Integrated care – Complex care 277-03060050

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. Before 29 March 2024, an interim determination cannot be made where there was an existing care percentage determination that has been revoked.

• If the care changed before 29 March 2024, go to Step 2
• If the care changed on or after 29 March 2024, go to Step 5

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 Child Support and Family Tax Benefits (FTB) purposes an interim care determination may be determined, for an interim period according to 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 determined care of the child for FTB purposes

See Child Support Guide 4.2 Disputed care & interim care rules.

Note: for FTB purposes, shared care determinations are only made for a responsible parent from the separation date. Therefore, a care determination is considered the first care determination after separation. For non-parent carers, it may be possible for a shared 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 5
• No, go to Step 3

In very limited circumstances an interim determination may be made 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 able to be established that the party with reduced care is taking reasonable action despite the child being made available. 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 5
• No, go to Step 4

For Child Support purposes, see Change in child support care levels.

For Centrelink purposes, if the carer who has lost 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 an Income Support Payment (ISP) to that recorded for FTB and Child Support. This is because of differences in Family Assistance and Social Security legislation, go to Table 1 > Step 6 in Child out of care without consent.

This would result in the FTB entitlement of the customer who has less actual care ending but their Income Support Payment (ISP) 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:

• see Shared care for income support payments and principal carer determination, and
• complete the coding as per Table 5 on the Customer First tab in Notification and assessment of shared care arrangements for FTB. 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 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 Parenting -Level 2 Policy Help Desk who will seek advice from Level 3 Policy Helpdesk.

Procedure ends here.

A written care arrangement is a:

• stamped 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 be an ongoing arrangement.

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 6
• 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

If actual care is different to the care provided for under the written care arrangement an interim determination may be possible 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.

Before finalising decisions where care was not in line with the written care arrangement immediately before the change in care:

• prepare a written outline of the circumstances and proposed decision, and
• escalate to Complex Care PSM for review

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
• Make an actual care determination. See Notification of change in child support care levels
• No, and there is:
• a disagreement over the facts of the care change, follow the disagreed care decision making process, see Integrated care - Gathering additional information and evidence
• no disagreement over the facts of the care change, go to Step 7

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 back 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.

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 the 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 9
• No:
• Make an actual care determination. See Notification of change in child support care levels
• If there is a disagreement over the facts follow the disagreed care decision making process. See Integrated care - Gathering additional information and evidence

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 well-being 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, see Table 4.

Special circumstances need to be considered in all disputed care determinations. Discussed the circumstances with all parties when establishing what led to the care dispute and reviewing evidence.

Is there an indication of special circumstances that needs investigating with the parties?

• Yes, see Table 2
• No, go to Step 10

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.

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 accredited Family Dispute Resolution process.

Interim care decisions require 2 care percentage determinations:

• One based on the care set out in the written care arrangement, which applies for an interim period, and
• The other based on the actual care which applies immediately after the interim period ends

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 party have more care than what was set out in the written care arrangement takes reasonable action to participate in an accredited Family Dispute Resolution process

Go to Step 11.

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 accredited 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 end of 14 weeks starting on the day the person began taking reasonable action, rather than the change of care day. See Child Support Guide 4.2 Disputed care & interim care rules.

The party 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 party 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 the 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

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.

Note: check the application of the decision in the other system (post data transfer) for accuracy the next day after the decision is finalised.

If the interim decision is not applying as expected escalate to Complex Care PSM.

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

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 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 most recent 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

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.

Inform 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 may initiate searches for evidence that will be discussed
• 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

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 accredited 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.

Summarise and document the discussion and include:

• 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
• FTB purposes only, e.g., where the person is only a Centrelink customer
• Both FTB and Child Support, e.g., where at least one of the parents/carers is a mutual customer

Offer referrals to support services where appropriate, see Social worker and other service referrals for child support customers.

Go to Step 6.

If attempts to contact one or both parties by phone are unsuccessful, send a please contact SMS, from the program from which the notification was initiated, 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 successfully?

• Yes:
• confirm new contact details and update the record. For:
  Child Support, see Updating Child Support customer information
  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

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 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 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 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 with a Details of your child's care arrangements (FA012) from the record
• if there 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 system:
• 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

Document in line with Documenting Child Support information and Online Document Recording (ODR).

Record all care information received in Child Support and Centrelink systems in an Integrated Care – Progress Doc on all mutual customers.

Update the Integrated Care – Progress Doc throughout the process with the following

• All conversations, including macro documents
• Contact attempts
• Relevant information gathered
• Court orders, parenting plans and written agreements provided:
• for Cuba, in the Care window notepad
• for Customer First, annotate the Integrated Care – Progress DOC. Record all care information received in Child Support and Centrelink systems in the Integrated Care – Progress DOC, whether it is open, on hold or completed

Select the system which aligns with the program where the care notification was initiated.

• Delete the SCT Disputed Care Referral intray
• Create an SCT Awaiting Evidence intray on one associated party record
• Set the Integrated Care – Progress DOC to Complete

No open work items

• Add Disputed keyword and place the Integrated Care – Progress DOC 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 Integrated Care – Progress DOC 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, such as a FA012 lodged on (date) in the Integrated Care – Progress DOC
• Set relevant work item/s to Complete

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 a 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 accredited 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, but note the information provided by third parties can only be used in certain circumstances, see Child Support Guide 4.1.1 Basics of care.

After reviewing all information and evidence, if:

• an interim care decision is to be made, go to Step 10
• care is being withheld due to special circumstances, and a potential actual care in special circumstances decision is to be made:
• Complete the Potential ACSC – PSM review template
• Email the completed Potential ACSC – PSM review template and recommendation to the CSP Special circumstance decisions
• Once PSM response is received and all required actions taken to confirm ACSC is appropriate, make and code the decision. See Integrated Care – Making and recording care determination
• the evidence is inconclusive consider if there is sufficient evidence to make a decision:
• if further contact or evidence from any party is required 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, and an actual care decision should be considered, see Notification of change in child support care levels, or
• an ACSC decision should be considered (care is being withheld due to special circumstances) instead of applying an interim period, go to Table 4

Check there is an existing care record for the written care arrangement. If not, one must be loaded in the 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 Made on Date, the date the written care arrangement was made, must also be entered to enable Cuba to correctly calculate the interim period

Add an actual care record as following:

• 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 and then:

• 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 eligibility
• 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 4 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
• 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 is not required for the interim period

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 > Enquiry > 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

Integrated Care – Making and recording care determination and Care Cuba Process Help.

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.

Service Officers will need to:

• 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.

If there are no other outstanding issues, the customer can be unlocked.

When the intray presents in the future, a Complex Care Service Officer will need to 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 Resources page > Table 6 Interim Care Review intrays.

• Determine if the customer/s need to speak to an experienced Service Officer to discuss claiming an ISP such as Parenting Payment and 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 Parenting – Level 2 Policy Help Desk. 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 Parenting – Level 2 Policy Help Desk Enquiry

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, Percentage of Care:

Any other relevant information:

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.

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.

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.

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.

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
• a new care arrangement is made and being followed. The interim period will end on the day before the new care arrangement begins to apply
• 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. See Table 4 for details about special circumstances

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.

‘Actual Care in Special Circumstances’ (ACSC) must be considered for all disputed care referrals, whether initiated within Centrelink or Child Support programs.

When a customer’s circumstances indicate an ACSC determination may be appropriate, refer the customer to a Complex Care Service Officer. The Complex Care Service Officer will make a decision about whether to apply an ACSC decision.

This discretion is only 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. This recognises that if a customer's own unreasonable or inappropriate actions are a significant cause for the care arrangement not being complied with, the customer should not benefit from an interim period, even if they are seeking the return of the child. See Child Support Guide 4.2 Disputed care & interim care rules.

Customers can be referred for consideration of ACSC by:

• Integrated Care (Disagreed) Service Officer and Service Officers in Child Support, see Customer Referral Guidelines (CRG) – Child Support > Actual care in special circumstances (ACSC)
• Service Officers in Centrelink, see Actual Care in Special Circumstances referral template

After reviewing the referral, if the Complex Care Service Officer determines ACSC does not apply, they will consider if the Disputed Care process needs to be followed, see Table 1.

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

Note: special circumstances are not limited to the inappropriate or unreasonable actions of a person. An interim period may still not 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.

This list is not exhaustive, special circumstances will vary with each case, see Child Support Guide 4.2 Disputed care & interim care rules.

Each customer must provide relevant information and evidence to support their claims.

When contacting customers for extra information, be mindful of the potentially sensitive issues and seek appropriate support e.g. Social Worker.

Discuss with customers the information needed to make a decision.

Inform each customer that the information and evidence they provide will be:

• considered in making a care decision
• discussed with the other customer
• made available to the other customer (including evidence a customer submits from third parties), except where this information is sensitive

Sensitive information will be considered in the care determination however unnecessary or 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 is being taken into account when a decision is being made.

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

Encourage customers to submit all documents and evidence via the myGov app or their myGov account online.

The webmaster email address can only be offered if they are not eligible for online services. Customers must be advised that the webmaster email address is not a secure method of communication.

Inform each customer that:

• 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 customers
• if a third party does not consent to their evidence or claim being disclosed to the other customer, it will not be considered in the decision

If a customer 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.

Inform customers the agency will base the care determination on the best information available at the time, see Child Support Guide 4.1.1 Basics of care in the event:

• there is no evidence provided by one of the parties
• neither customer provides conclusive information or evidence, or
• both customers provide conflicting information that cannot be reconciled

The circumstances around care changes can be distressing, especially where special circumstances apply. Be considerate and sensitive to the customer’s experience when discussing and explaining ACSC, see Identifying customer vulnerability and risk issues.

Where appropriate, refer the customer to a Social worker and other service referrals for child support customers.

Speak to the Team Leader/Program Support Manager for support in managing the calls if necessary.

Where it is indicated that third parties (police, child protection etc.) may be able to contribute further information regarding whether special circumstances exist, make contact and gather this additional information from the third parties directly.

Was customer contact successful?

• Yes, go to Step 4
• No, go to Step 6

Establish timeframes with each customer for them to provide relevant factual information and evidence.

Summarise the discussion and include:

• care-related facts that have been agreed on by the customer
• suitable evidence customers need to provide
• the date by which that the evidence must be received by the agency
• the customers have objection and review rights to the decision, regardless of whether the care percentage is changed
• potential impacts on FTB and other Centrelink payments

To assess the effect on the customer’s FTB, see Assessment of care arrangements for Family Tax Benefit (FTB).

Offer the customer referrals to support services where appropriate, see Social worker and other service referrals for child support customers.

Go to Step 7.

If attempts to contact one or both parties by phone are unsuccessful, send a please contact SMS, from the program which the notification was initiated 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.

If a new contact number is located and the customer is successfully contacted, confirm the details with the customer and update their record. For

• Child Support, see Updating Child Support customer information
• Centrelink, see Notification and assessment of shared care arrangements for Family Tax Benefit (FTB)

Send letters to all relevant parties (including third parties) to request evidence even if 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 Disputed Care Contact letter to request evidence
• for 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 Disputed Care Contact letter to request evidence
• for mutual customers receiving 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
• for 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
• for 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, see Adding a customer to the system and where possible, Linking a child to a customer's record. Issue a Q999 Change in care previous carer not in receipt of FTB with a Details of your child's care arrangements (FA012) from the record
• if there 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 issued via Centrelink system:
• 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 customer, third parties
• sourced from searches initiated by Services Australia
• due date evidence needs to be received by the timeframe for the customer to respond, see Standard response times

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:
• for Cuba, in the Care window notepad
• for Customer First, annotate the Integrated Care – Progress DOC

Record all care information received in Child Support and Centrelink systems in the Integrated Care - Progress DOC, whether it is open, on hold or completed.

• Outline all evidence and information considered in making the decision in the decision document
• The evidence and information related to ACSC decisions can sometimes be confronting, only include factual and relevant information
• Do not reference evidence and conversations verbatim - summarise relevant information and refer to the evidence already recorded in Cuba or Customer First
• Avoid language that can be considered emotive or offensive

Select the system being used to manage the care change.

• Create an ACSC Awaiting Evidence intray on one associated customer record
• Delete the SCT Awaiting Evidence intray
• Set the Integrated Care - Progress DOC to Complete

No open work items

• Place the Integrated Care - Progress DOC on hold, add keyword Disputed
• Use the date when next action can be taken as the resubmit date

In scope Families related work items on the Activity List (AL) for e.g., FTB NCL, REA or REV:

• Set the Integrated Care - Progress DOC to Complete
• Place other work items on hold, add keyword Disputed
• Use the date when next action can be taken as the resubmit date

Where new work items are received in Work Optimiser for e.g., a scanned document:

• include references to where information is located, such as a FA012 lodged on (date) in the Integrated Care - Progress DOC
• set the other work items to Complete

Review evidence and information that support relevant findings of fact.

• ACSC decisions are made on the basis of documentary evidence that supports the claim
• 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
• The absence of a child welfare order would not prevent the discretion being exercised if other independent evidence is provided

Evidence from an independent third party that may indicate special circumstances could be, but not limited to:

• a police report detailing violent behaviour to a child or the customer with increased care
• an intervention order preventing contact with the child or the customer with increased care
• statement from a medical or other relevant professional regarding assault or abuse of the child or the customer with increased care

Note: a phone call is often needed to the relevant authorities to get the required information in these situations. Do not accept evidence directly from children. Where a customer provides written evidence from the child, do not consider the information. Tell the customer we will not be considering this for evidence purposes.

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

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

Once all of the information and evidence has been examined and considered, and PSM review completed, make a decision.

If no supporting evidence is received from one of the customers, or if it is inconclusive, make the decision on the best information available.

See Integrated Care – Making and recording care determination and Care Cuba Process Help.

Read the ART decision to establish original decision details including:

• Date of Event
• Date of Notification
• Care percentages
• Was the notification within 28 days of change in care?

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?

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. Escalate these to the Complex Care PSM who may refer the decision for Program Advice or back to the tribunal for correction or clarification.

• 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

ART decisions are coded in Cuba. This is because Complex care staff only process decisions made under child support legislation.

• Process the ART decision in Cuba
• Check data transfer in Customer First the day after processing in Cuba
• Correct and code the ART care line/s in Customer First to reflect the decision as appropriate

Update the care record in:

• Cuba, see Care Cuba Process Help. Sometimes 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, the following may need to be recorded:
• Applying manual periods/formula modification, see Table 8, or
• Applying 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

See Integrated Care - Making and recording care determination.

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

• Delete system generated letters
• Issue the relevant ART Implementation Unique Letter with assessment
• MX0-2 if there are assessment changes
• MX0-1 if there are no changes
• 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

• 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 the Review of Decision Helpdesk
• If the Complex Care Service Officer disagrees with the interpretation of facts or the exercise of discretion within the policy, they must still implement the ARO decision
• 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 advice from Review of Decision Helpdesk web form
• The Review of Decision Helpdesk will advise if there is sufficient reason to start a Secretary initiated review of the ARO decision

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 ‘disputed’ keyword 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.

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

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.

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 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 Care - Review of Decision Rcvd’ Intray table.

Was the Centrelink review lodged on time?

• Yes, go to Step 6
• No, go to Step 7

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 parties records in both Centrelink and Child Support systems. For Cuba processing go to Step 9

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. 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.

Attempt to contact the applicant to establish if there are special circumstances that explain why there was delay in lodging their application for review

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 was 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.

Tell the customer their review decision will have effect from the date they lodged the review.

Go to Step 9.

• Issue a UQ51.03 - Objection to care percentage review - Applicant 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

Select the processing needed.

• 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 - Care Objection percentage decision - Applicant and UQ51.06 - Care Objection percentage decision - Respondent with assessment:
• MX0-2 if there are assessment changes
• MX0-1 if there are no changes
• 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

Because of data transfer system limitations, it is not possible to keep the original care decision and also give effect to the review decision 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.

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. 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 sides of reverse case 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:

• Applying Stage 1 registrations, see Table 7
• Applying manual periods/formula modification, see Table 8

Check Cuba and Customer First on the following day to:

• confirm care alignment
• action any ripple activities created

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

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 Amont from the Go dropdown menu to access the Periodic Amounts window

• 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.

• 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

From the Case window, select Formula Modification from the Go dropdown menu.

• 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 rates 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.