Application for assessment - non-parent carer 277-19061114

If a non-parent carer applies for child support they must:

• apply against both parents unless:
• one parent is deceased. Child support does not require evidence confirming the parent’s death, unless there is information to the contrary
• one parent is a resident of a non-reciprocating jurisdiction, or
• Child Support is satisfied that there are special circumstances
• have at least 35% care of the claimed for child
• not be living with either parent as the partner of that person, on a genuine domestic basis, whether or not legally married
• not be jointly caring for the child with one of the parents. For example living in the same household as one of the parents
• be seeking payment from a person who is a parent of the child and resident in Australia, or a reciprocating jurisdiction on the day of application

Note: where the child is under the care of a person under a child welfare law, the application can only be made by an eligible non-parent carer who is a relative of the child (definition of relative S7 CSAA & s4, Family Law Act 1975 (FLA)). In some states and territories, children cared for under a child welfare law are not eligible for an assessment even if the non-parent carer is a relative (regulation 6). See References for links to the Child Support Guide 2.1.1 Applications for assessment and 2.1.2: Eligible child.

The parents of a child do not need to be separated for a non-parent carer to be an eligible carer. E.g., a grandparent may be an eligible carer even though the parents are still together.

The terminology used by Aboriginal and Torres Strait Islander peoples to describe a kinship relationship may not be the same as the terminology used when describing a relative as defined for the purposes of child support legislation.

Consider if the child is a dependent of the non-parent carer. Is the child financially independent? See References for a link to the Child Support Guide 2.2.1 Basics of care.

When recording the application:

• Only the children in the non-parents care are assessed children. If the parents are separated, record any children in the parents care in a separate Cuba case. If the parents do not have a case for other children of the relationship, determine if the children in their care should be recorded as relevant dependants
• The relevant dependants of non-parent carers do not need to be recorded because they do not impact the assessment

If a parent or legal guardian does not consent to the person providing care, the person is not an eligible carer, unless it would be unreasonable for a parent or legal guardian to provide or share the care. For more information on:

• parent or legal guardian does not consent, go to Step 2
• unreasonable for the parent or legal guardian to provide or share the care, go to Step 3

Staff do not need to ask the parents if they consent to care. If either parent does not consent to the child living with the non-parent carer, ask them if they can care for the child themselves.

If the parent is:

• not able to care for the child, for example they are in prison or their work prevents them, then:
• there is no need to investigate further
• the non-parent carer is eligible to receive child support
• able to care for the child:
• determine if it is unreasonable for the child to live with the parent
• go to Step 3

To determine if it is reasonable for the child to live with the parent, discuss the situation with the parents and the non-parent carer:

• If the court has ordered the child live with the non-parent carer:
• there is no need to investigate further
• they are an eligible carer
• If the child can live with the parent, and there is nothing to indicate there are any concerns with this:
• the applicant is not an eligible carer
• staff must refuse their application (against both parents). Go to Application for assessment - record a decision and finalise

If there is anything to indicate it is unreasonable, determine if there is:

• extreme family breakdown. This includes if:
• the child never lived with the parent, or has not lived with the parent for a significant period of time, and
• there has been no frequent or regular contact for a substantial period of time
• Serious risk to the child’s physical or mental wellbeing from:
• family and domestic violence, or
• sexual abuse in the home of the parent or legal guardian

In these cases staff may want to request a social worker assessment. Go to Step 4.

Social workers in Centrelink help to determine if it is unreasonable for a parent to provide care for a child.

Staff should not request an assessment until:

• all investigative action has been finalised, and
• the parties have had time to provide any documents. For example, court orders

Before seeking an assessment:

• Contact a Service Support Officer (SSO) to check the assessment is needed
• SSOs can seek PSM advice if needed

Staff must also tell all parties that the social worker will:

• Provide a professional recommendation about whether the child/ren can reasonably live with a parent or legal guardian
• Complete the assessment by interviewing:
• the non-parent carer
• the child, if they are over 14
• the parent(s)
• independent third parties

To request an assessment:

• complete the Centrelink/CSP information exchange macro, and
• document the request and the result in the applicant’s communication notepad

Before 1 July 2009

Non-biological same-sex parents were not recognised as parents under the Family Law Act.

Children born as a result of an artificial conception procedure, may be claimed for in a non-parent carer case.

From 1 July 2009 (3 March 2011 for WA ex nuptial cases)

Either customer can make an application to have both parents assessed as parents in respect of the costs of the child.

Where a child is born as a result of a surrogacy arrangement, Child Support can accept an application for assessment if a court has made an order under a prescribed law of a State or Territory declaring that the people to be assessed are parents of that child. For more information, see References for a link to the Child Support Guide 2.1.3 Parentage.

If a customer has children from a same-sex relationship, and has an existing child support case as a non-parent carer (with the biological parent as the payer), either customer can request their case be amended to have both parents assessed as parents from 1 July 2009 (3 March 2011 for WA ex nuptial cases). For more information, see References for a link to the Child Support Guide 2.1.3 Parentage.

If an application to amend the case is received, escalate the case to a Program Support Manager (PSM) via a Service Support Officer (SSO) to determine if a manual calculation is required and key this if appropriate. See Technical support in Child Support.

For the case to be amended, Child Support must be satisfied that both the named parents are parents of the child. See Presumption of parentage decision making tool.

If PoP is satisfied end the existing case from the day before the date of effect. The date of effect is either:

• the date child support became aware the non-parent carer is a parent of the child, or
• an earlier date as advised by Program Advice

For help ending an assessment, see Table 5 in Assessments Cuba Process Help.

Start the new case from the date of effect. See Application for a child support assessment.

Where a call is received from an applicant who has applied online, confirm if the application has been assigned to a Service Officer.

To do this, ask the customer if they applied using:

• the Services Australia website (the application ID will start with 1111), go to Step 2
• their Child Support online by logging into myGov (the application ID will start with 0011, or 11), go to Step 3

To search for the application in Pluto:

• Select Inbox
• Change Main Category to Manage Application for Assessment
• Change Assign To to ALL
• Key the application ID and select GO. If the customer does not have the application ID, complete the relevant search fields:
• Applicant first name
• Applicant family name
• State, and Country
• Select GO

Was an application found?

• Yes, go to Step 4
• No, complete additional searches, go to Step 3

Locate the applicant’s record by searching in Pluto.

• Select Inbox
• Change Main Category to Application for Assessment
• Change Assigned To field to ALL
• Key the application ID in Work Item ID and select GO. If the customer does not have the application ID:
• ask the customer for their CSRN, and
• key this in the CSRN field
• Select Go

Check the Employee Responsible field

Is there a New Customers Service Officer managing the application?

• Yes, continue to help the customer and progress the registration where appropriate
• No, take ownership of the application by transforming the application by selecting
• Assigned to Me in Pluto, or
• Work Optimiser

• Select the arrow next to My Work
• From the dropdown menu select Customer Search
• Enter the customer CSRN in the Customer Search field
• Select Search
• Tick the box next to the work item ID
• Select Actions
• From the pop up menu select Assign to Me

• Select Multi Select button
• Select check box next to the work item in the status column
• Select Assign to Me

• From the Work Item List, select the application to be actioned
• Select Claim Overview
• Enter full screen icon to view the snapshot in a new window

Note: if the applicant has applied against both parents, make sure both wok items are assigned.

See Table 6.

• Send a pre-call alert SMS to the applicant, see Child Support Electronic Messaging (EM)
• Make a minimum of one phone call on all available numbers

Was contact successful?

• Yes, see Table 6
• No, make a further 2 contact attempts if information/evidence is required, or the applicant falls into one of the following categories:
• Family and domestic violence (for PST staff only)
• Culturally and Linguistically Diverse
• Indigenous
• Remote
• Personalised Services

Select Unsuccessful Contact from within the call menu. Document contact attempts.

To document the contact attempt from within the form, select the:

• Customer Summary icon to open the customer summary details
• Notes tab and select Add. A pop up will display to enter communication details

Use these dropdown menu selections to document contact attempts:

• Date: select date of contact
• Type: Phone Out
• Case: select corresponding case number
• Reason: Provide Inform
• With: Client
• Category: Registration
• Issue: Other

Document text

• Notepad subject heading: Attempted phone contact
• Notepad body text: Include phone number called, time of the call and any additional relevant information such as evidence required

Select Save. A temporary pop up will display to confirm the note saved successfully.

If contact was not successful, consider sending a please contact SMS if a message cannot be left, see Table 2 in Child Support Electronic Messaging (EM).

Issue a pre-registration letter (REG7-1 Payee - Pre Reg When Payee Has Applied) through Pluto or Cuba when:

• the applicant is in a higher support category as listed in Step 1, or
• further information is required from the applicant

Where parentage information is required for both other parties:

• select the Other checkbox, and
• include the following text: Evidence that [Parent 1] and [Parent 2] are a parent of [child/ren name/s]

Allow the customer time to respond. Standard response times.

Document the letter

From within the form, select the:

• Other party’s tile from the left hand menu
• Customer Summary icon to open the Customer Summary details
• Notes tab and select Add. A pop up will display to enter communication details

Use these dropdown menu selections to document the letter:

• Date: select date of issue
• Type: Written comm out
• Case: select corresponding case number
• Reason: Provide Inform
• With: Client
• Category: Registration
• Issue: Process

Document text

• Notepad subject heading: Pre-Reg Letter Issued
• Notepad body text: Include the reply by date and information required

Follow the steps to link or create an applicant record by selecting each step.

In Pluto search for an existing customer record. If the correct record

• is confirmed, link the customer
• cannot be confirmed, complete additional searches

Was a customer record found after completing the additional searches?

• Yes, link the customer
• No, create the applicant record

Note: do not record income details or a TFN for the non-parent carer. Child Support are not authorised to collect or record income information for non-parent carers. If the applicant has an existing record as an assessed parent with a TFN, do not remove the TFN without consulting a SSO.

From the Customer Summary screen:

• select the Launch Actions icon
• select Application for Assessment

The customer and case summary will present at the top of each page.

The Application for Assessment form will be pre-populated with the details provided in the online application.

To view the online application, select Next to move through each section.

Do not change the information unless the customer is on the phone.

Review the individual sections of the application as they display:

• screening questions
• eligibility
• other party details
• collection details
• other party employment details
• relationship details of the parents
• child details
• child relationship details
• care details

The information will save in the Application for Assessment interaction to confirm with the applicant later.

Review the detailed case summary, select Submit.

If mandatory information has not been completed, an error message will display.

If the application has been submitted successfully, a:

• notification will display to confirm the application has been submitted successfully
• receipt number and timestamp will display. If there is an application against both parents, 2 receipt numbers and timestamps will display

Select Finish.

An Application for Assessment interaction for each parent will display as In Process in the Interactions tab of the applicant’s Customer Summary screen.

If the applicant advises of a new child after the application has been submitted, a new application is required. Do not add the child through the add child to an application for assessment process.

Follow the steps to link or create the other party record.

Note: if the non-parent carer has applied against both parents, complete Steps 5-8 for both applications.

An Application for Assessment interaction for each parent will display as In Process in the Interactions tab of the applicant’s Customer Summary screen.

In Pluto search for an existing customer record.

• If the correct record is confirmed, link the customer
• If the record cannot be confirmed, complete additional searches

Was a customer record found after completing the additional searches?

• Yes, link the customer
• No, create the other party record

Primary search

Follow the steps to link or create a child record by selecting each step.

In Pluto search for an existing customer record

• If the correct record is confirmed, link the child
• If the record cannot be confirmed, complete child searches

Was a customer record found after completing the additional searches?

• Yes, link the child
• No, create the child record

Open the Application for Assessment interaction:

• Select Parties Tab
• Checked the Actioned column

If any of the parties are showing, No link the parties using the above steps.

Select Process after linking all parties to the application.

This creates a pending registration in Cuba and transforms the online application.

The Application for Assessment interaction and the Applicant form in Pluto will have a status of In process.

Tailor the conversation to suit the customer’s needs. The information provided to a customer with an existing case will be different to a customer who is speaking with Child Support for the first time.

Explain to the customer Services Australia’s role is to create a child support assessment using both parents’:

• income (or one parent if applicable)
• the level of care the customer, and the parents have, and
• the ages of the child/ren

Make sure the non-parent carer is aware they do not need to apply for Child Support to receive more than the base rate of FTB as they are exempt from the maintenance action test (MAT). See Maintenance Action Test (MAT) for Family Tax Benefit (FTB) customers.

If it becomes apparent that the exemption is not in place, and they do not wish to proceed with the application, refer the customer to Centrelink. See Customer referral guidelines for Child Support staff.

Do not proceed with the application. If the phone application for assessment has been launched.:

• Select Cancel. A warning message will display
• Select No thanks, delete it > OK

Follow the steps to link or create an applicant record by selecting each step.

In Pluto search for an existing customer record

• If the correct record is confirmed, Go to Step 3
• If the record cannot be confirmed, complete additional searches

Was a customer record found after completing the additional searches?

• Yes, Go to Step 3
• No, create the applicant record

Note: do not record income details or a TFN for the non-parent carer. Child support are not authorised to collect or record income information for non-parent carers. If the applicant has an existing record as an assessed parent with a TFN, do not remove the TFN without consulting a SSO.

Once the customer has been located or created, the Customer Summary screen will display.

Confirm the customers details on the Customer Summary screen.

Offer the customer a password

Let the customer know, they have the option to record a password on their account:

• as an added security measure to protect their personal information and
• provide an additional assurance

If customer details need to be updated or to add a password, see Update customer details in Pluto.

From the Customer Summary screen, select Launch Actions icon > Application for Assessment.

The application for assessment will display in a new window.

The customer and case summary will present at the top of each page.

Move through each step of the application to record the application details with the customer.

During the initial discussion with the applicant, the applicant may indicate they are at risk of family and domestic violence.

Advise the applicant Child Support will contact the other party/s to discuss the application.

If the applicant has concerns about Child Support contacting the other party/s:

• Discuss the option of not continuing with the application
• If the applicant has any questions about FTB entitlements, contact Centrelink to discuss. Make sure the non-parent carer is aware they do not need to apply for Child Support to receive more than the base rate of FTB as they are exempt from the maintenance action test (MAT). See Maintenance Action Test (MAT) for Family Tax Benefit (FTB) customers

Transfer to a Social Worker if the customer is:

• at threat of harm
• at risk but no threat of harm has been made, or
• there are family and domestic violence concerns

Record applicant’s response

Read the Risk Identification Question to the applicant.

Select the radio buttons to record the answer. If the applicant responds:

• Yes,
• provide internal and external referral options, see Family and domestic violence
• if the customer does not want to continue with the application, document the discussion, select Finish
• if the customer wants to continue with the application, select Next, go to Step 5
• No,
• select Next
• go to Step 5

The legislation has certain guidelines in regards to welfare orders and non-parent carers.

If a welfare order is in place, the relationship to the child/ren needs to be ascertained.

If the applicant is not applying against both parents, the following options will be available from the Reason for not applying against both dropdown menu:

• Special circumstances
• One parent deceased

If the applicant advises the other parent is living overseas in a non-reciprocal country, the application cannot continue in Pluto, process the application in Cuba.

Record applicants response

Select the radio buttons to record the applicants response to the eligibility questions.

Select Next.

Note: separate applications need to be processed if the applicant has made a claim for both biological and non-biological children:

• Continue this process for the non-biological child
• Start a new application for the biological child. See Application for assessment - phone

If the applicant’s responses indicate the child may not be eligible, once next is selected a message will display advising the application may be refused if the applicant continues. To help determine eligibility, see Eligibility and presumption of parentage (PoP) for a child support assessment.

Is the application to continue?

• Yes, select Next
• No,
• Select Cancel
• Indicate where the application is to be saved for later or deleted
• Select OK

If the non-parent carer has applied against both parents, repeat steps 6-10 for each other party.

Select Add Other Party.

From the Search for record tab, search for an existing customer record.

In the Role: field, All will be pre-populated. To narrow search results, select from the dropdown menu.

Use the information provided by the applicant to search for the customer record. Use either the:

• Unique identifier
• General search

Select Search

Is there an existing record for the other party?

• Yes,
• select the radio button next to the customer record. This will automatically link the other party to the application
• select Next
• No,
• select the checkbox to capture the details manually
• enter the other party details provided by the applicant
• select Next

Record contact details for the other party as advised by the applicant, select Next.

Note: if the other parties address is keyed and the predictive text does not display the address, select the hyperlink I can’t find my address. Record the address manually.

The applicant can elect either:

• private collect, or
• child support collect

Note: a non parent carer application can have different collection methods for both cases.

Explain if they

• are in receipt of Family Tax Benefit Part A, the amount of child support payable is likely to reduce the amount of FTB Part A they receive. The Maintenance Income Test (MIT) is used to work this out. See Maintenance Income Test (MIT) for Family Tax Benefit (FTB
• choose:
• private collection, any retrospective changes to the assessment can only be collected privately, this includes arrears and overpayments
• child support collect, child support can only disbursed money received from the other customer. This can take some time to get the first payment. If employer withholding is being set up, it can take up to 3 months for the payment to be received

Record the collection details

• Select Collection Details and record the applicant’s collection preference.
• Use the Arrangements for Payments banner to document any additional information
• If the applicant elects Child Support Collect, confirm/update the applicant’s bank details:
• The bank account details must be recorded in the Bank Details Window from the Customer Summary screen. Do not record this information in the Pluto interaction as the details will not populate the Bank Details Window
• The name of the account holder must include the payee’s name to prevent some financial institutions rejecting the payment

Select the radio button to record the other party’s main income source.

If the other party is employed or self-employed:

• Enter the employment details provided by the applicant in the relevant fields
• If the predictive text does not display the address, select the hyperlink I can’t find my address and record the full address
• If self-employed, record details of the other party’s employment advised by the applicant in the free text field

If the other party’s employment is unknown, record any details regarding the other party’s income as provided by the applicant in the free text field.

Select Next.

The other party’s employment details will display under the other party name tab.

If the non-parent carer is applying against one parent:

• Select Next to continue the application
• Go to Step 12

If the non-parent carer is applying against both parents:

• Select Add other party and complete:
• Step 6 Other party details, and
• Step 7 Record applicants collection method for the second parent, and
• Step 8 Other parties main source of income

Once the second other party details have been recorded, both other parents will display in the other party name tab. Select the edit or delete icon to update.

A summary of the details recorded will display in the summary dropdown.

Record responses to the parent relationship questions using the relevant radio buttons. Additional fields will display depending on the options selected.

If parents were married or lived together:

• select Yes to the relevant question
• select Add
• record the marriage or living together dates in the Add marriage period or the Add living together period pop up
• select Add

If the parties were not married and did not live together, select No to both questions.

Select Next.

The Child details tab will be opened.

Select Add assessed child, search for an existing record for the child from the Search for record tab.

If there are associated customers, these will display before searching.

• To narrow search results:
• select from the Search for record tab
• In the Role: field, All will pre-populate

Use the information provided by the applicant to search for the child record using either the:

• Unique identifier
• General search

Select Search

Is there an existing record for the child?

• Yes,
• select the radio button next to the customer record
• select the radio button for Are the child’s details correct?
  Once the application has been submitted, updates to the child’s details can be made in the customer summary screen, for help see Update customer details in Pluto
  If the applicant is a Centrelink mutual customer, the children’s details must be identical to those recorded by Centrelink to allow for data transfer
• select Next
• No,
• select the checkbox to capture the details manually
• enter the child details provided by the applicant
• select Next

To determine if a child is eligible for an assessment, see Eligibility and presumption of parentage (PoP) for a child support assessment.

If this is the first application for the chid, consider information previously provided.

Ask the applicant for evidence during the initial conversation if it is likely evidence will be needed.

Only request evidence where they indicate the other party/s:

• will dispute parentage, or
• may be difficult to contact

In all other situations do not ask for evidence during the initial conversation. Tell the applicant, if evidence is needed, Child Support will contact them.

Provide the applicant with options to provide requested information. To provide information quickly, customers can use the Webmaster email address. Customers must be advised this is an unsecure method of communication.

Types of evidence include;

• Copy of birth certificate/s
• A statutory declaration, either electronically via MyGov or on the:
• Commonwealth of Australia Statutory Declaration - the persons named in the form are named on the birth certificate for the child(ren) form (CS4648), or
• Commonwealth of Australia Statutory Declaration - you are a parent of the children named form (CS4649)
• For cohab dates, see Eligibility and presumption of parentage (PoP) for a child support assessment

Record applicants response

• Select the radio buttons to record the applicant and other party’s relationship to the child:
• Additional questions will present depending on the applicant responses to the questions
• If the applicant is providing evidence document any relevant details in the Other document details text box
• Select Next
• Select the radio button to record the applicant response to Do you think other party will agree to the information that has been provided about parentage?
• If the applicant responds No or Unsure, document the reason why in the Reason: free text field
• Select Next

If the non-parent carer has applied against both parents, complete the child relationship details for each parent.

Explain to the customers what a care arrangement is. Advise that Services Australia does not determine where the child should live or any custody arrangements.

Child Support reflects the percentage of overnight care:

• each parent and carer actually has, or
• established by a written care arrangement

If the customers responds Yes to Has Services Australia been notified of these care details?

• Record the date notified
• Explain to the applicant:
• Centrelink will transfer the care details to Child Support
• The family assistance care record will be used in the child support assessment
• If the customer does not agree with the family assistance care decision see Child Support objections
• It is important the applicant advises Child Support the details of any care information they have provided to Centrelink

If the customer is a Centrelink mutual customer, care details must align with Centrelink:

• Record the most recent care event before the start date of the case, and
• All care changes post the start date

If the child is also a relevant dependent child before this application, all care changes pre and post the start date of the case must be added.

Note: the actual care event date (DOE) must be used when aligning Centrelink care and/or making a new care decision, even if it precedes the start date of the case. The wrong date may result in data transfer issues or the case becoming ineligible in the future.

Record care details

Select the Add button.

If adding multiple assessable children with the same care details, select copy care arrangement to apply the same care for additional children.

• Date of notification will default to today’s date, the date can be updated. This is the date of application
• Record the care event start date in the When did this care start occurring? field
• Select Click to Provide details for any of the party/ies
• Select either the Percentage (default), Number of nights or Calendar
• Percentage of time: enter the care percentage the selected caser has of the child select Save
• Number of nights: enter the number of nights the parent has care of the child, select the frequency from the dropdown menu, select Save
• Calendar: a calendar will display from the date of care event for a 12 month period. Select the radio buttons and frequency from the dropdown menu to record the pattern of care. Select Add dates to auto fill the calendar Document any other relevant details about the pattern of care in the text box, select Save

The summary window for the child will display. Record care arrangement for all remaining parent/carers.

If care details are correct, select Next.

Care changed since Centrelink was notified

• Select add, record the current care arrangement to make a new care decision
• Explain to the customer a ‘percentage of care decision’ will be made and transferred to Centrelink if they are a mutual customer

Up to 3 care events can be added within the application.

• Delete incorrect care records by selecting the delete line button
• If all care is correct, select Next

If the non-parent carer applicant advises there is a written care arrangement:

• select Yes
• select the type of arrangement from the dropdown menu
• record the date the arrangement commences/was made in the date: field
• use the radio button to record if Services Australia has a copy of the written care arrangement, or record the date the applicant is required to provide the documentation
• go to Step 14

If the non-parent carer applicant advises there are no written care arrangements:

• select No
• select the relevant radio button to Do you think the parent/s will agree to the care?
• document any relevant details in the Additional Care information text box
• select Next
• go to Step 15

Is care occurring in accordance with the written care arrangement?

• Yes,
• select Yes
• select the relevant radio button to Do you think the parent/s will agree to the care?
• document relevant details in the Additional care information text box
• select Next
• No,
• select No
• document the reason why care is not occurring in line the written care arrangement in the free text field
• record if an interim determination has previously been made in relation to this care arrangement.
  If Yes is selected, record if the other party is likely to agree to the care change, record any Additional Care Information in the text box and select Next
  If No, additional questions will display
• record if the care change has been reported within the maximum interim period. Select maximum interim period for further information and timeframes
• use the radio buttons to record if the parties are taking reasonable action to adhere to the court order. Additional fields will display depending on the responses. Select the reasonable action hyperlink for further information
• record if the other party is likely to agree with the facts of the care change
• record any additional information in the Additional Care Information text box
• select Next

The Review and Submit screen will display.

Discuss the talking points with the applicant.

Online services

Let the customer know that if the application is accepted they will receive a letter with their child support reference number and case number, which can be used to link Child Support to their myGov account.

Ask the customer which email address they use for their myGov account, and record this on their profile, to make it easier for the customer to link their Child Support online services.

Child Support online and the Child Support Express mobile app can be used to view letters, upload documents and advise of changes to their details, including income or care arrangements.

Encourage the customer to use online services where possible. Sending files and documents is much easier when taking a picture and uploading it as we will receive it straight away, and it is more secure than fax or email.

If the applicant would like to register for:

• an Online Account:
• select Yes
• if the applicant has an address recorded, it will pre-populate. If no address displays, record the applicant’s email address
• Info Serve:
• select Yes

Select Next

Review the detailed case summary

Confirm the details of the application with the applicant.

Before selecting submit, a Service Officer can return to any screen by selecting the relevant icons to edit or delete information.

Select Submit, once all information is correct.

A notification will display to confirm the application has been submitted successfully.

A receipt number and timestamp will display. If the applicant has applied against both parents, 2 receipt numbers and timestamps will display.

Select Finish.

If all mandatory information has not been completed, an error message will display.

The Application for Assessment transaction will display as In Process in the Interactions tab on the applicant’s Customer Summary screen. If the applicant has applied against both parents, 2 Application for Assessment transaction will display as In Process in the Interactions tab on the applicant’s Customer Summary screen.

Explain that if the application is accepted their child support assessment will start on the day the application was made to Services Australia, and cannot be backdated.

Explain that if either parent is in receipt of Family Tax Benefit Part A, the amount of child support payable is likely to reduce the amount of FTB Part A they receive. The Maintenance Income Test (MIT) is used to work this out. See Maintenance Income Test (MIT) for Family Tax Benefit (FTB).

From the Customer Summary screen, select Application for Assessment interaction > Parties tab.

To view:

• the information provided by the non-parent carer applicant in the application snapshot:
• select the Claim Overview icon
• select the New Window icon to open the snapshot in a new window
• all customers associated cases, select the Case List icon

Note: if the non-parent carer has applied against both parents, complete Steps 5-8 for both applications. An Application for Assessment interaction for each parent will display as In Process in the Interactions tab of the applicant’s Customer Summary screen.

Follow the steps to link or create an applicant record by selecting each step.

In Pluto search for an existing customer record.

If the correct record:

• is confirmed, link the customer
• cannot be confirmed, complete additional searches

Was a customer record found after completing the additional searches?

• Yes, link the customer
• No, create the other party record

Primary search

Follow the steps to link or create a child record by selecting each step.

In Pluto search for an existing customer record

• If the correct record is confirmed, link the child
• If the record cannot be confirmed, complete child searches

Was a customer record found after completing the additional searches?

• Yes, link the child
• No, create the child record

Open the Application for Assessment interaction:

• Select Parties Tab
• Checked the Actioned column

If any of the parties are showing, No link the parties using the above steps.

Select Process after linking all parties to the application.

This creates a pending registration in Cuba and transforms the online application.

The Application for Assessment interaction and the Applicant form in Pluto will have a status of In process.

Confirm the applicant’s details as provided in their application. If required, update their personal information in the Customer Summary screen. See Update customer details in Pluto.

Make sure the non-parent carer is aware, they do not need to apply for Child Support to receive more than the base rate of FTB as they are exempt from the maintenance action test (MAT). See Maintenance Action Test (MAT) for Family Tax Benefit (FTB) customers.

If exemption is not in place, does the customer want to proceed with the application?

• Yes, go to Step 2
• No:
• refer the customer to Centrelink, see Customer referral guidelines for Child Support staff
• end the application process, see Manage Interactions to update the interaction status

Offer a password

Explain they can have a password recorded on their account as an added security measure. This will help to protect their personal information. Note: passwords can be up to 15 characters long.

Offer accessibility options

Explain options available if they need extra help when calling us. E.g., if they have a hearing or speech impairment or need to talk to someone in a different language.

Offer child support representative option

Explain they have the option to authorise a child support representative to help them in dealing with Child Support if they need extra help. This is especially important with vulnerable customers who have difficulty dealing with child support themselves.

From the Interactions tab or Service Officer’s inbox, select the Application for Assessment interaction.

Select Process, the Applicant details form will display as In Process.

The Application details will be prepopulated from the information provided in the online application for assessment.

If the applicant is on the phone, confirm all details of the applicant form.

Select the Applicant Details form to view the information provided by the applicant.

To view sections of the form, either select:

• expand all icon to open all sections, select the collapse all icon to close all sections, or
• the individual section, or
• select the tab menu icon and select the section to view

Note: if the non-parent carer has applied for child support from both parents, 2 Applications for Assessment interactions will display, one for each parent.

Select Screening Questions.

The screening question is mandatory and must be asked of all customers as part of this process. This includes where the customer has already answered the question in their online application.

Read the family and domestic violence question to the applicant, select the radio buttons to record the answers.

Note: it is important to advise the applicant that Child Support will contact the other party/s to discuss the application.

If the applicant responds:

• Yes, go to Step 5
• No, go to Step 6

Provide internal and external referral options, see Family and domestic violence.

Select the Referrals Offered notes banner to document the relevant details. Select Save within the notes section once the form is ready to be submitted.

Transfer to a Social Worker if the customer is:

• at threat of harm
• at risk but no threat of harm has been made, or
• there are family and domestic violence concerns

If the applicant has concerns about contacting the other party/s to the application, they can withdraw the application. Non-parent carers do not need to apply for Child Support to receive more than the base rate of FTB, as they are exempt from the maintenance action test (MAT).

Is the application to proceed?

• Yes. Has the applicant been contacted?
• Yes, go to Step 6
• No,
• Submit the form with the pre-populated information from the online application
• A notification Form Submitted Successfully will pop up
• The applicant details form will display as Submitted
• If the applicant has indicated they have a family violence concern, a sensitive issue indicator will automatically be applied to the customers profile
• No, see Table 2 in Application for assessment - record a decision and finalise

Note: if the non-parent carer has applied online for child support from both parents, navigate to each Application for Assessment interaction and make sure both applicant forms are submitted.

See Application for assessment – contact with both parties.

The applicant can elect either:

• private collect, or
• child support collect

Note: a non parent carer application can have different collection methods for both cases.

Explain if they

• are in receipt of Family Tax Benefit Part A, the amount of child support payable is likely to reduce the amount of FTB Part A they receive. The Maintenance Income Test (MIT) is used to work this out. See Maintenance Income Test (MIT) for Family Tax Benefit (FTB)
• choose:
• private collection, any retrospective changes to the assessment can only be collected privately, this includes arrears and overpayments
• child support collect, child support can only disbursed money received. It can take some time to get the first payment. If employer withholding is being set up, it can take up to 3 months for the payment to be received

Record collection details

• Select Collection Details and record the applicant’s collection preference
• Use the Arrangements for Payments banner to document any additional information
• If the applicant elects Child Support Collect, confirm/update the applicant’s bank details:
• The bank account details must be recorded in the Bank Details window from the Customer Summary screen. Do not record this information in the Pluto interaction as the details will not populate the Bank Details Window
• The name of the account holder must include the payee’s name to prevent some financial institutions rejecting the payment

Explain to the customer what a care arrangement is. Advise Services Australia does not determine where the child should live or any custody arrangements. Services Australia reflects the percentage of overnight care:

• each parent and carer actually has, or
• established by a written care arrangement

Confirm the care arrangements provided by the applicant in the online application, update if required.

If the customer responds Yes to Has Services Australia been notified of these care details:

• Confirm and record the notification date
• Explain to the applicant:
• Centrelink will transfer the care details to Child Support
• The family assistance care record will be used in the child support assessment.
• If the customer does not agree with the family assistance care decision see Child Support objections
• It is important the applicant advises Child Support the details of any care information they have provided to Centrelink

If the customer is a Centrelink mutual customer, care details must align with Centrelink:

• Record the most recent care event before the start date of the case, and
• All care changes post the start date

If the child was a relevant dependent child before this application, all care changes pre and post the start date of the case must be added.

Note: the actual care event date (DOE) must be used when aligning Centrelink care and/or making a new care decision, even if it precedes the start date of the case. The wrong date may result in data transfer issues or the case becoming ineligible in the future.

Record care details

If the applicant advises of additional care events, or if the care has changed since Centrelink were notified, record additional care events:

• select add new line to record the current care arrangement
• up to 3 care events can be added within the application
• delete incorrect care records by selecting the delete line button

Review the applicant’s response to Are there any written care arrangements? If the response is:

• Yes, go to Step 8
• No,
• confirm with the applicant, update if required
• confirm Is the other party likely to agree to the facts of the care change?
• if the applicant responds No, select the Claim Overview icon to display the application snapshot to view the written response provided. Depending on the response provided, request evidence for the current care change
• select the Additional Care Information note banner to record additional details not captured in the form. Select Save within the notes section once the form is ready to submit
• go to Step 11

If the non-parent carer applicant has advised there is a written care arrangement:

• Yes will be selected
• The type of arrangement and the date the arrangement was made will be recorded in the relevant fields

Confirm:

• the information is correct and update if required
• Services Australia has a copy of the written care arrangement. Update the response to Does Services Australia have a copy of the written care arrangement: field if required. If the response is No:
• ask the applicant provide a copy
• record the date a copy is to be received by
• provide the applicant with options to provide requested information. The preferred method is from the customers myGov account. If this is not an option, the customer can be provided with the Webmaster email address. They must be advised this is an unsecure method of communication

Is care occurring in accordance with the written care arrangement?

• Yes, go to Step 9
• No, go to Step 10

• Confirm with the applicant, update if required
• Confirm Is the other party likely to agree to the facts of the care change?
• If the applicant responds No, select the Claim Overview icon to display the application snapshot to view the written response provided. Depending on the response provided, request evidence for the current care change
• Select the Additional Care Information note banner to record additional details not captured in the form. Select Save within the notes section once the form is ready to submit
• Go to Step 11

Review the care details provided within the online application in the application snapshot by selecting Claim Overview.

Select the Why is care not occurring in accordance with the written arrangement note banner and document the applicants response. Select Save within the notes section once the form is ready to be submitted.

Record Has an interim determination has previously been made in relation to this care arrangement?:

• If Yes is selected, an information message will display, select Ok. Record if the other party is likely to agree to the care change. Select the Additional Care Information note banner to record additional details not captured in the form. Select Save within the notes section once the for is ready to be submitted. Go to Step 11
• If No, further questions will display:
• Record if the care change has been reported within the maximum interim period. Select maximum interim period for further information and timeframes
• Use the dropdown menus to record if the parties are taking reasonable action to adhere to the court order. Additional fields will display depending on the responses
• Record if the other party is likely to agree with the facts of the care change
• Record any additional information by selecting the Additional Care Information note banner. Select Save within the notes section once the form is ready to be submitted
• Go to Step 11

Once all information has been confirmed and updated with the non-parent carer applicant, the application can be finalised.

Select Submit.

A notification Form Submitted Successfully will pop up.

If a mandatory field has not been completed, an error message will display once submit has been selected. Select the error message to navigate to the relevant field.

The applicant details form will display as Submitted.

Note: if the non-parent carer has applied online for child support from both parents, navigate to the other parents’ Application for Assessment interaction to confirm the details.

Sensitive issue indicators

If the applicant has indicated they have a family violence concern, a sensitive issue indicator will automatically be applied to the customers profile.

If the customers are managed by International Personalised Services (PS), contact the PS case manager to advise a new application has been received and a sensitive issue indicator has been added.

The Pluto form does not ask about presumption of parentage, however this still needs to be discussed and documented.

To determine if a child is eligible for an assessment, eligibility requirements must be met for each child. See Eligibility and presumption of parentage (PoP) for a child support assessment.

If this is not the first application for the child, consider information provided previously.

Ask the application for evidence of parentage, if they indicate the other party/s:

• will dispute parentage, or
• may be difficult to contact

In all other situations do not ask for evidence during the initial conversation. Tell the applicant, if evidence is needed, Child Support will contact them.

Provide the applicant with options to provide requested information. To provide information quickly, customers can use the Webmaster email address. Customers must be advised this is an unsecure method of communication.

Types of evidence include:

• copy of birth certificate/s
• a statutory declaration, either electronically via MyGov or on the:
• Commonwealth of Australia Statutory Declaration - the persons named in the form are named on the birth certificate for the child(ren) form (CS4648) or
• Commonwealth of Australia Statutory Declaration - you are a parent of the children named form (CS4649)

For cohabitation dates, see Eligibility and presumption of parentage (PoP) for a child support assessment.

Let the customer know that if the application is accepted:

• they will receive a letter with their child support reference number and case number, which can be used to link Child Support to their myGov account
• their child support assessment will start on the day the application was made to Services Australia, and cannot be backdated
• they can use Child Support online and the Child Support Express mobile app:
• to view letters
• upload documents, and
• advise of changes to their details, including care arrangements
• if either parent is in receipt of Family Tax Benefit Part A, the amount of child support payable is likely to reduce the amount of FTB Part A they receive. The Maintenance Income Test (MIT) is used to work this out. See Maintenance Income Test (MIT) for Family Tax Benefit (FTB)

Encourage the customer to use online services where possible. Sending files and documents is much easier when taking a picture and uploading it as we will receive it straight away, and it is more secure than fax or email. To make it easier for the customer to link their Child Support online services, record the email address they use for their myGov account on their profile.

Ask the customer if they have any questions or would like to go back over any of the information provided.

Review the Applicant details form to make sure mandatory fields have been completed, and select Submit.

Note : the Applicant Details can be updated before the registration is finalised and Eligibility saved.

To document the contact attempt from within the form, select the:

• Applicant’s tile from the left hand menu
• Customer Summary icon to open the customer summary details
• Notes tab and select Add. A pop up will display to enter communication details

If customer called in, check to see if a decision can be made on the application, see Application for assessment - record a decision and finalise.