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Manual Follow-ups (MFU) for Family Assistance reconciliation recovery 107-04110000

This document outlines information about the processing of MFU's resulting from the re-reconciliation action on debts.

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Manual Follow-ups (MFU) for family assistance reconciliation recovery

Additional MFUs for family assistance reconciliation recovery

Manual Follow-ups (MFU) for family assistance reconciliation recovery

Table 1

Step	Action
1	Keyword DMNMFU54 There may be a DMN/ADV activity with: keywords of DMNMFU54, ADJHLD, FAOCCB, FAOFTB, and/or FAORECO notes that read, 'Debt Id nnnnnnnn adjusted while held. Issue Q419 to advise new reconciliation result’. Note: the correct letter to be issued is a Q418 Does the customer have a DMN/ADV MFU with one of the relevant keyword(s)? Yes: select the DMN/ADV MFU from the Activity List (AL) and send the Q418 letter ensuring the appropriate service reason is selected for eligible former Centrelink customers, the Interest Charge warning must be included in the debt notice select the relevant Debt ID from the Debt List (OPDL) screen go to the Key Dates (OPKD) screen, key the Q418 completion date in the Date Sent field in the Comments field, key the text 'Q418 sent - man adv FTB/CCF rereco' record the details on a DOC. Include the date of event and details of changes made if the OPKD screen is unable to be finalised in Customer First, complete the OPKD screen in Customer Record procedure ends here No, go to Step 2
2	Keyword DMNMFU48 Is there a DMN/DBT MFU activity on the AL screen that reads, 'Customer has payments on Debt Id nnnnnnnn. Transfer payments to Debt Id nnnnnnnn or refund where appropriate' with a keyword of DMNMFU48? Yes, go to Step 3 No, go to Step 4
3	Transfer the repayments Only Debt Staff are able to transfer or add payments to a debt. Where required, refer the case using Fast Note - select Debt Recovery > Debt Recovery Referrals > Debt Recovery Action Required. Adjust the re-reconciliation debt, then any other outstanding debts: on the Repayment History (OPRH) screen, 'S'elect the payment to be adjusted press [Enter] to view the Adjust Repayment History (OPAH) screen In these fields: Correct Amt, key the amount that should have been: paid to finalise the debt, or withheld Reason, key free text. Press [Enter] If a refund is required, see Refunding debt repayments. On the Assessment Finalisation (OPAF) screen: in the Finished? field, key Y press [Enter] Check the General Information (OPGI) screen. Ensure the balance is zero. See Table 2 > Step 3
4	DMNMFU42 Is there is a DMN/DBT MFU that reads, 'Waiver reason XXX reversed on nnnnnnnn, check and apply waiver to nnnnnnnn if appropriate' with a keyword of DMNMFU42? Check all waiver screens. This activity will only occur where all the following are met: there is a recoverable debt following re-reconciliation the original reconciliation debt has a status of Finalised Reconciliation (FRN), and the debt was not waived using the reason, less than the small debt waiver threshold (SDW) Reversal of waiver Reverse a waiver during the process of re-reconciliation if the debt has a reason of: FRC Family Assistance reconciliation FRR Centrelink FA generated re-reconciliation, or FRA Australian Taxation Office (ATO) amended tax notice of assessment (TNA) re-reconciliation The original reconciliation waived amount will: display on the Waiver (OPWA) screen have a reason code of IFR - Reversed and included in reconciliation Does the waiver reason on the cancelled debt (excluding reason SDW) apply to the new re-reconciliation debt? Yes, go to Step 5 No, 'C'ancel the MFU and record a DOC stating the debt is not eligible for the waiver. Procedure ends here
5	Determine the appropriate amount to waive This may be different to the original amount waived. Waive any amount less than the small debt waiver threshold. Use waiver reason SDW. Apply the waiver: go to the Activity List (AL) screen 'S'elect the MFU activity go to the Add Waiver (OPWAA) screen. Complete these fields: Amount Waived Reason Waived press [Enter] Go to the OPAF screen: in the Finished? field, key Y press [Enter] Note: complete adjustments prior to waiver action where there were repayments on the original reconciliation calculation. See Adjusting and adding debt repayments. Advise the customer of the result in writing In the Amount of Waiver field, include the amount waived as a result of the small debt waiver (SDW) in the Q418. Make 2 genuine attempts to contact the customer: where the result is different, discuss the outcome of the waiver explain the letter they will receive only provides details of the small debt waiver See Table 2 > Step 3.

Additional MFUs for family assistance reconciliation recovery

Table 2

Step	Action
1	DMNMFU41 If there is a DMN/ADV MFU with a keyword of DMNMFU41 that reads, 'Debt Id nnnnnnnn finalised in re-reconciliation. Please issue appropriate advice regarding re-reconciliation result': 'S'elect the original debt from the OPDL screen and go to the OPRH screen: if repayments have been received on the debt, transfer any payments to any other debts outstanding. See Adjusting and adding debt repayments complete the refund if required. See Refunding debt repayments if unsure how to process refunds, contact the relevant Debt Recovery Team for assistance Advise the customer about: the change in the debt balance following re-reconciliation, and any details for repayments transferred or refunded Complete the manual letter (Q999). If there no DMN/ADV MFU, go to Step 2.
2	FAOWAIVE and FAORECO If there is a DMN/RCV activity with the keyword of either: FAOWAIVE, the notes for the activity read, 'Debt Id nnnnnnnn adjusted, check previous waiver reason and amount and adjust if necessary’. See Waiving Centrelink debts FAORECO, the notes for the activity read, ‘No arrangement in place - Phone Customer’: see Outbound customer contact and gathering information when recovering debts Go to Step 3.
3	Check for a specific DMN/DBT MFU Is there a DMN/DBT MFU that reads 'Debt Id nnnnnnnn adjusted while client deceased. Issue Q421 to estate to advise new reconciliation result'? Yes, check if a manual letter needs to be issued No, go to Step 4
4	MFU FTB non-reconciliation debt falling in 2000-01 Check for an MFU on the customer’s record that reads either: 'FA debt check new waiver provision', or 'Previously written off - check if customer needs to be contacted' Procedure ends here.