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Change legal name on Medicare record 011-44110010

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Contact details

Medicare and Aged Care - Local Peer Support (LPS)

Medicare Consumers Program Support - Medicare Consumers Section - Medicare Branch

Letters

Services Australia has endorsed the letter or electronic message for use. It is the latest version. Do not use locally produced letters or electronic message.

Service Officers can start the following letter from CDMS or DMC. See Digital Messaging Capability (DMC) - Health to create and send letters.

Request for information to complete your Medicare enrolment letter (Z0137).

Script - Legal name and preferred name

This table describes situations where a customer may have questions about the use of their legal or preferred name, and scripting to help with these conversations. Service Officers must first authenticate the customer.

Situation

Script to follow

Customer asks why we record both legal and preferred names

We collect both your legal name and preferred name to ensure we can communicate with you respectfully in the way you prefer, while also meeting our administrative and legal requirements.

Customer asks when each name is used

We may use your legal name in written communication, like letters or myGov messages as it is required to maintain consistency with official records. We use your preferred name when speaking with you, and it will be printed on your Medicare card.

Customer is frustrated about legal name use

We understand how important it is to be address by the name you identify with. Whenever we speak with you, we will always use your preferred name. However, for consistency with our records and policy obligations, we do need to use your legal name in some written correspondence.

Customer asks what name is printed on their Medicare card

Your preferred name is printed on your Medicare card, so it reflects the name you are known by, and most comfortable using day to day.

Customer wants to update their preferred name

To update your preferred name in our system we will require documentation that shows you are known by that name. I can let you know what is required and how to submit it.

See the Process page > Table 1 > Step 5.

Customer wants to update their legal name

To update your legal name, we will need official documentation. For example, an updated birth certificate or marriage certification of name certificate. I can let you know what is required and how to submit it.

See the Process page > Table 1 > Step 2.