history screens.

Service Officers must authenticate the customer.

Ask the customer to provide the password if one has been stored.

When issuing a Medicare card and the Replacement not allowed error message displays:

• Service Officers cannot request a replacement card when the RETURNED MAIL INDICATOR has been ticked
• select Name/Address tab
• confirm the address with the customer

Is the address the same?

• Yes, remove the mail indicator. Go to Step 3
• No, update the address and remove the mail indicator. Go to Step 3

When the address is updated, the return mail indicator is automatically removed. The exception is when updating an address and requesting a card at the same time an error message displays prompting Service Officers to remove the mail return indicator before updating and validating.

Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags.

• Untick the Returned Mail Indicator
• Select blank in the dropdown menu, Type of Mail Returned
• Select Card Request tab
• Select Validate, Validate
• Select Update

Note: ensure the Returned Mail Indicator has been unticked in both Group and Personal to enable the customer to link online services.

The Medicare card record has been successfully updated in CDMS.

On CDMS home page:

• select Amend Consumer Details
• key the customer’s Medicare card number, in ID Number field
• select Group
• select Name/Address tab

Note: a Medicare Payment Integrity (MPI-1) restriction may be present and prevent amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags.

Is the address on CDMS the same as in returned mail?

• Yes, go to Step 3
• No, go to Step 6

• Access the dropdown menu and select the type of mail returned:
• Medicare Card
• Medicare Cheque
• Medicare Card and Cheque
• Medicare Mail
• Medicare Replacement Card/Invitation Letter
• Online Services Password Letter
• NBCSR Correspondence
• AIR Correspondence
• AODR Correspondence
• Select Validate

See Return to sender (RTS) mail for Medicare.

• Select Ok on the details accepted message
• Select Validate

Select Update to set the Return Mail Indicator.

Note: when the address is updated, the return mail indicator is automatically removed. The exception is when updating an address and requesting a card at the same time, an error message appears prompting the Service Officer to remove the mail return indicator before updating and validating.

If the customer has updated their address, no further action is required.

Add a processing note in PaNDA and complete the work item.

Procedure ends here.

To amend or end:

• a Sensitive Information Indicator a Password for enquiries, see Customer password for Medicare enquiries
• any other type of Sensitive Information Indicator, see Sensitive Information Indicators in the CDMS