Confirmation of death for Child Support customers 277-22021512

Before updating a record as deceased staff must be satisfied the death notification details received are accurate. That is the details relate to the correct person and date of death is accurate.

Based on the details available, determine if a second source is required to verify the death. See the Proof of Death matrix on the Resources page.

Staff should attempt to confirm the death within 21 days of the death notification.

Proof of death may be sourced:

• verbally
• in writing, or
• electronically (CSA online or email)

Note: if two sources of evidence are required as per the Proof of Death matrix, the two sources of evidence must not be the same. For example, a parent notifies both Child Support and Centrelink, this is one source. Seek a second source of evidence.

When a document is received that is in a foreign language (for example a will or death certificate), it may require translation to English. See Translation of documents.

Services Australia provides translation of documents when needed to confirm proof of death or estate arrangements.

The Resources page contains a link to the Request for Translation form.

Search Customer First to confirm if Centrelink have been advised of the death.

Check the:

• Death/executor (DEA) screen
• Document List (DL) screen, and
• Document tools screen

If information is recorded, copy the information into the Deceased Client window with the subject 'Customer First'.

Document Next of Kin (NOK), executor or funeral director details in the Deceased Client window, if recorded in Customer First.

Notification of a death may be provided to Centrelink through data exchange from Births, Deaths and Marriages (BDM).

To review if information has been provided through data exchange go to the Review Summary (IRRS) screen. If:

• death has been advised, place an 'm' next to the death record line to review BDM information
• information is recorded, copy it into the Deceased Client window with the subject 'Customer First'

Note: when notification of death is exchanged by BDM to both Centrelink and Child Support, it is the same source. See the Proof of Death matrix on the Resources page.

Review the information in the ATO (ICP) system to obtain details of the death, see ATO applications manual. The Resources page has a link.

To view details of a death in ICP:

• An Indicator will be applied on the client home page
• Go to the client details screen. This screen provides:
• the date of death
• how the notification was received, and
• the source of information used to update the death
• If an executor is recorded for the deceased parent or carer, information can be located in the client links or address details screens

If information is recorded in ICP, copy the information into the Deceased Client window with the subject 'ATO information'.

Note: document Next of Kin (NOK) or Executor details in the Deceased Client window.

Evidence from the following sources may be used to confirm proof of death:

• Confirmation from Centrelink, see Step 1
• Confirmation from ATO (ICP), see Step 2
• Funeral notice from a newspaper or online obituary notice - citing the customer's:
• name
• date of birth
• date of death, or
• other identifying details
• Verbal, written or electronic confirmation from the:
• Public Trustee or Supreme court
• Coroner's Office
• hospital
• funeral director
• cemetery
• police, or
• a solicitor/legal representative
• Confirmation from:
• Births, Deaths and Marriages (BDM) (through full or partial data matching)
• the Department of Foreign Affairs or the International Services Central Authority (CA) (if the customer died overseas)
• If an Indigenous parent or carer passed away in a remote location, confirmation from Indigenous funeral notices. This resource shows funeral notices for Indigenous customers who passed in the last 6 months and is for information use only (do not make a request for further or older information without consulting an SSO). The Resources page has a link
• Confirmation from an employer through Single Touch Payroll (STP)
• Death certificate or other proof of death available in Customer First document tools
• Google or other online search citing the customer name and date of death

Note: when searching for proof of death, search local newspapers or funeral directors in the area the person resided. Do not use the following as a source of evidence:

• Go Fund me pages (or similar)
• Social media posts (Facebook or similar)

Observe the timeframe since death when undertaking proof of death searches. Information may not be immediately available. Check over a period of days/weeks.

Do not rely on the other parent or carer to verbally confirm the death without first doing proof of relevant searches. If a second source of death is required and cannot be established seek help from a Service Support Officer (SSO).

The Resources page contains links to assist with proof of death searches.

Proof of death resources available online should be used prior to calling third party organisations to confirm death. When calling third parties or organisations to confirm a death, Services Australia may communicate protected information if the information is:

• to establish the death of a person, or
• the place where the death of a person is registered

See the Child Support Guide 6.3.3: Secrecy provisions. The References page has a link.

Document any proof of death searches completed in the Deceased Client window with the subject 'Proof of death searches'.

Make sure evidence is uploaded to the customers Cuba record using the Document upload request macro (where applicable) and the receipt of the evidence is documented in the Deceased Client window.

Review the Proof of Death matrix to determine whether one or two sources is required to confirm proof of death.

Has proof of death been established?

• Yes, see Table 4, Step 1
• No, see Table 3, Step 1

If there is doubt about the information obtained about a death, seek help from a Service Support Officer (SSO) to assist with the decision making process. Examples of where this situation may occur is when there are:

• varied dates of death
• evidence obtained that covers a range of dates
• a second credible source of evidence cannot be located

• If two sources of evidence are required and cannot be obtained to confirm the death, or
• information confirms the customer is not deceased:
• Remove the date of death in the Deceased Client window, see Deceased customer management Cuba Process Help - delete a deceased customer record
• Create a note in the Deceased Client window detailing why the customer has not been recorded as deceased
• After following the Finalisation guidelines for Child Support staff, unlock the customer

Procedure ends here.

Once proof of death is obtained, process the death in the Deceased Client window. See Deceased customer management Cuba Process Help.

• Create a note in the Deceased Client window with:
• details of the evidence used to confirm the death
• the subject line 'proof of death confirmed'
• Manually create a DCM FOLLOW UP intray

Parent or non-parent carer deceased

When a payee or payer is confirmed as deceased, the care may require updating in Cuba prior to running eligibility.

If the associated customer:

• provides initial notification of the death of a parent or carer, and
• advises a child or children that were previously in the care of the deceased parent or the level of care has changed:
• Check the care records and Customer First to determine if the care details have been reported to Centrelink, or
• If a care decision has been made for the child or children

Do not change the care, if:

• Centrelink have already made a decision in relation to the care for the child or children, and there has been no subsequent care change, or
• the care arrangements for a child or children are unknown at this point

If a care decision has not already been made or reported to Centrelink, update the care prior to running eligibility. If Cuba is making unexpected changes to the assessment or the notification is outside of 28 days, contact a Service Support Officer (SSO).

If a third party:

• provides initial notification of the death of a parent or carer, and
• advises of a change to the care arrangements, do not change the care until:
• contact is made with the associated customer, and
• the care arrangements are confirmed

If a parent or carer now has care of a child and has multiple cases, make sure the child is accounted for on their other cases as a relevant dependent child. See Assessment Cuba process help.

Child deceased

When a child is confirmed as deceased and they are the only claimed for child in the case, update the care to 'none/none' from the date of death. See Care Cuba process help.

When electronic notification of a death of a child or relevant dependent is received from Centrelink, the care record is automatically updated. See Notification of change in child support care from 1 July 2018 (15 May 2019 for WA Ex-nuptial cases). Check the Care window to make sure the care of the deceased child is reflected correctly.

If notified of a change in care for another child or children and a care decision has not already been made or reported to Centrelink, pend the care before running eligibility. Confirm the care change with the associated customer. See Notification of change in child support care from 1 July 2018 (15 May 2019 for WA Ex-nuptial cases).

Note: if a care change is pending at the time of the notification of death, DCM will work in consultation if the care change is managed in a specialised area.

If the care change is managed in a non-specialised area, a DCM SO will manage the care decision. See Common and Specialised activities for child support staff.

Check incomes are correct for both parents. If there are any estimates or provisional incomes, correct where necessary.

See:

• Income processing for Child support customers
• Child support estimates review (post 1 July 2010)
• Child support estimates - Reconcile (pre 1 July 2011)
• Manual reconciliation procedure for child support estimates (from 1 July 2011)

Note: when updating income in an assessment that may result in a debt including overpayments, contact a Service Support Officer (SSO).

Payee deceased

An order ceases to be in force on the death of a payee unless it:

• states it is to continue in force after the death of the payee, and
• specifies the person who is to receive the payments after the death

If the order ceases to be in force on death, end the case. See An event occurs that will end a Child Support case or liability and Agreements Cuba Process Help.

If the order is to continue after the death of a payee contact the person who is to receive child support and advise:

• the current order has specified they are to receive payments
• them of their options:
• to receive payments they must register a case with Child Support
• If they register a case they can have Child Support collect, or collect privately by making arrangements with the payer

The current case will also need to be ended. See An event occurs that will end a Child Support case or liability and Agreements Cuba Process Help.

Payer deceased

An order ceases to be in force on the death of the payer unless the order, is a:

• spousal maintenance order unless the court made an order for lifetime maintenance before 1983, or
• child maintenance order and it states it is to continue after the death of the payer

If the order ceases to be in force on death, end the case. See An event occurs that will end a Child Support case or liability and Agreements Cuba Process Help.

If the order is to continue after the death of a payer, the order is binding on the deceased payer's legal representative.

Contact the Executor to:

• advise that the court order is to continue and they are responsible for the payments
• explain the workings of Child Support and discuss any arrears

The Executor will need to apply to the court if they wish to seek a variation to the order.

The case will need to be ended. See An event occurs that will end a Child Support case or liability and Agreements Cuba Process Help.

Child Support Stage 1 case or liability - death of a child

When a child death occurs that causes a child maintenance order, spousal or de facto maintenance order to cease to be in force, determine the effect this will have on the child support case. See An event occurs that will end a Child Support case or liability.

Child Support must determine the intention of the order, in relation to the other children, if:

• a child maintenance order provides maintenance for more than 1 child, and
• the order ceases to be in force in relation to 1 or more child/ren

If there are other children on the case, update the periodic amounts in the Additional Registration Information window.

Update the child support case or liability based on the determined intent of the order. See Agreements Cuba Process Help.

A parent or carers can apply to extend a child support assessment beyond the child 18th birthday (A18). See Eighteen-year-old children extending a child support assessment.

When the case is ending and an A18 application has been granted for a child, change the last day of secondary education to the day/date immediately prior to the parent or carer death. See Child over 18 Cuba process help.

When an enforceable liability ends due to the death of a parent or carer, remove any unallocated non-agency payment (NAP). See Non-agency payment (NAP) Cuba process help - disregarding a NAP.

Do not issue the Unallocated NAP Ended case letter confirming the NAP has been removed unless requested by a parent, carer or executor.

Note: when a case is ending due to the death of a parent or carer, unallocated prescribed non-agency payment (PNAP) will remain on the account. See Non-agency payment (NAP).

If a non-parent carer is deceased, their case will end.

Where one of the associated parent or carers are now confirmed as deceased in a third party case, update the relationship in the case window to reflect the parent or carer is deceased.

See Deceased Customer Management Cuba Process help.

Liable Parent Deceased (LPD) coding is completed when:

• proof of death is confirmed for a liable payer, parent or carer
• the payee is in receipt of family Tax Benefit (FTB), and
• child support are first notified of the death and the death action has not already been recorded or actioned in Customer First

When a case is ending due to the death of a liable payer, parent or carer, the Maintenance Action Test (MAT) - LPD code is recorded in Customer First, before ending the child support case in Cuba.

Note: the LPD coding in Customer First and the ending of a child support case in Cuba should be coded on the same day.

After LPD coding, check the activity in Customer First. If it is sitting in the TPS region, do not end the case in Cuba until the activity has been released from QOL.

See Child support notification of death - Customer First processing (LPD Coding).

Document a note in the Deceased Client window with the subject 'LPD coding' to confirm the completion of LPD coding.

Note: if the notification of death has been received from Centrelink, LPD Coding is not required.

Eligibility must be saved to give effect to the death.

If Cuba is making unexpected changes, do not save eligibility, see Eligibility window help.

If unable to correct eligibility warnings or errors, contact a Service Support Officer (SSO).

If an executor for the deceased customer has been identified, add them as the customer representative. See Customer Representative Cuba processing help.

If a solicitor is acting on behalf of an executor or an estate, add the organisation as the representative of the deceased parent or carer.

Customers may continue to get letters or statements associated with the case. These letters may name a deceased person. Although this may be upsetting; child support needs to tell customers of any retrospective changes to their assessment.

• Yes, see Table 4 in Notification of death - Child support
• No, see Customer contact following a death notification