Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) - Viewing attendance reports 007-17103147
This page contains information to help customers view attendance information and if necessary lodge a dispute.
On this page:
Viewing and disputing attendance reports - customer view
Viewing and disputing attendance reports - staff view
Attendance lodged on the partner’s record
Viewing and disputing attendance reports - customer view
Table 1
Step |
Action |
1 |
Customer viewing attendance reports in myGov + Read more ...
Go to Step 3 for disputing attendance reports. |
2 |
Customer viewing attendance reports in Express Plus mobile app + Read more ...
Go to Step 3 for information on disputing attendance reports. |
3 |
Disputing attendance reports + Read more ... Customers can dispute their attendance reports online. Customers are able to dispute:
Once the customer has indicated the reason and submitted their dispute, this will flow to the provider to investigate and lodge a varied session report if appropriate. Under no circumstances should anyone from Services Australia contact a child care service to discuss customer queries or disputed information. Advise the customer they should discuss the information with their child care service. If they are unsuccessful at resolving the issue, and they believe there is fraudulent or non-compliant activity by the service, they can access the Department of Education Online Contact Form. |
4 |
Withdraw / reverse disputed attendance report + Read more ... If a customer has incorrectly disputed attendance report information, they can withdraw or reverse the dispute via their online account. |
Viewing and disputing attendance reports - staff view
Table 2
Step |
Action |
1 |
Viewing attendance reports in Process Direct + Read more ...
Update the Session report Start and End Date fields to display the relevant period:
Select an entry to view additional details of sessions of care within the period for a particular child / enrolment ID (including session hours / fees). |
2 |
Entitlement usage + Read more ...
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3 |
Dispute attendance reports + Read more ... Customers are required to dispute attendance information online. See Table 1 for more information. In the event the customer does not have access to online services, Services Australia can register a dispute on the customer's behalf:
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4 |
Withdrawn / reverse attendance report dispute + Read more ... If the customer advises they have incorrectly disputed attendance report information, and do not have access to online services, Service Officers can withdraw or reverse the dispute on the customer's behalf.
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Attendance lodged on the partner’s record
Table 3
Step |
Action |
1 |
Attendance has been lodged on the partner’s record + Read more ... To be eligible for CCS for a session of care, the customer, or their partner, must have incurred a liability to pay for the session under a Complying Written Arrangement (CWA). For sessions of care to be paid, the service needs to:
It is the responsibility of the customer and the child care service to ensure the enrolment has been lodged under the CCS claimant’s CRN. CCS customers who contact and advise that session reports have been lodged under their partner’s CRN should be referred back to the child care provider to discuss whether they will move session reports to the CCS customer. However, there is no legal obligation for the child care provider to do so. Record a Note/DOC on the customer’s record if the customer has been referred back to their child care provider. If the customer has approached the child care provider, and the provider is not willing to move session reports, go to Step 2. |
2 |
Check start date of attendance + Read more ... To view if attendance has been lodged on the partner’s record, navigate to the partner’s record using the Relationship menu or the partner’s CRN directly.
Contact customer and/or partner to discuss who will have ongoing entitlement to CCS (Check Person Permitted to enquired (PPE) before discussing specifics). CCS cannot be granted to both the customer and partner for the same child. Any cancellation of CCS will need to be carefully considered, noting CCS is cancelled from the CCS Sunday, and granted from the CCS Monday. See Cancellation of Child Care Subsidy (CCS ) if cancellation is required. The cancellation or withdrawal will need to be confirmed by the respective party as PPE or nominee provisions do not cover this authority. The customer will need to talk to their provider if future attendance needs to be submitted against the parent who will be CCS current. If the attendance lodged on partner’s record spans a period:
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3 |
Past attendance recorded on partner’s record + Read more ...
Record a Note/DOC on the customer’s record with the following information:
Content:
Place the claim on hold for 7 days. |
4 |
Service Support Officer (SSO) receives referral + Read more ... Where a Service Officer has advised attendance has been lodged on the partner’s record for a CCS current customer, the SSO will review the record and complete the following preliminary checks:
If the SSO is satisfied the referral meets requirements, they will:
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5 |
Level 2 Policy Helpdesk receives referral for past attendance recorded on partner’s record + Read more ... Where the customer is eligible for the sessions on the partner’s record, Level 2 Policy Help Desk will escalate to CCS Level 3 Policy Help Desk for liaison with Department of Education. Once a response is received, Level 2 Policy Helpdesk will:
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6 |
Level 2 Policy Helpdesk response to SSO escalation + Read more ... Once an outcome is received, if the child care service is:
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