Require mandatory information to complete requests or claims
Make sure forms or system controls require mandatory information to support claims or requests.
Why this countermeasure matters
Not collecting mandatory information to support claims or requests may lead to:
- manual follow-up and processing
- increased opportunities for omissions and errors
- fraudsters deliberately making false claims by omitting relevant information
- fraudsters receiving payments or services they are not entitled to
- fraudsters accessing information or systems without a business need
- fraudsters providing false information or evidence to support a request or claim
- fraudsters concealing information that would affect their entitlement.
How to put this countermeasure in place
Some ways to implement this countermeasure include requiring:
- mandatory fields to be completed on online claim forms
- applicants to provide income and asset statements with their claim
- providers to provide business details such as their ABN
- supporting evidence to be attached with the claim.
How to measure this countermeasure's effectiveness
Measure the effectiveness of this countermeasure using the following methods:
- Review policies and procedures to see if they conform to national guidelines and frameworks.
- Confirm the existence of reference and guidance material.
- Confirm mandatory information is consistently obtained.
- Review a sample of completed requests/transactions to confirm all mandatory information was provided.
- Ask staff about the mandatory requirements to make sure they have a consistent and correct understanding.
- Undertake pressure testing or a process walk-through to confirm that mandatory information must be provided even when pressure or coercion is applied.
- Identify how mandatory requirements are communicated to staff, clients and third parties.
- Review the training staff receive to make sure it includes information about collecting and using mandatory information.
- Review approvals processes and make sure mandatory information is checked.
This type of countermeasure is supported by: