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.
Request for refund - follow up letter
Actioning 3rd party debts - Customer agrees to provide evidence letter
Contact details
Debt and Compensation Program (DCP) Branch and Payment Assurance Operations (PAO) contacts
Level 2 Debt Helpdesk
Police assistance line
External contacts
Report a cybercrime, incident or vulnerability, Australian Signals Directorate
Australian Capital Territory Policing
New South Wales Police Force
Northern Territory Police
Queensland Police
South Australia Police
Victoria Police
Western Australia Police Force
Tasmania Police
Commonwealth Victims’ Certificate
Application for a Commonwealth Victims' Certificate, Attorney-General's Department
Documentation templates
Template | Documentation example |
Customer agrees to provide evidence | Customer has agreed to provide evidence to support that they did not receive the payment of [insert amount] on [insert date DD/MM/YYYY]. Advised customer to immediately contact the fraud section of the bank the funds were deposited into (including the BSB and account number) to notify that they: - did not receive the funds, or
- do not have access to the bank account, and
- to request suitable evidence to provide to the agency that they did not receive benefit of the payment
Customer will provide this information by [insert date DD/MM/YYYY]. Customer has been notified that if sufficient information is not provided by [insert due date DD/MM/YYYY] a debt may be raised on their record. Q999 issued to customer regarding Request for information. This written request for information has been given under [delete those not relevant to the payment type under review]: - section 196, Social Security Admin Act 1999
- section 154, A New Tax System (Family Assistance) (Administration) Act 1999
- section 343, Student Assistance Act 1973, or
- section 117, Paid Parental Leave Act 2010
|
Customer provides evidence | Customer has provided evidence to support their claim that they did not receive the payment of [insert amount] on [insert date DD/MM/YYYY]. Details of evidence provided: - [insert type of evidence]
- [insert details from the evidence]
Decision based on evidence [select the relevant text below]: - Evidence provided supports the customer’s claim they did not receive the payment, therefore [Debt ID] has been Finalised No Debt
- Evidence provided does not support the customer’s claim they did not receive the payment. Further information has been requested, or
- Evidence provided does not support customer’s claim they did not receive the payment. The customer is not able to provide any further information, and the debt has been raised. Customer has been advised of further appeal rights
|
Customer does not provide evidence | Customer was requested to provide supporting evidence on [insert date DD/MM/YYY of initial contact], however a review of the record indicates that this has not been provided. The debt has now been raised. If customer contacts regarding this debt, advise of evidence requirements, listed above, to review the debt and further appeal rights. |
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