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Raising and attribution of Service Update debts 107-04120000

For staff responsible for raising debts only.

This document outlines what action to take with debt activities created by Service Updates.

How to action a Service Update debt

Step	Action
1	Is a debt to be raised following investigation of the Service Update? Check the debt calculations, see Calculating Centrelink entitlements and gathering information when investigating debts. Yes, go to Step 2 No: see Finalised 'no debt' (FND) or 'zeroing' debts that are not legally recoverable procedure ends here
2	Check if recovery fee is required Check if the debt is a working age payment Yes: assess and apply recovery fee where appropriate go to Step 3 No, go to Step 3
3	Record debt details on Debt Management and Information System (DMIS) Use the Debt Action script to raise/waive the debt. If more debts arise due to the investigation ensure these are: combined raised on the Service Update debt shell Finalised - No debt Do not 'no debt' the Service Update debt shell when first received The debt shell is used by the script to attribute debts to the Service Update review. Identify the Service Update debt shell by the Service Profile reference in the Project Code field on the Modify/Assess Debt (OPMA) screen: action the undetermined debt if the debt is on DMIS if a debt is recorded on the host system, but not yet on DMIS: action the negative adjustment, then action the undetermined debt on DMIS if there is no debt, create a new debt record manually on DMIS See the Resources page for details of how to attribute it manually to the Service Update.
4	Integrated Review System (IRS) Attribute the debt to the Integrated Review System (IRS) review. The Debt Action script automates the attribution of debts resulting from Service Updates. See the Resources page for information on manual attribution if the script is not available. The Integrated Review Debt Details (IRDD) screen lists all 'COM'pleted debts (even zero amounts) attributed to the IRS Service Update. The screen displays: the Debt ID number reason amount date the debt shell was created the date the debt was raised, and the status of the debt The IRS links to DMIS, which enables debt updates. This includes: raising of the debt changes made to the debt amount after the Service Update has been finalised
5	Record the details of the debt Record a DOC for all completed debts. The DOC should contain: details of the debt 10% recovery fee (where applicable) evidence and calculation sheets used to determine the debt See Calculating Centrelink entitlements and gathering information when investigating debts for more information.
6	Notify the customer or nominee of the debt Consider calling the customer before sending the Account payable letter, for: a first debt, particularly when the debt may have been preventable debts likely to have a large impact on the customer (for example, homeless youth) If appropriate, discuss the customer's circumstances with their Social Worker first large debts not caused by fraudulent behaviour Phone contact is not desirable or practical when: fraudulent behaviour is suspected as phone contact may impede a successful prosecution the customer is: living overseas deceased, or whereabouts unknown third party debts the customer has a history of anxiety, mental illness or violent behaviour Send the account payable letter to the customer.
7	Further action may be required in some cases Further action may be required if the: customer's account details need to be changed, modify account details on undetermined and determined debts customer's tax details need to be adjusted because of raising the debt, make the tax adjustments customer is deceased, see Requesting refunds and raising debts for deceased customer