This document outlines manual processing information for family assistance claims in Customer First when Assisted Customer Claim (ACC) cannot be used. This process is only to be used if the claim workflow cannot be used after the initial claim checks have been completed.
For Families and Child Care Smart Centre claims Processing staff only.
This process is only to be used if the claim workflow is unable to be used after the pre-processing checks have been completed and Assisted Customer Claim (ACC) cannot be run.
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1 |
View claim details + Read more ...
To view online claim details in Customer First
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Select Search Online Claims from Claims Online in Workspace
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Enter the Customer Reference Number (CRN) or online claim ID in the search criteria
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Select Search
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Select the online claim, the status of the claim can be checked in the Claim Overview section. Open the Review Claim section to see the details that the customer has provided
To view paper claims select Document Tools in Customer First.
Medicare enrolment only
If the customer has indicated that they wish to complete Medicare enrolment only:
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Cancel the claim activity and record details on a DOC (ensuring the Medicare Newborn Manual Enrolment (MAENROL) DOC remains open)
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Check if the customer's partner has lodged a claim for payments. If they have, the proof of birth can be used to assess the claim. Note: PPL customers must advise they have applied to register the birth of their newborn child with their state/territory agency
If the customer has lodged a claim since lodging the Newborn Child Declaration (FA081), process the claim using the FA081 as proof of birth. No additional proof of birth document is required.
Claim lodged outside allowable early claim period or NEF claim status
If a pre-birth claim has been lodged more than 97 days before the expected date of birth or entry into care it will need to be made not effective (NEF). See Not effective, rejection, or withdrawal of claim for Family Tax Benefit or Stillborn Baby Payment.
The customer will be required to complete a new claim within the allowable early claim period.
Partner is FTB current
If the customer is claiming and their current partner is FTB/CUR or FTB/CZR, see Partner of a Family Tax Benefit (FTB) customer claims family assistance and/or Parental Leave Pay (PPL).
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Check claim information in Customer First + Read more ...
The following information must be provided (relevant to the claimed payment/s):
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Date of birth (or expected) and primary care details
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Shared care/change of care information and/or evidence (FTB claims only). Note: it may be appropriate to issue a Q810 to request evidence for a change in care/shared care. See Customer advises care arrangements for Family Tax Benefit (FTB)
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Reasonable income estimate
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Australian residence (if required)
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Tax File Number (TFN)
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Bank account details
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Signature requirements met (see the Resources page)
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Child’s Medicare details, including Individual Reference Number (if required)
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If CCS current and becoming partnered, partner's Activity Test Details (ATD) are required. See Family assistance customer becomes partnered
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Any other information and documentation required to assess the claim
FTB claims can still be assessed if certain information is not provided. For example, accommodation details can be provided later to claim Rent Assistance (RA) or FTB can be granted at the legislative rate if the customer does not advise their payment choice.
Has all the information been provided to assess the claim?
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Index claim if necessary + Read more ...
If a claim activity already exists, check claim has been indexed correctly. If the claim has not been indexed correctly, re-index the claim in Customer First using the correct details.
Date of receipt: Claims must always be coded and processed using the correct date of receipt. For scanned claims, this date can sometimes differ from the 'capture date' used to confirm the date when the form was scanned. Confirm the correct date in Customer First using Workspace > New Document Tools - Digitisation > Document Tools. Selecting this provides a search for all documents in the ECRM Environment and displays both the 'date of receipt' and the 'capture date'.
The start date for FTB is generally not the same as the date of receipt of the claim due to backdating provisions. FTB may be backdated to 1 July of the relevant financial year or back to the date of birth of the child.
Customer claiming a new payment (e.g. new customer claiming FTB)
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Index claim on Name Search (IN) screen
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in SrvRsn field code 'FTB'
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in Act field, code 'NCL' (new claim for the primary service reason - up to 3 additional service reasons can be coded in Adl Serv Rsn field)
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code Source and DOR fields
Customer is FTB current (including zero rate) for other children
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Index claim on Family Task Selector (FTS) screen:
FTB instalment claim lodged in the previous financial year but being actioned in the current financial year
If a claim for FTB was lodged in the previous financial year but is being actioned in the current financial year, and the customer has elected a payment choice other than all (such as nil rate, or base rate only), a system limitation defaults the date of effect on the FTB Payment Choices (FPC) screen. As a result, the system will ignore the payment choice for the year in which the claim was lodged, and pay all FTB for the financial year by default.
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If ‘Nil rate’ payment option elected, go to Step 4
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If payment option elected is not ‘Nil rate’ or ‘all’ (for example, base rate only), go to Step 5
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If customer has elected to receive all FTB, go to Step 6
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Payment choice is 'Nil rate' + Read more ...
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Claim for FTB for the current financial year only (lodged in previous financial year):
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re-index the FTB claim with a date of receipt of 1 July of the current financial year
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allow the system to assess the previous financial year do not code FTB Status Override (FYSO) screen
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Combined online claim for both instalment and lump sum claim for previous financial year (lodged in previous financial year but processed in the current financial year), the current year FTB claim and the lump sum claim must be processed separately:
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Cancel the started claim activity on AL screen
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Process standalone FTB lump sum claim for previous financial year (using the date of receipt that the original claim was lodged)
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Using information provided in the online claim from the 'Review Claim' function, index and process the FTB instalment claim. Use 1 July of the financial year the claim is being processed in as the date of receipt
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The financial year in which the claim was lodged will be assessed as a lump sum claim and the financial year the claim was processed in will show FTB CUR/CZR
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The Resources page contains an example of the above scenario
Go to Step 6.
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Payment choice is not 'Nil rate' or 'ALL' (e.g. base rate only) + Read more ...
Staff must make one attempt to contact customer to verbally explain payment choice cannot be applied to previous financial year, and Services Australia will pay all FTB for the past period based on the estimate provided. Advise the entitlement will be checked once actual income has been received.If the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message
If customer does not want to receive all FTB for previous financial year and would rather wait until reconciliation:
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cancel new claim activity
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separate claims must be actioned in this order:
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process standalone FTB lump sum claim for previous financial year (using 1 July as date of receipt), then
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re-index and process FTB instalment using original date of receipt
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if FTB is assessing and paying for a period not claimed (for example, 17/18 financial year), FTB must be made Not Effective (NEF) by coding the FTB Status Override (FYSO) screen for the period not claimed, in accordance with Not effective, rejection, or withdrawal of claim for Family Tax Benefit or Stillborn Baby Payment
If unable to contact customer verbally, process as normal (1 claim) and do not change date of receipt. FTB for current financial year will assess with correct payment choice, FTB for previous financial year will assess on estimates and ignore payment choice.
Go to Step 6.
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Customer Details Task (CDTS) screen + Read more ...
'S'elect screens required. Screens include:
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TFN Details (TFN) screen
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Payment Destination Details (PAFA) screen. See Changing payment destination
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Address Details (AD) screen and Accommodation (AC) screen. See Updating address details. Rent Assistance (RA) is only payable for a past period if the customer is claiming FTB instalments, and is reduced by the amount of RA the customer has already received with their income support payment for that period. If, for example, RA is claimed from 1 July 2016 then the Date of Event field on the AC screen needs to be 1 July 2016. If creating a new record, record the Date of Effect of the address on the AP screen as 1 July 2016
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Record residence information + Read more ...
The datalink between the Department of Home Affairs and Services Australia provides direct information which will be automatically recorded on the relevant screens. The information includes the customer's absences from Australia, citizenship (if available) and visa information (if applicable) from 1 September 1994.
The customer's residence qualification will be automatically assessed as long as the residence information is correctly recorded.
If the residence information is already recorded from a previous claim, no further information will be necessary.
If residence information is incomplete, the Department of Home Affairs datalink will need to be activated to obtain the necessary information. For help, see Activating the Department of Home Affairs datalink and contingency procedures if datalink is unavailable and Residence and Portability screens.
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Is a pre-birth claim being assessed? + Read more ...
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Yes, 'S'elect claim on the FAO Early claims summary (FECS) screen and code the FAO Early claims details (FECD) screen. Go to Step 13
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No, go to Step 9
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Post-birth claim assessment + Read more ...
For each child the customer has claimed for, 's'elect the child on the Child Selection (CHS) screen.
If the child is not listed, search for child via Link Child (LCH) screen.
Ensure that a thorough search has been completed to find any existing child record. This will minimise the risk of creating multiple records. See Searching for a customer on the system for further details.
If child does not exist, add child via Add Child (ACHI) screen. See Linking a child to a customer's record.
Adopted children
If the child was not previously known to the customer or linked on the customer's record, create a new child record and Customer Reference Number (CRN), even if a CRN already exists, and link the new record to the adoptive parent. This protects the privacy of the adoptive parent, birth parent and the child. Follow up action to avoid multiple records will still need to be taken on the previous child record. See Claiming payments for children entrusted to care as part of the process of adoption or a surrogacy arrangement. Record the previous child CRN in the claim DOC on the adoptive parent's record for audit, data quality and QOL check purposes.
If a new child record is created, no information about the adoptive parent or child (including CRNs) is to be noted on the birth parent or previous carer's record. The only information that should be available is the birth or payment information retained via previous child CRN and notes to advise that the child has been subsequently adopted.
Is a step parent claiming for their partner's child?
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Step parent claiming FTB for partner's child + Read more ...
To process a step parent's claim for FTB, complete the following in Customer First.
On the parent's record
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on the Child in Customer Care (CHC) screen in the Care Status field, code 'ICC' (in customer care)
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code the shared care on the FTB Shared Care (FSC) screen (this will be 100% if there are no other carers)
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code the SSA Shared Care (SSC) screen and principal carer indicator (if the partner is the principal carer code the parent as 0%)
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on the Child Override/Claim (CHOC) screen code 'TOP' (transfer to partner)
On the step parent's (customer's) record
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on the CHC screen in the Care Status field, code 'ICC'
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update the SSC screen if required (if the customer is the principal carer code as 100%)
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on the CHOC screen code 'CLM' (claim)
It has been identified that in some cases, care is not being correctly applied when a step parent of a child is in receipt of FTB.
If FTB is transferred out to partner ('TOP' is coded on the Child Override/Claim (CHOC) screen - from parent to step parent) and the customer is a Centrelink and Child Support mutual customer, these records are to be referred for investigation.
For information about this shared care system problem (P24845) that occurs when a parent has transferred their FTB to their current partner (step parent), see the P24845 table on the Process page of Notification and assessment of shared care arrangements for Family Tax Benefit (FTB).
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Code/update child details + Read more ...
On the Child Task Selection (CHTS) screen, select required screens. Note: the following can only be accessed via the CHTS screen:
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Child In Customer Care (CHC) screen: code 'ICC' using the correct Event Date:
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On the CHC screen, DOV: will default to date of birth, but code:
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Date child entered customer's care/new care arrangements commenced, if the date is different from child's date of birth
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Date of birth if the child was born overseas and is considered temporarily absent from Australia. All residency screens need to be coded for the child if the child arrives from overseas
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If the child is born overseas and has newly arrived in Australia to live with the customer for the first time, the date of the child's arrival is to be used
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If the child is born overseas, and both the child and the parent newly arrive in Australia, the child’s date of birth is to be used
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Care status: ICC in Customer Care
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Code number corresponding to care in 'Carer' field
The FTB Shared Care (FSC) and SSA Shared Care (SSC) screens must also be coded for current ongoing care advice (both shared care and 100%). These screens do not need to be coded for children already linked to a customer for FTB purposes or where matching FSC and SSC information is already recorded, unless there has been a change of care. This ensures ongoing data is correct in order to limit the use of incorrect care dates.
Note: if PPL is already claimed, and FTB has now been claimed for the first time, record the FSC table for the relevant children.
For examples of FYSO coding and recording of care details, see the Resources page of Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.
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FTB Shared Care (FSC) screen: Code the care percentage on FSC (this will be 100% if there are no other carers)
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SSA Shared Care (SSC) screen: Code the care percentage on SSC and principal carer indicator, (this will be 100% if there are no other carers)
If a shared care arrangement exists, code shared care details.
On Change Child (CCH) screen:
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Code DOB Verified field
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Code Birth Registration field: For parents, code 'Y' if the customer has advised they have applied to register the birth or code ‘N’ if they have advised they have not registered. Code 'NRE' if this is not required, for example, customer and partner are not the natural parents, child born overseas, or the child has died.
Note: for NBS/NBU, parents must notify that they have applied to register the child's birth with the State or Territory births registry. This requirement only applies to the natural parents of a newborn child. Customers may notify this verbally
If the customer notifies that the birth has been registered after the FTB claim has been finalised, on the CCH screen code 'Y'es in the birth registration field, check the Payment Summary (PS) screen to ensure NBS/NBU is being paid, and finalise the activity on the AR screen
If 'N'o is coded, when the claim is finalised, FTB may be payable but NBS/NBU will not be paid with FTB Part A unless the birth registration requirements are met within the timeframe
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If Newborn Child Declaration (FA081) or Claim for Bereavement Payment (FA008) has been provided, the unique serial number from the back page must be entered/loaded on the Change Child (CCH) screen
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For a stillborn child see Processing claims for Stillborn Baby Payment (SBP)
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Child with single name - If the child has only 1 name for example, Sampson, duplicate the name in both first name and surname fields. This ensures the current system function can pull the appropriate information for letters and online processes for the child
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An unnamed newborn is recorded with the given name of 'Newborn' until the customer advises the chosen name. The new name can then be updated without verification. 'Newborn' must then be listed as an AKA (also known as) name
Code the Child Miscellaneous Circumstances (CHM) screen:
For an adopted child:
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If the child was adopted from overseas, code 'Y' in Adopt outside Aust field and the date the child entered Australia in Arrival Date field
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Code Adoption Type field
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'KNW' (Known adoption) - the customer knows the child and family before they adopt, for example, long term foster child, biological child of their partner, or a niece or nephew
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'LOC' (Local adoption) - the customer did not know the child before the adoption process commenced. Generally arranged by a formal adoption authority. Only for children born/living in Australia
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'OVS' (Overseas adoption) - the customer did not know the child before the adoption process commenced and the child is adopted from overseas. Generally arranged by the adoption authority of the country the child resides in or formal adoption authority in Australia
Code other relevant screens:
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Child Relationship (!CHRE): this page must be updated for all family assistance claims. See Child Relationships page
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Newborn Supplement Questionnaire (!NBSQ) page: If the customer may be eligible for NBS/NBU, check customer responses. Customer responses will be uploaded from the online claim workflow (if used). Responses can be updated or corrected on this page if required. Investigate/follow up if NBS rate category cannot be determined. For help, see Claim choice for a newborn or adopted child
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Child Entitlement National Query (!NCCS) page displays NBU, NBS, SBP and PPL entitlements paid for a child
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FTB Newborn Manual Assessment and Decision (FMAD) page enables manual coding of decisions relating to whether or not a customer is eligible for NBS/NBU in certain circumstances (that is, customer or another person may have already received PPL for the child). For more information on FMAD coding, see the FMAD screen coding table
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Care Alignment Details (!CADDS) page: If care arrangements have been confirmed for FTB, update the care status to 'Finalised'
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Residency details: In most cases a child will meet the residence requirements because they are an Australian resident, or living with an Australian resident, or with a person who is qualified under a residence exemption. All residency screens need to be coded for the child if the child arrives from overseas. See Residence and Portability screens
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If a child is not an Australian resident (they do not have legal resident status or are not residing in Australia) and not living with an Australian resident, the CHC screen is coded as 'Not in Customer Care' (NCC) for the relevant claim period
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If a child has recently arrived into Australia with a FTB customer who becomes residentially qualified, the CHC screen does not need to be altered to date of arrival. If FTB is paying for periods where residence requirements have not been met, the Child Override/Claim (CHOC) screen must be used to override eligibility
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FAO Early Claims Summary (FECS): If a pre-birth claim was previously assessed for family assistance, 's'elect open claim line on the FECS screen and code the FAO Early claims details (FECD) screen to link the pre-birth child to the post-birth claim, inserting the relevant child CRN. Once the claim is finalised, this action of linking the pre and post birth child will also finalise the FAL reminder
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Maintenance Action Test (MAT): In most cases, a customer will be given an automatic Deciding Maintenance Action (DMA period) of 13 weeks (91 days) for a child from the relevant date of event. A manual workaround may be required to simulate a DMA period for the customer. See Maintenance Action Test (MAT) for Family Tax Benefit (FTB) customers
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Medicare Information (MEI) screen. See Establish a link for a child between Centrelink and the Australian Immunisation Register (AIR)
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Child Override/Claim (CHOC) screen. Ensure all service reasons (except pension payments) claimed for the child are included. If an FTB current customer has claimed PPL for their child, ensure FTB is coded on CHOC to reassess FTB for the child. This includes where the customer did not select FTB as a claim choice. If the customer is also in receipt of an Income Support Payment (ISP) (except pension payments), the CHOC screen may need to be coded.
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For single JSP, YA (job seeker) and SpB customers, coding of the principal carer determination on the SSC screen/shared care table will automatically update the customer's principal carer status on the PCCD screen
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Child Student Income/Circumstances (CHSI) screen for FTB
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Child General Circumstances (CHG) screen for FTB (if required)
There is a display fault on the Service Reason Summary (SRS) screen for Service Reason FTB if the customer is on FTB Part B at zero rate (FTB/CZR -PLC) and the customer or their partner has been granted PPL. The SRS screen displays the incorrect Status/Reason field as CZR Public Company. The correct Status/Reason is PLC - Elected on Paid Parental Leave Pay Claim.
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Family assistance details + Read more ...
At the FAO Task Selector (FTS) screen, some screens will be preselected.
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Maintenance for post birth claims made in respect of a FTB child from a previous relationship:
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Non Lodger Exemption (FNLE) screen if customer advises they are not required to lodge a tax return for a previous financial year and the advice is reasonable. Non-lodgement exemptions should not be coded on FNLE screen unless the customer or their partner meets the accepting a non-lodgement advice criteria
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Family Income Estimate. Record current financial year estimate using the correct date of event. If the claim spans financial years, also record previous year estimate on the FAO Income for Previous Year (FIPY) screen. If an estimate is provided for a single income support customer, who is not in an employment income nil rate period or receiving CCS, code the estimate, even though their rate of FTB is not income tested
If an estimate is provided for an unlinked ex-partner and it is for a past period in the current financial year:
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The estimate must not be coded or updated on the ex-partner record
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Use Fast Note – select Auto text, use Families > Reconciliation > FFMI for unlinked ex-partner to send a request to the Manual Intervention Team (MIV). Include the following:
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FFMI coding needed to stop reconciliation for manual check
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partner name
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financial year
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ex-partner income estimate
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income in ex-partner reconciliation period will need to be checked and FIPO coding may be required at reconciliation
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ex-partner claim estimate could not be coded on ex-partner as records were already unlinked. FEXPO coding may be needed to ensure most favourable income is applied
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DOC the record to explain why reconciliation will be manual, and include the ex-partners claim estimate. Example DOC: 'Manual FTB reconciliation required for the YY/YY financial year. Check correct income (claim estimate or end of year income) is applied for the ex-partner income comparison period. If required, code most favourable income on FEXPO. Ex-partner claim estimate is $xx,xxx. Fast Note sent to MIV requesting manual reconciliation.'
Note:
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FFMI coding will be completed by Manual Intervention Team (MIV) after the claim is finalised
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Where it has been identified that a new claim has been processed but the unlinked ex-partner's income was not referred to MIV, the record must now be referred to MIV for correction. Use the above Fast Note and also add the following information:
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'New claim has previously been processed with no Fast Note sent to MIV to ensure the correct income is being coded for the unlinked ex-partner
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MIV to check result and to code FIPO where required and FEXPO to apply the correct income'
If the ex-partner period is not paying (status is CAN or REJ income not provided (INP)):
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Make a genuine attempt to contact the claimant, to advise they will be assessed for the partnered period after the end of the financial year when their actual income is known. If the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message
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If contact is successful, and the customer does not indicate they are in crisis or financial hardship, advise the customer that they will be assessed for the partnered period after the end of the financial year when their actual income is known
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If contact is successful, and the customer indicates they are in crisis or financial hardship and as such require the arrears immediately, manual arrears are to be calculated for the partnered period based on the claim estimate for themselves and their ex-partner. If the ex-partner period status is:
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CAN or REJ, pay the customer via Payment Adjustment (PYAJ) screen after finalising the new claim
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CUR and new claim arrears are paying based on an ex-partner estimate provided in a previous financial year that differs to the claim estimate, manually adjust the arrears before finalising the new claim
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If contact is not successful, document the attempted contact on the record and explain that FTB for this period will be assessed after the end of the financial year, once income has been confirmed. Note: if the customer later contacts within the financial year and requests the arrears for the ex-partner period due to being in crisis or financial hardship, manual arrears are to be calculated for the partnered period based on the claim estimate for themselves and their ex-partner and paid to the customer via PYAJ
If the ex-partner period is paying on an estimate provided for a previous financial year:
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manual arrears are to be calculated for the partnered period based on the claim estimate for themselves and their ex-partner
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before finalising the claim, adjust the arrears for the partnered period to match the amount calculated on the claim estimate. For coding instruction, see Table 2, Step 4 in Payment of arrears after reassessment and stopping a payment
Virtual Service Reason (VSR) activity
Where a Virtual Service Reason (VSR) activity for a Child Care Subsidy (CCS) claim is present on Activity List (AL) in Customer First and is preventing updates to the family income estimate, the VSR activity can be cancelled from AL. No action is required to regenerate this activity as this will be automatically recreated by Process Direct when the CCS Claim is assessed.
FTB Choices
Select and record the customer's FTB payment choice from the FTB Choices Task Selector (FCTS) screen.
Check rate of NBS/NBU
Check the right rate of NBS has been assessed.
Healthy Start for School
If processing a claim after 1 July 2018 for a past period that falls between 2011-12 and 2017-18, if the customer is impacted by the Healthy Start for School initiative, the issues page will display 'The following child does/children do not have health check information recorded for the Healthy Start for School initiative'.
Issue a manual Q999 letter. See the Resources page in Healthy Start for School (HSFS) requirements for financial years 2011-12 to 2017-18 for letter text.
Note: an error message will display if the information in each field does not correspond for the cancellation to be processed.
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Finalise claim in Customer First + Read more ...
Assess the customer's eligibility for payments they have claimed.
Check the results on the Assessment Results (AR) page before finalising the activity. Check that a line exists for each payment claimed.
Note: where a Virtual Service Reason (VSR) activity for a Child Care Subsidy (CCS) claim is present on Activity List (AL) in Customer First and is preventing updates to FAO Income, the VSR activity can be cancelled from AL. No action is required to regenerate this activity as this will be automatically recreated by Process Direct when the CCS Claim is assessed.
If initial eligibility criteria are met pending proof of birth or entry into care, the claim status will display as ASS (assessed) or PND (pending).
Claim spans current and previous financial years
If the claim spans current and previous financial years a separate claim may be required for each financial year. A Centrelink Lump Sum will be automatically created to assess entitlement if it is identified that potential eligibility exists for a previous financial year.
If an early claim has been lodged and the child was born/adopted in the previous financial year but the proof of birth/adoption and extra details are lodged in the following financial year, provided this is within 28 days of the child's expected date of birth/entry into care, the FTB claim is to be assessed from the birth/care date. Do not make the CLK LSC (FTB/ASS-AIU activity) not effective. A lump sum claim is not required in this circumstance.
If FTB was cancelled in the previous financial year, restore if criteria is met. See Restoration of Family Tax Benefit (FTB).
Otherwise, if FTB is assessing for a previous year not claimed, FTB for the previous year is to be made not effective within the current year activity on the FTB Status Override (FYSO) screen:
QOL instructions
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If FYSO has not been coded correctly and the FTB claim is rejecting NDE, INC or NRQ for the previous financial year, the activity should be released with feedback
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If FYSO has not been coded correctly and the FTB claim result is ASS or GRA, the activity should be returned as a rate error
Finalise activity
Finalise the activity on the Assessment Results (AR) screen.
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NEF claim: The customer must be sent a manual letter advising that their claim is not effective and the reason. See Not effective, rejection, or withdrawal of claim for Family Tax Benefit or Stillborn Baby Payment
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REJ/POP or REJ/POB: If proof of birth or entry into care for pre-claims is not verified the system will automatically reject the claim and issue the appropriate letter
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Overpayments will be automatically calculated on the Assessment Results (AR) screen. Navigate to Assessment Consequences (ASC) screen and code 'CAL' in the Debt Action field. The debt shell created after the claim is finalised will need to be actioned as part of this process
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From 10 June 2019, debt offsetting can automatically apply during claim calculation if the customer has an outstanding debt. See Debt offsetting during family assistance reassessment, reconciliation and claim processing
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Education/training requirements for a young person from 16-20 years of age are not met, offer the young person a referral to Workforce Australia
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Use the Fast Note to record the claim outcome - select Auto text, use Families > Claims and select the relevant claim outcome option
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Check entitlement to other payments/benefits and invite claim if appropriate
Potential entitlement to another Centrelink payment
If the customer is potentially entitled to another payment (For example, Parenting Payment Partnered or Parenting Payment Single):
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Discuss this with the customer or send a Q999 letter if no contact can be established. The Resources page contains the text to use in the letter
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Record details on a DOC
Double Orphan Pension
If potentially entitled to Double Orphan Pension (DOP), issue Claim for Double Orphan Pension form (SC003). Record details on a DOC.
ABSTUDY School Term Allowance
If a potential entitlement to ABSTUDY School Term Allowance is identified transfer the customer to ABSTUDY to make a claim over the phone (see ABSTUDY for contact number).
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Rejection letter + Read more ...
If the customer's claim has been rejected, in most cases an automatic letter will be sent to the customer to advise the decision, including the reason their claim has been rejected.
Instances where a letter may not be sent can include where:
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a customer has been granted a LSC for the previous year and their FTB has rejected for the current financial year
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the current FTB status is cancelled and the new claim is rejected for the same reason. The result remains the same as the cancellation and an automatic rejection letter will not issue. For example:
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FTB is previously cancelled due to income (CAN-INC) and a subsequent claim is then lodged and rejected (REJ) due to income
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The FTB status will remain as CAN-INC with no automatic letter issued
To check if a letter has been created:
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run the daily driver by keying 'DDR' in the Nxt field > [Enter]
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check the Select Cobs Record (BLST) screen for an FAOREJ automatic rejection letter
Is a FAOREJ letter queued for issue?
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Yes, procedure ends here.
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No, a rejection letter is not queued for issue:
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Issue Free Text (Q999) to customer, including the reason for the rejection and the review and appeal rights
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The Resources page contains letter text
Check the Activity List (AL) screen to see if a Manual Follow up (MFU) has been created for the reject letter and if so complete the MFU.
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15 |
Customer, partner or dependent receiving SRSS (Benefit status NRR/CUR) + Read more ...
If FTB customer, partner or FTB child are receiving Status Resolution Support Services (SRSS) payment, use Fast Note - select Auto Text, use Multicultural > Updates > FTB Granted for SRSS Customer/Child to send details for follow up. Keyword FTBSRSS will be included on the Fast Note, no additional keywords are required.
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Marital status updated to separated + Read more ...
If the customer’s marital status was updated from partnered to separated for a date more than 3 years in the past and the customer had received FTB for any of these periods.
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Go to the Benefit Action (BA) screen:
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Service Reason: FTB
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Action: REA (Reassess)
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DOV: Date of separation
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Take the activity to the Assessment Result (AR) screen. This should result in FTB re-reconciling. Check the result is correct before finalising
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