Raising Assurance of Support (AoS) debts 005-03060000

Service Officers must complete the AoS Debt Proforma on the Resources page as part of all AoS debt reviews.

Service Officers must have the AoS case open in Process Direct when completing the Proforma. As not all information is accessible from the Online Intervention activity system allocated to them.

Complete the AoS Debt Proforma, using data from the following screens:

• Assurance Details (AOAD)
• Bond Details (AOBD)
• Assurer Details (AOR)

Service Officers must use the Payment Summary Tool to determine if any recoverable payments have been made to the assuree/s.

See:

• Payment Details Download Sheet (PS Tool)
• FAQs for help with using the PS Tool on the Resources page

Assurer AoS debts are reduced by the equivalent amount of any assuree determined debts for the relevant AoS period being calculated.

For cases with multiple assurees, run the Payment Summary Tool for each assuree. This includes multiple/intertwined CRNs.

Before raising an AoS debt, check if letters to the assurer are inhibited due to family and domestic violence.

• Within the review:
• Select the Review Details
• Check the Review Summary for the 'Inhibit Letter Status'
• Outside of the review or Manual Debt:
• Open Process Direct and select Customer Summary
• Search for assuree's record
• Go to Inhibiting AoS letters (AOIL) screen

If the Reason field: DOM - Domestic Violence is coded on the AOIL screen:

• Check the record, if further contact has been made from the assuree for family and domestic violence since the initial social worker contact
• For more information, see Determining if notification of a debt to an assurer can be delayed while the assuree seeks refuge from family and domestic violence

Has further contact been made by the assuree?

• Yes:
• Contact the social worker line for a case consult to discuss if there is any risk if contacting the assurer
• If there is no risk of contacting the assurer, update the AOIL screen to Reason field: NOT - No Longer Inhibited
• Record details on a DOC, include relevant information
• No:
• Update the AOIL screen to Reason field NOT - No Longer Inhibited
• Record details on a DOC, include relevant information

Go to Step 4.

Where the assuree (the recipient of the payment) is incorrectly paid, such as due to administrative error or misrepresentation, a debt may be raised against the assuree. This is:

• known as a 'qualification' debt
• not an AoS debt against the assuree
• a debt owed by the assuree and is raised under Section 1223(1) of the Social Security Act.
  Note: an AoS debt for an assurer is under Section 1227 of the Social Security Act 1991

For more information, see the Resources page > Distinction between an AoS debt and a debt arising from a contravention of the Act.

If the assuree has a qualification debt that is within the AoS period, this debt would not be included in any AoS debt that the assurer would be liable for:

• Check the Debt Summary (DEBTDTL) screen in Process Direct on the assuree record to view debts
• Match the debt period by viewing details on each debt

Does the assuree have any debts that fall within their AoS period?

• Yes, if the debt/s are:
• undetermined on the assuree's record. Use Fast Note - select Auto text, use Debts > DMB Raising > Debt Raising Action DOC Request.
  Place the activity on hold for 14 days or until the debt has been determined
• determined (includes any waived debts during this period) in the AoS period. Make sure this has been or is to be deducted from the assurer's debt calculations. For Manual AoS debts, see Table 4
• No, go to Step 5

Check if there are any existing or potential multiple or intertwined records (this applies to both the assurer and assuree). See Centrelink Multiple Match List (MML) screen.

Does the assuree have a multiple or intertwined record?

• Yes, go to Step 6
• No, continue to assess debt. For:
• Yearly Review, see Table 2
• Expiry Review, see Table 3
• Manual AoS debt, see Table 4

Check if Data Quality Unit (DQU) has assessed the multiple/intertwined record. Check the Document List (DL) screen for a Display on Access (DOA) DOC by NA8 (DQU region code).

Has the multiple/intertwined record been determined by DQU?

• Yes, go to Step 7
• No, refer to DQU:
• For multiple records, see Centrelink customer has multiple Customer Reference Numbers (CRN)
• For intertwined records, see Intertwined Centrelink records
• Create hold to user for the activity for 5 days. Once DQU have made a determination, debt raising can continue

Has there been any recoverable social security payments granted on either the primary or multiple record?

Yes. Check which CRN has the AoS case coded and check the following:

• AoS case:
• Status of the case in Process Direct. It should display as ACC, CUR, EXP or On Hold
• Names of assurers and assurees
• CRN of assurees
• AoS period:
• Start and end date of the AoS period
• If a recoverable payment has been paid to the assuree during the AoS period
• Any AoS debt that have already been raised against the assurer's record
• Raise a manual debt on the primary record of the Assurer
• See Table 4

No. Continue to assess debt. For:

• Yearly Review, see Table 2
• Expiry Review, see Table 3
• Manual AoS debt, see Table 4

AoS debts for joint assurer cases must be raised manually.

The Yearly Review work item will open on the assuree's record, with the:

• heading Online Intervention for [assuree's name]
• customer and interaction details, and
• assessment dates

Select > AoS Review.

The Process icon is not used for Yearly Reviews.

Note: if allocated multiple reviews for the same assuree, AoS Debt staff must action the yearly reviews in order, starting with the oldest review first. Only one review can be completed each day, or letters will not issue correctly. Hold remaining reviews to user and action the following business day.

Open the AoS Debt Proforma on the Resources page.

Complete the AoS Debt Proforma as the review is undertaken.

On the Yearly Review screen, is the indicator No data in the Recoverable Payments field?

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

• Select Finalise
• Key No AoS Recoverable Payment paid in period [DD/MM/YYYY to DD/MM/YYYY]. Use the 'Review Period Start' and 'Review Period End' date on the Yearly Review screen
• Select Finalise. This displays a Success Review Finalised Successfully message
• Select Close. The Customer and Interaction Details screen opens. The Status field, above the Description: AoS Yearly Review field, displays Complete

The 'AoS Bank Guarantee Release' and 'AoS Assurer Statement of Account' letters are set as Do Not Send. Email Business Process Migrants and Assurance of Support to advise letters are to be marked as obsolete.

After completing the Yearly Review with No data in the Recoverable Payments field, investigate if:

• any recoverable income support payments were paid, and
• they have not been raised during the AoS period

Check:

• for any multiple or intertwined CRNs, then
• any recoverable income support payments paid to the assuree during the AoS period, and
• if the recoverable income support payment paid is considered an assuree's or assurer's debt

Raise the manual debt as needed. See Table 4.

• Check debt amount displaying is correct, use the Payment Summary Tool:
• If the PS Tool calculations differs to what is showing in the Yearly Review Summary, check the start and end dates of the review match the PS Tool calculation
• Apportionment of the first and last fortnightly payment received may be required to match the dates of the Yearly Review
• Select each listed Payment Type in the Recoverable Payments field
• View and update Payment Components if needed
• View and Save the Payment Components for each payment line, even if the component amount is not changed:
• If they are not saved before finalising, an AoS debt will not raise in Debt Management Information System (DMIS)
• Select Finalise
• Key Recoverable Payment paid in period [DD/MM/YYYY to DD/MM/YYYY]. Use the 'Review Period Start' and 'Review Period End' date on the Expiry Yearly Review screen
• Select Finalise. This displays a Success Review Finalised Successfully message
• Select Close. The Customer and Interaction Details screen opens. The Status field, above the Description: AoS Yearly Review field, displays Complete

Note: if the Yearly Review is finalised without saving each Payment Component, an AoS debt will not raise in Debt Management Information System (DMIS). A manual debt will need to be raised. See Table 4.

After finalising the Yearly Review in Process Direct.

Check the:

• Debt Summary (DEBTDTL) screen to ensure AoS debt has been raised
• Bond Details (AOBD) bond screen to ensure bond has been adjusted for AoS debt amount

The 'AoS Bank Guarantee Release' and 'AoS Assurer Statement of Account' letters are set as Do Not Send:

• Check the letter content is correct
• Email Business Process Migrants and Assurance of Support to advise letters are to be released or marked as obsolete

The email must contain the following information:

• Subject heading: AoS Bank Guarantee Release and AoS Assurer Statement of Account letter - AoS Debt Processing
• Body:
• Assurer/s CRN(s)
• Review being actioned: Yearly
• LIR Number
• Is the letter content correct: Y/N. If N, reason it is not correct
• Is the letter to be inhibited: Y/N

Business Process Migrants and Assurance of Support will review and advise what action to take.

DOC each assurer's record. Use Fast Note - select Auto text > use Assurance of Support > AoS Debt > AoS Debt Action.

Upload the completed AoS Debt Proforma to all relevant records using Form Type as DBTCAL. See Attaching electronic documents to a Centrelink customer's record using Document Tools in Customer First.

Procedure ends here.

The Expiry Review work item will open on the assurer's record, with the:

• heading Online Intervention for [assurer's name]
• customer and interaction details, and
• assessment dates

Select > AoS Review.

Note: the Process icon is not used for Expiry Reviews.

Open the AoS Debt Proforma on the Resources page:

• Complete the AoS Debt Proforma as the review is undertaken:
• Include all assures on the AoS Debt Proforma
• This confirms all checks have been completed. For example, checking for any multiple records, and if no debts advise nil
• Use the Payment Summary Tool to calculate the debt. See Payment Details Download Sheet (PS Tool):
• To show all payments made during the review period, the end date entered into the PS Tool will need to be adjusted to the delivery date and not the Entitlement Period End Date (EPED)

On the Expiry Review screen, is the indicator No data in the Recoverable Payments field?

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

Before completing the Expiry Review with No Data in the Recoverable Payments field, investigate for any recoverable social security payments paid but has not had a debt raised while under the AoS period.

To investigate if a recoverable social security payment is paid, check:

• for any multiple or intertwined records, then
• the AoS period for each assuree. Check the Assuree Arrival Details (AOAE) screen
• any recoverable social security payments paid to the assuree/s during the AoS period, via the Benefit Status (XDS) or the Payment Summary (PS) screens. If this displays a large amount of data, narrow the search by inputting the following types into System/benefit type code field:
• NSS
• PGA
• PEN

If a recoverable payment has been identified, see Table 4.

If there are no recoverable amounts, complete the Expiry Review:

• Select Finalise
• Key No AoS Recoverable Payment paid in period [DD/MM/YYYY to DD/MM/YYYY]. Use the 'Review Period Start' and 'Review Period End' date on the Expiry Review screen
• Select Finalise. This displays a Success Review Finalised Successfully message
• Select Close. The Customer and Interaction Details screen opens. The Status field, above the Description: AoS Yearly Review field, displays Complete

Go to Step 5.

Check:

• review period start and end dates are correct
• case status is On Hold
• recoverable payments match the calculation for the period raise
• for non AoS recoverable payments, these must be deducted from the overall overpayment
• the calculated debt is correct, check against the Payment Summary Tool on the Resources page

Select each listed Payment Type in the Recoverable Payments field if there are multiple benefit types paid the assuree/s:

• Update Payment Components if needed
• Service Officers must view and Save the Payment Components for each payment, even if the component amount is not changed.
  Note: if the Expiry Review is finalised without saving each Payment Component, an AoS debt will not raise in Debt Management Information System (DMIS). A manual debt will need to be raised. See Table 4
• Debt List (OPDL) screen on the assurer's record for any AoS debts already raised on any of the assurees
• Review period start and end dates of the Expiry Review activity do not overlap with the previously raised AoS debt
• If the review period start and end dates are incorrect, zero out the debts. Raise a manual debt with the correct review period start date, end date and debt amount on the assurer's record
• Select Finalise
• Key Recoverable Payment paid in period [DD/MM/YYYY to DD/MM/YYYY]. Use the 'Review Period Start' and 'Review Period End' date on the Expiry Review screen
• Select Finalise. This displays a Success Review Finalised Successfully message
• Select Close

In joint AoS cases, raise a multiple liability debt with the same debt ID. Code the Multiple Liability (OPML) screen. Do not raise separate debts on each assurer's record.

• Check the:
• Debt list (OPDL) screen to ensure AoS debt has been raised
• Bond Details (AOBD) bond screen in Process Direct to ensure bond has been adjusted for any AoS debt amount
• The system generates the following correspondence. Check the 2 letters have issued and the content is correct:
• Statement of Account letter, addressed to an assurer
• Full or partial bond release letter with a bond amount to the Commonwealth Bank of Australia (CBA), if applicable
• Note: a manual Q386 End of Assurance letter may need to be created as part of the Expiry Review
• The system creates a Bond Return review where a bond is still held. Check the Bond Return review is created, if applicable

The 'AoS Bank Guarantee Release' and 'AoS Assurer Statement of Account' letters are set as Do Not Send:

• Check the letter content is correct
• Email Business Process Migrants and Assurance of Support to advise letters are to be released or marked as obsolete

The email must contain the following information:

• Subject heading: AoS Bank Guarantee Release and AoS Assurer Statement of Account letter - AoS Debt Processing
• Body:
• Assurer/s CRN(s)
• Review being actioned: Expiry
• LIR Number
• Is the letter content correct: Y/N. If N, reason it is not correct
• Is the letter to be inhibited: Y/N

Business Process Migrants and Assurance of Support will review and advise what action to take.

DOC each assurer's record. Use Fast Note - select Auto text > use Assurance of Support > AoS Debt > AoS Debt Action.

Upload the completed AoS Debt Proforma and calculations to all relevant assurer/s records using Form Type as DBTCAL. See Attaching electronic documents to a Centrelink customer's record using Document Tools in Customer First.

Manual AoS debts are raised in the following circumstances:

• An assuree is granted an AoS recoverable payment on a multiple record, go to Step 2
• An Expiry or Yearly Review:
• where No data is showing, and a debt has been identified, go to Step 3
• work item has an incorrect start and/or end date, go to Step 3
• When instructed to do so by an ARO decision, as instructed by ICT or an AoS Helpdesk, go to Step 4
• To adjust or correct an already existing manual AoS debt, go to Step 10
• For any other reason, please first confirm with Policy enquires, Level 2 Helpdesk

Note: for help assessing a customer's individual circumstances, refer to Local Peer Support (LPS). See Tier 1 technical support - Local Peer Support (LPS). LPS will determine if contact with the Data Quality Unit (DQU) is needed. See the Resources page for DQU contact information.

When an assuree is granted an AoS recoverable payment on a multiple record, the standard auto review or debt processes are not generated.

The reviews only generate when the recoverable payment is on the AoS record, with a Benefit Status of AOE/CUR or AOE/ACC.

Give feedback to the Service Officer who incorrectly granted payment on the multiple record if it is clear the error might have been avoided. Use the Staff Feedback Tool.

It will be clear in some cases that the Service Officer could not locate the multiple record either due to the:

• lack of options available at the time of record creation for detecting or preventing the multiple record, or
• nature of the details on the multiple record were so incorrect, that the standard searches would not have located the record

The Service Officer should contact the assuree and their assurer/s to:

• tell the assurer of the AoS debt, and
• establish the assurer/s support for ongoing eligibility under the same principles as an assuree first claiming a recoverable payment. See Assuree makes a claim for an AoS recoverable payment

An AoS Service Officer needs to manually raise a determined debt on the assurer's AoS record for all the recoverable payment/s made on the assurer's multiple record.

Go to Step 4.

For an Expiry or Yearly Review:

• Where No data is showing, and a debt has been identified. In Process Direct:
• incorrect review start and/or end dates are not updatable
• override the review by zeroing out all debt amounts, so no auto debt is raised
• Raise a manual 'Determined' debt in Customer First or Customer Record on the appropriate record
• The 'AoS Bank Guarantee Release' and 'AoS Assurer Statement of Account' letters are set as Do Not Send. Email Business Process Migrants and Assurance of Support to advise letters are to be marked as obsolete

There are some instances where the start and end date are blank on the Bond Details (AOBD) screen, for example:

• the Assuree Arrival Details (AOAE) screen on the assuree's record has not been updated, or
• there may be a possible multiple record

To manually enter start date on an assuree record, see to Activation, cancellation, transfer and expiry of an Assurance of Support (AoS) case.

For a commencement review, see Assurance of Support (AoS) reviews.

Note: for help assessing a customer's individual circumstances, refer to Local Peer Support (LPS). See Tier 1 technical support - Local Peer Support (LPS).

Go to Step 4.

Manual debts are raised on the assurer record in Customer First or Customer Record via the Add Debt (OPAD) screen.

In joint AoS cases, raise a multiple liability debt with the same debt ID by coding the Multiple Liability (OPML) screen. Do not raise separate debts on each assurer's record.

If there are any concerns regarding family and domestic violence if contact is made with the assurer, refer to Table 1 > Step 4 before attempting any contact.

AoS Service Officers must:

• make 2 genuine attempts to contact the assurer/s to advise of the debt to be raised, when:
• the assurer was not contacted when the assuree claimed the recoverable payment
• no previous AoS debts have been raised
• quarterly reviews not actioned or returned
• record details on a DOC. Include:
• each contact attempt
• outcome
• time and date of call, and
• if a pre-call SMS was sent

On the primary assurer record in Customer First or Customer Record, go to the Add Debt (OPAD) screen, code the fields:

• Benefit Type: the recoverable payment type the assuree received
• Reason: ASO - Assurance of Support recovery (old)
• Section of Act: 1227 - Assurance of Support
• Date of Event: the date of event that caused the debt. This can be the same as the start date
• Start Date: start date of AoS debt is the:
• commencement date the recoverable payment was first paid from, or
• date last debt raised to plus one day
• End Date: end date of AoS debt, is the date paid to (not delivery date)
• Calculated Amount: total AoS debt amount
• Addtnl Reference No.: assuree payment record CRN (primary record)

Note: if a customer has a debt that covers multiple social security payments:

• only one debt can be raised for the total value of all recoverable payments, and
• the Benefit type will be the largest value social security payment the assuree received

Press [Enter] to go to the Component Amount (OPCA) screen.

Code the fields:

• Component Type: basic payment or the recoverable supplementary payment type. For payments where the entitlement falls within one financial year but is paid in the following financial year. Code the Component Amount (OPCA) screen using the tax year (financial year) dates in which the payment was paid
• Ben: the code for the recoverable payment type the assuree received
• Start Date and End Date: as relevant to the AoS debt
• Calc Amt $: total calculation of the basic payment or recoverable supplementary type

If an error 'E171DB - Component period cannot span two financial years' presents, change the dates to match the Entitlement Period End (EPED) dates.

Note: some components of payments received may be on the second page of the OPCA screen.

Press [Enter] to go to the Assessment Finalisation screen. Enter Y in the Finished? field.

Add any notes in Activity Comments field.

Is this a multiple liability debt?

• Yes, go to Step 8
• No, go to Step 9

Do not raise separate debts for each assurer.

If there are joint assurers, raise a multiple liability debt with the same debt ID:

• Go to the Multiple Liability (OPML) screen
• Select the debt of the primary assurers record from the OPDL screen
• Code OPML in the next screen
• For each joint assurer, complete the:
• Co-Debtor CRN field with the CRN of the secondary assurer
• Enter the full debt amount in Liability field
• Press [Enter] to go to the Assessment Finalisation (OPAF) screen
• Enter Y in the Finished? field
• Add any notes in Activity Comments field

Go to Step 9.

To adjust a manually raised AoS debt as the 'Determined' debt calculation is incorrect, or needs to be adjusted to comply with a review of a decision, or Authorised Review Officer (ARO) determination:

• Select the relevant manual AoS debt from the Debt List (OPDL) screen
• Go to the Debt Amount (OPDA) screen:
• Select the correct Debt ID
• Select the relevant option from the Reason Changed field
• Correct the Calculated Amount $ field to adjusted amount or to zero, as applicable

See Changing account details on debts raised in the Debt Management and Information System (DMIS).

The 'AoS Bank Guarantee Release' and 'AoS Assurer Statement of Account' letters are set as Do Not Send. The AoS Yearly and Expiry Reviews completed in Process Direct will automatically create the debt letter when activity is finalised.

Staff need to:

• view the letter via Search Outbound Correspondence in Customer First
• check the letter content is correct
• email Business Process Migrants and Assurance of Support to advise letters are to be released or marked as obsolete

If an incorrect letter was generated, create the required manual letter/s in Customer First. Use:

• Q084 AoS Assurer Statement of Account letter (for assurer), and
• Q271 AoS Bank Guarantee Release letter (for CBA)

Note: if the debt is a multiple liability debt, send a Q084 to each assurer.

See Creating an Online Advice (OLA), including within an existing activity. Letter to assurer/s:

• Key LD in Next
• Letter Code: Q084
• Service Reason: AoS
• Enter all the required fields:
• In the Amount field, do not code $
• Option 1 - unable to support
• Option 2 - unreasonable to support and is for family and domestic violence only
• Command: FIN

Letter to CBA:

• Key LD in Next
• Letter Code: Q271
• Service Reason: AoS
• In <BGRCVY: Bank Guarantee recovery - full=1 partial=2, None=3 field, key:
• 1 if the full bond is to be returned to Centrelink, or
• 2 if partial bond to be returned to Centrelink
• Command: FIN

In Process Direct update the bond balance for the AoS case via the Bond Details (AOBD) screen, for future debt recovery or release.

AoS period has not expired

• Select Add
• Enter start date (date the debt was raised)
• Select appropriate Bond Action Reason
• Bond Manually Recovered to Centrelink
• Partial Bond Manually Recovered to Centrelink
• Update Bond Account Balance field (Note: due to system limitation, $0 cannot be coded, instead code $0.01)
• Update Debt ID. Add the Debt ID for the debt raised

AoS period expired

• Select Add
• Enter start date
• Select appropriate Bond Action Reason
• Bond Manually Recovered to Centrelink
• Partial Bond Manually Recovered to Centrelink
• Bond Manually Recovered to assurer
• Update Bond Account Balance field
• Update Debt ID. Add the Debt ID for the debt raised

Create a manual Bond Review to follow up return of bond to Services Australia

In Customer First, create a manual review on the Review Registration (RVR) screen. Complete the fields as follows:

• Service Reason: AOS
• Review Reason: FSB (Failed to Supply Proof of Bond Lodgement)
• Due Date: 42 days from date debt raised
• Source: INT
• Date of Receipt: today's date
• Notes: 'Manual letter issued <insert date issued> to CBA requesting return of bond amount <insert bond amount> to recover AoS debt ID <insert debt ID number located on the Debt List (OPDL) screen>.'
• Keywords: MANREV
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Open the AoS Debt Proforma on the Resources page.

Complete the Fast Note section of the pro forma.

Use Fast Note - select Auto text > use Assurance of Support > AoS Debt > AoS Debt Action.

Paste the completed proforma section into the Fast Note text.

If there are multiple assurers, document each assurer record for cross referencing.

Upload the completed AoS Debt Proforma to all relevant records using Form Type as DBTCAL. See Attaching electronic documents to a Centrelink customer's record using Document Tools in Customer First.

Is the customer asking for an:

• explanation or review of an AoS debt decision, go to Step 2
• AoS debt to be written off, go to Step 3
• AoS debt to be waived, go to Step 4

If the customer disagrees with the debt decision, see Request for an explanation or application for a formal review.

Procedure ends here.

For the Assurance of Support (AoS) Processing team and Debt Recovery team only.

Standard write off considerations apply for AoS debts, see Writing off Centrelink debts.

Procedure ends here.

For the Assurance of Support (AoS) Processing team and Debt Recovery team only.

AoS debts cannot be waived.

See Waiving Centrelink debts for details on the process of waiving a debt, but continue below for more process and policy information for waiving an AoS debt.

An AoS debt cannot be waived due to administrative error as s1237A of the Social Security Act 1991 only applies where the payment is received by the debtor (assurer). An assurer does not receive the payment so s1237A does not apply. For instance, where an assuree had received an incorrect rate of recoverable payment, due to an administrative error. Although the error was administrative, the payment was made to the assuree rather than the debtor. As such, the debt cannot be waived due to administrative error as the assuree is not the debtor in the AoS case.

See the Resources page, Reasons an AoS debt cannot be waived.

Yearly and Expiry Reviews have no Quality Management Application (QMA) in Process Direct.

Staff not proficient in AoS debts must:

• have their activity manually checked by a suitably skilled officer
• upload the completed debt proforma, PS Tool and checklist onto the customer's record
• finalise the Yearly and or Expiry Review in Process Direct once checked

Manual debts raised in Customer First or Customer Record will be automatically selected for Quality On Line (QOL) checking based on proficiency levels of staff.

Staff must:

• upload to the assurer's record the:
• the AoS Debt Proforma, and
• PS Tool calculations
• record details on a DOC. Use Fast Note - select Auto text > use Assurance of Support > AoS Debt > AoS Debt Action

Staff may receive feedback via the Staff Feedback Tool:

• when their Yearly and Expiry Reviews are quality checked, and
• where the QOL tool does not capture the relevant errors for manual reviews

The AoS Yearly and Expiry Reviews will automatically create the appropriate debt letter. Where a manual letter is required, staff must not finalise the letter until a suitably skilled officer has checked it. For example, by a:

• Local Peer Support (LPS)
• Service Support Officer (SSO)
• Team Leader

See Quality On Line (QOL) and Creating an Online Advice (OLA), including within an existing activity.

When investigating potential AoS debts, QOL checkers may need to request the following resource in the ICT Security Portal (ISP):

• PROCESS DIRECT CSP AOS PROCESSING STAFF

Where the system has incorrectly issued a Bank Guarantee Release letter to the Commonwealth Bank of Australia (CBA) before the Expiry Review has been finalised, seek help from Local Peer Support. See Tier 1 technical support - Local Peer Support (LPS).

LPS will escalate to a Service Support Officer (SSO) to seek confirmation from CBA on the bond release status by emailing Business Process Migrants.

Staff must not finalise the activity until confirmation has been received.

Staff are to:

• place activity on hold for 14 days
• create a hold to user for 14 days
• record details on a DOC

Where a system issue is encountered, staff must escalate the issue to ICT via Roxy or mySupport.

For system issues in:

• Process Direct, see Using Digital Assistant Roxy in Process Direct
• Customer First or Customer Record, staff must lodge a mySupport, see the Resources page for a link

When escalating a system issue/s staff must:

• attach screen shots of the error
• advise where the error is occurring (screen or workflow name)
• include the AoS Case number

Staff must record details on a DOC and await ICT response with instructions.

When AoS Debt processing staff are raising a debt, contact must be made with the assurer to discuss an unfavourable decision:

• Explain the decision
• Give them the chance to provide more information or evidence, if relevant
• Tell them of their review and appeal rights. If needed, record their application for a formal review of the decision

See Advising verbally of an unfavourable decision.

If a Service Officer makes an outbound call to the assurer, go to Step 2.

If customer contacts about a raised AoS debt, go to Step 5.

Make genuine attempts to contact the assurer to discuss the decision.

If contact with the assurer is:

• successful, go to Step 3
• unsuccessful, go to Step 4

Tell the assurer:

• of the decision and the reasons for it
• that they may provide more information that may change the outcome. This lets the customer:
• clear up any misunderstandings
• provide new information
• have errors corrected
• or any affected party of their review and appeal rights

If contact is unsuccessful:

• finalise the debt
• issue the appropriate letters to notify the assurer of outcome

Service Officers should see First contact about a decision and the internal review process for important information to help when having a conversation with a customer about their internal review options.

Is the Service Officer trained in the payment?

• Yes, go to Step 6
• No, use Fast Note - select Auto text, use AOS > Debt > AoS Debt review/appeal request

Complete a reassessment:

• of any new information, or
• to correct any errors

Is the assurer satisfied with the outcome of the discussion?

• Yes, record details on a DOC outlining the discussion. Procedure ends here
• No, discuss internal review options. see First contact about a decision and the internal review process