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

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 child bereavement where the PPL child was stillborn or has died, see Table 3, Step 9.

If the change in circumstances was notified:

• Verbally or written, go to Step 2
• By a started activity created by online REA activity (Bhub or CBOS):
• working on a day, see Table 2 > Step 4
• termination/resignation notification, see Table 2 > Step 8
• By staff allocated a due Future CIC <claim ID> DOC for a future change of circumstances, See Table 2 > Step 5
• By staff allocated a due activity or PPL CIC notified DOC requesting evidence, see Table 3 > Step 1

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)
• updates to employer organisation details, see Delivery of Parental Leave Pay (PPL)
• all other change in circumstances for PPL, go to Step 3

If the change in circumstances is not for a working on a day (WOD), see Table 2.

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 WOD notification for a weekday i.e. Monday to Friday?

• Yes, see Table 2
• No, WOD is a Saturday or Sunday, no updates are to be made. If the employer is:
• on the phone, go to Step 4
• not on the phone, go to Step 5

• Thank them for providing the working on a day (WOD) advice
• Tell them, as the notified WOD 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 them of their obligation to notify all WOD during the employer paid period. This includes WOD that is for a Saturday or Sunday

Document the employee record:

• Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Only include the following in the DOC (remove irrelevant information):
• Employer notified a WOD for the employee that was a Saturday/Sunday
• As the WOD 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
• Close the PPL CIC notified DOC

Document the employer record:

• Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. Only include the following in the DOC (remove irrelevant information):
• Employer notified a WOD for the employee that was a Saturday/Sunday
• As the WOD date was a weekend day, no updates required
• Employee contact N/A
• Ensure any conversation with the employer is thoroughly documented
• Close the Chg in Circs <claim ID> DOC

Procedure ends here.

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 to:

• thank them for providing the working on a day (WOD) advice
• tell them, as the notified WOD 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 them of their obligation to notify all WOD during the employer paid period. This includes WOD that is for a Saturday or Sunday

Document the employee record:

• Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC. Only include the following in the DOC (remove irrelevant information):
• Employer notified a WOD for the employee that was a Saturday/Sunday
• As the WOD date was a weekend day, no updates required
• Paymaster to remain as employer
• Close the PPL CIC notified DOC

Document the employer record:

• Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. Only include the following in the DOC (remove irrelevant information):
• Employer notified a WOD for the employee that was a Saturday/Sunday
• As the WOD date was a weekend day, no updates required
• Contact made/attempted to employer to notify they are still required to administer PPL.
• Close the Chg in Circs <claim ID> DOC
• If applicable, file any related emails in the PPLINFO mailbox

Procedure ends here.

Check the employee's claim status from the Benefit Status line.

For New Claim (NCL) status

• Document the progress of claim DOC on employees record 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

Confirm the information with the employee before making any updates to the employee's record.

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

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, and
• submit the notification
• To action the verbal or REA notification, go to Step 4
• No, go to Step 3

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
• Go to Step 6
• No, go to Step 8

Check the current employer details and any notifiable events using the Paid Parental Leave Employer Notified Details (P1ERD) in Customer First.

Note: a resignation, termination of employment, return to work 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.

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 Customer First on the employer record:
• Document the record. Use Fast Note - select Auto text > use Families > PPLEPT > Future CIC
• Hold the Future CIC <claim ID> DOC until the date the employer notified 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 5
• 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 8
• no longer meets requirements to deliver employee instalments, see Table 3 > Step 13
• needs to update the employer bank details, see Delivery of Paid Parental Leave

If there is a change to the details for the employer in relation to the employee (for example, employer now accepts nomination), go to the P1ERD screen in Customer First to complete the relevant fields with information provided by the employer.

Where an employer has advised that the PPL employee has or will be working on a PPL day, and the date is in the past or within the next 30 days, an employee can return to work without losing eligibility to PPL.

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, for example child bereavement where the PPL child was stillborn or died.

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 access PPL. PPL days can be accessed 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 WOD), 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)

To check if the working on a PPL day change in circumstance (CoC) has already been notified, staff will need to check the following in Customer First:

• Employee notified CoC go to the PPL Employment Dates (P1ED)
• Employer notified CoC, go to the Paid Parental Leave Employer Notified Details (P1ERD)

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

If the working on a PPL day has been recorded for the same date as the employer notified, via:

• Written notification:
• In Customer First, upload notification to employer's record
• Document the employer's record. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs
• Close the Chg in Circs <claim ID> DOC
• Procedure ends here
• Verbal notification:
• In Customer First, document the employer's record. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs
• Close the Chg in Circs <claim ID> DOC
• Procedure ends here
• Online notification:
• In Customer First, cancel the REA activity on employee’s record
• Document the employer's record. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs
• Close the Chg in Circs <claim ID> DOC
• On the employer's record, for any CoC uploaded evidence, ensure work items for the CoC in Process Direct has a change status and input is completed
• 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 6
• Written or online notification is provided, go to Step 8
• Future CIC <claim ID> DOC, go to Step 8

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.

• Employers advising a working on a PPL day change of circumstance through Business Hub are presented with Working on a Parental Leave Pay day for allowable reason field:
• From the dropdown list 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

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, attach 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 7
• No, go to Step 8

Document the employee record:

• 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
• Close the PPL CIC notified DOC

Document the employer record:

• Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. 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
• Close the Chg in Circs <claim ID> DOC

Procedure ends here.

Make 2 genuine attempts to contact the employee using all contact numbers.

If first attempt to contact the employee regarding the employer notified change in circumstances was successful, go to Step 9.

On the employer record, upload any evidence the employer provided.

On the employee record in Customer First, if contact was not successful via:

• Verbal notification:
• close the due Future CIC <claim ID> DOC, if applicable
• Document the record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC
• Place the PPL CIC notified DOC on hold for 1 day
• Go to Step 11
• Written notification:
• close the due Future CIC <claim ID> DOC, if applicable
• Document the record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC
• Place the PPL CIC notified DOC on hold for 1 day
• Go to Step 11
• Online notification:
• HLD the REA activity for 1 day
• Document the record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC
• Close the PPL CIC notified DOC
• On the employer's record, for any CoC uploaded evidence, ensure work items for the CoC in Process Direct has a change status and input is completed
• Go to Step 11

If the employee confirms the employer advice and an allowable exception reason applies, see Table 3, Step 8.

Otherwise, if the employee is contacted to discuss the advice from the employer and if the change in circumstances has occurred, and they:

Confirmed via

• Verbal or written notification, on the employee record:
• In Customer First, close the due Future CIC <claim ID> DOC
• In Process Direct, 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
• Online notification - go to Step 10

Disagrees with the advice by the employer, go to Step 12

Employee confirmed the CoC notification provided by the employer online.

In Customer First, on the:

• Employee record:
• Review and finalise the started REA activity
• Document the record. Use Fast Note - select Auto text, use Families > PPLEPT > Employer notified CIC
• Close the PPL CIC notified DOC
• Employer record:
• Document the record. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs
• Close the Chg in Circs <claim ID> DOC

Procedure ends here.

When the PPL CIC notified DOC or REA 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

If contact is unsuccessful via verbal or written notification, on the employee record:

• In Customer First, annotate the PPL CIC notified DOC with the details of the contact attempt and close it
• In Process Direct, 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 contact is unsuccessful via online notification, in Customer First:

• on the employee record:
• review and finalise the started REA activity
• annotate the PPL CIC notified DOC with the details of the contact attempt and close it
• on the employer record:
• document the record. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs
• Close the Chg in Circs <claim ID> DOC

Procedure ends here.

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 via:

• Verbal or written notification - on the employee record:
• In Customer First, annotate the PPL CIC Notified DOC with the details below and close it:
  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>
• In Process Direct, 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
• Online notification, in Customer First:
• on the employee record, review and finalise the started REA activity and annotate the PPL CIC notified DOC with the details of the contact attempt. Close the due PPL CIC notified DOC
• on the employer record, document the record. Use Fast Note - select Auto text, use Families > PPLEPT > Employee - Change in Circs. Close the DOC. Procedure ends here

Disagrees with the advice by the employer, go to Step 12.

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 record

• Verbal notification:
• In Customer First, annotate the PPL CIC notified DOC to include the below text:
  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 DOC on hold for 14 days + allow extra time for mail delivery
• Written notification:
• In Customer First, annotate the PPL CIC notified DOC to include the below text:
  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 DOC on hold for 14 days + allow extra time for mail delivery
• Online notification:
• In Customer First, annotate the PPL CIC notified DOC to include the below text:
  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 REA activity on hold for 14 days + allow extra time for mail delivery

PPLEPT staff will need to contact the employer to discuss and request evidence, go to Step 13.

• 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 Q999 to request evidence
• In Customer First:
• Document the employer's record. Use Fast Note - select Auto text, use Families > PPLEPT > CIC Evidence required
• Close the REQ CIC EVD <claim ID> DOC

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 14.

For employers to upload a document in Business Hub, a task must be initiated by the Paid Parental Leave Employer Processing Team (PPLEPT) staff must:

• select the Business Hub Request Documents tile
• search for the organisation. Note: CRN (CRN must be entered as 10 consecutive characters with no spaces, for example, 408XXXXXXA)
• select the organisation
• select Claimants of PPL
• select the relevant employee from the column on the left hand side
• select Tasks
• select Request evidence for employee's return to work or termination
• update the Authority to request: Paid Parental Leave Act 2010
• update the Information to be supplied: 14 days
• update the Required for: Incomplete Application
• select:
• Termination
• Resignation
• Working on a PPL day (Monday to Friday)
• Select right arrow
• select Add as no additional details 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

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 mail delivery.

Employers can provide evidence via:

• Business Hub
• Centrelink Business Online Services (CBOS)
• Email

Has a due activity or REQ CIC EVD <claim ID> DOC and 14 days passed (including extra time for mail delivery) been allocated?

• Yes:
• to view employer evidence:
  - Centrelink Business Online Services (CBOS) or written, 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> DOC on hold until the allowable time has expired
• procedure ends here

To view evidence provided by an employer staff are to search

• CBOS - in myHSI - Organisation Online Mail inbox
• the PPLINFO mailbox

Has the employer uploaded evidence?

• Yes, on the employer's record in Customer First:
• upload the evidence
• annotate the due REQ CIC EVD <claim ID> DOC with the document(s) provided
• No, on the employer's record in Customer First:
• annotate the due REQ CIC EVD <claim ID> DOC

To view employee evidence, go to Step 4.

To view:

• Enter the Process Direct Inbox
• Type the organisation CRN (CRN must be entered as 10 consecutive characters with no spaces, for example 408XXXXXXA)
• Select:
• Provider Change of Circumstances from the Main Category
• Employment status change from Benefit dropdown
• Go
• Employment status change work item
• Application to ensure the work item is for the relevant employee
• Documents to view the employer uploaded document
• Status
• Change Status
• Completed for Possible Status
• select Save
• if provided, upload the evidence to the employer's record
• Annotate the due REQ CIC EVD <claim ID> DOC on the employer's record with the document(s) provided
• Go to Step 4

To view evidence provided by an employee, search for documents. See Finding digital images on Centrelink customer records.

Go to Step 5.

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 9
• 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.

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.

Staff are to:

On the Employee record, in Customer First:

• Written or previously advised verbal notification:
• make an genuine attempt to contact the employee to advise them of the change of circumstances outcome
• annotate the PPL CIC notified DOC with the decision, details of the contact attempt and if successful contact the discussion with the employee
• close the PPL CIC notified DOC
• Online notification:
• cancel the REA activity
• make an genuine attempt to contact the employee to advise them of the change of circumstances outcome
• annotate the PPL CIC notified DOC with the decision, details of the contact attempt and if successful contact the discussion with the employee

On the Employer record, in Customer First:

• make an genuine attempt to contact the employer to advise they will need to continue delivering PPL payments to their employee
• annotate the REQ CIC EVD <claim ID> DOC with the decision, details of the contact attempt and if successful contact the discussion with the employer

Procedure ends here.

If the evidence provided supports that an employee has worked on a PPL day .

Staff to, in Customer First:

On the employer record:

• Annotate the REQ CIC EVD <claim ID> DOC with the decision
• Close the REQ CIC EVD <claim ID> DOC

On the employee record:

• In Customer First:
• Annotate the PPL CIC notified DOC with the decision
• Close the PPL CIC notified DOC (If applicable)
• Written or previously advised verbal notification, in Process Direct:
• Action the PPL Change in Circumstances workflow to record the update for working on a PPL day
• Go to Step 10
• Online notification, in Customer First:
• Review and finalise the started REA activity applying the working on a PPL day as advised by the employer
• make an genuine attempt to contact the employee to advise them of the change of circumstances outcome
• annotate the PPL CIC notified DOC with details of the contact attempt and if successful, record the discussion with the employee
• Procedure ends here

If the information provided supports that the employee has an exception to working on a PPL day, in Customer First:

• 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 the REQ CIC EVD <claim ID> DOC with the decision, details of the contact attempt and if successful contact the discussion with the employer (if applicable)
• Record a DOC. Use Fast Note - select Auto text, use Families > PPLEPT > Employee – Change in Circs (if applicable). Include the below text in the DOC:
  There is an exception to the notified working on a PPL day
• Close the REQ CIC EVD <claim ID> or Chg in Circs <claim ID> DOC (If applicable)
• on the employee record:
• Annotate the PPL CIC notified DOC with the decision (if applicable)
• Record a DOC. Use Fast Note – select Auto text, use Families > PPLEPT> Employer notified CIC (if applicable). Include the below text in the DOC:
  There is an exception to the notified working on a PPL day
  Exception reason: <insert reason>
• Close the PPL CIC notified DOC (If applicable)

Action the update

Written or previously advised verbal notification:

• Go to the PPL Claim Summary (P1CS) screen
• Key N on the P1CS for the relevant claim ID and select Continue
• On the Employer Notified Details (P1ERD) screen, update the following
• from the Customer’s Employment Status drop down box select Working On A Parental Leave Pay Day
• select the Exception reason from the drop down box
• select Continue
• Go to the Assessment Result (AR) screen to review that the employer role remains as employer
• Finalise the activity
• Procedure ends here

Online notification:

• Go to the Assessment Result (AR) screen
• Select the REA activity, in NXT key P1CS for the PPL Claim Summary (P1CS) screen and select Continue
• on the P1CS key N for the relevant claim ID and select Continue
• on the Employer Notified Details (P1ERD) screen, select the Exception reason from the drop down box
• Select Continue
• Go to the Assessment Result (AR) screen to review that the employer role remains as employer
• Finalise the activity
• Procedure ends here

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 Customer First:

• on the Employer 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 a DOC. Use Fast Note – select Auto text, use Families > PPLEPT > Employee – Change in Circs
• Only include the following in the DOC (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>
• Close the Chg in Circs <claim ID> DOC

• on the Employee record:
• Record a DOC. Use Fast Note – select Auto text, use Families > PPLEPT > Employer notified CIC
• Only include the following in the DOC (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
• Close the PPL CIC notified DOC

Action the update:

Written or previously advised verbal notification:

• Go to the PPL Claim Summary (P1CS) screen
• Key N on the P1CS for the relevant claim ID and select continue
• on the Employer Notified Details (P1ERD) screen, update the following:
• from the Customer’s Employment Status drop down box select Working On A Parental Leave Pay Day
• from the Exception reason drop down box select stillborn child or infant death
• Select Continue
• Go to the Assessment Result (AR) screen to review that the employer role remains as employer
• Finalise the activity
• Procedure ends here

Online notification:

• Go to the Assessment Result (AR) screen
• Select the REA activity, in NXT key P1CS for the PPL Claim Summary (P1CS) screen and select Continue
• on the P1CS key N for the relevant claim ID and select Continue
• on the Employer Notified Details (P1ERD) screen, update the Exception reason drop down box select stillborn child or infant death
• Select continue
• Go to the Assessment Result (AR) screen to review that the employer role remains as employer
• Finalise the activity
• Procedure ends here

Resignation/termination of employment advised within 30 days in advance.

Process Direct

To add a new resignation/termination of employment date or amend previously recorded details - On the employee record:

• Launch the PPL Change of Circumstances workflow:
• Key START into the Super Key
• Select the PPL Change of Circumstances workflow from the Task Selector
• Select the PPL Employment Dates (P1ED) task: to view or update resignation or employment termination
• Select Start
• On the PPL Employment Dates (P1ED) screen, expand the relevant claim via the action field twisty:
• 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.

To add a new working on a PPL day, or amend previously recorded details, on the employee record, in Process Direct:

• Key START into the Super Key
• Select the PPL Change of Circumstances workflow from the Task Selector
• Select the Parental Leave Pay days (P1FLX) task
• To view or update a PPL day select Start
• On the Parental Leave Pay days (P1FLX) screen:
• expand the relevant claim via the action field twisty
• 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 and select Save
• Update Receipt Date, Channel and Service Reason fields
• Select Save

To complete change of circumstances transaction, go to Step 12.

When a transaction is created in Process Direct, the Service Reason may not automatically default to the correct reason. This should be corrected before finalising the transaction.

Process Direct

• Select Assess
• Update Service Reason and Payment System (if required). If the customer receives, or has received other payments in the past, the Service Reason and Payment System may not default to PPL. They must be manually changed to PPL, so the PPL Note generates when finalising the activity. No changes are required to the Activity Type
• Go to the customer information header and check if the Service Reason and Payment System drop downs have defaulted to PPL
• If they have, no action required
• If they have not, change both to PPL
• Address any errors/warnings on the Errors (SWE) screen
• Use Digital Assistant Roxy 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
• If error or warnings cannot be resolved using above resources, Service Officers can raise an incident via Roxy DA. See Reporting ICT issues in Process Direct.
  Note: do not attempt unapproved manual workarounds
• Select Assess again
• Check the results on the Entitlements (ELD) screen are correct, then select Finish
• Record in the Notes 'refer to evidence request DOC for updates'
• Select Finalise
• Employee is on the phone advise them of the change of circumstance outcome
• 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
• Reviewed evidence provided, make a genuine attempts to contact the employee to advise them of the change of circumstances outcome
• 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

Where first contact attempt was successful and the employee confirmed advice and no evidence is required, in Customer First, document the records:

• 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 employee disagreed with advice and evidence was requested once the change in circumstances is applied, in Customer First:

• on the employee record, annotate the PPL CIC notified DOC. Include:
• 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 the REQ CIC EVD <claim ID>DOC. Include:
• 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.

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.