Current rates effective 20 September 2024

Representative arrangements can change throughout the lifecycle of a claim, with consent able to be withdrawn or changed at any time.

Consent may be withdrawn verbally if the call is taking place on a Softphone. The use of Softphone provides a recording of the request that can be used until the revocation is received in writing.

Written withdrawal of consent must be signed and dated by the client. This must then be:

1. Saved in the clients CM9 folder using the appropriate naming convention –

Express consent is permission for something that is given specifically, either verbally or in writing. A common example of this can be seen when a client invites a family member or support person into a conversation.

Verbal consent may only be accepted via Softphone where the call is being recorded and should only be used in an instance where the client may ask for a conversation taking place to continue with a third party.

Ongoing consent must be provided in writing, signed and dated by the client. This must then be:

The Defence, Veterans' and Families' Acute Support Package (ASP) provides short-term flexible support to eligible veterans and their families. A range of services may be available, such as child care, counselling and household assistance.

Conditions and claims can only be withdrawn at the request of the client or their representative, unless an administrative error has occurred during registration (for example, accidental registration).

Proof of Identity

R&C ISH IL/VEA delegate step-by-step guide (CM9 #1856317E)

Referral to the SCT must be made where the client contends any of the following:

Claims where risk indicators have been identified that indicate a claim needs to be actioned immediately may require contact with the client before requesting AI.