Returned payments and their effect on family assistance reconciliation 007-11040000
Expand allThis document outlines the return of payments made to a customer and the effect on reconciliation of Family Tax Benefit (FTB) and Child Care Benefit (CCB). If the payment is not reissued to the customer, it should not be included in the reconciliation calculation.
Returned payments
The following returned payments are covered:
- FTB instalment payments
- FTB or CCB reconciliation payments
Payments may be returned by a financial institution because a customer's account details are incorrect, or the account has been closed. In this case the payment destination must be updated before any payments are reissued.
Sometimes a financial institution may return part of a FTB entitlement that had been delivered. Re-issuing the returned payment will have impacts on the customers reconciliation outcomes.
When a customer manually returns a payment by cash/cheque in a Service Centre, receipts should be issued via ESSentials Production staff with access to the system. A manual receipt should only be issued if a printed ESSentials Production receipt is not available.
If a reconciliation payment is manually returned because the customer states they are not entitled to the payment, the payment should not be reissued and needs to be excluded from the reconciliation calculation.
To ensure the reconciliation result is correct, a reconciliation manual adjustment needs to be recorded to exclude the payment from the reconciliation calculation.
Note: the returned payment should not be reissued to the customer once the manual adjustment has been made.
The Resources page has a link to mySupport.
Related links
Reconciliation of Family Tax Benefit (FTB)
Reconciliation of Child Care Benefit (CCB) for approved care
Family assistance reconciliation and lump sum claim screens