Operational Blueprint document (LEX 89130): Requesting information (CLK) 104-04080010 (effective from 4 December 2025). 1 document released in part. LEX 89130 Sections of the Act : Sections 22 and…

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Services Australia's operational procedure for requesting information from claimants, recipients, and third parties outlines legislative authority and guidelines for information gathering during claim determination and payment administration. Requests may be made in writing or verbally (for social security payments) and must be limited to information necessary for determining qualification and payability. The procedure specifies that contact should prioritise getting immediate information and assisting customers to provide correct details first-time, with staff directed to use automated workflows (Q888, Q999, QSS32 letters) in Process Direct and Customer First systems rather than manual requests. Multiple requests for identical information are prohibited unless documents are unreadable. Written requests must include details of required information, response timeframes, non-compliance consequences, and legislative references. The procedure notes privacy risks requiring application of Separating Safely protocols to protect customer personal details, and indicates the procedure was under review as of December 2025. Significant portions were withheld under privacy