Enrolment requirements for Child Care Subsidy (CCS) 007-17103117

Child care services are required to submit enrolment information from the Complying Written Arrangement (CWA):

• Initial (new) (200A) enrolment notice is submitted when a new child enrols with their service. This notice must be confirmed by the customer before any subsidy can be paid
• Updated enrolment notice (200D) is submitted whenever there are variations to the enrolment, correction of details, or the child ceases to be enrolled. There is no requirement for customers to confirm these enrolment (except where the new enrolment has not been confirmed before an update has occurred), but they can dispute if they choose

For a:

• customer view of enrolment notices, go to Step 2
• staff view of enrolment notices, go to Step 3

Customers can view enrolment notices via online services.

Online account via myGov

After accessing their Centrelink online account via myGov, CCS current customers can view enrolments by:

• selecting My Family from the menu and then Child Care
• select Enrolments sub-menu option. This will present enrolments for each child, including the enrolment status
• to view the enrolment details for each child, customers can select the View Details option where they can view, confirm, dispute or reject the notice
• View enrolment history link provides historic enrolment details. Customers can filter by child care provider, child, dates and care type

Express Plus Mobile App

On opening the Mobile app, CCS current customers can view enrolments by:

• selecting the Child Care Subsidy tile
• select the relevant child then the Enrolments option
• details of enrolments will present. The customer can then confirm, dispute or reject the notice as appropriate

Go to Step 4.

In Process Direct:

• select the Child Care icon to view the Child Care Summary screen
• open the Enrolments twisty
• The Enrolment List will list all current enrolments
• To view details of an Enrolment Notice, select the relevant Notice from the Enrolment List and details will display in a new Enrolment Notice table
• Enrolment status will display as well as the latest notice status which is a sub status

To view historical Enrolments, select the current enrolment from the Enrolments table, then select the Show History option (right hand top of Enrolments table).

If there are no current enrolments, the Show History icon can be selected to view all history.

To view historical Enrolment Notices for a current enrolment, select the current enrolment from the Enrolments table, then select the Show History option from the Enrolments Notice table (right hand top of table).

The customer has confirmed enrolment details as correct. Once enrolment is confirmed, CCS/ACCS payments can be made. No further action is required.

The customer must confirm the enrolment before any CCS/ACCS payments can be made. See Table 2 for how to confirm enrolment.

This status will display when:

• the customer has not claimed CCS, or
• the customer has not claimed CCS for an additional child, or
• it is a new enrolment which was submitted:
• after the customer completed their new claim, but
• before their CCS has been assessed (they did not have a status of CCS CUR when the enrolment was submitted)

Due to system functionality, where:

• an enrolment has a ‘Pending Eligibility’ status, and
• the customer is granted CCS for the relevant child,
• the status will remain as ‘Pending Eligibility’ until the enrolment is confirmed/disputed

It will not change to ‘Pending Confirmation’.

The customer must confirm enrolment before any CCS/ACCS can be paid. See Table 2 for how to confirm enrolment.

Note: customers can confirm their enrolment online once the child care service submits the enrolment notice. They do not need to be CCS current for the relevant child/ren before they can confirm their enrolment online. An online task may present in the customer’s Centrelink Online services and/or Express Plus app when a new enrolment is received requiring action.

The customer has disputed some of the information in the enrolment notice (such as session times, fees etc.).

When an enrolment is disputed, the child care service will receive a notice advising the information in the notice is disputed.

Customers are required to contact their child care service to discuss and resolve issues with the enrolment notice. Their child care service will need to update the enrolment notice with agreed information before having the customer confirm the updated enrolment notice.

When a notice has been rejected, the child care service will receive a notice advising them of the rejection. Once a notice has been rejected it is treated as ceased, so the status cannot be changed to confirmed or disputed.

If a Notice is rejected incorrectly, the customer will need to contact their child care service to request a new enrolment be lodged which they will then need to confirm.

Notices with a 'Received' status only display in Process Direct (they do not display in a customer's online view).

This status will display when a notice is received from the child care service, but only the customer's information has been data matched. That is, there is a CRN and/or date of birth mismatch, or the information is missing, for the child in the enrolment.

The status cannot be updated for 'Received' enrolments. Customers are to be advised to contact their child care service to provide any missing information (e.g. child's CRN) and/or have information corrected. The service will need to submit updates to the enrolment. This will result in the status changing from 'Received' to 'Pending Confirmation' or 'Pending Eligibility' which the customer will need to confirm.

When an enrolment notice has been 'ceased', no further CCS/ACCS payments will be made for the enrolment ID after the notice has ended.

An enrolment may cease:

• automatically due to 14 continuous weeks of non-attendance. The date immediately prior to the 'Ceased' date is the first day the enrolment is not current. The 'ceased' date will be a Monday so the enrolment is not current from the Sunday. There may be cases where a service may start a new/subsequent enrolment with the same date and detail as the 'Ceased' enrolment. These are treated as 2 separate enrolments
• via an arrangement. The 'Arrangement' end date is the last date the enrolment is current and in most cases, the 'Ceased' date will be the following day

If an enrolment has been 'Ceased' and the child is still attending the service, the customer will need to contact the child care service to submit a new enrolment notice which the customer will need to confirm.

Customers will need to confirm an enrolment for CCS/ACCS to be paid for the period of attendance before enrolment ceased if:

• a notice has been ceased
• the notice had not yet been confirmed, and
• session reports have or will be lodged for the periods of attendance before the notice ceased

In this situation, customers cannot confirm the enrolment online. They will need to contact Services Australia for confirmation to be recorded manually by a Service Officer. If enrolment confirmation is required, see Table 2.

Customers can confirm their enrolment online once the child care service submits the enrolment notice. The customer does not need to be CCS current for the relevant child/ren before they can confirm their enrolment online.

In Process Direct:

• select the Child Care icon to view the Child Care Summary screen
• open the Enrolments twisty to view the Enrolment List
• the Enrolment Notices table will display any notices relevant to the enrolment

If there is a notice with a status of Pending Eligibility or Pending Confirmation, check if the enrolment has been confirmed. If not, tell the customer a new enrolment has been received that requires action.

Encourage customers to lodge a claim for CCS as soon as possible following enrolment with the child care service due to the backdating provisions for CCS. See CCS and Additional Child Care Subsidy claims (ACCS) claims.

Customers can confirm enrolment details via their online account, Express Plus mobile app, as a part of their online CCS claim, or verbally.

Go to Step 2.

There may be situations where a customer needs to confirm a 'ceased' enrolment to enable CCS payments for past periods to be issued to their child care service. For example, if it has been more than 14 weeks of no attendance, an enrolment will cease. Customers will have to re-enrol and confirm the new enrolment, but they can also ask staff to check and confirm historical or 'ceased' enrolments.

Does the customer wish to confirm a ceased enrolment?

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

There is currently no functionality to allow customers to confirm a 'ceased' enrolment via online services. Service Officers are required to manually record confirmation.

In Process Direct:

• select the Child Care icon to view the Child Care Summary screen
• open the Enrolments twisty to view the Enrolment List
• even if the current enrolment for the service has a status of 'confirmed', highlight the Enrolment ID line, then select the 'Show History' link (top right of the Enrolment List table)
• the historical view will show any enrolment notices lodged by this service for the enrolment selected. If a ceased enrolment has a status of pending eligibility or pending confirmation, highlight the Enrolment Notice
• the Enrolment Notices table will display any notices relevant to the ceased enrolment. Highlight the notice and the session information will display under Sessions table
• read all details of the enrolment to the customer (enrolment start and end date, liability for fees, type of care, session times, usual fees, etc.)

Does the customer agree the details of the ceased enrolment are correct?

• Yes:
• on the Enrolment Notices table, select Edit and Confirmed from the Status dropdown menu, then Save. If entitled, CCS arrears will be generated. The Resources page of CCS payments and adjustments provides information about who receives CCS arrears when an enrolment has been confirmed.
• Procedure ends here
• No, and the customer:
• disputes some of the information in the notice, go to Step 6
• rejects the notice, go to Step 7

In line with digital first preference, customers should be encouraged to confirm their enrolment details via their online account (via myGov or Express Plus Mobile App).

Does the customer have access to online services?

• Yes, advise the customer to log into their online account via myGov to view and confirm/dispute enrolment information. Procedure ends here
• No, encourage the customer to register for online services. See Access Management for Self Service (AMSS) - Staff-assisted access for phone self service and nominees online

If the customer is unwilling or unable to utilise online or mobile app services, enrolment confirmation can be completed verbally, go to Step 5.

In Process Direct:

• select the Child Care icon to view the Child Care Summary screen
• open the Enrolments twisty, to view the Enrolment List table
• select the relevant enrolment from the Enrolment List table
• Enrolment Notices will display all notices relevant to this enrolment. Select the notice and the session information will display under the Sessions table
• read all details of the enrolment to the customer (enrolment start and end date, liability for fees, type of care, session times, usual fees, etc.)

Note: enrolment notices with a status of Rejected cannot be updated. If an enrolment notice has been rejected incorrectly, advise the customer they will need to contact their child care service and request a new enrolment be lodged and they will need to confirm the details.

Does the customer agree the enrolment details are correct?

• Yes:
• select the Edit icon from Enrolment Notices
• select Confirmed from the Status dropdown menu, then Save. If entitled, arrears will be generated. The Resources page of CCS payments and adjustments provides information about who receives CCS arrears when enrolment has been confirmed
• Procedure ends here
• No, and the customer:
• disputes some of the information in the notice, go to Step 6
• rejects the notice, go to Step 7

If the customer disputes some or all of the information (e.g. session dates, times, fees etc.):

• ask the customer to make sure it reflects the information in their Complying Written Arrangement (CWA), including fees and sessions of care
• select the Edit icon from Enrolment Notices
• select Disputed from the Status dropdown menu
• record details of incorrect information in the Reason text field
• select Save

The child care service will receive a notice the enrolment information has been disputed.

• Tell the customer to contact their child care service to discuss and resolve issues with the enrolment notice. Their child care service will need to update the enrolment notice with agreed information before having the customer confirm the updated enrolment notice
• Remind customers CCS cannot be paid until enrolment details have been confirmed
• If the customer thinks there is fraudulent or non-compliant activity by the child care service, they can contact the Department of Education Tip-off line

Procedure ends here.

If the customer rejects the Notice (e.g. child does not attend child care service):

• select the Edit icon from Enrolment Notices
• select Rejected from the Status dropdown menu
• record the reason the customer rejects the notice in the Reason text field
• select Save

The child care service will receive a notice the enrolment information has been rejected.

Once a notice has been rejected the status cannot be changed to confirmed or disputed. If a Notice is rejected incorrectly, the customer will need to contact their child care service to request a new enrolment be lodged which they will then need to confirm.