Raising Child Care Subsidy (CCS) debts in Process Direct 107-19060353

Find and select the customer in Customer Summary:

• open the Debt Application
• launch Debt Management

The Debt List screen in Process Direct will show all:

• undetermined debts
• determined debts, and
• finalised debts

On the Debt List screen select:

• the Debt Case ID number
• > Raise Debt

On the Raise Debt screen, under basic details, the Debt Type will default to CCS. This is the only debt type raised in Process Direct.

Select the Debt reason from the drop down menu.

The section of the Act will show unless there is more than one option.

Select the appropriate section of the Act from the drop down menu:

• FRU - Fraud
• DCS - Dependent children/students
• IDB - Incorrect date of birth

See Safeguarding customer privacy when raising and recovering debts, before issuing the Account payable letter. Take the appropriate actions to protect the customer's privacy.

To suppress the automatic account payable advice, select the Suppress S77 Entitlement checkbox.

If suppressing the advice:

• create a manual account payable advice
• upload the advice to the customer's record

Complete this step after raising the debt (see Step 11).

This will show all components that make up the total debt Debt Document Id:

• Component: ACCS/CCS and the type of provider (for example, Family Day Care, Centre Based care, etc.)
• Service: the service provider’s name
• Child Name
• Start and end date of period: (if the start and end date is the same, the debt is only for one day in the period, not multiple days)
• Component Amount
• Status: denotes if the debt component amount is outstanding or if the amount has been offset

Note: there may be multiple children and/or Service Providers with different components of care. This information is populated from the entitlement system due to changes in the customer's circumstances.

The Summary field is mandatory. Key all of the details for the debt. For example, ‘Debt raised for $500.30.’

Use the Content field to record the details of:

• the debt investigation
• the changes in circumstances causing the debt, and
• the contact made with the customer due to the debt

Record any further details in the Content field.

Select Add to add any documents that support the debt evidence.

Select Browse to locate the file to upload.

The Document Name Field is mandatory. Record any further details about the document under the Description field.

After updating all of the details, select Submit. Complete all mandatory fields. If they are not complete, they will highlight with a red outline and error message(s) will display.

The Confirm Debt Details screen will show. Check the details on this screen and select Submit again.

If there are any errors (for example, no delegation or DMIS record locked) these will show. Address these errors before submitting the debt.

Once finalised, the system will allocate the determined debt a DMIS Debt ID number. Details of the debt will be on both the Debt List and Debt Summary screens via the Debts icon in Process Direct and in DMIS.

For more information, see Debt Management and Information System (DMIS) screens.

If the automatic account payable has been suppressed, create and upload a manual account payable. This should only be done if approved by a supervisor.

Select:

• the determined debt from the Debt list
• the Correspondence icon
• Upload Correspondence

Complete the Upload Correspondence fields:

• Correspondence Type: 'Debt Advice Manual'
• File (browse to select saved account payable)
• Correspondence Name: for example, Manual Account Payable
• Description: details of why letter has been manually created

Select Submit when the fields are completed

The letter will show on the Correspondence screen with the:

• Created date (date uploaded)
• Correspondence type
• Correspondence Name
• Description (if entered)

The Status should show as generated.

Print and post the account payable advice to the customer.

Add an external reference from the drop down menu:

• Appeal ID
• Compliance ID
• Investigation ID
• Other

Complete the ID field if selecting an external reference type.

Find and select the customer in Customer Summary to place the customer in context. The customer's name and CRN will display in the header:

• open the Debt Application
• launch Debt Management

Only add a debt manually when a retrospective customer update does not create an undetermined debt.

Select > Raise Manual Debt.

On the Raise Debt screen, under basic details, the Debt Type will default to Child Care Subsidy (CCS). This is the only debt type raised in Process Direct.

Select the Debt reason from the drop down menu.

The section of the Act will show unless there is more than one option.

Select the appropriate section of the Act from the drop down menu:

• FRU - Fraud
• DCS - Dependent children/students
• IDB - Incorrect date of birth

See Safeguarding customer privacy when raising and recovering debts, before issuing the Account payable letter. Take the appropriate actions to protect the customer's privacy.

To suppress the automatic account payable advice, select the Suppress S77 Entitlement checkbox.

If suppressing the automatic account payable advice:

• create a manual account payable advice
• upload the advice to the customer's record

Complete this step after raising the debt (see Step 11).

Select Add to add additional details to the debt component fields:

• Component: ACCS/CCS and the type of provider (for example, Family Day Care, Centre Based care, etc.)
• Child Name: Name of the child the debt component relates to
• Start and end date of period: If the start and end date is the same, the debt is only for one day in the period, not multiple days
• Component Amount

Select Add to add further components and amounts.

If the details entered are incorrect, select Delete to delete the component line.

The Summary field is mandatory. Enter all of the details for the debt. For example ‘Debt raised for $500.30.’

Use the Content field to record the details of:

• the debt investigation
• the changes in circumstances causing the debt, and
• the contact made with the customer due to the debt

For manually added debts, record:

• why an update to customers circumstances did not create an automatic debt on the record, and
• the details of the service provider and the child. This cannot be added to the component details

Record all other relevant details in the Content field.

Select Add to add any documents that support the debt evidence.

Select Browse to locate the file to upload.

The Document Name Field is mandatory. Record any further details about the document under the Description field.

After updating all of the details, select Submit. Complete all mandatory fields. If they are not complete, they will highlight with a red outline and error message(s) will show.

The Confirm Debt Details screen will show.

Check the details on this screen and select Submit again.

If there are any errors (for example, no delegation or DMIS record locked) these will show. Address these errors before submitting the debt.

Once finalised, the system will allocate determined debts a DMIS Debt ID number. The details of the debt will be on both the Debt List and Debt Summary screens via the Debts icon in:

• Process Direct, and
• Debt Management and Information System (DMIS)

If the automatic account payable has been suppressed, create and upload a manual account payable. This should only be done if approved by a supervisor.

Select the determined debt from the Debt list and once the details show, select the Correspondence icon:

• select Upload Correspondence
• complete the Upload Correspondence fields:
• Correspondence Type: 'Debt Advice Manual'
• File (browse to select saved account payable)
• Correspondence Name: for example, Manual Account Payable
• Description: details of why letter has been manually created
• select Submit when the fields are complete

The letter will show on the Correspondence screen with the:

• Created date (date uploaded)
• Correspondence Type
• Correspondence Name
• Description (if entered)

The Status should show as generated.

Print and post the account payable advice to the customer.

Add an external reference from the drop down menu:

• Appeal ID
• Compliance ID
• Investigation ID
• Other

Complete the ID field if selecting an external reference type.

Find and select the customer in Customer Summary:

• select the Debts icon
• launch Debt Management

The Debt List screen in Process Direct will show all:

• undetermined debts
• determined debts, and
• finalised debts

On the Debt List screen, select the Debt Case ID.

If the debt is written off, update the debt status by ending the write off. See Recovering Child Care Subsidy (CCS) debts in Process Direct. Go to Step 3.

Check the Repayments screen to identify the repayment source.

Does the debt source include CSK or CSW repayments?

• Yes, refer the customer record to the CCS Reconciliation team via email for investigation. Procedure ends here
• No, check waiver amount. Go to Step 4

Confirm the amount to be waived is correct. Check the debt waiver amount against the amount on the reconciliation dashboard.

If the debt amounts:

• are different, only waive the debt amount that is on the reconciliation dashboard. Go to Step 5
• match, waive the debt. Go to Step 5

Select > waive debt > select the waive reason from the drop down menu.

The section of the Act will default based on the waiver reason selected.

The waiver type has 3 options:

• Full waiver: the total amount of the debt will be waived. Any repayments applied to the debt will be over-recovered
• Outstanding balance: the amount of the debt that is outstanding will be waived
• Partial waiver: a percentage or an amount of the debt can be waived

If selecting a partial waiver, determine the proposed percentage or amount:

• Propose Percentage:
• select the propose percentage tab to key a percentage
• select the arrow to apply the percentage to waive
• Propose Amount:
• select the propose amount tab to enter an amount
• select the arrow to apply the amount to waive

The waived amount will update and adjust each component to show either the amount of the percentage or dollar amount entered. This will be pro-rata across all of the components.

The Summary field is mandatory. Enter the reason for the waiver.

Record any further details in the Content.

Select Add to add any documents that support the waiver reason.

Select Browse to locate the file to upload.

The Document Name Field is mandatory. Record any further details about the document under the Description field.

After updating all of the details, select Submit. Complete all mandatory fields. If they are not complete, they will highlight with a red outline and error message(s) will show.

The Confirm Waiver Details screen will show.

Check the details on this screen and select Submit.

If there are any errors (for example no delegation) these will show. Address these errors before submitting the debt.

After recording the waiver, 'Waiver for $dd.cc created' will show.

The Debt Details screen will have the waived amount in Process Direct and in DMIS.

The Waiver screen (selected via the Waiver icon) will show the details of all waivers for the debt.

If a refund will occur as a result of the waiver, check the customer’s record for a current bank account on the Payment Destination Details screen.

See Payment destination to request bank account details from the customer.

Find and select the customer in Customer Summary:

• select the Debts icon
• launch Debt Management

The Debt List screen in Process Direct will show all:

• undetermined debts
• determined debts, and
• finalised debts

On the Debt List screen, select the Debt Case ID.

If the debt details do not show, select Debt Details.

Select > Adjust Debt. This is available for debts with a status of:

• DET - Determined
• FRE - Finalised Recovered

On the Adjust Debt screen, complete the following details:

• Basic details:
• Debt Reason: the debt reason can be changed if incorrect
• Adjust reason: is a mandatory field. Update this field to show the reason for adjusting the debt Debt Components: Each component amount can be increased or decreased by over writing the amount in the component amount field

Change the component details to the original details by selecting Revert.

Select Add Manual Component to add a new component to the debt.

Add all of the details of the new component. Details of the component include:

• Component
• Service
• Child
• Start date
• End date
• Component Amount

Select Delete to delete the new component details if needed.

The Summary field is mandatory. Enter all of the details for the reason for the debt adjustment. For example 'result of ARO/ART review'.

Record any further details in the Content field.

Select Add to add any documents that support the debt adjust reason.

Select Browse to locate the file to upload.

The Document Name Field is mandatory. Record any further details about the document under the Description field.

After updating all of the details, select Submit.

Complete all mandatory fields. If they are not complete, they will highlight with a red outline and error message(s) will show.

The Confirm Debt Details screen will show.

Check the details on this screen, if:

• correct, select Submit
• not correct, select Cancel. Make any other updates and submit again

The Debt Details screen will show the new adjusted amount in Process Direct and DMIS.

The Adjustment screen (selected via the Adjustments icon) will show the details of all the adjustments for the debt.

Find and select the customer in Customer Summary:

• select the Debts icon
• launch Debt Management

The Debt List screen in Process Direct will show all:

• undetermined debts
• determined debts, and
• finalised debts

On the Debt List screen, select the Debt Case ID.

If the debt details do not show, select Debt Details.

Select:

• Waiver to view the details of the waived debt
• Waiver Details on the line that is to be reversed. The Waiver Details will show
• Reverse to reverse the waiver
• Reverse Reason: from the drop down menu:
• DAR - Debt amount adjustment required
• WIE - Waived in error

The Summary field is mandatory. Enter all of the details of the waiver reversal.

Record any further details in the Content.

Select Add to add any documents that support the waiver reversal reason.

Select Browse to locate the file to upload.

The Document Name field is mandatory. Record any further details about the document under the Description field.

Complete all mandatory fields. If they are not complete, they will highlight with a red outline and error message(s) will show.

At the Confirmation screen, select:

• Yes to continue
• No, to show the Reverse Waiver screen. Select Cancel to cancel all updates

Once submitted, 'Waiver amount of $dd.cc reversed' will show.

The Debt Details screen will show the update in Process Direct. DMIS will also show the updated information.

The Waiver screen (selected via the Waiver icon) will also show the details of all waiver reversals for the debt. The status will show as reversed.