Reissuing a rejected payment 103-04040090

Item

Description

1

Payments over the limit

MFU text

XXX(payment type)/Manual follow up

Payment of $XXXXX.xx for system PEN/NSS/FAO etc. is rejected due to Net amount not within limits.

DOC text

Payment on this record has rejected as it exceeds the system limit. Please check the calculation of the payment to ensure that it is accurate. If this payment is correct, you should reissue the payment by placing an R next to it on the PS screen and you will then be presented with the RDRP screen. If the Reissue All option is not available, you will need to page down or select next page until it is. Then enter Y in this field, fill all other fields and hit enter. You will then be prompted to confirm. You will not need to enter an amount, simply reissue the entire payment and the system will split it into smaller components that it can handle. If the payment is not correct, please submit a ticket to ICT requesting that the payment be held to prevent reissue. If you require assistance in determining the correctness of the payment, please seek support from your SSO. If you require additional information on the handling of rejected payments, please review operational blueprint document 103-04040090.

Manual advice to customer

If the system has not issued a letter, a manual advice (Q999) may be required to advise the customer of:

• the grant of payment, or
• the payment amount due
  Note: a separate activity will be created if required, 'Send manual advice - Payment rejected as it exceeds system limit'

2

Benefit type code invalid

MFU text

XXX/Manual Follow up

Payment of $XX.xx for system PGA, (PEN, NSS, FAO) is rejected due to Pay benefit type code invalid

DOC text

Payment has rejected as the benefit type code is invalid. Please reissue the payment from PS to give ISIS another opportunity to correct the benefit type code in the strip process. If the payment rejects again, please submit a service request to ICT via the MY IT portal.

3

Group payment

MFU text

XXX/Manual Follow up

Payment of $XX.xx for system PEN is rejected due to Grp Inst Pymts on non-D DDC

DOC text

Payment has been generated for delivery on a non D paycode. As the customer is on a group schedule payment, they are only able to receive payment on a day D. Please reissue the payment to and it will deliver on the next day D. This is why it is important that customers on a group schedule payment report on time. Also, it is essential that Group Schedule customers have the paycodes B D. If the customer's paycodes are not B D, please remove the customer from the Group Schedule, correct the paycodes on RAD, and reinstate them on the Group Schedule.

4

Customer's payment destination is coded as cheque

The agency has not issued Centrelink payments by cheques since January 2016. A customer can be granted a temporary exemption from providing direct credit details at grant of payment, but no payment is issued to the customer until financial institution account details are coded on the record.

DOC text

Payment has rejected as it was issued by payment method CHEQUE. Cheque payments are no longer supported. Please contact the customer to obtain direct credit bank account details and code these on PAS. Once the account is coded, please reissue the payment via the PS screen. If the customer has existing and valid payment destination details on the PAS screen, it may be appropriate to use these details rather than contacting the customer. Before doing so, you should consider the age of these details, and the length of time since the customer received payment into this account.

5

Account number invalid

DOC text

Payment has rejected as the customer bank account details are either invalid or are missing. Please contact the customer to obtain the correct payment destination details and code them on PAS. Once this is done, please reissue the rejected payment via the PS screen. If the customer has existing and valid payment destination details on the PAS screen, it may be appropriate to use these details rather than contacting the customer. Before doing so, you should consider the age of these details, and the length of time since the customer received payment into this account.

Assistance for Isolated Children (AIC)

• Only AIC Smart Centre staff can change the payment destination of AIC records. AIC payment information is not coded on the PAS screen, and if coded there will cause payment errors/issues
• Staff receiving a request to change the payment destination of an AIC applicant should refer to team using AIC rejected/returned payment Fast Note and include the account number, BSB and the date from which the details changed

6

Payment below system minimum limit

DOC text

Payment has rejected as it is below the minimum system limit of 1 dollar. Please either reissue the payment to coincide with the customer's next regular payment or pay the customer one dollar via the PYAJ facility.

7

Overseas payment destination but customer record is in an Australian environment

DOC text

Payment has rejected as delivery method was for an overseas wire where the customer record is hosted in an Australian system environment. Please contact the customer to obtain details of an Australian payment destination and code this on PAS. Once this is completed, please reissue the payments from the PS screen.

Step

Action

1

Rejected payment search

To search for rejected payment activities in Work Optimiser - Centrelink

• Select the Worklist tile
• Edit My Work to All Work
• In Work Item Attributes: KEYWORD!!REJPYMT
• Work item Status = Open
• Select Go

This will produce a list of MFU/Manual Follow up activities.