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Locating and recovering unpaid compensation charge activities 117-04010020



No further referrals are to be made to the Australian Government Solicitor (AGS).

For Compensation Recovery Teams only.

This document outlines the process for monitoring and pursuing recovery of outstanding social security charges and if unsuccessful, referring charges to legal service providers for legal recovery action.

Recovery of outstanding charges from a liable compensation payer

Step

Action

1

Before contacting the compensation payer + Read more ...

The CRT should check if the:

  • refund has been allocated incorrectly on the OPDL screen (customer and partner)
  • Preliminary or Recovery Notice was sent to the correct address before funds released to the claimant

Information can be found in:

  • Archiving and Culling Engine (ACE) or
  • Customer Archive Retrieval (CAR)

Go to Step 2

2

Contact the compensation payer + Read more ...

Has the refund been sent?

3

Refund has not been sent + Read more ...

Resolve the reasons why the refund has not been made with the:

  • claims officer
  • technical specialist
  • team leader
  • manager and/or
  • State Regulator

Advise the compensation payer:

  • a second recovery notice has been issued and
  • if the refund is not received in 14 days the matter may be referred for legal action

Place the activity on hold for one month

Go to Step 4

4

Has the refund been paid? + Read more ...

5

Is the debt to be referred for Legal Action? + Read more ...

  • Yes:
    • Create a Compensation Display on Access (DoA) DOC with a heading ‘Compensation Recovery UCC’
    • Add an expiry date of 5 years
    • Complete a Compensation Legal Referral Form and refer for the delegate to the APS6
    • APS6 to refer cases to EL1 for approval to Legal Service Provider
    • The legal service provider will decide if Services Australia starts legal action to recover debts
  • No, retain in the 'Unpaid charge report for future recovery action.' Procedure ends here

6

Refund has been sent by compensation payer + Read more ...

  • Obtain the details of the refund from the compensation payer. Contact the collector of public monies to establish why the refund has not been recorded
  • Once the refund has been correctly recorded, cancel the CMM/AGS activity
  • Check the Future Activity List (FAL) screen to check when the next CMM/CLR activity is due
  • Finalise the activity and record the details on the compensation Display on Access (DOA) DOC

Procedure ends here.

7

Payment was sent by cheque + Read more ...

Obtain the following information:

  • the date the refund was sent
  • the cheque details (including cheque number)
  • the cheque amount
  • the date the cheque was presented
  • the address the cheque was sent to
    • if the address is incorrect request cheque cancellation & reissue (preferably by EFT)

Contact the collector of public monies to establish why the refund has not been recorded.

Procedure ends here.

8

Payment was sent by Electronic Funds Transfer (EFT) + Read more ...

Obtain the following information:

  • the amount paid
  • the payment ID number
  • the date EFT payment presented
  • the BSB and account number

If not a Centrelink account, request immediate refund

Do not wait for the payer to retrieve the incorrect payment

Contact the collector of public monies to establish why the refund has not been recorded.