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Actioning broken agency recovery arrangements 107-05040050

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For Debt Staff.

This document outlines how to action broken agency recovery arrangements. The agents are the Department of Veterans' Affairs (DVA) or a Ministry in New Zealand.

On this page:

Actioning broken agency recovery arrangements

Cost effective recovery or temporary write off

Actioning broken agency recovery arrangements

Table 1

Expand table
StepAction

1

Locate broken recovery arrangements

Use the Debt Recovery script when actioning a debt.

Locate broken recovery arrangements on Workload Management in Customer First.

2

Is the agency arrangement with the Department of Veterans' Affairs (DVA)?

3

Department of Veterans' Affairs (DVA)

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?

4

Reset the agency recovery arrangement

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.

5

Cease the agency recovery arrangement

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.

6

Recovery from the Ministry of Social Development (MSD) in New Zealand

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

7

Create a DOC using the National Script

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 these fields:

  • ServRsn, key DMN
  • Source, key FRE
  • Tfr To, key WFI
  • Keywords, key NZ-OVP, and
  • Sum, key Details of debt/s sent to CIS to request recovery from NZ benefit
  • Txt, record the relevant details for each debt 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.


Cost effective recovery or temporary write off

Table 2

Expand table
StepAction

1

Determine appropriate action

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?

2

Taking cost effective action

This may include:

Procedure ends here.

3

Temporary write off

Temporarily write off the debt

Record all details on a DOC using Fast Note.