Customer queries Child Care Management System (CCMS) information 007-03080020

For enquiries from an ASP or enquiries about general CCMS information, see The Child Care Management System (CCMS).

Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) does not supply attendance data via the CCMS. For enquiries relating to CCS or ACCS attendance, see Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) - Viewing attendance reports.

If a referral is received at CCMS Support Team, go to Step 9.

Does the customer disagree with child care information for a period from a previous financial year?

• Yes, for the previous financial year, if CCMS information is received after reconciliation has taken place, all CCB owing will be paid to the customer
• No, go to Step 2

In Customer First, go to Family Assistance> View child care attendance.

Is there any child care attendance recorded for the child/ren for the applicable Approved Service Provider (ASP)?

• Yes, go to Step 4
• No, go to Step 3

For Services Australia to receive CCMS data from the Department of Education, the customer must provide their and their child/ren's full names, dates of birth and Customer Reference Numbers (CRN) to the ASP to enable formalisation of the enrolment.

Has the customer formalised the enrolment?

• Yes, go to Step 4
• No, see Customers intending to claim Child Care Benefit (CCB) for approved care as a lump sum. Procedure ends here

Attendance can only be transferred to a partner's record if the partner's name and CRN were provided to the ASP during enrolment formalisation.

There is no legal requirement for ASPs to re-send the information to the partner's record.

• Yes, advise the customer to contact the ASP to see if they are willing to reverse the attendance, otherwise the partner can complete a claim or lump sum claim for Child Care Benefit. Procedure ends here
• No, go to Step 5

If the customer is also claiming JETCCFA for the period in dispute, go to the Period Rate Explanation JET Fee Assistance (REXJFA) screen and scroll to the relevant period.

To be eligible for JETCCFA the CCF Eligible Hour Limit: field must be equal to (or higher) than the JFA Entitled Hrs: field.

If the customer has lost entitlement to their income support payment, JETCCFA will not be paid. Go to the Period Rate Explanation Child Care Benefit Formal (REXCCF) and check the customer's income support entitlement for the relevant period.

Is the customer claiming JETCCFA for the relevant period?

• Yes, see Reassessment of JET Child Care fee assistance (JETCCFA) due to change in weekly JETCCFA eligible hours or fees. Procedure ends here
• No, go to Step 6

There is no obligation for ASPs to cancel and resend attendance data in order to pay arrears when a customer has backdated a CCR payment option.

Is the customer disputing arrears payment of CCR due to a backdated CCR payment option?

• Yes, the customer will need to liaise directly with the ASP to negotiate the cancellation and resubmission of attendance via CCMS. Otherwise the past period will be assessed at reconciliation. Procedure ends here
• No, go to Step 7

Has the customer discussed the issue with their ASP and asked them to submit their child care attendance electronically?

Under CCMS it is the customer's responsibility to follow up attendance information with the ASP.

Under no circumstances should anyone other than CCMS Support Team Staff contact an ASP to discuss customer queries.

• Yes, go to Step 8
• No, advise the customer that they must first discuss the information with their ASP. If they are unsuccessful at rectifying the issue with the ASP, a referral can then be made to the CCMS Support Team. Procedure ends here

Note: this Fast Note is for CCB and CCR attendance issues for the legacy child care program only and not for Child Care Subsidy (CCS) issues. For assistance with viewing attendance reports and CCS payments, refer to Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) - Viewing attendance reports and Child Care Subsidy (CCS) payments and withholdings.

Run the CCMS Query - referral DOC and Email Fast Note.

Customer screens cannot be accessed while the Fast Note is being run, therefore the following information must be gathered prior to running the Fast Note.

• customer name and Customer Reference Number (CRN)
• name/s of children affected
• period of attendance (exact dates)
• details of issue
• Service Provider Name and Service Provider ID Number

Note: Make sure all of the above information has been entered into the text area of the Fast Note. Select 'Yes' to ensure the DOC completes then select 'CONTINUE' to finalise the referral.

This will automatically generate an email to the CCMS Support Team and record a closed DOC on the customer's record.

The DOC on the customers record can be checked to make sure all required information has been included within the referral. If this has not occurred rerun the Fast Note.

Incorrect or blank referrals to the CCMS Support Team will be returned to the Service Officer.

The CCMS Support Team will attempt to contact the customer within 5 business days.

Procedure ends here.

For CCMS Support Team staff only

A CCMS Query email is received at the CCMS Support Team.

If the referral is inappropriate, for example unrelated to CCMS Support Team business or the customer has not discussed with the ASP, return the referral to the initiating Service Officer.

If there is insufficient information available in the referral to complete the customer's enquiry an attempt must be made to contact the customer. If the customer is unable to be reached, annotate the referral DOC with the information required and close the CCMS query email.

Once the referral has been investigated and finalised, advise the customer of the outcome.