Child Support data has not loaded onto or is incorrectly affecting customer's record 277-51130120

A customer may advise that they have a child support assessment but the data is not present or is incorrect on their record.

Staff need to complete initial checks to:

• make sure child support data is showing on the customer’s record, or
• help the customer to apply for child support where appropriate

No Child Support data is present

Information transferred from Child Support via the data exchange may not be present on the customer's record if the customer or child matching process has not completed. This may not have occurred due to a mismatch between the information held by Centrelink and Child Support.

The following details, if recorded incorrectly, may cause a mismatch:

• spelling of the name of the customer or child
• date of birth of the customer or child
• address details of the customer or child

If personal details are incorrectly recorded by either Centrelink or Child Support, the Service Officer must correct the customer record and advise the Child Support Unit (CSU) via a Fast Note. CSU will then complete the matching process and request that Child Support retransmit the data. See the Process page.

Child Support data is present but is incorrect and has resulted in an incorrect debt

If an FTB debt is raised due to a known system error, it may be suitable for a temporary write-off of the debt(s), pending the system error being corrected. This should only occur if the details of the system problem or issue has been published in Operational Messaging within the Operational Blueprint or in a Network News Update (NNU) bulletin.

Some updates made in the Child Support system will not automatically update the Centrelink system. These include:

• a child being incorrectly duplicated in the Child Support system. Child Support will cancel the duplicated record, but this will not remove the duplicated record from the maintenance group on MNGS
• when a non-agency payment (NAP) is coded by Child Support and later cancelled in the Child Support system, the NAP will not automatically be removed from the MNGP screen

For all scenarios where something has been cancelled in the Child Support system and has not updated in the Centrelink record, the record will need to be referred to the Centrelink Payments Support Team (CPST) via mySupport.