General debt raising information 107-04010000

Go to the Document List (DL) screen. Locate any DOC related to the undetermined debt:

• find the DOC titled Debt Investigation (if available). The information:
• may help as a starting point
• is an estimate at a point in time
• consider other factors that may impact the debt outcome, for example:
• the presence of limiting dates
• other waived or determined debts on the Debt List (OPDL) screen where any date overlaps the undetermined debt
• manual and automatic adjustments, etc.
• follow Business As Usual (BAU) debt investigation and raising processes
• see Using the correct date of effect when raising debts

Check the debt. See:

• Debt investigation
• Debt identification
• Calculating Centrelink entitlements and gathering information when investigating debts

Check the debt is accurate, see Step 1 in Table 1 of Debt raising support for customers.

See:

• Raising debts of Advance Payments
• Paid Parental Leave (PPL) and Dad and Partner Pay (DAP)
• Raising Assurance of Support (AoS) debts
• Child care debts
• Debt arising from Family Tax Benefit (FTB) reconciliation
• International Social Security Agreements
• Specific cause of debt raising
• Raising debts for students and Australian Apprentices
• Raising ISP debts for customers granted PPL and DAP

Go to Step 3.

Action the undetermined debt if the debt is on the Debt Management and Information System (DMIS):

• if a debt is recorded on the host system, but not yet on DMIS:
• first action the negative adjustment, and
• then action the undetermined debt on DMIS
• if there is no debt, create a new debt record manually on DMIS

Record a DOC for all completed debts. The DOC must contain:

• details of the debt:
• the decision itself
• the Act/Guide reference upon which it is based
• the reason for making the decision, including detail of information viewed when making the decision, and
• the reason waiver is not appropriate
• 10% recovery fee (where applicable)
• evidence and calculation sheets used to determine the debt

For more information, see:

• Calculating Centrelink entitlements and gathering information when investigating debts, and
• Recording reasons for decisions

Mark documents placed on file in relation to a debt 'Overpayment - Do Not Destroy'. See Storing scanned documents.

See Step 1 in Table 2.

See Sending Account Payable letters.

See Changing account details on debts raised in the Debt Management and Information System (DMIS).

Make tax adjustments of the customer's tax details, if required. See the Resources page for further information.

Avoid common tax adjustment errors

Use the correct benefit type for the entire debt period:

• raise separate debts if the customer received more than one payment type
• action individual tax adjustments via the Component Amount (OPCA) screen

Check multiple debts are not raised for the same period and benefit type. This prevents the tax system using the total amount to adjust the Payment summary:

• examine the debt(s) when a previous debt is manually deducted from a system based calculation, and
• offset the part of the debts which overlap

Check component(s) breakdown against overpayment calculations on OPCA. Ensure the correct payment components are used.

Check that the OPCA reflects the payment's correct breakdown of periods for financial year in OPCA. Update the component amounts if they are incorrect.

For payments where the entitlement falls within one financial year, but is paid in the following financial year, code the OPCA screen using the tax year dates in which the payment was paid. The OPCA screen has tax logic and will generally determine this.

For compensation charge debts:

• check the OPCA screen
• make sure the debt is correctly apportioned by component and the financial year when the Compensation Affected Payments (CAPs) being recovered were received
• check the delivery dates on the Payment Summary (PS) screen to determine payments made by tax year
• incorporate the arrears payment into the financial year the payment was made. See Processing Manual Follow-up (MFU) tax activities for compensation debts

Complete Quality On Line (QOL).

Start the 'request for refund' process if the customer is deceased.