CIS System News
This page provides an archive of all CIS news items.
15 & 16 December 2012 - Reduced availability of the CIS Helpdesk
On Thursday and Friday, 15 and 16 December, the CIS Helpdesk will be unavailable from 12 noon onwards due to a group meeting and internal function. You can continue to contact the CIS helpdesk via our email address agency.updates@comcare.gov.au, and we will attend to your query as soon as possible.
We apologise for any inconvenience that this change in availability will cause our users.
9 December 2012 - Reduced availability of the CIS Helpdesk
On Friday, 9 December, the CIS Helpdesk will be unavailable from 12 noon onwards due to an internal function. You can continue to contact the CIS helpdesk via our email address agency.updates@comcare.gov.au, and we will attend to your query as soon as possible.
We apologise for any inconvenience that this change in availability will cause our users.
3 November 2011 - CIS unavailable - Resolved
The Customer Information System was experiencing technical difficulties, and was unavailable for a period of time. Users were receiving a "Cannot display the webpage" error when trying to connect to CIS.
This issue has been resolved. However, the website for CIS has been changed and users connecting through 'Favourites' may need to update their link to the new address - https://cis.comcare.gov.au/cis/index.jsp
If you experience any further issues with accessing CIS please notify the CIS Helpdesk by email agency.updates@comcare.gov.au or by phone 1300 366 979.
We apologise for any inconvenience that this outage has caused our users.
31 October 2011 - CIS unavailable
The Customer Information System is currently experiencing technical difficulties, and is unavailable. Users will receive a "Cannot display the webpage" error when trying to connect to CIS.
This issue is currently under investigation, and further notice will be posted when the issue has been resolved.
We apologise for any inconvenience that this outage will cause our users.
26 October 2011 - Certificate error when accessing CIS
CIS users are currently receiving a "Certificate Error - Navigation Blocked" message when trying to access CIS. The error advises that there is a problem with the website security certificate, and provides users with an option to either close the webpage or continue to the website.
To access CIS, you will need to use the "Continue to this website (not recommended)" option - CIS is still fully functional and available after using this link, and does not represent a risk to your IT environment.
Our IT support team is currently working to rectify this issue - we will provide an update on this as soon as we have an estimated time of resolution.
We apologise for any inconvenience that this may cause. If you have any queries or concerns about this, please contact the CIS HelpDesk at agency.updates@comcare.gov.au, or by phone on 1300 366 979.<>
14 October 2011 - System updates for CIS
As part of an ongoing program of maintenance of the Customer Information System, we are implementing a number of enhancements to keep our system easy to use and deliver relevant information for our users on Monday 17th October. Details of the changes being implemented are available in this document: CIS System Update - October 2011 [PDF]
The Guide to Understanding Customer Reports has also been updated to reflect these changes - this is available from the main CIS webpage, under CIS Help.
If you have any queries about these changes, please contact the CIS Helpdesk at agency.updates@comcare.gov.au, or by phone 1300 366 979
10 October 2011 - CIS Helpdesk Unavailable
On Monday 10 October, the CIS Helpdesk will be unavailable due to a Public Holiday in the ACT. You can continue to contact the CIS Helpdesk via our email address at agency.updates@comcare.gov.au, and we will attend to your query as soon as possible.
We apologise the any inconvenience that this change in availability will cause our users.
13 September 2011 - Reduced availability of CIS Helpdesk
On the morning of Tuesday 13 September, the CIS Helpdesk will have reduced availability due to the Comcare conference. You can continue to contact the CIS Helpdesk via our email address at agency.updates@comcare.gov.au, and we will attend to your query as soon as possible.
We apologise the any inconvenience that this change in availability will cause our users.
16 August 2011 - Limited availability of the CIS Helpdesk
On Tuesday 16 August, the CIS helpdesk has reduced availability due to illness.
You can continue to contact the CIS Helpdesk via our email address at agency.updates@comcare.gov.au and we will attend to your query as soon as possible.
We apologise for any inconvenience this change in availability will cause our users.
9 August 2011 - System updates implemented for CIS
The following updates have been implemented for the CIS:
Report 3 ' Claims and Total Cost by Mechanism of Incident' - addition of a total cost column
Report 74 'Claims approaching 45 weeks incapacity' - this report has been updated to display claims by payroll cost centre, and has been moved to the Finance reports section. This was formerly report 35.
The Guide to Understanding Customer Reports has also been updated to reflect these changes - this is available from the main CIS webpage, under CIS Help.
If you have any queries about these changes, please contact the CIS Helpdesk at agency.updates@comcare.gov.au, or by phone 1300 366 979.
9 August 2011 - Report Export errors - 'Resubmit Error' - resolved
On Monday 8 August, CIS users were experiencing errors when exporting large reports in CIS to .csv, .pdf, and .rtf.
These errors have now been resolved, and should no longer occur. If you continue to experience these errors, please contact the CIS Helpdesk by email agency.updates@comcare.gov.au, or by phone 1300 366 979.
8 August 2011 - Report Export errors - 'Resubmit Error'
CIS users may experience errors when exporting large reports in CIS to .csv, .pdf, and .rtf. Users who experience this problem will get an error message - 'Unable to generate report, this request is a resubmit' on the pop up window that would normally accommodate the download process.
Our technicians are looking into the error and we hope to have a fix shortly. We apologise for any inconvenience.
Notice will be given when the issue has been resolved.
28 July 2011 - Incorrect display of Case Estimate Date - May Estimates
The latest upload of case estimates was entered into Comcare's database on the 27 July and in error the effective date of the estimates was entered as 21/03/2011. The correct date for the case estimate data is 31/03/2011. We appologise if this has caused any inconvenience. The next upload for case estimates to the end of April will occur next week.
If you have any queries surrounding this please contact the CIS helpdesk by email agency.updates@comcare.gov.au, or by phone 1300 366 979.
18 July 2011 - Limited availability of the CIS Helpdesk
On Monday 18 July, the CIS Helpdesk has reduced availability due to illness.
You can continue to contact the CIS Helpdesk via our email address at agency.updates@comcare.gov.au, and we will attend to your query as soon as possible.
We apologise for any inconvenience this change in availability will cause our users.
14 July 2011 - CIS unavailable for system maintenance from 6pm - midnight
On Thursday 14 July, CIS will be unavailable due to scheduled system maintenance from 6pm until midnight. The system will be available for use again as usual on Friday 15th July.
We apologise for any inconvenience that this change in available will cause our users.
12 July 2011 - Report 35 Claims Approaching 45 Weeks - Temporary removal from reporting suite
Report 35 Claims Approaching 4 Weeks, has an error in the way it is tabulating incapacity weeks for claimants that have moved between agencies. The tabulation error affects a very small number of claims, but in light of this error we have removed access to the report until a fix has been found and implemented.
For any queries regarding this matter the CIS helpdesk can be contacted by emailing agency.updates@comcare.gov.au or by phone on 1300 366 979.
Our technicians are looking into the error and we hope to have a fix shortly. We apologise for any inconvenience.
Notice will be given when the issue has been resolved.
4 July 2011 - Report Export errors - 'Page cannot be displayed'
Some users are experiencing problems with exporting large reports within CIS. Users who experience this problem get an error message - 'Page cannot be displayed' on the pop up window that would normally begin the download process.
If you experience this error, please contact the helpdesk so that they can run the report for you. In this instance the helpdesk can be best contacted by emailing agency.updates@comcare.gov.au. The helpdesk can also be reached by phone on 1300 366 979.
Our technicians are looking into the error and we hope to have a fix shortly. We apologise for any inconvenience.
Notice will be given when the issue has been resolved.
13 - 15 April 2011 - Limited availability of CIS Helpdesk
From April 13 until 15, the CIS Helpdesk will have reduced availability due to illness. You can continue to contact the CIS Helpdesk via our email address at agency.updates@comcare.gov.au, and we will attend to your query as soon as possible.
We apologise for any inconvenience that this change in availability will cause our users.
18 March 2011 - limited availability of CIS Heldesk
On Friday 18 March, the CIS Helpdesk willl have reduced availability until 2pm AEST. You can continue to contact the CIS Helpdesk via our email address at agency.updates@comcare.gov.au and we will attend to your query as soon as possible.
We apologise for any inconvenience that this change in availability will cause our users.
4 February 2011 - Limited availability of CIS Helpdesk in the afternoon
The CIS helpdesk will have limited availability to process administrative requests on the afternoon of Friday 4 February, as scheduled maintenance to internal systems will be occurring. Please note the CIS system itself will be available.
Please contact the CIS helpdesk if you require further information.
- Phone: 1300 366 979
- Email: agency.updates@comcare.gov.au
3 November 2010 - Report 31, 32, and 33 - report generation errors
Some CIS users are currently experiencing errors when trying to generate reports 31, 32, and 33.
Users who experience this problem will receive an error message advising that there has been a "report generation error", after which they will be logged out of CIS. A link is provided to take the user back to the login screen.
Work is currently underway to resolve this issue, and notice will be given when this has been resolved. Should you encounter this error in the meantime, please contact the CIS Helpdesk via agency.updates@comcare.gov.au or phone: 1300 366 979.
We apologise for any inconvenience that this will cause our CIS users.
28 October 2010 - CIS unavailable
On Thursday 28 October 2010 CIS will be unavailable from 5:00pm to 6:00pm for scheduled maintenance.
We apologise for any inconvenience.
30-31 August 2010 - Reduced availability of CIS Helpdesk
On August 30 and 31, the CIS Helpdesk will have reduced availability due to internal training. You can continue to contact the CIS Helpdesk via our email address at agency.updates@comcare.gov.au, and we will attend to your query as soon as possible.
We apologise for any inconvenience that this change in availability will cause our users.
11 March 2010 - CIS application unavailable - Resolved
The CIS application is currently experiencing technical difficulties, and is not available. CIS users will receive an "Internal Server Error" when trying to connect to CIS.
This issue is currently under investigation, and further notice will be posted when the issue has been resolved.
We apologise for any inconvenience that this outage will cause our users.
9 March - CIS Performance Issues - Resolved
Recently some users were experiencing difficulties accessing CIS and downloading a range of reports, including 'Report 66 - Customer Data Report'.
These issues have now been resolved. Please contact the CIS helpdesk at agency.updates@comcare.gov.au or phone: 1300 366 979 if you continue to experience difficulties. We apologise for any inconvenience.
12 February - Report 66 - Customer Data Report - Ongoing
Currently some users are experiencing difficulties downloading 'Report 66 - Customer Data Report'.
Users who experience this problem may receive an error message - 'Web Application Error' - or the report will appear to download, but only contains a small portion of the claims listing. If you are experiencing this problem, please contact the CIS helpdesk at agency.updates@comcare.gov.au or phone: 1300 366 979.
The issue is currently under investigation, and notice will be given when the issue has been resolved.
We apologise for any inconvenience that this may cause.
15 December 2009 - Report 66 - Customer Data Report download errors - Resolved
Currently some users are experiencing difficulties downloading 'Report 66 - Customer Data Report'.
Users who experience this problem will either get an error message - 'Web Application Error' - or the report will appear to download but only contain a small portion of the claims listing. If you are experiencing this problem please contact the CIS helpdesk at agency.updates@comcare.gov.au or phone: 1300 366 979.
Notice will be given when the issue has been resolved.
1 October 2009 - Agency.Updates email unavailable - Resolved
The agency.updates@comcare.gov.au email address is currently experiencing difficulties receiving emails. For all urgent enquiries the CIS Helpdesk team are available through 1300 366 979. Notice will be given when the issue has been resolved.
We apologise for any inconvenience.
26 August 2009 - CIS unavailable - Resolved
On Wednesday 26 August 2009 CIS will be unavailable from 4:00pm to 8:00am on Thursdsay 27 August 2009 due to a scheduled outage.
We apologise for any inconvenience.
10 August 2009 - CIS unavailable - Resolved
The application error from this morning has been resolved. If you continue to experience issues accessing CIS please contact the CIS helpdesk.
We apologise for any inconvenience.
10 August 2009 - CIS currently unavailable
Due to an application error, users are unable to log on to CIS. The error message appears as follows: "Cannot display the webpage".
The problem is currently being addressed and notification will be posted on the website when the issue has been resolved.
We apologise for any inconvenience.
9 August 2009 - CIS unavailable
On Sunday 9 August 2009 CIS will be unavailable from 8:00am to 8:00pm due to a scheduled outage.
We apologise for any inconvenience.
2 August 2009 - CIS unavailable
On Sunday 2 August 2009 CIS will be unavailable from 8:00am to 8:00pm due to a scheduled outage.
We apologise for any inconvenience.
26 July 2009 - CIS unavailable
On Sunday 26 July 2009 CIS will be unavailable from 9:30am to 5:00pm due to a scheduled outage.
We apologise for any inconvenience.
19 July 2009 - CIS unavailable
On Sunday 19 July 2009 CIS will be unavailable from 9:30am to 5:00pm due to a scheduled outage.
We apologise for any inconvenience.
13 July 2009 – New forms
Several changes have recently been made to the CIS forms to enhance usability. The fields and format have changed and they are now available as PDF or RTF versions. We request that you use these new forms to capture all relevant information.
These forms are:
- Case manager data updates
- CIS access request form
- Comcare new customer creation
- Cost centre update form
The new forms can be found on the Agency update forms page. If you require assistance completing these forms please call 1300 366 979 or email agency.updates@comcare.gov.au.
14 June 2009 – Scheduled outage
On Sunday 14 June 2009 CIS will be unavailable from 8:00am to 5:00pm due to a scheduled outage.
We apologise for any inconvenience.
28 April 2009 - Error with Report 58 'Claim Activity post RTW' - Resolved
Report displaying incorrect data for 'Incap wks post RTW close'.
The problem was resolved on Monday 28 April at 9:00am. Please contact the CIS helpdesk if you continue to experience issues with this report.
We apologise for any inconvenience.
24 April 2009 - Error with Report 58 'Claim Activity post RTW'
Report displaying incorrect data for 'Incap wks post RTW close'.
The problem is currently being addressed and notification will be posted on the website when the issue has been resolved.
We apologise for any inconvenience.
12 March 2009 - CIS Unavailable - 5.30pm to 6.00pm
The CIS suite of reports will be unavailable on Thursday 12 March 2009 from 5.30pm to 6.00pm due to scheduled maintenance. We apologise for any inconvenience.
24 February 2009 - Application Error - Users unable to logon to CIS from 7:00am to 9:15am
Due to an application error, users were unable to log on to CIS. The error message appeared as follows:
"Error: Unable to create Application Session"
Users should now be able to log on without error. If you continue to have difficulty, please notify the CIS helpdesk at agency.updates@comcare.gov.au or 1300 366 979.
17 November 2008 - Timing of Case Estimates
Comcare has published information regarding the timeframes surrounding availability of case estimates on CIS.
Case estimates are available in the following CIS reports:
- 1. Claims and total cost by mechanism of incident - Chart
- 4. High Cost Claims
- 6. Claims, cost and time lost by cost centre
- 42. Claims and total cost by age group - Chart
- 46. Claims and cost to date by mechanism of incident - Chart
- 47. Average cost to date of claim by mechanism of incident - Chart
- 48. Cost to date as % of total by mechanism of incident - Chart
- 50. Claims as % of total by Mechanism of incident - Chart
- 58. Claim activity post RTW
- 63. Early intervention
- 66. Customer data report - Claim detail
- 68. Journey claims by mechanism of incident
- 69. Open claims by cost centre by mechanism of incident
- 70. Claim details by mechanism of incident
- 71. Claim details by Nature of injury/Disease
- 72. Claim details by Agency of injury/Disease
- 73. Claim details by Bodily Location
- 131. T1.1 - NNumbers of injury and disease - claim details
If you have any further queries please send them to agency.updates@comcare.gov.au for response.
12 September 2008 – Changes to T1-T4 Targets
CIS reports that contain the T1 – T4 targets will be affected.Implementation of amendments to the Safety, Rehabilitation and Compensation Act 1988 (SRC Act) has resulted in data for 2007-08 not necessarily being comparable with earlier years.
Please be aware of this when using the following reports to assess progress against the Comcare targets:
- 31. T1 - Numbers of Workplace Injury and Disease
- 32. T3 - Average Weeks Lost Time per Full Time Equivalent Employees
- 33. T4 - Average Weeks for RTW Activity to Commence
This issue is currently being addressed and a notification will be posted once the reports have been updated.
We apologise for any inconvenience. If urgent data is required, please do not hesitate to contact Customer Reporting on 1300 366 979 or agency.updates@comcare.gov.au.
2 September 2008 Website Outage – 6:00pm – 9:30pm
The CIS suite of reports will be unavailable on Tuesday the 2nd of September between 6:00pm and 9:30pm due to scheduled maintenance of the Comcare website.
10 July 2008 – Implementation of TOOCS 3.1
CIS Reports that contain any TOOCS classifications will be affected. The implementation of the new classifications will be visible in CIS reports from 11 July 2008.New codes have been added to the classification system. The main changes are:
Nature of Injury
- NOI 772 (Audio Shock, Audio Shriek) moved to 309
- NOI 847 (Bird Flu, Avian Flu, Avian Influenza) added
Mechanism of Injury
- MOI 38 (Explosion) added
- MOI 79 (Contact With/Exposure to Biological Factors - Unknown Origin) added
3 April 2008 - Case Estimate upload error
An error has occurred in the upload of Case Estimate data, therefore a range of reports involving claim costs will be unavailable. The problem is currently being addressed and notification will be posted on the website when the issue has been resolved.
If urgent data is needed, please do not hesitate to contact Customer Reporting on 1300 366 979, we apologise for any inconvenience.
11 March 2008 - Outage Causing Error when Generating Some CIS Reports
An outage between 12:00pm 6 March 2008 and 11.40am 11 March 2008 caused an error for users attempting to run any reports from the CIS suite of reports containing charts.
Users attempting to run any of the below reports during the outage received the following error:
- Error 500—Internal Server Error
- From RFC 2068 Hypertext Transfer Protocol – HTTP/1.1
10.5.1.500 Internal Server Error
The following reports were affected:
- 31. T1:- Numbers of Workplace Injury and Disease.
- 32. T3:- Average Weeks Lost Time per Full Time Equivalent Employees.
- 33. T4:- Average Weeks for RTW Activity to Commence.
- 42. Claim and Total Cost by Age Group.
- 43. Average Total Cost by Mechanism of Incident.
- 44. Average Total Cost by Age Group.
- 45. Total Cost as Percentage of Total by Mechanism of Incident.
- 46. Claims and Costs to Date by Mechanism of Incident.
- 47. Average Cost of Claim by Mechanism of Incident.
- 48. Cost to Date as a Percentage of Total Mechanism of Incident.
- 50. Claims as a Percentage of Total by Mechanism of Incident.
- 51. Incapacity Weeks by Mechanism of Incident.
- 52. Claims and Incapacity by Mechanism of Incident.
- 53. Average Incapacity Weeks by Mechanism of Incident.
- 54. Average Incapacity Weeks by Age Group.
- 55. Incapacity as % if Total by Mechanism of Incident.
- 60. Rehabilitation Expenditure – Pie Chart.
- 62. Claims with Multiple RTW Plans.
Functionality has been restored and users can now generate these reports without error.
If you encounter any further difficulties please contact the CIS Administrator on 1300 366 979 or by email on agency.updates@comcare.gov.au
2 October 2007 - Changes
Several updates and enhancements to Comcare's CIS were introduced in October. These changes were put in place to enhance the users' experience with CIS through changes to formatting and definitions used in the suite of reports.
Changes included:
- The removal of the report by 'state' option
This reporting option referred to the current residential state of the employee, not the state of the liable cost centre, and was frequently misunderstood by users.
- Removal of 'Experience year' as a reporting option
We have removed the option of reporting on March to February injury years. Until 2005, premium calculations used March to February injury years but from 2006 premium calculations have used calendar injury years.
- Change to format of report 82. customer structure report
Several columns have been added to report 82 to more practically display the tiers in an Agency's structure. Columns 'CC name' '1' to '5+' have been added.
For assistance with these features or any enquiries, please call 1300 366 979, or email agency.updates@comcare.gov.au
9 December 2006 - Changes
As part of remodelling rehabilitation functions in Comcare's internal systems, Return To Work (RTW) reports have been slightly modified. The remodelling allows Comcare to track rehabilitation assessments independantly of rehabilitation programs.
The changes are:
- references to RTW Plan suffixes removed
- report 67 now includes additional columns. For details, see the helptext
- report 57 (Time Take to implement a RTW plan) has been removed pending alternative specification
19 December 2005 - Changes
- All reference to Comcare's 11 Injury Groups has been replaced with Mechanism of Incident to align Comcare's reporting with the National standard.
- All reports have been reorganised and renamed under 9 new categories.
- National Data Set (NDS) codes and descriptions have been updated in line with the implementation of NDS 3.0.
- In line with NDS 3.0, Mechanism of Injury is now Mechanism of Incident.
- Customer Data Report - Claim Detail now includes NDS 3.0 data and the Injury Group column has been removed.
PLEASE AMEND YOUR INTERNAL DATABASES (IF ANY) TO COMPLY WITH THESE CHANGES.
- Many of the list reports now include claim likely future cost (case estimate) amounts.
- Several of the chart reports based on total cost now include the likely future cost and cost to date split.
- Commission indicator reports no longer include references to the individual components of the 'C', 'P' and 'R' measures.
- High Cost Claims Report (no 4) now reports on all claims where the total cost is over $10,000.
- All relevant Help Text has also been updated.
7 June 2005 - Changes
The Prevention & Injury Management Scorecard is now available. We apologise for any inconvenience this has caused.
29 November 2004 - Changes
Case estimate and claim detail as at dates will be shown in the top right hand corner of each screen, below the help button.
The Customer Data Report has two new fields:
- inserted date resigned/terminated, the date of effect where the employee is no longer in Commonwealth employment
- inserted NWE, which is the normal weekly earnings of the employee
Payment Remittance Reports are now available. There are three new financial reports which relate to incapacity payments. These reports are only available to users with relevant access. To gain access to these reports, complete the CIS access request form (available on this page) selecting Financial Reports and return to Comcare at the fax number on the form.
When reporting on agency groups, the names of the agencies in the group will be listed, not just the group name.
A News button has been added which links back to the CIS page of the Comcare web site. This page will list all changes made to the CIS.