One of the ways we’re improving services for people in remote communities is using insights and data to proactively ask customers more about their situations.
Our teams look especially for suspended payments, outstanding claims and missing personal information and then seek updates from customers. These conversations have led to better access to services at remote service centres and out in the community.
Remote community servicing
When our remote servicing team visited an aged care facility in Willowra in the Northern Territory, they identified a customer who hadn’t had a Medicare card since 1995. Multiple name changes led to the customer being separated from their record with us. Our team corrected the information and issued a new card immediately, restoring access to essential health services.
At service centres
At the Santa Teresa Service Centre in the Northern Territory, staff reviewed cases with missing or incorrect information. This review led to conversations with customers the next time they came to the centre. They corrected payments for 25 families and were able to refer them to social work services when needed.
These conversations are leading to correct records and correct payments, helping us get it right for customers in remote Indigenous communities.