Medicare Error Code 9602 | Services Australia

Error Code 9602 is a specific rejection code used by Medicare Australia (Services Australia). If you are receiving this error, it means the claim cannot be processed electronically through your current software or channel.

Here is the breakdown of what it means, why it happens, and how to fix it.

The Error Message

Code: 9602 Message: “This claim cannot be lodged through this channel. Please submit the claim via an alternative Medicare claiming channel.”

Common Causes

This error is usually a “catch-all” rejection when Medicare’s system blocks the digital transmission for one of the following reasons:

1. Stop Flag on Patient’s Account: Medicare may have placed a “stop” flag on the patient’s file (often due to updated details, lost cards, or an investigation), preventing electronic claims.

2. Service Limit Exceeded: The patient may have exceeded the maximum number of services for that specific item (e.g., they have already used up their 5 Allied Health referrals for the year).

3. Claim is Too Old: The Date of Service is more than 6 months ago. Most practice management software (like Genie, Best Practice, or Halaxy) cannot transmit claims older than 6 months or 2 years depending on the specific channel.

4. Provider/Referral Mismatch: The provider number or referral details entered do not exactly match what Medicare has on file.

5. Bank Details Missing: The patient (claimant) does not have valid bank details registered with Medicare to receive the rebate.

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How to Fix It

Option 1: The “Manual” Fix (Fastest Resolution)

Since the error explicitly says the claim cannot be lodged through this channel, the standard solution is to have the patient claim it themselves.

1. Print the Invoice/Receipt: Ensure it shows the provider number, item codes, and “Paid” status (if applicable).

2. Give it to the Patient: Instruct them to claim the rebate using the Medicare Express Plus App on their phone or by visiting a service centre. This usually bypasses the specific electronic block your software is hitting.

Option 2: Troubleshooting for the Practice

If you need to fix this for future claims:

• Check Patient Details: Verify the spelling of the name, Medicare card number, and IRN (the number next to the name) exactly matches their card.

• Check Date of Service: If the service was more than 6 months ago, you cannot bulk bill or claim via patient claim transmission. You must issue a receipt for manual claiming.

• Check Provider Specialty: In some software (like Genie), this error triggers if the provider’s “Specialty” is not set correctly (e.g., set to “Other” instead of “General Practitioner”).