For staff undertaking debt recovery.
Contacts
Debt and Compensation Program (DCP) Branch and Payment Assurance Operations (PAO) contacts
mySupport
Use this webform to request the Centrelink Payments Support Team (CPST) to stop a customer payment:
- go to mySupport
- search Stop > select Stop Customer Payment
- complete and Submit the webform
All ICT issues relating to Farm Household Allowance (FHA)
Use the FHA issues webform to request a stop payment:
- go to mySupport
- search FHA > select Farm Household Allowance (FHA) issues > What is the issue? > Block Payment
- complete and Submit the webform
Forms
Notice to prepare a Refund Account (SF030)
Note: delete any files containing customer information from local drive(s) after use.
Payment systems
Table 1
Payment Systems | Debt Benefit Types |
NSS | - Austudy (student and apprentice)
- JobSeeker Payment
- Youth Allowance (student, jobseekers and apprentice)
|
PEN | - Age Pension
- Carer's Payment
- Disability Support Pension
- Parenting Payment Single
|
FAO | - Child Care Benefit
- Child Care Rebate
- Family Tax Benefit
|
ISS | - ABSTUDY - ISS (in the Nxt field, key SVABY)
- Assistance for Isolated Children (AIC) - ISS (in the Nxt field, key SVAIC)
- Dad and Partner Pay - ISS (in the Nxt field, key SVDAP)
- Carer's Allowance - ISS (in the Nxt field, key SVCDA)
- Disaster Recovery Payment/Allowance - ISS (in the Nxt field, key SVAAA)
- Essential Medical Equipment - ISS (in the Nxt field, key SVMEP)
- Farm Household Allowance (FHA) - ISS (in the Nxt field, key SVFHA)
- Mobility Allowance - ISS (in the Nxt field, key SVMOB)
- Paid Parental Leave - ISS (in the Nxt field, key SVPPL)
- Pension Education Supplement - ISS (in the Nxt field, key SVPES)
Note: access ISS payment systems by keying the relevant code in the Nxt field |
PGA | Parenting Payment Partnered |
SHC | Seniors Supplement Payment |
Exception activities
Table 2
Exception name | Note found on AY screen |
Deceased customers | Unable to action - deceased record |
Display on access DOC multiple records | Process unable to continue for <CRN> because of multiple CRN issue |
Multiple and intertwined records | Process unable to continue for <CRN> because of multiple CRN issue |
Restricted access customer | Process unable to continue for <CRN> because CRN access is restricted |
Activity has been submitted to QOL | Activity was selected for QOL assessment. Where activity is not completed, please correct any issues and finalise |
Started activity on the Customer's record | Activity cannot be completed. Task already started by another activity for the client |
Activity is unable to be completed/ finalised | Customer First Error when finalising: <CF Exception Message> |
CIMS - Customer Incident Management | Process unable to continue for <CRN> because CIMS is displayed for the CRN |
Current CRN/Activity ID combination exists in orchestrator | A transaction with the same CRN and activity ID has been processed recently (between <yesterday date and time> and <today date and time>) |
High value debt team intervention required | Unable to action - 'Do not discuss debt recovery' DOA on record |
Bankruptcy team intervention required | Bankruptcy team intervention required |
SAP refund, intervention required | Unable to action - Processing of over recovered SAP debts is only undertaken by specialist teams |
FAO debt, potential non-lodger | FAO debt, potential Non-lodger. Staff intervention required |
Repayments less than debt total | Repayments made on debt are less than total for this debt. Staff intervention required |
Interest charged is negative | The interest charged on debt amount is negative. Staff intervention required |
Repayment made 12 months+ after debt finalised | Repayment made to debt that has been finalised for more than 12 months. Staff intervention required |
Cannot locate current bank details | Unable to identify recent bank account details for customer |
Debt is pending recovery action | Debt pending recovery action. Unable to complete over recovered activity |
Customer confirmation required to transfer over recovered amount | Customer confirmation required before transferring over recovered funds |
Source of over recovered funds = 3rd party agent | Repayment was made via a third party agent extra approval is required |
Transfer from debt unable to be processed | Unable to transfer funds from over recovered debt. Staff intervention required |
PYAJ refund unable to be processed | Unable to finalise refund to customer. Staff intervention required |
Another outstanding debt exists | Bot unable to process re-allocation to other outstanding debts until next release |
Unknown exceptions | An unexpected error is preventing this activity being processed. Please investigate. For manual user intervention |
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