New Zealand 'In' case management - Registrations between NZIR and Child Support – Receiving and Registering case 277-08180020

An International CO/101/AGR rcvd intray is created when Inland Revenue, New Zealand (NZIR) send information via the 'weekly exchange' requesting a case be registered where the payee is (or was) a resident of New Zealand (NZ) and the payer is a resident of Australia. See New Zealand Case Management - Exchange of Information - NZIR to Child Support - Weekly required tasks.

When the International CO/101/AGR rcvd intray is received, open the relevant macro document in the folder titled Reg Rec'd BAU (or NZF). The team leader will email the link to the Service Officer each week. Notes in this intray will advise if the registration is 'business as usual' or NZ Funded and the date the information was received from NZ.

Note: the macro Word document is created by an Operations Support Business Analyst using data provided by NZIR in the 'weekly exchange'. The Service Officer can copy and paste the registration information from this Word document into Cuba as they register the case.

The macro document is created by Operations Support Business Analyst by running a macro over the excel data provided by NZIR which converts it into a Word document so it's easier to read. The macro Word document provides details provided by NZIR about the New Zealand (NZ) 'In' case to be registered as part of this process.

Use the information provided on the macro Word document to record the case details using the instructions below.

Locate the payer record on Cuba using the Child Support Reference Number (CSRN) provided on the macro document, see the Find customer record table of Customer records Cuba process Help.

Note: NZIR must request pre-transmittal tracing before requesting a case be registered. If the tracing response was sent to NZIR more than 6 months ago the case cannot be registered. Advise NZIR that the registration cannot proceed and request a new pre-transmittal on the Daily Exchange, 'Cases unable to register' tab. Document this in the customer detail notepad.

Undertake customer location activities, including Department of Home Affairs searches. Consider obtaining the arrival passenger card if not already obtained.

See Customer location (Tracing).

Keep a record of the payer's CSRN to assist later with the case registration process.

Where NZIR request an existing NZ 'In' case be restarted or send an amended certificate providing new information and the payer is identical, the existing payee record must be updated, do not create a duplicate or new payee record.

If a case has not previously been registered create a new customer record (even if a record for the customer already exists) using the following details in the client details window:

• Title: leave this blank
• Family Name: NZ Payee's family name
• First Name: Payee's first name
• Other Given Name: Leave blank
• Date of Birth: Leave blank

Complete the following details in the address fields:

• Address Line 1: 'NZ In Case'
• Address Line 2: Leave blank
• Suburb: 'Do not touch'
• Country: 'New Zealand'

Where NZIR advise of multiple payees/carers create 1 record with the details of all payees/carers by completing the following details in the client details window:

• type 1 payee's entire name in the Family field. The first name must start with NZ and names must be hyphenated, for example, NZJane-Smith
• type the second payee's entire name in the First field. Names must be hyphenated, for example, Mary-Williams, and
• if there is a third payee, put their entire name in the Other Given field. Names must be hyphenated, for example, John-Taylor

Update the payee's residency information to New Zealand in the Client Residency window, see the Record decision table in Residency Cuba Process Help:

• enter the date of registration ('spreadsheet date' from the macro document) in Start Date
• select the stop mail indicator button to prevent letters issuing to 'DO NOT TOUCH' address
• document notepad with the Subject 'NZ 'In' case'. Enter 'NZ 'In' case' in the notepad field
• keep a record of the payee's CSRN to assist later with the case registration process

If NZIR request that an NZ 'In' case be amended or restarted and the customers are identical do not create a duplicate record for the child/ren. Instead, update the child/ren's record, see the Update individual customer details table in Customer records Cuba Process Help.

If a case has not previously been registered create a new record for each of the children of the case (claimed for or not claimed for), see the Add a child to a case in Cuba table in Assessments Cuba Process Help. If they already exist in Cuba and are active in an Australian assessment do not use their existing CSRN, create a duplicate record for each of the children.

When creating/updating the child record, the following details must be entered:

• Family Name: NZ child's family name (use payer's surname if not provided)
• First Name: Child's first name
• Other Given Name: Leave blank
• Date of Birth:

If child is over 18 years of age, go to Step 7, otherwise complete the following details in the address fields:

• Address Line 1: 'NZ In Case'
• Address Line 2: Leave blank
• Suburb: 'Do not touch'
• Country: 'New Zealand'

Keep a record of the child/ren's CSRNs to assist later with the case registration process.

If the case is an arrears only case and/or all the children of the case are over 18 years of age, go to Step 7.

In all other instances, see Step 1 in the Table 2.

Create the child record, see the Add a child to a case in Cuba table in Assessments Cuba Process Help. If the youngest child is over 18 years of age, increase their year of birth by 10 years so that Cuba will recognise them as being under 18 years of age on the day of registration. This is so Cuba will recognise an eligible child and the case can be registered. The Service Officer may have to increase the child's year of birth by 20 years in some cases. Always use increments of 10 years so Cuba will recognise the child as eligible.

Note: do not adjust the child's date of birth if they are under 18 years of age at the time of registration.

If there is a previous case with discharged arrears there may need to be a small increase in the child’s age. This is to make sure that there is no impact on the previous discharged amounts. If required contact a Service Support Officer (SSO) for assistance in making a decision. See Technical support in Child Support.

Keep a record of the child/ren's CSRNs to assist later with the case registration process.

Determine whether there is an existing NZ ‘In’ case.

If the application from NZIR is for an existing NZ 'In' case update the case details, see the Record a new application for assessment by the applicant in Cuba table of Assessments Cuba Process Help.

If the application from NZIR is for a new NZ 'In' case check the payer residency screen. Check that NZIR received Pre-Transmittal information within the last six months. If not do not register the case. Advise NZIR the registration of the case will not occur until a pre-transmittal tracing request is received and actioned. This is completed via the Daily Hookup spreadsheet 'other' tab. Document this in the customer details screen. To register a new NZ ‘In’ case create a new registration record in the Case/Registration window. Use the information provided in the macro document to update/create a registration record:

• select International Assessment as the registration type
• enter the Lodgement Date, Starts on and Mailroom Date as the spreadsheet received date (as shown on the macro document)
• leave the Ends on date blank
• if the assessment is for spousal maintenance, select:
• application type Interl CO/AGR, and
• either Spousal/s143 Maintenance or Spousal and Child radio button, as advised by NZIR. The payee's details will automatically populate the Children of this relationship/Spouse field. Do not enter an end date
• select child role as Claimed For
• if the assessment is for arrears only select child role as Claimed For for the youngest child and Not Claimed For for all other children in the Child Details dialogue box. Go to Step 7 for details
• record a relationship for each parent in the Relationship window. For each child, select proof of parentage as NZ CSA. Select type of relationship as Never Lived Together. Do not enter relationship details for spousal maintenance cases, and
• using the spreadsheet date record the care that each parent/carer has for each claimed for child in the Care Arrangements window. Enter payee number of nights as 365. Do not run eligibility. Note: do not add care details for spousal maintenance cases

If making adjustments to the date of birth of the children, document in the Case window. Use the following template:

NZ IN Registration - All children of the case are over 18 years of age

This is a New Zealand In registration where Child Support are registering arrears only and no ongoing liability, there are no eligible children. Cuba does not allow registration of a case where there are no eligible children. In order to register this assessment at least 1 child must be under 18 years of age at the time of registration. As a work around, it is necessary to add 10 years on to the date of birth of the youngest child of the case so that Cuba will allow the case to be registered.

Document the following in the case notepad:

I have adjusted the date of birth for the following child.

Child's Name:{Add child's full name here}

Child's actual date of birth:{Enter child's actual date of birth}

Adjusted date of birth: {Enter the child's adjusted date of birth}

See Documenting Child Support information.

Do not run eligibility yet.

Check Cuba records to determine if the payer has:

• a case registered in Australia and New Zealand for the same claimed for children and the period overlaps, go to Step 3
• other cases registered for different children and the period overlaps, go to Step 5, and
• an existing NZ 'In' case, go to Step 6

Check if a case was registered for the same claimed for children in Australia and New Zealand at any time from 1 July 2000 onwards.

Using the start and end dates of the New Zealand liable periods from the macro document, compare all liable periods in the Australian assessment/s for overlapping periods.

Disregard overlapping periods prior to 1 July 2000 as the Australia-New Zealand Agreement was not yet in force the 'dual liability' can continue up to 30 June 2000.

From 1 July 2000, the country in which the payee is habitually resident has jurisdiction. For more information, see Residency decisions for Child Support customers and the Child Support Guide 1.6.4: Habitual residency under the Australia-New Zealand Agreement.

Note: eligibility must be run before proceeding to make sure the Australian assessment is correct.

If there are no overlapping periods after 1 July 2000. Go to Step 5.

If there are overlapping periods after 1 July 2000, a 'dual liability' exists and 1 of the cases will need to be updated. Go to Step 4.

Investigate which case will need to be updated by completing the following:

• check the start dates of each case
• check the Residency Details and Customer Profile windows for any residency information from NZIR or previous residency decisions
• check which country they were habitually resident of during the overlapping period
• check when the payee left/arrived in Australia (to assist with determining habitual residency), and
• check the Client Benefits window for Centrelink records that show the payee being eligible for benefits in Australia

If the country with jurisdiction cannot be established contact the payee in the Australian assessment case, see Contact with Child Support customers to:

• determine residency. Tell the payee of each overlapping period. Discuss with the payee which country they consider themselves to be a resident of during each overlapping period, and
• discuss potential implications with Child Support and Centrelink such as periods where no case is registered or receiving an overpayment from Centrelink

If it is necessary, end the Australian case in accordance with the Australia and New Zealand Agreement:

• determine the effect this may have, as any resulting overpay will need to be managed, see Overpayments and payee debt
• consider whether Centrelink needs to be informed as an overpayment of Family Tax Benefit (FTB) may occur, see Centrelink - Child Support information exchange, and
• contact the customers to inform them that the Australian case may end and why. Ask if they have any further information which will effect a decision

Any retrospective decision that will change an existing formula modification must be compliant with Correcting errors on Child Support cases.

If it is necessary to adjust the New Zealand case, contact NZIR to request this adjustment via the 'Article 5/7' tab on the daily exchange. See New Zealand Case Management - Summary of Exchange of Information from Child Support to NZIR.

Note: when processing an article 5 or 7 end, review the formula modifications on all associated Australian assessments to make sure the assessments reflect the NZ cases appropriately.

If you require help to make a decision, Contact a Service Support Officer (SSO), see Technical support in Child Support.

Determine if the payer has other cases registered (for different children):

• in Australia, check the Case/Registration window, and
• in New Zealand, check the macro document

If the payer does not have another assessment in either country, go to Step 7.

If the payer has an assessment in either country a formula modification may be required.

Note: eligibility must be run before proceeding to make sure the Australian assessment is correct. Identify the overlapping liable periods. Check the start dates supplied by NZIR on the macro document and check the Child Support Periods window for any periods that overlap.

From the start date of the liability of the New Zealand 'In' case being registered as part of this process, which is the date the registration is loaded, Cuba will automatically include the correct number of liable children in the payer's multi-case allowance. Therefore the period identified as requiring the formula modification will be the overlapping liable periods in both countries to the day before the NZ 'In' case is registered as part of this process.

Post 1 July 2008, every child registered as a liable child in either country must be taken into account for the relevant parent for the period identified on the:

• associated Australian assessment. The total number of children the payer is liable to pay child support for in any Australian and New Zealand assessment must be worked out after the registration of the New Zealand 'In' case as part of this process, see Table 3, and
• New Zealand assessment. Notify NZIR of additional liable children in the payer's Australian assessments by updating the 'Other' tab on the 'NZ Daily Exchange' spreadsheet. For more information see New Zealand Case Management - Exchange of Information from NZIR to Child Support Daily required tasks

Check the payee's Customer Details window to see if their name and date of birth match the information provided from NZIR on the macro document.

If the payee and child details are the same in Cuba as on the macro document, see the Create or update a case registration table in New Zealand 'In' Case Management - Registrations between NZIR and Child Support.

If the payee and/or child details are not the same in Cuba as on the macro document, see also:

• Step 4 in Table 1
• Step 5 in Table 1

An arrears only case is where there is no ongoing liability and the end date of liability (EDOL) for all children is a past date, but a debt is still owed. An arrears only case is registered for 1 day only to create a liability for the arrears outstanding. These cases are identified on the macro document when no ongoing amount is provided.

Record a care arrangement for the youngest child. Do not record a care arrangement for any ‘not claimed for’ children. See the Add a new care record table in Care Cuba Process Help:

• record the payee number of nights of care as 365, and
• enter the 'from date' as the spreadsheet date and leave the 'to date' blank

Do not run eligibility yet.

Note: as this case is arrears only this care does not need to reflect the arrangements made by the parents.

Use the information provided in the macro document to register the liability, arrears and/or make any adjustments using the following instructions. Use the amounts provided in $AUD.

Note: if there is a NEW ZEALAND AMENDED CERT REQST intray on the NZ IN paying parent record, complete the registration using the more current amounts provided in the amended certificate. Go to Step 9

Register liability

Go to the Additional Registration Information screen

• Select the Periodic Amounts radio button and the Special Entitlements select box
• Select save
• Enter the monthly ongoing amount in the Periodic Amounts window for each child with the assistance of the following, see the Add a clause table in Agreements Cuba Process Help:
• enter the start date of liability in From Date using the date the application is received (the spreadsheet date on the macro document)
• enter the To Date as the child's End Date of Liability (EDOL). Note: for spousal maintenance cases, enter the date as 31/12/4000
• enter the monthly amount in Amount, if there is more than 1 eligible child, divide the monthly amount of child support by the number of current children. Record the higher amount for the youngest child (for example, monthly liability is $100.51 for 2 children, $50.26 for the older child $50.25 for the younger child), and
• for arrears only cases, select the 1 child keyed as Claimed For, record the spreadsheet date as the From Date and the To Date and enter 0 per month.

Arrears and adjustments

For cases with monthly ongoing amount, the word macro document calculates the amount of arrears to be added.

• Enter the resulting balance in the Periodic Amounts window with the assistance of the following, see Agreements Cuba Process Help, Clauses:
• select the special entitlement record
• enter the Certificate/spreadsheet date in From Date
• enter the Certificate/spreadsheet date in To Date
• enter the 'Core Arrears (as per calculator)' from the word macro document in Amount, and
• select the frequency as One Off Payment
• Document the Incoming NZ case calculator information from the word macro document into the Periodic Amounts window notepad

If the payer has another case, see Step 1 in Table 3.

If the payer does not have another case, go to Step 10.

Use the information provided in the macro document to register the liability but use the actual amounts as provided on the amended certificate. Use the amounts provided in $AUD.

Register liability, arrears and adjustments using amended certificate amounts

If the NZ IN registration process has commenced, but not yet finalised, update CUBA through the actions outlined below:

• Use the claimed for children/relationship details provided in the macro document to register the liability but use the actual amounts as provided on the amended certificate. Use the AUD$ amounts only
• Check for the relationship and children details supplied on the initial registration and on the subsequent Amended Certificate. The case may have since ended (in part or in full), or if a nil ongoing amount has been supplied, this may be due to an estimate (check for the estimate indicator)
• If there are no case details supplied on the subsequent Amended Certificate, it may be that there have been no changes relating to the liable children
• If any case details need to be clarified with NZ IRCS, then place your request details on the NZ Daily Exchange (Miscellaneous Tab) which is located in the G drive for Hobart- 188 Collins > Int > NZ > NZ Daily Exchange (sheet 1 or 2)

Note: the new arrears amount can only be determined, once the Amended Certificate data is input into the Incoming NZ case calculator.

Updating the children record/s:

• Go to the Additional Registration Information screen
• Select Go
• Select Periodic Amounts
• Highlight the claimed for child recorded and select Update
• Change the amount already input to nil
• In the To Date box change this to yesterday’s date (for example, if you are making changes on 19/01/2023 the To Date would be 18/01/2023)
• Adjustment Reason: ADDITIONAL INFO
• If the case remains ongoing select the claimed for child which remains active in New Zealand and select Add
• The From Date is the today’s date (day of processing) and the To Date is as per the most recent NZ IR case data (this may be either on the initial NZ IN registration document or on the Amended Certificate)
• The To Date will be a future dated end as supplied by NZ IR for each child
• Key the monthly amount in Amount field as provided on the amended certificate. Note: if there is more than 1 eligible child divide the monthly amount by the number of current children
• If there is more than one active child, repeat this process will need to for each child. *Remember to make sure that the To Date must reflect each individual childs’ future end date
• If the case is now arrears only, no further periodic amount needs to be applied on CUBA from today’s date

Arrears and adjustments

To update the arrears amount, calculate the adjustment of arrears using the 'New Incoming Cases' tab on the Incoming NZ case calculator. Use the amended certificate dates and amounts.

• Reflect the updated arrears amount in the Periodic Amounts field
• Select the special entitlement record already reflected on CUBA
• Update the already input $$ amount with the 'new arrears balance' from the NZ Calculator In Amount, and
• The frequency remains as One Off Payment
• Adjustment Reason: ADDITIONAL INFO

If the NZ IN registration process has yet to commence on CUBA

• Record the registration date on CUBA as of the today’s date (day of processing)
• Apply the periodic amounts as per the Amended Certificate data (dividing between children and applying the EDOL information as is appropriate for each child
• Record the new arrears amount using the 'New Incoming Cases' tab on the Incoming NZ case calculator

Use the amended certificate dates and amounts to calculate this.

Note: In the notepad, clearly reflect the spreadsheet dates for both the NZ IN registration and the Amended Certificate and what information has been used to finalise the Registration. This information may be required at a later date.

Document the information from the NZ Calculator in the Periodic Amounts window notepad.

Recording registration information

Record all registration information in the payer's Communication window as follows:

• Date: use spreadsheet date
• Type: Electronic In
• Reason: International
• With: NZIRD
• Category: Ref Recd
• Issue: Ref Recd
• Subject: ‘NZ In’ Reg Details
• Text: record the NZ ‘In’ registration information from the macro

See Documentation Cuba Process Help.

If the payer has another case, see Step 1 in Table 3.

Before contacting the other party, a pre-call alert SMS must be sent to maximise contact by phone.

Make 1 phone contact attempt to the payer on all available numbers. See Contact with Child Support customers.

Discuss the following with the payer:

• obtain information required to determine residency using the Residency decision macro. Go to Step 13 for more information
• confirm they are aware of the application
• provide an estimated breakdown of the liabilities and/or debt amount based on information in the spreadsheet macro document
• explain the liabilities and/or debt may be payable to NZIR
• explain payment methods and collection options. See Debt Repayment
• inform them the role of the department is to collect the child support payments and where necessary enforce collection
• explain that NZIR administer the case so if their circumstances change they need to contact NZIR on 1800 504 042 (free call from Australia unless calling from a mobile) or visit the NZIR website

Was contact with the payer successful?

• Yes, go to Step 12
• No, go to Step 11

Document attempts to contact the payer in the Communication window.

• Case: select case number of international assessment
• Type: Phone OUT
• With: Client
• Reason: Provide information
• Category: Registration
• Issue: Registration
• Subject: Contact attempted NZ in pre-reg
• Document details of the contact attempt in the notepad

If the first attempted contact is unsuccessful and the payers address is confirmed, issue a UQ43.02 Request to register New Zealand Child Support Assessment. Record the due date 21 days from the date of issue.

Allow the customer time to respond. See Standard response times.

Additional contact attempts

Staff must make 2 more attempts if the customer falls into one of the higher support categories listed below:

• Family and domestic violence
• Culturally and Linguistically Diverse
• Indigenous
• Remote
• Either customer is being managed by Personalised Services or the Parent Support Team

For all other cases, consider making more attempts where:

• more details are needed to progress the application, or
• information provided needs to be confirmed

This is to make sure the other party has an opportunity to respond.

If contact attempts have been unsuccessful and no response to the letter has been received after 21 days of the date of issue, go to Step 13

Document contact with the payer in the Communication window

• Case: select case number of international assessment
• Type: Phone OUT
• With: Client
• Reason: Provide information
• Category: Registration
• Issue: Registration
• Subject: NZ in pre-registration
• document details of the discussion in the notepad

An Australian residency decision is pended at the pre-transmittal stage. This is not an actual residency decision. A full Residency decision must be completed before registering the case, preferably while the payer is on the phone.

If the payer is not a resident of Australia the case will be refused as neither party is a resident of Australia.

Document the reasons for making the case ineligible in the case screen notepad and advise NZIR of the decision including the reason for the decision on the Daily Exchange spreadsheet, 'cases unable to be registered' tab.

If the payer's residency has changed, this is the end of the process.

If the payer is a resident of Australia, continue with registration process.

Do not run eligibility.

See New Zealand ‘In’ case management – Registrations between Inland Revenue, NZ and Child Support – Finalise and contact customer.

A formula modification is required on the payer's other cases if they have periods of liability prior to the date of registration of the NZ 'In' case (that was registered as part of this process). This is so the correct number of liable children are taken into account in the Australian assessments.

Check the Care Arrangements window to determine if the parents/carers have divided care of the children that is, 1 parent/carer has care of 1 or more children of the relationship and the other parent/carer has care of different children of the same relationship. This must be considered when calculating the adjusted child support percentage or multi-case allowance to be applied.

If:

• the period identified commences before 1 July 2008, go to Step 2
• the period identified commences from 1 July 2008, go to Step 3
• no periods exist prior to the current NZ 'In' registration date, see New Zealand 'In' case management - Registrations between Inland Revenue, NZ and Child Support - Finalise and Contact Customer

If liabilities exist for periods between 1 July 2000 and 1 July 2008, the total number of children the payer is liable to pay child support for in any Australian and New Zealand assessment must be worked out and the Australian assessment adjusted so that the correct number of liable children is reflected.

Calculate the payer's child support percentage based on the total number of children they are liable for, see Basic values. For example, if the payer is liable for 2 children in New Zealand and 1 child in Australia they are liable for a total of 3 children and the child support percentage will be 10.65%.

To add the child support percentage in the Formula Modification window, see Add, update or delete formula modifications table in Agreements Cuba process help:

• enter the start date of the liable periods of the NZ case in the From Date, and
• enter the date the day before the registration date of the NZ 'In' case (registered as part of this process) in End Date

Note: the formula modification cannot be recorded if the Australian liability is based on a Court Order, change of assessment periods or Child Support agreements where the ongoing rate has been set.

If liabilities exist for periods 1 July 2008 onwards, go to Step 3.

If all liabilities end by 1 July 2008, go to Step 4.

If liabilities exist for periods commencing on or after 1 July 2008, the total number of children the payer is liable to pay child support for in any Australian and New Zealand assessment must be worked out and the Australian assessment adjusted so that the correct number of liable children is reflected.

Determine which age group the payer's liable children fall into for the NZ 'In' case. For example, a NZ 'In' case has 2 eligible children, Timmy is 9 years of age (12 years and under) and Jimmy is 15 years of age (13 years and over). Two formula modification records are added for each Australian case based on the parent's role.

Note: if the child is under 13 years of age 2 separate periods may be required, 1 up until 13 years of age and the other from 13 years of age until the end date.

For each child of the NZ 'In' case, add a formula modification for the associated Australian cases in the Formula Modification window, with the assistance of the following:

• enter the date the associated Australian liability and NZ 'In' case crossed over in From Date
• enter the end date the associated Australian liability crossed over with the NZ 'In' case, or the date prior to the registration date of the NZ 'In' case (registered as part of this process, whichever comes first) in End Date
• enter the number of children in this date range that the parent is liable for in the NZ 'In' case in Set To, and
• enter the multi-case allowance by selecting Payer - other overseas liable case and record the number of New Zealand cases in Set To

If Cuba is automatically applying a formula modification and it is not applying correctly, or generating an overpayment, contact a SSO. See Technical support in Child Support.

Document in the Case window notepad, see Documenting Child Support information:

• the reasons why the manual formula modification has been added
• the details of the calculations, and
• the reasons for the decisions

Do not run and save eligibility at this stage.

See New Zealand 'In' case management - Registrations between Inland Revenue, NZ and Child Support - Finalise and contact customer.