Change legal name on Medicare record 011-44110010
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Medicare and Aged Care - Local Peer Support (LPS)
Medicare Consumers Program Support - Medicare Consumers Section - Medicare Branch
Letter
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.
Z0137 Request for information to complete or change your Medicare enrolment
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 you’re 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." |
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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. |