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Managing the delivery of Parental Leave Pay (PPL) 007-26072734

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For Paid Parental Leave Employer Processing Team (PPLEPT) staff.

This document outlines the management of the delivery of Parental Leave Pay through an employer.

On this page:

Employer payment search and re-issue PPL payment advice

Managing the organisation details

Updates to previously provided employer payroll details

PPL funds for employer paid to incorrect bank account

PPL funds automatically returned

Finalising PPL change of circumstances

Further actions and documentation


Employer payment search and re-issue PPL payment advice

Table 1

Expand table

Step

Action

1

Employer payment search

The PPL Employer payment search Workflow is located in Customer First.

This can be used to:

  • view and locate:
    • delivery dates of PPL payment/s
    • PPL amounts delivered
    • bank account details
    • pay cycle/frequency
    • returned PPL payment/s
  • re-issue PPL payment advice/s (from 1 July 2011)

Go to Step 2.

2

Search employer PPL payment/s

In the employer’s PPE record in Customer First:

  • Navigate to Workspace and locate the Search Workplace field
  • Enter Employer payment search, select Search
  • Select the Employer payment search hyperlink from the Organisations and Merchants - Legacy table

The PPL Employer Payment Search screen will display.

On the Search Criteria, enter the following to search for a specific delivery date or an employee:

  • Delivery Date: choose relevant date/s for search or nominate search limit
  • Environment: N (do not change)
  • Employee fields: leave blank if searching for more than one employee or enter employee CRN if searching for a specific employee
  • Select Continue

To:

3

View PPL employer payment/s

The PPL Employer Payments window will open and display:

  • Delivery Date (date payment was made to employer)
  • Env ID (employee’s Env)
  • PPX CRN
  • Description (pay cycle)
  • Frequency (funding payments from Services Australia)
  • Payment Ref No.
  • Total Amount (funds paid for employees in that Env)
  • Employee Count (number of employees paid in that Env)
  • Returned Reason

To view specific payment information for a delivery date, staff can select either the:

  • Delivery Date
  • Env ID, or
  • PPX CRN

Go to Step 4.

4

Payment Details

On selecting the delivery date, Env ID or PPX CRN, the PPL Employer Payment Detail window will open and display the following for the selected payment:

  • Delivery Date
  • Environment
  • PPX CRN
  • Payment Frequency
  • Payment Ref No.
  • Total Amount
  • Employee Count
  • Returned Reason
  • Employer Name
  • Payment Description
  • Bank Account BSB
  • Bank Account Number
  • Bank Account Name

The sub table displays the employees associated to the selected delivery date.

This table displays the:

  • Employee CRN
  • Employee Name
  • Identification No.
  • Claim ID
  • Start Date
  • End Date
  • Week Days
  • Daily Rate
  • Amount
  • Type

To reissue a payment advice, go to Step 5, otherwise procedure ends here.

5

Re-issue a PPL payment advice

Staff can re-issue the PPL payment advice for an employer. When a payment advice is re-issued, locally print the advice and post it to the employer. Note: it will also be available online in 24 to 48 hours for the employer to view.

On the PPL employer payments screen, locate the relevant PPL payment line/s that the employer is requesting a payment advice/s.

To re-issue or print PPL payment advice/s across varies delivery dates or frequencies, do them one day at a time or one frequency at a time.

Example:

  • 10 PPL payments were delivered on the 3 June, 5 have a payment frequency of monthly and 5 have a payment frequency of fortnightly
  • Tick the 5 monthly payments and select the action to print payment advice
  • Once the 5 monthly advice is reissued, untick the monthly and then tick fortnightly payments and select the action to print payment advice

To reissue payment advice:

  • Delivery Date field: Tick the check box/es
  • Action drop-down: Select Print Payment Advice
  • Printer ID field: Should default to Service Officer’s local printer
  • Select Submit
  • Collect advice/s from local printer
  • Place advice/s into an envelope to be mailed to the employer

Procedure ends here


Managing the organisation details

Table 2

Expand table

Step

Action

1

Update recorded organisation details

For ABN changes see Role of the employer in Parental Leave Pay (PPL).

Where an employer is unable to make updates online, authenticate the employer before actioning any changes.

Payment frequency and pay cycle changes will only impact pay cycle of future customers. Changes must be actioned before an individual acceptance as subsequent changes will not change the pay frequency or cycle where acceptance has been completed.

Is the employer able to access online services?

  • Yes, tell the employer they can action the change of circumstances online. Procedure ends here
  • No, where employers are unable or refuse to use PRODA and PPL Services in Business Hub for PPL, update their details manually. Multiple updates may be made in the one activity. To update:

2

Update bank details for an organisation

In the employer’s PPE record in Process Direct:

  • Key ORGL in the Super Key
  • On the Linked Organisations (ORGL) screen, find and take note of the relevant PPX CRN record for the organisation
  • Go back to Process Direct home screen
  • Select the Organisation Summary tile and key the PPX CRN on the Search Organisation/Personnel screen
  • Key Start into the Super Key
  • Select PPL Update Organisation workflow from the Task Selector
  • Select PPL Payroll and Bank Details from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payroll and Bank Details (P1PD) screen under PPL bank details table, expand the relevant claim using the twisty in the Action field
  • To edit/amend, on the PPL bank details table, select Edit to change previously recorded bank details
  • The Change bank details box will open. Complete the required fields
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save
  • Select Assess
  • Select OK

Note: the activity and the finalisation note will auto complete.

If:

3

Update employer report method

In the employer’s PPE record in Process Direct:

  • Key ORGL in the Super Key
  • On the Linked Organisation (ORGL) screen find the relevant PPX CRN record for the organisation
  • Go back to Process Direct home screen
  • Select the Organisation Summary tile and key the PPX CRN on the Search Organisation/Personnel screen
  • Key Start into the Super Key
  • Select PPL Update Organisation workflow from the Task Selector
  • Select PPL Payroll and Bank Details from the pop-up box
  • Select Start
  • To edit/amend, on the Report output method table, select Edit to change a previously recorded method or format
  • The Change Report output method box will open. Update the required fields
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save
  • Select Assess
  • Select OK

Note: the activity and the finalisation note will auto complete.

If

4

Total number of employees in the business for opt-in employers

In the employer’s PPE record in Process Direct:

  • Key Start into the Super Key
  • Select PPL Update Organisation workflow from the Task Selector
  • Select PPL Business Line from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Business Line (P1BL) screen, expand the relevant claim using the twisty in the Action field
  • To edit/amend, on the PPL business lines table, select Edit to change previously recorded information
  • The Change PPL business line box will open. Complete the required fields
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save
  • Select Assess
  • Select OK

Note: the activity and the finalisation note will auto complete.

If:

5

Frequency and Pay Cycle details

To make updates to the frequency and pay cycle details, create a new PPX record. See Employer registration for Parental Leave Pay (PPL).

If:

6

Update payroll status for an organisation

Where no active PPL claimants are linked to the PPX record update the payroll status to inactive.

In the employer’s PPE record in Process Direct:

  • Key Start into the Super Key
  • Select PPL Update Organisation from the Task Selector
  • Select PPL Payroll Summary from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payroll Summary (P1PS) screen, select Edit in the Action field of the payroll to update
  • The Change PPL payroll box will open
  • On the Payroll Status, select Inactive
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save
  • Select Assess
  • Select OK

Note: the activity and the finalisation note will auto complete.

If:

7

Document employer’s record

In the employer’s PPE record in Process Direct:

  • Record a Note. Use Fast Note - select Auto Text, use Families > PPLEPT > Employer – Manual changes
  • If request was via email:
    • annotate and save a copy of the email to the Fast Note Employer Manual changes Note
    • Upload email via the Documents icon
    • File the email in the relevant 'month' folder in the PPLEPT mailbox

Procedure ends here.


Updates to previously provided employer payroll details

Expand tableTable 3Table 3: this table describes how to update previously provided employer payroll details."class="table StepTable">

Step

Action

1

Changes to PPL employer payroll

If:

  • allocated a work item Payroll update <claim ID> Note for either:
  • the employer is on the phone:
    • no Payroll update <claim ID> Note to update payroll details, go to Step 2
    • returning a call (message left/missed) or responding to a request to contact email, go to Step 8
  • the employer has emailed:
    • there is no Payroll update <claim ID> Note to update payroll details, go to Step 2
    • providing further information via email, go to Step 5

2

Requirements to update payroll details

Employers, when completing an Employer Determination (accept their role as paymaster), may make an error and accept the employee under the wrong payroll details.

An employer may contact to make updates to previously advised payroll details.

Updates to change payroll details can only be actioned if the following is satisfied:

  • employee’s PPL claim is PPL/ASS (i.e. PCB or ASD) and
  • employer had already provided acceptance for this employee (including payroll confirmation)

Is the PPL claim status ASS and the employer has previously provided acceptance for this employee?

3

PPL claim status not ASS or employer acceptance has not been provided

As the PPL claim status is not PPL/ASS or the employer has not previously provided acceptance for this employee, the payroll details cannot be updated.

Employer on the phone - PPL current

Tell the authorised contact that no updates will be made and they will need to provide a manual written acceptance with the correct payroll details.

  • On the employer’s record in Process Direct:
    • Record a Note. Use Fast Note - select Auto Text, use Families > PPLEPT > inbound contact with details:
      ‘Employer was advised that no changes would be made to the current payroll details.
      Reason why updates not made: <PPL claim is PPL/CUR. Employer advised they will need to provide a manual written acceptance with the correct payroll details>’.
    • Upload email and any written correspondence (if applicable) via the Documents icon
    • File the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)
  • On the employee’s record in Process Direct:

Procedure ends here.

Employer on the phone - PPL ASSessed (EIR/EIA)

Tell the authorised contact that no updates will be made, and togo online and action outstanding acceptance.

  • On the employer’s record in Process Direct:
  • Record a Note. Use Fast Note - select Auto Text, use Families > PPLEPT > inbound contact with details:
    ‘Employer was advised that no changes would be made to the current payroll details.
    Reason why updates not made: <PPL claim is PPL/ASS (EIR/EIA). Employer advised they can go online and action outstanding acceptance.>’
  • Upload email and any written correspondence (if applicable) via the Documents icon
  • File the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.

Employer not on the phone (email sent)

Make a genuine attempt to contact the authorised contact to advise them why no updates will be made, and if:

  • PPL CURrent, they will need to provide a written manual acceptance with the correct payroll details
  • PPL ASSessed (EIR/EIA) they can go online and action outstanding acceptance

Was contact successful?

4

Employer contacts to update payroll details

A change to previously advised payroll details can only be actioned if the request is made in writing by the authorised contact.

The advice must include the:

  • reason for the update, and
  • new payroll details that must include:
    • business bank account information
    • pay cycle information
    • information to identify both the employer and employee

Has the employer’s authorised contact provided written advice with reason for the update and new payroll details?

5

Attempt first phone contact with the employer

Before contacting the employer, check the location (state) of the business. The business may be in another state to where the employee lives.

Staff are to make a genuine attempt to contact the employer using:

  • existing contact numbers on the employer's record
  • business website
  • ABN lookup
  • google search
  • white pages

Where an attempt to contact the employers authorised contact person was unsuccessful, a 'Request for contact' message can be left asking the employer's authorised contact person to call the agency back.

Note: when leaving a 'Request for contact' message, make sure the relevant ABN is provided in the message. This will assist the employer's authorised contact person when re-contacting the agency. Do not provide the employer's or employee's CRN.

Was phone contact with the employer successful?

6

First phone contact attempt with the employer unsuccessful

No updates are to be made to the payroll details.

On the employer's record, in Process Direct:

  • record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Payroll details update with details:
    ‘First attempt to contact was unsuccessful.
    Date and time: <insert date and time of contact>
    Phone numbers used: <record all numbers tried>
    Authorised contact: <insert who you tried to contact>
    No changes were made to the current payroll details.
    Email and any written correspondence uploaded: Yes/No
    If no, why: <record reason>
    What does the employer need to provide:
    - reason for the update in writing: Yes/No
    - new payroll details in writing: Yes/No
    - verbal confirmation of the new payroll details: Yes/No
    Employer request to contact email sent: Yes/No
  • do not hold the Payroll update <claim ID> Note, it will automatically allocate in 2 days
  • send the Employer request to contact - Domestic or International (as appropriate) email to the employer from the PPLEPT mailbox. These emails must only be used in approved circumstances
  • upload email and any written correspondence (if applicable) via the Documents icon
  • file the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.

7

Second phone contact with the employer

Before contacting the employer, check the location (state) of the business. The business may be in another state to where the employee lives.

Staff are to make a genuine attempt to contact the employer using:

  • existing contact numbers on the employer's record
  • business website
  • ABN lookup
  • google search
  • white pages

Where an attempt to contact the employers authorised contact person was unsuccessful, a 'Request for contact' message can be left asking the employer's authorised contact person to call the agency back.

Note: when leaving a 'Request for contact' message, make sure the relevant ABN is provided in the message. This will assist the employer's authorised contact person when re-contacting the agency. Do not provide the employer's or employee's CRN.

Was phone contact with the employer successful?

  • Yes:
  • No, do not update the payroll details. In the employer’s record in Process Direct:
    • annotate and close Payroll update <claim ID> Note with details:
      ‘Second attempt to contact was unsuccessful
      Date and Time: <insert date and time>
      Phone numbers used: <record all numbers tried>
      Authorised contact: <insert who you tried to contact>
      The Authorised contact has not provided the required information and confirmed the payroll updates; no changes were made to the current payroll details.
      Email and any written correspondence uploaded: Yes/No
      If no, why: <record reason>
      What does the employer need to provide:
      - reason for the update in writing: Yes/No
      - new payroll details in writing: Yes/No
      - verbal confirmation of the new payroll details: Yes/No’
  • upload email and any written correspondence (if applicable) via the Documents icon
  • file the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.

8

Employer is on the phone or successful employer contact

If the authorised contact has already provided a written request to update payroll details (including the reason and new payroll details), go to Step 9.

Otherwise, tell the employer that the authorised contact must provide written advice to:

  • confirm the reason for the update, and
  • provide new written payroll details

The new payroll details must be provided by the authorised contact and include all the following:

  • business bank account information which will identify an account held and maintained by the employer, into which PPL funding amounts can be paid by Services Australia, including:
    • the employer’s business bank account number
    • the employer’s business BSB number
    • the name in which the account is held
    • the name of the financial institution
  • the relevant pay cycle information for the employee, including:
    • the employee's usual pay period (weekly, fortnightly, or monthly)
    • next pay date
    • next paid up to date
    • next cut off for the business’s pay processing
  • information to identify both the employer and employee, including:
    • employee’s full name
    • claim reference number
    • their Australian Business Number (ABN)

PPLEPT staff member:

  • with the employer on phone
    • remain on the call,
    • wait for the email, and
    • when email is received, go to Step 9
  • if employer is unable to remain on the call, advise the authorised contact that Services Australia will call them back to confirm the new payroll details before making any updates
  • In the employer’s record in Process Direct:
    • annotate and close Payroll update <claim ID> Note with details:
      ‘Authorised contact has been advised what written information (reason for change and new payroll details) is to be provided and that we will call them back once the written information is received to confirm the new payroll details.
      Name of contact: <record full name>’
      Email and any written correspondence uploaded: Yes/No
      If no, why: <record reason>
      What does the employer need to provide:
      - reason for the update in writing: Yes/No
      - new payroll details in writing: Yes/No
      - verbal confirmation of the new payroll details: yes/No
    • upload email and any written correspondence (if applicable) via the Documents icon
    • file the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.

9

Check payroll changes are satisfied

Before making updates, check that all the requirements to update payroll details listed below are satisfied.

  • The PPL claim is PPL/ASS (i.e. PCB or ASD)
  • The authorised contact has provided written advice to:
    • confirm the reason for the update, and
    • new written payroll details
  • confirm those new payroll details with the authorised contact

Are all the above requirements satisfied, and the payroll details can be updated?

10

Requirements to update payroll details are not satisfied

The actions required will depend on the reason why updates to the payroll details cannot be actioned.

PPL claim is not PPL/ASS

If the PPL claim is no longer in an ASS status, the claim will have to be rejected and regranted for the employer to accept the employee again under the correct payroll details.

Tell the employer:

  • why no updates will be made, and
  • they will need to provide a written manual acceptance with the correct payroll details
  • In the employer’s record in Process Direct:
    • (if applicable) annotate and close Payroll update <claim ID> Note with details:
      ‘Payroll details unable to be updated as the PPL claim is no longer in an ASS status. Authorised contact has been advised that no changes were made to the current payroll details.
      Employee claim to be rejected and regranted for the employer to action a new employer determination.
      Date and time: <insert date and time of contact>
      Name of contact: <record full name>
      Email and written correspondence uploaded: Yes/No
      If no, why: <record reason>’
    • (if applicable) record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Payroll details update with details:
      ‘Payroll details unable to be updated as the PPL claim is no longer in an ASS status. Authorised contact has been advised that no changes were made to the current payroll details
      Employee claim to be rejected and regranted for the employer to action a new employer determination.
      Date and time: <insert date and time of contact>
      Name of contact: <record full name>
      Email and written correspondence uploaded: Yes/No
      If no, why: <record reason>’
    • upload email and any written correspondence (if applicable) via the Documents icon
    • file the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)
  • On the employee’s record in Process Direct:

Procedure ends here.

Authorised contact has not provided all the written documentation

The authorised contact has not provided all the required written documentation, tell the authorised contact what written information is to be provided before any updates can be made.

PPLEPT staff member:

  • with the employer on phone:
    • remain on the call
    • wait for the email, and
    • when satisfied, go to Step 11
  • if employer is unable to remain on the call, advise the authorised contact that Services Australia will call them back to confirm the new payroll details before making any updates
  • In the employer’s record in Process Direct:
    • (if applicable) annotate and close Payroll update <claim ID> Note with details:
      ‘Authorised contact has been advised what written information (reason for change and new payroll details) is to be provided and that we will call them back once the written information is received to confirm the new payroll details.
      Date and time: <insert date and time of contact>
      Name of contact: <record full name>
      Email and written correspondence uploaded: Yes/No
      If no, why: <record reason>’
      What does the employer need to provide:
      - reason for the update in writing: Yes/No
      - new payroll details in writing: Yes/No’
    • (if applicable) record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Payroll details update with details:
      ‘Authorised contact has been advised what written information (reason for change and new payroll details) is to be provided and that we will call them back once the written information is received to confirm the new payroll details.
      Date and time: <insert date and time of contact>
      Name of contact: <record full name>
      Email and written correspondence uploaded: Yes/No
      If no, why: <record reason>’
      What does the employer need to provide:
      - reason for the update in writing: Yes/No
      - new payroll details in writing: Yes/No’
    • upload email and any written correspondence (if applicable) via the Documents icon
    • file the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.

Authorised contact has not confirmed the new payroll details

If the authorised contact will not confirm the new payroll details, tell the authorised contact that no updates will be made to the payroll details.

In the employer’s record in Process Direct:

  • (if applicable) annotate and close Payroll update <claim ID> Note with details:
    ‘Payroll details unable to be updated as the authorised contact will not confirm the new payroll details. Authorised contact has been advised that no changes were made to the current payroll details.
    Date and time: <insert date and time of contact>
    Name of contact: <record full name>
    Email and written correspondence uploaded: Yes/No
    If no, why: <record reason>’
    What does the employer need to provide:
    - verbal confirmation of the new payroll details: Yes/No’
  • (if applicable) record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Payroll details update with details:
    ‘Payroll details unable to be updated as the authorised contact will not confirm the new payroll details. Authorised contact has been advised that no changes were made to the current payroll details.’
    Date and time: <insert date and time of contact>
    Name of contact: <record full name>
    Email and written correspondence uploaded: Yes/No
    If no, why: <record reason>’
    What does the employer need to provide:
    - verbal confirmation of the new payroll details: Yes/No’
  • upload email and any written correspondence (if applicable) via the Documents icon
  • file the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.

11

Updating employer payroll details

If previously advised payroll details were correct and the employer now wants to revert to the original payroll information, wait until the next day to action the update. Go to Step 12.

Otherwise, in the employee’s record, in Process Direct:

  • Go to the START screen. Search for and select the PPL Change Employer Payroll workflow
  • Task Selector will already have selected Parental leave Pay (PPL) Change Employer Payroll
  • Select Start
  • On the Parental leave Pay (PPL) Change Employer Payroll screen select the twisty in the Action field
  • Select Edit on the PPL employer payroll details table

The Change PPL employer payroll details box will open

  • Payroll: select the appropriate payment destination and frequency outlined in the written acceptance
  • Note: if there is more than one pay cycle listed select the pay cycle as advised in the written notification
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save

To finalise the update, see Table 6.

12

Payroll details to be updated on another day

In the employer’s record in Process Direct:

  • (if applicable) annotate and save Payroll update <claim ID> Note with details:
    ‘Payroll details unable to be updated as the payroll details were already updated today. Note will be held to be allocated tomorrow for payroll details to be actioned.
    Authorised contact <insert full name> on <insert date and time> has
    - provided the reason for the update in writing
    - provided the new payroll details in writing and
    - verbally confirmed the new pay cycle details.
    Email and any written correspondence uploaded: Yes/No
    If no, why: <record reason>’
  • (if applicable) record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Payroll details update with details:
    ‘Payroll details unable to be updated as the payroll details were already updated today. Note will be held to be allocated tomorrow for payroll details to be actioned.
    Authorised contact <insert full name> on <insert date and time> has
    -provided the reason for the update in writing
    - provided the new payroll details in writing and
    -verbally confirmed the new pay cycle details.
    Email and any written correspondence uploaded: Yes/No
    If no, why: <record reason>’
  • Place the Payroll update <claim ID> Note on hold for 1 day.

Procedure ends here.

13

Employer successfully contacted (email sent)
  • On the employer’s record in Process Direct:
    • Record a Note. Use Fast Note - select Auto Text, use Families > PPLEPT > outbound contact with details:
      ‘Attempt to contact employer was successful.
      No changes were made to the current payroll details.
      Reason why updates not made (remove not applicable):
      < PPL claim is PPL/CUR. Employer advised they will need to provide a manual written acceptance with the correct payroll details>’
      < PPL claim is PPL/ASS (EIR/EIA). Employer advised they can go online and action outstanding acceptance>’
    • Upload email and any written correspondence (if applicable) via the Documents icon
    • File the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)
  • On the employee’s record in Process Direct if PPL claim is PPL/CUR:

Procedure ends here.

14

Employer unsuccessfully contacted (email sent)

On the employer’s record in Process Direct:

  • Record a Note. Use Fast Note - select Auto Text, use Families > PPLEPT > outbound contact with details:
    ‘Attempt to contact employer was unsuccessful.
    No changes were made to the current payroll details.
    Reason why updates not made (remove not applicable:
    ‘< PPL claim is PPL/CUR. Employer will need to provide a manual written acceptance with the correct payroll details>’
    ‘< PPL claim is PPL/ASS (EIR/EIA). Employer to go online and action outstanding acceptance>’
  • Upload email and any written correspondence (if applicable) via the Documents icon
  • File the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.


PPL funds for employer paid to incorrect bank account

Table 4

Expand table

Step

Action

1

PPL funds for employer paid to an incorrect bank account

If:

  • Employer advises the PPL funds were not received as paid into incorrect bank account, go to Step 2
  • allocated a:

2

Determine how the funds are displaying on the employee record

If Services Australia is advised PPL funds intended for an employer to provide to an employee were paid into a wrong account, check the employee’s Payment Summary (PS) screen to see how the funds are displaying. If funds

  • are showing as RTN on employee record, go to Step 3
  • are not showing as RTN, investigate and determine where the funds were delivered to. Check the account name, BSB and account number to see if these match the employee’s bank details

On the employee’s record, check for bank details:

  • in their PPL claim
  • on the Payment Destination Summary (PAS) screen

On the employer’s record check for business bank account details on the Parental Leave Pay (PPL) Payroll and Bank Details (P1PD) screen.

If the funds were paid:

  • to the employee’s bank account, go to Step 10
  • into an unknown account which is neither the employer’s or employee’s, go to Step 3

3

PPL funds for employer paid to an incorrect bank account

To determine how to funds are displaying, in the employee’s record in Customer First:

  • in Nxt: key ‘PS’ to navigate to the Payment Summary (PS) screen
  • on the PS screen, next to the payment key an ‘M’ and select continue
  • once on the Third-Party Payment Details (PDD) screen, check if the payment has been returned. An RTN code will display

If the employer is not on the phone, make one genuine attempt to contact the employer to confirm:

  • PPL employer funds have not been received into their nominated business bank account, and
  • the employer’s correct business bank account details

If the contact attempt is:

  • unsuccessful, see Assisted dispute resolution for employer obligations for Parental Leave Pay (PPL)
  • successful or the employer is on the phone:
    • check the business bank account details currently recorded on the employer’s Paid Parental Leave Pay Group (PPX) record
    • if incorrect, update the business bank details in Process Direct via the PPL Update Organisation workflow and select the PPL Payroll and Bank Details

Determine how the funds are displaying. If:

4

Request refund/recall of payment of PPL issued to the employer

Requesting refunds/recalls can only be processed by the PPLEPT.

To verify the non-delivery of the PPL funds for the employer and obtain correct contact details:

  • contact the bank manager at the relevant financial institution to identify the appropriate person to speak to regarding the request for refund
  • identify whether the financial institution’s preference is to receive the request for refund via fax or mail
  • confirm they have 14 days to respond

Go to Step 5.

5

Request template, create and send request for refund letter

Use the Request for refund letter template to create a letter to send to the financial institution. Include:

  • the employee's Customer Reference Number (CRN), to assist Treasury to code the returned payment to the correct employee’s record
  • PPLEPT contact details and a contact name, should the financial institution require further information, assistance, or a contact to respond to

Attach the final request for refund letter onto both the PPE employer record and the PPL employee record.

After sending the request for refund, request a payment trace on the missing funds. Complete the Support when assisting families incident reporting form via mySupport, and include:

  • reference to the employer and employee, and
  • the details where the payment has been issued to, including CRN (if known)

The Resources page has a link.

On the employee’s record in Process Direct:

  • annotate and close the PPL Funds Note (if applicable) with the following: ‘PPLEPT to investigate the location of the PPL funds.’
  • record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > PPL delivered to incorrect acc -Employee

On the employer’s record in Process Direct:

  • record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > PPL delivered to incorrect acc -Employer
  • HLD the Inc bank acc <claim ID> Note for 14 days
  • check and file any relevant emails in the PPLEPT mailbox (if applicable)

6

Check if funds have been returned

Once Treasury receives the returned payment, they will code the returned funds on the employee record. This displays as 'RTN'.

To check if the funds have been returned, on the employee’s record in Customer First:

  • In Nxt: key ‘PS’ to navigate to the Payment Summary (PS) screen
  • On the PS screen, next to the payment key an ‘M’ and select continue
  • Once on the Third-Party Payment Details (PDD) screen, check if the payment has been returned. An RTN code will display

Have the funds been returned?

7

PPL funds not returned

If the payment trace response is still pending, go to Step 8.

Otherwise, check:

  • the PPLEPT mailbox to see if the financial institution has responded to the refund request
  • for a Note on the employer’s record that the financial institution has contacted regarding the refund request

Has the financial institution responded to the refund request?

8

Funds still to be returned or payment trace pending
  • If 14 days has lapsed since the refund request, and:
    • the payment trace is still pending, or
    • the financial institution advised they are still in the process of refunding the payment, or
    • the financial institution advised they have already refunded the payment, but it is not displaying as ‘RTN’ on the employee’s record
  • make one genuine attempt to contact the employer to advise of the outcome

On the employer’s record:

  • Annotate and save the Inc bank acc <claim ID> Note with:
    Attempts to contact employer: (insert attempt date and times)
    Was contact with employer successful: Yes/No
    Record details of conversation with the employer
    Payment was reissued: Yes/No
    If not reissued, why:
  • HLD the Inc bank acc <claim ID> Note for a further 5 business days to allow time for payments to be returned from the financial institution

Procedure ends here.

9

Unsuccessful refund request or payment trace response received

If the financial institution failed to respond to the request for refund advice is received that the financial institution cannot return the PPL funds:

On the employee's record, in Process Direct:

  • Go to the START screen. Search for and select the PPL Update Employer Determination and Payroll workflow
  • Select PPL Payment Delivery Role Transfer from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen, expand the relevant claim, using the twisty in the Action field
  • On the PPL payment delivery role transfer action table, select Add
  • The Create PPL payment delivery role transfer action box will open:
    • Perform action: Change payment delivery to FAO
    • Date of effect of PPL delivery role transfer (mm/dd/yyyy): first PPL day
    • Inhibit employer letters: leave blank
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save

To finalise the update, see Table 6.

10

Paid into the employee’s account

There must be a high level of confidence that the funds were delivered to the employee’s bank account.

Where the employer is on the phone, the business bank details are not to be updated at this point. Tell the employer that Services Australia will be back in contact after attempts are made to contact the employee. Record the correct bank details in a Note on the employer’s record.

If confident the funds were delivered into the employee’s bank account, make 2 genuine attempts to contact the employee to discuss.

Was contact with the employee successful?

  • Yes, go to Step 13
  • No, on employee’s record:
    • record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > PPL delivered to incorrect acc - Employee. Include the following text:
      Employee contacted: No
      Attempts to contact employee: <insert attempt date and times>
      The employer listed the customer’s (employee) bank details when accepting the employer determination for PPL. The PPL funds were delivered directly into the third party (customer’s) bank account.
    • HLD the PPL incorrect acc Note for 1 day
    • add keyword ACTPEP
    • annotate and close the PPL Funds Note (if applicable) with the following: ‘PPLEPT to investigate the location of the PPL funds.’
    • check and file any relevant emails in the PPLEPT mailbox (if applicable)
    • procedure ends here

11

Second or subsequent contact attempt

Was contact successful?

12

Unsuccessful second or subsequent contact attempt with employee

On employee’s record, in Process Direct:

  • Go to the START screen. Search for and select the PPL Update Employer Determination and Payroll workflow
  • Select PPL Payment Delivery Role Transfer from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen, expand the relevant claim, using the twisty in the Action field
  • On the PPL payment delivery role transfer action table, select Add
  • The Create PPL payment delivery role transfer action box will open:
    • Perform action: Change payment delivery to FAO
    • Date of effect of PPL delivery role transfer (mm/dd/yyyy): first PPL day
    • Inhibit employer letters: leave blank
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save

To finalise the update, see Table 6.

13

Successful contact attempt with employee

Discuss with employee:

  • confirm the third-party PPL funds delivered into their bank account and not the employer’s
  • the paymaster role will be transferred to Services Australia
  • any arrears (if applicable), and
  • that a debt will be raised for the third-party funds paid into their bank account (if applicable)

On employee’s record, in Process Direct:

  • Go to the START screen. Search for and select the PPL Update Employer Determination and Payroll workflow
  • Select PPL Payment Delivery Role Transfer from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen, expand the relevant claim, using the twisty in the Action field
  • On the PPL payment delivery role transfer action table, select Add
  • The Create PPL payment delivery role transfer action box will open:
    • Perform action: Change payment delivery to FAO
    • Date of effect of PPL delivery role transfer (mm/dd/yyyy): first PPL day
    • Inhibit employer letters: leave blank
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save

To finalise the update, see Table 6.


PPL funds automatically returned

Table 5

Expand table

Step

Action

1

PPL funds automatically returned

Automated Government Direct Entry Service (GDES) email contains a payment return code as to why the payments failed to be delivered.

If:

  • the employer has contacted (phone or email) about incorrect bank details, and a returned (RTN) payment is on the employee record if applicable:
    • in Customer First, select and complete the MFU on employee’s record
    • file the email in the relevant ‘month’ folder in the PPLEPT mailbox
    • go to Step 13
  • allocated a due RTN funds <claim ID> Note where the employee wants the employer to deliver PPL, go to Step 10
  • allocated a due RTN funds <claim ID> Note, or an automated GDES email in the PPLEPT mailbox, or a work item for returned PPL funds (employer), and it has been:
    • 28 days or more since the employee’s first PPL day, go to Step 2
    • less than 28 days since the employee’s first PPL day, go to Step 3

2

Allocated a due RTN funds Note, automated email, or work item for returned PPL funds (employer) - 28 days or more since the employee’s first PPL day

Has the employer updated the bank details?

  • Yes, see Table 7 > Step 7
  • No, either:
    • annotate and close the due RTN funds <claim ID> Note on employer’s record with the following: Employer has not updated the bank details.
    • in Customer First, select and complete the MFU on employee’s record
    • file the GDES email in the relevant ‘month’ folder in the PPLEPT mailbox

Make one genuine attempt to contact the employer.

If contact is:

3

Allocated a due RTN funds Note, automated email, or work item for returned PPL funds (employer) - less than 28 days since the employee’s first PPL day

Has the employer updated the bank details?

4

PPL funds (employer) automatically returned

If the employer’s business bank account details are incorrect and do not match with the financial institution the PPL funds are automatically returned to Services Australia. An automated Government Direct Entry Service (GDES) email will be sent to the PPLEPT via the PPLEPT mailbox and a Manual Follow-up (MFU) will be created on the employee’s record for processing.

In Customer First:

  • select and complete the MFU on the employee’s record, and/or
  • file the GDES email in the relevant ‘month’ folder in the PPLEPT mailbox

Make 2 genuine attempts to contact the employer's authorised contact person to confirm and update the employer’s business bank account details.

Has first contact with the employer been successful and has the employer provided bank details?

5

Attempt second or subsequent phone contact with the employer

When the RTN funds <claim ID> Note falls due, make a second genuine attempt to contact the employer using all contact numbers available on the employer’s record.

Has contact to the employer been successful and the employer provided bank details?

  • Yes, tell the employer to ignore the Request to Contact (Q834) notification sent. Go to Step 13
  • No:
    • annotate and save the due RTN funds <claim ID> Note on the employer’s record to include the following text, ensuring all fields are answered:
      Contact with the employer was unsuccessful.
      Attempts to contact employer: (insert attempt date and times)
    • HLD the RTN funds <claim ID> Note to day 15 from when the Q834 was issued to follow-up the returned payment
    • go to Step 6

6

28 days since the employee's first PPL day

Make one genuine attempt to contact the employee using all contact numbers available on the employee’s record to:

  • tell them Services Australia was unable to contact their employer, and
  • discuss if the employee requires their PPL funds to be paid through their employer, which may be due to salary sacrificing or deductions

If the attempt to contact the employee was unsuccessful, go to Step 7.

Does the employee want their PPL funds paid through the employer?

  • Yes:
    • Tell the employee to contact their employer to ask them to contact the PPLEPT to update their Business bank account details. This will enable the funds to be released to the employer
    • Go to Step 8
  • No, go to Step 7

7

Change the paymaster role to Services Australia

Where the employee agrees to change the paymaster role to Services Australia or unsuccessful contact attempts were made to the employee, then revoke the employer from the start date of the returned payment or, if part way through, from the first day of the returned payment. For example, date paid to + 1 prior to the returned payment.

This procedure applies to PPL/CUR, PPL/ASS and PPL/CAN records.

On the employee’s record in Process Direct, go to the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen.

Is a transaction displaying on the PPL payment delivery role transfer table e.g. change of ABN?

8

Employer to deliver PPL funds to the employee

If the employee advises they require PPL funds to be delivered by their employer, make one genuine attempt to contact the employer using all contact numbers available on the employer’s record to obtain the correct business bank account details.

Has contact with the employer been successful?

9

Request employer contact to deliver PPL

Unsuccessful attempt made to contact the employer to obtain their bank details as the employee requires the employer to deliver their PPL funds.

On the employee’s record in Process Direct:

  • record a Note. Use Fast Note - select Auto text, use Families >PPLEPT > Returned PPL funds – Employee
  • Include the following text in the Note, ensuring all fields are answered:
    ‘Employee advised they require their employer to deliver the PPL
    Employee was informed to contact their employer asking them to contact the PPLEPT

On the employer’s PPE record in Process Direct:

  • send the approved Employer request to contact - Domestic or International (as appropriate) email to the employer from the PPLEPT mailbox. These emails must only be used in approved circumstances. The Resources page also has a link
  • issue the employer a Request to Contact (Q834)
  • either annotate and save the due RTN funds <claim ID> Note or record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Returned PPL funds - Employer. Include the following text in the Note, and make sure all fields are answered:
    • ‘Employee advised they require their employer to deliver the PPL
    • Contact with the employer unsuccessful
    • Attempt to contact employer: (insert attempt date and time)
  • HLD the RTN funds <claim ID> Note to day 15

Procedure ends here.

10

Due RTN funds Note employee wants employer to deliver PPL

The employer was sent a Q834 to contact to provide their business bank details due to returned PPL funds.

Has the employer updated the bank details?

  • Yes:
  • No:
    • on employer record close the RTN funds <claim ID> Note
    • go to Step 11

11

Employer did not respond to the Q834 or update/provide the bank details

Make one genuine attempt to contact the employee using all contact numbers available on the employee’s record to discuss that Services Australia:

  • was unable to contact their employer and/or obtain bank details, and
  • will take over to deliver the PPL

To change the paymaster role, the employer should be revoked from the start date of the returned payment or, if part way through, from the first day of the returned payment. For example, date paid to + 1 prior to the returned payment.

This procedure applies to PPL/CUR, PPL/ASS and PPL/CAN records.

On the employee’s record in Process Direct, go to the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen.

Is a transaction displaying on the PPL payment delivery role transfer table e.g. change of ABN?

12

Less than 28 days since the employee's first PPL day

14 days (allow extra time for mail delivery) has passed since the Q834 was issued

Make one genuine attempt to contact the employee to tell them we are unable to contact their employer. If the employee is unable to provide any further contact information and all attempts to contact the employer are unsuccessful, consider the following to determine whether to revoke the employer:

  • The employee’s PPL start date
  • Is their PPL arrears owing?
  • Is the employee experiencing difficulties and requires the PPL funds?

If the decision is to change the paymaster role, the employer should be revoked from the start date of the returned payment or, if part way through, from the first day of the returned payment. For example, date paid to + 1 prior to the returned payment.

This procedure applies to PPL/CUR, PPL/ASS and PPL/CAN records.

On the employee’s record in Process Direct, go to the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen.

Is a transaction displaying on the PPL payment delivery role transfer table e.g. change of ABN?

13

Employer providing bank details

Is the employer registered for PRODA to access Paid Parental Leave Services in Business Hub?

14

Employer Update Organisation Payment Destination access role

Select the Business Hub Access Management tile to view a user’s access role and search for the organisation. This will display users linked to the organisation and their access roles.

Does the employer have the Update Organisation Payment Destination access role?

  • Yes:
    • Ask the employer to update their business bank details in Business Hub
    • See the Resources page for a link to the Business Hub website
    • Check the Payment Summary (PS) screen to ensure the bank details have been updated, see Table 7 > Step 7
  • No:
    • Tell the employer they can request this role from another user within their organisation who has the Business Hub Access Manager role, as Business Hub allows self-management of user access
    • See the Resources page for a link to the Business Hub website
    • If employer is unable to request this role from another user, go to Step 15

15

Employer requires the Update Organisation Payment Destination access role to update bank details

Is the employer registered for PRODA and Business Hub?

  • Yes, verify the employer’s details. The employer must verbally provide:
    • their full name
    • their association with the business
    • the Australian Business Number (ABN), and
    • their work phone number and address details
    • Go to Step 16
  • No, go to Step 17

16

Update employer bank details

Select the Business Hub Access Management tile in Process Direct and determine if the user is linked to the organisation. If the user is linked manually, update the bank details:

  • Select the Organisation Summary tile
  • Record the organisation name in the name field, select [Go]
  • From the search results, select the PPX record for the organisation
  • Key Start into the Super Key
  • Select PPL Update Organisation workflow from the Task Selector
  • Select PPL Payroll and Bank Details from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payroll and Bank Details (P1PD) screen, on the PPL bank details table, select Add
  • The Create bank details box will open. Complete the required fields
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save

To finalise the update, see Table 6.

17

The employer is not registered for PRODA or Business Hub

If the employer is not registered for online services, verify the employer’s details prior to manually updating the organisations bank details. The employer must verbally provide:

  • their full name
  • their association with the business
  • the Australian Business Number (ABN), and
  • their work phone number and address details

Verify the users association with the organisation by searching the following:

  • Australian Business Number register
  • Organisation Contact Summary (OSCS) screen
  • Registrations and Access Management (RAMB), request assistance as per Tier 0 technical support - self-sufficiency
  • An email from user to the PPLEPT mailbox, from their business’ email address. This can be requested from the user, where no other association exists

Is the user linked to the organisation?

  • Yes, go to Step 18
  • No, tell the employer to arrange for a person who is associated with the organisation to contact the PPLEPT

18

Manually update the business bank details

In Process Direct:

  • Select the Organisation summary tile
  • Record the organisation name in the name field, select [Go]
  • From the search results, select the PPX record for the organisation
  • Select PPL Update Organisation workflow from the Task Selector
  • Select PPL Payroll and bank details from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payroll and Bank Details screen, on the PPL bank details table, select Add
  • The Create bank details will open. Complete the required fields
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save

To finalise the update, see Table 6.

19

Record Notes, request employer contact

On the employee’s record in Process Direct:

  • record a Note
  • use Fast Note - select Auto text, use Families >PPLEPT > Returned PPL funds – Employee

On the employer’s PPE record in Process Direct:

Procedure ends here.

20

Undo latest incomplete transfer

In employee’s record in Process Direct:

  • Go to the START screen. Search for and select the PPL Update Employer Determination and Payroll workflow
  • Select PPL Payment Delivery Role Transfer from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen, expand the relevant claim using the twisty in the Action field
  • On the PPL payment delivery role transfer action table, select Add
  • The Create PPL payment delivery role transfer action box will open
    • Perform action: Undo latest incomplete transfer
    • Inhibit employer letter: No
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save
  • Select Assess
  • Select Assess again to go the Entitlements (ELD) screen
  • Check the results on the ELD screen are correct
  • Select Finish
  • Select Finalise

Go to Step 21.

21

Recording transfers from an employer to Services Australia

This procedure applies to PPL/CUR, PPL/ASS and PPL/CAN records.

In the employee's record, in Process Direct:

  • Go to the START screen. Search for and select the PPL Update Employer Determination and Payroll workflow
  • Select PPL Payment Delivery Role Transfer from the pop-up box
  • Select Start
  • On the Parental Leave Pay (PPL) Payment Delivery Role Transfer (P1PDT) screen, expand the relevant claim using the twisty in the Action field
  • On the PPL payment delivery role transfer action table, select Add
  • The Create PPL payment delivery role transfer action box will open:
    • Perform action: 'Change payment delivery to FAO', or if the employer role has been revoked, 'revoke determination'
    • Revoke Reason: select from the drop down list
    • Date of Effect of the Paid Parental Leave Delivery Role Transfer: date of effect (DOE) of the PPL delivery transfer
    • Inhibit employer letters: leave blank
  • Select Save
  • Update Receipt date, Channel and Service Reason fields
  • Select Save

Check the employee's nominated PPL tax rate is applied on the Payment Instruction Summary (PINS) screen. For information on how to update tax deductions see Managing Australian Taxation Office (ATO) tax deductions.

Spanning financial years

PPL payments paid to an employee in the financial year will affect their income and taxation obligations for that financial year. If the employees PPL payment crosses financial years, and is paid after 1 July, the full payment will affect income and taxation for the financial year it was received.

Where an employer determination is being revoked:

  • within 4 weeks of the end of a financial year, and
  • the employee is receiving future payments (i.e. the employer was on a 6 weekly payment cycle), and
  • the PPL payment has already been delivered

Service Officers should contact the PPL employee to discuss payment delivery options.

If the payment delivery is changed to Services Australia:

  • the PPL payments will be issued immediately in the current financial year, or
  • the employee can elect for the funds delivered to them in the new financial year

Employees who request payment delivery in the new financial year will need the payment delivery transfer action held until the new financial year.

To finalise the update, see Table 6.


Finalising PPL change of circumstances

Table 6

Expand table

Step

Action

1

Completing PPL change of circumstances update

Once all updates have been completed, select Assess.

Address any errors/warnings on the SAP Warnings and Errors (SWE) screen.

Use Roxy Digital Assistant in Process Direct to address any warnings or errors that present in the Message Log.

Refer to additional support resources where errors or warnings present including:

  • Operational Blueprint
  • mySupport
  • Process Direct - Current Issues page and Network News Updates (NNU)

If error or warnings cannot be resolved using above resources, raise an incident via Roxy. See Reporting ICT issues in Process Direct.

Note: do not attempt unapproved manual workaround.

Does warning ‘PPL debt will be sent to employer or E231AS - Must enter PPL debt action code for customer’ present?

2

Errors corrected – no debt warning or E231AS
  • After fixing any errors, select Assess again to go the Entitlements (ELD) screen
  • The ELD screen displays the outcome of the activity and payment dates
  • Check the results on the ELD screen are correct
  • Select Finish
  • Record additional details of the update in the finalisation Note
  • Select Finalise
  • Tell the customer of the change of circumstances outcome
  • If the customer's PPL entitlement has been reassessed and an overpayment is identified:
    • the overpayment may be offset against any PPL arrears that are created in the same activity
    • add the details of the overpayment to the finalisation Note
    • if the overpayment amount is not fully offset with the PPL arrears, the remaining amount will become a debt. The debt shell will auto-allocate to the appropriate debt team for investigation
  • The customer will be issued with a letter advising of the outcome. A copy of the letter will also be issued to the customer's employer if required

Go to Step 4.

3

Handover to Customer First to finalise update

If:

  • a PPL Change of Circumstances update being completed within Process Direct results in either a:
    • PPL employer debt warning PPL debt will be sent to employer, or
    • error E231AS - Must enter PPL debt action code for Customer displaying on the Entitlements (ELD) screen,
  • finalisation of the update will be prevented

If the error occurs in a QMA activity, see Table 3 > Step 7 in Quality Management Application (QMA) quality checking to reject the activity. Once rejected, return to this step and continue.

Before finalising the change of circumstance transaction, complete all updates in Process Direct. Once this has been done:

In some cases, the handover button will not be available within the NNCL. In these cases, the NNCL activity is on hold, and the status needs to be updated or has already been handed over to Customer First/Customer Record for action. If the activity cannot be located in the relevant legacy system, raise an incident via Roxy within the activity.

  • Select the started activity from Activity List (AL) and proceed to Assessment Results (AR) within Customer First
  • Select the relevant Debt instruction and finalise
  • Document the record, including the reason why the transaction was handed over for processing

Go to Step 4.

4

Further actions

Further actions may be required dependant on the update that has been finalised.

If the update was the result of:

  • updates to previously provided employer payroll details (from Table 3) - and payroll details have been updated, go to Step 5
  • PPL funds for employer paid to incorrect bank account (from Table 4), and
  • PPL funds automatically returned (from Table 5), and
  • paymaster role transferred to Services Australia, see Table 7 > Step 6
  • employer’s bank details have been updated, see Table 7 > Step 7

5

Finalise updating payroll change

On the employer’s record in Process Direct:

  • (if applicable) annotate and close Payroll update <claim ID> Note with details:
    ‘Date and time: <insert date and time of contact>
    Name of contact: <record full name>
    Email and written correspondence uploaded: Yes/No
    If no, why: <record reason>’
    The employer has provided:
    - reason for the update in writing
    - new payroll details in writing
    - verbal confirmation of the new payroll details: Yes/No
    Payroll details updated for this employee.’
  • (if applicable) record a Note. Use Fast Note – select Auto Text, use Families > PPLEPT > Payroll details update with details:
    ‘Date and time: <insert date and time of contact>
    Name of contact: <record full name>
    Email and written correspondence uploaded: Yes/No
    If no, why: <record reason>’
    The employer has provided:
    - reason for the update in writing
    - new payroll details in writing
    - verbal confirmation of the new payroll details: Yes/No
    Payroll details updated for this employee.’
  • Upload email and any written correspondence (if applicable) via the Documents icon
  • File the email in the relevant 'month' folder in the PPLEPT mailbox (if applicable)

Procedure ends here.


Further actions and documentation

Table 7

Expand table

Step

Action

1

Finalise unsuccessful refund request or payment trace response received

In the employee’s record in Process Direct:

  • Make one genuine attempt to contact the employee to advise of the transfer, details of payments and arrears (if applicable)
  • Annotate and close the PPL incorrect acc Note to include the following text, ensuring all fields are answered:
    PPL funds revoked due to unsuccessful or delay in refund request.
    Date of revocation:
    Reason for revocation:
    Relevant act reference for revocation:
    Arrears: (if applicable)
    Employee contacted: Yes/No. If Yes, record details of conversation with the employee (if applicable)

In the employer’s record in Process Direct:

  • Make one genuine attempt to contact the employer. If successful, advise the employer that their role has ended for this employee
  • Annotate and close the Inc bank acc <claim ID> Note to include the following text:
    Employer contacted: Yes/No. If yes, record conversation.
    PPL funds revoked as the employer listed bank details that do not belong to the business when accepting the employer determination for PPL.
    Upload payment trace and/or any request for refund responses (if applicable)

Is debt action required?

2

Unsuccessful second or subsequent contact attempt with employee

In the employee’s record in Process Direct, Annotate and close the PPL incorrect acc Note, to include the following text, ensuring all fields are answered:
Employee contacted: No
Attempts to contact employee: <insert attempt date and times>
PPL funds revoked as the employer listed the customer’s (employee) bank details when accepting the employer determination for PPL. The PPL funds were delivered directly into the third party (customer’s) bank account.
Date of revocation:
Relevant act reference for revocation:
Arrears: (if applicable)

3

Successful contact attempt with employee

In the employee’s record in Process Direct:

  • Annotate and close the PPL incorrect acc Note or record a Note (if applicable)
  • Use Fast Note - select Auto text, use Families > PPLEPT > PPL delivered to incorrect acc -Employee
  • Include the following text:
    Employee contacted: Yes
    Record details of conversation with the employee:
    PPL funds revoked as the employer listed the customer’s (employee) bank details when accepting the employer determination for PPL. The PPL funds were delivered directly into the third party (customer’s) bank account.
    Date of revocation:
    Relevant act reference for revocation:
    Arrears: (if applicable)
  • Annotate and close the PPL Funds Note (if applicable) include the following text:
    PPL funds revoked as the employer listed the customer’s (employee) bank details when accepting the employer determination for PPL. The PPL funds were delivered directly into the third party (customer’s) bank account.

To update the employer record, go to Step 4.

4

Update the employer record

Make one genuine attempt to contact the employer to:

  • discuss the end of role
  • update the Business bank account details during the phone call, preferably online

On the employer’s record in Process Direct:

  • record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > PPL delivered to incorrect acc-Employer. Include the following text:
    PPL funds revoked as the employer listed the customer’s (employee) bank details when accepting the employer determination for PPL.
    The PPL funds were delivered directly into the third party (customer’s) bank account.
  • upload any relevant correspondence (if applicable) via the Documents icon
  • file any relevant emails in the relevant ‘month’ folder in the PPLEPT mailbox (if applicable)

Are debt actions required?

5

Debt actions

Select appropriate action based on if the third party details were obtained and/or confirmed.

If the third party details have been provided/confirmed
  • By either:
    • confirming the funds were issued to an employee’s bank account, or
    • the financial institution responded with the third party details, or
    • third party details are received in a payment trace response
  • the debt is to be raised on an employee’s or the identified third party record

Transfer details to Payment Assurance using Fast Note. See the Background page of Create a new debt record manually on DMIS > Non-Debt Program staff or non-Payment Assurance Operations staff section for the Fast Note to use.

  • Include the following information in the Fast Note:
    Reason to raise a debt is due to the employer <insert employer CRN> listing the third party’s <insert third party CRN> bank details when accepting the employer determination for PPL. The PPL funds were delivered directly into the third party (customer’s) bank account.
  • Detail the information gathered to determine the location of the funds
  • Adjust any debt shell on the employer’s record. See Finalised 'no debt' (FND) or 'zeroing' debts that are not legally recoverable

Procedure ends here.

If the third party cannot be identified
  • Due to:
    • the financial institution not responding to correspondence, or
    • the employer did not provide sufficient details to identify the third party, or
    • a payment trace failure
  • On the employer’s record:
    • add the keyword '3rdparty' to the undetermined debt shell
    • add the following to the debt notes to be visible on the Assessment Listing (AL) screen ‘refer to Inc bank acc <claim ID> Note for details of this debt’
    • Insert the relevant claim id details

Procedure ends here.

6

Paymaster role transferred to Services Australia
  • On the employee’s record in Process Direct:
    • annotate and close the RTN PPL funds Note, to include the following:
      Employer has not provided new bank details, so Services Australia will take over to deliver the PPL.
      Employee contacted: Yes/No
      If yes, record conversation: <record full discussion had with employee>
    • if PPL funds from the employer have been returned and the employer is no longer the paymaster, a permanent payment block will be required against any relevant payments on the employee's Payment Summary (PS) screen. Where a permanent payment block is required, see Table 3 in Payment of arrears after reassessment and stopping a payment for escalation.
  • On the employer’s record in Process Direct:
    • annotate and close the RTN funds <claim ID> Note, include the following:
      Attempt made to contact the employer to obtain bank details for returned funds: Yes/No
      Employer has not provided new bank details, so Services Australia will take over to deliver the PPL.
    • if a debt shell has been created on the employer PPE record (if applicable), make it a Finalised No Debt. See Table 2 in Finalised 'no debt' (FND) or 'zeroing' debts that are not legally recoverable

Procedure ends here.

7

Re-issue PPL if the employer is the paymaster

Prior to re-issuing payments, check that the bank details have been updated.

In Process Direct:

  • Go to the (PPX) Paid Parental Leave Pay Group in the employer's record
  • Make sure correct business bank details are coded on the PPL bank details table on the Parental Leave Pay (PPL) Payroll and Bank Details (P1PD) screen

If the bank details are correct then, to re-issue a returned payment to a PPL employer, in the employer’s PPX record, in Process Direct:

  • Key Start into the Super Key
  • Select PPL Reissue Employer Payments workflow from the Task Selector
  • Select Start from the pop up-box
  • The Parental Leave Pay (PPL) Reissue Employer Payments screen (P1REP) screen will display
    • ‘Tick’ the check box beside the Delivery Date to return all payments listed, or
    • ‘Tick’ the box of the individual payment line to be returned
  • Select Reissue Returned Payments

Note: the activity will auto-complete.

Further actions:

  • PPL funds automatically returned (from Table 5), go to Step 8
  • PPL funds for employer paid to incorrect bank account (from Table 4), go to Step 9

8

Further actions where PPL funds automatically returned

Employer business bank details have been updated, funds re-issued.

  • On the employer’s PPE record, in Process Direct, if there is:
    • a RTN funds <claim ID> Note on the record from previous contacts, annotate and close the Note to include the following text, ensuring all fields are answered:
      Bank details updated for the employer: Yes/No
      Amount of funds reissued:
    • no RTN funds <claim ID> Note on record, record a Note. Use Fast Note - select Auto text, use Families > PPLEPT > Returned PPL funds - Employer. Include the following:
      Bank details updated for the employer: Yes/No
      Amount of funds reissued:
    • Upload any written correspondence via the Documents icon (if applicable)
    • File the GDES email or any correspondence into the relevant folder in the PPLEPT mailbox (if applicable)
  • On the employee’s PPE record in Process Direct, annotate and close the RTN PPL funds Note to include the following text ensuring all fields are answered:
    Bank details updated for the employer: Yes/No
    Amount of funds reissued:

Procedure ends here.

9

Further actions where PPL funds paid to incorrect bank account

Make one genuine attempt to contact the employer. If successful, tell them:

  • the funds will be reissued, and
  • the amount and date of payment

On the employer's PPE record in Process Direct:

  • Annotate and close the due Inc bank acc <claim ID> Note
  • Make sure all fields are answered, including the following text:
    Were funds returned: Yes/No
    If returned, payments reissued to the updated business bank account: Yes/No/NA
    Employer contacted: Yes/No. If yes, record the conversation

Procedure ends here.