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Compensation letters 117-04030000

This document outlines procedures on how to create, view, manage and print letters on the Compensation Management System (CMS).

On this page:

Compensation recovery letter production

Sending compensation recovery letters

Using CBOS to send letters

Compensation recovery letter production

Table 1

Item	Description
1	Batch Laser Advices (BLAs) BLA letters are triggered automatically as a result of: an 'Advice issued automatically' being keyed, or completing letter issue fields in the compensation screens BLAs: are generated and auto-sent after end of day processing and activities are completed on the customer’s record recent letters appear on the History Summary (HS) screen See Compensation Batch Lasers Advice (BLA) letters for a list of letter codes and their descriptions.
2	Manual letters Manual letters: staff generate these letters contain a template of standard text which varies according to the type of letter being created appear on the History Summary (HS) screen immediately See Compensation manual letters and Online Advice (OLA) for a list of letter codes and their description.

Sending compensation recovery letters

Table 2

Method	Action
CBOS (Centrelink Business Online Services)	Third party registered for CBOS If a third party is registered for CBOS, compensation staff must send all letters using this service. See Table 3 for CBOS instructions.
Fax	Third party has provided fax number If a third party has provided a fax number and is not registered for CBOS, compensation staff must fax all letters in the same transaction. Do not send faxes separately as this may delay recovery of compensation charges. Include all fax transmission details in the DOC. See Faxing letters using Outlook.
Mail	To send letters by mail If a third party is not registered for CBOS and/or does not have a fax number, send all letters by surface mail. Send all letters to customers by surface mail, either printed centrally or locally.

Using CBOS to send letters

Table 3

Step	Action
1	Before launching CBOS Follow the instructions in Faxing letters using Outlook (Process Step 4) to obtain a copy of the relevant letter in an email Save the letter as a PDF file. For security purposes, use the solicitor/compensation payer reference number (if known) and the contact person’s name as the file title. For example: SQ12345_Shine_Smith
2	Launch CBOS The CBOS Launchpad can be found at Home - Human Services Workspace. On Workspace tab, under the blue ribbon heading of My Tools Choose the Select Tool drop down box Scroll down to find and select, Organisation Online Mail, or Type Or and it will retrieve Organisation Online Mail Select Go to the right of the Select Tool box Select the Compensation Exchange link to open the Compensation Exchange inbox
3	Uploading the document Select Compose New Enter the Organisation CRN – this can be found on the Compensation Payer Master List in the ‘CBOS ORG CRN’ column Select Search Organisation Search Results will display - check the correct the organisation is displayed Select the Acknowledgment check box to confirm the correct organisation has been selected Select the Choose File button and upload the relevant letter file Select Submit File – note the time sent
4	Confirm file has been sent Select the Sent tab Retrieve the CBOS reference ID for the sent document Make sure the CBOS reference ID, date and time sent is recorded in a DOC Note: when a Service Officer opens a document, their details are recorded against the document. This will be visible to Authorised Third Party Organisation (TPO) representatives. The Service Officer can also view the TPO representative details when they have viewed the document. Once the letter has been sent by CBOS, make sure the saved PDF file is deleted.