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

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

Note the relevant:

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

If:

• the benefit type is 'ABY' (ABSTUDY) and a third party debt has been identified:
• for ABSTUDY Smart Centre Processing staff, see Processing Manual Follow-up (MFU) tax activities for ABSTUDY third party debts
• for all other staff, refer the Tax MFU Work Item to the ABSTUDY Smart Centre Processing Team. Use Work Optimiser to recategorise the Work Item as Work Type ZIAM_NON_ABY_SCHA. Procedure ends here
• there is another type of third party debt (for example, debt reason codes of 'FRD', 'FDM', 'NEP' and 'RFO', see Processing Manual Follow-up (MFU) tax activities for third party debts other than ABSTUDY
• the amount of the debt is higher than the amount the customer received, go to Step 6
• there is another case, go to Step 3

In these PS screen fields:

• Display payments for, key in the Benefit system of the debt from the Tax Year to Date (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?

• Yes, go to Step 5
• No, go to Step 4

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 6.

If the debt:

• is recovered, go to Step 6
• is 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. This must be done before the Component Amount (OPCA) screen benefit type can be amended
• 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
• is not recovered and Benefit Type is correct, see Step 1 in Table 2

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

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

• go to OPCA
• amend the Benefit Type
• complete the debt activity

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 customers preferred correspondence channel
• complete MFU tax activity
• record details, use Fast Note - select Auto text, use Debts > Updates > Tax MFU Actioned

Procedure ends here.

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 7
• 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

When the details are corrected by the responsible business area:

• 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 customers 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 > Updates > Tax MFU Actioned.

Procedure ends here.

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

• complete the TAXMFU Referral Fast Note
• 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

Have multiple debts been raised for the same period?

• Yes, see Processing Manual Follow-up (MFU) tax activities for multiple debts raised for the same period
• No, go to Step 2

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)?

• Yes, see Processing Manual Follow-up (MFU) tax activities for compensation debts
• No, go to Step 3

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

• Yes, see Processing Manual Follow-up (MFU) tax activities for debts raised for arrears payments
• No, go to Step 4

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?

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

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.

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.