Case managed debt recovery 107-20112320

For:

• new cases, see Step 2
• existing cases, see Table 2
• an inbound call, see Table 2 > Step 6
• a returned QSS40 or Q609, see Table 3 > Step 6
• closing a case, see Table 5
• SRT archiving arrangements, see Table 5
• TRT, refer possible archived cases to the team positional mailbox for archiving consideration

Cases are assigned through individual case allocation or by selecting Ready in Workload Management (WLM). Review the customer record to determine if the case is suitable for case managed recovery. Consider:

• benefit status
• if the debt has been permanently written off
• the outstanding balance
• if the customer is already case managed

If the case is not suitable for case managed recovery, discuss this with the Operational Leader (OL). The OL may unassign the customer if appropriate. Litigation case managers may also unassign a customer if appropriate after discussion with the Senior Litigation Officer.

Create a DOA DOC to show who is managing the customer, where to transfer customer calls and debt recovery activities:

• complete these fields:
• Service Reason:,DMN
• Who: CSO
• Source: INT
• Receipt Date: today’s date
• Channel: INT
• DOA DOC: SCC
• Expiry: 5 years from today's date
• Ext Detail: DO NOT DISCUSS DEBT RECOVERY
• Text: see the Resources page for individual teams DOA DOC

The Actor Relationship creates a workload manager relationship between a case manager and individual Customer Reference Number (CRN), it:

• directs work items to the case manager, and
• prevents work items from allocating to other Debt staff

The Work Optimiser manages the Actor relationships.

Note: an allocation group is required before applying the actor relationship. See Work Optimiser for staff. This is completed by either a Team Leader (TL) or OL.

To add an actor relationship:

• open Work Optimiser
• select Actor Relationship Management:
• key the allocation group name in the Allocation group selection search field. For example, DMB CMR01
• select the relevant allocation group on the left toolbar
• select Edit (bottom toolbar) > Work Types > Add the following work types:
• ZALL_DMB_RA_OREC
• ZALL_DMB_RA_DTH_LET
• ZALL_PI_DEBT_DEC_RCV
• ZALL_PI_RCV_DPO
• ZALL_PI_RCV_HIGH_V
• ZALL_PI_RCV_ORG
• ZALL_RCV_ADV_DOC
• ZALL_RCV_GARN
• ZALL_RCV_INT_CHG
• ZALL_RCV_ORECOVERED
• ZDMS_QSS40
• ZALL_RCV_ACT
• ZALL_RCV_APL
• ZALL_RCV_STP
• ZIAM_RCV_BKN
• ZALL_RCV_CALL
• ZIAM_RCV_DVA
• ZIAM_RCV_GEN
• ZIAM_RCV_NOARR
• select Actors > Edit
• copy assigned case managed CRN's and paste into Actors field:
• select the Arrow button
• select Save. Note: any CRNs that have an actor relationship with another case manager will show as a conflict. The changes will not save. Liaise with the other case manager and remove the conflict CRN's
• select OK > Save > Return work items that no longer match group to pool > OK > OK on the Success box to save changes

Create a customer case file to record search results, checklists and garnishee submissions, letters of demand submissions, briefs and other customer related correspondence:

• access the team's local G drive
• open the Case Files folder
• find and open the alphabetical folder for the customer's surname. For example, open 'H' for Jasmine Henry
• right click to Add new folder:
• name the folder using the customer's name. For example, HENRY, Jasmine > [Enter]

Save all documents using format YYYY-MM-DD - SURNAME, First name - Action. For example, ‘2020-10-01 - SMITH, Mary - SRT/TRT referral’.

Check for information about the customer's capacity to pay, such as:

• Case Selection Campaign
• Current Vulnerability Indicator
• Home Ownership. Check the DL screen for any property searches and Real Estate and Business (REBS) screen for details
• Combined adjusted taxable income for FAO purposes
• Total Assets
• Interpreter Indicator
• Preferred Interpreter Language
• Savings Summary (SVS) and Shares and Securities Summary (SIS) screens
• Document Tools
• Referral submissions

Before contacting the customer, prepare for the call by reviewing these screens:

• Debt List (OPDL) for current debt balance, debt types and debt status
• DL for recent DOCs and letters sent
• Payment Arrangement List (OPAL) for current and previous arrangements
• General Information (OPGI) and Account Payable (OPAOD) for debt reason
• History Summary (HS) for recent notices issued
• Key Dates (OPKD) for historical list of notices
• Document Tools for scanned documents
• ACE ODR Retrieval for historical letters and DOC's
• Income and Assets (ITS) for savings and assets
• Payment Destination Summary (PAS) and Payment Summary (PS) for payment destination and account details
• Review Summary (IRRS) and Earnings Summary (EANS) for employment details
• Immigration Advised Movements (RSIM) for overseas travel history
• Telephone Summary (TDS) for contact numbers
• Address Summary (ADS) for address details
• Nominee Link Summary (NOLS) for nominee arrangements
• Online Search (OLS) facility for current and historical Centrelink customer data and limited data from the Australia Electoral Commission (AEC) and Medicare Australia (HIC)
• Electronic White Pages (EWP) for other contact numbers. See the Resources page for a link

The SRT/TRT case manager may choose to:

• save any relevant information and documents in the customer case file and case summary document
• create a manual review if no current activity on case, making notes for future follow up action

Send a pre-call SMS before every contact attempt if the customer:

• has a telephone number on record, and
• is subscribed to receive SMS messages via Electronic Messaging. See Centrelink letters online and Electronic Messaging

Make 2 genuine attempts to contact the customer on all available numbers. Review the ACCC guidelines to ensure contact attempts are not excessive. See the Resources page for a link.

If the contact attempt:

• is successful with customer engagement, go to Step 6
• did not result in a successful engagement with the customer, DOC the attempt using the Unsuccessful Engagement Fast Note and check the AL screen. If there is:
• an open No Arrangement activity on the AL screen
• hold the activity for 2 business days

If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 2 days from date debt raised
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Following the 2 contact attempts and the No Arrangement activity/RVR falls due again, consider if:

• it is likely the customer may not be aware of their debt, go to Step 4
• the customer is aware of their debt, go to Step 5

If it is likely the customer may not be aware of their debt(s), use the Debt Recovery script to send a Q164 letter. This gives the customer 14 days to respond.

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

Include the address to which the letter was sent in the DOC created via the Debt Recovery script.

Hold the No Arrangement activity on the AL screen for 14 days plus additional delivery days depending on the customer’s location.

If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 14 days plus additional delivery days depending on the customer’s location
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

If the customer is aware of their debts, use the Debt Recovery script to send a 'Contact letter with final option' (Q190) as this gives the customer 14 days to respond. See Safeguarding customer privacy when raising and recovering debts, before issuing the contact letter. Take the appropriate actions to protect the customer’s privacy.

Include the address to which the letter was sent in the DOC created via the Debt Recovery script.

If the script created a held DMN/DOC activity on the AL screen, finalise the activity.

Hold the No Arrangement activity on the AL screen for 14 days plus additional delivery days depending on the customer’s location.

If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 14 days plus additional delivery days depending on the customer’s location
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Safeguard the customer's privacy before discussing the reason for the call. See Calling a customer or returning a customer's call and Call and screen recording - information and access.

Discuss the current outstanding balance and any payment arrangements.

If the customer queries the debt reason, ask them what they would like to do or know about the decision. Ask appropriate questions to understand the customer's enquiry so their concerns can be addressed or referred to the relevant business area.

Staff can contact local leadership if the matter is complex or if they need support to give a satisfactory response to the customer.

If the customer does not request a review, continue with the debt discussion, go to Step 7.

If the customer requests a further explanation of the debt or a review:

• as they do not:
• understand the decision and wants to request an explanation, record the request for explanation
• agree with the decision and wants to apply for a formal review, record the application for formal review
• record a summary of the call on a DOC using the Successful Engagement Fast Note
• hold the No Arrangement activity on the AL screen for 3 months.
• if there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
• Service Reason: DMN
• Review Reason: REV
• Due Date: 3 months
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Procedure ends here.

Complete the Arranging cash repayments to recover debts process.

If an acceptable arrangement is not negotiated, go to Step 8.

TRT

If the customer entered into an acceptable payment arrangement, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: when the fourth payment is expected to be receipted
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

If no further action is required, refer the CRN to the team positional mailbox for the OL to consider archiving the arrangement.

SRT

If the customer entered into an acceptable payment arrangement, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: date when the third payment is expected to be receipted
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

The case manager can review and where appropriate, close the case.

An interim payment arrangement is based on a customer's individual financial circumstances. These arrangements can be reviewed as a customer’s circumstances change.

If there is doubt about the customer’s financial circumstances, following the financial assessment conversation, a more detailed financial assessment may be conducted.

See Financial circumstance assessment for debt recovery.

If the customer has completed the financial circumstance assessment and entered into an interim arrangement, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 1 month from date debt raised
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

One month will allow time to complete capacity searches. Case managers should aim to establish capacity before the pause expiry date and/or future customer contact.

Otherwise, go to Step 9

Document the call including if the customer intends to call back at a more suitable time for them or refused to enter an arrangement.

Hold the No Arrangement activity on the AL screen for the date the customer has agreed to call back.

Did the customer refuse to enter into a repayment arrangement?

• Yes, use the Refusal to Pay Fast Note to record discussion, including warnings
• No, use the No Arrangement Fast Note noting when customer advised they would call back to enter arrangement

If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 1 month from date debt raised or date the customer has agreed to call back/check on progress
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Check the customer's record to locate the customer’s FI accounts by reviewing these screens:

• SVS for savings
• PAS for Payment Destination Summary
• OPAL for Arrangement list
• SVIS for Direct Investment Summary
• SIS for Investment Summary
• PS for Payment Summary
• Document Tools for scanned documents

Was an account located that requires further information from the FI?

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

Use the Financial Information Exchange (FIE) tool to request account information from the Commonwealth Bank. See Electronic Data Exchange with Financial Institutions tool.

Send a manual letter using the approved Notice to third parties for information QSS40 letter template (refer to the SharePoint Bank List for correct entity and address details if applicable), and:

• complete these fields:
• Service Reason: DMN
• Third party addressee: third party name
• Third party address: third party address
• SMTS: select option 1 unless addressees name is known
• AUTH1: select the option for the relevant Act
• DBTENQ: 2
• Questions: include the relevant questions as outlined in the Notice to third parties for information QSS40 letter template
• review the letter and make sure it is correct
• ensure the letter contains the correct return contact number for your team
• print the letter when it is ready
• if completing the letter in Customer Record, key FIN in the Command field and press [Enter]
• the HS screen will show the letter

DOC the record and include the details and relevant legislation for requesting the information.

Hold the No Arrangement activity on the AL screen for 15 days.

If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 15 days from date debt raised
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Attempt to locate an employment lead through:

• Employment Income Summary (EANS)
• data matches (Tax File Number Declaration Form (TDF) or Single Touch Payroll (STP). Note: STP can only be used if an STP MFU has generated
• returned FI correspondence
• previous recovery DOCs
• Document Tools

Ensure the employment information relates to the customer and not the partner.

If a data match identifies a potential employer, the customer must be notified of the match via a Q289 letter before any contact is made with the employer. This includes calling the potential employer to speak to the customer at work.

See Single Touch Payroll debt recovery data match or Tax File Number Declaration Form (TDF) Debtor matching reviews.

Was an employment lead located?

• Yes:
• for data matches go to Single Touch Payroll (STP) or Tax File Number Declaration Form (TDF) Debtor matching reviews. See Single Touch Payroll debt recovery data match or Tax File Number Declaration Form (TDF) Debtor matching reviews
• for other employment leads, go to Step 4
• No, if a QSS40 was:
• issued, go to Step 6
• not issued or not required, go to Step 11

Make 2 genuine attempts to contact the customer via the employer over 2 days.

Was the customer contacted?

• Yes, to:
• code an arrangement, see Arranging cash repayments to recover debts
• code a write off, see Temporary write off of Centrelink debts
• send a Q609, go to Step 5
• No, go to Step 5

All requests for information from an employer must be in writing. Do not request this information over the phone.

Use the Debt Recovery script to issue an 'Ask employer for employment details' (Q609) letter. Address to 'Attention Payroll' and mark 'Private and Confidential'.

DOC the record, including the address to which the letter is sent.

Hold the No Arrangement activity on the AL screen for 15 days. If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 15 days from date debt raised
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

To review returned correspondence, check Customer First:

• Document Tools for returned QSS40 and Q609 correspondence:
• case managers will receive a work item in their Workload Manager Inbox
• see Viewing Centrelink customers' digital images
• Third Party Information Summary (TPIS): for requests sent through the Financial Institution Exchange (FIE) tool:
• a DOC will also show on the DL screen
• see Electronic Data Exchange with Financial Institutions Tool

After reviewing the information, DOC the record and close the scanned image.

Does the returned correspondence provide new customer contact details, employment information or financial institution relationships?

• Yes, attempt to contact the customer or employer using the new information including:
• making 2 attempts to contact the customer on a new number
• sending a Q190 letter to a new address
• sending a Q609 to a new potential employer
• sending a QSS40 to a new financial institution or third party
• No, for a:
• returned QSS40, go to Step 7
• returned Q609, go to Step 8
• if both are received, go to Step 7

Consider if a Financial Institution (FI) garnishee is appropriate, see:

• Garnishees
• Financial Institution (FI) garnishees to recover debts

Is a FI garnishee appropriate?

• Yes, go to Step 9
• No, go to Step 8

Consider if a wage garnishee is appropriate, see:

• Garnishees
• Garnishee of continuing income to recover debts

Is a wage garnishee appropriate?

• Yes, go to Step 10
• No, go to Step 11

Complete the bank garnishee submission template. Save the submission in the customer case file. Send the completed submission to an Operational Leader (OL) for review and approval. SRT/TRT litigation case manager may approve their own bank garnishee as APS 5.

A Debt Redress Check must be actioned and approved before implementing the garnishee.

Hold the No Arrangement activity on the AL screen for 5 days.

If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 5 days from date debt raised
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Did the OL approve the garnishee submission?

• Yes, go to Step 10
• No, if a garnishee is:
• appropriate, but needs further action, complete additional action and resubmit
• not appropriate, go to Step 11

For:

• FI garnishee, see Financial Institution (FI) garnishees to recover debts
• wage garnishees, see Garnishee of continuing income to recover debts

Is the debt paid in full?

• Yes, go to Table 5 > Step 1 to finalise case
• No. If there are:
• any further recovery options, pursue these
• no further recovery options with recovery options exhausted (ROE). Go to Table 5

Check if a customer owns property. Go to:

• Real Estate Business Summary (REBS) screen
• Accommodation History (ACS) screen
• Document Tools
• RP Data searches

RP Data shows potential property ownership for properties in VIC, NSW, QLD or WA when searching via name. If a customer needs to be searched via name in a state outside of VIC, NSW, QLD or WA an Equifax Search should be considered.

For a RP Data search:

• complete a name search for:
• the customer’s legal name
• any known alias names from Customer Personal Detail Summary (CPDS) screen or other search results
• complete an address search for:
• all current addresses
• any address listed on the REBS screen

Save returned searches in the customer's case file. DOC the record. If the search was successful, include:

• property address
• owner (debtor) name
• ownership details (whether property is held solely, jointly etc
• mortgage details
• last sale details

Does the customer own property that can be used to recover their debt?

• Yes, go to Step 12
• No, go to Step 14

Only complete an Equifax search after:

• an initial RP Data search (to confirm information accuracy found via RP Data)
• if the customer resides in a state which is unable to be searched via RP Data
• exhausting all other avenues, or
• customer has entered into an arrangement that does not meet our guidelines

Equifax gathers:

• customer contact details
• property ownership information
• financial institutions and business relationships

Open Equifax and complete searches relevant to the customer:

• Individual Search: Comprehensive Credit Reporting (CCR) enquiry or Personal Name Browse
• Organisation Search: ACN, ABN or Organisation Name Search
• Company Asset Ownership
• Property Search: Title search, address search, lot plan search

Save search results in the customer's case file. DOC the record.

Did Equifax provide new information?

• Yes, follow up new information. This includes:
• making 2 attempts to call the customer on a new number
• sending a Q190 or Q315 letter whichever is applicable to a new address
• sending a QSS40 to a third party
• sending a Q609 to a new potential employer
• considering a Specialised Recovery Team (SRT) litigation referral, go to Step 13
• No, go to Step 14

Consider a referral to the Specialised Recovery Team (SRT) if the customer has:

• a debt over $10,000, and
• has capacity to pay through significant income, property or savings. Note: this includes property held jointly or with several third parties

If the customer is suitable for a referral to SRT Litigation, complete the referral template. Save the submission in the customer case file. Send the completed referral to the team positional mailbox or OL if a positional mailbox is not available.

Hold the No Arrangement activity on the AL screen for 5 days for response from SRT Litigation. If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date: 5 days from date debt raised
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Note: if the customer has assets and regular travel, both litigation and DPO action can be taken at same time.

Has SRT accepted the case?

• Yes, go to Table 5
• No, go to Step 14

A Departure Prohibition Order (DPO) prevents customers with an identified travel pattern from leaving the country.

Review if the customer has a pattern of overseas travel by checking:

• Travel Outside Australia Summary (TOAS) screen
• Immigration Movements (RSIM) screen
• Immigration Enquiry (RSIMME) screen

Does the customer have a pattern of overseas travel?

• Yes:
• TRT case managers/SRT Litigation case managers, go to Step 15
• SRT DPO case manager, see Table 4
• No, go to Table 5

Complete the DPO referral template. Save the submission in the customer case file. Send the referral to an OL.

Has the SRT DPO accepted the case?

• Yes, go to Table 4
• No, go to Table 5

Issue a DPO warning. Use the Debt Recovery script to send a Q190 letter, which gives the customer 14 days to respond.

See Safeguarding customer privacy when raising and recovering debts, before issuing the Q190 letter. Take the appropriate actions to protect the customer’s privacy.

If the customer has:

• had a verbal warning in the past, send the Q190 via normal mail
• has no verbal warning in the past, send the Q190 via registered post:
• get a registered post sticker from a TL
• attach the orange registered post section to the envelope
• complete the Registered Post register
• attach the 'Sender to keep' section to the registered post register

DOC the record and include the:

• address the letter was sent to
• Australia Post Article ID number from the registered post sticker if sent via registered post

Hold the No Arrangement activity on the AL screen for:

• 14 days for mail sent registered, or
• 14 days plus additional delivery days depending on the customer’s location for mail sent unregistered

If there is no open activity on the AL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: DMN
• Review Reason: REV
• Due Date:
• 14 days from date debt raised for mail sent registered or
• 14 days plus additional delivery days depending on the customer’s location for mail sent unregistered
• Source: INT
• Date of Receipt: today’s date
• Notes: include brief reason for review and action required at maturity
• Keywords: RCVCMR
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

After 14 days, use the Australia Post online tracking section to confirm delivery:

• key the Australia Post Article ID number in the Search field
• press Track

See the Resources page for a link to the Australia Post.

If the customer has received the notice, it will display as Delivered.

Does the online tracking system confirm delivery of the Q190?

• Yes, go to Issue, vary or revoke a Departure Prohibition Order (DPO) for more information
• No, go to Table 5

Close the CMR case after achieving an outcome such as:

• referrals to SRT/TRT teams
• debt fully recovered
• current customers with suitable arrangement in place
• bankruptcy
• incarcerated
• deceased
• permanent write off
• recovery options exhausted (ROE)

Does the case meet the criteria to close?

• Yes, for:
• Recovery Options Exhausted (ROE), go to Step 2
• all other reasons, go to Step 3
• No, follow up required action

Run the Recovery Options Exhausted Fast Note and ensure the activity is linked to the Fast Note. For instructions, see Outbound customer contact and gathering information when recovering debts.

In Customer Record:

• key DL in the Nxt field > [Enter]
• locate the DOA DOC for Case Management:
• key A in the field to the left of the DOC > [Enter]
• key the reason why the DOA DOC has expired in the Txt field > [Enter]
• key X in the field to the left of the DOC > [Enter]
• key T in the Expiry field
• check the DL screen, the DOC will no longer show at the top

End date the civil action:

• in the Nxt field, key OPDL > [Enter] > 'S'elect the debt to remove civil action
• go to the Display Civil Action (OPCV) screen > [Enter]. Complete these fields:
• Result, key reason for removing Civil Action status
• Result date, key T (today)
• Comment
• press [Enter]
• check all pages in the OPDL screen to ensure the Civil Action status is removed from all debts

Note: debts with a zero balance may still hold OPCV coding. End OPCV coding including if debt balances are zero.

To update WLM Actor Relationships:

• open Work Optimiser
• select Relationship Management from the home menu
• select the relationship profile
• select Edit in the bottom right corner
• locate the CRN to remove (select the square highlighted on the left of the CRN) and press [Delete]
• select Save
• the CRN is removed from the Actor Relationship

To finalise case:

• access the team's local G drive
• open the Case Files folder
• right click on the customer's case files > select Cut
• open the Finalised case files folder:
• paste the case file in the alphabetical order according to the customer's surname
• for referrals to the SRT or TRT, email the customer case file to the relevant contact email address