Amend address in the Consumer Directory Maintenance System (CDMS) for Medicare 011-40060050

Was authentication successful?

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more details, or
• attend a service centre with an approved photographic identity document. Procedure ends here

See Authenticating a Medicare customer.

Service Officers must use an Australian address when recording the group address. Changing an address on the Amend Medicare Card Details screen in Group also amends the personal mailing address for the customer.

Are there other active members on the Medicare card?

• Yes, before updating the address, ask 'Does the change of address apply to everyone on the card?'
• If the customer confirms the address update applies to all members of the card, go to Step 3
• If the customer confirms that the address update does not apply to all members of the card, go to Step 9
• No, go to Step 3

Select Amend Consumer Details:

• Key the Medicare card number, in the ID Number field
• Select Group

A Medicare Payment Integrity (MPI) restriction may exist that stops an amendment. If this occurs, refer to Suspected Medicare fraud and Business Integrity (BI) flags.

To change the customer's group address:

• Select the Name/Address tab
• Clear the 4 fields - Address line 1, Locality, Postcode and State if it is a different address in a different suburb. If the same suburb, clear Address line 1 only
• Key the new address details. The mailing address must be an Australian address. For a Production Control address, select the Address is a production control address checkbox. Do not over key the address details
• Select the auto-populated address where it matches the customer's address
• Select the Address Source from the dropdown menu
• Select Validate

Note: make sure Group Contact details are current.

Does Error Message 12219 show?

Note: this message shows when the address line at Group level is greater than 24 characters.

• Yes, go to Step 5
• No:
• if there is a residential address recorded on CDMS, an information message shows to advise the residential address has not been changed.
  Select Yes to proceed
• if an information message shows for address matching in the Postal Address file (PAF), go to Step 8
• an information message shows to advise whether the amendments were acceptable or not.
  Select Ok to acknowledge the message. If not acceptable, change the amendments as required
• Select Validate:
  the Confirm Amended Medicare Card Details screen shows the updated details
• Select Change to change any details
• Select Update when the details are correct, go to Step 10

Service Officers will need to first determine if the customer has a Medicare Online Account (MOA).

• Select Entitlement
• Make sure the correct consumer is selected
• Go to Summary
• Select Entitlement

The Program Entitlement Summary screen will show. Customer has MOA if:

• there is a program listed as Online Services via my.gov.au
• the customer is currently registered for that program, and
• there is no end-date for that program

Does the customer have a MOA?

• Yes, ask the customer to update their address using their MOA. Procedure ends here
• No, see All other enquiries below

• try to update the address in Group using all address lines, including embellishment. Address line 1 and the Embellishment line each have a limit of 24 characters. The embellishment line will not accept numbers
• use abbreviation tables to try to reduce address length
• if attempt is successful, go to step 8
• if attempt in unsuccessful, go to step 6

Note: see Table 4 in the Resources page for an example of how to key a long address in Group.

Does the customer require a new Medicare card?

• Yes, advise the customer there may be a delay in issuing their card.
• Add a production control address to Group to allow for the enrolment to be completed. This will make sure the Medicare card is not sent to the customer’s old address while the enquiry is escalated
• Untick the production control checkbox at Personal
• Enter the customer’s updated address at Personal
• Select the Card Request tab, issue a Medicare card. This will make sure the customer has an active Medicare card on record. Go to Step 7
• No, go to Step 7

Service Officers unable to record a long address in Group must:

• update the address in Personal, and
• complete Tier 1 - Request for LPS Assistance - Health online form to contact LPS for assistance

If LPS are unable to record the Group level address, they need to:

• make sure the address has been updated at Personal
• escalate the Group level address update for investigation to Medicare Consumers Systems by email. The email must include the following:
• Service Officer Operator ID
• PaNDA and/or Digital Medicare Work ID
• Customer details: Name, DOB, Address, Medicare Number and Consumer ID
• Outline the reason for the enquiry
• State if the customer has confirmed the address applies to all members on the Medicare card
• Indicate if a new Medicare card needs to be issued after the address is updated
• Any screenshots of update attempts and error messages received
• If urgent - mark URGENT in the email subject header

Note: the escalated enquiry will not be actioned by the National Office if the customer has a MOA. The enquiry will be returned to the Service Office for follow up with the customer. It may take between 3-10 business days for National Office to reply.

Procedure ends here.

If the address:

• matches an address in the Postal Address file (PAF):
• an information message shows to advise whether the amendments were acceptable or not.
  Select Ok to acknowledge the message
• matches an address with correction:
• the Address Matching screen shows a message indicating that the address matches with correction.
  Select Ok to acknowledge the message
• select Accept to accept the address correction
• select Continue to continue with the address keyed
• does not match an address:
• the Address Matching screen shows a message indicating the address is not found.
  Select Ok to acknowledge the message
• Select Change to change the address
• Select Continue to continue with the address keyed

Select Validate, Validate, Update. Go to Step 10.

The Group address can only be updated if it applies to all members of the Medicare card. The customer’s address can only be updated in Personal.

Tell the customer they may need to transfer to their own Medicare card. Offer the customer the below transfer options:

• Digital - Some customers aged 15 years or older can copy or transfer to an existing card online by using their:
• Medicare online account (MOA) through myGov, or
• myGov app
• Form - Application to copy or transfer from one Medicare card to another form (MS011). See the Resources page for a link to the form

Process ends here.

When there is more than 1 active member on the Medicare card, record below comment in the Personal Comments tab of the customer's CDMS record.

'Updated group address <insert customer name>confirmed address applies to all members on the card'.

Was authentication successful?

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more details, or
• attend a service centre with an approved photographic identity document. Procedure ends here

See Authenticating a Medicare customer.

On the CDMS home page:

• Select Amend on consumer details
• Key the Medicare card number in ID Number field
• Select Personal

Note: a Medicare Payment Integrity (MPI-1) restriction may exist that stops an amendment. If this happens, see Suspected Medicare fraud and Business Integrity (BI) flags.

To change the customer's residential address:

• Select the Address tab
• Scroll down to Residential Address
• Clear the 4 fields - Address line 1, Locality, Postcode and State if it is a different address in a different suburb. If the same suburb, clear Address line 1 only
• Key the new address details. Note: the mailing address must be an Australian address. If Country is not selected, select from the dropdown menu
• Select the auto-populated address where it matches the customer's address
• Select the Address Source from the dropdown menu
• Select Validate:
• an information message shows informing whether the amendments were acceptable or not.
  Select Ok to acknowledge the message. If not acceptable, change the amendments as required
• Select Validate:
• the Confirm Amended Personal Details screen shows the updated details
• Select Change to change any details
• Select Update when the details are correct
• Select Validate, Validate, Update

If an information message shows for address matching, go to Step 4.

Note: update the mailing address in Group only. If the customer says they are no longer residing at the group address, tell them about the copy/transfer process.

If the address:

• matches an address in the Postal Address file (PAF):
• an information message shows to advise whether the amendments were acceptable or not.
  Select Ok to acknowledge the message
• matches an address with correction:
• the Address Matching screen shows a message indicating that the address matches with correction.
  Select Ok to acknowledge the message
• select Accept to accept the address correction
• select Change to change the address
• select Continue to continue with the address keyed
• does not match an address:
• the Address Matching screen shows a message indicating the address is not found.
  Select Ok to acknowledge the message
• Select Change to change the address
• Select Continue to continue with the address keyed

Select Validate, Validate, Update.

To access the MEE Portal:

• Open the Services Australia Intranet
• Go to My Tools
• Select Medicare Portal. The Medicare - eBusiness Gateway shows
• Select the Source Office from the dropdown menu
• Select Medicare Eligibility and Enrolments (MEE) Portal from the eBusiness System dropdown menu

If the customer:

• can provide the Application ID:
• Select Search by Application ID
• Key Application ID
• Select Search
• cannot provide the Application ID:
• Select Search by Name and DOB
• Key Family name
• Key First name
• Key Date of birth
• Select Search

Search results show at the bottom of the Application search page in the MEE Portal. Select the Application ID link to view the digital Medicare application.

Note: Service Officers must authenticate the applicant before disclosing or updating any details. If it is an initial enrolment, authenticate the customer using the details provided on the form. See Authenticating a Medicare customer.

To update the address:

• Select Applicant tab
• Go to Contact details and select Edit
• Update the address
• Select Update

See Digital Medicare enrolments and extensions in the MEE Portal.

When a customer contacts to update their address and there is a Return Mail Indicator:

• select Name/Address tab in Group
• confirm the address with the customer

Is the address the same?

• Yes, remove the mail indicator. Go to Step 2
• No, update the address and remove the mail indicator. Go to Step 2
  Note: this also applies when the Return Mail Indicator reason is FDV.
  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 to prompt the Service Officer to remove the Return Mail Indicator before updating and validating.

• 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: make sure the Returned Mail Indicator has been unticked in both Group and Personal which will allow the customer to link to online services.

The Medicare card record has been successfully updated in CDMS.