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Single Touch Payroll (STP) - Issue management 277-24011649

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This document explains the process for staff in Employer Services (ES) when investigating STP pay event submissions with exceptions and reporting issues.

Managing STP exceptions

The Digital Gateway (DG) process STP information before it is displaying in Cuba. A Services Officer may need to investigate and manually action the STP information to:

  • assign a CSRN
  • merge split submissions
  • review YTD through STP Historical Information
  • investigate reporting anomalies, and
  • escalate issues to National ICS

Roles and responsibilities

Service Officer

  • Investigate and action STP pay event exceptions

Service Support Officer (SSO)

  • Refer STP reporting issues to National ICS via Program Support Manager (PSM)

Program Support Manager (PSM)

  • Analyse escalated issues and liaise with SSO, if required
  • Lodge mySupport form for Cuba issues and refer SD Number to National ICS

National Intensive Collection Services (National ICS)

  • No ABN Report
  • Referral of STP Reporting Issues to Child Support Program

Employer withholding reciliation and top up

Single Touch Payroll (STP) - Employer reconciliation

Hold auto reconciliation and Single Touch Payroll (STP) auto reconciliation

Single Touch Payroll (STP) - Match outcomes

Single Touch Payroll (STP) - Update events