DATE OF ISSUE: 10 FEBRUARY 1993
AMENDMENTS TO DEPARTMENTAL INSTRUCTION (DI) NO. B42/92 "GUIDELINES FOR PROCESSING NOTIFICATION OF CHANGE OF CIRCUMSTANCES RECEIVED BY TELEPHONE".
PURPOSE
The purpose of this instruction is to advise staff of an amendment to Departmental Instruction No. B42/92 - "Guidelines for Processing Notification of Change of Circumstances Received by Telephone".
BACKGROUND
2.Paragraph 20 of DI No. B42/92 advised staff of procedures to be taken when processing a notification of a change in method of payment when received by telephone. It stated that the caller must provide staff with the old account number and date of birth or DVA file number of the pensioner.
AMENDMENT
3.The Department has been advised that financial institutions are now quoting the pensioners' DVA file number when issuing statements.
4.This practice could allow for a person to use this information to fraudulently redirect a persons pension payment.
5.To prevent this from occurring, the caller must now provide staff with the:
a.old account number;
b.date of birth of the pensioner;
AND
c.DVA file number
when advising of a change in a method of payment by telephone.
6.Please ensure that Paragraph 20 of DI No B42/92 is amended to read:
"For security purposes the caller must be able to identify the old account number, date of birth and DVA file number. The pensioner's address.....".
7.Should you have any queries regarding this amendment please contact
Helen Bryson on telephone (06) 289 6404 or facsimile (06) 289 4854.
PETER HAWKER
NATIONAL PROGRAM DIRECTOR
BENEFITS