Manual processing of Family Tax Benefit (FTB) claims in Customer First 007-17092600

This document outlines manual processing information for family assistance claims in Customer First when Assisted Customer Claim (ACC) cannot be used. This process is only to be used if the claim workflow cannot be used after the initial claim checks have been completed.

Refer system issues

System issues preventing use of workflows must be escalated for investigation and manual processing of claims applied only when advised to do so by ICT.

The Resources page contains suggested Q999 text when potential entitlement to another Centrelink payment exists, Q777 request for information text, additional information on coding instructions for post-birth or entry into care claims for family assistance and an example.