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Recalled payments not received by Services Australia 107-04010130

This document outlines the process to follow when a recalled payment is missing or if there is a payment discrepancy.

Referring an enquiry to Treasury or Debt staff to locate a missing payment

Step	Action
1	Contact financial institution Has a Request for Refund (RFR) letter already been sent? Yes, go to Step 2 No, see Request the return of a payment made to an incorrect recipient
2	Financial institution response Has the financial institution confirmed they have returned the payment? Yes, and it was returned by: cheque, go to Step 3 direct credit, go to Step 4 No. Follow Actioning third party debts to determine the appropriate next steps where the financial institution has: not responded, or advised they are unable to return the funds
3	Paid by cheque Send a QSS40 letter to the financial institution to confirm the: date the agency presented/banked the cheque amount of the cheque cheque number BSB and account number, and address the financial institution posted the cheque to To create the QSS40, see Creating a manual letter or Online Advice (OLA), or seek help from Local Peer Support (LPS). The QSS40 must be sent to the same address as the RFR letter. If the letter is not available to view, search for the financial institution address using the CODES screen in Customer First. DOC this action on the customer's record and in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: DMN Review Reason: REV Due Date: 28 days from today's date Source: INT Date of Receipt: today's date Notes: 'Provide the details to the Debt Finance Team.' Keywords: 3RD Workgroup: leave blank Position: leave blank Transfer to Region: leave blank The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. When the QSS40 is returned, provide the details to the Debt Finance Team.
4	Paid by EFT Send a QSS40 letter to the financial institution to confirm the: exact date payment was remitted to the RBA GDES Returns bank account 219516 bank account where the payment originated, BSB, account number and name of the account customer’s CRN quoted on the remittance (or full reference details), and amount To create the QSS40, see Creating a manual letter or Online Advice (OLA), or seek help from Local Peer Support (LPS). The QSS40 must be sent to the same address as the RFR letter. If the letter is not available to view, search for the financial institution address using the CODES screen in Customer First. DOC this action on the customer's record and in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: DMN Review Reason: REV Due Date: 28 days from today's date Source: INT Date of Receipt: today’s date Notes: 'Provide the details to Treasury Helpdesk.' Keywords: 3RD Workgroup: leave blank Position: leave blank Transfer to Region: leave blank The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. When the QSS40 is returned, provide the details to Treasury Helpdesk. Refer the enquiry to Treasury for further advice if: it is likely the payment went to a Services Australia - Centrelink account, and it is not in the RBA GDES Return bank account listed above If Treasury cannot locate the payment, ask them to try a wider search window. If Treasury still cannot locate the payment, request a full payment trace via the ICT helpdesk. If this is unsuccessful and as a last resort, contact the financial institution and request a payment trace.