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SMS messages for debt recovery 107-23071302

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General eligibility rules when sending an SMS

Table 1.

Item

Rules

Eligible Person rules

To be considered eligible to have a DMIS SMS message sent, the customer must meet all the following rules.

The person:

  • does not have any of the following record types:
    • Child
    • Employer
    • Organisation
  • has a total outstanding debt balance greater than $50
  • is over the age of 16
  • is not identified as being in prison by temporary write off reason PRI
  • does not have a date of death recorded on the DEA screen
  • does not have a restricted access record (DAF Record)
  • does not have a record protected from updates (DQU record)
  • does not have any debts with External Collection Agent
  • is subscribed to SMS electronic messages (as recorded via JSSWEB)
  • has a current Australian or Norfolk Island mobile number (MOB) recorded
  • is not currently in receipt of a Status Resolution Support Services (SRSS) payment
  • does not have an Indigenous indicator of A, B, C, E, F or T
  • does not have a remote area indicator of Y

Eligible debt rules

To be considered eligible to have a DMIS SMS message sent, the debt must meet all the following rules.

  • The person has a debt balance of more than $50 or more
  • A Formal Account Payable letter has been sent for the debt
  • The debt is recoverable under the:
    • Family Assistance Act (FAE), or
    • Family Assistance (Admin) Act (FAO), or
    • Paid Parental Leave Act (PPL), or
    • PGPA Act (PGR), or
    • Social Security Act (SSA), or
    • Social Security (Admin) Act (SSA), or
    • Student Assistance Act (STU)
  • The debt has not been raised for the following benefit types:
    • Status Resolution Support Services (NRR), or
    • Farm Household Allowance (FHA) (FHR), or
    • Australian Government Disaster Relief Payment (AGD and AGP), or
    • Australian Victim Terrorism Overseas Payment (AVT), or
    • Disaster Relief Allowance (DRA)
  • The debt has not been raised for the following Compensation reason types:
    • Failed to comply with a Compensation Preliminary Notice (CMB), or
    • Compensation Charge (Compensation Payer CMM), and
  • The debt has a status of:
    • Determined (DET), or
    • Determined Written Off (DWO)
  • The debt is not part of a multiple liability debt

Working day rules

An SMS Nudge message must be sent on an eligible working day, between the hours of 9:00 am and 4:55 pm. Saturday, Sunday and National Public holidays are considered non-working days. All other days are considered working days.

The system tests eligibility daily. If an SMS is not sent because it is a non-working day, eligibility will be tested on the following working day, as usual. If any SMS messages are eligible on that day, the highest priority SMS will be sent.

Specific eligibility rules when sending an SMS

Table 2.

Item

Rules

Immediate SMS Debt Refresh - pause applied

If the customer has completed the Situational Hardship pause service, then the ‘Immediate SMS Debt Refresh – pause applied’ SMS is scheduled to send.

Declined payment

The 'Declined Payment' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has a broken BKN Direct Debit VOL direct debit arrangement with a repayment declined 7 to 10 days ago, and
  • debt does not have a debt level write off, and
  • is not currently in receipt of a withholdable payment, and
  • does not currently have any written off debts under a  customer level (general) write off code unless that code is WUN or NCE or DOS, and
  • has not received a DMIS SMS message the previous business day, and
  • is not eligible for a higher priority Nudge Message on the current day, and
  • was not sent a declined payment SMS in the previous 7 days, and
  • does not have a debt recovery pause applied for disaster purposes in the DMN.EMG.POSTCODES table in DMIS

Overdue payment

The ' Overdue Payment ' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has a CSH or IRR repayment overdue by 5 days, and
  • is not currently in receipt of a withholdable payment, and
  • has a Regular Cash CSH or Irregular Cash IRR arrangement with a status of
    • Pending PND
    • Broken BKN
    • Current CUR, and
  • does not currently have any written off debts under a  customer level (general) write off code unless that code is
    • Whereabouts unknown (WUN)
    • Not Cost Effective (NCE), or
    • Departure Overseas (DOS), and
  • debt does not have a debt level write off, and
  • was not sent any DMIS SMS Message the previous business day, and
  • is not eligible for a higher priority Nudge Message on this day, and
  • was not sent any Overdue Payment SMS in the previous 7 calendar days, and
  • does not have a debt recovery pause applied for disaster purposes in the DMN.EMG.POSTCODES table

Recovery restarted

The 'Recovery Restarted' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has debts temporarily written off, the write off ended 7 days ago or more, and the write off reasons was
    • Disaster (DIS)
    • Short Term Hardship (STH)
    • Outcome of Review/Appeal (ORA), or
    • Outcome of Overseas Appeal (OSA), and
  • is not currently in receipt of a withholdable payment, and
  • has no repayment arrangement in place with status
    • Pending (PND)
    • Current (CUR)
    • Future (FUT) (withholdings arrangements only)
    • Broken (BKN), or
    • Provisional (PVL), and
  • does not currently have any written off debts under a customer level (general) write off code unless that code is
    • Whereabouts unknown (WUN)
    • Not Cost Effective (NCE) or
    • Departure Overseas (DOS), and
  • was not sent any Nudge Message the previous business day, and
  • is not eligible for a higher priority Nudge Message on this day, and
  • was not sent a Recovery restarted SMS in the previous 7 calendar days, and
  • has no debt recovery pause applied for disaster purposes, and
  • does not have a pause on recovery due to disaster in the DMN.EMG.POSTCODES table, and
  • does not have a current standard or non-standard arrangement, and
  • debt does not have a debt level write off

Debt overdue

The 'Debt Overdue' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has a debt that is overdue by 7 days, and
  • is not currently in receipt of a withholdable payment, and
  • has no repayment arrangement in place with status
    • Pending (PND)
    • Current (CUR)
    • Future (FUT) (withholdings arrangements only)
    • Broken (BKN), or
    • Provisional (PVL), and
  • does not currently have any written off debts under a  customer level (general) write off code unless that code is
    • Whereabouts unknown (WUN)
    • Not Cost Effective (NCE), or
    • Departure Overseas (DOS), and
  • was not sent any Nudge Message the previous business day, and
  • is not eligible for a higher priority Nudge Message on the current day, and
  • was not sent any Debt Overdue SMS in the previous 7 calendar days, and
  • does not have a debt recovery pause applied for disaster purposes in the DMN.EMG.POSTCODES, and
  • debt does not have a debt level write off

Recovery will restart

The 'Recovery will restart' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has debts temporarily written off, the write off ends in 6 days and the write off reason codes are
    • Disaster (DIS),
    • Short Term Hardship (STH),
    • Outcome of Review/Appeal (ORA), or
    • Outcome of Overseas Appeal (OSA), and
  • is not currently in receipt of a withholdable payment, and
  • has no repayment arrangement is in place with status
    • Pending (PND)
    • Current (CUR)
    • Future (FUT) (withholdings arrangements only)
    • Broken (BKN), or
    • Provisional (PVL), and
  • was not sent any Nudge Message the previous business day, and
  • is not eligible for a higher priority Nudge Message on this day, and
  • was not sent any Recovery will Restart SMS in the previous 7 days

Withholdings will restart

The 'Withholdings will Restart' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has debts temporarily written off, the write off ends in 6 days and the write off reason is
    • Disaster (DIS),
    • Short Term Hardship (STH),
    • Outcome of Review/Appeal (ORA), or
    • Outcome of Overseas Appeal (OSA), and
  • is currently in receipt of a withholdable benefit where the current benefit type can recover the eligible debt type (For example CCS and PPL Benefit Types can only be used to repay CCS and PPL debts respectively)
  • has no repayment arrangement in place with status
    • Pending (PND)
    • Current (CUR)
    • Future (FUT) (withholdings arrangements only), or
    • Provisional (PVL), and
  • was not sent any Nudge Message the previous business day, and
  • is not eligible for a higher priority Nudge Message on this day, and
  • was not sent any Withholdings will Restart SMS in the previous 7 calendar days

Withholdings will restart (Auto Setup)

The 'Withholdings will Restart (Auto Setup)' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has debts temporarily written off, the write off ends in 6 days and the write off reason is
    • Disaster (DIS),
    • Short Term Hardship (STH),
    • Outcome of Review/Appeal (ORA), or
    • Outcome of Overseas Appeal (OSA), and
  • is currently in receipt of a withholdable benefit where the current benefit type can recover the eligible debt type (for example CCS and PPL Benefit Types can only be used to repay CCS and PPL debts respectively)
  • has a future FUT non-standard withholdings arrangement in place, and
  • was not sent any Nudge Message the previous business day, and
  • was not eligible for a higher priority Nudge Message on the current day, and
  • was not sent any Withholdings will Restart SMS in the previous 7 calendar days

Debt due soon

The 'Debt Due Soon' SMS will send, provided it is the highest eligible SMS in the hierarchy and all of the following apply.

The customer:

  • has a debt that is due in 3 days, and
  • is not currently in receipt of a withholdable payment, and
  • has no repayment arrangement in place with status
    • Pending (PND)
    • Current (CUR)
    • Future (FUT) (withholdings arrangements only)
    • Broken (BKN), or
    • Provisional (PVL), and
  • does not currently have any written off debts under a customer level (general) write off code unless that code is
    • Whereabouts unknown (WUN)
    • Not Cost Effective (NCE), or
    • Departure Overseas (DOS), and
  • this debt does not have a debt level write off, and
  • was not sent any Nudge Message the previous business day, and
  • is not eligible for a higher priority Nudge Message on this day, and
  • was not sent any Debt Due Soon SMS in the previous 7 calendar days