Deleting journal entries
There is a risk that deleting journal messages which contain attachments could destroy
necessary audit trails in the event that the Department is ever legally challenged.
Messages can only be deleted by staff within 30 days of them being created. It is therefore
essential to check that messages, especially those with attachments are correct at the time
they are created. If errors are noticed, the message should be deleted s traightaway.
Claimants are often confused when messages they have previously seen suddenly disappear
without any explanation. Therefore, if messages are deleted remember to add a brief
explanation so the claimant is aware of what has happened.
The information below and on the next slide gives circumstances when journal entries can
and cannot be deleted.
Best practice when deleting journal entries
The following is good practice to avoid causing the claimant confusion:
if journal entries are deleted and replaced with a corrected version, the box to notify the
claimant of the new journal entry by text or e-mail should be unchecked. The claimant then
receives just one text or e-mail informing them of a journal entry. Provided the mistake is
rectified quickly, this reduces the risk of the claimant noticing a change in their journal
entries
where journal entries are deleted and not replaced, a note for the claimant explaining the
deletion could avoid confusion
When to use the delete function and when not to
When to use the delete function
The following message and uploaded SSP 1 form were deleted from the claimant’s journal 64
days after they were originally posted.
“Message - SSP1 received states - Employer can no longer pay her. SSP1 attached”.
The form was incorrectly uploaded to the journal. This was subsequently corrected and
uploaded to the claimant history for a RTI dispute.
Other circumstances when journal entries can be deleted:
addressed to wrong claimant
personal information has been added
spelling mistakes
incorrect dates
due to quality check
incorrect letter uploaded (WCA and Claim closure)
When not to delete journal entries
A claim had the following message and attachment in the journal to advise the claimant about
Work Choice programme.
“Message *** WORK CHOICE *** Please read the enclosed information about Work Choice
which aims to help people who have a Fit Note take your next steps towards training and
work. We will discuss this at our next conversation. Attachment – Work Choice info.”
At the claimant's next appointment 26 days later, due to a change in the claimant’s
circumstances, the message was deleted as the information was no longer relevant.
This should not have been deleted as it was relevant to the claimant’s circumstances at the
time it was entered in the journal.