Sending Account Payable letters 107-04010030
System related issues and support requests
Service Officers seeking to report systems issues on behalf of a customer or themselves should:
- go to mySupport
- Search using key words, error message or application name and select the relevant webform
- complete and Submit the webform taking note of any receipt or reference code produced
Examples of Account Payable letters
General Account Payable letter - informal
General Account Payable letter - formal
Manual Account Payable (Q417) letter – Using arrears outside the overpayment period to offset the debt
FAO Reconciliation Account Payable letter - informal
FAO Reconciliation Account Payable letter - formal
FAO Re-reconciliation Account Payable letter - informal
FAO Re-reconciliation Account Payable letter - formal
FAO non-lodger Account Payable letter (nominee version) - informal
FAO non-lodger Account Payable letter (nominee version) - formal
Examples of Account Payable letters for deceased estate
Q421 deceased recovery letter - FTB
Q080 deceased recovery letter - All other payments
Free text on the Account Payable letter
Table 1
Item |
Description |
1 |
System generated text on the Account Payable letter The system generated text on the Account Payable (OPAOD) screen is mostly unprotected. This allows the user to give a more suitable reason for the debt, where appropriate. The debt reason is mandatory. Ensure it is keyed in the free text area on the OPAOD screen. Table 2 contains debt reasons, debt reason codes and examples of default text that the system will generate. When the system generates text, the below message will show:
Check the system generated text and amend customer information and/or dates so it is correct. For example, the date populated in the system generated text for incarcerated customers will need to be changed from the debt DOV to the date the customer was incarcerated. A decision maker may consider the tone of the default text is not appropriate for a particular case. Staff must check that the default text is appropriate in the circumstances and apply the plain English principles when entering free text, see Step 2. If the default text is correct and considered appropriate, do not alter. See Table 3 for examples on how to apply plain English principles. |
2 |
Plain English principles for keying free text on the Account Payable letter Add a few lines of text to <DEBT REASON> explaining why the debt occurred. Note: the debt period is now auto-populated under Details of your debt with us. Do not add the debt period in the free text field. Use simple empathetic language. When adding the reason for the debt, apply these principles:
Note: the system generated text is a basis for the letter. Staff must add the relevant customer information, such as the name of the employer or the period of employment. Where the system generated text is determined to be sufficient, do not alter the text. |
3 |
Text abbreviations The date format to use in the Account Payable letter is DD Month YYYY. Correct the abbreviations of months in account payable letters to show as ‘JAN’, ‘FEB’, ‘MAR’. |
Endorsed plain English text for the Account Payable letter Debt Reason field
Note: if no plain English text is available, use the Debt Action Script default text without the debt Start and End dates.
Debt reason - Income
Table 2
Debt reason - Studies
Table 3
Debt reason – Dependent children / students
Table 4
Debt reason – Qualification or Payability
Note: depending on the debt type, not all options will display.
Table 5
Debt reason - Miscellaneous
Table 6
Debt reason - Obligation
Table 7
Debt reason - Advances
Table 8