Guidelines prior to referring Child Support customers for debt enforcement 277-04220010

Debt enforcement is a collection tool. Certain criteria must be met to ensure cases subjected to debt enforcement action are appropriate. The following steps are a basic guide to help Service Officers identify the readiness and suitability of their cases for a potential Debt Enforcement referral.

Note: the information contained in this section is contextual in nature and not intended to replace the referral process outlined in Item 3.

Prior to referral ensure the following is actioned, in line with the Customer Management Approach (CMA):

• complete Minimum Collection Activity wherever possible
• finalise all common issues wherever possible, and
• finalise outstanding intrays

See Customer Management Approach (CMA) process.

See Customer referral guidelines for Child Support staff for more information on Debt Enforcement referrals.

Debt Enforcement Service Officers can be either SO3, 4 or 5.

The Debt Enforcement SO3/4 is responsible for providing administrative support to the debt enforcement activities of Child Support.

Debt Enforcement SO5s conduct an initial review of the referral. Debt Enforcement SO5 identify, prepare and progress cases for legal enforcement of the child support debt.

It is important to note that the Debt Enforcement program is fundamentally driven by case referrals.

The Debt Enforcement referral process is designed to actively encourage referrals. Feedback to the referring Service Officer increases staff capability to identify suitable debt enforcement cases and guides Service Officers in making referrals to alternative business areas which may be better placed to achieve an outcome. See Customer referral guidelines for Child Support staff.

Service Officers are encouraged to discuss potential cases with Debt Enforcement Gateway Officers and/or Team Leaders. To begin this discussion send an email with ‘Gateway Officer’ in the subject line to the Debt Enforcement Gateway.