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What information we collect
We collect your personal information directly from you when you send us a question, feedback, compliment or complaint through our agency website or myGov.
The information we collect may include:
- your name
- contact details
- agency numbers that identify you, such as your Customer Reference Number (CRN), Customer Access Number (CAN) or Medicare Card Number
- information about your enquiry, feedback, compliment or complaint
- any documents, photos or certificates you provide to us
- information about your contact with us and our services
- any extra details you add to the online form.
If you choose not to give us some information, we may not reply to you or be able to give you the help you want. We may need to contact you to get more details.
Why we collect your information
We collect your personal information so we can:
- manage your payments and services
- reply to questions, feedback, compliments or complaints
- improve our products, systems and how we help customers.
How we share your information
We only share your information when you have agreed, or where the law allows or asks for it.
We may share your information with:
- other teams in our agency to reply to your questions, feedback, compliment or complaint
- other government agencies when needed by law.
We will not share your information overseas unless needed legally.
How we use Artificial Intelligence
Our agency gets a lot of feedback. To help our team review and reply to it efficiently, we may use tools to help share feedback with the correct service officers. This can include artificial intelligence enabled tools. We may use the information you send us in this form to improve these tools, reply to and categorise customer feedback.
For more information about how we use Artificial Intelligence, please read our Artificial Intelligence Transparency Statement.