Foreign pension coding 106-08030000

Foreign pension reviews may be set in certain circumstances and appear on the Activity List (AL) screen when they become due.

Has a review of a foreign pension become due?

• Yes, go to Step 2
• No, go to Step 3

For information on automated reviews to track the progress of a foreign pension claim, see Foreign Pension Systems (FPS) status and reviews.

Manual foreign pension reviews are created for the following reasons:

Future coding

These reviews are created to follow up the coding of a foreign pension if the start date was too far in the future to be coded when originally advised. The activity notes show the 2 letter country code (for example, AT = Austria), the payment type (for example, AGE, INV) and 'FUT'.

All necessary details about the foreign pension are contained in a previous DOC.

When the review matures, the foreign pension can be coded. See Table 3 > Step 4.

Dependent child

These reviews are created when the dependent child turns 18 to follow up removal of the dependent child coding.

Foreign pensions generally refer to payments from a country other than Australia that are either made by or regulated by governments but do not include payments under private schemes even if paid to government workers (such as superannuation in Australia).

Note: New Zealand Superannuation (NZS) is the equivalent of Australian Age Pension and should be treated as a foreign pension.

Information is available on known foreign pensions from agreement countries and some non-agreement countries. See What is a foreign pension?

To help identify foreign payments, see Agreement Country Document Catalogue (ACDC) for samples of forms, foreign documents and translations.

Is the payment a foreign pension?

• Yes, go to Step 4
• No, see Foreign income and assets. Procedure ends here

Customers generally need to take reasonable steps to claim and maintain a foreign pension. Centrelink International Services (CIS) are responsible for these assessments.

Is the advice about a rejection, cancellation or suspension?

• Yes, and the Service Officer:
• is in CIS, see Table 5 > Step 1
• is not in CIS, if
  - the customer is on the phone, contact CIS
  - processing a work item for a foreign pension, re-categorise the work item as ZALL_INTL_NOR, see Work Optimiser for staff
• No, and the Service Officer:
• is in CIS, see Table 2 > Step 1
• is not in CIS, go to Step 5

Is the foreign pension:

• a new grant or being coded for the first time (for example in a new claim ), or
• an update to an existing foreign pension:
• for a customer paid under an agreement, where the Agreement Country code on Additional Residence Details (ARD) screen is not blank, or
• updated under DEX or CPI, that is, has ever had a Channel Code of DEX or CPI on the Foreign Pension Information History (FIPH) screen?
• Yes, if processing:
• a non-new claim foreign pension work item, re-categorise the work item as ZALL_INTL_NOG
• a new claim for Australian payment and foreign pension coding is required:
  - Select > Referral
  - Referral type -International Services (CIS)
  - Are you creating a referral for a claim? select Yes
  - Select Next
  - Referral reason - Foreign Pension Coding service request
  - If Country is presented, select the appropriate country if known
  -Additional information must include:
  - Document code, for example INTNOG
  - Document ID
  - date scanned, and
  - relevant page number of scanned document
  - Select Finish
  - Select OK Note: if an online claim is regenerated after the foreign pension coding has been done, the referral must be created again
  Procedure ends here
• No, see Table 2 > Step 1

• If the person entitled to the foreign pension is deceased, the date of death of the person
• If the foreign pension has been granted or changed, the gross rate of foreign pension and any components of the pension
• Who is entitled to the payment, for example, spouse or child payments may be the entitlement of the spouse or child or the pensioner themselves
• The frequency of payments, for example, monthly or lump sums
• Foreign currency in which the payments are made
• Foreign pension reference number
• Date of grant of foreign pension (start date) or date the rate changed
• Either
• Date of Customer Receipt (DOCR): date the customer received the foreign pension notice, or
• Date of Print (DOP): date (if any) that is printed on the notice, or
• Date of Issue (DOI): if known, the date that the notice was issued to the customer
• First Regular Pay Date (FRPD): date that the first regular (non-arrears) payment was, or will be received because of the grant or change in rate
• Date of any other change in rate and the gross rate at each change
• If lump sum arrears were paid:
• the amount of the arrears in the originating foreign currency
• if known, the start and end dates of the arrears period (Arrears Period Start/End Date - APSD/APED)
• the date the lump sum was received
• If the payment is made for a child
• If the payment has been granted for restitution reasons. Note: as this is a sensitive issue, this should only be asked if the customer says something that indicates it is a possibility (for example, customer states payment is because they were a forced labourer/prisoner of war)

Information is available on known foreign pensions from agreement countries and some non-agreement countries.

Note: information should be from an official source (for example, letter or statement from paying authority).

Is the foreign pension coding for a:

• customer who is deceased at the time of coding
• future date of event such as the start date of the foreign pension is more than 30 days in the future
• reimbursement of expenses (for example, bereavement payment) or an exempt payment that cannot be coded (for example, Austrian Pflegegeld)
• dependent child
• lump sum only?

Note: lump sum arrears are often paid with new grants or backdated changes in rates of foreign pensions. Some foreign pensions are paid out as lump sums or there may be an amount for additional lump sum payable, for example, for bereavement or funeral expenses

• Yes. Note: foreign pensions for deceased persons or exempt payments are not coded
  If the foreign pension:
• is for a future date of event, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
  - Service Reason: customer's payment type
  - Review Reason: OSR (Overseas)
  - Due Date: 2 weeks before Event Date of transfer, update or grant of foreign pension
  - Source: INT
  - Date of Receipt: today's date
  - Notes: 'Foreign pension coding is due - transfer to different type of FP, update to or grant of foreign pension.'
  - Keywords: NOG and RVW
  - Workgroup: leave blank
  - Position: leave blank
  - Transfer to Region: leave blank
• is for a dependent child and the customer is either on Parenting Payment Single or paid under the transitional rules, the child income is coded on the PAA screen
• is only a lump sum with no ongoing pension, if the lump sum is:
  - an arrears payment, see Comparable Foreign Payment (CFP) lump sum arrears debts
  Note: small lump sums for backdated increases are not coded, for example, Chinese or Italian pension
  - an other assessable lump sum, see Treatment of lump sums
  Record all details on a DOC
• was a referral from a new claim, see Table 3 > Step 10
  Procedure ends here
• No, go to Step 2

Foreign pensions may be coded in Process Direct or by using the Foreign Pension script in Customer Record.

NZ ASR needs to be coded:

• in an Australian new claim or when processing an NZ pension claim when a customer receiving the ‘in New Zealand’ rate of NZ pension comes to Australia long term,
• when a non-protected Special Category visa (SCV) holder who is long term in Australia is granted a pension from third country (3CP)

If a customer with an ASR coded contacts Services Australia in hardship, the ASR may be zeroed but the customer must be advised that they will have a debt once the NZ Actual Rate is confirmed.

When the NZ Actual Rate is advised by the NZ pension authorities, any ASR that was recorded must be reviewed as part of the foreign pension coding.

See Resources for the Assumed Rate Calculator, Guide and examples of scenarios where the ASR is coded and reviewed.

Does an NZ ASR need to be coded, zeroed or reviewed?

• Yes, and an ASR needs to be:
• coded, calculate the ASR using the Assumed Rate Calculator for the relevant dates. See Resources for examples
• zeroed, staff must advise the customer that:
  - the ASR will be set to zero from date paid to +1, and
  - when the NZ Actual Rate is confirmed, the customer will have a debt raised for the period that the ASR was zeroed

Staff must record all details on a DOC.

• reviewed, when coding the NZ Actual and NZ Notional Rate as advised on a Service Decision, if the ASR:
  - was zeroed for a period, staff must code the NZ rates from the date the ASR was zeroed and raise an ordinary debt, and
  - the NZ Actual Rate was significantly different, staff must review the ASR for the whole period under a Secretary initiated review, including consideration of waiver if there is a negative adjustment. See Resources for examples of reviewing ASR

If coding:

• in Process Direct:
  - for a referral for foreign pension coding in a new claim, see Table 3 > Step 2,
  
• using the Foreign Pension script, see Table 3 > Step 4

• No, go to Step 3

For examples of official foreign pension notice of grant information, see Agreement Country Document Catalogue (ACDC) and Non-Agreement Country Document Catalogue (N-ACDC) Country Index on the Resources page of Eligibility and coding of foreign pensions from non-agreement countries.

Coding new foreign pension for current customer in non-new claim transaction (NNCL)

If a current customer cannot provide official information, such as bank account statements in Australian dollars, to avoid accruing debt, code any new foreign pension advised over the phone from today’s date (‘T’ for today) and request official information from the customer.

Coding for a suspended/cancelled customer or in a new claim transaction (NCL)

For new claims or restorations, official information should always be used unless there is genuine difficulty or circumstances preventing the customer from giving an official statement, for example, for Chinese pensions where there are known difficulties for customers.

If the foreign pension is from an agreement country and the customer is having genuine difficulty getting an official statement, staff in Centrelink International Services (CIS) should use the agreed liaison process. See Agreement Liaison Details (ALD).

For other situations where the customer cannot provide official information, to escalate to International Agreements Team .

Can the foreign pension be coded based on the available information?

• Yes, if coding:
• a new foreign pension for a current customer over the phone, see Table 3 > Step 1
• a referral for foreign pension coding in a new claim:
  in Process Direct, see Table 3 > Step 2
  using the Foreign Pension script, see Table 3 > Step 4
• any other foreign pension coding
  in Process Direct, see Table 3 > Step 3
  using the Foreign Pension script, see Table 3 > Step 4
  if not skilled to code the foreign pension, refer coding to a skilled officer. Run Fast Note, Select Auto Text, use Centrelink International Services > Foreign Income > FP New Grant/Undeclared

• No, run the Request for Information (RFI) process or issue a manual letter for customers outside Australia (XOBS32)
• If on the phone, advise the customer that a request for official information will be sent
• If the foreign pension coding is for a referral for coding in a new claim, see Table 3 > Step 10
• If the foreign pension coding is for:
  a non-new claim transaction (NNCL) transaction, close the work item
  a current customer and XOB sent, set a manual review:
  Service Reason: customer's payment type
  Review Reason: OSR (Overseas)
  Due Date: 2 weeks before Event Date of transfer, update or grant of foreign pension
  Source: INT
  Date of Receipt: today's date
  Notes: 'Foreign pension coding is due - transfer to different type of FP, update to or grant of foreign pension.'
  Keywords: NOG and RVW
  Workgroup: leave blank
  Position: leave blank
  Transfer to Region: leave blank

Procedure ends here.

Check scanned documents to see if a Notice of Grant/official information has already been scanned and is categorised correctly as ZALL_INTL_NOG. Re-categorise if required.

If a Notice of Grant/official information has not been received advise the customer that Services Australia will send a request for the Notice of Grant and that debt(s) may be raised when the agency receive the Notice of Grant/official information.

• Open Process Direct, select the Customer Summary tile, and enter the Customer Reference Number (CRN)
• Select the correct CRN in Search Results
• Key ‘FIPS’ into the Super Key field
• Select +Add New Row on Foreign Pension Details
• Complete the relevant fields in Create Foreign Pension Details:
• Country of Payment
• Currency
  Note: where unofficial information is being used, for example, Australian dollar amount (AUD), official information must be requested
• Type, for example, AGE, INV or SUR
• Frequency
• Reference 1
  Note: when adding a new foreign pension, it is mandatory to code at least one of the four Reference/Description fields. Where no reference number is available, code ‘UNKNOWN’ in Description 1
• Event Date, use ‘T’ for today
• Component fields, as required, for example, Basic Amount
• Select Save
• Complete the Receipt Date and Channel when prompted

Select Save and then Assess.

• This will take staff to the Task Selector screen
• Check that ‘FIPS Foreign Financials (FIPS/FPD/FID/FEIP)’ has been selected (select it if it has not)
• Select Assess again. Process Direct will pause on the Payment Summary (PS) screen
• Select Finish to finalise the coding
• Add the following Finalisation Notes

If Notice of Grant/official information:

• has not been received:
• Customer contacted by phone to advise of new foreign pension.
  New foreign pension coded from today based on information provided by the customer over the phone until official notice of grant (NOG) received.
  Request for official NOG issued and customer advised verbally that debt(s) may be raised once the NOG is received
• has been received:
• Customer contacted by phone to advise of new foreign pension.
  New foreign pension coded from today based on information provided by the customer over the phone

See Table 4 > Step 1.

Select Work Item ID hyperlink in Work Optimiser and select Open in Process Direct.

On the Referral landing page, select the correct Referral Id and select Next to move through the Referral, but do not ‘Finish’.

Select the Transactions icon, then select the online claim work item hyperlink. This will take staff into the new claim. The online claim can be viewed by selecting the Show/Hide chevron in the top left corner.

Key ‘FIPS’ into the Super Key field and compare the provisional data provided in the claim with the documents provided.

If updates/corrections are required:

• Select Delete on the relevant foreign pension Parent Line and confirm ‘Yes’ to delete the Provisional coding,
  Note: if the foreign pension does not need to be coded, for example. exempt and not coded, once the provisional coding is deleted in the claim, see Table 3 > Step 10
• Select +Add New Row
• Complete the relevant fields in the ‘Create Foreign Pension Details’ dialog box:
• Country of Payment
• Currency
• Type, for example, AGE, INV or SUR
• Frequency
• Reference 1
  Note: when adding a new foreign pension it is mandatory to code at least one of the four Reference/Description fields. Where no reference number is available, code ‘UNKNOWN’ in Description 1
• Event Date, use correct date of event for foreign pension in a new claim. See Resources for information.
  Note: only code one date of event at a time. Process Direct will populate the exchange rates after that date. For foreign pension rate changes, for example . CPI, after saving the first date of event, manually insert any new date of event and correct the rate for each subsequent exchange rate date by using the relevant Child line
• Component fields as required, for example, Basic Amount

Select Save. Check the new foreign pension details show as provisional on FIPS.

See Table 3 > Step 10.

Open Process Direct, select Customer Summary tile and input Customer Reference Number (CRN). Select correct CRN from Search Results.

Key ‘FIPS’ into the Super Key field.

If adding a new foreign pension:

• Select +Add New Row on Foreign Pension Details
• Complete the relevant fields in the Create Foreign Pension Details:
• Country of Payment
• Currency
  Note: where unofficial information is being used, for example, Australian dollar amount (AUD), official information must be requested
• Type, for example, AGE, INV or SUR
• Frequency
• Reference 1
  Note: when adding a new foreign pension, it is mandatory to code at least one of the four Reference/Description fields. Where no reference number is available, code UNKNOWN in Description 1
• Event Date, use correct date of event for claims or non-new claims as required. See Resources for information.
  Note: code only one date of event at a time. Process Direct will populate the exchange rates after that date. For foreign pension rate changes for example, CPI, after saving the first date of event, manually insert any new date of event and correct the rate for each subsequent exchange rate date by using the relevant Child line
• Component fields as required, for example, Basic Amount
• Select Save
• Complete the Receipt Date and Channel when prompted and select Save

If updating an existing foreign pension:

To update:

• Reference and Description fields, select Edit on the Parent line
• Component fields, Frequency, Currency, Exchange Rates, select More Info and select Edit on the relevant Child line:
• Currency
  Note: where unofficial information is being used, for example, Australian dollar amount (AUD), official information must be requested
• Frequency
• Event Date, use correct date of event for claims or non-new claims as required. See Resources for information.
  Note: only code one date of event at a time. For foreign pension rate changes for example, CPI after saving the first date of event, manually insert any new date of event and correct the rate for each subsequent exchange rate date by using the relevant Child line
• Component fields as required, for example, Basic Amount
• Select Save

Complete the Receipt Date and Channel when prompted and select Save

If transferring an existing foreign pension to another foreign pension:

To transfer a foreign pension from one type to another for example, INV to AGE use the Edit button on the Parent line. A further dialogue box will present to change more fields.

• In the Change Foreign Pensions Details field:
• Transfer: Yes. This ‘unlocks’ the Type field
• Type: The ‘new’ payment
• Reference 1 / 2: Code reference number(s), if available
• Description 1 / 2: Free text fields for information such as payment name or name of the paying fund
• Payment components: Update Component details if required
• Select Save
• Enter Receipt Date and Channel

Finalise the foreign pension coding transaction by selecting Assess.

Keep selecting Assess as required and then Finish. This will finalise the transaction and the foreign pension will now be coded with all the exchange rate dates from date of event - including in the new claim in Customer Record.

See Table 4 > Step 1.

Note: when using the Foreign Pension script to code a new foreign pension in response to a Process Direct Referral for ‘Foreign Pension coding in a new claim’, delete the provisional foreign pension coding in the Process Direct claim first:

• Select the Transactions icon, then select the online claim work item hyperlink. This will take staff into the new claim. The online claim can be viewed by selecting the Show/Hide chevron in the top left corner.
• Key ‘FIPS’ into the Super Key field.
• Select Delete on the relevant foreign pension Parent Line and confirm Yes to delete the Provisional coding. Exit Process Direct.

Run the script in Customer Record.

After confirming the customer's CRN, the script will gather various data. If there is existing foreign pension coding on the record, the script will present a choice to update the existing foreign pension or code a new instance.

For updates of existing foreign pensions:

• Click on the radio button for the foreign pension to be updated
• Choose the relevant update to make:
• Rate Update (for example, CPI)
• Rate Revision
• Correction
• Transfer to New Type

Depending on the selection, the script may need more details. For example, if a rate revision is due to the death of a partner.

For new instances:

Enter the Basic Payment Details by selecting options from the drop down boxes:

• Country of Payment
  Select from the list of countries provided
• Type of Payment
  Generally AGE, INV, SUR, WAR, SER or OPN. Information is available on known foreign pensions from agreement countries and some non-agreement countries
• Action Required
  Help text is available. Note: if coding is to be included in a new claim activity (NCL), choose 'Rate Update (for example CPI)'

Input the remaining details for the coding:

• Date of Grant/Revision/Change
  Help text is available
• Arrears Period Exists
  If applicable
• Are the Arrears details known?
  If applicable. Note: if information is not available, the Arrears Period Start Date (APSD) may be assumed to be the foreign pension start date and the Arrears Period End Date (APED) may be assumed to be the end of the calendar month before the date on the official notice

The following basic details are used for the DOC:

• Date of Centrelink Receipt (DOR)
• What was received (Source)
• Who sent it (Who)
• How was it sent (Channel)
• Storage
• Date of Batch Storage

The script then performs a number of checks based on the selections. These are usually checks for:

• known coding limits, for example, some payment types cannot be coded for certain countries
• confirming what the script will do, for example, correct previous coding or update from a certain date

Enter the Date Details:

These are used by the script to determine the date of event to use for coding (the coding DOV), which may be a deemed date. Resources has information and examples of the date of event.

Note: the script will populate some fields based on previous selections.

• Date Official Notice/Letter Printed (DOP)
• Date of Issue of Advice to customer (DOI)
• Date of Customer Receipt (DOCR)
• First Regular Pay Date (FRPD)

If applicable, further details may be needed:

• Bereavement Period End Date (BPED)
  Help text is available. For payments related to bereavement, for example, survivor pension, the Event Date is affected by the 14 week bereavement period
• Arrears Period Start Date (APSD)
  Note: if information is not available, the Arrears Period Start Date (APSD) may be assumed to be the foreign pension start date
• Arrears Period End Date (APED)
  Note: if information is not available, the Arrears Period End Date (APED) may be assumed to be the end of the calendar month before the date of the official notice

If not previously confirmed, the script will request confirmation if the coding is based on an official source, for example, statement from the paying authority. If not, a letter may be created by the script requesting the customer to provide an official notice.

The script then requests static data about aliases, reference numbers and payment description:

• Customer Maiden Name
  As applicable. Only asked where:
• Gender: on the Customer Person Details (CPD) screen = ‘F’, and
• No maiden name is recorded
• The script includes the response in the DOC and adds a new entry on CPD when coding is done
• Description
  Help text is available. Free text fields for information such as payment name or name of the paying fund. Note: for payments for a child who is not a dependent child, code 'Child Payment NDE' in the Description field
• Reference
  Help text is available. Code reference number(s), if available. Note: while not mandatory, it is essential to accurately record an agreement country foreign pension reference number to help data exchange (DEX) and automatic rate updates to occur

The script then requests dynamic data about the rates, currency and frequency.

Information on known payments from other countries is available in the Agreement Country Document Catalogue (ACDC) and Eligibility and coding of foreign pensions from non-agreement countries. Specific payment information such as frequency, type and components can be found in the relevant agreement country file.

• Payment components:
  Many foreign pensions are made up of a main pension and additional benefits or allowances. There may be other specific or alternate fields for payments from agreement countries. For most countries this includes:
• Basic Amount:
  This is normally the main pension amount
• Social/Welfare Amount:
  This is normally the total of any additional benefits and allowances
• Currency:
  Foreign pensions must be coded in the source currency even if the pension is received in Australian dollars or alternative currency, for example, US dollars. Note: a notice may be issued to the customer if a foreign pension is coded in a ‘non-standard’ currency. Lump sums must be manually converted and generally coded in Australian dollars using the exchange rate that applied at the time the lump sum was received
• Frequency:
  Code how often the payment is received matching the rate that is to be coded. Some countries may pay more than 12 'monthly' payments per year, for example, holiday payment or Christmas bonus
• Date of Next Change Point (for example, CPI)
  This is a list of the changes in the rate of foreign pension that have been advised. Note: the script will decide and code any changes in existing coding or more dates needed for changes in exchange rates

The script will then:

• summarise the data that will be coded and code the foreign pension. Information may be corrected at this point and further details may be added
• record all details on a DOC
• in some cases, compile a letter to be sent to the customer and allows the user to print locally or centrally
• prompt the user to either code another foreign pension or to finalise the coding

Note: if the coding DOV is too far in the future to be coded, the script will complete the DOC and set a review for an appropriate date when the script can be run again to record the foreign pension. When this review falls due, the script can be re-run. It will then ‘read’ the details in the DOC and proceed with the coding action.

Was the foreign pension coding for ‘Foreign pension coding in a new claim’ Process Direct referral?

• Yes:
• Go to Process Direct Inbox. Enter the CRN into the CRN field and select Go and select the claim work item
• Key ‘FIPS’ into the Super Key
• Select the Sap Refresh button
• Select Yes in the ExecuteSAPRefresh dialog box
• Go to Step 10
• No, see Table 4 > Step 1

Select the Transactions icon, then select the Referral hyperlink. This will navigate out of the claim and back into the referral.

Select the Next button to move through the Referral and add relevant ‘Additional comments’ on the Notes page:

• If the foreign pension was not coded:
• Foreign pension was not able to be validated and Request for Information sent
• If the foreign pension is coded:
• Foreign pension details in the online claim are now correct

Select Complete and then Finish, then OK.

The Referral landing page will show that the Referral is now ‘Completed’.

Procedure ends here.

Once the coding activity has been finalised, the foreign pension(s) will be summarised on the FIPS screen.

• If the foreign pension was manually coded, record all the details on a DOC
• Check the Customer Personal Detail Summary (CPDS) screen and makes sure the customer's name on the official statement is recorded, for example, 'maiden name' (MDN) or 'also-known-as' (AKA)
• If the foreign pension was coded based on unofficial information, run the Request for Information (RFI) process or issue a manual letter for customers outside Australia (XOBS32)

For new grants of Greek or Croatian pensions, further action is needed.

Foreign pension updates may result in a debt if the customer did not notify of the change within their notification period.

Note: if an Assumed Rate of New Zealand (NZ) pension was zeroed for a period due to hardship, calculate an ordinary debt using the historical NZ rates as advised by the NZ pension authorities.

Has the foreign pension coding resulted in a debt?

• Yes, any debts for failing to notify in time should be finalised first as normal before considering arrears debts. See General debt raising information then go to Step 3
• No, go to Step 3

Lump sum arrears payments of foreign pensions are coded differently.

Has the customer been paid any lump sums of foreign pension?

• Yes, go to Step 4
• No, procedure ends here

Any debts due to the payment of lump sum arrears of comparable foreign payment are assessed separately by International Services (CIS).

Note: arrears lump sums for small backdated CPI increases are not assessed, for example, Chinese and Italian pensions.

Has the customer been paid any lump sum arrears of a comparable foreign payment?

• Yes, see Comparable foreign payment lump sum arrears debts. Procedure ends here
• No, see Treatment of lump sums. Procedure ends here

If the foreign pension has been rejected, cancelled or suspended, the date and reason for the decision is required.

Customers who do not take reasonable steps to claim or maintain a comparable foreign payment (see Assisting customers to claim a foreign pension and Assisting customers to maintain an existing foreign pension) may have their Australian payments suspended.

Did the customer take reasonable steps to claim or maintain the foreign pension?

• Yes, go to Step 2
• No, tell the customer that they need to pursue a claim for the foreign pension:
• Select the relevant entry on the Foreign Claim Summary (FGS) screen to navigate to the Foreign Claim Details (FGD) screen
• Set the Status field to 'ISS' and code the Date of event field as 'T' for today
• If appropriate, suspend the customer's Australian payment (SUS-CFP). See Cancellation, Suspension and Rejection reason codes (CLK)
• DOC the decision
• Tell the customer of help available to them and the Foreign Pension System (FPS) review process. See Assisting customers to claim a foreign pension and Foreign Pension System (FPS) status and reviews
• Procedure ends here

Run the Process Foreign Pension Claim script to record the rejection. Procedure ends here.

If the script is not available, code manually.

Does a relevant entry for the foreign pension exist?

• Yes, go to Step 3
• No, go to Step 4

Process Direct

• Go to the Foreign Claim Details (FGD) screen:
• Select Expand for the relevant entry
• Select Edit
• On Change foreign claim details, update:
• Date of Event - dd/mm/yyyy
• Claim Status - FIN - Finalised
• Reason - REJ - Rejected
• Select Save
• Update the following fields:
• Receipt Date
• Channel
• Service Reason: if the system does not select a default Service Reason, select the most relevant Service Reason for the update
• Select Save
• Select Assess and address any errors/warnings
• Select Assess,
• Select Finish. Record details of the update
• Select Finalise

Customer First/Customer Record

• 'S'elect the relevant entry on the FGS screen to go to the Foreign Claim Detail (FGD) screen
• Code the Date of Event field as the date the advice of rejection was received
• Code the Status field as 'FIN'
• Code the Reason field as 'REJ'
• Finalise the activity. Record all details use Fast Note. Select Auto text, use Centrelink International Services > Foreign Pension Claim Finalised > Intl - Foreign Pension Claim Finalised
• Procedure ends here

Process Direct

• Go to the Foreign Claim Details (FGD) screen
• Select Add New Row
• On Create foreign claim details, update:
• Country
• Type Claimed - normally AGE, INV or SUR (not WID)
• Foreign Description - If known, add the customer's foreign reference number
• Foreign Country Office - If necessary, change the value Note: many countries have a default fund set and staff should only change in limited circumstances. Field help (?) has all valid values
• Agency - Code if necessary (Italian claims only)
• Key any other relevant fields
• Date of Event – dd/mm/yyyy (Today)
• Claim Status - FIN - Finalised
• Reason - REJ - Rejected
• Select Save
• Update the following fields:
• Receipt Date
• Channel
• Service Reason: if the system does not select a default Service Reason, select the most relevant Service Reason for the update
• Select Save
• Select Assess and address any errors/warnings
• Select Assess
• Select Finish. Record details of the update
• Select Finalise

Customer First/Customer Record

• Go to the Foreign Claim Detail (FGD) screen and complete the following
• Country field
• Type Claimed: key in the code of the foreign pension type. Note: normally AGE, INV or SUR (not WID). Field help (?) has all valid values for agreement countries
• Foreign Description field key in the customer's foreign reference number if known
• If necessary, change the value in the Foreign Country Office field. Note: many countries have a default fund set which should only be changed in limited circumstances. Field help (?) has all valid values
• If necessary, code the Patronato/Agency field (Italian claims only)
• Do not code the DEX Authorisation field
• Date of Event field as 'T' for today
• Status field 'FIN'
• Reason field 'REJ'
• Finalise the activity
• Record all details on a DOC use Fast Note in Customer First.
  Select Auto text, use Centrelink International Services > Foreign Pension Claim Finalised > Intl - Foreign Pension Claim Finalised
• Procedure ends here