Transferring undisbursed Income Management funds to the General Ledger Account 103-01050130

• To transfer funds to the General Ledger Account, go to Step 2
• When a request is received for funds to be reimbursed from the General Ledger Account, see Table 2

A customer's Income Management account balance can be transferred to the General Ledger Account when:

• the LPR or person finalising the estate or affairs of a deceased Income Management customer (including family member) cannot be located
• Income Management funds have been returned from a financial institution or Third Party Organisation (TPO) and no new payment destination details can be obtained from the customer
• the customer has been contacted, but they have stated they do not wish to receive the undisbursed funds, usually due to being a minimal amount
• a TPO has returned unspent IM funds to the deceased customer’s IM account more than 12 months after IM ended, and the customers LPR is not known

From the Income Management menu in Customer First, select Account Adjustment. Complete the fields on the Account Adjustment screen:

• Date: This will default to today's date
• Adjustment Type: Select administrative error from the dropdown menu
• Journal reference: For stale and stopped cheques, enter the journal number in the report provided by Income Management Finance team. If no journal number is applicable to the adjustment, leave field blank
• Decision ID: Enter TFR to General Ledger Account
• Amount: The amount to be transferred to the General Ledger Account. This will be a negative amount
• Notes: Include any relevant details (e.g. Undisbursed funds - customer could not be contacted; original cheque issued xx/xx/xxxx; LPR could not be located)

Select Finalise to complete the workflow.

Send an email from the positional mailbox to IM.FINANCE requesting funds be transferred to the General Ledger Account.

At the end of each month, Treasury will transfer all requests to transfer funds from the IM Record bank account to the General Ledger Account.

Does the transfer relate to a deceased customer?

• Yes, go to Step 6
• No, go to Step 5

Create a Display on Access (DOA DOC) on the customer's record, using code CIM, with the following standard text:

• Subject: Income Management funds tfrd to GL Acct
• Payment returned on [insert date]. Attempt made to contact customer on [insert date and time]. Date referred to Treasury to transfer funds to the General Ledger Account: [insert date]

If customer contacts, funds can be reclaimed by lodging an SF030 Notice to prepare a Refund Account form. See the Resources page for a link to the form and a sample form. Procedure ends here.

For NBG staff

Create a Display on Access (DOA DOC) on the deceased customer's record using code CIM. The following standard text is to be used:

• Subject: Income Management funds tfrd to GL Acct
• Decision made by ( APS 5/6 logon) to transfer Income Management (IM) account funds to the General Ledger Account. Reason: Attempts to locate Legal Personal Representative (LPR) or person/s finalising the estate or affairs of the customer (including family members) were unsuccessful. Refer to DOC [##/##/####]. NBG referred to Treasury to transfer IM funds to the General Ledger Account: [insert date]

If LPR or person finalising the estate or affairs of the deceased person (including family member) contacts, funds can be reclaimed by lodging an SF030 Notice to prepare a Refund Account form at a Centrelink service centre. See the Resources page for a link to the form and a sample form Procedure ends here.

A customer, or a Legal Personal Representative (LPR) of a customer, can request funds be retrieved from the General Ledger Account.

To access funds, a SF030 Notice to prepare a Refund Account form must be completed, go to Step 2.

Note: when completing an SF030 for income managed purposes extra information is required to be included on the form. See the Resources page for details on how to complete the form and a sample SF030 form.

As indicated on the form, Service Officers and appropriate delegates are to prepare the SF030 Notice to prepare a Refund Account form and confirm the claimant's eligibility to receive the funds.

The form must also be signed the Spending Delegate:

• For the purposes of the SF030, the Spending Delegate can be any staff member APS5 or above
• Spending limits under Schedule 1 of the Instrument of Financial Delegation apply (that is, an APS5 staff member can only approve payments up to $10,000)
• The staff member completing the form cannot also be the Spending Delegate

To confirm the claimant is eligible:

• appropriate Identity Confirmation requirements must be met, and
• in the case of deceased customers, supporting evidence must be obtained and recorded on the customer's record as per usual business process when confirming the LPR or appropriate person finalising the estate or affairs of the customer (including family member)

The completed SF030 form is to be scanned onto the customer's record. The SF030 and a copy of the DOA DOC is to be sent via email to Accounts Payable Team for processing, with a copy to the Income Management Policy Helpdesk.

Service Officers completing and accepting the form are to annotate the original DOA DOC on the customer's record as follows:

• SF030 form lodged by (name of claimant) on [insert date]. Form sent to ACCOUNTS.PAYABLE.HELP (cc Income Management Policy Helpdesk) on [insert date]

Note: the DOA DOC is not to be closed until payment has been made to the claimant.

On receipt of the SF030, Shared Services (Accounts Payable) will pay the funds to the customer through SAP Essentials as an Administered payment to the claimant's nominated payment destination.

These payment requests are generally processed within 24 hours of receipt.

For the Income Management Policy Helpdesk.

As the refund of monies from the General Ledger Account are not visible on a customer's record, the Income Management Policy Helpdesk will monitor SAP Essentials to identify when funds have been paid. The first review will occur 2 days following the lodgement of the SF030 form.

When payment to the customer has been confirmed, the Income Management Policy Helpdesk will annotate and end date the original DOA DOC with information obtained from SAP GUI as follows:

• Amount paid to claimant: $[insert amount paid]
• Date paid: [insert date]
• Payment Destination: BSB/Account details
• Document No. (internal reference): [insert ESSentials reference]
• Clearing Document No. (claimant's reference): [insert from ESSentials 90xxxxxxx]