This document outlines how to complete the activity on a customer's record. These activities must be completed to ensure customers are advised of their Family Tax Benefit (FTB) assessment.
Actioning a registered or started manual activity
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1 | When a manual letter is produced
A manual letter activity is produced in the following circumstances for Family Tax Benefit (FTB) customers: - customer has died
- customer and their child has died
- child has been recorded as deceased in the past four weeks
- customer's benefit status has been changed by using the code 'OTH' (Other)
- customer has been granted and rejected for the same benefit
- more than one status change for a benefit after status consolidation
- more than 20 events requiring text
- invalid combination of customer status changes
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2 | Completing the activity in Customer First/Customer Record
- Select the customer required. The Activity List (AL) screen will display
- 'S'elect the started or registered activity
- Create and finalise the Online Advice (OLA). Note: Customer First must be used when a letter is created inside a Customer First activity
- Exit the screen. The system will adjust the customer's record and the letter will be issued to the customer
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