Customer queries Child Care Management System (CCMS) information 007-03080020

For enquiries from an ASP or enquiries about general CCMS information, see The Child Care Management System (CCMS).

Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) does not supply attendance data via the CCMS. For enquiries relating to CCS or ACCS attendance, see Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) - Viewing attendance reports.

Does the customer disagree with child care information for a period from a previous financial year?

• Yes, for the previous financial year, if CCMS information is received after reconciliation has taken place, all CCB owing will be paid to the customer
• No, go to Step 2

In Customer First, go to Family Assistance> View child care attendance.

Is there any child care attendance recorded for the child/ren for the applicable Approved Service Provider (ASP)?

• Yes, go to Step 4
• No, go to Step 3

For Services Australia to receive CCMS data from the Department of Education, the customer must provide their and their child/ren's full names, dates of birth and Customer Reference Numbers (CRN) to the ASP to enable formalisation of the enrolment.

Has the customer formalised the enrolment?

• Yes, go to Step 4
• No:
• Tell the customer to provide their and their child's Customer Reference Numbers (CRNs) and dates of birth to all services and request the child care service to formalise the child's enrolment
• The customer may dispute the attendance details, but this must be done with the Child Care Service
• Procedure ends here

Attendance can only be transferred to a partner's record if the partner's name and CRN were provided to the ASP during enrolment formalisation.

There is no legal requirement for ASPs to re-send the information to the partner's record.

• Yes, advise the customer to contact the ASP to see if they are willing to reverse the attendance, otherwise the partner can complete a claim or lump sum claim for Child Care Benefit. Procedure ends here
• No, go to Step 5

If the customer is also claiming JETCCFA for the period in dispute, go to the Period Rate Explanation JET Fee Assistance (REXJFA) screen and scroll to the relevant period.

To be eligible for JETCCFA the CCF Eligible Hour Limit: field must be equal to (or higher) than the JFA Entitled Hrs: field.

If the customer has lost entitlement to their income support payment, JETCCFA will not be paid. Go to the Period Rate Explanation Child Care Benefit Formal (REXCCF) and check the customer's income support entitlement for the relevant period.

Is the customer claiming JETCCFA for the relevant period?

• Yes, see Reviews of JET Child Care fee assistance (JETCCFA) decisions. Procedure ends here
• No, go to Step 6

There is no obligation for ASPs to cancel and resend attendance data in order to pay arrears when a customer has backdated a CCR payment option.

Is the customer disputing arrears payment of CCR due to a backdated CCR payment option?

• Yes, the customer will need to liaise directly with the ASP to negotiate the cancellation and resubmission of attendance via CCMS. Otherwise, the past period will be assessed at reconciliation. Procedure ends here
• No, go to Step 7

Has the customer discussed the issue with their ASP and asked them to submit their child care attendance electronically?

Under CCMS it is the customer's responsibility to follow up attendance information with the ASP.

Under no circumstances should staff contact an ASP to discuss customer queries.

• Yes, go to Step 8
• No, advise the customer that they must first discuss the information with their ASP. If they are unsuccessful at rectifying the issue with the ASP, a referral can then be made to the Families and Child Care - Business Process and Design Branch. Procedure ends here

Note: this referral procedure is for CCB and CCR attendance issues for the legacy child care program only and not for Child Care Subsidy (CCS) issues. For assistance with viewing attendance reports and CCS payments, refer to Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) - Viewing attendance reports and Child Care Subsidy (CCS) payments and withholdings.

Create a CCMS Attendance Referral DOC on the customers record with the below information:

• Category: Select Claim or Change of Circumstances as appropriate
• Summary: CCMS Attendance Referral
• Content: copy and paste the following into the Content: field and complete using information provided by the customer or on the customers record:
• customer name and Customer Reference Number (CRN)
• name/s of children affected
• period of attendance (exact dates)
• details of issue
• Service Provider Name and Service Provider ID Number

Note: make sure all the above information has been entered into the text area of the DOC. Select 'Yes' to ensure the DOC completes then select 'CONTINUE'.

Send an email to Families and Child Care - Business Process and Design Branch and include all the information in the DOC on the customer's record in the email.

Incorrect referrals will be returned to the Service Officer.

Business Process will:

• investigate the record, and
• send a response to Service Officer

The Service Officer will contact the customer to advise of the outcome.

Procedure ends here.