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

Child care service enquiries

Services should direct all their enquiries to the Department of Education CCMS Helpdesk in the first instance, including:

• opening a service
• closing a service
• fee relief payment amount and components (Child Care Benefit (CCB)), Grandfathered CCB, Special CCB and Jet Child Care fee assistance (JETCCFA)
• fee relief payment rejections
• service SCCB
• fee relief debts and repayments for services after transfer to CCMS
• child attendance policy and data
• child absence policy and data
• outreach visits/issues
• obtaining and completing the Department of Education forms
• handbook clarification
• information sources
• availability of care and care types
• complaints about Department of Education service

Software issues

Initial point of contact for software issues. If it is a Services Australia issue, Department of Education would broker solutions with Services Australia on behalf of services/software providers. At no time would services/software providers be directed to Services Australia.

Approved Service Providers (ASP) tip offs

When reports are made by an informant about suspected fraud committed by a child care organisation, the caller should be advised that Services Australia no longer undertakes these reviews. For contact details, see Child Care Payments online contact form on the Department of Education website.

Software provider enquiries

Interface software issues.

Customer enquiries

Customers are not to contact the CCMS Helpdesk. Customers will need to talk to their ASP if there are any concerns. If the ASP is unable to provide the answer, the ASP will then need to log a call with the CCMS Helpdesk.

Child care service enquiries

Services will continue to deal with the Special Child Care Assessment Team (SCAT) at Services Australia in relation to:

• assessment of Special Child Care Benefit (SCCB) requests, including increased eligible hours for child at risk and exceptional circumstances
• 24 hour care assessment

Customer enquiries

• Child Care Benefit (CCB), Grandfathered CCB and Jet Child Care fee assistance (JETCCFA) eligibility and new claim lodgement
• CCB, GCCB and JETCCFA entitlement (percentage, approved hours, multiple child, absences, school age)
• request for Customer Reference Number (CRN) (customer and child)
• changes to eligibility such as gaining/losing child, school status changes, immunisation details
• SCCB assessment
• 24 hour care assessment
• extra hours assessment
• work training study test matters
• Child Care Rebate
• lump sum claim issues (attendance details may need to be resolved by the CCMS Support Team)
• obtaining and completing family assistance forms
• reconciliation payments
• reconciliation debts
• complaints about Services Australia service

Note: under no circumstances should anyone other than a CCMS Support Team Service Officer contact an ASP to discuss customer queries.