Debt repayments not on the customer’s record 107-05150000
For Debt Staff only.
This document outlines locating debt repayments that are not showing on the customer's record.
On this page:
Locating payments not on the customer's record
Australia Post, direct debit, BPAY® or Money You Owe repayments
Locating payments not on the customer's record
Table 1
Step |
Action |
1 |
Check Debt List (OPDL) screen + Read more ... Check the repayment History (OPRH) screen for the payment. There can be more than one page of debts on the OPDL screen. Payments may split over multiple debts. Search all debts. For example a payment of $500 may have been split over multiple debts. $300 went to Debt A, $100 went to Debt B and $100 went to Debt C. Does the customer have more than 1 debt on the OPDL screen?
|
2 |
Check all debts + Read more ... Check the Repayment History (OPRH) screen for each debt, including finalised debts. Was the payment located?
|
3 |
Payment details + Read more ... Ask the customer for:
|
4 |
Processing time + Read more ... Most payments take at least 3 working days to show on a customer's record. Cheques and money orders will take longer when posted. Allow at least 10 days. Has enough time passed for the payment to display on the customer's record?
Procedure ends here. |
5 |
Payment method + Read more ... |
Australia Post, direct debit, BPAY® or Money You Owe repayments
Table 2
Step |
Action |
1 |
Payment method + Read more ... For payment method:
|
2 |
Australia Post + Read more ... Does the customer have a receipt?
Procedure ends here. |
3 |
Receipt details + Read more ... The receipt must show Services Australia – Centrelink. The receipt must have the same customer reference number as the Extra Details (OPXD) screen. Does the receipt show Services Australia with the correct reference number?
|
4 |
Customer to contact Australia Post office/outlet + Read more ... If the customer paid someone else in error, the customer must correct the error:
Procedure ends here. |
5 |
Direct Debit + Read more ... Confirm the deduction has occurred. Check the customer's bank statement. The statement will show a reference number for the deduction. This should match the reference number on the OPXD screen. Did the payment deduct from the customer's account?
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6 |
Check account details + Read more ... Go to the Direct Debit (OPVD) screen. Check the account details and start date of the deduction. Are the account details correct and has the deduction commenced?
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7 |
BPAY + Read more ... Does the customer have a BPAY receipt number?
Procedure ends here. |
8 |
Check Biller Code used + Read more ... Check the customer has used the correct Biller Code, see General Centrelink debt recovery information. If the customer used another biller code by mistake, the customer is responsible for correcting the error. Has the customer used the correct Biller code?
Procedure ends here. |
9 |
Money You Owe + Read more ... Credit and debit card payments made via
Check manage receipt in Process Direct:
See also Process Direct navigation, common screens and functions Resources page Table 4 and Table 6. Is the Payment showing in Manage Receipts?
|
10 |
Payments made 48 hours ago or more + Read more ... Did the customer make the payment more than 48 hours ago?
Procedure ends here. |
Withholding (WHS) repayments
Table 3
Step |
Action |
1 |
Check the Payment Summary (PS) screen + Read more ... Ensure the correct system is used to view the payments:
Does the PD screen show a WHS amount in the deduction column?
|
2 |
Income support or Reconciliation payment type + Read more ... Check the payment type field on the Payment Details (PD) screen. Is the payment type for reconciliation?
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3 |
Check the Withholding Instruction (OPWH) screen + Read more ... Go to the Payment Arrangement List (OPAL) screen. Check the start and end date of the WHS arrangements. Did the WHS arrangement start before the date of the deduction?
|
4 |
Check the deductions hierarchy + Read more ... WHS will only apply if there is enough money after:
See General Centrelink debt recovery information for the Deductions from payment hierarchy. Are there enough funds remaining in the customer's payment for WHS to apply?
Procedure ends here. |
5 |
Processing delay + Read more ... WHS should apply to a debt on the same day a customer received their payment. Occasionally there may be a delay. Have 3 business days passed since the delivery date on PS screen?
Procedure ends here. |
6 |
FAO offsetting WHS + Read more ... Withholdings from Reconciliation payments will not display on the OPAL screen. Locate the WHS destination:
Any amount withheld will show under the current and other years debt withheld section. WHS did not apply to the reconciliation payment if no amounts display. Did WHS apply to the reconciliation payment?
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7 |
Locate the WHS Debt ID + Read more ... Check the OPRH screen of each debt listed on FWDC. If the debt does not show on OPDL check Parked Debt List (OPDLP) screen. Were the WHS located?
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Escalation
Table 4
Step |
Action |
1 |
Debt Staff or Quality Development Officers (QDO) + Read more ... For:
|
2 |
Escalate to QDO + Read more ... To refer to a QDO:
Procedure ends here. |
3 |
Investigate + Read more ... Check the record for the missing payment, using the details provided by the customer. This includes:
Was the payment located?
|
4 |
Further intervention + Read more ... Do not manually correct any payments. If the payments are not located, or requires further intervention to correct, refer the enquiry to the appropriate area. Does the payment require further intervention?
Procedure ends here |
5 |
Specialist areas + Read more ... If a payment cannot be located or requires action by a specialist team refer the enquiry to the relevant team. For:
|
6 |
MySupport + Read more ... Lodge a mySupport request. Refer the following details to Debt and Compensation Program Branch:
Procedure ends here. |
7 |
Refer details to the Debt Administration and Bankruptcy Team + Read more ... Refer the following details to the Debt Finance Team:
Procedure ends here. |