Return mail indicator for Medicare claims 011-43020010

• Key NPOI, card number and select [Enter]
• Identify the claimant

Note: when a return mail indicator is set in CDMS, Service Officers are alerted to the following message 8-RET ADDR. This advises the Service Officers that a RETURN MAIL indicator is set against the enrolment due to an item being returned via Australia Post from the claimant's address.

The enrolment cannot be updated nor can a claim be paid until the RETURN MAIL indicator is removed.

Select [F1] under the message for instructions.

Confirm address details on the claim form to those on the payment screen.

Do the address details recorded on the claimant's enrolment record match the details on the claim form? Note: if contact details are not available, go to Step 5.

• Yes, contact the claimant by phone (where contact details are available) to clarify the address details in order to pay the claim. Note: Service Officers must attempt to make telephone contact with the claimant at least once to verify their information. Service Officers must never release the address details recorded on CDMS. See also: Telephone standards for Medicare and Health Delivery. Procedure ends here.
• No, go to Step 4.

Complete the following:

• logon to CDMS and remove the return mail indicator from the claimant's enrolment, see Amend customer details in the Consumer Directory Maintenance System (CDMS) for Medicare
• key over the address displayed on the payment screen with the new details shown on the claim form
• key the address indicator as provided on the MS014, P (permanent) or T (temporary), to enable the payment of the claim
• confirm payee code is correct for the reissue of payment
• if account is fully paid, use EFT details stored in CDMS to pay the claim
• where no EFT details are stored or provided key N ‘No EFT’ in EFT field to allow validation of the EFT details to be bypassed and for the assessment of the claim to continue. Benefit will be held until EFT details are provided.

Note: where the address is a permanent change, it automatically updates in CDMS once the address indicator has been keyed into the payment screen.

Procedure ends here.

If the claimant is unable to be contacted:

• pend the claim with RSN 381
• add processing notes to CDMS and PaNDA, then
• mark the work item as Complete in PaNDA

Note: the return mail indicator remains until the claimant contacts Services Australia.

When a return mail indicator is set in CDMS, Service Officers are alerted to the following message 1-RET ADDR. This advises the Service Officers that a return mail indicator is set against the enrolment due to an item being returned via Australia Post from the claimant's address.

Select [F1] under the message for instructions.

• Over key the control line NEPC with ‘NESI’ and press [Enter]
• Remove the postcode, press [Enter], and
• Over key with the ‘same postcode, press [Enter]

This will refresh the screen and allow for the claim to be processed and paid.