Operational Blueprint Documents (lex 88368): Managed Service Plan (msp) - Reviewing 104-07050050 (effective From 18 November 2025) Customer Aggression - Prevention And Management 104-07000000…

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Services Australia released six operational blueprint documents governing Managed Service Plan (MSP) processes for high-risk customers displaying aggression or non-compliance. The documents cover MSP reviewing, prevention and management of customer aggression, response protocols, MSP proposal and approval, and delivery through One Main Contact arrangements. The MSP review process applies to Centrelink, Medicare Public, and some Child Support customers, with reviews triggered by expiration dates, customer requests, circumstance changes, behavioral escalation, or non-compliance. Reviews are coordinated monthly through Local Assessment Panels, Zone Assessment Panels, or Health Service Delivery Division panels involving the Employee Responsible, One Main Contact, and specialist officers. System-generated notifications alert relevant staff 28 days before MSP expiration; if reviews aren't completed, MSPs automatically cease and customers revert to standard service channels unless explicitly extended. Documents were released in part under sections 22 and 47E(d)