For Child Support Unit (CSU) Smart Centre Processing staff
Intranet links
mySupport
ICT Security Portal (ISP):
- request access to the External Customer Matching (ECM) suite of screens via the ICT Security Portal by selecting the resource under the 'Mainframe Applications > Income Security' subcategory
- a taskcard is available in mySupport on how to request access to a CDE role or resource
Troubleshooting
Table 1
Item | Description |
1 | CIN must be 9 digits A CIN must be 9 digits to search on External Customer Matching List (ECML). To find an ECML record when the CIN for a customer and/or child is known, add zeros before the CIN so it is 9 digits long. E.g. if the CIN is 12345, search for CIN 000012345 on ECML system. Using less than 9 digits, will not result in any records found on ECML. |
2 | Incorrect CIN linked to Centrelink record If an incorrect CIN is linked to the Centrelink record, this will need to be confirmed by the Child Support Centrelink Liaison Unit (CLU). When instructed by CLU to delete or reinstate a CIN: - To delete a CIN, go to CSA Customer ID Changes (CCC) > in Action:
- add a ‘D’ next to the CIN to delete
- enter source and DOR
- select Y or N to confirm
- To reinstate a CIN, go to CCC screen > in Action:
- add ‘S’ to select the CIN
- enter source and DOR
- select Y or N to confirm
Wait overnight before manually matching the correct CIN on ECML. If CLU has advised the Centrelink record is correct and no further action is needed but the outstanding CIN still needs action (e.g. the CIN is a duplicate record in Pluto): - The CIN is not to be matched to a customer’s Centrelink record
- The CIN needs to be cancelled in Customer Record
- Manually search for the CIN/XRN in Customer Record/ECML
- On the ECML screen, add X in the box. This will cancel the request
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3 | Error Message (E035C3/E018C3): customer record is unable to be matched due to the record already having an XRN The XRN (CIN) needs correcting in ISIS or Cuba depending on the match. Refer directly to CSU SSO for help. Record this information in the ECML processing spreadsheet. |
4 | Actioning multiple ECML entries for the same CIN This is an issue with CSE transactions. ICT have identified a problem with CIN’s where there are 14 or more pending transactions. If each outstanding transaction is actioned (Match or No Match) it causes the cancelation of all ECML activities in the data file transfer for that day. This results in the data having to manually re-input by ICT. Workaround For CIN’s that have more than 14 outstanding transactions: - Identify any duplicate CIN transaction with status of STA, REG or RST
- Cancel all old transactions except for the most recent date received. To cancel a transaction code X and press [enter]
- Update the remaining transaction as Match or No match, see Table 1 on the Process page
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5 | Check if CIN is linked to more than 1 person Search via the RNS screen - Customer ID: XXXXXXXXX
- Client Department: CSA
- Id Type: CIN
- Search National index: Y
- Next screen: PED
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6 | June 10 CIN identified Prior to June 2010, CINs commenced with either 000 or 0000 June 10 CINs data will not match on ECML and need to be deleted as they prevent the correct CIN from being received. Once the June 10 CIN is deleted, the new CIN is sent via the data exchange. e.g. a child may have had a CIN prior to June 10 and now claiming as an adult will have a new CIN To delete CIN, go to CCC screen - Place a 'd' next to the June 10 CIN
- Source: EXT Date: todays date
- Confirm delete: Place Y
- Finalise activity on AR
- Notes: Deleted June 10 CIN
In Pluto, complete a refresh by going to External Info and clicking Centrelink Refresh. In Customer First, create a manual review on the Review Registration (RVR) screen to check if CIN has transferred from Child Support: - Service Reason: FTB
- Review Reason: select most appropriate reason
- Due Date: 5 days from today's date
- Source: INT
- Date of Receipt: today's date
- Notes: June 10 CIN delete, Centrelink refresh in PLUTO (date) check to see if CIN is now displaying correctly on CCC
- Keywords: REVDUE
- Workgroup: leave blank
- Position: leave blank
- Transfer to Region: leave blank
In the ECML Processing Form - Match result: Not Matched
- Escalation required: No
- Match Error: Known issue June 10 CIN
- Additional details: deleted CIN for known June 10 issue
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Match determination
Table 2: this table provides the match outcome rules based on business rules.
Matched XRN | Matched CRN | Matched Child Details | Matched within the Family Unit | Match Outcome result |
Y | Y | Y | Y | Y |
Y | Y | Y | N | N |
Y | Y | N | Y | N |
Y | N | Y | Y | Y |
Y | N | N | Insufficient details to match | N |
N | Y | Y | Y | Y |
N | N | Y | Insufficient details to match | N |
N | N | N | Insufficient details to match | N |
N | Y | N | Insufficient details to match | N |
Child matching Manual Follow-ups (MFUs)
Table 3
Item | Description |
1 | Customer CRN/CIN mismatch Key: A026MN Keywords: CSACARE or CLKCARE or MURSH, MAI, CSU Error transaction received from Child Support due to a customer CRN. |
2 | Customer is not mutual Key: A027MN Keywords: CLKCARE, CSACARE, MAI, CSU Error transaction received from Child Support as the customer is not a mutual customer. Contact Child Support to verify. |
3 | Child with this CRN/CIN combination is not found linked to the customer Key: A028MN Keywords: CLKCARE, CSACARE, MAI, CSU Error transaction received from Child Support due to a Child CRN, Child Support Id Number combination not found linked to the customer. Contact Child Support to verify. |
4 | Child with this CIN is linked to another customer Key: A029MN Keywords: CLKCARE, CSACARE, MAI, CSU Error transaction received from Child Support as a child was found but has a different Child Support Id Number to what was on the transaction. Contact Child Support to verify. |
5 | Child CRN not linked to this customer Key: A030MN Keywords: CLKCARE, CSACARE, MAI, CSU Error transaction received from Child Support as a child was found but the Child Support Id Number exists on another customer. Contact Child Support to verify. |
6 | Customer CIN not found on Child Support system Key: A031MN Keywords: MAI160 , MAI,CSU Error MAI160 received from Child Support as the customer Child Support Id Number was not found on the Child Support system. Contact Child Support to verify. |
7 | Customer CIN not unique Key: A032MN Keywords: MAI160, MAI, CSU Error MAI160 received from Child Support as the customer Child Support Id Number is not unique. Contact Child Support to verify. |
8 | Customer CRN does not match Key: A033MN Keywords: MAI160, MAI, CSU Error MAI160 received from Child Support as the customer's CRN does not match. Contact Child Support to verify. |
9 | Child CRN/CIN combination not found Key: A034MN Keywords: CLKCARE or CSACARE Error CSACARE or CLKCARE received from Child Support as the Child CRN/CIN combination cannot be found. |
ECML email template - Multiple Child Support records
Table 4
The email classification for this email must be: OFFICIAL – Sensitive – Personal privacy
Using this classification will ensure the email meets the agency’s Security Marking rules for sending emails containing personal information.
Field title | Text |
Subject heading: Put this text into the subject line of the email. | CLU assistance required – CRN xxxxxxxxxx |
Case | <Case number> |
Carer 1 | <Name> |
Carer 2 | <Name> |
Third party carer: | <Name> or <N/A> |
Child(ren) | <Name(s)> |
CLNK issue: Data matching required Multiple/Duplicate CIN enquiry | Multiple Child Support records identified as follows: Centrelink record NAME: DOB: CRN: CIN: LINKED/NOT LINKED Child Support 1 NAME: DOB: CSRN: CIN: CRN: 2 NAME: DOB: CSRN: CIN: CRN: Please follow up and respond with outcome Kind Regards, |
CS response | |
CLNK action required | |
Contact Details
Centrelink Liaison Unit (CLU)
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