Viewing and updating Interest Charge (IC) via Financial Customer Care in Customer First 107-02030030

• select Debt List (located under Financial Customer Care in Customer First)
• select the value in the Interest Charge column to go to the Debt Interest History screen

Where the customer has 6 or more debts paid in full, view current debts by:

• opening the Interest Charge drop down list
• select ‘sort descending’ or
• select the ‘Forward’ link at the bottom of the debt list

If the customer wants to know the current amount of interest they are required to pay:

• select Debt List
• select Update Interest to request an update to the current interest values. This will recalculate and show the amount of interest up to the previous day.

Note: For debts migrated to the Public Sector Collections and Disbursement (PSCD), select Debt Status value located under Migrated Debts to display the Customer Documents screen.

Apply a manual exemption (exclusion) where the customer:

• did not receive their initial Interest Charge letter and can provide evidence that they moved to another address before the letter was issued, or
• has a reasonable excuse for failing to:
• enter into an arrangement, or
• make a payment

IC exclusions are added at the individual debt level.

Access the Exclusions screen from the Debt Interest History screen. Select the Exclusions link to see the Interest Exclusion Periods page.

The New, Delete and Save options are available for users with delegation.

To add an IC manual exclusion:

• go to Debt List in Customer First
• select the Update interest icon ensuring 'to date interest accrued' is listed on the debt/s
• select the Interest Total amount hyperlink
• select the Exclusions icon
• select New on the Interest Exclusion Periods page
• enter the dates for the interest to be excluded
• select Save

Written off debts will display at the end of the Debt List.

Multiple coding may be required, for example, debts under bankruptcy.