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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 ...

  • Select Centrelink Member service
  • Select Menu
  • Select the Child Care Subsidy submenu
  • Select Attendance Record
  • Select the relevant week to view information

Go to Step 3 for disputing attendance reports.

2

Customer viewing attendance reports in Express Plus mobile app + Read more ...

  • Select Menu
  • Select the Child Care Subsidy submenu
  • Select Attendance Record
  • Select the relevant week to view information

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:

  • Absence not recorded correctly
  • Location of care
  • Day/Time
  • Fees

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 ...

  • Select Child Care from the customer record
  • Expand the Session Reports twisty

Update the Session report Start and End Date fields to display the relevant period:

  • Entitlement field - displays the customers overall CCS entitlement for the period (before withholding amounts are applied)
  • Withholdings field - displays the dollar value of the CCS withheld amount Note: there are no withholdings for ACCS
  • Submitted date field - the date the service submitted the attendance report
  • Reason for Change field - the reason the provider has updated, varied or withdrawn the session report:
    • Administrative error - there was a mistake in the original session report, such as an incorrect start time, and the provider has corrected the session report after it was processed and CCS paid
    • General amendment - changes to the session report were made prior to the report being processed (Sunday night) and CCS paid
    • Responding to a carer’s dispute - the session report was updated as the customer disputed a session report
    • Responding to 240C - the session report was changed as a result of a provider compliance notice

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 ...

  • Select Child Care from the customer record
  • Expand the Entitlement Usage twisty
  • Expand Annual Cap to view details about the customer's annual cap balance information per child.
    Disregard balance information if the Annual Cap field is blank, as this means the customer is not subject to an annual cap. The Annual Cap field will display as $10,190 where the annual cap applies. The Entitlement Cap Balance field is calculated by deducting the entitlement paid from the annual cap
  • Expand the hours / fortnight twisty to view the number of hours used for each session of care per period, hours paid and the balance of entitled hours
  • Expand absences to view an absence tracker

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:

  • Select Child Care from the customer record
  • Expand the Session report twisty
  • Select the Disputed/Reverse Dispute option
  • A withdrawn session report is unable to be disputed, Dispute/Reverse Dispute will not be enabled
  • On the Dispute/Reverse Dispute screen select Dispute
  • Enter information into the free text box about the information the customer disputes such as:
    • Absence not recorded correctly
    • Location of care
    • Day / Time
    • Fees
  • Select Save
  • Record notes on the customer record
  • Select Notes icon
  • Select Create note
    • Category field - select change of circumstance
    • Summary field - enter customer dispute session report
    • Content field - enter the following information:
      Customer contacted and advised a dispute to session / attendance report
      Sessions of care disputed
      Reason for dispute
  • Select Save

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.

  • Select Child Care from the customer record
  • Expand the Session report twisty
  • Select the Disputed / Reverse Dispute option
  • On the Dispute/Reverse Dispute screen select Reverse Dispute
  • Enter information into the free text box about why the customer has requested to reverse the dispute
  • Select Save
  • Record notes on the customer record
  • Select Notes icon
  • Select Create note
    • Category field - select change of circumstance
    • Summary field - enter customer dispute session report
    • Content field - enter the following information:
      Customer contacted and advised a reverse to dispute a session / attendance report
      Reason for reversal of dispute
  • Select Save

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:

  • identify the member of a couple who has claimed CCS, and
  • lodge the enrolment under their CRN

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.

  • Go to the CCS Summary (CCS) and untwist the Enrolments and Session Reports tab
  • Check:
    • the dates the CCS customer is current for relevant child/ren, and
    • the partner’s record for session reports in this period

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:

3

Past attendance recorded on partner’s record + Read more ...

  • For attendance submitted on the partner’s record which:
    • commenced at a date earlier than the DDOR of a pending claim or if a claim was lodged today,
    • CCS has not been paid for the session reports, and
    • customer has previously requested the child care provider to move session reports,
  • escalate directly to a Service Support Officer (SSO) using the Direct Referral to SSO online form. The following information must be included:
    • ‘Attendance has been lodged on the partner’s record for a CCS current customer. A request for the child care provider to move the attendance has been previously requested. Please refer to DOC titled ‘CCS attendance lodged on partner record’

Record a Note/DOC on the customer’s record with the following information:

  • Summary: CCS attendance lodged on partner record

Content:

  • Customer name and CRN
  • Partner name and CRN
  • Child/ren name and CRN
  • Child Care Provider name and CRN
  • Child Care Enrolment ID
  • Date customer is CCS current from
  • Dates of relevant session reports
  • Document contact with partner to confirm agreement to request movement of session reports
  • Other relevant details

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:

  • Check the past attendance is lodged on the partner’s record
  • Check the details contained in the referral and the DOC on the customer’s record
  • Confirm the start date of attendance is prior to:
    • the Deemed Date of Receipt (DDoR) if a CCS claim is lodged today, or
    • the DDoR of an existing pending claim lodged on the partner’s record

If the SSO is satisfied the referral meets requirements, they will:

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:

  • annotate the Note/DOC, and
  • advise of the outcome

6

Level 2 Policy Helpdesk response to SSO escalation + Read more ...

Once an outcome is received, if the child care service is:

  • willing to move the relevant sessions, CCS will be paid automatically. The SSO will finalise the SSO escalation
    • No further action required
    • Procedure ends here
  • unwilling to move the relevant sessions, a manual payment will be made to the customer. The SSO will:
    • finalise the SSO escalation
    • contact the customer and advise a manual payment has been issued
    • annotate the Note/DOC to advise the customer has been advised
    • procedure ends here