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.

When updating an address, Service Officers must ask 'Does the change of address apply to everyone on the card?'

• Yes, the address can be updated. Go to Step 3
• No, tell the customer they may need to transfer to their own Medicare card. The address can only be updated by the individual customer on the phone or in person under Personal.
  See the Resources page for a link to the 'Application to copy or transfer from one Medicare card to another (MS011)' form. Procedure ends here

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 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. Note: 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:

Does Error Message 12219 show?

• 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 6
• 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

This message shows when the address line at Group level is greater than 24 characters.

Does the customer have a Medicare Online Account (MOA)?

• Yes, tell the customer they can update their address using their MOA. Procedure ends here
• No:
• update the address in Personal, and
• escalate for investigation to Medicare Consumers Systems by email. The email must contain these details:
  - Service Officer Operator ID
  - Customer details: Name, DOB, Address, Medicare Number and Consumer ID
  - Outline the reason for the enquiry
  - Include any screenshots of update attempts and error messages received
  - If urgent - mark 'URGENT' in the email subject header
• Procedure ends here
• Note: it may take between 3-10 business days for National Office to reply

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.

If a customer has updated the group address of the Medicare card, record a comment in the Personal Comments tab of the customer's CDMS record.

'<insert customer name> updated group address. <insert customer name> confirmed address applies to all persons 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.