Notification of death - Child support 277-01120010

Bereaved customers from Culturally and linguistically diverse (CALD) and Indigenous backgrounds may have different traditions, customs and concepts around funerals and the grieving process.

If the customer is Indigenous, obtain permission before mentioning the deceased by name. The name of an Aboriginal and/or Torres Strait Islander person who has passed away is generally extremely sensitive information. See Indigenous naming conventions.

Services Australia provides an interpreter service for bereaved customers from Culturally and linguistically diverse (CALD) backgrounds. See Accessing an Indigenous Interpreter.

When Services Australia is notified of the death of a customer, their record must be actioned.

Notifications of a death are used to update Centrelink and Child Support records. A notifier can advise of a death verbally, in writing or electronically (CSA online or email).

When information is received that a customer is deceased outside of DCM:

• warm transfer the call to CS Deceased Customer - Child Support the DCM team via Services Australia Workspace
• If the call cannot be transferred, create a death notification intray. See Customer Referral Guidelines (CRG) - Child Support > Deceased Customers

Procedure ends here for non DCM staff.

Notification of a deceased customer may be received from:

• Centrelink
• a parent, carer or third party by phone or in writing
• CSAonline
• Births, Deaths and Marriages (BDM)
• Single Touch Payroll (STP)
• Customer ATO mismatch

If Centrelink notifies of a reversal of death, See Item 5.

Child death notifications

APS5 Service Officers within DCM generally manage all matters associated with a deceased child or relevant dependent that is under the age of 18 years. This does not prevent APS 3 or 4 Services Officers completing this work as agreed to by their Team Leader.

APS3 or APS4 Service Officers within DCM manage all matters associated with a deceased adult child over the age of 18 with a child or relevant dependant record in Cuba.

If there are circumstances that make a case complex or highly sensitive, staff should seek further guidance from a DCM SO5.

Go to Table 2, Step 1.

Notification may be received automatically from Centrelink. The following details will automatically populate into the Deceased Client window:

• Date of death: For a parent or carer the date the notification of death is exchanged with Child support, for a child or relevant dependent the date the child died
• Proof of death: FAO verified
• Notification: Date Centrelink were advised of the death

For a deceased child or relevant dependent a new care record will automatically create for the child in the Care window when the child is claimed for or is a relevant dependent child on a case:

• From Date: Date child died
• Notification Date: Date Centrelink were advised of the death
• Care Percentage: 0% to the payee and payer
• Source: FAO

A Death notice received from CLK intray will generate and route to the National DCM team position.

The intray will generate:

• for a parent or carer, on their record in Cuba
• for a child or relevant dependent:
• on the child’s record in Cuba, and
• on the mutual customer’s record
• If there is no Cuba record for the child, the intray will generate on the mutual customer only

Notification of a customer's death from Centrelink is insufficient verification on its own.

Further investigation needs to be undertaken to confirm the death with a second source of evidence. See Confirmation of death for Child Support customers.

Also:

• External information will display the type as 'DEAD' or 'CDE'
• The customer ceases to be a mutual customer as of the date of death as reported by Centrelink

Check External information in Cuba to confirm the date of death advised by Centrelink.

When notification of death is received from Centrelink, update the Deceased Client window with the advised date of death.

If proof of death cannot be initially confirmed, a workaround in Cuba is required to delete the Death notice received from CLK intray. See Deceased Customer Management Cuba Process help.

Once the workaround is applied:

• a proof of death required intray will populate in Cuba, and
• the Death notice received from CLK intray will delete

Document details of the death in the Deceased Client window with the subject 'Death notification - Centrelink'.

Go to Table 2, Step 1.

Centrelink automatically notifies Child Support when:

• the death of a parent, carer, or child is reversed, and
• Family Tax Benefit and/or child support for a parent or carer is to be reinstated

A Death notice reversed from CLK intray will generate and route to the National DCM team position. The intray will generate on the deceased parent or carer record in Cuba.

If a parent or carer death is notified as being reversed from Centrelink:

• Create a note in the Case window (for a child or relevant dependent only) and Deceased Client window with the subject 'Death Reversal'
• Capture information provided in the document about the reversal of death
• Delete the death in Cuba, see Deceased customer management Cuba Process Help – delete a deceased customer record

Procedure ends here.

When a customer is reported as deceased, the conversation must be approached in a sensitive and thoughtful manner. Each conversation will differ depending on the individual circumstances involved.

When Child Support is notified of a customer's death by phone, obtain the following information:

• name and contact details of the caller, if a third party
• sufficient detail to identify the deceased, such as name, address and date of birth
• date of death
• country/state/town the death occurred in
• if the deceased parent or carer had a will
• name and contact details of the executor or person who will be finalising the affairs of the deceased (if appropriate)
• the name of the funeral director or hospital where the child or relevant dependent died
• where any children under age 18 are residing, and
• If the parent or carer died overseas a residency decision may need to be made, where possible, gather information regarding their residency status. See Residency referrals for Child Support Customers - Domestic Service Officer

If the caller does not know these details, try to obtain contact details of another person who may be aware of the details.

Record the death in Cuba in the Deceased Client window. See Deceased customer management Cuba Process Help.

• Select the proof of death as 'none'
• Select the reason 'additional info'

A proof of death required intray will populate in Cuba. Lock all relevant customers.

If speaking to a parent or carer advise:

• their case will be end or update once the death has been confirmed the debt (if any) on the case
• any other outstanding matters as appropriate
• information about the death will be shared with Centrelink if Child Support are first notified of the death
• they may continue to receive letters or statements associated with the case. These letters may name a deceased person. Although this may be upsetting for customers, child support needs to tell customers of any retrospective changes to their assessment
• support and referral services available, see Item 7

They may continue to receive letters/statements associated with the case and these letters may name the deceased person.

See Confirmation of death for Child Support customers.

If speaking to a third party:

• do not disclose any information about either parent or the case to the caller
• and they advise they now have care of a child or children, tell them they can lodge an application for child support

Document details of the contact in the Deceased Client window using the Deceased Customer Management (DCM) macro with the subject 'Death notification - Parent, carer or third party'.

Note: a parent, carer or third party may also advise of a death in writing, which is uploaded to the View Correspondence window.

Go to Table 2, Step 1.

If the caller is upset, check:

• if there is someone available they would like Child Support to speak with, or
• if they would prefer to continue the call at a later time

Offer the caller the services of a social worker and provide support and referral services where appropriate. See Social worker and other service referrals for child support customers.

If the caller would prefer to review support and referral services at time convenient to them, more information is available on the Services Australia website - Death of a loved one

The Needing help after someone has died (HD001) publication may be sent by post and contains a text version of the information published on the Services Australia website.

The Resources page has links.

A CS Online Death notification intray will generate and route to DCM. The intray may generate:

• on the customer that has notified of the death, or
• on the deceased customer

Review RAS to view the online advice of death form completed.

The online advice of death form can be identified as a notepad with the user id as 'SCSAE'.

Go to Item 12.

A Death notification intray will generate:

• on the deceased parent or carer record in Cuba, and
• route to DCM

The intray notepad will capture details of the death provided by BDM.

The match of information received from BDM is based on either:

• a full match of data - complete matching of the customer first, last, given name and Date of Birth, or
• a partial match of data - one or more parts of the customer first, last, given name and Date of Birth is not matched.

Go to Item 12.

A STP Cessation Deceased Advice intray will:

• generate on the employer and the deceased customer record, and
• route to the DCM team

Note: a date of death will not be recorded in the intray notepad. Once investigation is carried out to confirm the date of death, update the date of death in the Deceased Client window before running eligibility.

Go to Item 12.

A Customer ATO mismatch intray will generate when there is mismatch of information recorded between ICP and Cuba.

The information that is mismatched for a deceased customer is generally when the address details have been updated i.e. an executor address has been added.

Review the information in the ATO (ICP) system to obtain details of the information recorded, see ATO applications manual on the Resources page.

To view details of the death in ICP:

• An Indicator will be applied on the client home page
• Navigate to the client details screen. This screen will provide:
• the date of death
• how the notification was received, and
• the source of information used to update the death
• If an executor is recorded for the deceased parent or carer, information can be located in the client links or address details screens

Review Cuba to determine if an executor is recorded. If new information is located in ICP about an estate or executor, document these details in the Deceased Client window using the Deceased Customer Management (DCM) macro.

If assistance is required, seek help from a Service Support Officer (SSO).

Go to Item 12.

Record the death in the Deceased Client window in Cuba and delete the death notification intray. See Deceased customer management Cuba Process Help.

• Select the proof of death as 'none'
• Select the reason 'additional info'

A proof of death required intray will populate in Cuba. Lock the deceased parent or carer and any relevant associated customers.

Create a note using the macro Deceased Customer Management (DCM) – Death notification and document the death notification in the Deceased Client window with the subject 'Death notification <name of notification i.e. BDM>.

Go to Table 2, Step 1.

Lockdown is not required if the following conditions are met:

• All cases have ended before the death
• All cases have ended more than five years ago
• A case or cases have previously been refused or made ineligible
• There are no other outstanding matters, and
• There is no debt or outstanding accounting

Debt and outstanding accounting may include the following;

• Maintenance, Spousal or court ordered arrears
• Overpayment
• Excess cash
• Consolidated Revenue Debt
• Undisbursed funds
• Costs and fines
• Late payment penalties

Note: if there are circumstances that makes a case complex or sensitive, seek help from a Service Support Officer (SSO).

Is lockdown required?

• Yes, go to Step 2
• No:
• Create a note in the Deceased Client window detailing the information received about the death
• Remove the deceased client details in Cuba, see Deceased Customer Management Cuba Process Help - remove a deceased details
• Procedure ends here

Before undertaking lockdown actions, ensure the death is recorded in the Deceased Client window.

Confirm the notification of death has generated on the correct customer record. Undertake primary and secondary searches to identify any duplicate customer records.

If a duplicate record is found, seek SSO assistance.

Once the death is keyed into the Deceased Client window, a deceased indicator will be added to the customer’s profile.

If a DPO is in place for the deceased parent or carer and/or the customer is locked to a DPO Service Officer, before locking the customer:

• Refer the case to the DCM Program Support Manager (PSM) by emailing Deceased Customer Management
• The DCM PSM will review and contact the relevant DPO Team Leader

See Customer Referral Guidelines (CRG) > DPO.

Before locking the customer, if the deceased parent or carer is locked to a Debt Enforcement Service Officer, email them and the Debt Enforcement Gateway to advise of notification of death.

Note: if a parent or carer is locked to a none pool in Debt enforcement, email the Debt Enforcement Gateway to advise of notification of death.

See Customer Referral Guidelines (CRG) > Debt Enforcement.

Complete the following for a deceased customer.

• Invalidate address and contact details
• Remove email address to deactivate the CSA online account and delete letter
• Add a special contact note to the deceased parent or carer
• Delete customer representative

See Deceased customer management Cuba Process Help.

Note: a sensitive issue indicator should not be added to the person who is deceased. As soon as the date of death is recorded, they will have a deceased indicator.

Is the deceased parent or carer involved in any case that is collect or private collect with debt?

• Yes, go to Step 6
• No, go to Table 3, Step 1

Legislation prevents collection of child support from a liable parent once they are deceased. Therefore, action must be taken to either cease or prevent collection following death notification.

If the deceased parent or carer is involved in a case that is collect or private collect with debt, complete the following actions:

• Record a special recovery condition
• For the parent who is deceased place all payments on hold (do not place a hold on the other parent)
• Suspend the accrual of late payment penalties
• Cease Employer Withholding (EW)
• Cease Centrelink deduction (If the notification of death is from Centrelink, manually ceasing deductions is not required)
• Withdraw S72A notice (if in place)

Note: the above actions relate to the person who is deceased only not the other parent. Go to Table 3 for other parent or carer – case lockdown actions.

See Deceased customer management Cuba Process help.

Note: a hold payment may be temporarily placed on a deceased parent to prevent collection of debt (arrears or overpayment) whilst the death is being investigated and confirmed.

Go to Table 3, Step 1.

If a DPO is in place for the other parent or carer and/or the customer is locked to a DPO Service Officer, before locking the customer:

• Refer the case to a DCM Team Leader
• The DCM team leader will contact the relevant DPO Team Leader

See Customer Referral Guidelines (CRG) > DPO.

Note: if the other parent or carer is a payer and has a DPO in place, generally the DPO will remain in force until a debt outcome is achieved.

Before locking the customer, if the other parent or carer is locked to a Debt Enforcement Service Officer email them and the Debt Enforcement Gateway to advise of notification of the death.

Note: if the other parent or carer is locked to a none pool in Debt enforcement, email the Debt Enforcement Gateway to advise of notification of death.

See Customer Referral Guidelines (CRG) > Debt Enforcement.

Complete the following for relevant customers.

• Add a special contact note to the other parent or carer to reflect that someone connected to the case is deceased. For example 'Other parent (first name) deceased', 'Child (first name) deceased'
• A sensitive Issue Indicator may be added temporarily:
• until all DCM processes have been completed, or
• until proof of death is obtained, or
• contact is made with the other parent or carer regarding the death

Note: if the other parent or carer has an existing special contact note or sensitive issue recorded, consideration is made on a case-by-case basis if the information is to be overridden with details of the death of the parent or carer.

See Deceased customer management Cuba Process Help.

Note: repeat actions where required for all associated customers.

Once all lockdown actions for the deceased customer and associated customers have been completed:

• Create a note using the macro Deceased Customer Management (DCM) - Case lockdown
• Document the note in the Deceased Client window with the subject 'DCM lockdown actions'. For a deceased child or relevant dependent ‘DCM Case lockdown’ to also be added to the Case window

The Bereavement Service offer enables Child support to share information manually with Centrelink regarding the death of a parent or carer.

Upon notification of a parent or carer death, the information is shared with Centrelink when:

• the deceased person is a customer of Centrelink, and
• child support are first notified of the death

Centrelink notification of Bereavement

For notification of death of a parent or carer, and notification of death of a child or relevant dependent, a hand off work item is recorded to share information with Centrelink about the death.

Note: if the notification of death has been received from BDM or Centrelink, a hand off work item is not needed.

To check if the death has been recorded in Customer First, see:

• Confirmation of death for Child Support customers- confirm if death is recorded in Customer First (Centrelink), and
• Notifying Centrelink of a Child Support customer or child's death and Liable Parent Deceased (LPD) coding

Review all letters in the Cuba letter listing issued in the past 48 hours to all customers that have the status of 'printed'.

If the letter content includes information which may cause destress to a bereaved customer, consider having the letter extracted from the mail house by ICT.

If required, lodge a child support letter extraction request form via MyIT. The request is time sensitive.

The Resources page contains a link to the form.

Is the customer involved in an NZ 'In' or 'Out' or International case?

• Yes, for:
• a NZ 'In' or 'Out' case, go to Table 4, Step 1
• an International case, go to Table 4, Step 2
• No, see Confirmation of death for Child Support customers

A New Zealand 'In' case is when the payer resides in Australia, and:

• and the payee is in New Zealand, or
• payee has left New Zealand and there is debt outstanding

Inland Revenue, New Zealand (NZIR) work with Services Australia to manage child support cases.

A New Zealand 'Out' case is when:

• both the payer and payee resides or becomes residents of New Zealand, and
• the case is sent to NZIR for registration

A NZ case may be identified by information recorded in the individual customer details window:

• 'NZ, NZIR' in the family name details
• 'NZ IN CASE' in the address details
• 'DO NOT TOUCH' in the Town/Suburb details
• 'INT-in' or INT PRIM CUST on the indicator screen
• The assessment type is recorded as INTERL ASSMNT

Go to the Case screen to see what type of application the case is based on.

If the case type is ASSESSMENT, action the deceased notification in the usual way. See Confirmation of death for Child Support customers.

Payer Deceased

Testacy Searches are required for all cases with or without outstanding debt. Go to Collection options for a deceased child support payer.

Note: if there is a debt owing in both a domestic and NZ ‘In’ or ‘Out’ case by a paying parent, the domestic or NZ ‘In’ or ‘Out’ case process is to be followed for each case as required.

Payee or child Deceased

Regardless of debt outstanding, contact international services to advise of the death. To contact:

• create a NEW ZEALAND INFO REQUESTED intray:
• ensure the Service Officer's contact details are added to the intray notepad with the reason for contacting International, for example, DCM confirmation of Death - Payee or child Deceased NZ In or Out case
• Include the date of death and how death was notified and confirmed
• Save a copy of the notepad into the case window
• The intray will route to the correct position

Inland Revenue New Zealand (NZIR) must be consulted if collection of any debt is required throughout the process of Deceased Customer Management actions.

International cases can be identified by an 'INT' indicator recorded on the customer indicator screen.

Go to the Case screen to see what type of application the case is based on.

If the case type is ASSESSMENT, action the deceased notification in the usual way. See Confirmation of death for Child Support customers.

If the case type is INTERL CO/AGR or INTERL ASSMNT, contact International Services to advise of the death.

• Create an INTERNATIONAL STAKEHOLDER FOLLOW UP intray
• Ensure the Service Officer's contact details are added to the intray notepad with the reason for contacting International, for example, DCM International case – INTERL CO/AGR or INTERL ASSMENT
• Include the date of death and how the death was notified
• The intray will route to the correct position

An International Service Officer will:

• work collaboratively with the DCM Service Officer and
• undertake any necessary liaison with the Central Authority (CA)

International Services may assist DCM to establish proof of death or obtain a will if debt exists on the case.

The CA must be consulted on whether collection of any arrears is required. International services need to advise the CA if a case is ending due to a death, regardless of if there is debt outstanding.

The DCM Service Officer is responsible for the ongoing management of this case through to finalisation.

Note: if a customer died overseas and a residency decision has not already been made in an assessment, complete a residency referral once death is confirmed.

See Confirmation of death for Child Support customers.

Once proof of death or DCM processing has been finalised, update the existing intray to confirm that the case has been ended.

An International Service Officer will undertake any necessary liaison with the Overseas Authority to advise the case has been ended.

International Services will advise DCM of any case actions required once contact has been made with the Overseas Authority.