Manually waiving family assistance reconciliation debts where there is no Manual Follow-up (MFU) activity 107-04110070

Examples include:

• reconciliation has finalised and the result was $0 (no debt)
• reconciliation has finalised and the result was a top-up
• will not go through a reconciliation process due to a debt raised for an entire instalment period

Go to the Debt List (OPDL) screen.

'S'elect any debts raised for the 2000-01 financial year with:

• code of FTB (Family Tax Benefit), and
• not raised during reconciliation

View the Account Payable (OPAOD) screen for text on the advice sent to the customer explaining the debt.

The waiver is applicable to both carers for shared care debts.

Do not base eligibility on the debt reason only.

Is the debt type eligible for the one off $1,000 waiver?

See FTB and Child Care Benefit (CCB) debts for the 2000-01 income year.

• Yes, go to Step 3
• No, record on a DOC that the debt is not eligible for the waiver, see Table 2, Step 9

Go to the Families Reconciliation & Claim Summary (FRCS) screen. View the most recent finalised result for reconciliation or re-reconciliation for 2000-01.

Sometimes:

• reconciliation may not occur if a debt is raised for all the FTB paid to that customer in the financial year. There will be no result on the FRCS screen
• customers are not required to lodge an income tax return and so there may not be a finalised record

In these cases, see Table 2, Step 3.

Has the customer's FTB reconciliation or re-reconciliation for 2000-01 been finalised?

• Yes, go to Step 4
• No, see Table 2, Step 10

Is the reconciliation or re-reconciliation negative?

• Yes, see Table 2, Step 2
• No, see Table 2, Step 3

The transitional waiver does not apply until the payment is unparked.

If the payment is:

• still parked, in Customer First create a manual review the Review Registration (RVR) screen and complete the fields as follows:
• Service Reason: DMN
• Review Reason: REV
• Due Date: 14 days
• Source: INT
• Date of Receipt: today's date
• Notes: 'Is the debt under review unparked?'
• Keywords: RECOPKD
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank
  The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
• unparked, go to Step 2

Check the transitional waiver (TWF or TWC) amount applied to the reconciliation or re-reconciliation debt with reason codes of FRC, FRA and FRR:

• 'S'elect the debt from the OPDL screen and go to the Waiver (OPWA) screen
• Deduct that amount from $1,000 to calculate the residual
• if there is no reconciliation debt (that is: the finalised result is nil or positive), the customer is still eligible for the entire $1,000 one-off waiver
• if there is no result on the FRCS screen, verify that the customer's record does not require to be reconciled before applying the entire $1,000 waiver amount. Go to Step 7

Is there a residual $1,000 waiver amount?

• Yes, go to Step 4
• No, go to Step 9

The customer may be entitled to the full $1,000 waiver if the reconciliation:

• has been finalised (or reconciliation does not apply), and:
• no debt resulted, or
• the customer received a top-up
• will not occur

View the status of the eligible debt on the OPDL screen.

If the status is shown as DWO (Determined Written-Off) contact the relevant Payment Assurance Operations team to end date the Write-off (OPWO) screen. The waiver can then be actioned. The Resources page contains a link to Locator

Does the eligible debt have a status of FRE (Finalised Recovered)?

• Yes, to be able to action any residual waiver, the debt needs to have its status changed from FRE to DET (Determined). This happens when the debt is adjusted on the Repayment History (OPRH) screen. Go to Step 6
• No, go to Step 5

Check the eligible debt on the OPRH screen. Note the total repayment amount.

Have any repayments been received on the debt?

• Yes, go to Step 6
• No, go to Step 8

Calculate the new debt amount less the residual waiver amount, and the small debt waiver if applicable.

Total any repayments received against the eligible debt, recorded on the (OPRH) screen.

Deduct the repayments received from the new debt amount.

Is the amount negative?

• Yes, go to Step 7
• No, go to Step 8

This is the amount the debt would be over-recovered by applying the waiver.

Adjust the OPRH screen by the amount that the debt would be over-recovered once the waiver is applied. See Adjusting and adding debt repayments. This will alter the FRE (Finalised Recovered) status of debts to DET (Determined). No amendments to the debt amount or waivers can be actioned while the status is FRE.

Transfer the amount to any other debts outstanding. Only the Payment Assurance Operations team can add repayments to a debt. See the Resources page for Locator. See Adjusting and adding debt repayments.

Complete the refund if required. See Refunding debt repayments.

Do not apply the waiver before the reconciliation is finalised (unless reconciliation is not applicable).

If the eligible debt is a qualification reason of student/child income overpayment:

• go to the Modify/Assess Debt (OPMA) screen
• amend the debt reason on to 'IOL' before actioning waiver
• 'S'elect the eligible debt from the OPDL screen
• go to the Add Waiver (OPWAA) screen

To code the residual waiver amount on the eligible debt, complete the:

• Amount Waived $ field
• Reason Waived field, using:
• 'TWF' for FTB $1,000 waivers, and
• 'TWC' for CCB $1,000 waivers
• press [Enter]
• go to the Assessment Finalisation (OPAF) screen
• code 'Y' in the Finished? field

iI the new debt balance is less than $50, waive under the small debt waiver provisions using the code ‘LTF’

Note: contact the ICT Helpdesk if there is no reconciliation result on the FRCS screen.

Advise the customer of the outcome of:

• the debt reconsideration
• transfer of repayments or refunds, and
• whether any transitional waiver was applicable

If the customer did not initiate the debt reconsideration:

• a letter is not required if the debt is not eligible for a waiver
• record the details on a DOC. Procedure ends here

Debts not eligible for waiver with a status of DWO:

• contact the relevant Payment Assurance Operations team to restart the recovery
• advise the customer of the review outcome and that the recovery will start
• Record the details on a DOC. Procedure ends here

The Resources page contains a link to Office Locator for contact details for Payment Assurance Operations Teams.

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 2 months
• Source: INT
• Date of Receipt: today's date
• Notes: 'FA debt check new waiver provision pending reconciliation processing.'
• Keywords: RECOPND
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

The customer may need to be contacted to ask whether they are required to lodge their income details with the Australian Taxation Office (ATO).

If the customer has asked for waiver eligibility to be considered for a non-reconciliation FTB debt:

• advise the customer that a waiver cannot be considered until the reconciliation is finalised
• once finalised, the availability of any residual waiver amount can then be identified
• record the details on a DOC