Compensation manual letters and Online Advice (OLA) 117-04030020

• Create a manual letter for a compensation case, go to Step 2
• Add a biller code to a letter, go to Step 5
• View or print a letter, see Viewing or reissuing a letter or electronic message
• Print a letter locally, see Changing settings to print a letter or electronic message on a local printer
• Cancel or delete unwanted letters, go to Step 10

If an Operational Blueprint says to send a manual letter, check if the procedure includes the letter code to use.

Is the letter code known?

• Yes, go to Step 4
• No, go to Step 3

• Key START into the Super Key
• Select the Manual Letters workflow from the Task Selector, then select Start
• Complete the Benefit type field
• Select Search codes and complete these fields:
• Letter code: to search for the letter using the letter code. See Resources for a list of letter codes
• Description: to search for a range of letters using a search term
• Benefit: to search for a range of letters available for a benefit type
• Benefit system ID: to search for a range of letters available for a system ID
• Advice sent to: to search for the required letter recipient
• Select Search
• Select the correct letter code, then select Next

For help finding the right letter, contact Local Peer Support (LPS).

Go to Step 5.

• Key START into the Super Key
• Select the Manual Letters workflow from the Task Selector, then select Start
• Complete these fields:
• Benefit Type
• Letter Code
• Select Next

Go to Step 5.

The Manual letter edit screen displays the following:

• Rules:
• complete these to finalise the letter
• fill in the blank fields based on the customer's circumstances
• Variables:
• complete this extra customer information
• confirm the Variables are correct and complete the fields
• a preview of the letter to check the letter content is correct

Note: if needing to finish any Rules or Variables later, save the letter as a Draft.

To add a biller code to a letter:

• The BPAY biller code is 18443
• The Payment Reference Number consists of 11 digits
• The first 9 digits are the Customer Reference Number (CRN) and the final 2 digits are a numerical conversion of the customer's CRN alpha check digit
• The alpha check digits are converted as:
• A - 10
• B - 09
• C - 08
• H - 07
• J - 06
• K - 05
• L - 04
• S - 03
• T - 02
• V - 01
• X - 00

For example, the Payment Reference Number for CRN: 123 456 7879x would be 12345678900.

When all Rules and Variables are complete, or if saving the letter as a Draft to complete later:

• Select Next
• Select OK

The Manual letter completion screen displays.

Review the fields:

• Description: letter code and description
• History ID: letter identification (ID) number
• Select either:
• Print letter, go to Step 7
• Delete letter, procedure ends here
• Next, to exit the Manual Letters workflow. The letter will save as a Draft. To return to the letter, go to the History Summary (HS) screen and select the Generated letter. Procedure ends here until the Generated letter can be finalised

When selecting Print letter, if the Rules and Variables are:

• not complete:
• the letter will not print
• an error message will display
• select Cancel then select Previous to go back to the Manual letter edit screen to complete the letter
• complete:
• the Print Letter (LP) screen displays

In the Destination field, select one of the following print types:

• Print centrally (Final)
• Print locally (Final)
• Print locally (Copy)
• Print locally (Draft). The letter will print locally with the DRAFT watermark. Note: if the Service Officer wants to email a draft version of the letter to themselves, they key ‘emailme’ in the Draft field
• Print centrally (Copy)

Printer selection shows the printer destination:

• This pre-populates from the User Profile (UP) screen
• Staff can change their User Profile. They do not need to do this if selecting 'Print centrally'. See Changing settings to print a letter or electronic message on a local printer

If the Service Officer wants to:

• email or print a draft version, go to Step 8
• print and send the letter, go to Step 9
• cancel unwanted letters and activities, go to Step 10

For the Service Officer to:

• email a draft copy to themselves:
• go to the HS screen
• select Print locally (Copy) from the Destination drop down menu
• key ‘emailme’ in the Copy field, select Print
• the message 'Letter has been queued for Printing' displays. Select Close. A draft copy of the letter sends to the staff member's email address in PDF format
• print a draft copy:
• go to the HS screen
• select the Edit letter hyperlink
• the manual letter selection screen displays, select Next
• the letter will print locally with the DRAFT watermark

Review the draft letter (email or printed draft). If the letter content:

• is correct, print and send the letter. Go to Step 9
• is not correct, update the Rules and Variables to fix the content. To do this, go to Step 5

• Select Print
• A message displays confirming the letter is queued for printing
• Select Next to exit the Manual Letters workflow
• If the customer has a correspondence nominee, send the same letter to the correspondence nominee

To cancel unwanted letters and activities, go to Step 10.

Otherwise, procedure ends here.

If staff searching for the correct letter code access a letter they do not need, the system may:

• create a shell letter with a status of Generated on the HS screen
• start an advice activity on the Activity List (AL) screen

To delete a letter:

• Go to the HS screen to see a list of letters on the customer's record
• Generated letters can be deleted
• Select Change status
• Action: select Delete Letter
• Select Save
• The system displays confirmation the letter is deleted
• Select Close

Procedure ends here.

• Create an OLA for a compensation case, go to Step 2
• Add a biller code to a letter, go to Step 6
• View an existing OLA and associated activity, see Table 3 > Item 2
• Code a letter as 'Not Sent', see Table 3 > Item 3
• Print a letter locally, see Table 3 > Item 4
• Print a letter centrally, see Table 3 > Item 5
• Cancel or delete unwanted letters, see Table 3 > Item 6

If the compensation letter code is known:

• Key 'OASR' in the Nxt field and press [Enter]. Go to Step 4

If the compensation letter code is not known:

• Key 'TF' (text field) in the Nxt field and select [Continue]

To view the full list of compensation letters, either:

• go to the Letter List (LL) screen:
• key 'S' in the CMM: field, under the heading Benefit System Id
• select [Continue]
• see the list of letter codes on the Resources page

• Key 'S' in the CMM field 'Benefit System Id'
• Key 'S' in the appropriate field 'Advice Sent To'
• Select [Continue]

The Text List (TL) screen will display:

• 'S'elect the required letter from the list of letter options displayed
• Select [Continue]

• Code the Service Reason field (a list of valid codes displays)
• Advice Letter Code field will default if the letter was selected at the previous step, otherwise key in the code for the required letter
• Select [Continue]

• In the Command field:
• Key 'OPT' and select [Continue] to display the variable letter options, or
• Key 'DATA' and select [Continue] to display the letter text
• Complete all the text variables and/or the free text fields
• Type 'FIN' (for Finalise) in the Command field
• Select [Continue]

The system will prompt if any required fields are not complete, make any corrections/amendments.

Is biller code required?

• Yes, go to Step 6
• No, see Table 3 > Item 1

• The BPAY biller code is 18443
• The Payment Reference Number consists of 11 digits
• The first 9 digits are the Customer Reference Number (CRN) and the final 2 digits are a numerical conversion of the customer's CRN alpha check digit
• The alpha check digits are converted as:
• A - 10
• B - 09
• C - 08
• H - 07
• J - 06
• K - 05
• L - 04
• S - 03
• T - 02
• V - 01
• X - 00

For example, the Payment Reference Number for CRN: 123 456 7879x would be 12345678900.

• Make sure the letter has a status of 'PQ' (queued to print), or 'PR' (printed)
• To print locally, see Item 4
• If the status is 'GE' (generated) the letter will not be printed
• 'S'elect the letter and make sure:
• all options are complete
• printer ID is correct

Procedure ends here.

To view the letter only

• Select the required letter
• Select [Continue]
• The letter will display on the LDT screen

To view the letter and associated activities:

• Key 'I' next to the required letter and press [Enter]
• The letter and associated activities display on the History Information (HI) screen
• Exit the screen by:
• pressing F16 (Shift+F4), or
• keying a screen identifier in the Nxt field and pressing [Enter]
• If the letter is archived, see Customer Archive Retrieval (CAR)

Procedure ends here

Open the History Summary (HS) screen:

• Key 'N' next to the letter that is not to issue
• The status line on the HS screen will show 'NS' - Letter marked as Not Sent

Procedure ends here.

• Key 'L' next to the generated letter, select [Continue]
• The Print Letter (LPA) screen will show
• Key 'Y' in the Print field
• Make sure printer details are correct
• Select [Continue]
• Check the HS screen to confirm the letter has a status of 'PQ' (queued to print) or a status of 'PR' (printed)

Procedure ends here.

Compensation OLA letters can print centrally. See the Resources page for a list of letters.

Key 'Final' in the Command field. The letter will default to print centrally.

Procedure ends here.

When a letter shell is created with a status of GE (generated) on the HS screen an advice activity may also be started on the AL screen.

When the correct letter is produced or finalised:

• 'D'elete any unwanted advices from the HS screen and select [Continue]
• 'C'ancel any unwanted activities which may be on the AL screen and select [Continue]
• Record any relevant details and action taken on a DOC