Operational Blueprint Documents (lex 83694): Personalised Services 101-17021300 (effective From 14 January 2025). 1 Document Released In Part. LEX 83694 Sections Of The Act : Sections 22 And 47e(d)…

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Services Australia released an operational blueprint documenting procedures for its Personalised Services team, which manages complex cases and vulnerable customers. The document outlines the roles of Personalised Services Managers and Service Officers (PSSOs) who act as dedicated points of contact for customers experiencing issues such as aggressive behaviour, persistent complaints, vulnerability, or complex case management needs. Key responsibilities include determining and documenting outstanding issues (privacy breaches, compensation claims, complaints, FOI requests), establishing special customer contact conditions, providing applications and information, and coordinating with specialist decision makers. The framework emphasizes authentication protocols for Managed Service Plan customers and aims to support customers through crisis while enabling self-managed service resolution and addressing systemic service issues. Portions were withheld under section 47E(d) of the Freedom of Information Act.