Processing Payment Reconciliation (PAYREC) DOCs 103-21041532

mySupport

Table 1: this table contains a list of mySupport forms that are used for reporting issues to the Centrelink Payment Support Team (CPST).

mySupport form

When to use this form

Support when assisting ageing customers

To report issues relating to payments and concessions for ageing customers.

Support when assisting customers with health and disability

To report issues related to payments and concessions for health, disability and caring.

Support when assisting customers in a crisis or an emergency

To report issues related to payments for crises and emergencies for example Australian Government Disaster Recovery Payment (AGDRP), Crisis Payment, Special Benefit (SpB) etc.

Support when assisting students

To report issues relating to student payments and concessions.

Support when assisting families

To report issues relating to payments and concessions for parents and families with children.

Support when assisting customers who are looking for work

To report issues relating to payments and concessions for Jobseekers.

Payment rates and thresholds

Example PAYREC DOC

Example of a Payment Reconciliation DOC

Common causes for a Payment Reconciliation DOC

Table 2

Cause	Description
Late reporting/Late stim or change of EPED	The system expected a payment on the customer’s regular EPED date. If there has been a change to this date due to late reporting or EPED change during the fortnight, this may create a DOC advising manual investigation is required to ensure correct entitlement.
Delivery of a one-off payment	Delivery of a one off payment, such as quarterly Clean Energy Supplement (CES), Carers Supplement (CS), or Telephone Allowance (TAL) may lead to the creation of a DOC indicting a discrepancy equal to this amount.
Weekly payments	Weekly payments can cause a DOC to generate because the system expects one full payment, not 2 half payments.
Part payment	If the customer is suspended or cancelled part way through an EPED, the system will often generate a DOC because it is expecting a full fortnightly payment, not the part payment that has been delivered.
Holiday pay	Early processing of payments due to holiday processing may generate a Payment Reconciliation DOC as the customer is reporting before their EPED has finished.
Arrears	Arrears payments may trigger a Payment Reconciliation DOC.
Debts	The reduction of a payment due to an overpayment being calculated can often cause a DOC to generate as the system is expecting a full payment.
International customers	A DOC may generate when a customer has recently moved into Environment I and there has been a change of EPED due to the payments being delivered every 4 weeks.
Reissued/Rejected Payments	Payments rejected for exceeding the system limit are split into multiple smaller payments and may cause a DOC to be generated.

Payment verification resources

Table 3: this table contains a list of Operational Blueprint (OB) files that can assist in verifying the accuracy of payments.