Compensation Recovery Team (CRT) reviews 117-01020020

This activity is created every 21 days when a preliminary notice has not been issued.

A preliminary notice is not to be sent:

• without the correct compensation payer claim number
• to the defendant solicitor
• where periodic payments are ongoing
• to an overseas compensation payer, or
• when the compensation recipient or their partner is not receiving a CAP

See Resources for when to send or not to send the preliminary notice.

The activity will auto complete once the notice has been issued.

See Actioning a compensation clearance for more details.

This activity will produce every 12 months once a preliminary notice has been issued.

• The compensation payer can be contacted to:
• review the progress of the claim
• update the record as required
• This activity can be cancelled when no further action is required

See Manual compensation finalisations for more details.

Unrecovered charge (CMM/UNR) activities are produced when a charge has been outstanding for 35 days.

See Locating and actioning compensation charge activities outstanding for 35 days (UNR) for more details.

Unrecovered charge (CMM/AGS) activities are produced when a charge has been outstanding for 56 days.

See Locating and recovering unpaid compensation charge activities for more details.

See Processing Manual Follow-up (MFU) tax activities for compensation debts for more processing information.

The Compensation Management System (CMS) will generate a NSS, PEN, PGA clear to pay activity, and send to the customers processing service centre.

This activity is information for Service Officers in a service centre to action.

Registered NSS, PEN, PGA/CLE activities are produced to tell the Service Officer that a compensation clearance has been given for the customer and/or their partner.

Cancel the activity and proceed with any outstanding new claim (NCL).

This action is for service delivery staff.

When a compensation lump sum is recorded and the compensation recipient and/or their partner is in receipt of a compensation affected payment (CAP), the Compensation Management System (CMS) generates a reassessment (REA) manual follow up (MFU) activity. The REA activity contains:

• Keywords – COMPO and LUMPSUM
• Activity notes – ‘Gross compensation settlement of $ ###### on dd/mm/yyyy. Review net amount received for assets and investment income’

The activity is automatically created for service delivery staff to action after the completion of the lump sum settlement six weeks after the settlement date.

Service delivery staff must:

• contact the compensation recipient and/or their partner to obtain the net amount and investment details. See Requesting information (CLK)
• update the record with how the funds have been invested, see Coding income and assets for Centrelink payments and services

This activity is created when:

• a periodic charge has been fully recovered, or
• periodic compensation payments have ended

CRT staff must check the record to decide whether to issue a preliminary notice and/or finalise a claim when:

• periodic charge has been repaid in full, or
• ongoing periodic compensation has ended

If periodic compensation is ongoing and has been recorded on the Periodic Payment Details screen:

• a preliminary notice cannot be issued and
• the claim cannot be finalised until it ends
• complete/cancel the MFU activity without further action

If a periodic charge has been repaid in full or ongoing periodic compensation has ended, staff must first check whether a Preliminary Notice has previously been issued for that claim. This is because once a Preliminary Notice is issued it remains in force for the life of that claim. Staff must complete checks within CMS and other systems (for example OLA, ACE) to ensure a Preliminary Notice has not been previously issued.

Has a Preliminary Notice already been issued for the claim?

Yes,

• a preliminary notice must not be issued
• complete/cancel the MFU activity without further action
• record the outcome in a DOC
• procedure ends here

No,

• a Preliminary Notice must be issued:
• Select Clearance Details for the related claim
• Issue Preliminary Notice – Advice issued automatically
• Select Yes in the Finished field
• Key source and receipt date
• Select Continue
• Once the Preliminary Notice has been issued:
• complete/cancel the MFU activity
• record the outcome in a DOC
• CRT staff must finalise the claim in CMS. See Finalisation of compensation claims (CLK) for more details

This activity auto completes except for a failed auto finalisation.

Check if finalisation is still required and if so:

• complete the Finalisation screen, or
• cancel the activity

No action taken by the compensation recipient in 28 days.

NRA review will complete.

See Actioning a compensation clearance for more details.

Future Preclusion (FP) activities were created as part of a budget initiative which ceased in 2016. Due to a system limitation, these activities are still automatically created. Staff must not action these activities as they may result in incorrect letters being issued to customers.

When these activities remain outstanding on the customer’s AL screen, they may prevent completion of other actions on the customer’s record (for example, death action processing).

If staff are required to clear these activities from a customer record, they must not be actioned by completing the future preclusion workflow. Staff must:

• Review the record to make sure the FP activity is outstanding and preventing further action on the record
• Refer the record to the Compensation System and Uplift team via the Compensation Incident or IT Issue Reporting Form
• Record a DOC on the record with details of the actions taken

The Compensation System and Uplift team will advise once the activity has been removed from the record.