Employer withholding (linking) Cuba Process Help 277-30010680

This document outlines the processes for Services Officers, Service Support Officer (SSOs) and Employer Services Officers (ESOs) to:

• request and process linking referrals
• delink customers from employer withholding (EW)
• removing invalid links from Cuba

SSO and ESO roles and responsibilities in removing invalid links from Cuba when previous links have not cleared properly

Service Officers

• Identify when Services Australia must set up deductions form a customer’s pay
• Contact the customer
• Identify the right employer
• Process Electing for EW not to apply
• Refer appropriate cases to Employer Services (ES)
• Request the ending of deductions from a customer’s pay

Employer Services Officers (ESO)

• Check the referral to ensure suitability for linking
• Give advice to Service Officers where the link is not appropriate
• Establish and maintain EW link at the request of a Service Officer
• Amend and end EW with the employer
• Reconcile payments received from employers
• Contact employers to follow up on missing payments or payments not matching the expected amounts
• Make decisions about the use of top up

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