International Disbursements - stale and unpresented cheques 277-08150000

Once a month an Excel report is received from the Reserve Bank of Australia (RBA) with a list of all unpresented cheques.

As per the previous formatted report update the report Headers with:

• CSID
• Country
• Completed (Yes, No or In Progress)
• Cheque Status
• Follow up due date
• Service Officer Comments
• Service Officer

Using all available resources such as the monthly payment report from International Payments RBA that contains cheque numbers, issue dates, FX amounts and Payment Reference numbers etc., for example OverSeas Disb Upload Aug 19, as well as the Disbursement History Database match the cheque number with the correct customer.

Update the report with the customer’s:

• CSID
• Country

For all customers who were on the last report, and who are also on the current report, copy across relevant notes and status, for example use a VLOOKUP.

Ensure cells have drop down options as per the previous report.

Sort the report by Child Support Identifier (CSID) to group customers with multiple unpresented cheques.

Save the formatted report to:

G:\Int\DHS_International_Child_Support\Central_Authority_Team\Disbursements\Unpresented Cheques\2019 and name sequentially, for example 8. Unpresented cheques August 2019.

Some cheques on the report will have been presented since the report was generated.

• Use the most recent Cheque Status Report emailed from the RBA
• Ensure the cheque remains unpresented before completing any work
• Process each customer and unpresented cheque on a case by case basis, considering all the information available including:
• address information held on the Master Address Register and Cuba
• customer contact
• correspondence from Central Authorities
• researching other cheques issued and if they have been presented

Consider all information available and decide if a replacement cheque can be issued or if the cheque needs to be stopped.

If Service Officers are not confident that reissuing a new cheque will successfully reach the customer, request the cheque be stopped and the funds placed to excess cash.

If the cheque is stopped the funds will be returned to the payee’s account as excess cash to be disbursed at a later date when details become available.

If the customer address is valid, issue a letter to the customer advising that their cheque has become stale, and funds have been returned to their account. Request contact in order to issue again.

If appropriate stop future disbursements until the customer contacts Child Support. Document why disbursements have been ceased.

Once processed:

• document the action taken
• update the report with relevant information and progress status of the unpresented cheque. See Documenting Child Support information in Cuba.

Add a note in the Communication window advising Service Officers to email International Disbursements Team if future customer contact is successful.

On receipt of email:

• disburse excess cash funds from stopped cheque/s
• remove the stop on future disbursements
• update the Master Address Register if required

Some currencies have a very short timeframe before going stale, for example:

• CHF 20 days
• EUR 20 days (Austria, Belgium, France, Germany, Italy and Spain)

Unless there has been contact with the customer advising a new cheque will be deposited immediately, the cheque should be stopped and refunded to excess funds on their account.

Document the reason for stop and refund.

Issue a letter to the customer advising that their cheque has become stale and funds have been returned to their account. Request contact in order to issue again.

Stop future disbursements until the customer responds to letter issued.

If not confident that a new cheque will successfully reach the customer, request the cheque be stopped and the funds placed to excess cash.

If appropriate, stop future disbursements until the customer can be located. See TRIP Cuba Process Help.

Add a document in the Communication window advising Service Officers to email International Disbursement Team if future customer contact is successful. Where the currency is one that has a short timeframe before going stale (see below) add this information to the document for advice for Service Officers and customers.

On receipt of email, disburse excess cash funds from stopped cheques and remove the stop on future disbursements. Update the Master Address Register if required.

See Letters for Child Support customers.

The name on the cheque and the currency must be the same for a cheque to be stopped and reissued. If a customer has changed names or requires a new cheque in a different currency, the cheque must be stopped and the funds returned to excess cash, then a new cheque issued.