Single Touch Payroll (STP) - Match outcomes 277-24011656

To navigate to the STP Mismatch List page open the Organisation window > Reconciliation > STP Mismatch Submissions

This will display the STP Mismatch List. Any exceptions will be displayed here.

Select a row with the Submission Lodgement Status EXCEPTION ERROR.

Note: where there is more than one pay date with exception errors, select the oldest first.

• Highlight the EXCEPTION EROR submission in the STP Mismatch List window
• Select Go to open the STP Mismatch Summary page

To open the Match Outcome:

• highlight a customer from the Customer STP Payevent Details
• select Mismatch

The Match Outcome and Match Score will display in the Employee details box.

Possible values in the Match Outcome are given a Match Score.

• M (Match): The Match Score for this outcome will show as 80% in most circumstances. If it shows as 100% it has been added as a Known Match
• NM (No Match): Match Score will be blank in Cuba
• MM (Multi Match): Match Score will show as 80%
• AM (Alternate Match): Match Score will show as zero
• PM (Possible Match): Match Score will show as zero

Investigate all match outcomes other than M to make sure the reconciliation is correct.

Check the match outcomes in every instance there is a $0 actual amount and the Year to Date (YTD) has changed between the Reported YTD and Previous YTD amount.

This indicates that derivation of the actual deduction amount has not occurred, which may be due to a mismatch outcome.

For:

• match score NM, go to Step 2
• match score M, go to Step 3
• match score MM, go to Step 4

Note: not all $0 actual amounts reported are due to a mismatch outcome. Other issues, such as an employer reporting a s72A garnishee as Employer Withholdings (EW) deduction, can produce this outcome.

If the employer is reporting in the incorrect deduction field, contact the employer to ask them to update their reporting. See Table 4, Step 11 in Single Touch Payroll (STP) - Employer reconciliation.

This means the name and/or the tax file number (TFN) have not matched, and investigation is needed and escalation via an SSO to site PSM is required.

Check the employee mismatch details, listed in the Employee Mismatches window for:

• The name of the employee is different to the name in the submission
• No valid TFN reported for this employee
• No TFN reported for this employee

For information about employee mismatches, see Table 3 in Single Touch Payroll (STP).- Employer reconciliation.

A mismatch can occur even though the:

• Match Outcome is M, and
• Match Score is 80%

The Mismatch Detail message may state ‘The name for the employee in Cuba is different to the name in the submission’. As the outcome is M and the Match Score is 80%. This indicates the customer has been matched.

Examples can include:

• First name in Cuba is Gregory and STP Given Name is reporting as Greg
• First name in Cuba is Kerri and other given name is Anne. STP Given Name is reporting as Kerri-Anne

A match outcome of MM indicates the employee name reported in the STP submission matches more than one Cuba profile.

This means that it matches more than one profile in Cuba and further investigation is needed and escalation via an SSO to site PSM is needed.

Investigate all match outcomes before setting the STP submission to READY FOR ERR.

Compare the information in Cuba against the STP pay event submission.

From the Organisation Window > Reconciliation > STP Mismatch Submissions. This will display the STP Mismatch List window.

Highlight the pay date select Go > STP Data Submission. This will display the STP Data Submission List.

From the STP Data Submission List highlight the pay event with the Submission Lodgement Status of EXCEPTION ERROR from the list. Go > View STP Detail List.

This window displays the STP pay event information submitted by the employer and lists the TFN, Surname and Given Names for all customers submitted for that pay date.

Check the following STP information against the information recorded in Cuba:

• STP reported TFN
• STP reported Surname
• STP reported Given and Middle Name

Also check if the customer has a preferred name or alias in Cuba.

Compare the STP pay event information, to identify if the:

• STP record was correctly matched or
• match outcome needs changing
• if the match outcome needs to set to a known match, go to Step 2

Note: if the customer has an alias, refer to an SSO to determine if the customer should be linked. EW does not accommodate aliases as the legal notice issued to the employer must be correct.

Where the investigations confirm the STP pay event should be matched to the customer, the match outcome can be changed by escalating the request to an SSO.

The SSO escalates the match request via their site PSM to National Intensive Collection Services (ICS) via email using the below template.

Subject line: Set Match Outcome to ‘Known Match’

Include the following information:

• Customer last name
• Customer First name
• Customer TFN
• Customer Payroll ID
• Employer Name
• Employer ABN
• Pay date in which the customer was mismatched
• Submission ID
• BMS ID – Located in the View STP List Window

Note: staff in ES must not update customer legal names in Cuba. If follow up is required, create a GENERAL FOLLOW UP intray on the customer.

National ICS will complete a review of the information and forward the completed template to Child Support Program for consideration.

The Child Support Program team will review the match request and email National ICS if additional information is required.

If all details are confirmed, Child Support Program will notify National ICS that the request has been sent for matching.

The match request will be actioned by ICT and the Match Outcome will be changed to ‘Known Match’.

Any future STP submissions from this employer for this customer will

• be automatically matched
• show as Match Outcome M
• have a Match Score of 100%

No retrospective changes will be made to the previous STP submissions.

Updating a customer to the Known Match List (KML) can take up to 2 days to action.

Check the next STP submission for correct derivation of the actual deduction amount once the Employee mismatch window has a

• match outcome of M, and
• match score of 100%

If a customer changes employers their match outcome may be different with the new employer. This is because every STP submission is matched based on the information the employer submits for each pay event.

A match outcome of M is not appropriate where:

• an employer has made an error with recording a TFN and customer details
• an intertwined record in Cuba is identified
• a compromised TFN is identified

To investigate the match outcome, go to Step 2.

Check the following STP information against the information recorded in Cuba:

• STP reported TFN
• STP reported Surname
• STP reported Given and Middle Names

Check if the customer has a preferred name or alias in Cuba.

If needed, contact the employer to confirm the customers details.

For any intertwined, compromised or duplicate TFN issues or concerns, see TFNs explained information user guide and where applicable, complete the Duplicate TFN template.

ES must not update a TFN in Cuba. Refer the customer to Solutions Gateway Team (SGT), see Customer Referral Guidelines (CRG) > SGT referral >Potential identity mismatch.

If the relationship with the customer match needs to be ended, go to Step 3.

Where the investigations confirm the STP pay event should not be matched to the customer, the match outcome can be changed by escalating the request to an SSO

The SSO escalates the request via their site PSM to National Intensive Collection Services (ICS) via email using the below template.

Subject line: Set match outcome to ‘Known Mismatch’

Include the following information:

• Customer last name
• Customer First name
• Customer TFN
• Customer Payroll ID
• Employer Name
• Employer ABN
• Pay date in which the customer was mismatched
• Submission ID
• BMS ID – Located in the View STP List Window

National ICS will complete a review of the information and forward the completed template to Child Support Program for consideration.

The Child Support Program team will review the request and ask for extra information if needed.

If all details are confirmed the request will be actioned by ICT and the match outcome will be changed to ‘Known Mismatch’.

Any future STP submissions from this employer for this customer will:

• not be automatically matched
• show as Match Outcome NM
• have a Match Score of 0

Retrospective changes will not be made to the past STP submissions.

After a match outcome change to NM any following submissions will contain the incorrect derived amount. The Actual Amount will show as $0 even if the YTD has changed.

If a customer changes employers their match outcome may be different with the new employer. This is because every STP submission is matched based on the information submitted for each pay event.