Deceased Child Support customer management 277-01120000

Item

Action

1

Action to be completed within 48 hours of death notification

• Record death notification
• Lock appropriate customer's
• Record TRIP special recovery condition (add notepad)
• Change address and phone number to 'invalid'
• Check letters issued within 2-3 days of notification, further consultation may be required with team leader
• Deactivate CSAonline and delete deactivate online letter
• Delete any representatives on deceased customer
• Supress statements
• Initial proof of death (POD) searches
• If notification was received from Centrelink check Customer First for required information.
• For third party cases where the third party claimed against both parents, update the relationship in the Case window to reflect deceased parent
• Add ‘Do Not Trip Customer Deceased, refer Trip intray to DCM’ to Special Contact on the deceased customer’s details
• If the deceased customer is locked to a Service Officer in Departure Prohibition, Litigation, Legal Transition, COA or ICS send an email to a team leader who will make contact with the Service Officer’s team leader
• Review case notes
• Check for duplicate records

Additional actions that may be required

• Record sensitive issue indicators
• Hold payments
• Suspend collection
• Record TRIP special recovery condition (add notepad) on any related Payee
• Suspend Late Payment Penalties(LPP)
• Run Pre confirmation eligibility and check for errors. Do not save at this point

2

Action to be completed by 90 days

• Intensive proof of death searches
• Contact Central Authority team for International customers
• Check and correct incomes
• Remit Late Payment Penalties (LPP) where appropriate
• Begin contact with other party(ies)
• Identify and contact the executor
• Contact the Public trustee where appropriate
• Complete probate searches where appropriate

For more information, go to Table 2, Step 2 in Child over eighteen Cuba Process Help.

Run Pre confirmation eligibility. Check for errors then save after all the actions are complete. Seek SSO assistance if required.

3

Finalise case

Finalise the case through:

• Waiver
• Discharge
• Gift
• Lump sum/payment arrangement
• No arrears
• Obsolete Debt
• Advise Central Authority team

Remove sensitive issues indicator where appropriate.

Note: in every customer contact, staff must offer support services as appropriate.