Integrated care – Complex care 277-03060050

This is a Family and Domestic Violence Interaction Point. If the customer is with another person, on speakerphone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

This document outlines how Integrated Care manage complex care activities, in Child Support and Centrelink.

Disputed Care changes notified before the legislative amendments effective 23 May 2018 and 1 July 2018 (15 May 2019 for WA ex-nuptial child support cases) must be managed under the relevant legislation, see Disputed care before 1 July 2018 (15 May 2019 for WA ex-nuptial cases).

Step	Action
1	Determine if a change in care has occurred Is the notified care different to the care currently used in the assessment? Yes, go to Step 3 No. Is the customer notifying of a new or existing written care arrangement (Court Order, Parenting Plan or Written Care Agreement)? Yes, go to Step 2 No, to complete actions required in other circumstances, see Table 1 > Step 3 in Notification of change in child support care levels
2	Written care arrangement applies but no actual care change If a customer advises of a new or existing written care arrangement that applies to the child(ren) but there has been no change to the actual care from that currently used in the assessment, this is not a change in care. If a new written care arrangement is made during an existing maximum interim period, go to Table 4 > Step 5. Otherwise, advise the customer: as there has been no change to the actual care being provided, we are not able to revoke the existing care determination they should notify Child Support within 28 days if there is a change to the actual care provided Record: the details of the discussion in Cuba’s Case window, and on the customer’s Centrelink record using the appropriate Fast Note, see Table 1 > Step 2 in Notification and assessment of shared care arrangements for Family Tax Benefit (FTB), and a ‘For information’ care record using the correct written care arrangement type and care level Procedure ends here.
3	Determine the date the pattern of care changed (Date of Event) Different legislation applies to interim care determinations with a Date of Event before 29 March 2024 and those on or after this date. Note: for care changes occurring before 29 March 2024, the date of notification can be before or after 29 March 2024. If the care changed before 29 March 2024, an interim determination will only be made where it is the first care percentage determination in relation to a responsible person’s care of a particular child. An interim determination cannot be made where there was an existing care percentage determination that has been revoked. Did the care change before 29 March 2024? Yes, the care changed before 29 March 2024, go to Step 4 No, the care changed on or after 29 March 2024, go to Step 7
4	Is this the first care percentage determination for the child? Care percentages are generally determined according to the actual care parties have of the child. In limited circumstances, where care is disputed, and it is the first care percentage decision for Child Support and Family Tax Benefits (FTB) purposes an interim care determination may be made, based on care as set by a: written agreement parenting plan, or court order A care determination is considered the first care percentage determination if: there is no child support assessment already in place for the child, and the Secretary has not made a percentage of care determination for the child for FTB purposes See Child Support Guide 4.2 Disputed care & interim care rules. Note: for FTB purposes, shared/change of care percentage determinations are only made for a responsible parent from or after the separation date. Therefore, a care determination is considered the first care determination if it is on or after separation. For non-parent carers, it may be possible for a shared/change of care determination to occur while the parents are still partnered. Review both Child Support and Centrelink systems. Is this the first care percentage determination for the child? Yes, go to Step 7 No, go to Step 5
5	Existing care percentage decision is revoked under a below regular care determination (s54G) In very limited circumstances an interim determination may be made for a care event before 29 March 2024 even if it is not the first care determination in a child support case. This only occurs if the existing care percentage decision is revoked under a below regular care determination (s54G) and it is established that the party with reduced care is taking reasonable action to comply with the written care arrangement. These will likely result in ACSC decisions. See Child Support Guide 4.2 Disputed care & interim care rules. Is there an existing care percentage to be revoked under a below regular care determination (s54G)? Yes, and the party with reduced care is taking reasonable action, go to Step 7 No, go to Step 6
6	Not the first care percentage determination and care changed before 29 March 2024 For Child Support purposes, see Change in child support care levels. For Centrelink purposes, if the person with reduced care continues to take reasonable action to regain care, this may mean a principal carer determination may result in a different percentage of care recorded for Income Support Payment (ISP) to that recorded for FTB and Child Support. This is because of differences in Family Assistance and Social Security legislation. This would result in the FTB entitlement of the customer who has less actual care ending or reducing, but their Income Support Payment (ISP) rate continuing for an interim period. If the party with increased care claims an ISP, their claim to be the principal carer will be rejected if the principal carer continues to take reasonable steps to seek return of the child(ren). This is because only one party can be the principal carer of a particular child at any given time. Where making a decision that a party continues to be a principal carer: Make sure the: FTB Shared Care (FSC) screen shows the party’s actual care for FTB purposes (for example 0%) SSA Shared Care (SSC) screen shows the party is still the principal carer with the percentage of care as per the written arrangement for ISP purposes (for example 70%), and Date of Event (DOV) of both care records are the same, in line with the decision made Note: errors may occur due to the FSC and SSC screens not having the same care percentages. Immediately escalate any errors to Complex care PSM (CC in Team Leader/Manager) for further investigation Child In Customer Care (CHC) must not be recorded as Left Customer Care (LCC) if continuing to assess the party as principal carer Create a DOC using Fast Note - select Auto text, use Families > Enquiry > INC review – disputed care In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: FTB Review Reason: Select browse to search for the relevant review reason by name or keyword, or If known, key the review reason code in capital letters, e.g. 'FOR' = Return of Form/Correspondence Due Date: date of the next action, e.g. mediation or court date. Where there is no known date, the review will be set for 8 weeks to determine if the party has continued taking reasonable steps to recover care of the child Source: INT Date of Receipt: Today’s date Notes: Customer is assessed under interim care arrangement for ISP purposes. Review is required to ensure they are still taking reasonable steps to recover care of the child or if there has been a change in care Keywords: disputed Workgroup: leave blank Position: leave blank Transfer to region: leave blank The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. After 8 weeks, make a determination on the Principal Carer status based on the circumstances, see Shared care for income support payments and principal carer determination. Note: if an absence from care is more than 12 weeks, refer the case to the Level 2 Policy Helpdesk who will seek advice from Level 3 Policy Helpdesk. Procedure ends here.
7	Establish if a written care arrangement applies in relation to the child A written care arrangement is a: court order regarding the care of a child parenting plan signed by both parents and dated (within the meaning of Section 463C of the Family Law Act) written agreement between the carers of a child that details an agreed, ongoing care arrangement that is signed by both parents and dated Although it is best practice to request a stamped copy of the court order, there is no formal requirement for Child Support to receive a stamped court order. If there is not a stamped court order, the decision maker will need evidence to be satisfied that the order was registered with the Court. A written care arrangement will be considered to apply if it is an ongoing arrangement that has not been ended or replaced. The arrangement does not need to be followed before the care change for it to be considered to apply. Even when care is based on actual care that is different to the written care arrangement, the written arrangement remains in force. This is because it has not been ended or replaced by a subsequent written agreement. Note: a document acknowledging care is occurring in a particular way does not constitute a written agreement, even if signed by both customers. The written agreement must indicate the care arrangement constitutes an agreed, ongoing care arrangement for the child. Does a written care arrangement, that has not been ended or replaced apply to the child(ren)? Yes, go to Step 8 No: Make an actual care determination if there has been a care change and there is no written care arrangement that applies to the child(ren). See Notification of change in child support care levels If there is a disagreement over the facts of the care change, create a SCT Disagreed Care referral. See Customer Referral Guidelines (CRG) > Disagreed care
8	Actual care occurring is different to that provided for in the written care arrangement If actual care is different to the care provided for under the written care arrangement an interim determination may be appropriate depending on the circumstances of the case. If an interim determination is made, care will be assessed based on the written care arrangement for an interim period, before actual care will then apply unless special circumstances are established. If support is required, escalate to your PSM for review before finalising decisions. Have the parties agreed to not comply with the written arrangement? Yes: Document details of the written care arrangement and the agreement to deviate from it in both the Case window in Cuba and on the customer’s Centrelink record using the appropriate Fast Note. Make and record an actual care determination. Depending on which program received the original notification, see Notification of change in child support care levels or Notification and assessment of shared care arrangements for Family Tax Benefit (FTB) Record a ‘For information’ care record in Cuba, using the correct written care arrangement type and care level No, and there is: a disagreement over the facts of the care change, determine the facts of the care that is currently occurring. See Integrated care - Gathering additional information and evidence then continue with the disputed care determination, go to Step 9 no disagreement over the facts of the care change, go to Step 9
9	Establish the circumstances for not following the written care arrangements If the parties were not following the written care arrangement immediately before the care change event, this may influence whether a party’s actions are considered ‘reasonable’ in the circumstances of the case. Gather information from the parties about why they were not following the written care arrangement, and what has changed in terms of the current care change event. Questions could include, but are not limited to: If/how the parties would normally discuss the ongoing care arrangements for the child? If their regular form of communication has changed, why have they changed their usual method? Have the parties ever followed the written care arrangement, and if not, why? How long has it been since the written care arrangement was followed? What was the reason for the deviation from the written care arrangement? Had the parties previously discussed returning to the arrangement provided for under the written care agreement? i.e. Was the deviation intended to be for a specified period, or a short-term arrangement What date was the written care arrangement made and has Services Australia been supplied a copy of the written care arrangement? Was there an event (e.g. illness or individual circumstances) or a particular set of circumstances that influenced the decision to deviate from the written care arrangement? Was the deviation intended to be for a specified period, or a short-term arrangement until the circumstances were resolved without a date being preset, or were there no plans made at the time of the deviation to return to the care set out in the written arrangement? Gather information from the parties to establish specific circumstances.
10	Establish if the person with reduced care is taking reasonable action When deciding whether a party’s actions are reasonable, consider whether they are making a genuine attempt to have the existing care arrangement complied with. Consider each party’s individual circumstances, including their relationship with the child and the other parent. Reasonable action for the party with reduced care could include: Making themselves available in a genuine attempt to take up care as provided for in the care arrangement Negotiating with the other party with a view to re-establishing the care arrangement Initiating or participating in court action for contravention of a court order Obtaining or seeking legal advice regarding the making or enforcing of a court order Initiating mediation, through a Family Relationship Centre or other service, to re-establish the care arrangement If relevant in the circumstances of the case, notifying the police that the child has been taken without consent This list is not exhaustive and other forms of action may be considered reasonable, according to the circumstances of both parties and the child. The party with reduced care does not need to provide evidence they are taking reasonable action: unless there is information to suggest they are not, or the other party does not agree reasonable action is being taken If an interim determination is made the party with reduced care must take reasonable action throughout the interim period. If they stop, the interim period will end, and care will be based on actual care from the day after reasonable action stopped. See Child Support Guide 4.2 Disputed care & interim care rules. Is the party with reduced care taking reasonable action to regain care in line with the written care arrangement? Yes, go to Step 11 No: Make an actual care determination. Depending on which program received the original notification, see Notification of change in child support care levels or Notification and assessment of shared care arrangements for Family Tax Benefit (FTB) If there is a disagreement over the facts follow the disagreed care decision making process. See Integrated care - Gathering additional information and evidence Document the details of the discussion in the Case window in Cuba, and on the customer’s Centrelink record using the appropriate Fast Note Record a ‘For information’ care record in Cuba, using the correct written care arrangement type and care level
11	Are there special circumstances? For care periods starting on or after 1 July 2012 (22 November 2012 for WA ex-nuptial cases), a decision can be made to apply actual care immediately where special circumstances exist. Before applying an interim period, the Registrar must be satisfied that there are no special circumstances that relate to the child. The special circumstances could relate to the child directly or relate to another individual, such as the party with increased care, to the extent that those circumstances relate to the child. Consider if the behaviour and/or actions of the party who has reduced care was a cause for the change in care. These behaviours and/or actions should be a significant cause for the change in care. Consider if there was substantial risk to the physical, emotional or psychological wellbeing of the child and/or another individual, such as the person with increased care, to the extent that those circumstances also relate to the child. Examples of where care is being withheld due to a substantial risk may include: violence towards the child exposing the child to family violence (within the meaning of section 4AB of the FL Act) violence towards the party with increased care directly involving the child in a criminal act exposing the child to alcohol, drugs or substance abuse substantially failing to comply with legal schooling requirements, and/or neglecting the child's basic needs, such as withholding essential medical care from the child or disregarding their daily needs for food, shelter, hygiene etc This list is not exhaustive, special circumstances will vary with each case, see Child Support Guide 4.2 Disputed care & interim care rules. Note: special circumstances are not limited to the inappropriate or unreasonable actions of a parent/carer. An interim period may still not apply due to special circumstances even where all parties have acted reasonably. Special circumstances need to be considered in all disputed care determinations. Discuss the circumstances with all parties when establishing what led to the care dispute and when reviewing evidence.
12	Interim care period An interim care determination can only be made once in relation to a written care arrangement. If the maximum interim period has ended no further interim care determinations can be made unless a new written care arrangement starts applying and there is an actual change of care. Note: there can be multiple shorter interim care periods within the maximum interim period depending upon the ongoing participation of the person with increased care in an approved Family Dispute Resolution process. Unless special circumstances apply, interim care decisions require 2 care percentage determinations based on the: care set out in the written care arrangement, which applies for an interim period, and actual care which applies immediately after the interim period ends If special circumstances apply, only one care parentage determination reflecting actual care will be required. The length of the interim period will depend on: the type of care arrangement (court order, parenting plan or written care agreement) the age of the care arrangement (e.g. how long ago the care arrangement was made) when care changed, and in some cases, where the person who has more care than what is set out in the written care arrangement takes reasonable action to participate in an approved Family Dispute Resolution process Go to Step 13.
13	Reasonable action by the person with increased care The length of the interim period may be reduced if the party with increased care is taking reasonable action and the written care arrangement is based on a: court order that started more than 26 weeks before the care change, or parenting plan/written care agreement that started more than 38 weeks before the care change The party with increased care is considered to be taking reasonable action if they: participate in an approved Family Dispute Resolution process, and have done this within a ‘reasonable period’ It is up to the Registrar to determine what is considered a 'reasonable period' in which the reasonable action started, and it will depend on the individual circumstances of each case. If the action did not occur within a reasonable period of the change of care day, the Registrar may determine that reasonable action started on a later date. If the person with increased care does not take reasonable action within a reasonable period, the end of the interim period will be the: earlier of the end of the maximum interim period, or for: court orders. 14 weeks but no earlier than 52 weeks starting from the day the court order too effect, or parenting plans or written care agreements. 4 weeks, but no earlier than 52 weeks starting from the day the parenting plan or written agreement took effect The above periods start on the day the person began taking reasonable action, rather than the change of care day. See References for links to Child Support Guide 4.2.2 Length of interim period and 4.2.1.20 Parent with increased care – taking reasonable action to participate in family dispute resolution. The person with increased care: does not need to provide evidence of the reasonable action they are taking: unless there is information to suggest they are not taking reasonable action, or the other person does not agree reasonable action is being taken see Table 2 > Step 2 for supporting evidence and information details must continue taking reasonable action to receive the benefit of a reduced interim period. If they stop taking reasonable action, the interim period will be: extended until the end of the maximum interim period or, reinstated until the end of the maximum interim period, if a shorter interim period has already ended Note: where a s60I certificate is provided, examine the details of the certificate. If it indicates that the person with increased care initially took reasonable action to participate in the process and that it is no longer reasonable for the parties to continue to do so, a shorter interim period can still apply. Alternatively, a certificate could demonstrate that the person with increased care has not participated in family dispute resolution. For examples, see the Interim Periods tables on the Resources
14	Application of Interim decisions to a child support assessment Interim Care decisions are applied to child support assessments under Section 54C of the Child Support Assessment Act 1989, and to Centrelink assessment under Section 35L of the Family Assistance Act 1999 The care percentages determined under the written care arrangement apply to each day of the interim period The actual care percentages apply from the day after the interim period ends Cuba automatically calculates the dates when an interim decision should apply to a child support assessment if keyed correctly.

Contact customer

Table 2: this table explains the process for contacting customer and investigating disputed care.

Expand table

Step	Action
1	Contact parties Contact with incarcerated customers is by phone appointment only. Contact the Incarcerated Customer team to arrange an appointment using the Incarcerated Customer Appointment email template. In all other cases, contact each party and explain: the disputed care process interim care decisions, including actual care in special circumstances any evidence they will need to provide For Centrelink customers, see Calling a customer or returning a customer's call For Child Support customers, see Contact with Child Support customers Ask the Risk Identification Question (RIQ) Has the customer answered yes to a Risk Identification Question? Yes: Refer to Family and domestic violence Document any sensitive information in the customer’s Profile window in line with Table 1 > Step 9 in Documenting Child Support information, and continue with the discussion No, continue with the discussion Establish with each party: the care that is currently occurring (including care other than nights), see Child Support Guide 4.1.1 Basics of care if the established pattern of care is as per the written care arrangement if the new pattern of care is likely to continue and is not a one-off minor change, such as occasionally missing a weekend of care due to work or illness. See Child Support Guide 4.1.1 Basics of care if there are any special circumstances that apply to the care change that may influence the decision to apply actual care in special circumstances or an interim period if they are taking any reasonable action, including what date it started/ended if they and/or the other party are participating in family dispute resolution with an accredited family dispute resolution practitioner if they have provided Child Support or Centrelink with a copy of the current written care arrangement The circumstances around care changes can be distressing, especially where care is disputed. Be considerate and sensitive to the customer’s experience when discussing and explaining care changes. See Identifying customer vulnerability and risk issues. Was customer contact successful? Yes, continue the discussion, go to Step 2 No, go to Step 5
2	Supporting information and evidence Encourage the parties to submit all documents and evidence via the myGov app or their myGov account online. Only offer the webmaster email address if the parties are not eligible for online services. Parties must be advised that the webmaster email address is not a secure method of communication. Advise each customer the information and evidence they provide will be: considered in making a care percentage determination discussed with the other party made available to the other party (including evidence submitted from third parties), except where the information is sensitive Sensitive information will be considered in the care determination however private information will not be made available (e.g., third party evidence from a Social Worker or a Women’s Refuge). Although private information not relevant to the decision will not be made available to the other party, the principles of procedural fairness require Child Support to advise all the relevant parties what information has been used when a decision is made. Discuss with each party: Information from children is not accepted and will be disregarded. Evidence from a child aged 18 years or older may be considered, see Child Support’s information gathering powers The agency may initiate searches for evidence Statements from third parties must maintain the privacy of the parties If a third party does not consent to their evidence or claim being disclosed to the other party, it will not be considered in the decision If a party provides a written statement from a third party, it will be inferred they have consented to the third party being contacted. See Child Support Guide 4.1.1 Basics of care The agency will base the care determination on the best information available at the time if: there is no evidence provided by one of the parties neither party provides conclusive information or evidence, or both parties provide conflicting information that cannot be reconciled
3	Establish timeframes for evidence Establish with each party the due date for them to provide relevant information and evidence. Evidence can include: copies of a court order, parenting plan or written arrangement documentary evidence (e.g. diary or calendar entries) noting the actual care of the child information or statements confirming care arrangements from day-care, kindergarten, school or any regular extra-curricular activity if customers live a considerable distance apart, enrolment details for day-care or school details regarding the usual location of the child's belongings evidence regarding visits to health care providers proof of airline bookings or passport copies statements confirming care arrangements from close family, friends or relatives statements from professional members of the community who have contact with family such as teachers, police, ministers of religion, lawyers, social workers or doctors evidence from the party with reduced care that they are taking reasonable action to have the care arrangement complied with, ended or varied evidence from the increased care party that they are taking reasonable action to participate in an approved Family Dispute Resolution process Where possible, evidence should specify the date the care started. This is particularly relevant where the customer is supplying a letter from foster care, another government department, or third party organisation.
4	Summarise agreed actions Summarise and document the discussion including: care-related facts that have been agreed on any evidence to be provided the date that the evidence must be received by the agency objection and review rights to the decision, regardless of whether the care percentages are changed potential impacts on child support, FTB, and/or ISP assessments, as relevant to the customer’s circumstance. Note: to maintain privacy, make sure this part of the discussion is documented in the appropriate location and system Offer referrals to support services where appropriate, see Social worker and other service referrals for child support customers. Go to Step 6.
5	Unable to contact party If attempts to contact one or both parties by phone are unsuccessful, send a please contact SMS, from the program where the notification was lodged, if the function is available, see Child Support Electronic Messaging (EM) or Centrelink letters online and Electronic Messaging. Conduct searches if no valid phone contact details are available. Was a new contact number located and contact successful? Yes: confirm new contact details and update the record. For Child Support, see Updating Child Support customer information and for Centrelink, see Notification and assessment of shared care arrangements for Family Tax Benefit (FTB) Go to Step 2 to discuss the disputed care process No, go to Step 6
6	Send letters Send letters to all relevant parties (including third parties) to request evidence even when contact is successful. Note: only complex care Service Officers issue the Disputed care contact letter. For: Child Support only customers and mutual customers not receiving Family Tax Benefit (FTB), Child Care Subsidy (CCS) or an Income Support Payment (ISP): issue the UQ105.00 Disputed care contact letter to request evidence mutual customers receiving FTB, or an ISP, or have a pending claim: use the Child - Change in Care Arrangements script to issue a Q810 Shared Care Dispute- Request for information letter and issue the UQ105.00 Disputed care contact letter to request evidence mutual customers receiving CCS only and have regular care: issue a Q888 CCS ACCS RFI letter if pending disputed care may reduce their care to 13% or less, and issue the UQ105.00 Disputed care contact letter to request evidence Centrelink only customers who: receive FTB or ISP use the Child - Change in Care Arrangements script to issue a Q810 Shared Care Dispute- Request for information letter receive CCS only and have regular care issue a Q888 CCS ACCS RFI letter if pending disputed care will reduce their care to 13% or less do not receive FTB, CCS or ISP but have an existing Centrelink record, issue a Q999 Change in care previous carer not in receipt of FTB requesting confirmation of shared care arrangements and supporting evidence, any customer(s) who do not have an existing Centrelink record. If there are enough details to create a record, one must be created. The children must be linked to the new record where linking criteria are met, see Adding a customer to the system and Linking a child to a customer's record. Issue a Q999 Change in care previous carer not in receipt of FTB is not enough details to create a record, issue a Q999 Change in care previous carer not in receipt of FTB from the existing customer’s record as a third party letter, all letters issued via Centrelink systems: close any open DOCs generated by the script on each customer’s record Once generated, review the letters for the following: Notified change in care details Request for supporting care related information and/or evidence Information on what evidence can be accepted and how it will be used and shared if it is considered in the making of the care decision Contact number for customer to call Advice that the care determination will be based on the information: provided by each party, and third parties, including where sourced from searches initiated by Services Australia Due date for receipt of evidence, making sure it aligns with standard response times
7	Document care record Document in line with Documenting Child Support information and Online Document Recording (ODR): All conversations, including macro documents Contact attempts Relevant information gathered Court orders, parenting plans and written agreements provided If managing the case in: Cuba, save the document in the Care window notepad Customer First, document in the INC Progress DOC – Disputed Create an INC Progress DOC – Disputed on all mutual customers records: Create a Fast Note and select Auto text, use Families > Integrated Care > INC Progress DOC - Disputed >. Select Confirm Update the following in the Fast Note as: Who contacted: CSO – Customer Service Officer Service Reason: FTB – Family Tax Benefit Channel and Source: INT
8	Manage care change in the system Select the system which aligns with the program where the care notification was initiated. Child Support system Delete the SCT Disputed Care Referral intray Create an SCT Awaiting Evidence intray on one associated party record and adjust the due date of the intray to one day after the latest evidence letter due date Set the INC Progress DOC - Disputed to Complete in Customer First Centrelink system No open work items Add Disputed keyword and place the INC Progress DOC - Disputed on hold Use the date when next action can be taken as the resubmit date Open in scope Families related work items in Customer First and/or Process Direct E.g., FTB NCL, AOCA, REA or REV: Set the INC Progress DOC - Disputed to Complete Add keyword Disputed and place other work items on hold, Use the date when next action can be taken as the resubmit date Where new in scope work items are received such as scanned documents: include references to where information is located in the INC Progress DOC - Disputed, such as a FA012 lodged on (date) set relevant work item(s) to Complete

Review evidence and make a decision

Table 3: this table explains the process for reviewing evidence to determine the appropriate decision outcome

Expand table

Step	Action
1	Review evidence received The information and evidence provided must be sufficient to enable a care determination to be made. Review the information and evidence received from each party to determine if: a written care arrangement that has not been ended or replaced applies, and there has been an actual change in care, and the party with reduced care is taking reasonable action If it is likely an interim care determination will be made, also consider if the evidence demonstrates whether: the party with increased care is taking reasonable action to participate in an approved family dispute resolution process, or there are special circumstances Note: Complex Care Service Officers may contact third parties if they need more information about a statement provided as evidence to be satisfied of the right decision. Only discuss the claims of care made by the parties with third parties. Do not discuss any other case details and be mindful that information provided by third parties can only be used in certain circumstances, see Child Support Guide 4.1.3 Care periods & pattern of care After reviewing all information and evidence if: the evidence is incomplete consider if there is enough suitable evidence to make a decision: if further contact or evidence is required from any party to be satisfied as to what decision should be made, extensions to standard timeframes for evidence provision should be considered, or circumstances for interim care or actual care in special circumstances determinations are not met, an actual care decision should be considered. See Notification of change in child support care levels there is not enough suitable evidence to be satisfied that a change occurred make a decision to reject the change, see Making a decision for a change in child support care Otherwise, go to Step 2
2	Review evidence for actual care in special circumstances (ACSC) This discretion is to be exercised in unusual cases, e.g., where there is evidence of violence or other inappropriate behaviour by the customer who has reduced care which led to the change in care. Special circumstances can also be considered where all parties have acted reasonably if the circumstances relate to the child. Consider if the behaviour and/or actions of the customer who has less care was a cause for the change in care. These behaviours and/or actions should be a significant cause for the change in care. E.g. there was a substantial risk to the physical, emotional or physiological wellbeing of the child or other customer. Examples of where care is being withheld due to a substantial risk may include: violence towards the child exposing the child to family violence (within the meaning of section 4AB of the FL Act) violence towards the person with increased care directly involving the child in a criminal act exposing the child to alcohol, drugs or substance abuse substantially failing to comply with legal schooling requirements, and/or neglecting the child's basic needs, such as withholding essential medical care from the child or disregarding their daily needs for food, shelter, hygiene etc This list is not exhaustive, special circumstances will vary with each case, see Child Support Guide 4.2 Disputed care & interim care rules. Note: special circumstances are not limited to the inappropriate or unreasonable actions of a person. Actual care may still apply due to special circumstances even where all parties have acted reasonably. E.g., a care arrangement may be unable to be complied with due to the illness, injury or actions of the child or another person to the extent that the circumstances relate to the child. ACSC decisions are based on documentary evidence that supports the claim, particularly in situations where the facts are disputed. Acceptable evidence from an independent third party will vary depending on the circumstances. Allegations of abuse, family and domestic violence need to be supported by independent evidence. Where it is alleged, a parent has been violent towards a child, the absence of a child welfare order would not prevent the discretion being exercised if other independent evidence is provided. Suitable evidence may include (but is not limited to): a police report detailing violent behaviour towards a child or the person with increased care an intervention order preventing contact with the child in accordance with the existing written care arrangement or person with increased care, or statements from a medical or other relevant professional regarding assault or abuse of the child or person with increased care If evidence has been provided by third parties (police, child protection etc.) that indicates further information could be contributed regarding whether special circumstances exist, clarification of the evidence can be sought. This may involve contacting the third party or person who provided the evidence where appropriate. Once all information and evidence has been examined and considered, determine if special circumstances should apply Does the evidence support actual care in special circumstances should apply? Yes, go to Step 3 No, go to Step 4
3	Make an actual care in special circumstances decision After the Complex Care Service Officer has determined an ACSC determination is appropriate: Update the Complex Care worksheet Complete the Potential ACSC – PSM review template Email the completed Potential ACSC – PSM review template and recommendation to the CSP Special circumstance decisions If the recommendation is supported, see Integrated Care – Making and recording care determination The Complex Care PSM will: review the recommendation contact the Complex Care Service Officer, if more information/ evidence is needed respond to the Complex Care Service Officer to advise if the recommendation is supported or if extra action is needed Appeals and Objection Service Officers reviewing an existing decision: Escalate to your aligned PSM for advice PSMs from business areas outside of Integrated Care are to follow the technical support model for peer support
4	Create an interim period Check there is an existing care record for the written care arrangement. One must be recorded in the Cuba Care window before proceeding. The care details care type must be ‘Court Order,’ ‘Parenting Plan’ or ‘Written Agreement’. Make sure the correct type is selected for Cuba to determine the correct length of the interim period The correct written care arrangement Made on Date must be entered to enable Cuba to correctly calculate the interim period Add an actual care record as follows: From Date: (date of event) is the date the care changed Notified Date: is the date the change in care was notified Percentage of care is the percentages of care actually occurring Disputed Care indicator must be ticked Accept this record but do not run eligibility at this stage. In the Cuba Care window, highlight the ACTUAL disputed care record: select the Interim Care button to open the Create Interim Care dialogue box. key the Reasonable Action Start Date for the person with increased care if reasonable action is being taken select the Reasonable Action within Reasonable Period check box if it has been determined reasonable action was taken within a reasonable period select Create Interim For more information, see the Interim Periods table. Process the interim decision in the Care window and finalise via the Eligibility window Add a decision document, including the end date of the Maximum Interim Period Note: customers may simultaneously notify Child Support of a previously unrecorded written care arrangement and a care change which does not comply with the written care arrangement. See Resources page > Table 5 for recording an interim period against the new written care arrangement in Cuba For mutual customers the interim care decision must be processed in the following order: Process the interim decision in Cuba Check data transfer in Customer First the day after processing in Cuba If required, correct and code the interim care and actual care lines in Customer First to reflect the decision as appropriate If the interim period needs to be keyed in Customer First: The ‘interim’ decision must be keyed from the date the care changed The DOR (date of receipt) of the activity should be the date Services Australia was first notified of the change in care Key the FTB Shared Care (FSC) screen and update SSA Shared Care (SSC) screen with the: interim care decision, and actual care decision to follow interim care period Create a new line in the !CADDS screen, update to ‘Finalised’ and mark the disputed care indicator as ‘Y’ Make a principal carer determination for the actual care decision. See Shared care for income support payments and principal carer determination. A principal carer determination may be required for the interim period if the written care arrangement was not being followed prior to the care change. To assess the effect on the customer’s FTB, see Notification and assessment of shared care arrangements for Family Tax Benefit (FTB). If the maximum Interim Period ends in the future, add a Display on Access (DOA) DOC as follows: Create a Fast Note select Auto Text use Families > Integrated Care > Disputed Care Interim Period Tick the Display on access box and confirm. The DOA reason will auto populate with ‘special contact consideration’ (SCC). Change the expiry date to the maximum interim period date determined Complete the Fast Note template with details of the disputed care decision including the maximum interim period Check data transfer in both systems the next day as part of post decision checks. If a Care – Interim Determination intray is present, make sure to check the details and delete where appropriate For help with processing an interim care decision, see Integrated Care – Making and recording care determination and Care Cuba Process Help. Will there be a future role reversal at the end of the interim period? Yes, go to Step 5 No, go to Step 6
5	Future role reversal In cases where roles will reverse after the interim period ends, Cuba will not automatically create the future reverse case. The reverse case will need to be created manually once the interim period has expired: Manually create an Interim Care Review intray on one customer only Change the Effective Date of the intray to the date the reverse case is due to commence The Due Date will update to 14 days later Add a brief notepad in the intray with the details of the interim care decision and the future start date of the reverse case The intray will automatically route to a Complex Care holding position. When the intray presents in the future to a Complex Care Service Officer will check: the Child Support Periods are aligned the collection status is as per the customer’s election eligibility and (if correct) save For more information, see Table 7 on the Resources page.
6	Income Support Payments (ISP) considerations Determine if the customer(s) need to speak to an experienced Service Officer to discuss claiming an ISP such as Parenting Payment or Job Seeker Payment. This may include when the customer: loses entitlement to their ISP and wants to apply for another ISP may be entitled to an ISP (e.g. customer’s income and assets are under the threshold) and wants to apply for an ISP needs their ISP reinstated Advise the customer they will be contacted to discuss testing their eligibility for an ISP. Document this on the customer’s record Escalate to the Level 2 Policy Helpdesk. Ask them to conduct an Assisted Customer Claim (ACC) with the customer or any other appropriate action needed. Provide all relevant information about the care determination that has impacted ISP eligibility: Suggested Text for Level 2 Policy Helpdesk referral: Integrated Care has made a decision regarding disputed care. ACC needs to be run with customer to test eligibility for {payment type} Principal Carer: {yes/no} – If yes, Child Name and DOB: Shared Care: {yes/no} – If yes, Child Name, DOB and Percentage of Care: Any other relevant information: Go to Integrated Care - Making and recording care determination.

Changes within the Maximum Interim Period (MIP)

Table 4: Complex Care Service Officers in Integrated Care manage changes that occur within the maximum interim period.

Expand table

Step	Action
1	Changes of care during an interim period If care changes during an interim period and is notified: during the interim period, the new care will apply after the end of the interim period after the interim period but within the maximum interim period (also referred to as the suspension period), the new care will apply from the date of notification If a care change occurs during an interim period and that change is notified after the end of the maximum interim period, the normal care date of effect rules will apply.
2	Changes of care after an interim period but within the maximum interim period The first change of care notified after the end of an interim period but before the end of the maximum interim period can only be given effect from the date of notification, for both child support and family assistance purposes. In these cases, the earlier determination of actual care will be suspended, and the new actual care percentages will apply, see Child Support Guide 4.2 Disputed care & interim care rules. System support is not currently able to reflect this rule so care changes that fall after the interim period but before the end of the maximum interim period will need to have the date of event recorded as the date of notification. If a subsequent care change occurs, the normal date of effect rules apply for Child Support and FTB purposes as per the below. The normal date of effect rules apply, if the care changes: after the end of the interim period, and before the end of the maximum interim period, and is notified of after the end of the maximum interim period Go to Integrated Care – Making and recording care determination.
3	Reasonable action by the party with increased care stops before the end of the maximum interim period If the party with increased care stops taking continuous reasonable action: within the interim period, the interim period will be extended until the end of the maximum interim period after the interim period, but within the maximum interim period, the interim period will resume from the date reasonable action ceased and continue until the end of the maximum interim period. Note: where a s60I certificate indicates that the person with increased care initially took reasonable action to participate in the process and that it is no longer reasonable for the parties to continue to do so, a shorter interim period can still apply For information on the processing steps required to give effect to changes in ‘reasonable action’ by the party with increased care, see the Modify Interim care record following changes in reasonable action table in Care Cuba Process Help. If the party starts taking reasonable action again before the end of the maximum interim period, go to Step 4.
4	Reasonable action by the party with increased care does not start within a reasonable period or resumes after earlier ceasing If the party with increased care did not take reasonable action within a reasonable period but later does so, the length of the interim period will be reduced from the date reasonable action started rather than the original date of event for the care change. This also applies where reasonable action was originally taken, then ceased and later resumed. The interim period will continue: for court orders, for 14 weeks from the date reasonable action resumed, or for parenting plans and written care agreements, for 4 weeks from the date reasonable action resumed In either case, the interim period may not extend beyond the end of the maximum interim period. For more information about the duration of the amended interim period, see the Interim Periods table. For information on the processing steps required to give effect to changes in ‘reasonable action’ by the customer with increased care, see Modify Interim care record following changes in reasonable action table in Care Cuba Process Help.
5	Ending an interim period due to a change of circumstances In some situations, an interim period may end early and no later interim period can apply for the same written care arrangement. If: the person with reduced care stops taking reasonable action or the written care arrangement no longer applies (e.g. because there is an end date for the care arrangement), the interim period will end on the day the person stopped taking action or the care arrangement no longer applied special circumstances exist in relation to the child (where special circumstances were not present at the time the interim decision was made) the interim period will end the day before special circumstances start applying a new written care arrangement is made in relation to the child(ren), the interim period will end on the day before the new care arrangement begins to apply. If the new written care arrangement is: for a different level of care than that being used in the assessment and is being followed a new care determination should be made, using the correct care type not being followed and there has been no change in actual care, the ‘second percentage of care’ from the original interim care decision (i.e. the actual care that is already taking place) will apply from the date the new written care arrangement begins to apply. In this circumstance, the new written care arrangement should be reflected as a ‘For information’ care record not being followed and there has been a change in actual care then a new care determination should be made with the start date being the day after the prior arrangement ceased to apply. The circumstances of care should be investigated to determine if disputed care provisions apply to the new written care arrangement or an actual care decision should be made If a terminating event occurs for the child(ren) within the interim period, adjust the interim period to end on the day before the terminating event, see Terminating events (Stage 2). For FTB purposes, see Family Assistance Guide 2.1.1.70 Disputed care arrangements on how to treat payments in the event an interim period ends earlier. If the case or assessment restarts for a child, the interim period does not restart automatically. A new care determination must be made from the date the assessment restarts. A new interim care determination can only be made if all other requirements for an interim determination are met and: the restart of the case is within the Maximum Interim Period of the earlier interim determination, or a new care arrangement now applies and is not being followed Go to Integrated Care - Making and recording care determination.

Administrative Review Tribunal (ART) 1 and 2 decisions

Table 5: this table explains the process for actioning Administrative Review Tribunal (ART) 1 and 2 decisions.

Expand table

Step	Action
1	Original decision details Read the ART decision to establish the original decision details including: Date of Event Date of Notification Care percentages Was the notification within 28 days of change in care?
2	Details of the objection decision Go to the Cuba Objection window to identify the details of the objection decision. Read the objection decision and establish: Date objection was lodged Date objection decision was made Was the objection lodged on time? Was it allowed, partially allowed or disallowed? If lodged outside of time were special circumstances established? If the objection outcome was allowed or partially allowed what was the determined: Date of Event? Date of Notification? Care percentages? What is the Date of Effect? Is it applied correctly in Cuba and Customer First/ Process Direct?
3	Details of ART decision Read the ART decision and establish: When was the ART application lodged? Was the application lodged on time? Did ART vary, set aside or affirm the objection decision? If the ART outcome was to vary or set aside the objection decision, what was the determined: Date of Event? Date of Notification? Care percentages? Is the summary of the decision consistent with the conclusions stated in the body of the decision? If the application for review was lodged outside of time, were special circumstances considered? Date of effect of the decision Note: most ART decisions are complex and clarification from the tribunal may be needed in some cases. Where clarification is needed, escalate these to the Complex Care PSM who may refer the decision for Program Advice or back to the tribunal for correction or clarification.
4	Pre implementation checks Check for PS management. This does not impact implementation of the ART decision but keep the PSO informed of developments, e.g., any other issues identified. The CCSO will need to provide details of outcomes for both Centrelink and Child Support assessments and entitlements where appropriate to the PSO who will need to contact the customer regarding implementation of the ART decision and outcomes Check for eligibility issues and historical care alignment between Cuba and Customer First. Resolve any errors or data integrity issues identified before implementing the ART decision
5	Process the ART decision in Cuba and Customer First ART decisions made under child support legislation are coded in Cuba initially. Process the ART decision in Child Support and Centrelink systems on the same day Assess the impacts and ensure assessment outcomes are accurate in both systems Check data transfer in Customer First and Cuba the day after processing in both systems Note: if implementing an ART decision reviewed under family assistance legislation, see Table 4 in Care intrays Cuba Process Help Update the care record in: Cuba, see Care Cuba Process Help. If an appeal is lodged late, to retain the ‘set aside’ decision up to the day before the date of effect (late lodgement date) in Cuba, but ensure it applied to Centrelink from the date of event determined, the following may need to be applied: Manual periods/formula modification, see Table 8, or Stage 1 registrations, see Table 7 Customer First, see Notification and assessment of shared care arrangements for Family Tax Benefit (FTB) Check data transfer in both systems the following day and resolve any issues For more information, see Integrated Care - Making and recording care determination. Is customer contact required? Yes, go to Step 6 No, go to Step 7
6	Customer contact Explain to the parties the impact of implementing the decision on their Child Support and Centrelink assessment and payments. Discuss any: child support arrears or overpayments created payment transfers or impacts, and any options to test eligibility for new claims
7	Post implementation actions Delete system generated letters Issue the relevant ART Implementation Unique Letter with assessment UQ51.12 ART1/ART2 decision letter - Care decisions UQ51.13 ART/Federal Court stay order implementation If the decision resulted in a change to the assessment, also issue an MX0-2. Use the ART/ARO Decision Implementation template to document in Cuba and Customer First Update the Complex Care Worksheet Send finalisation outcome summary email to Complex Care PSM

Authorised Review Officer (ARO) implementations

Table 6: this table contains details for implementing Authorised Review Officer (ARO) decisions.

Expand table

Step	Action
1	Check Customer First Locate all associated customer records in Customer First and Customer Record Check the ARO decision documents in Document List (DL) Check the ARO decision details in Document Tools (ARODEC) Escalate any concerns regarding the decision to the Complex Care PSM A Complex Care Service Officer cannot change an ARO’s decision without approval from Appeals Policy and Program Complex Care Service Officers must escalate to the Complex Care PSM if they identify an ARO decision that is: contrary to policy or law, or is based on an error of fact, or does not affirm, vary or set aside and substitute a decision. E.g., the decision is to ‘reassess a claim’ The Complex Care PSM will contact the ARO to discuss and/or seek clarification If the ARO decision needs to be changed, the Complex Care PSM will complete the Request Appeals Policy and Program advice webform Appeals Policy and Program will advise if there is sufficient reason to start a Secretary initiated review of the ARO decision If, after escalation to Appeals Policy and Program, the Complex Care Service Officer still disagrees with the interpretation of facts or the exercise of discretion within the policy, they must implement the ARO decision
2	Original decision details Identify the details of decision which has been appealed, including: Child(ren) affected Date of Event Date of Notification Date of effect Care percentage Outcome - Accept/reject/refuse Date customer was notified of decision. When determining the date, the customer was notified of the care decision, use the letter issued by Child Support as the first time the customer is notified. Use this date even if Centrelink made the original care decision Note: if the original decision was not made by Integrated Care, the CF activity will need to have the keyword ‘disputed’ removed and the work item re-categorised to FCC and a note added explaining the activity is out of scope for Complex Care. This does not apply if the implementation is for a decision that has escalated issues and has been allocated by IC National Team. These ARO decisions need to be implemented as a priority.
3	ARO decision details Identify the details of the ARO decision which has been made, including: Child(ren) affected Date a review was first requested Date of Event determined Care percentage determined
4	Was the review request lodged within time? The review is considered to have been lodged within time if requested within 28 days (or 90 days if the customer resides in a reciprocating jurisdiction) of the customer being notified of the original care decision.
5	Determine if the Centrelink review was lodged on time Determine the review lodgement date to determine the date of effect for child support. The ‘appeal lodged date’ in the APL script is often not accurate. Check Cuba and Customer First records to identify the first date the customer contacted to question the correctness of the decision. Use the Extension of time calculator macro. The start point for the day count is the date Child Support issued the care decision letter from Cuba even when Centrelink made the original care decision, see Table 4 in Care intrays Cuba Process Help . Was the Centrelink review lodged on time? Yes, go to Step 6 No, go to Step 7
6	Review was lodged on time If the customer lodged the review on time, the decision will take effect from the date the original decision took effect. Run the Appeal Decision Implementation script for each party to: Update the relevant APL to FINALISED Make sure the Modify Reconsideration (MR) screen in the APL system reflects the reason as PDC, PRS, PSC, PTS, or CSR for correct data transfer. Using these reasons will raise a REA work item, which will need to be actioned to attach the relevant care decision to the appeal in the !COAD screen and transfer appeal data to Child Support systems. See Table 4 on the Requests or application on or after 15 May 2021 tab of Internal review process for care decisions Document implementation actions and outcomes on all relevant party records in both Centrelink and Child Support systems. For Cuba processing go to Step 9
7	Review was not lodged on time The review decision will take effect for child support from the date the review was requested unless special circumstances exist. Child Support will need to consider if special circumstances apply after the ARO decision is finalised in Centrelink systems. See the Child Support Guide 10.2.8 Objections to care percentage decisions. The review decision will take effect for child support from the date the review was requested unless special circumstances exist. Implement the ARO decision in Centrelink systems only initially. To do this: Run the Appeal Decision Implementation script for each party Update the relevant APL to FINALISED Make sure the Modify Reconsideration (MR) screen in the APL system reflects the reason as PDC, PRS, PSC, PTS, or CSR for correct data transfer. Using these reasons will raise a REA work item, which will need to be actioned to attach the relevant care decision to the appeal in the !COAD screen and transfer appeal data to Child Support systems. See Table 4 on the Requests or application on or after 15 May 2021 tab in Internal review process for care decisions Document implementation actions and outcomes on all relevant party records in Centrelink This action will trigger data exchange to raise a CARE – REVIEW OF DECISION RECD intray to generate the following day. Go to Step 8.
8	Contact with the applicant regarding special circumstances for late review application Attempt to contact the applicant to establish if there are special circumstances that explain why there was delay in lodging their application for review Successful contact and the customer has special circumstances Tell the customer that as they lodged their request for review late, the ARO decision will apply in the child support assessment from the day the review was lodged. However, if special circumstances prevented them from asking for a review, the review application is considered as lodged on time. If the review is considered as lodged on time, the decision will take effect in the child support assessment from the date the original decision took effect. Warm transfer the customer to Objections who will review the special circumstances and make a decision. Keep customer locked awaiting the special circumstances decision. Go to Step 9. Successful contact and the customer does not have special circumstances Tell the customer their review decision will have effect from the date they lodged the review. Go to Step 9. Unsuccessful contact Issue a UQ51.03 Special circumstances request for care percentage review decision with a 14 day response due date Add a document to the Case window in Cuba. Make sure it is clear child support needs to discuss with the customer whether they wish to have special circumstances considered If the customer: does not respond to special circumstances letter, go to Step 9 contacts Child Support to discuss if special circumstances prevented them from lodging their application for a Centrelink ARO review on time: warm transfer the customer to Objections. The Objections officer will review the special circumstances and make a decision keep the customer locked awaiting special circumstances decision go to Step 9
9	Cuba Processing Select the processing needed. Review lodged on time or lodged late and special circumstances exist The date of effect and date of notification will be the same as the original decision. Do not use the review date as the date of notification Record care in Cuba, see Integrated Care – Making and recording care determination and Care Cuba Process Help Delete system generated letters Issue the UQ51.05 Applying internal review/ART decisions about care letters If the decision resulted in a change to the assessment, also issue MX0-2 letters Use the ART/ARO Decision Implementation template to document in Cuba and Customer First Update the Complex Care Worksheet Send email to Complex Care PSM Go to Step 10 Review lodged late – special circumstances do not exist Because of data transfer system limitations, it is not possible to keep the original care decision dates for Centrelink purposes and also give effect to the review decision from the correct date of effect in Cuba without applying a Cuba workaround. Manual periods are added to make sure: the Child Support assessment does not change before the date of review lodgement, and Centrelink records are not impacted by incorrect data transfer and retain original decision date of effect The way to add the manual periods will depend on the circumstances of the case. Refer to Complex Care PSM for help if required. As a general rule, take the following steps: Make sure all historical care records are aligned in Cuba and Customer First excluding the review decision Make sure the assessment is correct (i.e. update incomes) Write down or take screenshots of Case Liability Rates for the period from the Date of Effect of the original decision to the day before the review lodgement date Add the care as per the review outcome, using review lodgement date as the Date of Notification, see Integrated Care – Making and recording care determination and Care Cuba Process Help If this is the first care recorded for the case the Date of Notification cannot be changed, escalate to Complex Care PSM Update the Use Date for both parties to be the Date of Notification Check the Cuba Eligibility screen: if a role reversal is going to be created from the date of lodgement of the review or the case is being made ineligible, additional steps may be needed. Escalate to a Complex Care PSM if help is required. Do not save eligibility exit eligibility without saving Add manual periods to set the annual rate of child support as it was before keying the care review decision outcome. Refer to notes/screen shots of Case Liability Rates Make sure manual periods are set in both related cases if appropriate Go back to the Cuba Eligibility screen. This should show no changes before the date of lodgement of the review: if changes are still occurring, escalate to a Complex Care PSM. Do not save eligibility if no changes are occurring, save eligibility Use the ART/ARO Decision Implementation template to document in Cuba. Include a detailed explanation of the basis for manual liability calculation for the period in question. This may be required if there are any subsequent variations required due to better incomes becoming available. Make sure the document highlights the care in the Cuba Care window should not be used to calculate the assessment in this period Update the Complex Care Worksheet Send email to Complex Care PSM with a copy of the ART/ARO Decision Implementation template For help to code: Stage 1 registrations, see Table 7 manual periods/formula modification, see Table 8
10	Monitor for data alignment Check Cuba and Customer First on the following day to: confirm care alignment action any ripple activities created

Applying Stage 1 registrations

Table 7: this table explains how to use a Stage 1 registrations to record in Cuba when an appeal is lodged late and an assessment needs to be maintained for a period when the payee has no eligible child in their care.

Expand table

Step	Action
1	Apply a new Stage 1 Registration From the Case window, select In the Application group box: select Court Order/AGR in the Type dropdown menu key the Lodgement Date and Mailroom Date key the Starts on (start date of the manual period) and Ends on (end date of the manual period) Select
2	Add Additional Registration Information From the Case window, select Additional Registration Information from the Go dropdown menu. In the Court Order Details group box: key ART details Select Periodic Amounts radio button in Uses group box Select Select Periodic Amount from the Go dropdown menu to access the Periodic Amounts window
3	Add Periodic Amounts Select In the Action Required group box: select the Add radio button In the Apply group box: key the From Date, To Date, Amount and Frequency Select Check the changes in Stage 1 Annual Rates group box in eligibility pre-confirmation. Note: a Stage 1 registration will not apply if there is an underlying formula assessment recorded for the same period. All formula assessments for the relevant period should be removed before recording the Stage 1 registration. Stage 1 registrations default to private collect status once saved. Note down/take screen shots of collection history before saving any changes. Change collection status as appropriate in the Stage 1 registration before saving.

Applying manual periods/formula modification

Table 8: this table explains how to apply manual periods/formula modification.

Expand table

Step	Action
1	Applying manual periods/formula modification A formula modification can be applied on an active registration period only Only one formula modification can apply at a time per period If the annual rate needs to be set for a period when a Departure Order (COA, Agreement, Court Order Assessment) applies: The manual periods in place will need to be adjusted within the departure registration not the underlying formula assessment. Refer to a Complex care PSM If the annual rate is set for a period to maintain the assessment due to date of effect of the ART decision, check the eligibility pre-confirmation is showing no change for that period
2	Open the Formula Modification window From the Case window, select Formula Modification from the Go dropdown menu.
3	Record details of the manual period / formula modification In the Action Required group box: select Add In the Modification Details group box: key the From Date and To Date select Requires Manual in the Type dropdown menu In the Adjust by group box select Amount radio button key the correct annual rate in the Set To Select Check eligibility pre-confirmation If annual rates have been set for a period to maintain the assessment due to the date of effect of the ART decision, eligibility pre confirmation should show no changes for that period Save eligibility if all results are as expected Note: A formula modification can be applied on an active registration period only Only one formula modification with same Type can apply at a time per period If the annual rate(s) for a period needs to be set when a departure order (COA, Agreement, Court Order Assessment) applies, adjust the manual periods in place within the departure registration not the underlying formula assessment. Refer to Complex Care PSM For more help applying manual periods/formula modifications, see the Steps to add, update or delete a formula modification table.

Operational Information

Integrated care – Complex care 277-03060050

On this page:

Disputed care including Actual Care in Special Circumstances (ACSC)

Contact customer

Review evidence and make a decision

Changes within the Maximum Interim Period (MIP)

Administrative Review Tribunal (ART) 1 and 2 decisions

Authorised Review Officer (ARO) implementations

Applying Stage 1 registrations

Applying manual periods/formula modification