Medicare Safety Net letters 011-43080110

Is the person requesting Letter U 14 years or older?

• Yes, go to Step 2
• No:
• persons younger than 14 years cannot request a Letter U. Only the family contact (FC) or spouse/de facto partner (SP) can request a letter for a dependent child under 14 years
• procedure ends here

See Authenticating a Medicare customer.

Was authentication successful?

• Yes, go to Step 3
• No:
• tell the customer they must attend a service centre with an approved photographic identity document
• procedure ends here

Is the customer requesting Letter U for themselves?

• Yes, the letter request is for the customer, go to Step 5
• No, the letter request is for another person, go to Step 4

Is the requester registered in the same MSN family as the person Letter U is requested for?

• Yes, go to Step 5
• No:
• Letter U cannot be issued. A request may need to be made to the Release of Information section. See Release of information for Medicare
• procedure ends here

From the list of MSN family members with unverified payments, determine who the letter is for.

• For the Requester themselves a Letter U can be requested. See Table 2
• For another registered MSN family member, go to Step 6

Is the MSN family member under 14 years?

• Yes, go to Step 7
• No:
• the Letter U can be requested and will be addressed to the family member with unverified payments
• See Table 2

Is the requester the family contact (FC) or spouse/de facto partner (SP)?

• Yes, go to Step 8
• No:
• Letter U cannot be issued. A request may need to be made to the Release of Information section. See Release of information for Medicare
• procedure ends here

Is the requester on the same Medicare card as the family member?

• Yes:
• request Letter U for the family member at CARD level to be sent to requester
• see Table 2 > Step 1
• No:
• Letter U cannot be issued. A request may need to be made to the Release of Information section. See Release of information for Medicare
• procedure ends here

A request for the Unverified Payments letter (Letter U) is actioned via CDMS.

Letter U provides a list of unverified payments for an individual or member/s of a registered MSN family.

Once entitlement to Letter U has been established (see Table 1), log on to CDMS.

For help, see Consumer Directory Maintenance System (CDMS) for Medicare.

On the CDMS Home page, select the Amend Consumer Details.

The Amendment Search screen will show.

Service Officers can search for a MSN record (individual or family) by:

• Program dropdown box, select Medicare Safety Net
• ID Number: field, key reference details. For example:
• Medicare card number
• Consumer ID
• Medicare Personal Identification Number (PIN), or
• Family ID
• ID Number Type dropdown box, key the ID number type used as the identifier of the individual member or the family Safety Net registration. The options are:
• Medicare Card Number, or
• Consumer ID, or
• Medicare Personal Identification Number (PIN), or
• Family ID
• Safety Net Year dropdown box, select the Safety Net Year (current or previous year only)
• Select Entitlement

The Amend Medicare Safety Net Details page will show.

Consumer ID or Medicare PIN search - where the consumer ID or Medicare PIN is used and the customer is on a Medicare card with other customers, the Amend Medicare Safety Net Amendment Search Results page will show.

Medicare Card search - where the Medicare card is used or the person is the only person listed on a Medicare card the Medicare Safety Net Amendment Search page will show.

No exact match found - if the customer's details (name, DOB etc.) are used to search an exact match is not found, the system will show a list of possible matches.

See also: Register a customer for Medicare in the Consumer Directory Maintenance System (CDMS).

Select the specific individual or family member details.

If the customer requests letter U for themselves and is not a member of an MSN family:

• Select the customer's name. The person selected is the letter requester
• go to Step 5

If the customer requesting letter U is a member of an MSN family:

• Select the customer's name
• Select Continue
• The Amend Medicare Safety Net Details page will show
• Go to Step 5

• Select Letter Details tab
• Select Request Letter

The Request Medicare Safety Net Letters page will show.

From dropdown boxes, select:

• Channel, select the appropriate contact channel:
• Face to Face
• Phone
• Manual (form)
• Letter Type, select Letter U
• Requester, select the person making the request.
  Note: only family members 14 years or older will show
• Select the family member the Letter U is for.
  Note:
• for registered MSN families, only one member can be selected at a time
• if no registered MSN family exists, the requester and the family member must be the same person
• Where the family member is a dependent child - select the Medicare number from Medicare Card Number of Subject. This must be the same as the requester
• Select Request Letter
• If the request is for multiple family members, repeat this for each family member