Child Care Subsidy (CCS) claims processing 007-17103135

For the majority of CCS online and staff assisted claims, the system will determine if the claim meets the criteria for straight through processing (grants or rejections). This is generally an overnight process. In these cases, the customer will receive more timely advice regarding the outcome of their claim. If the claim does not meet the criteria for straight through processing, it will be allocated to an appropriately skilled Service Officer for processing.

Claims requiring exception management or validation of selected data items will not auto assess and are allocated via Workload Management to a staff member to manage.

All ACCS applications (grandparent, transition to work, temporary financial hardship and child wellbeing) are allocated to appropriately skilled staff to validate information and/or evidence supporting the application.

Appropriately skilled staff are allocated claims which do not meet criteria for straight through processing. Their role is to action any errors and/or validate evidence as prompted. Exception management may include:

• checking all required evidence has been provided, and requesting further information if necessary
• assessing ‘Other’ recognised activities
• assessing age/school status exemptions
• referring or assessing exceptional circumstances (e.g. request for more than 100 hours of child care)
• assessing CCS Activity Test exemptions
• assessing or handing off any specialised processing (e.g. residence or immunisation exemptions)
• all CCS claims combined with an ACCS application

There is no requirement for Service Officers to review information outside of the errors presented when processing a CCS claim. For ACCS applications, all evidence is to be reviewed to ensure it sufficiently supports the customer’s application.

Customers may contact requesting their CCS claim be processed urgently. Referral for urgent processing is only considered where the customer meets the definition of a family in crisis or a family experiencing financial hardship. For more information about how to manage progress of claim enquiries, see Claiming Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS).