Letters and customer advices 111-14000000

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:

• Process Direct, go to Step 2
• Customer First, go to Step 3

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:

• an incomplete letter, go to Step 4
• a ‘Text not found’ letter, go to Step 5
• a letter for a specific activity type, see Table 2

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:

• an incomplete letter, go to Step 4
• a ‘Text not found’ letter, go to Step 5
• a letter for specific activity type, see Table 2

• 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.

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.

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

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

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.

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.

See Death of a family assistance or Paid Parental Leave scheme child.

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.

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).

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

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

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

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

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).

Create a manual OLA - Q014 (Crisis Payment) when the customer's claim for a Crisis Payment has been granted or rejected.

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.

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

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

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

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

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

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