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Telephone standards for Medicare and Health Delivery 011-40120020

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This document explains the common standards for phone calls in Medicare and Health Delivery.

Purpose of standards

The purpose of these standards is:

  • to present a professional image to customers and the general public
  • to advise the correct procedure where necessary, for example, in maintaining privacy

Maintaining these standards will help Medicare meet its objectives about customer contact by telephone

Examples of standards

  • making sure staff are prepared to take calls from customers
  • phrases to use when:
    • placing a customer on hold
    • checking in with them, and
    • taking the customer off hold
  • being professional in all dealings with customers, for example be:
    • courteous
    • respectful, and
    • use a pleasant and varied tone of voice
  • never behaving in a judgmental or patronising manner

The Resources page contains:

  • contact details
  • links to:
    • Authenticating a customer entry hub
    • Staff Feedback Tool
    • Privacy Incident Portal
    • Recording incidents of aggression
    • Services Australia website

Call transfers for Medicare and PBS telephony

Customer password for Medicare enquiries

Sensitive information indicators in the CDMS

Authenticating a Medicare customer

Privacy concerns when calling customers, returning calls or leaving messages on answering machines

Tier 1 technical support - Local Peer Support (LPS)

Quality Call Standards

Customer aggression – Reporting and recording incidents