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Processing Manual Follow-up (MFU) tax activities for debts 107-19061247

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For staff responsible for raising debts.

This document outlines how debt raising staff (including ABSTUDY debt-trained staff) triage Manual Follow-up (MFU) tax activities that generate due to a negative amount on the payment summary.

On this page:

Payment summaries not being issued

Determining what action to follow after debt has been reviewed

Payment summaries not being issued

Table 1

Expand table

Step

Action

1

Identify why the payment summary was not issued

In the customer's record, identify why the payment summary was not issued.

If a negative amount has been identified in the Debt Adjustments section:

  • select the Debt Adjustments line. This displays all debts that affect this period for the customer
  • check the:
    • DOC list
    • Modify/Assess Debt (OPMA) screen
    • Account Payable (OPAOD) screen to determine the reason for each relevant debt

2

Note the Debt IDs

Note the relevant:

  • Debt IDs
  • benefit type
  • period and
  • amount for each relevant debt

If:

3

Go to the Payment Summary (PS) screen

In these PS screen fields:

  • Display payments for, key in the Benefit system of the debt from the Tax YTD Totals (TXYTD) screen
  • Number of months in past, key 99 > [Enter]. Scroll through the list of payments to locate the period of the specific debt

Was a payment received for the period noted from the TXYTD screen?

4

No payment received for the period noted from the Tax YTD Totals (TXYTD) screen

Go to the Debt List (OPDL) screen and select the specific debt:

  • go to the OPMA screen
  • note the office code of the team who raised the debt

Go to Step 5.

5

Debt to be investigated by the business area responsible for raising the debt

Debt needs to be investigated by the business area responsible for raising the debt.

If staff:

  • do not work in the business area responsible for raising the debt, go to Step 8
  • work in the business area responsible for raising the debt, correct details on the OPCA screen. There may be:
    • incorrect payment amounts
    • incorrect benefit types, or
    • component types coded

Is the debt is fully recovered?

6

Actioning fully recovered debts

If the debt is recovered or recovered and the Benefit Type is incorrect:

  • select the relevant debt from the list on the OPDL screen
  • go to the OPRH screen
  • if the debt is finalised fully recovered (FRC), Payment Assurance Operations Debt Staff must adjust a payment on the customer's OPRH screen by $0.01 cent. Note: this must be done before the Component Amount (OPCA) screen benefit type can be amended
  • complete the debt activity
  • correct OPCA and complete the debt activity
  • revert the debt status to fully recovered by selecting the same debt from the OPDL screen
  • go to the OPRH screen
  • reverse the $0.01 payment adjustment on the OPRH screen
  • complete the debt activity

Where this is not possible, complete the change on the Debt Transfer (OPRTD) screen. See Adjusting and adding debt repayments.

When the details are corrected:

  • the system will recalculate the payment summary
  • a letter of amendment will be sent to the customer

Note: see Safeguarding customer privacy when raising and recovering debts, before issuing any debt notices. Take the appropriate actions to protect the customer's privacy.

If the MFU tax activity was due to:

  • end of financial year processing, the payment summary will become available for request by the customer
  • retrospective changes, the amended payment summary will automatically issue via the customer’s preferred correspondence channel

Do not amend the Tax Payment Summary (TXGS)/Tax Payment Summary Details (TXGD) screens manually to correct the details.

Record details, use Fast Note - select Auto text, use Debts > Enquiry > Updates > Tax MFU Actioned.

Procedure ends here.

7

Actioning debts that are not recovered

If the debt is not recovered and the Benefit Type is:

  • correct, see Table 2 > Step 1
  • incorrect:
    • go to OPCA
    • amend the Benefit Type
    • complete the debt activity

Note: see Safeguarding customer privacy when raising and recovering debts, before issuing the payment summary. Take the appropriate actions to protect the customer's privacy.

When details are correct, the system will recalculate the payment summary. If the MFU tax activity was due to:

  • end of financial year processing, the payment summary will become available for request by the customer
  • retrospective changes, the amended payment summary will automatically issue via the customer’s preferred correspondence channel

Complete the MFU tax activity.

Record details, use Fast Note - select Auto text, use Debts > Updates > Tax MFU Actioned.

Procedure ends here.

8

Transfer work item to the business area responsible for raising the debt

For staff who do not work in the business area responsible for raising the debt:

  • use Fast Note - select Auto text, use Debts > Debt Raising > TAXMFU Referral - Debt Raising staff only
  • attach the Fast Note to the MFU tax activity
  • within WLM:
    • re-categorise the TAXMFU work item to the business area responsible for the raising of the debt. When initiated, the available options for re-categorisation will display
    • only reclassify to the work types displayed in the list. See Workload Management for guidance
  • Unassign the work item using the reason Service Support Referral

Determining what action to follow after debt has been reviewed

Table 2

Expand table

Step

Action

1

Multiple debts raised

Have multiple debts been raised for the same period?

2

For single debts in the period

Go to the Debt List (OPDL) screen and select the specific debt.

Has the debt been raised for a Compensation reason (CMA, CMC, CMM or CMP codes)?

3

Arrears paid for a debt period

Have arrears been paid for all or part of a debt period?

4

Check each remaining debt

For each remaining debt, check the amount on these screens:

  • Modify/Assess Debt (OPMA)
  • Component Amount (OPCA)

Compare these amounts against the total payments received for the period of the debt.

This can be done using the Payment Summary (PS) screen or PS Tool.

If the income support payments changed during the debt period, calculate the total payments received for the new payment.

Do not include any penalty reduction amounts. The customer has not received these funds. ADEX (Debt Explanation) does not recognise penalty reduction amounts and calculates based on the gross figures.

Does the total amount of the debt exceed the total amount of all relevant payments received during the debt period?

5

Debt total exceeded

If the total of the debt exceeds the total of all relevant payments received during the debt period:

  • the MFU tax activity needs to be investigated by the business area responsible for the debt
  • the details on the OPCA screen need to be corrected:
    • complete the TAXMFU Referral Fast Note
    • attach to the MFU tax activity
    • categorise the MFU tax activity to the business area responsible for the raising of the debt

When the debt component details are corrected, the system will recalculate the payment summary.

Note: see Safeguarding customer privacy when raising and recovering debts, before issuing any debt notices. Take the appropriate actions to protect the customer's privacy.

If the MFU tax activity was due to:

  • end of financial year processing, the payment summary will become available for request by the customer
  • retrospective changes, the amended payment summary will automatically issue via the customers preferred correspondence channel

Procedure ends here.

6

Possible cause of error

If the amount on the:

  • OPMA screen does not exceed the total payments received, but
  • the total of debts for the customer on TXYTD Debt Summary exceeds Payments on the Calculation Summary
  • the error is most likely an incorrect breakdown of components on the OPCA screen

See Processing Manual Follow-up (MFU) tax activities for incorrect component amount debts.