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Employer notifies a change in circumstances for Parental Leave Pay (PPL) 007-05040010

For Paid Parental Leave Employer Processing Team (PPLEPT) staff.

This document outlines the change of circumstances process that applies to employers who have registered to provide Parental Leave Pay (PPL) to an employee.

On this page:

Notification of a change in circumstances for Parental Leave Pay (PPL) by an employer

Change in circumstances

Reviewing evidence

Notification of a change in circumstances for Parental Leave Pay (PPL) by an employer

Table 1

Step	Action
1	PPL change in circumstances For information on how to receive a new work item in Work Optimiser Worklist, see Work Optimiser for staff > Table 2. If: allocated a work item: Parental Leave Pay Circumstances ZCOC_ZPPL transaction, go to Step 2 for all other work items, go to Step 3 employer contacts (phone or email), go to Step 3
2	Allocated a Process Direct transaction Parental Leave Pay Circumstances ZCOC_ZPPL determines what process to follow. Select the Keyword icon to review the keyword attached to the transaction. If the Keyword is: PPLDEC, see Paid Parental Leave (PPL) employer initiated reviews and appeals PPLACC or PPLREG, see Assisted dispute resolution for employer determination for Parental Leave Pay (PPL) PPLETM or PPLWOD, go to Step 3
3	Employer notifies of an employee's change in circumstances for PPL Note: if the change in circumstances notification is for a child born or entering care before 1 July 2023, see historical version No. 84.0 modified 9/10/2025 via Page history icon on the Page Tools menu. Employers can provide evidence of an employee's change in circumstances for PPL either: Verbally (on the phone) Written (email) Online if they are registered for: Centrelink Business Online Services (CBOS), or Business Hub (Bhub) If the working on a PPL day notification is for a PPL child who was stillborn or is deceased, see Table 3 > Step 9. If the change in circumstances is: Online transaction (Bhub or CBOS): working on a day, see Table 2 > Step 4 termination/resignation notification, see Table 2 > Step 4 Verbally or written notification of: an ABN change, go to Step 4 Working on a PPL day, go to Step 5 Any other change in circumstances for PPL, see Table 2 For: staff allocated a due Future CIC <claim ID> Note for a future change of circumstances, see Table 2 > Step 5 staff allocated a due transaction or PPL CIC notified Note requesting evidence, see Table 3 > Step 1 updates to employer organisation details, see Delivery of Parental Leave Pay (PPL)
4	Notification of an ABN change If an ABN has changed due to: an internal change in the business and the employee is still employed under the same position, conditions and employer, the ABN is still required to register and administer to deliver PPL the sale of the business, attempt to contact the new owners. If they do not wish to administer PPL to non-mandatory staff or the contact is unsuccessful then normal revoke process applies, see Delivery of Parental Leave Pay (PPL) For reported changes to an ABN for PPL purposes, see Role of the employer in Parental Leave Pay (PPL).
5	Verbal or written advice of working on a PPL day The employer has an obligation to notify the agency when an employee has or will be working on a day during the employer paid period. The employer paid period is only paid for weekdays (Monday to Friday). Is the working on a PPL day notification for a weekday i.e. Monday to Friday? Yes, see Table 2 No, if it is for a Saturday or Sunday, no updates are to be made. If the employer is: on the phone, go to Step 6 not on the phone, go to Step 7
6	Employer is on the phone Thank them for providing the working on a PPL day advice Tell them, as the notified working day/s are Saturday or Sunday, there is no change to the employer role. They are to continue to provide PPL to their employee Remind them of their obligation to notify all future days worked during the employer paid period, including Saturdays or Sundays Document the employee’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Only include the following in the Fast Note (remove irrelevant information): Employer notified a working on a PPL day for the employee that was a Saturday/Sunday As the working on a PPL day date was a weekend day, no updates required Employee contact N/A Discussed with the employer the WOD is for a weekend day, paymaster will remain and employer to continue to administer PPL Document the employer’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. Only include the following in the Note (remove irrelevant information): Employer notified a working on a PPL day for the employee that was a Saturday/Sunday As the working on a PPL day date was a weekend day, no updates required Employee contact N/A Ensure any conversation with the employer is thoroughly documented Procedure ends here.
7	Employer is not on the phone (written communication) The employer has provided written notification of an employee WOD that is either a Saturday or Sunday. Make one genuine attempt to contact the employer using all contact numbers available on the employer's record. Was contact successful? Yes, go to Step 8 No, go to Step 9
8	Successful contact Staff are to: thank the employer for providing the working on a PPL day advice tell the employer, as the notified working day is for a Saturday or Sunday, there is no change to the employer role. They are to continue to provide PPL to their employee remind the employer of their obligation to notify all future days worked during the employer paid period including Saturdays or Sundays Document the employee’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Only include the following in the Note (remove irrelevant information): Employer notified a working on a PPL day for the employee that was a Saturday/Sunday As the working on a PPL day date was a weekend day, no updates required Paymaster to remain as employer Document the employer’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. Only include the following in the Note (remove irrelevant information): Employer notified a working on a PPL day for the employee that was a Saturday/Sunday As the working on a PPL day date was a weekend day, no updates required Contact made with to employer to notify they are still required to administer PPL. Record anything else discussed with the employer If applicable, file any related emails in the relevant ‘month’ folder in the PPLINFO mailbox Procedure ends here.
9	Unsuccessful contact Document the employee’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Only include the following in the Note (remove irrelevant information): Employer notified a working on a PPL day for the employee that was a Saturday/Sunday As the working on a PPL day date was a weekend day, no updates required Paymaster to remain as employer Document the employer’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. Only include the following in the Note (remove irrelevant information): Employer notified a working on a PPL day for the employee that was a Saturday/Sunday As the working on a PPL day date was a weekend day, no updates required Employer was unsuccessfully contacted to employer to notify they are still required to administer PPL. Date and time of contact attempt If applicable, file any related emails in the relevant ‘month’ folder in the PPLINFO mailbox Procedure ends here.

Change in circumstances

Table 2

Step	Action
1	Status of employee's PPL claim Check the employee's claim status from the Benefit Status line. For New Claim (NCL) status Annotate the progress of claim Note on employees record in Process Direct with the change in circumstances Procedure ends here Note: do not discuss any information with the employer regarding the change of circumstances. For all other claim status Employer on the phone, go to Step 2 Written notification, go to Step 4
2	For Assessed (ASS), Current (CUR) or End of period (EOP) PPL claims Search for the employer's CRN in the Business Hub Access Management tile in Process Direct to determine if the employer is registered for: PRODA, and Paid Parental Leave Services Staff can refer to Business Hub online view to follow the below steps if the employer requires assistance to complete the notification via Bhub. See the Resources page. Is the employer registered for Paid Parental Leave Services in Business Hub? Yes, tell the employer they are able to notify the change of circumstances online. They can: log into PRODA access Paid Parental Leave Services in Business Hub select the Providing Parental Leave Pay for existing claimants tile search for the employee select the reason for the employment status change complete the required fields submit the notification Note: to action the verbal notification or online transaction (Bhub), go to Step 4 No, go to Step 3
3	Is the employer registered for Centrelink Business Online Services (CBOS)? See Employer registration for Parental Leave Pay (PPL). Yes, tell the employer to input the change of circumstances online: Log into their CBOS via the Services Australia website, and Select the PPL circumstances option To action the verbal or CBOS notification, go to Step 4 No, go to Step 9
4	Check record In the employee’s record in Process Direct, check the current employer’s information and if any notifiable events have been advised for the same date and circumstances. View the employer’s details: Key P1EMP into the Super Key On the Parental Leave Pay (PPL) Employer Details (P1EMP) screen, expand the relevant claim using the twisty in the Action field to check the current employer’s details Key P1ED into the Super Key On the Parental Leave Pay (PPL) Employment Dates (P1ED) screen, expand the relevant claim using the twisty in the Action field to check whether any notifiable events have been advised View if the employer previously advised a working on PPL day: Key P1ERD into the Super Key On the Parental Leave Pay (PPL) Employer Notified Details (P1ERD) screen, expand the relevant claim using the twisty in the Action field under Customer’s employment status will display if a Working on a Parental Leave Day been recorded for the same notified details View if the employee has notified a working on PPL day: Key P1FLX into the Super Key On the Parental Leave Pay (PPL) Days (P1FLX), expand the relevant claim using the twisty in the Action field then expand the PPL days summary using the twisty in the Action field Navigate to Withdrawn/Rejected/Cancelled PPL days table to check if Reason field displays a Working on a PPL day for the same notified details Note: to view claimed, withdrawn or rejected PPL days information, see Claiming and managing PPL days for children born or entering care on or after 1 July 2023. A resignation, termination of employment, or working on a PPL day can be advised up to 30 days in advance, but a system limitation will not allow coding of a future date on the employee record. Staff should continue to accept any information (up to 30 days) provided by the employer and complete any follow up to enable the change.
5	Employer notified event/s If the employer: is advising advance information (30 days or more) that their employee will resign, be terminated, or working on a PPL day, in Process Direct, on the employer’s record: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Future CIC Hold the Future CIC <claim ID> DOC until the date the employer notified the change of circumstances is due to occur If a PPL Update Employer Determination transaction (keyword PPLWOD/PPLETM) has been allocated, in Process Direct, on the employee record: Hold the transaction until the date the employer notified the change of circumstances is due to occur Procedure ends here is advising their employee has worked on a day they received PPL, and the date is in the past or within the next 30 days, go to Step 6 is advising their employee has resigned or been terminated and the date is in the past or within the next 30 days, go to Step 9 no longer meets requirements to deliver employee instalments, see Table 3 > Step 16 needs to update the employer bank details, see Delivery of Paid Parental Leave
6	Employer advises employee has performed work on a day they have or will receive PPL Where an employer has advised that the PPL employee has or will be working on a PPL day, an employee can return to work without losing eligibility to PPL. However, to be paid a PPL day, an employee cannot be performing more than one hour of paid work on this date (they can be receiving paid leave) unless an allowable exception applies. If an employer determination is made, the employer will be responsible for the delivery of PPL when the customer nominated: an 8 week (40 consecutive weekdays) minimum block of continuous PPL days (Monday to Friday only), and the PPL days fall before the child turns one/anniversary of care The employer determination only applies to the first block of PPL days since birth/entry to care. An employee must not be performing paid work on the days they want to claim PPL. PPL days can be claimed before and after performing work on a PPL day. If the employee performs work on a PPL day that is a weekday (Monday to Friday), the day will: be rejected (reason working on a day), and returned to their available PPL days balance the employer determination will end, and Services Australia will pay any remaining claimed PPL days Note: this does not occur when the employer notifies their employee worked on a weekend day (Saturday or Sunday) only within the employer paid period. The employer paid period is only paid for weekdays (Monday to Friday). See Delivery of Parental Leave Pay (PPL) Select below, based on the circumstances. If the working on a PPL day has been recorded for the same date as the employer notified Select below based on how the CiC was notified. Online notification In the employee’s record in Process Direct: cancel the PPL Update Employer Determination transaction via the Status icon In the employer’s record in Process Direct: record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Ensure any uploaded employer evidence work items has a change status of completed. In the Process Direct Inbox, update the Transaction status by: enter the Application ID in the Claim Id field select Go select the transaction select Status icon select possible Status: select Completed from the drop-down box select Save Procedure ends here. Written notification On the employer’s record, in Process Direct: upload notification via the Documents icon record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Procedure ends here. Verbal notification On the employer’s record, in process Direct: record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Procedure ends here. If the working on a PPL day has not been recorded for the same date as the employer is notifying And: Employer is on the phone, go to Step 7 Written or online notification is provided, go to Step 9 Future CIC <claim ID> Note, go to Step 9
7	Discuss the circumstances Obtain the following information from the employer: Employee's name Date of days the employee performed paid work Reason for working on a PPL day - i.e. was it for an allowable exception reason Employers can advise a customer has worked on a day for an allowable reason. In Bhub the employer will be presented with Working on a Parental Leave Pay day for allowable reason field. From the dropdown list the employer can select a reason: Does not apply Health/Emergency/Other Essential Worker Defence Force/Law Enforcement Worker Court Ordered Summons Upload documents, select Yes or No Refer to Business Hub online view to follow the above steps if the employer requires assistance to complete the notification via Bhub. See the Resources page for a link. Employers are not presented with all exception reasons in the dropdown list due to maintaining the employee's privacy for sensitive circumstances. This may have been advised via Business Hub, CBOS, verbally or in writing. If evidence is received from the employer, upload the evidence to the employer's record. Has the employer confirmed they incorrectly advised the employee has or will perform work? Yes, no coding is to be applied. Go to Step 8 No, go to Step 9
8	Employer confirmed they incorrectly advised employee has or will perform work Document the employee’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Only include the following in the DOC (remove irrelevant information): Employer confirmed they incorrectly advised the change in circumstances No updates were made Employee was not contacted Document the employer’s record in Process Direct: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. Only include the following in the Note (remove irrelevant information): Employer confirmed they incorrectly advised the change in circumstances No updates were made Employee was not contacted Procedure ends here.
9	Attempt first contact with the employee On the employer’s record in Process Direct, upload any evidence the employer provided via the Documents icon. Attempt to confirm the information with the employee before making any updates to the employee's record. Make 2 genuine attempts to contact the employee using all contact numbers. Employee successfully contacted, go to Step 9. If contact was not successful, action is based on how the CiC was notified: Online notification In the employee’s record in Process Direct: hold the PPL Update Employer Determination transaction for one day record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC In the employer’s record in Process Direct: Ensure any work items for the CiC has a change status of completed. In Process Direct Inbox, update the Transaction status by: enter the Application ID in the Claim Id field select Go select the transaction select Status icon select possible Status: select Completed from the drop-down box select Save Go to Step 12. Written or verbal notification Annotate and close the due Future CIC <claim ID> DOC with see ‘PPL CIC notified’ (if applicable) Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC Place the PPL CIC notified Note on hold for 1 day Go to Step 12
10	Employee successfully contacted If the employee confirms the employer advice and an allowable exception reason applies, see Table 3 > Step 8. Otherwise, employee is contacted to discuss the advice from the employer, and they: Confirmed the advice (action depends on how CiC was notified): Online notification on the employee’s record in Process Direct, go to Step 11 Written or verbal notification, on the employee’s record in Process Direct: (if applicable) annotate and close the due Future CIC <claim ID> Note with the details below: Contacted the employee and they confirmed the employer advice. Action the PPL Change in Circumstances workflow to record the update: For resignation/termination of employment, see Table 3 > Step 10 For Working on a PPL day, see Table 3 > Step 11 Disagree with the advice by the employer, go to Step 13.
11	Online notification for a Change of Circumstances (CoC) Employee confirmed the CoC notification provided by the employer online. In Process Direct, on the employee’s record: Go to the Transactions icon and select Change of Circumstance - PPL Update Employer Determination and Payroll Task Selector will already have selected P1ERD - PPL Employer Notified Details Select Next On the Parental Leave Pay (PPL) Employer Notified Details screen check the information is correct Select Next To complete change of circumstances transaction, see Table 3 > Step 12.
12	Attempt second or subsequent phone contact with the employee When the PPL CIC notified Note or PPL Update Employer Determination Transaction (PPLWOD or PPLETM) activity falls due, make a second genuine attempt to contact the employee using all contact numbers available on the employee's record, to discuss: the advice from the employer if the change in circumstances has occurred, and if an allowable exception reason may apply Contact unsuccessful On the employee’s record in Process Direct: if the CIC was notified by: Online notification Go to the Transactions icon and select Change of Circumstance - PPL Update Employer Determination and Payroll Task Selector will already have selected P1ERD - PPL Employer Notified Details Select Next On the Parental Leave Pay (PPL) Employer Notified Details screen, check the information is correct Select Next To complete change of circumstances transaction, see Table 3 > Step 12. Written or verbal notification Annotate and close the PPL CIC notified Note with the details below: Unsuccessful contact attempt <insert date and time> employer notified CiC will be applied. Action the PPL Change in Circumstances workflow to record the update: For resignation/termination of employment, see Table 3 > Step 10 For Working on a PPL day, see Table 3 > Step 11 Contact is successful If the employee confirms the employer advice and an allowable exception reason applies, see Table 3 > Step 8. Otherwise, discuss if a change in circumstances has occurred. If employee confirms the advice provided by the employer, staff to: On the employee’s record in Process Direct, if the CIC was notified by: Online notification Go to the Transactions icon and select Change of Circumstance - PPL Update Employer Determination and Payroll Task Selector will already have selected PPL Employer Notified Details Select Next On the Parental Leave Pay (PPL) Employer Notified Details screen, check the information is correct Select Next To complete change of circumstances transaction, see Table 3 > Step 12 Written or verbal notification Annotate and close the PPL CIC Notified DOC with the details below: Has the employee confirmed the date notified by the employer for the change in circumstance: Yes/No Details of contact attempt and information provided or discussed with the employee: <record full details of discussion> Action the PPL Change in Circumstances workflow to record the update: For resignation/termination of employment, see Table 3 > Step 10 For Working on a PPL day, see Table 3 > Step 11 If the employee disagrees with the advice by the employer, go to Step 13.
13	Employee to provide evidence If the employee disagrees with the change in circumstances advice from the employer, follow up action is required. Discuss why the employee does not agree and request the employee to provide evidence within 14 days. Evidence can include but not limited to emails, payslips etc. On the employee’s record in Process Direct, if the CIC was notified by: Online notification Either annotate and close the PPL CIC notified Note or record details in a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Include the details below in the Note, and make sure all fields are answered: Employee contacted and they disagree with the change of circumstances advised by employer. Employee information provided: Evidence requested from employee: Yes/No Evidence request due date: Place the PPL Update Employer Determination transaction (keyword PPLWOD or PPLETM) on hold for 14 days + allow extra time for surface mail delivery Written or verbal notification Either annotate and save the PPL CIC notified Note or record details in a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Include the following text in the Note, and make sure all fields are answered: Employee contacted and they disagree with the change of circumstances advised by employer. Employee information provided: Evidence requested from employee: Yes/No Evidence request due date: Place the PPL CIC notified Note on hold for 14 days + allow extra time for surface mail delivery PPLEPT staff will need to contact the employer to discuss and request evidence, go to Step 14.
14	Employee disagrees with the notified change of circumstances, contact the employer The PPLEPT must contact the employer to discuss and request evidence if not previously provided If the employer is unable to be contacted, send a Q888 to request evidence using either: Q888 - Employment termination Q888 - Working on a day The Resources page also has links In the employer’s record, in Process Direct: record details in a Note use Fast Note - select Auto text, use Families > PPLEPT > CIC Evidence required Evidence could include: For termination or resignation, a letter between the employee and the employer For working on a PPL day: Exchange of emails confirming working, or planned working on a PPL day Timesheets/attendance record, or Payslips For example, an employer and employee might have an exchange of emails to agree on the timing and duration of the paid work. For employers registered in Business Hub, the PPLEPT will create a task in Process Direct, this will allow the employer to upload evidence in Business Hub, go to Step 15.
15	Creating a task in Process Direct to allow the employer to upload evidence For employers to upload a document in Business Hub, a task must be initiated. This must be done on the same day the 'Q888 information request' letter is sent. Before creating the task for the employer, obtain the following information in relation to the employee: CRN Claim Reference ID First Name Family Name Date of Birth To create a task in Process Direct: select the Business Hub Request Documents tile search for the organisation. Note: CRN must be entered as 10 consecutive characters with no spaces, for example 408XXXXXXA select the organisation select Search for Claimants of PPL enter the employee’s CRN, Claim Reference ID, First Name, Family Name and Date of Birth select Go, the employee will display under Existing Customer Details select the + Select in the Action column on the right hand side, a task pop-up box will appear in the task pop-up box, select Request evidence for employee's, termination or working on a Parental Leave Pay day select Save update the: Authority to request: Paid Parental Leave Act 2010 Information to be supplied within: 14 days Required for: Incomplete Application Staff notes required: No select from the available documents the requested evidence from the Q888: Termination or resignation, or Evidence Claimant is working on a Parental Leave Pay day select , an Additional Details pop-up box will appear select Add as no additional details or notes are required select Finish After the task is initiated: an outstanding task is generated for the employer in Business Hub an email notification is sent to the employer advising the organisation can provide the requested documents through the Upload Requested Documents tile in Business Hub Procedure ends here.

Reviewing evidence

Table 3

Step	Action
1	Allocated a due transaction or Note to provide evidence If the employee disagreed with the employer's advice they had worked on a PPL day, working on a PPL day or the date they worked. Request employee and employer to provide evidence within 14 days, allow extra time for surface mail delivery. Employers can provide evidence via: Business Hub Centrelink Business Online Services (CBOS) Email Has a due PPL Update Employer Determination transaction or REQ CIC EVD <claim ID> Note and 14 days passed (including extra time for mail delivery) been allocated? Yes: to view employer evidence: - Centrelink Business Online Services (CBOS) or written (email), go to Step 2 - Business Hub, go to Step 3 to view employee evidence, go to Step 4 No: place the due REQ CIC EVD <claim ID> Note on hold until the allowable time has expired procedure ends here
2	Evidence provided by employer via Centrelink Business Online Services (CBOS) or in writing To view evidence provided by an employer staff are to search CBOS - in myHSI - Organisation Online Mail inbox the PPLINFO mailbox for any email/s Has the employer provided evidence? Yes, on the employer's record in Process Direct: upload the evidence via the Documents icon annotate and close the due REQ CIC EVD <claim ID> Note with the document(s) provided file the email in the relevant 'month' folder in the PPLINFO mailbox (if applicable) No, on the employer's record in Process Direct: annotate and close the due REQ CIC EVD <claim ID> Note with ‘No evidence provided by the employer for the notified CiC.’ To view employee evidence, go to Step 4.
3	View evidence provided by the employer via Business Hub To view uploaded documents in Bhub: Select the Process Direct Inbox tile Search using the organisation’s CRN. The CRN must be 10 consecutive characters with no spaces. For example 408XXXXXXA Select Go Locate and select the relevant uploaded document select Documents icon to view uploaded document under Doc View, select View download box, select Open file On the employer's record in Process Direct: check the Documents icon to see if the evidence provided is uploaded. If not already documented, staff to upload the evidence via the Documents icon Annotate and close the due REQ CIC EVD <claim ID> Note on the employer's record with the document(s) provided In the Process Direct Inbox, update the Transaction status by: enter the Application ID in the Claim Id field select Go select the transaction select Status icon Select the Possible Status: select Completed from the drop-down box select Save Go to Step 4
4	View evidence uploaded by an employee To view evidence provided by an employee, search for documents. See Finding digital images on Centrelink customer records. Go to Step 5.
5	Reviewing evidence Review the evidence provided by the employer and employee. For all situations where the employer has failed to provide evidence, complete the current review based on employee advice, go to Step 6 If evidence supports employer notified change in circumstances, if it is determined the employee has: been terminated or has resigned and the employer has advised in the past or within the next 30 days, go to Step 10 working on a PPL day, go to Step 7 exception for working on a PPL day, go to Step 8 If evidence does not support the employer notified change in circumstances for an employee, go to Step 6.
6	Employer to remain as paymaster after evidence reviewed Staff when reviewing the evidence may find the employer failed to respond or they provided evidence that does not support the notified change in circumstances for an employee. As the evidence does not support the notified change in circumstances for an employee, no coding is to be applied. On the Employee’s record in Process Direct, (action depends on how the CIC was notified), for: Online notification: cancel the PPL Update Employer Determination transaction via the Status icon make a genuine attempt to contact the employee to advise them of the change of circumstances outcome annotate and close the PPL CIC notified Note with the decision, details of the contact attempt (date and time) and if successful contact, record full details of the discussion with the employee Written or previously advised verbal notification make an genuine attempt to contact the employee to advise them of the change of circumstances outcome annotate and close the PPL CIC notified Note with the decision, details of the contact attempt (date and time) and if successful contact record full details of the discussion with the employee close the PPL CIC notified DOC On the Employer’s record: make an genuine attempt to contact the employer to advise they will need to continue delivering PPL payments to their employee annotate and close the REQ CIC EVD <claim ID> Note with the decision, details of the contact attempt (date, time and who was spoken to) and if successful contact record full details of the discussion with the employer Procedure ends here.
7	Working on a PPL day If the evidence provided supports that an employee has worked on a PPL day. Process Direct On the employer’s record, annotate and close the REQ CIC EVD <claim ID> Note with ‘the evidence provided supports the employer notified CiC that the employee had worked on a PPL day.’ On the employee’s record annotate and close the PPL CIC notified DOC with ‘the evidence provided supports the employer notified CiC that the employee had worked on a PPL day.’ Action required depends on how CiC notified. For: Online notification: Go to the Transactions icon and select Change of Circumstance - PPL Update Employer Determination and Payroll Task Selector will already have selected PPL Employer Notified Details Select Next On the Parental leave Pay (PPL) Employer Notified Details screen check the information is correct Select Next To complete change of circumstances transaction, go to Step 12 Written or previously advised verbal notification: Action the PPL Change in Circumstances workflow to record the update for working on a PPL day Go to Step 11
8	Exception to working on a PPL day If the information provided supports that the employee has an exception to working on a PPL day, in Process Direct: on the employer record: If the employer is not on the phone, make a genuine attempt to contact the employer to advise they will need to continue delivering PPL payments to their employee Annotate and close the REQ CIC EVD <claim ID> Note with the decision, details of the contact attempt (date, time and who was spoken to) and, if successful contact, record full details of the discussion Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee – Change in Circs (if applicable). Include in the Note ‘There is an exception to the notified working on a PPL day.’ on the employee’s record: (If applicable) annotate and close the PPL CIC notified Note with the details ‘Refer to PPL CIC notified Note for decision.’ Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC (if applicable). Include ‘There is an exception to the notified working on a PPL day - Exception reason: <insert reason> Action required depends on how CiC notified. For: Online notification Go to the Transactions icon and select Change of Circumstance - PPL Update Employer Determination and Payroll Task Selector will already have selected PPL Employer Notified Details Select Next On the Parental Leave Pay (PPL) Employer Notified Details screen, select the Exception reason from the drop down box To complete change of circumstances transaction, go to Step 12. Written or previously advised verbal notification: Key START into the Super Key Select the PPL Update Employer Determination and Payroll workflow from the Task Selector Task Selector PPL Update Employer Determination and Payroll pop up box will display Select PPL Employer Notified Details Select Start: On the Parental Leave Pay (PPL) Employer Notified Details screen, update the following: Customer's Employment Status: select Working on a Parental Leave Pay Day Employment status date (DD/MM/YYYY): enter the date of the first PPL weekday worked Exception reason: select the appropriate option Select Next Update Receipt date, Channel and Service Reason fields Select Save To complete change of circumstances transaction, go to Step 12.
9	Child bereavement working on a PPL day Where the employer notifies that an employee has or will work on a PPL day and a child bereavement where the PPL child was stillborn or has died, an exception is to be applied. Note: evidence is not required from either the employer or employee when the customer has worked on the PPL day for an allowable exception reason. Staff are to not contact the employee. If the employer is on the phone, tell them to continue delivering PPL payments to their employee. In Process Direct: on the Employer’s record: If employer was not on the phone, make a genuine attempt to contact the employer to advise they will need to continue delivering PPL payments to their employee Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Only include the following in the Note (remove irrelevant information): PPL Claim ID: <insert claim ID> Employer has advised a change in circumstances for employee <insert employee CRN> Employer has advised change in circumstances by: phone/ email/ Business Hub/CBOS (remove not applicable) Date change in circumstances occurred: <insert date> Reason: Working on a PPL day – allowable exception reason applied Exception reason: child stillborn or died Employee was not contacted due to the allowable exception reason for working on a PPL day. Contact with employer to notify that they are to continue in delivering PPL to their employee: Successful/unsuccessful If successful, who was spoken to: <insert full name> on the employee’s record: Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC Only include the following in the Note (remove irrelevant information): PPL Claim ID: <insert claim ID> Employer has advised a change in circumstances for this customer (employee) < insert employer PPE CRN> Employer has advised change in circumstances by: phone/email /Business Hub/CBOS (remove not applicable) Date change in circumstances occurred: <insert date> Reason: Working on a PPL day – exception reason applied Employee was not contacted due to the allowable exception reason for working on a PPL day. Contact with employer to notify that they are to continue in delivering PPL to their employee: Successful/unsuccessful Action required depends on how CiC notified. For: Online notification: Go to the Transactions icon and select Change of Circumstance – PPL Update Employer Determination and Payroll Task Selector will already have selected PPL Employer Notified Details Select Next On the Parental Leave Pay (PPL) Employer Notified Details (P1ERD) screen, update the Exception reason drop down box. Select stillborn child or infant death Select Assess Select Assess again to go the Entitlements (ELD) screen Check the results on the ELD screen are correct Select Finish Record any additional details of the update in the finalisation Note/DOC Select Finalise Procedure ends here Written or previously advised verbal notification: Key START into the Super Key Select the PPL Update Employer Determination and Payroll workflow from the Task Selector Task Selector PPL Update Employer Determination and Payroll pop up box will display Select PPL Employer Notifies Details Select Start On the Parental Leave Pay (PPL) Employer Notified Details screen, update the following: Customer's Employment Status: Working on a Parental Leave Pay Day Employment status date (dd/mm/yyyy): enter the date of the first PPL weekday worked Exception reason: stillborn child or infant death Select Next Update Receipt Date, Channel and Service Reason Select Save Select Assess Select Assess again to go the Entitlements (ELD) screen Check the results on the ELD screen are correct Select Finish Record any additional details of the update in the finalisation Note/DOC Select Finalise Procedure ends here
10	New resignation/termination of employment date or amend previously recorded resignation/termination details Resignation/termination of employment advised within 30 days in advance. To add a new resignation/termination of employment date or amend previously recorded details, on the employee’s record, in Process Direct: Key START into the Super Key Select the PPL Change of Circumstances Select the PPL Employment Dates Select Start On the PPL Employment Dates (P1ED) screen, expand the relevant claim using the twisty in the Action field: To amend - Where a termination/resignation has been previously recorded and edits are required, select Edit. Correct/update Employment Termination date To add - Where new termination/resignation coding is required, select Add. Add/Update the Employment Termination date (customer's last working day +1). For example, if a customer finished work on 13 January, the ceased employment date is 14 January Select Save Update Receipt Date, Channel and Service Reason fields Select Save To complete change of circumstances transaction, go to Step 12.
11	New working on a PPL day or amend previously recorded details including working on a PPL day To add a new working on a PPL day, or amend previously recorded details, on the employee’s record, in Process Direct: Key START into the Super Key Select the PPL Change of Circumstances Select the Parental Leave Pay days Select Start On the Parental Leave Pay days (P1FLX) screen: expand the relevant claim using the twisty in the Action field check any claimed PPL days (not in a block of days) to ensure the customer remained eligible to view or update a PPL Day (if the customer is on the phone) Claiming and managing Paid Parental Leave (PPL) days for children born or entering care on or after 1 July 2023 complete any updates if required select Save Update Receipt Date, Channel and Service Reason fields Select Save To complete change of circumstances transaction, go to Step 12.
12	Completing change of circumstances transaction/task Process Direct Select Assess Address any errors/warnings on the Errors (SWE) screen Use Roxy Digital Assistant in Process Direct to address any warnings or errors that present in the Message Log on the SWE screen Refer to additional support resources where errors or warnings present including: Network News Update (NNU) Operational Blueprint mySupport Process Direct - Current Issues screen PPLEPT Current Issues If error or warnings cannot be resolved using above resources, Service Officers can raise an incident via Roxy. See Reporting ICT issues in Process Direct. Note: do not attempt unapproved manual workarounds Did warning PPL debt will be sent to employer or E231AS – Must enter PPL debt action code for customer present? Yes, go to Step 13 No, go to Step 14
13	PPL employer debt warning or E231AS presents If a PPL Change of Circumstances update is being completed within Process Direct results in a PPL employer debt warning PPL debt will be sent to employer or error E231AS - Must enter PPL debt action code for Customer displaying on the Entitlements (ELD) screen, finalisation of the update will be prevented. If the error occurs in a QMA activity, see Table 3 > Step 7 in Quality Management Application (QMA) quality checking to reject the activity. Once rejected, return to this step and continue Before staff can finalise the change of circumstance transaction, complete all updates in Process Direct. Once this has been done, staff need to: select handover to CF/CR use reason: SYS to process the non-new claim (NNCL) in Customer First Create a closed Note/DOC on the record outlining the reason the transaction has been handed over. Every time handover is used, see Handover function in Process Direct, Customer First and Customer Record Select the started activity from Activity List (AL) and proceed to Assessment Results (AR) within Customer First Select the relevant Debt instruction and finalise If the employee's PPL entitlement has been reassessed and a debt is identified, the debt shell will automatically allocate to the appropriate debt team for investigation To action the debt shell, see Parental Leave Pay (PPL) debts between employers and employees. A letter will be issued to the employee advising of the outcome, and to the employer, if required. Go to Step 15.
14	Finalising update Select Assess again Check the results on the Entitlements (ELD) screen are correct, and the paymaster role remains as employer Select Finish Select Finalise Go to Step 15.
15	Documenting the records If the: employee is on the phone, advise them of the change of circumstance outcome. Procedure ends here employee is not on the phone: If the second or subsequent attempt was made on the same day as the change of circumstances coding, no further contact attempts to be made. Procedure ends here Reviewed evidence provided, make a genuine attempts to contact the employee to advise them of the change of circumstances outcome and Procedure ends here First contact Where first contact attempt was successful and the employee confirmed advice and no evidence is required, document the records: If activity had a handover to Customer First: Employee record Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC Close the PPL CIC notified DOC Employer record Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Close the Chg in Circs <claim ID> DOC If activity completed in Process Direct: Employer record -Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Second or subsequent contact Second or subsequent contact attempt, document the records: If activity had a handover to Customer First: Employee record: Annotate the PPL CIC notified DOC with the details of the contact attempt (time and date) and if successful contact record full details of the discussion with the employee Close the PPL CIC notified DOC Employer record Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Close the Chg in Circs <claim ID> DOC If activity completed in Process Direct: Employee record - Annotate and close the PPL CIC notified Note with the details of the contact attempt (time and date) and if successful contact record full details of the discussion with the employee Employer record - Record details on a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs Evidence requested as employee disagreed If employee disagreed with advice and evidence was requested once the change in circumstances is applied, in Process Direct: on the employee record, annotate and close the PPL CIC notified Note with the details below: outcome of evidence review did employee provide evidence: Yes/No employee debt created: (input amount and period) employee contacted: Yes/No document any discussion with the employee on the employer record, annotate and close the REQ CIC EVD <claim ID> Note with the details below:: outcome of evidence review did employer provide evidence: Yes/No employer debt created: (input amount and period) To action the debt shell, see Parental Leave Pay (PPL) debts between employers and employees. A letter will be issued to the employee advising of the outcome, and to the employer, if required. Procedure ends here.
16	Payment delivery change If the employer notifies a change in circumstance that no longer requires them to deliver PPL to an employee, for example, the business is or has stopped trading, a transfer of payment responsibility needs to be actioned and the agency will start payments directly to the employee. Revocation or transfer of the employer role can be updated retrospectively, in cases where PPL has cancelled and it has been determined, the employer has not/cannot deliver PPL funds to an employee. Overpayments of PPL may occur in these circumstances, and apportioning of debts must be investigated.