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Change of gender for Medicare enrolments 011-44110020

This document outlines information about how to action a change of gender for Medicare enrolments in Consumer Directory Maintenance System (CDMS).

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Change of gender in CDMS for customers 15 years or older

Change of gender in CDMS for a child under 15 years

Change of gender in CDMS for customers 15 years or older

Table 1

Step	Action
1	Request received to update gender for a customer 15 years or older If the request was received: in PaNDA, go to Step 2 by phone or in a service centre, go to Step 3
2	Request received in PaNDA Requests received in PaNDA require Service Officers to make an outbound call attempt to authenticate the customer and confirm their request. Was the customer contact successful? Yes, go to Step 3 No, leave comments in PaNDA and CDMS. Procedure ends here
3	Authenticate customer for enquiries by phone Was authentication successful? See Authenticating a Medicare customer. Yes, go to Step 4 No, the customer is unauthenticated and must: call back with more details, or attend a service centre with an approved photographic identity document. Procedure ends here
4	CDMS home page On the CDMS Home page: Select Amend on consumer details Key the Medicare card number in the ID Number field or do a Detailed Search Select Personal
5	Personal details In Consumers, select the radio button against the customer to be changed. In Personal Details: Gender field: update the gender details Gender Change Reason field: select the reason for the change
6	Complete update 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 Action any warning messages and Validate Are the details on the screen correct? Yes, select Update. Updated details will show on the Amend Personal Details screen. Procedure ends here No, select Change to change details, go to Step 5
7	Sensitive Information Indicator Advise the customer the gender update has been completed. Ask the customer: “This is optional however, would you like an indicator on your record to notate your pronouns?” Note: it is the customer's choice whether they have an indicator on their record. Service Officers must refrain from using the term ‘Sensitive Information Indicator'. If the customer agrees to have an indicator, complete the Sensitive Information tab: Category: Identity Indicator: Gender Identity Details: Customer has changed their gender information Notification channel: Record how the information was received Comment: Record pronouns and preferred name. Include if the customer still uses the legal name on their record. This will help Service Officers recognise that the customer has updated their gender identity and kept their legal name: For example: Still uses name John Citizen. They/them Preferred name Sam Citizen. She/her Text added to this field: is limited to 80 characters appears in the Sensitive Information pop up table can be released under a Freedom of Information (FOI) request End Date and End Date Reason are optional fields and can be left blank

Change of gender in CDMS for a child under 15 years

Table 2

Step	Action
1	Request received to update gender for a child under 15 years If the request was received: in PaNDA, go to Step 2 by phone or in a service centre, go to Step 3
2	Request received in PaNDA Requests received in PaNDA require Service Officers to make an outbound call attempt to authenticate the customer and confirm their request. Was the customer contact successful? Yes, go to Step 3 No, leave comments in PaNDA and CDMS. Procedure ends here
3	Identify and authenticate the parent/guardian See Authenticating a Medicare customer. A request to update the gender of the child must be: a parent or guardian associated to the Medicare card, or the Group contact of the Medicare card Was authentication successful? Yes, go to Step 4 No, the customer is unauthenticated and must: call back with more details, or attend a service centre with an approved photographic identity document. Procedure ends here
4	Confirm the details to update If the parent/guardian requests to: Correct the gender of a child that was incorrectly recorded when the child was enrolled, go to Step 5 Amend the gender of a child because of a change of gender, or personal preference, go to Step 9
5	Check if the gender was incorrectly recorded during enrolment Where a Service Officer or customer identifies that the gender was incorrectly recorded at the time of enrolment, and this is confirmed by: previous enrolment forms and the supporting documents proof of birth provided with newborn enrolments lodged through digital channels, or sighting a birth certificate or hospital record Go to Step 6.
6	CDMS home page On the CDMS Home page: Select Amend on consumer details Key the Medicare card number in the ID Number field or do a Detailed Search Select Personal
7	Correct customer's gender In Consumers, select the radio button against the customer to be changed. In Personal Details: Gender field: update the gender details Gender Change Reason field: select Processing Error Go to Step 8.
8	Complete update Make any other updates in the remaining fields in CDMS, as required. For example, their title Record comments in the Personal tab in CDMS Indicate gender was corrected as per birth certificate and record the document reference text/document number. For example, Gender corrected to female as per Birth certificate, reference number XXXXXX/2014 Scroll down and select Validate Action any warning messages and Validate Are the details on the screen correct? Yes, select Update. Updated details will show on the Amend Personal Details screen. Procedure ends here No, select Change to change details, go to Step 7
9	Escalate request Requests to update gender may include a request to update a customer's name. A child under 15 years must be known by their legal name at Group and Personal. The exception is where the child is undergoing a change of gender, and a preferred name may be recorded in Group under some circumstances. Escalate change of gender requests to Local Peer Support (LPS) for children under 15 years if: undergoing change of gender change of gender related request is for a preferred name See Escalation process for Medicare Eligibility and Child Dental Benefits Schedule (CDBS). Provide the following details: Name and Medicare card number of the parent/carer Name of the child Details of the request LPS review the request and escalate to Service Support Officers (SSO) if appropriate. SSOs review the request and escalate to Medicare Consumers Program Support if appropriate. Medicare Consumers Program Support review and finalise the update.