Integrated care – Complex care 277-03060050

Item

Example

1

The same as the care reflected in the assessment and that is actually occurring

Grant and Tina each have 50% care of their child Cody since 19 July 2025. The care is currently reflected as 50% to each party in the Child Support Assessment.

On 24 October 2025, Grant called to notify Child Support that they now have formalised care for Cody in a Court Order made on 18 September 2025. Grant advises that care has not changed and continues to be 50% to both parties.

As there has been no change to the actual care that is occurring, this is not a care change.

Record the written care arrangement in the Care window as follows:

• Type: Court Order
• Status: For Information
• From Date: 18 September 2025
• Notified: 24 October 2025
• Made on: 18 September 2025
• Care: 50% Grant, 50% Tina

Record the details 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).

2

Different to the care reflected in the assessment but there has been no actual care change

Denise and Ben have 1 child, Crystal, for whom a written care arrangement applies. A Parenting Plan was made on 23 February 2023 and reflects the care as 22% to Denise, 78% to Ben. This was not notified to Child Support and is not currently reflected in the Child Support Assessment.

On 19 October 2024, Denise notifies Child Support of a care change where the care is 50% to each party from 12 September 2024. Both parties agree this is the actual care occurring and the care change is accepted and reflected in the Child Support Assessment.

On 30 June 2025, Ben contacts Child Support to advise that they want the care to return to what is stated in the written care arrangement (22% Denise and 78% Ben) because they no longer agree to not following the written care arrangement. Ben confirms that care for Crystal is still happening at 50% to each party.

As there has been no change to the actual care that is occurring, this is not a care change. However, as Child Support has been made aware of the written care arrangement that applies, the arrangement should be recorded in the Care window as follows:

• Type: Parenting Plan
• Status: For Information
• From Date: 23 February 2023
• Notified: 30 June 2025
• Made on: 23 February 2023
• Care: 22% Denise, 78% Ben

Record the details on the customer’s Centrelink record using the appropriate Fast Note, see Table 1 > Step 2 on the Customer First tab in Notification and assessment of shared care arrangements for Family Tax Benefit (FTB).

3

Different to the care reflected in the assessment and there has been an actual care change

Chris and Dale have 1 child, Alvin, for whom a written care arrangement applies. A court order was made on 2 April 2025 and reflects the care as 14% to Chris and 86% to Dale. This was not notified to Child Support and is not currently reflected in the Child Support Assessment.

On 2 June 2025, Dale notifies Child Support of a care change where the care is now 40% to Chris and 60% to Dale from 12 May 2025. Both parties agree this is occurring and the care change is accepted and reflected in the Child Support Assessment.

On 27 August 2025, Dale contacts Child Support to advise they have 100% care of Alvin from 25 August 2025 and states they are preventing Chris from having care.

As there has been a change to the actual care that is occurring, this is considered a care change. The care change should be pended and contact made with Chris to discuss the details of the care change.

Item

Example

1

Court order – first care decision for child, reasonable action being taken

Jim and Keith have a court order made on 2 May 2021 providing them with 50% care each of their child, Fran. They had been following the court order since it started. Neither customer registers for a child support assessment or has applied for Centrelink payments at the time that the court order is made.

On 15 September 2024, Jim applies for a child support assessment for Fran. Jim advises Fran has been in their 100% care from 1 August 2024.

When Services Australia contacts Keith, Keith advises they:

• dispute the care change, and
• are negotiating directly with Jim to resume the court-ordered care

As no previous care percentage determination has been made before 29 March 2024, Services Australia makes a decision to apply an interim period in the assessment:

• applying for Centrelink purposes from 1 August 2024 , and
• applying for Child Support purposes from 15 September 2024, being the date of the application for assessment

The assessment recognises 50% care each for Jim and Keith for the interim period.

The interim period may last up to 26 weeks from 1 August 2024, depending on whether Jim takes reasonable action to participate in family dispute resolution.

2

Parenting plan – not first care decision for child, reasonable action being taken

Beverley advises that a court-registered parenting plan, made 2 years ago, is in place stating that the child is to spend alternate weeks with the parents. However, the child, Tim, aged 4, was supposed to have been returned on the weekend by the other parent Jim but was not.

Services Australia has a copy of the parenting plan as this was used to calculate the care percentage for their FTB rate. Beverley is seeking legal advice, so is regarded as taking reasonable action to have the parenting plan enforced.

Jim will not participate in approved Family Dispute Resolution, which means Jim is not taking ‘reasonable action’.

In this case, if the care changed

• before 29 March 2024 and there was an existing care determination in place before the change in care, an interim determination cannot be made for Child Support or Family Tax Benefit purposes, however, should be considered for Income Support Payment purposes
• on or after 29 March 2024, an interim determination may be made as Beverley, the reduced care carer, is taking reasonable action to have care in line with the written care arrangement

3

Court order – not first care decision for child, reasonable action being taken

Bill and Haley have a court order, made on 1 September 2018, providing them with 50% care each of their child, Lauren. Bill and Haley have had a child support case for Lauren since 15 February 2019. Bill and Haley have been following the care percentages as set by the court order.

On 31 March 2024, Haley refuses to return Lauren to Bill's care and contacts Services Australia to advise Lauren is in their 100% care.

When Services Australia contacts Bill, Bill agrees care has changed as described by Haley but disputes the change in care and is seeking legal advice about options to have the written care arrangement complied with.

As the change of care day was after 29 March 2024, an interim care determination can be made.

4

Parenting plan – not first care decision for child, no reasonable action being taken

Matthew has 70% care and Fran has 30% care of Alice, according to their parenting plan.

On 1 October 2024, Matthew moves house. Alice stays with Fran during the move while Matthew settles in. Whilst not agreeing with the deviation from the written care arrangement, Matthew does not take reasonable action to have care in accordance with the plan or to seek a new plan.

Matthew notifies Child Support of the change of address and of the change to care arrangements on 5 November. Matthew indicates an intent to return to the written care arrangement care level in the future but confirms that currently the arrangement is not being followed.

Child Support makes a decision based on actual care (100% to Fran with an effective date of 5 November and 0% to Matthew with an effective date of 1 October).

As Matthew agrees with the facts of the care change and is not taking reasonable action to reinstate care in accordance with the parenting plan, an interim care determination is not required.

5

Court order - agreement to deviation withdrawn, new actual care applies and reasonable action being taken

Tyler and Chris initially complied with the 50/50 court ordered care for John made on 01/02/2024.

They agreed to a change of care to 80% to Tyler and 20% to Chris from 01/06/2024 while Chris was moving house to a nearby suburb and settling into a new job.

Tyler contacts Child Support on 02/06/2024 to advise of the change in care arrangements. When contacted, Chris confirms they have 20% care and Tyler has 80% care of John from 01/06/2024.

On 01/08/2024, Chris advised Tyler they have settled into their new living/working arrangements and would like to return to the written care arrangement from 07/08/2024. Initially both parties negotiate about the best date to return to court ordered care arrangement, but on 21/08/2024 Tyler states that they will not agree to returning to that arrangement and have decided to keep John 100% of the time.

Chris contacts Services Australia on 22/08/2024 to advise Tyler is withholding care of John contrary to court orders from 21/08/2024.

As the court order has not ended or been replaced by a subsequent arrangement, and there has been an actual care change, a disputed care determination must be considered, despite the orders not being followed immediately before the reported care change.

It is likely that a disputed care decision is needed from 21/08/2024 when the actual care percentages changed from 80% to Tyler and 20% to Chris to 100% care to Tyler in contravention of the court order which has 50% care to each person.

6

Court order – not being followed directly before care change (no specific reason), action not reasonable in individual circumstances

On 1 January 2019, a court order was made which provided both Joe and Taylor 50% care of Sam. Neither parent notified Child Support of a care change and actual care for Sam of 70% for Taylor and 30% for Joe continues to apply in their assessment.

On 1 September 2024, Taylor refused to allow Sam to return to Joe’s care. Taylor contacted Child Support on 10 September 2024 to claim 100% care of Sam.

Joe and Taylor confirm they have never followed the court order.

Joe agrees that Taylor has 100% actual care of Sam from 1 September 2024. Joe advised attempts to speak to Taylor about Sam’s care as provided in the court order have failed due to their difficult relationship.

As Joe has stated communication directly with Taylor is difficult and the only action Joe is taking to regain care is ‘attempting to speak to Taylor’ child support cannot be satisfied the action taken by Joe is ‘reasonable.’ It is not appropriate to make an interim care determination.

This is because, considering the parties’ communication history and the extended period of not following the court order, Joe is not considered to be making a genuine attempt to take reasonable action in the circumstances of the case.

Taylor’s 100% actual care of Sam will apply from 1 September 2024.

7

Court order – not being followed directly before care change (no specific reason), action is reasonable in individual circumstances

On 1 January 2019, a court order was made which provided both Joe and Taylor 50% care of Sam. Neither parent notifies Child Support of a care change and actual care for Sam of 70% for Taylor and 30% for Joe continues to apply in their assessment.

On 1 September 2024, Taylor refused to allow Sam to return to Joe’s care. Taylor contacted Child Support on 10 September 2024 to claim 100% care of Sam.

Joe and Taylor confirm they have never followed the court order.

Joe agrees Taylor has 100% actual care of Sam from 1 September 2024 and advises of an appointment made for mediation about the care. Although their communication has sometimes been strained in the past, Joe has started speaking with Taylor about having care of Sam as provided by the court order.

As Joe is taking significant steps to have care of Sam in line with the court order, even though the order had not been followed for some time, Joe is considered to be making a genuine attempt to take reasonable action to have the court order complied with, and therefore an interim care determination should be considered.

Services Australia makes a decision to apply an interim period in the assessment from 1 September 2024. The assessment reflects 50% court ordered care each for Joe and Taylor for the interim period, with the actual 100% care to Taylor to take effect after that period.

The interim period may last up to 26 weeks from 1 September 2024, depending on whether Taylor takes reasonable action to participate in family dispute resolution.

8

Court order – not being followed directly before care change due to specific reason, action is reasonable in individual circumstances

Brian and Jane have a court order, made on 1 January 2019, providing each of them with 50% care of their child, Fiona. Initially, Brian and Jane followed the care percentages provided for in the court order.

On 1 April 2022 they agreed to deviate from the court order due to a change to Brian’s work pattern. They informed Services Australia, and a decision was made to reflect the actual care of 65% care to Jane and 35% care for Brian.

On 1 August 2024, Brian advised Jane their circumstances were more settled, and they requested a resumption of the 50/50 care arrangement.

On 1 September 2024, Jane refused to allow Fiona to return to Brian’s care. Jane contacted Child Support on 10 September 2024 to claim 100% care of Fiona.

When Services Australia contact Brian, they advise there is a court order in force and can provide evidence of attempts to negotiate the care with Jane. Brian believes this action is reasonable considering emails sent to Jane stating they intended to return to the care levels provided under the court order once their work pattern was more settled.

Services Australia makes a decision to apply an interim period in the assessment from 1 September 2024. The assessment reflects 50% care each for Brian and Jane. This is because, in circumstances where the deviation from the court ordered care had been agreed and was due to a particular reason that had now been resolved. Brian negotiating with Jane to return to the court ordered care is considered to be making a genuine attempt to have the court ordered care complied with. Therefore, in the circumstances of the case, Brian is considered to be taking reasonable action.

The interim period may last up to 26 weeks from 1 September 2024, depending on whether Jane takes reasonable action to participate in family dispute resolution.

Actual care will apply after the interim period has ended.

Item

Example

1

Creating an interim period when written arrangement was initially followed

Alex notifies change in care for claimed for child on 1/06/2024.

Parenting orders with 50/50 care each to Todd and Alex were made on 1/02/2022 and were being followed.

From 15/05/2024 Alex is withholding care as the child is refusing to go to Todd’s place, however, it has been determined that no special circumstances apply.

Todd is seeking recovery action.

An interim care decision is made from 15/5/2024.

• Record care as per the parenting orders from 1/02/2022
  • DOE: 1/02/2022
  • DON: 1/06/2024
  • Care percentage: 50/50
• Record the interim period from 15/5/2024 (refer to Table 3 > Step 4 on the Process page)
• Check and save eligibility if result is as expected
• Escalate to your PSM if result is not as expected

2

Creating an interim period when care is withheld from the start date of the care arrangement

Parenting orders apply from 1/06/2024- 50/50 care to Tyler and Chris. Immediately prior to the orders being made, the care that is actually occurring is 80% to Tyler and 20% to Chris.

Care was withheld from 1/06/2024, resulting in actual care of 100% to Tyler.

Chris is taking reasonable action to have care as per the parenting orders.

As there was an actual care change on the 01/06/2024, and the actual care differed to that set by the written care arrangement, a decision is made to apply an interim period from 1/06/2024.

The new parenting orders also need to be recorded from 1/06/2024.

Cuba will not accept 2 care records with the same DOE, the following workaround is to be applied

• Record the parenting orders from the day before the parenting order start date, 31/05/2024 (previous care record will end on 30/05/2024)
• Record the interim decision from 1/06/2024 (refer to Table 3 > Step 4 on the Process page)
• Save, don’t run eligibility
• Change the end date of the previous record to 31/05/2024
• Check and save eligibility if result is as expected
• Escalate to Complex care PSM if result is not as expected

Now the previous care will apply to 31/05/2024 and the interim period as per the new parenting orders will apply from 1/06/2024.

Item

Example

1

Date of Effect of interim care decisions

A parenting plan (40 weeks old) is applying in the assessment.

Care as per the arrangement is 100% to Josephine.

Care is withheld by Joseph from 01/04/2024, change in care is notified on 1/06/2024.

Josephine is negotiating with Joseph to have care return to the written care arrangement level. Joseph, the carer with increased care, is not participating in an accredited Family Dispute Resolution process.

An interim care decision is made. Maximum Interim Period will apply.

This means the interim period will apply for 14 weeks from 01/04/2024 to 07/07/2024 - 100% care to Josephine as per the care arrangement.

Actual care will apply from 08/07/2024 – 100% care to Joseph

Item

Example

1

When roles reverse after an interim care period ends in the future

An interim care decision is made on 1 July 2024.

The decision is to apply an interim period for 26 weeks from 1 April 2024 to 6 October 2024.

When the interim period ends on 6 October 2024, the roles will reverse, and a reverse case should start from 7 October 2024.

Cuba will not automatically create a reverse case with a future start date.

Service Officers will:

• Manually create an Interim Care Review intray on one customer only
• Change the Effective Date of the intray to the date 7 October 2024
• 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.

After 7 October 2024, the Interim Care Review intray allocates to a Complex Care Service Officer who will :

• manually create a reverse case number
• ensure the Child Support Periods are aligned
• confirm and apply the collection status is as per the customer’s election
• check eligibility and (if correct) save