Sending Account Payable letters 107-04010030

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Letters

Services Australia has endorsed the letter or electronic message for use. It is the latest version. Do not use locally produced letters or electronic messages.

Manual Account Payable letter - Using arrears outside the overpayment period to offset the debt (Q417) letter

Deceased - Debt Adjustment FAO RE-RECO_non lodger (Q421) letter

DRC Advice of account to executor (Q080) letter

Free text on the Account Payable letter

Table 1

Item	Description
1	System generated text on the Account Payable letter The system generated text on the Account Payable (OPAOD) screen is mostly unprotected. This allows the user to give a more suitable reason for the debt, where appropriate. The debt reason is mandatory. Ensure it is keyed in the free text area on the OPAOD screen. Table 2 contains debt reasons, debt reason codes and examples of default text that the system will generate. When the system generates text, this message will show: 'Check that default text is appropriate' Press [Enter]. The message M5179 will show, 'Press Enter to confirm the Advice details' Check the system generated text and amend customer information and/or dates so it is correct. For example, the date populated in the system generated text for incarcerated customers will need to be changed from the debt DOV to the date the customer was incarcerated. A decision maker may consider the tone of the default text is not appropriate for a particular case. Staff must check that the default text is appropriate in the circumstances and apply the plain English principles when entering free text, see Step 2. If the default text is correct and considered appropriate, do not alter. See Table 3 for examples on how to apply plain English principles.
2	Plain English principles for keying free text on the Account Payable letter Add a few lines of text to <DEBT REASON> explaining why the debt occurred. Note: the debt period is now auto-populated under Details of your debt with us. Do not add the debt period in the free text field. Use simple empathetic language. When adding the reason for the debt, apply these principles: do not use accusatory language. For example, 'You failed to' use plain English. This means: keeping the content simple only include relevant information keep sentences short, be concise use words with no more than 2 syllables (where possible) do not use jargon or acronyms write in a friendly but professional manner check spelling and grammar capitalise letters only where required (for example, Reserve Bank of Australia) Note: the system generated text is a basis for the letter. Staff must add the relevant customer information, such as the name of the employer or the period of employment. Where the system generated text is determined to be sufficient, do not alter the text.
3	Text abbreviation for date format The date format to use in the Account Payable letter is DD Month YYYY. Correct the abbreviation to display the name of the month in full. For example, use ‘January’ instead of ‘Jan’.

Endorsed plain English text for the Account Payable letter Debt Reason field

Note: if no plain English text is available, use the Debt Action Script default text without the debt Start and End dates.

Debt reason - Income

Table 2

Debt reason	Description
Earnings Digital Intervention (combined)	Debt reason code: ECM Plain English text You were overpaid because an incorrect amount of you and your <ex partner's\|partner's> employment income from {SOURCE} and {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Earnings Digital Intervention (partner)	Debt reason code: EPM Plain English text You were overpaid because an incorrect amount of your <ex partner's\|partner's> employment income from {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Earnings Digital Intervention (self)	Debt reason code: ESM Plain English text You were overpaid because an incorrect amount of your employment income from {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Income Stream Auto Update Combined Manual	Debt reason code: IMC Plain English text You were overpaid because the correct amount of income from your and your partner's income stream(s) was not taken into account when your payment was worked out. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Income Stream Auto Update Partner Manual	Debt reason code: IMO Plain English text You were overpaid because the correct amount of income from your partner's income stream(s) was not taken into account when your payment was worked out. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Income Stream Auto Update Self Manual	Debt reason code: IMS Plain English text You were overpaid because the correct amount of income from your income stream(s) was not taken into account when your payment was worked out. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Income from Investments	Debt reason code: INP Debt Action Script default text This is because we use income from your partner’s investments to help us work out how much we can pay you. The correct amount of income from your investments is different to the amount we used to pay you for the period from {debtStartDate} to {debtEndDate}. Plain English text Financial investments (such as savings and shares) can affect your payment. The correct value of your partner’s investment income was not taken into account, and you were paid more than you were entitled to.
Income from Investments	Debt reason code: INV Debt Action Script default text Self This is because we use income from your investments to help us work out how much we can pay you. The correct amount of income from your investments is different to the amount we used to pay you for the period from {debtStartDate} to {debtEndDate}. Combined This is because we use income from your combined investments to help us work out how much we can pay you. The correct amount of income from your investments is different to the amount we used to pay you for the period from {debtStartDate} to {debtEndDate}. Plain English text Self Financial investments (such as savings and shares) can affect your payment. The correct value of your investment income was not taken into account, and you were paid more than you were entitled to. Combined Financial investments (such as savings and shares) can affect your payment. The correct value of you and your partner’s investment income was not taken into account, and you were paid more than you were entitled to.
Non Employment Income or Non Investments	Debt reason code: OIP Debt Action Script default text Real Estate This is because an incorrect amount of your partner’s income from real estate was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Self Employment This is because an incorrect amount of your partner’s income from self employment was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Other Income This is because an incorrect amount of your partner’s income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Real Estate, Self Employment, Other Income Income from sources other than employment can affect your payment. An incorrect amount of your partner's income from {SOURCE} was used to work out the payments made to you. This means you were paid more than you were entitled to.
Non Employment Income or Non Investments	Debt reason code: OIS Debt Action Script default text Self Real Estate This is because an incorrect amount of your income from real estate was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Self Employment This is because an incorrect amount of your income from self employment was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Other Income This is because an incorrect amount of your income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Combined Real Estate This is because an incorrect amount of your combined income from real estate was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Self Employment This is because an incorrect amount of your combined income from self employment was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Other Income This is because an incorrect amount of your combined income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Real Estate, Self Employment, Other Income Income from sources other than employment can affect your payment. An incorrect amount of your income from {SOURCE} was used to work out the payments made to you. This means you were paid more than you were entitled to. Combined Real Estate, Self Employment, Other Income Income from sources other than employment can affect your payment. An incorrect amount of your and your partner's income from {SOURCE} was used to work out the payments made to you. This means you were paid more than you were entitled to.
Review of Income and Circumstances (FHA only)	Debt reason code: RIC Plain English text You were overpaid because a review of your income and circumstances showed that the information used to work out your payment was incorrect. This resulted in your payment being assessed at a higher rate than you were entitled to.
Undeclared Cash earnings - customer/combined	Debt reason code: UCE Debt Action Script default text Self An incorrect amount of your employment income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Combined An incorrect amount of your partner's employment income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Self You were overpaid because an incorrect amount of your employment income from {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to. Combined You were overpaid because an incorrect amount of you and your partner's employment income from {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Undeclared Cash earnings - partner	Debt reason code: UCP Debt Action Script default text An incorrect amount of your partner's employment income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text You were overpaid because an incorrect amount of your <ex partner's\|partner's> employment income from {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Employment income was not reported/coded for the entitlement period (self)	Debt reason code: IES Debt Action Script default text Self/combined - one employer This is because an incorrect amount of employment income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Self/combined - Multiple employers This is because an incorrect amount of employment income from multiple employers was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Your employment income affects the rate of payment you are entitled to. An incorrect amount of income from {SOURCE} was used to work out the payments you received, which means these payments were incorrect.
Employment income not declared/coded	Debt reason code: IPN Debt Action Script default text This is because an incorrect amount of your partner’s employment income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Your partner’s employment income affects the rate of payment you are entitled to. An incorrect amount of your partner's income from {SOURCE} was used to work out the payments you received, which means these payments were incorrect.
Employment income reported/coded incorrectly, including $0 reported to stimulate payment (self)	Debt reason code: ISI Debt Action Script default text This is because an incorrect amount of employment income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Your employment income affects the rate of payment you are entitled to. An incorrect amount of income from {SOURCE} was used to work out the payments you received, which means these payments were incorrect.
Partner's employment income reported/coded incorrectly, including $0 reported to stimulate payment	Debt reason code: IEP Debt Action Script default text An incorrect amount of your partner's employment income from {SOURCE} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Your partner’s employment income affects the rate of payment you are entitled to. An incorrect amount of your partner's income from {SOURCE} was used to work out the payments you received, which means these payments were incorrect.
Partner incorrect earnings - manual	Debt reason code: IPM Plain English text You were overpaid because an incorrect amount of your <ex partner's\|partner's>employment income from {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Own incorrect earnings - manual	Debt reason code: ISM Plain English text You were overpaid because an incorrect amount of your employment income from {SOURCE} was used to work out your payments. This means you were assessed using the wrong income, and you were paid more than you were entitled to.
Parental income	Debt reason code: PAI Debt Action Script default text Your {BENEFIT TYPE} has been based on your parental income, which is higher than the previously disclosed amount. Plain English text We use your parent(s) or guardian(s) income to work out how much we pay you. Their income is higher than the amount we used to pay you.
Income: Families Actual Means Test	Debt reason code: AMT Plain English text You were overpaid because the Family Actual Means Test was not correctly applied when your payment was worked out. This means your parental income was assessed incorrectly, and you were paid more than you were entitled to.
Income: Dad and Partner Pay	Debt reason code: IDP Plain English text You were overpaid because you received Dad and Partner Pay for a period you also received {BENEFIT TYPE}. Dad and Partner Pay was not taken into account when your payment was worked out. This means you were assessed using the wrong income and you were paid more than you were entitled to.
Income: Parental Leave Pay	Debt reason code: IPL Plain English Text You were overpaid because you received Parental Leave Pay for a period you also received {BENEFIT TYPE}. Parental Leave Pay was not taken into account when your payment was worked out. This means you were assessed using the wrong income and you were paid more than you were entitled to.
Income from overseas pension	Debt reason code: OSP Debt Action Script default text Self An incorrect amount of your overseas pension from {COUNTRY} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Partner An incorrect amount of your partner's overseas pension from {COUNTRY} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Combined An incorrect amount of your combined overseas pension from {COUNTRY} was used to work out the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Self We use your income to work out how much we pay you. This includes any pension you receive from outside Australia. The amount of foreign pension you received from {COUNTRY} has been updated, changing the income amount used to work out your Australian payment. Partner We use your partner's income to work out how much we pay you. This includes any pension your partner received from outside Australia. The amount of foreign pension received from {COUNTRY} has been updated, changing the income amount used to work out your Australian payment. Combined We use your and your partner's income to work out how much we pay you. This includes any pension received from outside Australia. The amount of foreign pension received from {COUNTRY} has been updated, changing the income amount used to work out your Australian payment.
Lump sum arrears of overseas pension	Debt reason code: CFP Debt Action Script default text Self When your pension from {COUNTRY} was granted it included arrears payments. These payments have now been taken into account in the Australian pension payments made to you. This means you have been overpaid {$AMOUNT}. We are required to recover this amount. Partner When your partner's pension from {COUNTRY} was granted it included arrears payments. These payments have now been taken into account in the Australian pension payments made to you. This means you have been overpaid {$AMOUNT}. We are required to recover this amount. Plain English text Self We use your income to work out how much we pay you. This includes any pension you receive from outside Australia. You received a back-payment of foreign pension from {COUNTRY}, changing the income amount used to work out your Australian payment. Partner We use your and your partner's income to work out how much we pay you. This includes any pension you receive from outside Australia. You received a back-payment of foreign pension from {COUNTRY}, changing the income amount used to work out your Australian payment. Combined We use your and your partner’s income to work out how much we pay you. This includes any pension from outside Australia. You and your partner received a back-payment of foreign pension from {COUNTRY}, changing the income amount used to work out your Australian payment.
Income: taxable income amended by ATO	Debt reason code: FAA Plain English text You have been overpaid because your taxable income was amended by the Australian Taxation Office for the XXXX-XX financial year. This change affected how your payment should have been assessed for that year, and means you were paid more than you were entitled to.
Income: incorrect estimate	Debt reason code: FPE Plain English text You have been overpaid because the income you estimated was lower than your actual income. This meant you were paid more than you were entitled to.
Income: failed to notify taxable income	Debt reason code: FPN Plain English text You have been overpaid because the correct amount of your taxable income was not taken into account when your payment was worked out. This resulted in your payment being assessed at a higher rate than you were entitled to.
Update of Business Details Manual (self)	Debt reason code: BSM Plain English text You were overpaid because the financial details of your business {Business Name} were not correctly taken into account when working out your payments. This means you were assessed using the wrong information, and you were paid more than you were entitled to.
Update of Financial Investments Manual (self)	Debt reason code: FSM Plain English text You were overpaid because the correct value of your financial investments was not taken into account when your payment was worked out. This means your payment was assessed using incorrect information and you were paid more than you were entitled to.
Low Business Income	Debt reason code: LBE Plain English text You were overpaid because your actual business income was higher than the amount you estimated. Your payment was worked out using the lower estimated amount, resulting in an overpayment once the correct actual amount was applied.

Debt reason - Studies

Table 3

Debt reason	Description
Insufficient workload	Debt reason code: AUN Debt Action Script default text This is because you did not maintain a full-time study load. You were no longer eligible to get this payment. You will need to pay the money back you received from {debtStartDate} to {debtEndDate}. No plain English text
Education entry payment	Debt reason code: EEP Debt Action Script default text On {DATE} you received an Education Entry Payment. However as you did not commence studies you were not entitled to this payment. As a result you have been overpaid {$AMOUNT}. We are, therefore, required to recover this amount. Plain English text Customer has not paid for the course - s1224B On {DATE} you received an Education Entry Payment you were not entitled to. This is because you did not pay your course enrolment fees within the same calendar year this payment was made. Qualifying payment - s1223(1) On {DATE} you received an Education Entry Payment that you were not entitled to, because you were no longer receiving a qualifying payment. Study related - s1223(1) On {DATE} you received an Education Entry Payment that you were not entitled to, because you were not enrolled in or had not commenced in an approved course of study.
Failed to start studies/course	Debt reason code: FCS Debt Action Script default text As a condition of receiving {BENEFIT TYPE} you were required to commence studies. As you did not commence studies on {DATE} you were not entitled to payment for the period {debtStartDate} to {debtEndDate}. As a result you have been overpaid {$AMOUNT}. We are therefore required to recover this amount. Plain English text To receive {PAYMENT TYPE} you needed to be studying. You were incorrectly paid because you did not start study at {EDUCATION INSTITUTION NAME} on {DD Month YYYY}.
Not enrolled at institution	Debt reason code: UAI Debt Action Script default text To receive {BENEFIT} you were required to be enrolled at an educational institution. As you were not enrolled at {EDUCATIONAL INSTITUTION NAME} You were not entitled to payment from {debtStartDate}. As a result you have been overpaid {$AMOUNT}. We are therefore required to recover this amount. Plain English text To receive {PAYMENT TYPE} you needed to be studying. You were incorrectly paid because you were not enrolled at {EDUCATION INSTITUTION NAME} on {DD Month YYYY}.
Studies: unapproved course or institution	Debt reason code: UCI Plain English text You were overpaid {BENEFIT TYPE} because you were not enrolled in an approved course or with an approved education provider. This means your payment has been cancelled and you were not eligible for the payments you received. We are required to recover this amount.
Commenced full-time studies	Debt reason code: CFS Debt Action Script default text As you commenced full time studies on {DATE} you were not entitled to receive {BENEFIT TYPE} from this date. As a result you have been overpaid {$AMOUNT}. We are, therefore, required to recover this amount. No plain English text
No longer undertaking full time study (Manual SLD)	Debt reason code: NSM Plain English text You were overpaid {BENEFIT TYPE} because you stopped studying full-time in an approved course. You were no longer eligible for payments from when you stopped full time study and we are required to recover this amount.
Studies: eligibility period/study change	Debt reason code: ESP Plain English text You were overpaid {BENEFIT TYPE} because your study details changed. Your {commencement date of study / period of study / course details} changed and you were no longer eligible for payments from the date of this change. We are required to recover this amount.
Discontinued study	Debt reason code: DIS Debt Action Script default text This is because you stopped studying on {DATE} and were no longer able to get this payment. You will need to pay the money back you received from {debtStartDate} to {debtEndDate}. For third party Due to the fact that {CHILD NAME} ceased studies on {DATE} you were/your institution was not entitled to {BENEFIT TYPE} from this date. This means you have been overpaid ${AMOUNT}. We are therefore required to recover this amount. Plain English text To receive {PAYMENT TYPE} you needed to be studying. You were not eligible for this payment because you stopped studying at {EDUCATION INSTITUTION NAME} on {DD Month YYYY}. For third party To receive {PAYMENT TYPE} your child needed to be studying. You were not eligible for this payment because they stopped studying at {EDUCATION INSTITUTION NAME} on {DD Month YYYY}.
Not entitled to Lang Lit. Num Supplement	Debt reason code: LLN Debt Action Script default text As you ceased your Language Literacy and Numeracy course on {DATE}, you were not entitled to the Language Literacy and Numeracy Supplement from this date. As a result you have been overpaid {$AMOUNT}. We are, therefore, required to recover this amount. No plain English text
Not Eligible for Payment	Debt reason code: NEP Plain English text Unacquitted Away from Base Advance Funds For Individuals We paid you in advance for the Away from Base activity at {AFB activity location} from {DD/MM/YYY - DD/MM/YYY} as part of the {level and course detail} course with {name of Education Institution}. You needed to provide proof of attendance by {DD Month YYYY} to receive your payment. This was not done and you were overpaid {$AMOUNT}. We need to recover this amount. For Education Providers You were paid in advance for the Away from Base {residential block/placement/field trip/testing and assessment} at {AFB activity location} from {DD/MM/YYY - DD/MM/YYY} as part of the {level and course detail} course. Evidence to support the advance funding was required by {DD Month YYYY}. This was not provided and we could not confirm the entitlement. You have been overpaid {$AMOUNT} and we need to recover this amount.

Debt reason - Dependent children / students

Table 4

Debt reason	Description
Left Care	Debt reason code: LOC Debt Action Script default text Due to the fact your child {CHILDNAME} left your care and control on {DATE} you have been overpaid {$AMOUNT} from {debtStartdate}. We are, therefore, required to recover this amount. Plain English text Due to {CHILD or DEPENDANT’S NAME/ CHILDREN’S NAMES} leaving your care on {DD Month YYYY}, you were not eligible for this payment.
Ceased Full Time Studies	Debt reason code: DCS Debt Action Script default text One Child Due to the fact your child {NAME} ceased full time study on {DATE} you have been overpaid {BENEFIT TYPE} of {$AMOUNT} from {DATE}. We are, therefore, required to recover this amount. Two or more children Due to the fact at least one of your children ceased full time study on {DATE} you have been overpaid {BENEFIT TYPE} of {$AMOUNT} from {DATE}. We are, therefore, required to recover this amount. Plain English text {CHILD was or DEPENDANT’S NAME/ CHILDREN’S NAMES were} not a dependent child for Centrelink purposes because they ceased full time study from {DD Month YYYY}.
Granted benefit/allowance	Debt reason code: DCS Debt Action Script default text One Child Due to the fact your child {NAME} was not a dependent child for Centrelink purposes on {DATE} you have been overpaid {BENEFIT TYPE} of {$AMOUNT} from {DATE}. We are, therefore, required to recover this amount. Two or more children Due to the fact at least one of your children was not a dependent child for Centrelink purposes on {DATE} you have been overpaid Youth Allowance of {$AMOUNT} from {DATE}. We are, therefore, required to recover this amount. Plain English text {CHILD was or DEPENDANT’S NAME/ CHILDREN’S NAMES were} not a dependent child for Centrelink purposes from {DD Month YYYY}.
Shared Care	Debt reason code: SPR Debt Action Script default text Shared Percent the same Due to the fact the shared care rate of {PercentageEntitledTo} for {CHILDNAME}, set out in the Court Order, was not taken into account you have been overpaid/in the Parenting Plan, was not taken into account you have been overpaid/in the Agreed Percentage, was not taken into account you have been overpaid {BENEFIT TYPE} of {$AMOUNT} from {debtStartDate}. We are, therefore, required to recover this amount." Shared Percent not the same "Due to the fact the shared care rate for {CHILDNAME}, set out in the Court Order, was not taken into account you have been overpaid/Parenting Plan, was not taken into account you have been overpaid/Agreed Percentage, was not taken into account you have been overpaid {BENEFIT TYPE} of {DEBT $AMOUNT} from {debtStartDate}. We are, therefore, required to recover this amount. Plain English text The payments made to you did not reflect your shared care arrangements for {CHILD or DEPENDANT’S NAME/ CHILDREN’S NAMES}.
Student income over limit	Debt reason code: IOL Debt Action Script default text Due to the fact your child {CHILDNAME} had income that, for a student was over the limit from {DATE} you have been overpaid {BENEFIT TYPE} from {debtStartDate}. We are, therefore, required to recover this amount No plain English text
No longer FTB child	Debt reason code: NFC Debt Action Script default text Ceased Full time study Due to the fact your child {CHILDNAME} ceased full time study on {DATE} you have been overpaid {BENEFIT TYPE} of {$AMOUNT} from {debtStartDate}. We are, therefore, required to recover this amount. Granted benefit for nondependent child Due to the fact your child {CHILDNAME} was not a dependent child for Centrelink purposes on {DATE} you have been overpaid {BENEFIT TYPE} of {$AMOUNT} from {debtStartDate}. We are, therefore, required to recover this amount. Granted benefit for nondependent child 3rd party debt Due to the fact your child {CHILDNAME} was not a dependent child for Centrelink purposes on {DATE} you have been overpaid {BENEFIT TYPE} of {$AMOUNT} from {debtStartDate}. We are, therefore, required to recover this amount. Plain English text Ceased Full time study {CHILD was or DEPENDANT'S NAME/ CHILDREN’S NAMES} were not a dependent child for Centrelink purposes because they ceased full time study from {DD Month YYYY}. Granted benefit for nondependent child {CHILD was or DEPENDANT'S NAME/ CHILDREN’S NAMES} were not a dependent child for Centrelink purposes from {DD Month YYYY}. Granted benefit for nondependent child 3rd party debt {CHILD was or DEPENDANT'S NAME/ CHILDREN’S NAMES} were not a dependent child for Centrelink purposes from {DD Month YYYY}.

Debt reason - Qualification or Payability

Note: depending on the debt type, not all options will display.

Table 5

Debt reason	Description
Change in Relationship Status	Debt reason code: MST Debt Action Script default text Married/Member of a couple (text is the same for both) Not entitled to payment As you were a member of a couple on {DATE} you were not entitled to payment of {BENEFIT TYPE} from {debtStartDate} to {debtEndDate}. Entitled to partnered rate As you were a member of a couple on {DATE} you were entitled to the partnered rate of payment of {BENEFIT TYPE} from {debtStartDate} to {debtEndDate}. Separated Not entitled to payment As you were separated on {DATE} you were not entitled to payment of {BENEFIT TYPE} from {debtStartDate} to {debtEndDate}. Reconciled Not entitled to payment As you reconciled on {DATE} you were not entitled to payment of {BENEFIT TYPE} from {debtStartDate} to {debtEndDate}. Entitled to partnered rate As you reconciled on {DATE} you were entitled to the partnered rate of payment of {BENEFIT TYPE} from {debtStartDate} to {debtEndDate}. Widowed Not entitled to payment As you were widowed on {DATE} you were not entitled to payment of {BENEFIT TYPE} from {debtStartDate} to {debtEndDate}.} from {debtStartdate}. We are, therefore, required to recover this amount. No plain English text
Not Eligible for Payment	Debt reason code: NEP Plain English text You were not eligible to the {BENEFIT TYPE} paid to you during the period {DATE} to {DATE}. We are required to recover this amount.
Failed to Provide Information	Debt reason code: FPI Plain English text You were overpaid because we did not receive information or documentation we requested within 28 days. The requested documentation or information was needed to confirm your entitlement. This means we could not establish your entitlement and your payments have been cancelled. We are required to recover this amount.
Not entitled to Utilities Allowance	Debt reason code: UAS Plain English text You were overpaid because you were not entitled to Utilities Allowance. To get Utilities Allowance you need to be receiving a qualifying income support payment as at 20 March, 20 June, 20 September or 20 December of each year. You were not receiving a qualifying payment and were paid more than you were entitled to. We are required to recover this amount.
Imprisonment	Debt reason code: API Debt Action Script default text As you were admitted to {INSTITUTION NAME} on {DATE} you were not entitled to receive {BENEFIT TYPE} for the period {debtStartDate} to {debtEndDate}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. No plain English text
Left Australia	Debt reason code: LOZ Debt Action Script default text As you left Australia on {DATE} you were not entitled to receive {BENEFIT TYPE} from {DATE}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. Plain English text When you are outside Australia there are rules covering if we can pay you and for how long. As you left Australia on {DD Month YYYY} you were not entitled to receive some or all of your {PAYMENT TYPE}.
Not providing Care	Debt reason code: NPC Debt Action Script default text This is because you stopped providing care for {Insert care receiver} and after {debtEventDate} you were no longer eligible for this payment. You will need to pay the money back you received from {debtStartDate} to {debtEndDate}. Plain English text You were not eligible for this payment because you stopped providing care for {CARE RECIEVER NAME} on {DD Month YYYY}.
Not entitled to Carer Payment	Debt reason code: NCP Plain English text You were overpaid because you were no longer providing constant care. This means you were not entitled to Carer Payment for this period. We are required to recover this amount.
Carer not eligible for payment	Debt reason code: CNE Plain English text You were overpaid because you were no longer providing constant care. This means you were not entitled to Carer Payment for this period. We are required to recover this amount.
Not entitled to Carer Supplement	Debt reason code: NCS Plain English text You were overpaid because you were paid the full rate of your {BENEFIT TYPE}, but you were not entitled to this payment. As a result, you were not eligible for the rate of Carer Supplement you received as you need to be entitled to your regular benefit type. We are required to recover this amount.
Started Full Time employment	Debt reason code: QFE Debt Action Script default text As you commenced work for {EMPLOYER NAME} you were not entitled to receive {BENEFIT TYPE} from {DATE}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. No plain English text
Assets over limit	Debt reason code: ASS Debt Action Script default text This is because there are limits to how much your assets can be worth before they affect your payment. The correct value of your assets is different to the amount we used in the payments made to you from {debtStartDate} to {debtEndDate}. Plain English text Qualification - Nil entitlement to payment Your payment can change if the value of your assets, such as savings, shares or property, exceeds a certain limit. The updated value of your <{ASSET TYPE} assets> has increased your combined total asset value above this limit. This means you were not entitled to this payment and we are required to recover this amount. Payability - Partial entitlement to payment Your payment can change if the value of your assets, such as savings, shares or property, exceeds a certain limit. The updated value of your {ASSET TYPE} has increased your combined total asset value above this limit. This means you were paid more than you were entitled to receive. We are required to recover this amount. Note: if one or 2 asset types apply, enter them. If more than 2 apply, enter assets.
Telephone Allowance	Debt reason code: TAD, INR (via Telephone Allowance when not TEL, SHC, ASH, SCA, TAL) Debt Action Script default text You have been paid an incorrect rate of payment. Plain English text Not subscribing to a home internet service You were overpaid because you were not subscribing to a home internet service, which means you were not entitled to receive the higher rate of Telephone Allowance, and we are required to recover this amount. Other You were overpaid because you were not entitled to receive Telephone Allowance. We are required to recover this amount.
False Identity	Debt reason code: FDM Debt Action Script default text You received payment in more than one name for the period {debtStartDate} to {debtEndDate}. You have therefore, been overpaid {$AMOUNT}. We are required to recover this amount. No plain English text
Started CDEP programme	Debt reason code: CDP Debt Action Script default text Your income from {PROVIDER} was not taken into account in the payments made to you. No plain English text
CDEP Participation Supplement	Debt reason code: CPS Debt Action Script default text On {DATE} you ceased Community Development Employment Project with {PROVIDER} and you no longer qualify for Community Development Employment Project Participation Supplement payments. These payments continued to be paid until {DebtEndDate}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. No plain English text
FTB 16-20yr old Education/Training Req	Debt reason code: FET Debt Action Script default text You were not entitled to Family Assistance due to {CHIILD NAME(S)} ceasing to meet the FTB education/training requirement. No plain English text
Not entitled to Green Corps Supplement	Debt reason code: NGC Debt Action Script default text You were not entitled to Green Corps Supplement from {DATE}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. No plain English text
Not entitled to Drought Force Supplement	Debt reason code: NDF Debt Action Script default text You were not entitled to receive the Drought Force Supplement on {debtStartDate}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. No plain English text
CDEP Supplement	Debt reason code: CDE Debt Action Script default text On {DATE} you ceased CDEP with {PROVIDER} and you no longer qualify for CDEP Supplement payments. These payments continued to be paid until {debtEnddate}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. No plain English text
RJCP Supplement	Debt reason code: RJC Debt Action Script default text You were not entitled to receive the Approved Program of Work Supplement for Remote Jobs and Communities Program. No plain English text
Birth not registered	Debt reason code: BNR Plain English text You were overpaid because our records show that you have not yet registered or applied to register the birth of {CHILD/RENS NAME/S} with your relevant state or territory birth registry. To be eligible for Newborn Supplement, we need to know that the birth has been registered or you have applied to do so. Because this has not been done, we are required to recover the Newborn Supplement.
Incorrect date of birth	Debt reason code: IDB Plain English text You were overpaid {BENEFIT TYPE} because your date of birth provided was incorrect, which affected your age and the payment you received. This means you were not entitled to {BENEFIT TYPE}. We are required to recover this amount.
Income precludes entitlement	Debt reason code: IPE Plain English text We know that dealing with financial matters after a loss can be difficult. However, we need to let you know about an overpayment. You were overpaid Stillborn Baby Payment because your family income for the {YYYY-YY} financial year was too high. We are required to recover this amount.
Not in care for 13 continuous weeks	Debt reason code: N13 Plain English text You were overpaid the Newborn Supplement for {CHILD/RENS NAME/S}, because they have not remained in your care for a period of 13 continuous weeks from the date we began paying you this payment. We are required to recover this amount.
PPL paid for child	Debt reason code: PPN Plain English text You were overpaid the Newborn Supplement because you have been granted Parental Leave Pay. You cannot receive both Newborn Supplement and Parental Leave Pay. We are required to recover this amount.
PPL paid for stillborn child	Debt reason code: PSC Plain English text You have been overpaid Stillborn Baby Payment because you were granted Parental Leave Pay. You cannot receive both Parental Leave Pay and the Stillborn Baby Payment for the same child. We are required to recover this amount from you.
Child care: Incorrect usage claim	Debt reason code: USC Plain English text You were overpaid because your Child Care Subsidy was assessed with incorrect usage data provided by your childcare provider. The correct usage data shows you were entitled to less than you received. We are required to recover this amount.
Change in Activity Test	Debt reason code: ACT Plain English text You were overpaid because your activity test details changed. The amount of hours you can access Childcare Subsidy for depends on how many hours you are completing an approved activity. Because your activity test details have reduced, you were entitled to access less hours of Child Care Subsidy than you were paid. We are required to recover this amount.
No longer eligible for Sickness Allowance	Debt reason code: NES Plain English text You were overpaid because you were not eligible for the Sickness Allowance payment. To be entitled to Sickness Allowance, you need to be temporarily unable to attend your usual place of work or study due to illness or injury. You no longer met this requirement, and were not entitled to this payment. We are required to recover this amount.

Debt reason - Miscellaneous

Table 6

Debt reason

Description

Duplicate payment

Debt reason code: DUP

Debt Action Script default text

EBT card On the {DATE} you were paid your {BENEFIT TYPE} entitlement for the period {debtStartDate} to {debtEndDate}. On {DATE} you were also issued with a duplicate EBT card for the period {debtStartDate} to {debtEndDate}.Therefore you have been overpaid {$AMOUNT}. We are required to recover this amount.

Cheque On the {DATE} you were paid your {BENEFIT TYPE} entitlement for the period {debtStartDate} to {debtEndDate}. On {DATE} you were also issued with a duplicate cheque for the period {debtStartDate} to {debtEndDate}. Therefore you have been overpaid {$AMOUNT}. We are required to recover this amount.

Direct Credit On the {DATE} you were paid your {BENEFIT TYPE} entitlement for the period {debtStartDate} to {debtEndDate}.On {DATE} you were also issued with a duplicate direct credit for the period {debtStartDate} to {debtEndDate}. Therefore you have been overpaid {$AMOUNT}. We are required to recover this amount.

No plain English text

Not entitled to duplicate payment of RA

Debt reason code: DRA

Plain English text

You have been overpaid because your Rent Assistance was paid more than once for the same period. You initially received Rent Assistance with your {BENEFIT TYPE}, however your recent payment of Family Tax Benefit included a payment of Rent Assistance for the same period. You can only receive one Rent Assistance payment at a time, which means you were paid more than you were entitled to.

Prepayment/Holiday processing

Debt reason code: PRE

Debt Action Script default text

Actual declared income greater than estimate - customer When you reported income details to Centrelink by {SU19 LODGEMENT/ INTERNET/ TELEPHONE/ IN PERSON AT CSC} on {DATE} you declared income of {$AMOUNT}. As you were prepaid due to the {CHRISTMAS NEW YEAR/ AUSTRALIA/ EASTER/ ANZAC DAY} holiday you have been overpaid {$AMOUNT} for the period {debtStartDate} to {debtEndDate}. We are required to recover this amount.

Actual declared income greater then estimate - partner When you reported income details to Centrelink by {SU19 LODGEMENT/ INTERNET/ TELEPHONE/ IN PERSON AT CSC} on {DATE} you declared income for your partner of {$AMOUNT}. As you were prepaid due to the {CHRISTMAS NEW YEAR/ AUSTRALIA/ EASTER/ ANZAC DAY} holiday you have been overpaid {$AMOUNT} for the period {debtStartDate} to {debtEndDate}. We are required to recover this amount.

Failure to lodge SU19 You were due to lodge an Application for Payment of {BENEFIT TYPE} on {DATE} for the period {debtStartDate} to {debtEndDate}. As you did not lodge this form your entitlement could not be established. As you were prepaid due to the {CHRISTMAS NEW YEAR/ AUSTRALIA/ EASTER/ ANZAC DAY} holiday you have been overpaid {$AMOUNT}. We are required to recover this amount.

RIS customer - failure to declare income You were due to provide income information for payment of {BENEFIT TYPE} on {DATE} for the period {debtStartDate} to {debtEndDate}. As you did not provide this information your entitlement could not be established. As you were prepaid due to the {CHRISTMAS NEW YEAR/ AUSTRALIA/ EASTER/ ANZAC DAY} holiday you have been overpaid {$AMOUNT}. We are required to recover this amount.

Notification reporter - prepayment received - customer On your Application for Continuation of Payment lodged on {DATE} you declared income of {$AMOUNT}. As you were prepaid due to the {CHRISTMAS NEW YEAR/ AUSTRALIA/ EASTER/ ANZAC DAY} holiday you have been overpaid {$AMOUNT} for the period {debtStartDate} to {debtEndDate}. We are required to recover this amount.

Notification reporter - prepayment received - partner On your Application for Continuation of Payment lodged on {DATE} you declared income for your partner of {$AMOUNT}. As you were prepaid due to the {CHRISTMAS NEW YEAR/ AUSTRALIA/ EASTER/ ANZAC DAY} holiday you have been overpaid {$AMOUNT} for the period {debtStartDate} to {debtEndDate}. We are required to recover this amount.

No plain English text

Remote Area Allowance

Debt reason code: RAA

Debt Action Script default text

Not qualified as usual place of residence is not in a remote area As your usual place of residence is not in a remote area from {DATE} you have been overpaid {$AMOUNT} for the period {debtStartDate} to {debtEndDate}. We are required to recover this amount.

Not qualified as not physically present in a remote area As you were not physically present in a remote area from {DATE} you have been overpaid {$AMOUNT} for the period {debtStartDate} to {debtEndDate}. We are required to recover this amount.

Entitled to a lower rate of remote area allowance As you were entitled to a lower rate of remote area allowance from {DATE} you have been overpaid {$AMOUNT} for the period {debtStartDate} to {debtEndDate}. We are required to recover this amount.

No plain English text

Rent Assistance

Debt Action Script default text

Debt reason code: RAE

Debt Action Script default text

Ceased not sharing On {DATE} you ceased paying {RENT TYPE}. Payments of Rent Assistance continued until {debtEndDate}. You were not entitled to receive Rent Assistance for this period. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount.

Decreased not sharing On {DATE} the amount you were paying for {RENT TYPE} decreased. Payment of Rent Assistance continued until {debtEndDate} at a higher rate than you were entitled to. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount.

Changed and reduced On {DATE} you stopped paying {RENT TYPE} and started to pay {RENT TYPE}. The amount you were paying also decreased. Payment of Rent Assistance continued until {debtEndDate} at a higher rate than you were entitled. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount.

Changed Address On {DATE} you changed address. You continued to receive Rent Assistance at the non sharing rate until {debtEndDate}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount.

Shared Accommodations On {DATE} you started to share your accommodation. You continued to receive Rent Assistance at the non sharing rate until {debtEndDate}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount.

Net Household Rent On {DATE} you were sharing accommodation with another person, who pays part of the total household rent. You were, therefore, entitled to claim less Rent Assistance in your own right, with the result you have been overpaid {$AMOUNT}. We are required to recover this amount.

No plain English text

Rent Assistance

Customer has received full rate of RA and partner is granted their own payment with entitlement to RA

Debt reason code: RAE

Customer has received full rate of RA and partner is granted their own payment with entitlement to RA.

No Debt Action Script default text

Plain English text

This is because you were being paid Rent Assistance for both you and your partner up to {DD Month YYYY}. Your partner was entitled to half the Rent Assistance from {DD Month YYYY}. We paid you too much between {DD Month YYYY} and {DD Month YYYY}.

Rent Assistance

Partner claims pension payment

Debt reason code: RAE

Partner claims pension payment.

No Debt Action Script default text

Plain English text

This is because you were being paid Rent Assistance for both you and your partner up to {DD Month YYYY}. Your partner was entitled to the total Rent Assistance payable from {DD Month YYYY}. We paid you too much between {DD Month YYYY} and {DD Month YYYY}.

Rent Evaluation Manual

Debt Reason code: REM

Plain English text

You were overpaid because your Rent Assistance was reviewed using updated information. This review showed that there has been a change in your rental circumstances, which meant the amount of Rent Assistance you were entitled to was lower than the amount you received.

Rent Review Manual

Debt Reason code: RRM

Plain English text

Claim for usage when child is not in care

Debt reason code: CLA

Plain English text

You were overpaid because the child care usage details submitted by your childcare provider were incorrect. Your payment was based on these details. This means you have been paid more Child Care Subsidy than you were entitled to. We are required to recover this amount.

Debt reason - Obligation

Table 7

Debt reason	Description
Form not lodged	Debt reason code: ONL For reduced reporting Debt Action Script default text You were due to lodge an Application for Payment of {BENEFIT TYPE} on {DATE} for the period {DATE} to {DATE}. As you did not lodge this form your entitlement could not be established. You have been overpaid {$AMOUNT} and we are required to recover this amount. Plain English text You were due to report on {DD Month YYYY} for the period {DD/MM/YYYY} to {DD/MM/YYYY}. You did not and we could not confirm your entitlement to {BENEFIT TYPE} for that period. You have been overpaid and we are required to recover this amount.
Failed to lodge tax return	Debt reason code: FTR Plain English text You were overpaid because you did not lodge your income tax return with the Australian Taxation Office or tell us that you did not need to for the {YYYY-YY} financial year. As a result, we could not confirm your entitlement to these payments. We are required to recover this amount.
YAL/Abstudy - Returned to live with parent	Debt reason code: IRH Debt Action Script default text On {DATE} you moved back to live at home. You continued to receive payments at the living away from home rate until {DATE}. You have, therefore, been overpaid {$AMOUNT}. We are required to recover this amount. Plain English text You were overpaid because you were getting the ‘away from home’ rate of payment after you returned to live at home on {DD Month YYYY}.
Participation Serious Failure	Debt reason code: PSF Debt Action Script default text You were not entitled to receive {BENEFIT TYPE} due to the application of a non-payment period from (DATE} to {DATE}. This is because you committed 3 or more participation failures in the last 12 months, which required us to stop your payments for 8 weeks. No plain English text

Debt reason - Advances

Table 8

Debt reason	Description
Advance Payment	Debt reason code: ADV Plain English text You were overpaid because you still owed an amount on your {BENEFIT TYPE} Advance Payment when your payments stopped. Advance payments are recovered from the payments made to you, so when your payment stops, you still need to repay the remaining advance payment amount.
Special Employment Advance	Debt reason code: SEA Debt Action Script default text On {DATE} you were paid a Special Employment Advance of {$AMOUNT}. As your {BENEFIT TYPE} was cancelled on {DATE} an amount of {$AMOUNT} remains outstanding. We are, therefore, required to recover this amount. No plain English text
Advance Repayment Period Unreasonable	Debt reason code: ARU Debt Action Script default text (Family Tax Benefit only) This is the balance owing on your Family Tax Benefit advance. As your fortnightly Family Tax Benefit Part A Payments have been reduced, this advance cannot be paid back from your Family Tax Benefit Part A within a reasonable period. No plain English text
Advance: Severe Financial Hardship	Debt reason code: SFH Plain English text You were overpaid because you still owed an amount on your {BENEFIT TYPE} hardship advance when your payments stopped. Hardship advance payments are recovered from the payments made to you, so when your payment stops, you still need to repay the remaining hardship advance amount.
Urgent Payment	Debt reason code: URG Plain English text You were overpaid because you have not repaid the full amount of your {BENEFIT TYPE} urgent payment. At your request we paid part of your regular payment early as an urgent payment. We recover the urgent payment from the regular fortnightly payment it was paid from. We were unable to recover the full amount because your {BENEFIT TYPE} has <stopped/reduced,> so you are required to pay back the outstanding balance.
Advance: Crisis Payment	Debt reason code: CRP Plain English text You were overpaid because you were paid a higher rate of Crisis Payment than you were eligible for. Your Crisis Payment amount depends on your regular payment. Your {BENEFIT TYPE} has <stopped/reduced,> meaning you were paid too much Crisis Payment. We are required to recover the difference.

Operational Information

Sending Account Payable letters 107-04010030

Endorsed plain English text for the Account Payable letter Debt Reason field