Refunding debt repayments 107-05140030

Payment Systems

Debt Benefit Types

NSS

• Austudy (student and apprentice)
• JobSeeker Payment
• Youth Allowance (student, jobseekers and apprentice)

PEN

• Age Pension
• Carer's Payment
• Disability Support Pension
• Parenting Payment Single

FAO

• Child Care Benefit
• Child Care Rebate
• Family Tax Benefit

ISS

• ABSTUDY - ISS (in the Nxt field, key SVABY)
• Assistance for Isolated Children (AIC) - ISS (in the Nxt field, key SVAIC)
• Dad and Partner Pay - ISS (in the Nxt field, key SVDAP)
• Carer's Allowance - ISS (in the Nxt field, key SVCDA)
• Disaster Recovery Payment/Allowance - ISS (in the Nxt field, key SVAAA)
• Essential Medical Equipment - ISS (in the Nxt field, key SVMEP)
• Farm Household Allowance (FHA) - ISS (in the Nxt field, key SVFHA)
• Mobility Allowance - ISS (in the Nxt field, key SVMOB)
• Paid Parental Leave - ISS (in the Nxt field, key SVPPL)
• Pension Education Supplement - ISS (in the Nxt field, key SVPES)

Note: access ISS payment systems by keying the relevant code in the Nxt field

PGA

Parenting Payment Partnered

SHC

Seniors Supplement Payment

Exception name

Note found on AY screen

Deceased customers

Unable to action - deceased record

Display on access DOC multiple records

Process unable to continue for <CRN> because of multiple CRN issue

Multiple and intertwined records

Process unable to continue for <CRN> because of multiple CRN issue

Restricted access customer

Process unable to continue for <CRN> because CRN access is restricted

Activity has been submitted to QOL

Activity was selected for QOL assessment. Where activity is not completed, please correct any issues and finalise

Started activity on the Customer's record

Activity cannot be completed. Task already started by another activity for the client

Activity is unable to be completed/ finalised

Customer First Error when finalising: <CF Exception Message>

CIMS - Customer Incident Management

Process unable to continue for <CRN> because CIMS is displayed for the CRN

Current CRN/Activity ID combination exists in orchestrator

A transaction with the same CRN and activity ID has been processed recently (between <yesterday date and time> and <today date and time>)

High value debt team intervention required

Unable to action - 'Do not discuss debt recovery' DOA on record

Bankruptcy team intervention required

Bankruptcy team intervention required

SAP refund, intervention required

Unable to action - Processing of over recovered SAP debts is only undertaken by specialist teams

FAO debt, potential non-lodger

FAO debt, potential Non-lodger. Staff intervention required

Repayments less than debt total

Repayments made on debt are less than total for this debt. Staff intervention required

Interest charged is negative

The interest charged on debt amount is negative. Staff intervention required

Repayment made 12 months+ after debt finalised

Repayment made to debt that has been finalised for more than 12 months. Staff intervention required

Cannot locate current bank details

Unable to identify recent bank account details for customer

Debt is pending recovery action

Debt pending recovery action. Unable to complete over recovered activity

Customer confirmation required to transfer over recovered amount

Customer confirmation required before transferring over recovered funds

Source of over recovered funds = 3rd party agent

Repayment was made via a third party agent extra approval is required

Transfer from debt unable to be processed

Unable to transfer funds from over recovered debt. Staff intervention required

PYAJ refund unable to be processed

Unable to finalise refund to customer. Staff intervention required

Another outstanding debt exists

Bot unable to process re-allocation to other outstanding debts until next release

Unknown exceptions

An unexpected error is preventing this activity being processed. Please investigate. For manual user intervention