Using ADEX to explain a system generated debt 107-03020020

ADEX Debt Explanation can be accessed via Customer First and Customer Record.

In Customer First, go to either:

• Customer First Workspace:
• select Debt Information > on the Debt information overview tab, select the relevant Debt ID. On the Debt information details tab > below Debt calculators, select ADEX (Debt Explanation tool), or
• the Debt List (OPDL) screen:
• select the desired debt > Expln button > Stop sign (right side of screen). Copy the URL address and paste it into a Microsoft Edge browser address bar

In Customer Record:

• go to the Debt List (OPDL) screen
• key W next to the line of the debt
• copy the URL address and paste it into a Microsoft Edge browser address bar
• for a Quarantined debt:
• select the Quarantined debt from the Debt List for Parked Debts (OPDLP) screen > [Enter]
• in the Nxt field, go to the Modify/Assess Debt (OPMA) screen, key OPMA > [Enter]
• note the Source Activity ID (AMR) within the debt activity
• locate the AMR that caused the debt in the Event Summary (ES) screen. For archived AMRs, go to the Archive and Culling Engine (ACE) to retrieve the AMR and send to ISIS. Key ‘S’ next to the AMR > [Enter]
• go to the Assessment Results (AR) screen, key ‘W’ next to the negative adjustment > [Enter]
• copy the URL address and paste it into a Microsoft Edge browser address bar

Accessing ADEX for an employment income related debt activity:

• key W next to the line of the debt on the Debt List (OPDL) screen
• select the activity that caused the adjustment in Event Summary (ES) screen, navigate to the Assessment Results (AR) screen and key 'W' next to the adjustment amount
• once ADEX is accessed:
• select the earnings link in ADEX to open the earnings module when employment income is involved with the debt
• select Get ADEX Data in the ADEX Scheduler
• the ADEX Scheduler will be pre-set to use ADEX Dates. If required, select Using ADEX Dates to change it to Using Debt Dates
• select Get EAN Data if employment income is involved. Load employment income if needed from the Actual Earnings Details (EAAD) screen
• when in the AR screen for a provisional activity (for example, not finalised), key W next to the adjustment amount
• the results can then be viewed, printed or copied
• check the results carefully, especially if the overpaid amount reflects the ADEX adjustments
• if 2 or more ADEX debt calculations have been amalgamated and raised as one debt, print and scan the amalgamated ADEX debt scheduler to the customer record and DOCument it. See Scanning Centrelink documents using an MFD

A blue M indicates a payment has been manually zeroed and not released.

Make sure the debt amount is correct by:

• checking for any penalty deducted
• using another debt calculator

Note: due to system limitations, if a customer is entitled to less than $1.00 of a payment component (for example, CES/PHA) the system rounds up and pays exactly $1.00. This displays on the Payment Summary (PS) screen. ADEX however, displays the exact amount of their entitlement, for example $0.44.
When raising debts, it is important for staff to establish what the customer was actually paid and actually received, as in these circumstances, it may be different to ADEX.

ADEX Debt Explanation can only be accessed via the student’s record.

In Customer First or Customer Record:

• go to the Debt List (OPTD) screen
• key W next to the line of the debt
• copy the URL address and paste it into a Microsoft Edge browser address bar

The ADEX result may differ to the debt amount shown in DMIS. The difference is because the ADEX calculates to 4 decimal points, while DMIS calculates to 2 decimal points.

ADEX is the preferred debt calculation method and must be used when it:

• is available, and
• has accurately displayed the change of entitlement for the customer

See Step 4 to adjust the Component Amount (OPCA) screen if required.

Only use DMIS if all the following are met:

• ADEX is unavailable or inaccurate
• the amount received is not more than the amount the customer received as per the PS screen
• the OPCA screen is adjusted to match the total for each component
• the amount used in all steps of raising the overpayment is consistent across all areas of the debt. This includes the:
• information on the DOC
• letter to the customer, and
• Modify/Assess Debt (OPMA) screen

Note: the OPCA screen may not require adjustment if the difference between ADEX and DMIS is less than 5 cents. The script will go back to the OPCA screen before finalisation if an adjustment is required.

The reason for using DMIS must be included on the DOC.

The OPCA screen breaks down a debt by financial years and payment components. The total of the component amounts must equal the total debt amount on the OPCA screen.

If the difference between ADEX and DMIS is more than 5 cents, the script will go back to the OPCA screen before finalisation for correction.

Note: when selecting a component to apply the adjustment to, make sure the adjustment does not result in the total amount of the debt attributed to that component, exceeding the total amount of the component actually paid to the customer in the relevant financial year.

Adjust the components on the OPCA screen to match the ADEX total for the same component (to 2 decimal places). For guidance, see Table 2 in Actioning an undetermined debt on the Debt Management and Information System (DMIS).

For example:

• the Debt Total Amount on ADEX is $100:
• Basic $90.00, plus
• Rent Assistance $10.00, and
• the total of all Component Types on the OPCA screen is $99.94:
• Basic $89.97, plus
• Rent Assistance $9.97
• adjust the:
• Basic Component line by 3 cents, increasing the amount to $90.00, and
• Rent Assistance Component line by 3 cents, increasing the amount to $10.00

Check Related Activities in ADEX to explain differences.

Note: if the related activity (AMR number) has been archived, the Activity and Related Explanations sections will not display complete information. In this event, retrieve the activity (AMR) from Archiving and Culling Engine (ACE).

The Related Activities function alerts users if:

• any activity on the system has produced an 'adjustment amount' on the Assessment Results (AR) screen, and
• these are for the same periods covered by the debt for which ADEX is now being run

Record a DOC if:

• a related activity results in a raised amount different from the calculated estimated ADEX figure, and
• is accepted as the debt outcome

See the Resources page for examples.

There are limitations to which debts can be calculated in the Centrelink system. See the Training and Support page for further details.

If ADEX has not calculated a debt correctly due to system limitations, consider using the MultiCal debt calculator.

Do not use another method of debt calculation if the Centrelink system can be used.

Key:

• manual debt calculations on the customer's record and any information on the partner's record
• employment income on the Employment Income Summary (EANS) screen

This is required to:

• meet Australian Privacy Principles (APP)
• prevent new reviews of employment income for that period
• make sure Working Credit balances are correct
• identify if any ripple effects of the assessment that were not accounted for in the manual debt calculation, and
• make it easier to identify why the debt was raised, even if the system estimate amount was not used

Exceptions

Exceptions are rare.

Employment income can be removed from the EANS screen if the Assessment Results (AR) screen shows an undesirable impact to the customer's ongoing assessment.

Record the reasons why the employment income assessment was not completed on a DOC.

If the amount in the debt shell is incorrect and differs from the manual calculation, key the manual amounts and dates into the debt shell.

This creates inconsistency between the entitlement history and the debt; however, the employment income would still be incorrect if it were not assessed on the customer record.

Seek assistance from technical support staff or Quality Development Officers.

For more details, see the Training and Support page.

Report suspected system faults to mySupport.