Skip to navigation Skip to content

Debt raising over duplicate, multiple or intertwined Customer Reference Numbers (CRN) 107-04010090

For Debt Staff only.

This document outlines information about customers with duplicate, multiple or intertwined Customer Reference Numbers (CRN). Debt raised on an obsolete CRN and not recovered.

Debts where multiple CRN exist

Step	Action
1	Check for a duplicate record + Read more ... Is the debt on a duplicate record? Yes, check the Duplicate CRN List (DCL) screen for the environments a record is in. For further information, see Inter-environment transfer of debts. Go to Step 2 No, procedure ends here
2	Has Data Quality Unit (DQU) taken action + Read more ... A warning will display when a multiple CRN (MLC) is linked to a customer's primary record. The Multiple and Intertwined Warning (MIW) screen will display with the following message on access: 'This record has been assessed as a multiple and cannot be used for the customer. The customer's primary record is 123 456 789X. Do you wish to proceed? 'N' Service Officers can enter 'Y' to access the record in 'read only' mode. Contact the Data Quality Unit (DQU) to make updates. Check if DQU (office code NA8) has assessed the case via the Document List (DL) screen. A Display on Access (DOA) DOC will have region code NA8. Has DQU linked and updated the records? Yes, Display on Access DOCs (DOA) on the records indicate which record is the primary CRN. Go to Step 4 No, go to Step 3
3	Refer possible multiple or intertwined CRNs to DQU + Read more ... Do not make any updates to the records. DQU will need to determine which record is the primary CRN. For multiple CRNs: use the Multiple CRN Referral Fast Note to refer to DQU use Fast Note - select Auto Text, use Data Quality > Updates > select required template in the 'Other relevant information' section of the Fast Note, note additional details to assist DQU to make a primary determination For intertwined CRNs: use the Intertwined Referral form to refer to DQU to assist DQU with their investigation, note any additional details on the form procedure ends here
4	Check the Debt List (OPDL) screen + Read more ... Check the OPDL screen for the following debts: family assistance Reconciliation (FRC) ATO Reconciliation (FRA) FA Re-reconciliation (FRR), or family assistance non-lodger debts (NLD) Does one of the above debts display? Yes, go to Step 5 No, go to Step 6
5	Family assistance reconciliation and non-lodger debts + Read more ... The system will raise Family assistance reconciliation and non-lodger debts. They cannot be manually adjusted on the Debt Management Information System (DMIS). In these cases a DOA DOC will display on the multiple records stating: the primary record, and details of debts on the secondary records When the primary and multiple CRNs have been identified, the Family Assistance Manual Intervention (MIV) team will take action to ensure the result is moved to the primary record. Has the debt been removed from the multiple or duplicate CRNs and moved to the primary record? Yes, go to Step 9 No, manual intervention may be required. Use Fast Note - select Auto text, use Families > Reconciliation > Reco correction MULTCRN. This automatically adds the keywords ‘ACTMIV’ and ‘#MULTCRN’ and allocates to the MIV team to action. Procedure ends here
6	Undetermined debt activity or non-recovered debt where multiple CRNs exist + Read more ... Is there an undetermined debt activity or a non-recovered debt where a customer has multiple CRNs? Yes, go to Step 7 No, procedure ends here
7	Multiple or intertwined CRN + Read more ... Is the debt on a multiple or intertwined CRN? Yes, go to Step 8 No, go to Step 9
8	Recreating a manual debt on the correct CRN + Read more ... If the incorrect CRN is locked for action, to have the record unlocked: send an email request to the Data Quality Unit, or for an urgent request, contact the DQU Helpdesk > select Option 1 On the incorrect CRN: go to the Debt Amount (OPDA) screen reduce the debt to zero by finalising 'no debt' On the correct CRN, manually re-raise the debt by creating a new debt record manually on the Debt Management and Information System (DMIS): do not send the auto letter on the Key Dates (OPKD) screen: record the date of issue of the original advice, and record the original Debt ID in the Comments field End any recovery arrangement (other than withholdings) before manually raising a debt.
9	Repayments and recovery arrangements + Read more ... Have repayments been made or are there recovery arrangements in place on the incorrect record? Yes, go to Step 10 No, record all details in a DOC. Include details of the original Debt ID. See Online Document Recording (ODR) for further details. Procedure ends here
10	Transfer of debt repayment/s from secondary CRNs to the primary CRN + Read more ... Transfer the repayment from the secondary CRNs to the primary CRN on the OPRTD screen: key the customer’s primary CRN into the third party CRN field in the Debt ID field, key the new Debt ID, that was created at Step 8 Repayment arrangement/s on the secondary CRNs must be replicated on the primary CRN, see Transfer debt repayments to a third party’s debt in DMIS record all details in a DOC. Include details of the original Debt ID. See Online Document Recording (ODR) for further details Procedure ends here.