Replacing payment made to a deceased customer where payment was returned from financial institution 103-04040030
Expand allICT Service Desk referrals
To request a block to be placed on the family assistance payment to prevent it from being reissued, staff are to complete and submit the webform Stop Payment Request:
- Go to mySupport
- Search using key words, error message or application name and select the relevant webform
- Complete and Submit the required webform taking note of any receipt or reference code produced
Level 2 Policy help desk referrals
Policy or procedure questions about replacement payments from a Level 1 support person are to be placed through the Level 2 Policy Help Desk homepage policy proforma.
Payments returned to Services Australia
Table 1: This table has frequently asked questions about actions to take when a payment is returned to Services Australia from a financial institution.
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Item |
Description |
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1 |
How to find the Manual Follow-up (MFU) When payment is returned to Services Australia a MFU activity titled 'unsolicited refund' appears on the Activity List (AL) screen as follows: 'Unsolicited direct credit return. Investigate. When correct direct credit destination obtained, reissue if entitled. Paydate DD.MM.YY'. To search for the Work Items, in Work Optimiser, use the advanced search in Worklist using:
Note: if there is no executor or appropriate person, create a DOC stating:
Complete the DOC. Finalise the MFU. |
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2 |
MFU for returned family assistance payments As family assistance payments are issued in 2 parts, Family Tax Benefit Part A (FTB Part A) and Family Tax Benefit Part B (FTB Part B), they will also be returned in 2 parts and not necessarily together or even one after the other. To reissue the returned payments, see:
The customer's record will corrupt when one of these family assistance payments is reissued before the second payment is returned to Services Australia, resulting in the family assistance payments not being reissued in full. If this occurs, the issue must be referred to the ICT Service Desk using the Online Incident Reporting Form as soon as possible so the record can be corrected. To prevent this corruption, it is vital that both the FTB Part A and FTB Part B are reissued in full, at the same time and after both the family assistance payments have been returned to Services Australia from the financial institution. To search for the Work Items, in Work Optimiser, use the advanced search in Worklist using:
Note: if there is no executor or appropriate person, create a DOC stating:
Complete the DOC. Finalise the MFU. |
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3 |
Payment returned but not showing on the PS screen Why does the return (RTN) not appear on the PS screen when the financial institution has advised that the payment has been returned? If the payment has been automatically returned from the financial institution, it can take up to 2 working days from date the payment was returned, before the payment appears as return (RTN) on the PS screen. If a payment has been returned by bank cheque, the recording of the return may take longer. In these cases, tell the executor that the payment cannot be replaced in this circumstance until the original has been returned. Record details on a DOC in customer's record. For Child Care Subsidy (CCS) payments, check the Payment List in Workspace. Returned payments will have a Returns Reason in the text field. |
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4 |
Service Officer checks before reissuing a payment If the payment has been returned, why does the Service Officer need to check the customer was entitled before reissuing the payment? On occasion payments are issued to customers in error. The customer may only have been entitled to some of the funds, or may have had no entitlement at all. To prevent an incorrect payment being reissued to the customer's estate and then recovered by a debt, the Service Officer should check the customer's record to make sure they were entitled to the full payment before it is reissued using this process. |
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5 |
Cheque payment made out to 'estate of the late customer' cannot be cashed Tell the executor that they must provide the following verification to the financial institution in order for the cheque to be cashed:
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