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Letters and customer advices 111-14000000

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This page explains how to process incomplete letters, action Manual Follow-up (MFU) activities relating to letters and create manual letters.

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Work item and processing incomplete letters

Processing MFU activities relating to letters

Work item and processing incomplete letters

Table 1: the system creates a manual letter (ZIAM_MAN_ADV_REQ) work item when an auto letter could not generate.

Expand table

Step

Category

1

ZIAM_MAN_ADV_REQ - Manual Letter Required

Some activities may need a Service Officer to:

  • send a manual letter
  • add content to a started letter
  • report a 'Text not found' letter

Do not finalise an Advice (ADV) or Manual Follow-up (MFU) before working out the reason it was created.

For help, contact Local Peer Support (LPS).

To work out what to do in:

2

Process Direct - decide what action to take

To check the status of a letter, see Viewing or reissuing a letter or electronic message.

Decide what action to take:

  • Check the:
    • Document List (DL) screen
    • Activity history list (HAY) screen
  • Find the work item in the Activity details field
  • Select View details for the activity
  • Read the Notes section to find the event that triggered the activity. For example, 'E371NS: Unable to produce auto letter. Manual letter required.'

To process:

3

Customer First - decide what action to take

Decide what action to take:

  • Check the:
    • Document List (DL) screen
    • Activity history list (HAL) screen
    • Activity Details (AY) screen
  • Select the activity and view the Notes section. For example, 'E371NS: Unable to produce auto letter. Manual letter required.'
  • Complete the required action first. Do not finalise an ADV/MFU without working out the reason

To process:

4

Incomplete letter

Select the relevant system below.

Process Direct
  • Go to the History Summary (HS) screen
  • From the Letter history table, select the Edit letter hyperlink for the incomplete Generated letter. Select Next
  • The Manual letter edit screen displays
  • Complete all blank fields. Note: the letter will not generate unless all the fields are complete
  • Select Next, then OK to confirm the letter is saved
  • Select Print letter. The Print Letter (LP) screen displays
  • Select the print Destination and complete the Printer selection field
  • Select Print
  • The letter will be:
  • queued for central print, or
  • sent to the customer's myGov Inbox in 2 working days

Procedure ends here.

Customer First

Go to the Activity List (AL) screen. Select:

  • the ADV Letter Incomplete activity > Continue
  • when the Letter Display (LDC or LDT) screen displays, complete any blank fields with the correct details

For Customer First, select:

  • Continue to confirm the text
  • Next Page to scroll to the next page

For Customer Record, press:

  • [Enter] to confirm the text
  • [F8] to scroll to the next page

When all blank fields are actioned, key 'FIN' in the Command field to complete the letter.

The completed letter will be:

  • queued for central print, or
  • delivered to the customer's myGov Inbox in 2 working days

Procedure ends here.

5

Tell Help Desk, TEXT not found

These letters are incomplete because the letter is missing one (or more) paragraphs.

Report this to the ICT helpdesk via the Enterprise Outbound Communication (EOC) issue webform:

  • Go to mySupport
  • Search for:
    • 'Enterprise Outbound Communication (EOC) issue'
    • key words, such as SMS, email, messages, letters, communications
  • Complete the form and include the missing paragraph code in the issue notes
  • Submit the webform and note the receipt number

Processing MFU activities relating to letters

Table 2: a Manual Follow-up (MFU) creates when an activity on the customer’s record could not auto-complete and requires manual action by a Service Officer. This table lists the Online Advice (OLA) that Service Officers create. Service Officers must work out why the MFU was created before finalising the required actions. For help, contact Local Peer Support (LPS).

Expand table

Item

Category

1

Customer deceased. Claim and manual advice to new custodian (A002F1)

See Processing Manual Follow-ups (MFU) for Families.

2

E371NS - Unable to produce auto letter

Create a manual OLA when conflicting or sensitive activities have been completed on the customer's record. For example, the customer has been cancelled and restored in the same activity. The system cannot generate a letter to cover the scenario.

3

E372NS -Too many activities completed in one day

Create a manual OLA when an excessive number of activities have been completed on the customer's record. This is because the system cannot determine which letter to generate.

4

I048FY - Letter is suppressed due to child death - no auto letter

See Death of a family assistance, Double Orphan Pension (DOP) or Paid Parental Leave (PPL) child.

5

GCANCDAACD*Q079

Create a manual OLA - Q079 (Carer Allowance - Adult Care Receiver Dies) when an adult care receiver has passed away. This letter notifies that Carer Allowance can no longer be paid and includes details about Bereavement Payment.

6

GCANCDAGDU*Q255

Create a manual OLA - Q255 (For Death of Care Giver for CA - Child-single not partnered) when a single carer has died and to notify the executor of the final payment (or overpayment).

7

GCANLICOTH*Q999

Create a manual OLA - Q999 (free text) for cancellation reason 'OTHER'.

8

GCANNSSOTH*Q134

Create a manual OLA - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for cancellation reason 'OTHER'.

9

GCANPENBVP*Q134

Create a manual OLA - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for cancellation reason 'OTHER'.

10

GCANPENOTH*Q134

Create a manual OLA - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for cancellation reason 'OTHER'.

11

GCANPENVSM*Q334

Create a manual OLA - Q334 (Marriage or MLR: No longer requires PP or ptr details unknown) when a Parenting Payment Single is cancelled with reason 'Marriage Like Relationship' (VSM).

12

GREAPENBRC*Q486

Create a manual OLA - Q486 (Death partner, caree or child) when a partner, caree, or child has died. It tells the customer about the Bereavement Lump Sum and continuation of payments for the bereavement period.

13

GREJLICSOTH*Q999

Create a manual OLA - Q999 (free text) for rejection reason 'OTHER'.

14

GREJNSSOTH*Q134

Create a manual OLA - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for rejection reason 'OTHER'.

15

GREJPENAGE*Q134

Create a manual OLA - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for rejection reason 'OTHER'.

16

GREJPENOTH*Q503

Create a manual OLA - Q503 (Reject Bereavement Allowance) when a rejection reason of 'OTHER' has been used.

17

GSUSNSSOTH*Q134

Create a manual OLA - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for suspension reason 'OTHER'.

18

GSUSPENOTH*Q134

Create a manual OLA - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for suspension reason 'OTHER'.