Skip to navigation Skip to content

Adding, changing or removing a service reason for Income Management 043-23113007

Expand/Collapse all sectionsExpand all



For Program Support Managers only

This page contains the process for Program Support Managers to add, change or remove a service reason.

On this page:

Adding or changing a service reason

Setting up a new service reason

Notifying a business of changes made

Ending a service reason for an Income Management agreement

Adding or changing a service reason

Expand table

Step

Action

1

Search for a business

To search for an Income Management business:

  • Search for the business on the Organisation Name Search (ON) screen in the B environment
  • Complete the following fields including only the new service reason in the Svc Rsn: field:
    • Act: Add
    • Source: LIA
    • DOR: T
  • Search for the business by adding details to the Organisation name: field
  • Press Continue

Note: use the help '?' for information on the fields.

2

Organisation Details (ORD) screen

Select Continue to confirm the service reason and business.

3

Organisation Task Selector (OTS) screen will display

Select the following screens from the OTS screen:

  • Organisation Name (OND) screen
  • Organisation Contact (name/phone/address) (OSCS) screen
  • Organisation Address (ADS) screen
  • Agreement details (OSAS) screen
  • Bank details (Income Management only) (OSBS) screen
  • Additional Properties (OAP) screen

Note: where details are already input on these screens, make sure details are current and correct.

  • Press Continue

4

Organisation Name (OND) screen

Check and verify names are correct:

  • Add name or update details as required
  • Press Continue

5

Organisation Contract Summary (OSCS) screen

Select the radio button for the appropriate contact the new service reason should be applied to:

  • To update existing contact details, select Modify Contact
  • If a new contact is required for the new service reason, select Add contact

6

Organisation Contact Detail (OSCD) screen

On the OSCD screen, update or add the contact details for the new service reason:

  • Press Continue

The OSCS screen should now show the updated details.

  • Press Continue

7

Address Summary Screen (ADS) screen will now display

Confirm address details are current

Press Continue.

8

Agreement details (OSAS) screen - coding the Business Agreement

The OSAS screen will display any existing Business Agreements (BA). A BA must exist for the relevant programme for a new service reason to be added.

To code a new BA (required when no business agreement exists), go to Step 9.

To code an additional service reason to an existing agreement:

  • 'S'elect the correct Agreement and press [Enter] to go to the Org Service Agreement Details (OSAD) screen
  • On the OSAD screen:
    • Svc Rsn: field, add a service reason
    • Start Date: field, change to today's date
    • Action: field, code 'I'
  • Press Continue

Go to Table 2.

9

Code a new Business Agreement

'S'elect the newly added service reason (that is, the one with no Agreement ID):

  • Press [Enter] to go to the Org Service Agreement Details (OSAD) screen
  • On the OSAD screen:
    • Check that the new service reason has defaulted to this agreement, or
    • Svc Rsns: field, add the service reason
    • Insert the output method/format
    • Action: field, code 'I'
  • Press [Enter]

The OSAD screen will redisplay with an error message E401PI 'No code for ECX Org: Enter value or PF5 for Auto Allocate'. Press [Enter] to flow through this.

The OSAD screen will redisplay and will still have the error message. Press [Enter] again to flow to the next screen.


Setting up a new service reason

Expand table

Step

Action

1

Organisation Service Fee Details (OSFD) screen

There are no transaction fees for Income Management deductions.

Make sure this is set to zero and no fees are linked to the new Income Management service reason.

Press [Enter].

Go to Step 2.

2

On the Organisational Service Bank Summary (OSBS) screen

Select the relevant service and press [Enter].

On the Org Bank Service Bank Details (OSBD) screen for current bank accounts, add the new service reason in the appropriate field.

Select for new accounts input bank account details and set Report Delay Code based on Business Application or written advice from business. For delivery by:

  • Electronic Data Transfer (EDT):
    • Daily (preferred)
    • Weekly
    • Fortnightly
    • Monthly
  • Mail:
    • Weekly
    • Fortnightly
    • Monthly

Do not code the End Date: field, for a business unless suspending access or withdrawing approval. This action would unlink all customers from the record.

  • Update the Source:, DOR: and Action: fields. Press Continue. The screen will be displayed again with the expanded financial institution codes so details can be checked
  • Press Continue and select Additional Service Reasons to update from the OSBS screen if required. Note: different bank details can be entered for different service reasons
  • Once bank account details for all service reasons have been updated, press Continue. This may need to be pressed a number of times until the Additional Properties (OAP) screen is displayed

Go to Step 3.

3

Additional Properties (OAP) screen will display

Update details as required.

Press Continue.

The Activity List (AL) screen should now show the activity as completed:

  • If activity is not complete, select and finalise on the Assessment Results (AR) screen
  • Record a DOC with the details of the activity

Go to Step 4.

4

Activate new service

Activate new service for the business in Registration and Access Management for Business (RAMB).

Businesses with existing Income Management service reasons will not require additional updates in RAMB. These will be automatic based on existing service reason details.


Notifying a business of changes made

Expand table

Step

Action

1

Sending the business a letter to advise of the changes made

Letters are to be used to notify business about changes to their details:

  • Q848 - change in circumstances. Send this letter where additional changes have been made including contact detail updates
  • Q771- change in service reason

See Issuing Online Advice (OLA) letters to Third Party Organisations (PTO).

2

Record details

Document all details regarding the lodgement and processing of the new request on the organisation record.


Ending a service reason for an Income Management agreement

Expand table

Step

Action

1

Access the business record

In the following fields:

  • System, select 'ISS'
  • Env, key 'B'

Enter the business record using its Customer Reference Number (CRN). Conduct a search for the business if its CRN is unknown.

Note: for Income Management, if the business has customers attached to this specific service reason, it is important that a bulk transfer of these customers to a new approved service reason be done before ending the old service reason.

2

Access the Organisation Task Selector (OTS) screen

Access the OTS screen in the organisation record and 'S'elect the following fields:

  • Agreement Details (OSAS) screen
  • Bank Details (OSBS) screen

Select Continue.

3

Coding the Organisation Service Agreement Details (OSAD) screen

On the Organisation Service Agreement Summary (OSAS) screen:

  • 'S'elect the appropriate agreement for the business
  • Press [Enter]

On the OSAD screen:

    • Start Date field, code the date the service reason is to cease
    • Svc Rsns field, delete the service reason by deleting each letter or overtyping with the spacebar
    • Source and DOR fields, complete and code an 'I' in the Action field
    • Press [Enter]. The system will display a warning W009PI 'Associated deductions will be terminated if SR not relinked PF2'

Press [Enter] to return to OSAS screen. If necessary, update other agreements recorded

    • Press [Enter] until the Organisation Service Bank Summary (OSBS) screen is shown (for Income Management only)

4

Coding the Organisation Service Bank Details (OSBD) screen

On the Bank Details (OSBS) screen, 'S'elect the bank account for the service reason(s) to be deleted.

On the OSBD screen:

  • Start Date: field, code the date the service reason is to cease
  • Svc Rsns: field, delete the service reason by deleting each letter or overtyping with the spacebar
  • Action: field, code 'I'
  • Press [Enter]. The system will display a warning W009PI 'Associated deductions will be terminated if SR not relinked PF2'
  • Press [Enter] and the OSBS screen will be shown again in case there is more than one bank account to be terminated
  • Press [Enter] again when complete or if no changes required

5

Finalise activity

Completed activity is shown on the Activity List (AL) screen.

Record details of service reason(s) changes on a DOC.