Change of gender for Medicare enrolments 011-44110020

Service Officers must only authenticate the customer where evidence has been provided and found in PaNDA. Otherwise, advise the customer to lodge their evidence, and end the call.

Was authentication successful? See Authenticating a Medicare customer.

• Yes, go to Step 2
• No, the customer is unauthenticated and must:
• call back with more information, or
• attend a service centre with an approved photographic identity document. Procedure ends here

To establish or update the gender on their record a customer must provide one form of evidence. See Evidence of gender on the Background page.

Has evidence been received to amend a customer's gender?

• Yes, go to Step 3
• No, advise the customer of the evidence requirements to update gender. Procedure ends here

On the CDMS home page, select Amend Consumer Details link to open the Amendment Search screen.

Conduct an ID number or name search to identify the customer:

Select Personal to open the Amend Personal Details screen.

In Consumers, select the radio button to select the record to be amended.

If the evidence provided is a document that can be verified in DVS, see Identity verification for Medicare enrolments and re-enrolments in the Medicare Document Verification Service (DVS) Portal.

In Personal Details:

• Gender field: subject to evidence received, update the gender details.
  Note: until there is an update to ICT systems to include a value for non-binary (X), Service Officers can:
• Record the person's preferred gender (male or female), subject to evidence provided
• Amend the customer's CDMS record by documenting that the customer's gender is non-binary (X).
  Key 'customer identifies as gender X' in the Comments field at Personal level in CDMS
• Gender Change Reason field: select the reason for the change

Make any other updates in the remaining fields in CDMS, as required. For example, their title.

If the customer requires a change of name, see Change legal name on Medicare record.

Scroll down and select Validate [Alt+V] to open.

When an information message displays about whether the amendments were acceptable or not, select OK. If not acceptable, change the amendments as required.

Scroll down and select Validate [Alt+V].

The Confirm Amended Personal details screen displays the updated details.

Are the details on the screen correct?

• Yes, select Update. Updated details display on the Amend Personal Details screen
• No, select Change to change details, go to Step 5

Record a comment in the Personal tab to say gender has been changed in CDMS and the type of documents the customer supplied to support the change.