Dealing with disputed Financial Supplement Loan (FSL) repayments 102-15010030

Check the Supplement Loan Summary (SLS) screen. The loan will be marked as CLS-ATO (closed) as it has been transferred to the Australian Taxation Office (ATO).

Note: the final balance on all outstanding loans will show as zero. This does not mean that the loan has been zeroed off, just that the balance has now been transferred to the ATO for recovery through the taxation system.

Is the customer querying a repayment made prior to the loan being closed (i.e. repayment made before transfer to the ATO?)

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

Check the customer's loan record first to see which payments they are disputing. Navigate to the:

• SLS screen and select the relevant loan year
• Supplement Loan Transaction (SLT) screen, where Repayment (RPY) transactions can be viewed

Does the customer believe they have made a repayment that is not recorded, or has been recorded incorrectly (i.e. the amount)?

• Yes:
• ask the customer to give details of when they made the repayment (at which branch of the Commonwealth Bank of Australia, Australia Post or Centrelink Service Centre) and how much it was for
• record the details on a DOC and refer the case to the Student Programs Team
• Procedure ends here
• No, go to Step 4

Does the customer believe they have never taken out a FSL, or an individual has fraudulently claimed a loan in their name?

• Yes, see Report Suspected Fraud and Corruption. Procedure ends here
• No, go to Step 5

Is the customer requesting a waiver of their FSL debt?

• Yes, their request should be referred to the Department of Finance for decision
• Customers can apply directly to either the Minister for Finance or the Department of Finance to request that their FSL be waived. Information about the debt waiver application process and the 'Application for Waiver of Debt owed to the Government' form is available on the Department of Finance website. The Resources page contains a link to the website
• No, go to Step 6

Contact details for the ATO.

Record details of interaction with customer on a DOC.