If no priority or risk indicators have been identified support officers:

Use the Claims Prioritisation Assessment Tool (the tool) - (CM9# 22502611E) to raise priority allocation

Front end support officers must review all information submitted with the claim, as well as relevant information on the client’s file, to identify risk factors for priority claim allocation and make appropriate referrals for any supports that may be appropriate for the client. 

Non Liability Health Care - Mental Health (VEA) claims are the only claims that can be registered following a verbal request. 

Invalid claims

13.2.2.2 Absence or Separate due to Family or Domestic Violence 

Under the MRCA a person may continue to be considered wholly dependant on an eligible member in circumstances the person or the eligible member has left or been removed from their home due to circumstances of family or domestic violence (FDV). 

Clients may contact DVA to update their details including address, accommodation or living arrangements. The staff member notified of the change is required to update the client’s details in Process Direct.

How staff action and record these requests depends on the client’s circumstances and the information that needs to be updated.