Child Care Subsidy (CCS) payments and adjustments 007-17103124

Has a change of circumstance (CoC) activity resulted in over $10,000 in arrears payable to the customer (before debt offsetting)?

• Yes, go to Step 2
• No. If a payment lock is already on the customer's Payment Destination Summary (PAS) screen in Process Direct and the Reason does not display 'CCS Entitlement Amt. Exceeds Limit', go to Step 3

Before finalising the activity, check the assessment outcome is correct.

To check the outcome on the Assessment Result/SSP screen:

• navigate to the Planned Payments Table > Net Amount > Provider and Customer Entitlement Overview
• if the activity generates arrears over $10,000, a payment lock is applied. This is before any debt offsetting occurs. The amount payable to the customer's nominated bank account will be made after any applicable CCS debts are fully recovered

Note: for assessment outcomes for CCS, see Reviewing assessment outcome for Child Care Subsidy (CCS).

If the assessment outcome has been checked and is correct, finalise the activity to automatically refer the customer's record to ICT for review. When this occurs, a confirmation email is issued with subject heading 'Delivered: Payment lock applied for CRN XXXX'.

View the payment lock on the PAS screen in Process Direct. Payment locks created due to arrears over $10,000 will have:

• a lock image next to Benefit type, and
• Reason as 'CCS Entitlement Amt. Exceeds Limit'

If any arrears are payable to the customer after any debt offsetting has occurred, tell the customer:

• the completed update has been sent for checking to confirm the amount payable is correct
• allow 5-7 business days for payment to be made to their nominated bank account, and
• once completed, they can view their payment in online services

DOC the customer's record with:

• the completed update
• the outcome, and
• confirmation that the 'Customer knows to allow 5-7 business days for the payment to be made'

ICT will check the arrears are correct. The payment lock will be lifted and any arrears payable will be issued to the customer's nominated bank account. The payment lock will no longer display on the PAS screen.

Procedure ends here.

If a payment lock is displayed on the customer's PAS screen and the Reason is not shown as 'CCS Entitlement Amt. Exceeds Limit', confirm the current bank details recorded with the customer.

If bank account details are:

• incorrect, update them. See Change the payment destination. Go to Step 4
• correct, go to Step 4

Raise an incident to ICT using Digital Assistant Roxy in Process Direct and include the following:

• 'Customer's record escalated as there is a payment lock on the PAS screen'
• 'Remove payment lock to issue arrears if entitled'
• 'Bank account details have been confirmed', and
• Arrears amount and date range

Tell the customer:

• the completed update has been sent for checking to confirm the amount payable is correct
• allow 5-7 business days for payment to be made to their nominated bank account, and
• once completed, they can view their payment in online services

ICT will check the arrears. If the arrears are correct, the payment lock will be lifted and any arrears payable will be issued to the customer's nominated bank account. The payment lock will no longer display on the PAS screen.

DOC the customer's record with:

• incident has been raised to ICT to remove the lock, and
• customer knows to allow 5-7 business days for the payment to be made

Procedure ends here.

Where the Entitlement table displays a customer's percentage and number of hours, the Weekly Subsidy table:

• summarises the customer's entitlement for the week based on that entitlement and the session report received, and
• indicates if the entitlement was paid to the child care service or the customer

In Process Direct:

• Select Child Care Icon within the customer's record
• Expand the Weekly Subsidy twisty
• Use the Previous Period and Next Period buttons to navigate and view payments relevant to a specific week
• Select the date period to bring down a dropdown list to select a particular date period.
• The Child column shows
• names of children in the care of the individual, and
• a session report has been lodged for the date period
• The Enrolment ID column shows the enrolment ID of the child care service where the child has a CWA enrolment
• The Service column shows the name of the child care service where the child is enrolled
• The Service Payments column shows the amount of CCS or ACCS that was paid or any negative adjustments to the child care service for that date period and row of the table
• The Customer Payments column:
• shows the amount of CCS or ACCS that was paid or any negative adjustments to the customer for that date period and row of the table, and
• includes any withholdings amounts that have been withheld or adjusted
• The Total columns within the Service Payments and Customer Payments section shows a total of the amount of CCS/ACCS entitlement the customer or service has received for that row on the table. it also shows adjustments made for CCS and/or ACCS
• The Processed Date column indicates when the session was assessed/reassessed. This is not necessarily the date the payment was released to the service or customer
• The Hours Subsidised column shows the amount of hours child has attended the service within the week. There may also be negative adjustments made to the subsidised hours
• The Preschool Hours Subsidised column shows the total hours used against their preschool hours eligibility, if applicable
• The Below School Age column indicates if the child is below school age Y/N
• The Total row values on the bottom row is a final total of entitlement for the customer and service

The Resources page has an example of the Weekly Subsidy table.

CCS is generally paid directly to child care services and applied as a reduction to customer's fees.

However in some situations (such as delayed granting of a CCS claim or a reassessment of entitlement following a Change of Circumstances), the arrears will be made to the customer's nominated bank account.

To view CCS/ACCS payments, paid directly to a customer, in Process Direct:

• select Child Care Icon within the customer's record
• expand the Payments twisty
• the Posting date is the date when the payment was issued. (noting that once an activity or reconciliation has been completed it can take 1-2 working days for a payment to be posted). The customer will generally receive the payment in a minimum of 2 working days after the Posting date
• expand the relevant payment to view a breakdown of the payment

If unable to find the customer payment in Process Direct go to Customer First and:

• enter the customers CRN details
• select Financial Customer Care in Workspace and then select Payment List to view the payments

To see when the payment was issued, select the Payment Amount hyperlink and the Item Display will present, giving a breakdown of the payment.

Note: if a payment displays as a Returned payment, this will be automatically reissued when customer bank account details are updated in Process Direct. See Change the payment destination.

To view CCS/ACCS payments, paid directly to services/provider in Process Direct:

Go to the Weekly Subsidy table on the Child Care summary page. This shows:

• a customer's entitlement for a week, and
• where the payment would have been directed

If the payment is displayed under Service Payments it has been paid to the provider. Use the previous and next period navigation options to view payments relevant to specific period.

Note: the Processed Date field indicates when the sessions were assessed/reassessed. It does not necessarily reflect the date any payments were issued.

For Customers to view CCS payments in their online account:

Customers can view CCS payments made to the provider by selecting the Child Care Subsidy submenu in their online account and:

• Child Care Subsidy Summary. This shows all CCS eligible children
• View Details for the relevant child. This shows a summary of the last payment made
• the View CCS Recent Payments to view payments made to the provider

Note: this provider payment history is only for the last three months.

Customers can also view CCS payments made to themselves by selecting the Child Care Subsidy submenu in the online account and:

• Child Care Subsidy Summary. This shows all CCS eligible children
• View Payment History then filter to identify all past payments