Finalised 'no debt' (FND) or 'zeroing' debts that are not legally recoverable 107-05110010

Check if the debt should be:

• FND
• raised, or
• waived

To finalise an Child Care Subsidy (CCS) Undetermined Debt Activity (UND) as 'finalised no debt' in Process Direct, see Raising Child Care Subsidy (CCS) debts in Process Direct.

Should the debt be finalised 'no debt' (FND)?

• Yes, go to Step 2
• No, see Table 2 in the Actioning an undetermined debt on the Debt Management and Information System (DMIS)

Note: smart centre staff are to follow this procedure when the UND generates due to restoring ABSTUDY Schooling A payments.

Use the Debt Assist workflow to FND the debt.

Go to Step 3.

From the Process Direct Landing page, select Customer Summary:

• key the customer's CRN, select Go
• in the Super Key, key START
• from the Task Selector, select Debt Assist workflow

The Debt Summary screen will show all:

• undetermined debts
• determined debts, and
• finalised debts

From the Debt Information Overview:

• select the undetermined Debt ID to be FND. Note: the Debt Assist workflow can only be used to FND an undetermined debt
• select Next

Does the confirmation question present 'Have you checked the debt is not suitable to be raised or waived, and confirm the debt is to be Finalised No Debt’?

• Yes, go to Step 6
• No, go to Step 5

If the confirmation question does not show after a debt is selected, this may indicate the workflow is already in progress. The workflow will go to the Circumstance Data screen.

Investigate the previously started transaction to confirm the debt is to be FND.

If staff exit the workflow and need to return to continue processing the debt, the Transaction ID must be visible at the top of the screen:

• if the Transaction ID does not show:
  • in the record, select the Transactions icon > All transactions
  • select Transaction ID hyperlink
• select Process
• select Next on the Errors (SWE) screen
• when the confirmation question shows, select Next

Note: if the confirmation question does not show, the transaction cannot be finalised in Process Direct, see Handover function in Process Direct, Customer First and Customer Record.

Go to Step 6.

To view debt information details, select View details.

Respond to confirmation question

'Have you checked the debt is not suitable to be raised or waived, and confirm the debt is to be Finalised No Debt'?

• Yes:
  • select Next
  • go to Step 7
• No:
  • a warning will appear advising 'You cannot proceed to Finalise No Debt'
  • procedure ends here

The following fields will auto populate and cannot manually be updated:

• Debt ID
• Debt status
• Date of event
• Debt start and end dates
• Legislative authority
• Estimated amount
• Calculated amount

Note: the calculated amount will be automatically set to $0.00 as FND has been selected.

Confirm the details are for the correct debt.

The Benefit type field will auto populate and can be manually updated.

To update, select the appropriate Benefit type from the dropdown menu.

Note: the legislative authority will automatically update to the appropriate Act depending on the Benefit type selected.

The source activity will auto populate the start and end date of the debt.

Select the appropriate reason from the dropdown menu:

• COD - Incorrect coding
• EXP - Excess payment
• FAM - Families
• MUL - Multiple debt activities. If MUL is selected, the relevant sub-category must be selected:
  • Internal transfer debt - What benefits did the customer transfer to?
  • Multiple debt amalgamation - What is the debt ID that the debt will be amalgamated into?
  • DVA transfer
• NDC - No Debt Calculated
• NHL - NOHL Date of Event
• PRS - Payment restored
• RTN - Direct Credit Recall. If RTN is selected, the date the payment was returned field must be completed:
  • What date was the payment returned?
• SCO - Scholarship Offset
• SYS - Bulk reassessment
• TPD - Third-party debt. If TPD is selected, the third-party Customer Reference Number (CRN) must be keyed into the Third-party reference field.
  Note: the third party reference number will show in Additional reference

For further explanations on the reason, see the Resources page.

Key additional details in the Debt activity description/notes field:

• Project code is optional
• Additional reference is mandatory for the following debt codes:
  • AVT
  • DRA
  • EMG
  • ERG
  • EXG
  • AGP
  • XGO
  • XGR
  • AGD
  • XGD

Note: these details will be included in the Finalisation Note, except for the third-party reference number. Additional reference details will present on the Debt Details screen.

Select the appropriate options for the Document list (DL) document properties fields from the dropdown menu:

• Who Contacted
• Source
• Channel
• Select Next.

To finalise the transaction:

• address any errors/warnings shown on the Errors (SWE) screen
• select Assess
• confirm outcome is correct on Debt Finalisation screen
• select Finish
• record any additional details of the update, assessment and decision in the Finalisation Note on the Finalise screen. Note: for third party debts, do not include the CRN or other identifying details in the Finalisation Note
• select Finalise to complete the transaction

There is no manual tax adjustment if the UND debt has been FND.

Note: If transaction cannot be finalised in Process Direct, see Handover function in Process Direct, Customer First and Customer Record.

Where the UND has been caused by incorrect coding:

• leave constructive feedback for the staff member responsible for the initial incorrect coding that created the UND
• where possible, include guidance on corrective action and which references apply
• see the Resources page for a link to the Staff Feedback Tool