Actioning broken agency recovery arrangements 107-05040050

Arrangement can be made to recover a debt from the customer's DVA payments. Services Australia will receive payments electronically every 3 or 6 months. If the customer stops receiving a DVA payment, DVA will advise the agency.

Similar arrangements are available for customers who live in New Zealand. Under the Social Security Agreement between Australia and New Zealand; MSD in New Zealand arranges the recovery. International Services (CIS) are responsible for debt recovery requests and reconciling transfer of funds between MSD and the agency.

A payment arrangement is broken if the payment is more than 21 days late.

There are cases where DVA customers elect to receive their Social Security payments through DVA instead of the agency. DVA manages recovery of the customer's Social Security debts. The debts are passed-on to DVA and become their responsibility. They are not agency recoveries as described in this procedure.