Actioning broken agency recovery arrangements 107-05040050

Use the Debt recovery script when actioning a debt.

Locate broken recovery arrangements on Workload Management in Customer First.

• Yes, go to Step 3
• No, go to Step 6

Contact the DVA Liaison Officer. Include the CRN and Name of the customer in addition to details of the previous DVA arrangement. The DVA Liaison Officer will contact DVA to investigate payment deductions and make enquiries about when to expect the next payment.

Has the DVA Liaison Officer advised that DVA will start/continue to make deductions?

• Yes, confirm when to expect the first/next payment and go to Step 4
• No, go to Step 5

• End the current arrangement by 'S'electing the broken activity from the Activity List (AL) screen and press [Enter]
• 'S'elect the AGY/BKN activity from the Payment Arrangement List (OPAL) screen and press [Enter]
• On the Agency Recovery (OPAY) screen, key 'T' for today in the Cease Date field to end the arrangement
• 'S'elect the AGY CAN arrangement from the OPAL screen
• Go to the OPAY screen and key 'T' for today in the Request Date field
• Record the details on a DOC using Fast Note

Procedure ends here.

End the current arrangement by 'S'electing the broken activity from the Activity List (AL) screen and press [Enter].

• 'S'elect the AGY/BKN activity from the Payment Arrangement List (OPAL) screen and press [Enter]
• On the Agency Recovery (OPAY) screen, key 'T' for today in the Cease Date field to end the arrangement
• Negotiate a new recovery arrangement

Procedure ends here.

Has International Services (CIS) indicated through a DOC, that debt recovery by New Zealand is no longer possible?

• Yes, see Step 1 in Table 2
• No, go to Step 7

Create a DOC using the National Script, Debt Rec: Refer Debt to Outside Agency/Ask New Zealand to Recover Debt.

If this script is unavailable, create a DOC using Fast Note. Use the following suggested text:

• in ServRsn field, key 'DMN'
• in the Source field, key 'FRE'
• in the Tfr To field, key 'WFI'
• in the Keywords field, key 'NZ-OVP', and
• in the Sum field, key 'Details of debt/s sent to CIS to request recovery from NZ benefit'
• in the Txt field, record the relevant details for every debt/s for the following, using this format:
• 'Australian Benefit Type:'
• 'Australian Debit Number:'
• 'Balance of Overpayment:'
• 'Period of Overpayment:'
• 'Reason for Overpayment:'

Note: do not finalise this DOC.

On receipt of the DOC, CIS will attempt to confirm if the customer is still in New Zealand.

Procedure ends here.

Consider whether further recovery action is cost effective or whether temporary write off is more appropriate.

Consider the amount owed, assets and bank accounts. Liaise with CIS may be necessary to determine if the customer is still living overseas. See Recovering Centrelink debts from customers living overseas.

Do investigations indicate that further recovery action is cost-effective?

• Yes, go to Step 2
• No, go to Step 3

This may include:

• negotiating a new recovery arrangement, or
• taking garnishee action, or
• taking legal action

Procedure ends here.

Temporarily write off the debt

Record all details on a DOC using Fast Note.