Processing Child Care Subsidy (CCS) claims 007-17103136

If a new claim has been lodged and the child has not been adopted, go to Step 3.

The following procedure supports linking of a child for CCS only claims. If the customer has submitted:

• combined claims (CCS and FTB/PPL/DAP), the child linking processes must be completed as part of the Families legacy claim process. See Step 4 in the Linking a child to a customer's record
• a CCS only claim, go to Step 2

If a child has been adopted:

• create a new child record before linking the customer. This protects the privacy of the adoptive parent, the birth parent and the child. For coding and referral see Claiming payments for children entrusted to care as part of the process of adoption or surrogacy
• any other Customer Reference Number (CRN) issues about pre-adoptive care, child names, aliases and privacy issues must be referred to the Families Level 2 Helpdesk via the request form. The Resources contact a link to the request form

Go to Step 3.

Partner and child relationships must be reviewed/updated before starting to process a CCS claim.

Relationship updates must be done before selecting Process, otherwise significant errors will present during claim processing. See Separating Safely - protecting personal details.

View/update details on the Transaction Summary (TS) screen in the following tables:

• Link Summary (LS). This has all records linked to the customer including children, parents, nominees and organisations
• Marital Status (MS). This has all current and historical partner records

For further information on these tables, see Process Direct navigation, common screens and functions.

Note: where a customer advises they are separating, follow the process in Separating safely - protecting personal details to ensure personal information is kept safe.

If the customer has separated in the last 6 months, this is a family and domestic violence interaction point. See Family and domestic violence.

Relationship details only need updating if the tables have different information to the information provided in the claim. Relationship data (including partners and children) should only be deleted or edited if recorded in error. If the relationship data is no longer applicable, (for example, the customer has become married), add a new line.

In an online claim, updates will automatically populate on the LS and MS tables:

• Confirmed lines happen when the system has matched the child details from the claim to the child record
• Provisional lines happen when the system has matched the child details from the claim to the child record and has created a new CHI/PAR link line
• Unconfirmed lines happen when the system could not match automatically. This may include name and date of birth details mismatch between the claim data and system data
• Changed means existing information which has been changed by claim data

Check:

• the customer is partnered to the correct person (if partnered), If the customer has been assessed as single under any of the following Relationship Qualifiers, they are to be treated as a single for the purpose of the CCS claim:
• Section 24 - The customer will have S24 displayed on the Relationship Qualifier Code column in the Marital Status (MS) table. If the customer has had a change of circumstances that indicates they are no longer eligible for a S24, see Member of a couple reviews - Section 24
• Separated Under One Roof (SUOR) - The customer will have SUR displayed on the Relationship Qualifier Code column in the Marital Status (MS). If the customer has had a change of circumstances where a SUOR exists, see Member of a Couple (MoC) and Separated under one roof (SUOR) assessments
• the date and status of the relationship is accurate
• for any children the customer is claiming for, check the Start Date for the LS line is:
• on or after the child's Date of Birth (DOB), and
• no later than the Deemed Date of Receipt (DDOR)
  Note: the DDOR is showing as the Receipt Date at the top of the screen, next to the Super Key
• there is an LS line for all children the customer is claiming CCS for, and
• the LS and MS lines are showing as Confirmed/Provisional

Are all relationship details, including dates, showing correct?

• Yes, see Table 3
• No, go to Step 4

If all child LS lines are showing as Confirmed with correct start dates, go to Step 5.

If an Unconfirmed line exists for a child, check the LS table for an existing Confirmed line for same child.

If the child has an existing line:

• Delete the Unconfirmed line
• Select > Apply CCS Child Data to show Confirm Child Link
• Select the correct Customer Reference Number (CRN) and child
• Select Link the Child to apply the claim data to the child

Note: if Apply CCS Child Data does not present, check the status of the claim is 'In Process'

If there are no existing Confirmed lines:

• Edit the Unconfirmed line to show Change Link Summary
• Select the Destination CRN field
• Do a thorough search for the child's record. See Searching for a customer on the system
• If the correct child record can be located, select the child and Save
• If a record cannot be located, and the child does not have an existing record:
• The child must be added to the record in Customer First before the claim can be completed in Process Direct
• To add the child to the record, follow Table 1 of Linking a child to a customer's record in Customer First

For SOA processing:

• Select Add to show Create Link Summary
• Link Type: select CHI - Child Link
• From SVC Reason: select PAR - Parent/Guardian
• To: select CHI - Child
• Code the Start Date as the latter of:
• the Deemed Date of Receipt (DDOR)
  Note: the DDOR is showing as the Receipt Date at the top of the screen, next to the Super Key
• the child's DOB
• Select the Destination CRN field
• Do a thorough search for the child's record. See Searching for a customer on the system
• If the correct child record can be located, select the child and Save
• If a record cannot be located, and the child does not have an existing record:
• The child must be added to the record in Customer First before the claim can be completed in Process Direct
• To add the child to the record, follow Table 3 of Linking a child to a customer's record in Customer First

Note: multiple records increase the risk of payment errors, intertwining and potentially fraud. Multiple records may also impact the confidence people have in the quality and correctness of the information Services Australia holds.

If the child LS line start date has an incorrect date recorded:

• Edit the LS line to show the Change Link Summary screen
• Change the start date to the latter of:
• the Deemed Date of Receipt (DDOR)
  Note: the DDOR is showing as the Receipt Date at the top of the screen, next to the Super Key
• the child's DOB
• Select Save

Are any partner relationship updates required?

• Yes, and the customer is advising they are now:
• partnered, go to Step 5
• separated, go to Step 10
• No, see Table 3, Step 1

Check the information provided in the claim and compare to partner data on the Marital Status (MS) screen.

• If a customer advises they are partnered and:
• the customer or partner are currently receiving another payment, go to Step 6
• the customer or partner is linked to a previous partner, go to Step 7
• the partner is/was CCS current from the marital status start date onwards, go to Step 8
• all linking activities must be finalised in Customer First before assessing the CCS claim in Process Direct

Otherwise, go to Step 9.

If the customer or partner is receiving another payment, see Change in relationship status from single to partnered to confirm the relationship and undertake any pre-linking action required.

Once the marital status is updated, in Process Direct, select > Regenerate Claim and continue processing.

Go to Step 9.

See Change in relationship status from single to partnered to confirm the relationship and undertake any pre-linking action required. See Separating safely - protecting personal details.

Once the relationship is confirmed, end date the previous relationship outside Process Direct before linking the new partner in Process Direct:

• In Customer First, unlink the previous partner on the Marital Status (MS) screen
• If the new partner is linked to another person on the system, separate the records using the date of separation
• If a separation date cannot be provided, use the day before the customer became partnered to the new partner
• Finalise activity on the Assessments Results (AR) screen

Once the previous relationship has been ended, relationship details need to be refreshed within Process Direct. Select > Regenerate Claim.

Go to Step 9 to link new partner.

If the partner is or was CCS current from any period following the partnering date, see Family assistance customer becomes partnered to make sure that:

• the Activity Test details are updated correctly, and
• there are no overlapping periods of CCS for the same child

Once the marital status is updated, in Process Direct, select > Regenerate Claim and continue processing.

Go to Step 9.

See Change in relationship status from single to partnered to:

• confirm the relationship, and
• undertake any pre-linking action required

Before linking, search for the partner's record. See Searching for a customer on the system.

Multiple records:

• increase the risk of payment errors, intertwining and potentially fraud, and
• may also impact the confidence people have in the quality and correctness of the information Services Australia holds

Within the Marital Status (MS) table on the Transaction Summary (TS) screen:

• Edit the relevant line, including any Unconfirmed lines, and
• record any necessary updates

If a new line is necessary, which will be common for SOA processing, select Add in the Marital Status (MS) table on the Transaction Summary (TS) screen.

• Event date: Record the Marital Status DOV in dd/mm/yyyy
• Marital Status: select the relevant status from the drop down box
• Partner CRN: select the field to populate the Search and select CRN popup. Select the partner record
• Partner Permitted to Enquire: Select from the drop down list
• Relationship Qualifier Code: leave blank unless customer is to be assessed for a Qualifier code. See Assessment of relationship status - processes, roles and responsibilities

If a customer advises they have separated in their claim, see Change in relationship status from partnered to single. Use this to work out if:

• the separation will need to be verified, and
• any further action is needed

Note: where a customer advises they are separating, follow the process in Separating safely - protecting personal details to ensure personal information is kept safe.

If the customer has separated in the last 6 months, this is a family and domestic violence interaction point. See Family and domestic violence.

If the separation verification requires follow up, place the claim on hold for 14 days:

• Select Status icon
• Select Edit
• Change Status to On Hold
• Select Awaiting ripple confirmation from Legacy System
• Key the On Hold Expiry Date
• Save the status

If the claim was originally allocated via an open FAO Note/DOC with notes Plse action CCS claim in PD, and shared/hierarchy handoff is not required:

• Make sure the Note/DOC is completed
• On the Transactions (TS) screen select Keyword
• Select Add, and search for and select OPSPLAN84. The keyword will now appear in the claim

If it is determined the claim meets conditions where separation does not need to be verified, review the marital status details provided in the claim and in the MS table. Update if necessary.

Go to Step 11.

After completing pre-claim relationship check, from the Transaction Summary select Process located in the bottom right hand corner to start the new claim. The claim will show the Message Log and Task Selector tables on the Errors (SWE) screen.

Does either 'SR146:MY CHILD CARE:Relationship start date XX.XX.XXXX is later than Child in claim start date XX.XX.XXXX' or “E587CU - This date may not be in the future for a CHI link” error present in the Message Log?

• Yes, go to Step 12
• No, see Table 3, Step 1

'SR146:MY CHILD CARE:Relationship start date XX.XX.XXXX is later than Child in claim start date XX.XX.XXXX

This error happens when the child LS Start Date is after the Deemed Date of Receipt (DDOR):

• Select Back to return to the LS screen
• Edit the LS Start Date
• Go to Step 4

'E587CU - This date may not be in the future for a CHI link'

This error happens when the confirmed child LS Start Date is changed to a date greater than or equal to the existing date:

• Select Back to return to the LS screen
• Edit and change the LS Start Date to an earlier date (such as one day earlier, or the child’s DOB)
• Go to Step 3

Select Process. The claim will show the Message Log and Task Selector tables on the SAP Warning and Errors (SWE) screen.

Message Log

This section shows any errors with existing coding. These must be fixed before the claim can be assessed.

Select messages to view/update the relevant details. An error or warning will show if information has not loaded correctly from the online claim or ACC.

If error 'Invalid business partner supplied!' displays, see Table 4, Step 4.

Task Selector/s

• A flag shows against listed screens containing data uploaded from the online claim, or added by a previous staff member
• If processing via SOA, minimal tasks will be pre-selected as all information must be manually input
• Regenerating the claim will clear any previous data coded, including Calculate DDOR changes
• Select screens to be checked/updated. There is an option to select all screens

The Task Selector does not list all screens that may have provisional or confirmed data. For online claims, check the Claim Overview to see if other information has been provided that may need to be updated.

Select Next to go to the selected screens.

If the claim is:

• a SOA, go to Step 2
• an online claim, go to Step 3

Select the following screens from the Task Selector:

• ATD - Activity Test Details
• CCC - Child in CCS Claim
• CRES - Country of Residency
• FTI - Annual Income
• HERITAGE - Aboriginal and Torres Strait Islander Heritage
• PAS - Payment Destination Details
• RSIM - Immigration Movements
• RSIMME - Immigration Enquiry
• RSLEG - Residency Details
• TFN - Tax File Number Authorisation

Select the following screen, if relevant:

• CWS - Commonwealth Sponsored Student

Note: the ACCS Processing Team (ACCSPT) only holds delegation to process Additional Child Care Subsidy (ACCS) claims. Therefore, the ACCS related tasks should not be selected. If a claim has an ACCS component, see Table 3 in Pre-processing check for Child Care Subsidy (CCS) claims for the hand off process.

Select Next to go to the selected screens.

When progressing through the screens staff will see information with a status of:

• Confirmed - information previously verified about the customer
• Provisional - new information updated in the claim transaction
• Unconfirmed - the system could not match automatically. This may include name and date of birth details mismatch between the claim data and system data
• Changed - existing information which has been changed by claim data

Information can be added, deleted or edited, as needed. The information held in the FA084 or claim will need to be checked to determine if an update is required. If the information is already accurately recorded, no updates are required.

If the customer is partnered, select to switch between the customer and partner records if having to correct or update information. When the partner's record is selected, the switch should occur on the same screen, for example if in the Activity Test Details (ATD) screen on the customer record, it will switch over to ATD on the partner record. Once partner updates are completed, select the customer to switch back.

Go to Step 4.

The following screens from the Task Selector may be pre-selected. If the screens are not pre-selected, manually select the tasks:

• ATD - Activity Test Details
• CCC - Child in CCS Claim
• CRES - Country of Residency
• FTI - Annual Income
• HERITAGE - Aboriginal and Torres Strait Islander Heritage
• PAS - Payment Destination Details
• RSIMME - Immigration Enquiry
• RSLEG - Residency Details
• TFN - Tax File Number Authorisation

The following screen will not pre-select. Manually select:

• RSIM - Immigration Movements

Select the following screen, if relevant:

• CWS - Commonwealth Sponsored Student

Note: the ACCS Processing Team (ACCSPT) only holds delegation to process Additional Child Care Subsidy (ACCS) claims. Therefore, the ACCS related tasks should not be selected. If a claim has an ACCS component, see Table 3 in Pre-processing Child Care Subsidy (CCS) claims for the hand off process.

Select Next to go to the selected screens.

When progressing through the screens staff will see information with a status of:

• Confirmed - information previously verified about the customer
• Provisional - new information updated in the claim transaction
• Unconfirmed - the system could not match automatically. This may include name and date of birth details mismatch between the claim data and system data
• Changed - existing information which has been changed by claim data

Information can be added, deleted or edited, as needed. The information held in the FA084 or claim will need to be checked to determine if an update is required. If the information is already accurately recorded, no updates are required.

If the customer is partnered, select to switch between the customer and partner records if having to correct or update information. When the partner's record is selected, the switch should occur on the same screen, for example if in the Activity Test Details (ATD) screen on the customer record, it will switch over to ATD on the partner record.

Once partner updates are completed, select the customer to switch back.

Check/record relevant fields on the ATD screen:

• Activity Type: select from the drop down box
• Activity Start Date
• Activity End Date: if activity is continuous, record 31/12/9999
• Activity Type
• Casual Employment
• Total Hours: per fortnight
• Improves skills or employment prospects: Other Activity type only

See Coding Activity Test details for Child Care Subsidy (CCS) for details on how to record updates to Activity Test Details, including:

• Changes to an existing activity
• Starts an activity
• Decrease in hours
• Stops an activity
• To correct the details of an activity that has only been advised by the customer on the same day, or to make a correction to an activity that has been advised for a new CCS year which has not yet started
• To code an Activity Test exemption

If the customer:

• does not have a partner, go to Step 5
• has a partner, review their activity details by selecting their record in . If the customer has advised of a change to partner's activity test details, follow the same process above relevant to the change. Go to Step 5
• was partnered and has now separated, the Activity Test Result will need to be applied to the customer’s record with Exceptional Circumstances coding. See Table 1 in Coding Activity Test details for Child Care Subsidy (CCS) to determine the correct coding

CCS current children will have a Confirmed Record Status line already coded. Confirmed Record Status lines will rarely require updating/editing.

If the customer claims for a non-current child, a Provisional line will be recorded. The system will calculate the Deemed Date of Receipt (DDOR) and will apply the correct Start Date.

If SOA processing, Add a line for the child being claimed for.

Check/record relevant fields on the Child in CCS claim (CCC) screen:

• Record Status
• Start Date:
• This can only be backdated a maximum of 28 days, and will fall on the Monday of a CCS fortnight. This is the DDOR
• The system will calculate the DDOR and will apply the correct date. However, if staff think the DDOR is incorrect, manually regenerate the claim as Calculate DDOR functionality may have altered this date
  Note: the DDOR is showing at the top of the screen under Receipt Date
• End Date:
• This will default to 31/12/9999, unless adding a line manually
• The end date can also be edited
• Child CRN. This should match the child being assessed for. Note: if the child does not present as an option in the drop down box, see Table 2 and make sure the child shows in the Links Summary (LS) table on the Transactions (TS) screen

Restoring CCS for a child who has incorrectly cancelled mid-week

If it is determined a child has incorrectly cancelled CCS mid-week, that is, the end date of the existing CCC line will be a mid-week date (not a CCS Sunday), and CCS needs to be restored for the child.

Staff do not have access to delete provisional updates on the CCC table, and will need to contact a SSO to complete this task. Note: SOAs will not have a provisional line recorded. If any incorrect children are added, regeneration of the SOA will remove them.

Contact a SSO via the local escalation processes and request to:

• Delete the provisional line. Note: SOAs will not have a provisional line recorded
• Select Edit on the relevant confirmed Decision Unit line within the show Change Child in CCS Claim
• Change the mid-week end date. Use 31/12/9999 if CCS is to be continuous, otherwise select the relevant end date
• Save the changes

Once the SSO have advised action is complete continue with next step.

Changes will be lost if claim is regenerated and the process will need to be repeated if this happens.

Is the customer cancelled 2DL?

To check if a customer is cancelled 2DL see Explaining the Child Care Subsidy (CCS) rate and entitlement.

• Yes, go to Step 6
• No, go to Step 7

If the customer is cancelled 2DL, the new CCS claim can only be backdated to the later of:

• the date the customer met all the CCS income requirements
• by using the 28 day backdating rules

If the latest date under the Income Lodgement Date column noted from 4 is later than the date CCS would grant using the 28 day backdating rules:

• Edit the Unconfirmed Decision Unit line
• Correct the Start Date for each child within the claim to the first CCS Monday after the income lodgement date

The CRES screen is used to record the country in which a person is currently residing and historical details of other countries they have lived in since birth. All countries a customer has ever lived in during their lifetime should be recorded.

See Assessing if a customer is an Australian resident or Residence assessment for customers claiming Child Care Subsidy (CCS) for help to assess residency.

Check/update relevant fields on the CRES screen:

• Country of Residence
• Start Date. The date the customer started residing in the relevant Country of Residence

Consider other immigration screens. Check the Immigration Movements (RSIM) and/or the Travel Outside Australia Summary (TOAS) screens to make sure the customer meets the residence criteria.

If the customer is partnered, check partner's residency details are up to date.

If the customer is not a Commonwealth Sponsored Student, go to Step 9.

The CWS screen requires Level 2 Policy Helpdesk approval before it is coded. See Residence assessment for customers claiming Child Care Subsidy (CCS) for full details, including referral and coding instructions.

The FAO Taxable Income (FTI) screen records the adjusted taxable income for CCS purposes for the relevant financial year.

Check the customer's estimate of adjusted taxable income for the relevant financial year. If the estimate is deemed not reasonable, see Table 3, Step 17 in in Pre-processing Child Care Subsidy (CCS) claims.

Check/update relevant fields on the FTI screen:

• Start Date: for the correct date to use, see Date of event (DOV) for family assistance income estimates
• Financial Year: select relevant year
• Income Source: defaults to Customer Provided
• Income Status: defaults to Estimated Income
• Income components for:
• Taxable income
• Exempt Adjusted Fringe Benefits
• Other Reportable Fringe Benefits
• Reportable Superannuation Contributions
• Total Net Investment Losses
• Tax Free Pensions/Benefits
• Foreign Income
• Tax Exempt Foreign Income

If the customer:

• does not have a partner, go to Step 10
• has a partner, review their income estimate by selecting their record in . If the customer has advised of a change to the partner's income estimate details, follow the same process above relevant to the change. Go to Step 10

For claims submitted before 8 July 2024, the CCS claim will not ask the Aboriginal and Torres Strait Islander Heritage question within the claim. There is no requirement to review the data provided, including confirmed lines. Go to Step 11.

For claims submitted after 8 July 2024, customers will be presented with the Aboriginal and Torres Strait Islander Heritage question within the claim and a Provisional line may be recorded with the customer response.

Evidence to verify the response is not required and not to be requested under any circumstance.

HERITAGE details are to be recorded in the CCS customer’s record, not the child’s record. Ensure Process Direct displays the customer's details at the top of the screen.

Check/update relevant fields on the Aboriginal and Torres Strait Islander Heritage (HERITAGE) screen for each child:

Note: to ensure debts are not raised, new or updated responses are recorded in a new line within the table. The system will automatically end date previously confirmed lines, as necessary, i.e. there is limited need to edit previously confirmed lines.

• Benefit: CCP
• Start Date: If the customer has provided a:
• new response, confirm the claims Deemed Date of Receipt (DDOR) has populated. The date of effect will be the earliest CCS Monday within 28 days of the date of receipt recorded in the HERITAGE screen
• response that differs to a previously confirmed response (that will result in the base 36 hours ceasing), change the start date to today’s date to ensure debts are not raised
  (e.g. Aboriginal or Torres Strait Islander heritage changed to either ‘Do Not Wish to Answer or Not Aboriginal or Torres Strait Islander)
• End Date: new entries will pre-populate to 31/12/9999. (Note: no manual coding/editing of confirmed lines is required, the system will end date as necessary)
• Date of Receipt: the system will pre-populate to the claim submission date
• Heritage: select customer’s response/s from the dropdown box
• Reason: this field will only display for the response of ‘Do Not Wish to Answer’
• Heritage of: select relevant child from the dropdown box

See Coding Activity Test details for Child Care Subsidy (CCS) if further details on how to record updates to the HERITAGE screen is required.

Check/update relevant fields on the PAS screen:

• BSB:- select Browse to populate BSB Search
• Institution Name: auto populates based on the BSB selection
• Account Number
• Account Name/Title: the account is to be held in customer's name solely or as a joint account. The exception is when a payment nominee arrangement is in place on the customer's record
• Country: staff in International Services (CIS) should only code overseas payment arrangements
• Benefit System: for the purposes of CCS, make sure FAO - Family Assistance Office is recorded
• Payment Method: direct credit will auto populate

The RSIM screen will record the child's absences from Australia since 1 September 1994 obtained directly from the Department of Home Affairs records.

If there is an active immigration link in the Immigration Link table, Edit the limiting date field.

The Immigration Movements table is display only.

Check/update relevant fields on the Immigration Enquiry (RSIMME) screen:

• Country of Birth table:
• Country of Birth
• Travel outside Australia table:
• Lived or travelled outside Australia since 1 Sept 1994
• Check information held on RSIM screen
• Immigration Enquiry table:
• Travel Document Number
• Type of document: select the relevant option
• Country of Issue: select the relevant option
• Channel

Select Request Immigration Data. Customer Immigration Link status will automatically update in the Immigration Enquiry table. Go to the RSIM screen to view.

If the customer is partnered, check the partner's Immigration Enquiry details are up to date.

Residence details may be populated from the Request Immigration Data request on the RSIMME screen.

Check/update relevant fields on the Legal Residence Details (RSLEG) screen for both the customer and partner (if partnered):

• Citizenship Details table:
• Country of Citizenship
• Start Date
• Visa Details table:
• Visa number: optional
• Visa Sub Class Code
• Grant Date
• End Date: optional
• Application Date: optional
• Select Assurance of Support Indicator (for AoS staff only)
• Channel: prepopulates to Customer Service Officer (CSO) where manually recorded
• Visa Qualifier Details table:
• Visa Qualifier Code
• Start Date
• End Date
• Channel
• New Zealand Residence Status
• NZ Residence Status
• Status Active

If the information has been automatically populated by the immigration link (the associated channel code will be IMM) and staff are satisfied with the residence information, go to Step 15.

If the information has:

• not been automatically populated by the immigration link, and
• the customer has indicated in their claim they hold a visa subclass 403, and
• they (or their partner) are a Pacific Australia Labour Mobility (PALM) scheme worker who has been approved for Family Accompaniment, then:
• the Visa Qualifier Details table will need to be updated by Centrelink International Services (CIS) before claim can be finalised, and
• a Manual Follow Up (MFU) activity will be generated for CIS to action

Phone CIS to ask the MFU be actioned immediately. See Centrelink International Services (CIS) - contact details for staff.

Once CIS have completed required action, go to Step 15.

Check/update relevant fields on the TFN screen:

• TFN details table:
• Customer TFN
• Exemption: leave blank. If the customer is seeking a TFN exemption, see Exemption from providing Tax File Numbers when claiming Child Care Subsidy (CCS)
• TFN Authorisation Details table:
• Date claim lodged: defaults to the Deemed Date of Receipt (DDOR)
• Date of Receipt: defaults to the DDOR
• Service Reason: select CCP
• Authorisation: select Y-Yes

If the customer is partnered, check partner's Tax File Number Authorisation details are up to date.

If the claim is:

• a SOA, go to Step 16
• an online claim, go to Step 17

Select . Select the child the customer is claiming CCS to go to the SWE screen. The claim will show the Child Message Log and Task Selector tables for the child.

Choose Select all tasks to select the following screens on the Task Selector:

• CED - Child Education Details
• CHC - Child in Care
• CIM - Immunisation
• SCA - Shared Care Assessment

Select Next to go to the selected screens.

When progressing through the screens staff will see information with a status of:

• Confirmed: information previously verified about the customer
• Provisional: new information updated in the claim transaction
• Unconfirmed: - the system could not match automatically. This may include name and date of birth details mismatch between the claim data and system data
• Changed: existing information which has been changed by claim data

Go to Step 18.

Select . Select the child the customer is claiming CCS for to go to the SWE screen. The claim will show the Child Message Log and Task Selector tables for the child.

The following screens from the Task Selector may be pre-selected. If the screens are not pre-selected, manually select the tasks:

• CED - Child Education Details
• CHC - Child in Care
• CIM - Immunisation
• SCA - Shared Care Assessment

Select Next to go to the selected screens.

When progressing through the screens staff will see information with a status of:

• Confirmed: information previously verified about the customer
• Provisional: new information updated in the claim transaction
• Unconfirmed: - the system could not match automatically. This may include name and date of birth details mismatch between the claim data and system data
• Changed: existing information which has been changed by claim data

Check/update relevant fields on the CED screen:

• Child has not started school:
• Start date: child's date of birth
• Education level: select Has not started studies
• No further details need to be entered
• If a Provisional line has not been recorded, there is no requirement to add one
• Primary School:
• Start date: date the child did or is expected to start primary school
  Note: this is not the start of the calendar year. See the Resources page in Updating school status, and assessing age exemptions for Child Care Subsidy (CCS) for a link to term dates for public schools. Use this to help customers with the correct start date
• If the customer has advised they are delaying the child's entry into primary school, start a new line with the new primary start date. This lets the customer access additional pre-school hours (if applicable) when the child is repeating preschool
• Education level: select Primary education
• No further details need to be entered
• Secondary School:
• Start date: date the child did or is expected to start secondary school
  Note: this is not the start of the calendar year. See the Resources page in Updating school status, and assessing age exemptions for Child Care Subsidy (CCS) for a link to term dates for public schools. Use this to help customers with the correct start date
• Education level: select Secondary education
• Disabled child: select Yes or No (leave blank if not known)
• Adult available to care: select Yes or No (leave blank if not known)
• Unable to be left alone: select Yes or No (leave blank if not known)
  Note: Yes confirms the child cannot be left unsupervised

See Updating school status, and assessing age exemptions for Child Care Subsidy (CCS).

Check relevant fields on the CHC screen:

• Start Date - Make sure the child is coded In Customer Care (ICC) and the correct Event Date is recorded:
• Date child entered customer's care/new care arrangements started, if the date is different from child's date of birth
• 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
• If the child is born overseas and has newly arrived in Australia to live with the customer for the first time, use the date of the child's arrival
• If the child is born overseas, and both the child and the parent are newly arrived in Australia, use the child's date of birth
• If the child is in the care of the partner, ensure a CHC line has been recorded for the customer, and step-parent coding has been applied correctly (if applicable)
• Customer Name/CRN: parents linked to the child record will present in the dropdown box
• Care Status: select status

Do care details need to be updated?

• Yes, see Table 3, Step 6 in Pre-processing Child Care Subsidy (CCS) claims for details on updating care in Customer First
• No, go to Step 20

Manually get the AIR data for each child in the claim to avoid gaps and make sure of the correct backdating of entitlement.

While in the SOA claim:

• take note of the postcode of the parent
• from the child/ren record, go to the CIM table via the Super Key and select Add
• select Get AIR Data and Save the result, confirming the provisional AIR date of notification now matches the date of receipt (DDOR) of the claim. Note: the immunisation link should already be established but if linking issues present:
• enter the customer postcode first then, if needed,
• include the Medicare number if available

CCS will reject for children who do not meet the immunisation requirements at the time of claim determination, unless an immunisation exemption is approved or the child is under 3 months. If a claim is rejecting, staff must not hold the claim to wait for the customer to meet immunisation requirements.

Claims should not be rejected where the immunisation status is unknown because a link with the Australian Immunisation Register (AIR) has not been established. If a 'W' (wait) response is received from AIR, place the claim on hold for two business days. This allows time for AIR to attempt to manually complete the link, regardless of the age of the child.

Check the CCS AIR link has been successfully established for the child on the Child Immunisation Details (CIM) screen.

If the child record:

• is linked with the AIR, the following will show:
• Status: Yes or No
• Reason Code: 5 digits, starting with 10
• AIR Response: A (Accept)
• has not linked with the AIR, the following will show:
• Reason Code: 5 digits, starting with '9', '8' or '7'
• AIR Response: R (Reject) or W (Wait)
• Status: no information will exist

For help to establish the link, including where Medicare details have not been provided, see Establishing a CCS link with the AIR table in Immunisation requirements for Child Care Subsidy (CCS).

Check relevant fields on the SCA screen:

• Families Shared Care table:
• Start Date
• Nights in Care
• Care Percentage (%)
• Assessment Method
• Carer
• Apportioning Indicator
• Preliminary Indicator
• More than 2 Carers
• Agency
• SSC Shared Care table:
• Start Date: date of birth/entry into care
• Principal Carer
• SSA Care Percentage
• Carer

If shared care details require updating, see Table 3, Step 6 in Pre-processing Child Care Subsidy (CCS) claims. The shared care assessment is to be updated in Customer First before coding the CCS claim.

If there is no shared care arrangement in place or step parent arrangement (if applicable), tables can be left blank.

The claim will return to the Child Task Selector on the SWE screen once the user has progressed through all the previously selected screens.

If the customer is claiming CCS or is CCS current for another child, repeat steps 16-20 to check/update the information recorded.

Return to the customer's SWE screen to view errors, warnings and messages in the Message Log. These messages inform the items that need to be addressed to prepare to finalise the claim.

Select to launch the Digital Assistant Roxy. Key the error message into the Digital Assistant for help.

See:

• Using Digital Assistant Roxy in Process Direct
• Process Direct navigation, common screens and functions

If claims are to be held pending issue resolution, information is to be updated in relevant progress Notes/DOCs.

If the claim was originally allocated via an open FAO Note/DOC with notes Plse action CCS claim in PD, and shared/hierarchy handoff is not required:

• Make sure the Note/DOC is completed
• On the Transactions (TS) screen select Keyword
• Select Add, and search for and select OPSPLAN84. The keyword will now appear in the claim

Check Process Direct - Current Issues for known errors and approved workarounds.

For:

• Mainframe errors:
• If the error has been resolved, it will continue to show until the user goes back to the SWE screen and select Assess
• Once all errors have been addressed, select Assess then proceed to Table 5, Step 1
• Immunisation related warnings, go to Step 2
• SR906 error, go to Step 3
• Other errors or warnings, go to Step 4

Follow Digital Assistant Roxy help text instructions if any of the following messages appear:

• SR210 MY CHILD CARE: Child DOB mismatch between CLK and AIR
• SR212: MY CHILD CARE: WAIT for AIR manual matching to complete
• SR215:MY CHILD CARE: Immunisation status not received: Eligibility for (Child Name) may cease (see specific instructions if child is under 3 months of age)

For further information see Immunisation requirements for Child Care Subsidy (CCS).

After addressing the data validations, select Assess. Any errors, warnings or messages show and may need to be addressed. If there are no errors, the Assessment Results screen will show.

See Table 5, Step 1.

SR906 error will present where:

• the partner is CCS current for a child that the customer is claiming for, or
• an ex-partner was CCS current for a child that the customer is claiming for. For example, where the customers separation date is after their CCS claim DDOR

Only one member of a couple may be CCS current for a child

• If a customer has lodged a claim or has become partnered and the partner is already CCS current, the:
• current member of the couple will need to cancel their CCS entitlement for the child from a CCS Sunday following last attendance lodged to allow the customer to claim from the next CCS Monday, see Table 3, Step 20 in Pre-processing Child Care Subsidy (CCS) claims, or
• customer will need to withdraw their CCS claim for the child to allow partner to remain CCS current, see Table 3, Step 20 in Pre-processing Child Care Subsidy (CCS) claims
• party who is to become/remain CCS current will need to contact their service provider(s) to make sure the child's enrolment and session reports are under their CRN. Contact customer/partner to determine who remains CCS current
• If the customer's start date (CCS Monday) is before the:
• ex-partner's separation date, the customer's CCS start date will need to start from the CCS Monday following the separation, or
• partner's cancellation date, the customer's CCS start date will need to start from the CCS Monday following the cancellation
• The start date of the claim will need to be adjusted to a later CCS Monday:
• Go to the Decision Unit line to show Change Child in CCS Claim (CCC)
• Select Edit on the relevant line to change the Start date to the CCS Monday following the partner's cancellation or separation date

For example, where the customer and partner separated 5 February 2023 and the claim was submitted 13 February 2023, the DDOR applied by the claim is 23 January 2023. As the DDOR for the customer falls on a date where the ex-partner was CCS current for the child, the SR906 error correctly presents. To resolve this error, the CCC start date should be changed to 6 February 2023, which is the first CCS Monday following separation.

If the customer and partner are switching entitlement from one party to the other and the cancellation has already been recorded, but has not been recorded from a date other than the requested CCS Sunday, a SOA may be required to reassess the period between the date of cancellation and the CCS Sunday. See Table 3, Step 20 in Pre-processing Child Care Subsidy (CCS) claims.

Error 'Invalid business partner supplied!' occurs when the system identifies the presence of a:

• Multiple CRN
• Intertwined CRN
• Deceased CRN - Marital Status (MS) coded as widowed between date of receipt (DOR) and deemed date of receipt (DDOR)

The error:

• prevents processing of CCS claims, and
• alerts Service Officers that they need to take more actions to complete the claim

Check the Link Summary (LS) / Martial Status (MS) screens and identify the:

When Data Quality Unit (DQU) assess the multiple CRN case, a Display on Access (DOA) DOC with office code NA8 will identify the primary CRN.

To action a multiple CRN, see Centrelink customer has multiple Customer Reference Numbers (CRN). This includes when DQU does not assess the multiple CRN.

If the Data Quality Unit (DQU) needs more checks to confirm the primary CRN, hold the CCS claim with reason ‘system investigation’. If this option is not available, select 'Third Party to Provide Information'.

Set CCS claim status on multiple record as 'Not Required'.

Select:

• Show/Hide overview button in the original claim and expand to display the claim details in a new window. Staff need these details to code the SOA
• Status icon, select Edit and change Status to Not Required

Where the primary CRN is determined, index a CCS Social Online Application (SOA). Staff must make sure to use the primary CRN.

Records identified as intertwined will:

• have a Display on Access (DOA) DOC with office code NA8, or
• display the Multiple and Intertwined Warning (MIW) screen

When actioning an intertwined record, see Intertwined Centrelink Records.

If the Data Quality Unit (DQU) needs more checks to confirm the primary CRN, hold the CCS claim ‘system investigation’. If this option is not available, select 'Third Party to Provide Information’.

When actions are complete for the intertwined CRN, index a CCS Social Online Application (SOA). Staff must make sure to use the primary CRN.

Once SOA is actioned for the correct record, set the CCS claim status on the incorrect record as Not Required'

Select:

• Show/Hide overview button in the original claim and expand to display the claim details in a new window. Staff need these details to code the SOA
• Status icon, select Edit and change Status to Not Required

Where staff code the partner as deceased after the CCS claim is submitted:

• set the original claim to 'Not Required, and
• index a CCS Social Online Application (SOA)

Set the claim to Not Required. Select:

• Show/Hide overview button in the original claim and expand to display the claim details in a new window. Staff need these details to code the SOA
• Status icon, select Edit and change Status to Not Required

Once all errors and warnings have been reviewed and actioned, see Table 5.

The Assessment Results screen shows the Customer tab (see screenshot).

Note: this is not the final outcome as the Assessment Results take a moment to load.

Do not take any action until information shows in the Eligibility and Entitlements tables on the SSP tab. These show automatically (see screenshot).

When the Eligibility table to indicate when the screen has finished loading

• Check the date of grant is correct and that backdating provisions have been applied correctly
• Check that all children claimed have been included in the assessment
• If the assessment result shows a CCS status of 'not eligible' and a reason of 'immunisation not met' check that a successful AIR link has been established. See Immunisation requirements for Child Care Subsidy (CCS)

On the Entitlements table:

• Check the CCS percentages and Activity Test Fortnight Hours have applied correctly and from the right dates
• Determine if the claim is reassessing any past periods of CCS:
• Reassessments will show under the Planned Payments table. If the table is blank, the claim is not reassessing past periods of CCS
• See Reviewing assessment outcomes for Child Care Subsidy (CCS) for further information

Select the Customer tab and Partner tab to check the effects of the CCS claim on other payments.

If an incorrect update within the CCS claim has affected eligibility to previous payments, a negative adjustment shows (see screenshot example where an incorrect residency update is causing partner DAP debt).

• Check details provided in the CCS claim. If the:
• claim residence details differ from those previously recorded on the residency screens, correct to align with previous coding
• new information is correct, contact the customer to confirm before accepting the new information, and tell the customer the impact this will have on their other payments

With outcomes confirmed and necessary corrections done, return to the SSP tab to finalise the activity.

Is the claim being processed after the customer was cancelled due to the CCS second deadline (2DL)?

• Yes, and the claim:
• is now granting at a percentage higher than 0% for any children, go to Step 6
• is granting with 0% for all children, go to Step 2
• No, go to Step 6

Check for any outstanding CCS debts

Check if the customer has any outstanding CCS debts:

• Exit out of the claim by selecting Home
• Select Customer Summary from the Process Direct homepage
• Enter in the customer's CRN and select the customer from the Search Results
• Select the Debt icon then launch Debt Management

Does the customer have any CCS debts with a Status of Determined with an Outstanding Amount of more than $0?

• Yes, go to Step 3
• No, claim can be finalised. Go to Step 6

Before CCS can be re-granted, an adequate repayment arrangement needs to be in place. Customers have an adequate repayment arrangement when:

• a current repayment arrangement exists on the OPAL screen in Customer First
• if CCS current at more than 0%, automatic nominated withholdings of 20% are deducted

As the customer's CCS is granting at 0%, staff need to check if a repayment arrangement exists in Customer First by navigating to the Payment Arrangement List (OPAL) screen.

Is there a repayment arrangement on the OPAL screen with a status (STS) of CUR?

• Yes, the customer has a current repayment arrangement in place, claim can now be finalised. Go to Step 6
• No, go to Step 4

The customer will need to negotiate a repayment arrangement with Payment Assurance Operations before CCS can be re-granted, see Procedures for arranging withholdings to recover debts. Attempt to contact customer by phone to discuss:

• 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
• Attempt to make one genuine attempt to contact the customer by phone

Was contact successful with the customer?

• Yes, go to Step 5
• No, claim is to be made not effective (NEF). Go to Step 7

After identification/authorisation of the person on the phone has been established tell the customer:

• Their CCS had been previously cancelled due to not meeting their income requirements by the second deadline
• They now met the income requirements however, they have an outstanding CCS debt. There is no repayment arrangement in place. Before CCS being reinstated, a repayment arrangement will need to be in place for the debt
• Offer to transfer the customer through to Payment Assurance Operations or provide them with the contact number
• Their claim will be placed on hold for one day to give them the opportunity to put the repayment arrangement in place
• If no payment arrangement is in place when the claim is actioned, the claim will be made not-effective and the customer will need to lodge a new claim

Place the claim on hold for two days to allow the repayment arrangement to be put in place. Use hold reason ‘Customer to Provide Information.’ Update the progress of claim Note/DOC of the discussion with the customer (include in the note the Income Lodgement Date noted). After the 2 days, the claim will be reallocated to a staff member.

If staff are allocated the claim after 2 days, check the OPAL screen in Customer First.

Does the customer now have a repayment arrangement in place for the CCS debt?

• Yes, claim can now be finalised. Go to Step 6
• No, claim is to be made not effective (NEF). Go to Step 7

Claim outcomes must be recorded in a document or note.

Select Finish to present the Notes.

If the claim is not being finalised, record relevant information in Notes.

Once the outcome is correct, select Finish then Finalise to complete the activity. Take note of the Transaction ID to include in the claim finalisation Note/DOC.

If the claim is being finalised, for standalone claims, check the Activity List (AL) screen for an open FAO Note/DOC with notes Plse action CCS claim in PD. Complete the Note/DOC in Customer First if this is still open.

Document the claim outcome. Claim ID, Child Name and Reason for adverse decision are considered minimum requirements for claim notes, which should auto populate. Staff must edit their finalisation Note/DOC so it reflects the claim outcome and is not misleading:

• If CCS has been granted for all or any child/ren, the claim notes are to include:
• CCS granted: s85AA to 85GB FA Act 1999
• Claim ID:
• Date of claim: [insert date claim submitted]
• Date of grant: [insert start date of CCS as determined by the system on Assessment Results (AR)]
• Child/ren granted: If assessing a claim where the customer is already CCS current for all children listed in the subsequent claim, use the above grant details and note the claim is a duplicate/multiple. List details of any circumstances updated within the claim
• If CCS has been rejected for all or any child/ren, the claim notes are to include:
• CCS rejected: s85AA to 85GB FA Act 1999
• Claim ID:
• Date of claim: [insert date claim submitted]
• Child/ren rejected:
• Reason: [insert reason, for example, Child over age]

Make two outbound attempts to tell the customer about the adverse decision (where the customer has not been previously contacted and advised). See Advising verbally of an unfavourable decision. Record details of attempts and/or customer discussion in the rejection Note/DOC.

For more information on additional information to be recorded, see

• Online Document Recording Resources page
• Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

Select Finalise (or Not Finalise if appropriate) to complete the activity.

Refresh the page by selecting F5 or exit and re-enter the record to view the finalised claim result.

Check Notes to make sure a sufficient claim assessment DOC has been recorded.

Note: the 'notes' field that appears when finalising the activity does not save notes correctly, so a separate claim assessment Note may need to be recorded.

If necessary, create a new claim assessment Note/DOC.

• Select the Notes icon
• Select Add Note and record details of the update made by copying and pasting the relevant claim notes above

If:

• the claim’s DDOR crosses over into the previous CCS year, and customer has zero rate CCS for this period
• check the MCI link is open for the relevant financial year for the customer and/or partner to make sure the system is reading that income is required
• check FAO Taxable Income (FTI) screen on the partners record to make sure the estimate is confirmed. Where it is identified that the partner’s income estimate is displaying as ‘Provisional’ and/or has not updated in Customer First, in Process Direct:
• create a SOA shell as per Table 2 in Pre-processing Child Care Subsidy (CCS) claims, entering the date the original claim was submitted as the SOA Date of Receipt
• update the partner’s income estimate by inserting a line on the FTI screen with the DDOR as the Start Date
• finalise the SOA shell and annotate the customer’s CCS claim assessment DOC - ‘Partner income estimate impacted by PM31596. SOA coded to apply correct FTI information.’

Procedure ends here.

Claim NEF if:

• customer was cancelled 2DL,
• income requirements not met for previous financial years, and/or
• outstanding CCS debt is not repaid, or has an adequate repayment arrangement in place

A customer cannot reclaim CCS again until they meet all the CCS income requirements for outstanding financial years and outstanding CCS debts fully repaid or have an adequate repayment arrangement in place. Any CCS claims lodged where the customer does not meet these requirements are to be made not-effective (NEF).

• Select claim from Inbox
• Select the Status icon
• Select Edit
• Change Status to Not Effective
• Select Save

For standalone claims, check the AL screen for an open FAO DOC with notes Plse action CCS claim in PD. Complete this off the AL screen in Customer First if this is still open.

Two outbound attempts must be made to tell the customer of the adverse decision (where the customer has not been previously contacted and advised). For more information, see Making an Unfavourable decision (CLK).

Document the outcome via Notes with the following:

• CCS/ACCS NEF: s85AA to 85GB FA Act 1999
  Claim ID:
  Claim date: [insert date Claim completed by the customer]
  Children: [insert names of child/ren for which claim is made NEF]
  Reason: CCS was cancelled due to not meeting income requirements by the second deadline. Income requirements continue not to be met for (insert financial years) and/or non-lodger debt fully repaid or adequate payment arrangement in place when claim processed (delete what is not applicable). It is not possible for a customer to ask for a review of a decision about their entitlement. The claim is taken not to have been made. The customer can ask for a review of the decision, which made the claim not effective. If the claim is still found to be not effective, a new claim will need to be lodged.