Status Resolution Support Services (SRSS) payment enquiries 005-06070010

If the enquiry is outside the scope of the Service Officer's knowledge or training, the call can be transferred unannounced to the Multilingual Phone Service.

Customers currently in receipt of SRSS will have a benefit status of NRR/CUR. Payment details display different to income support payments.

If the enquiry is about:

• the rate of payment (current/historical), go to Step 2
• non-receipt of payment, go to Step 3
• change payment destination, go to Step 4
• an income statement, go to Step 5
• services and assistance, go to Step 6
• Services Australia letter, go to Step 7
• Department of Home Affairs deductions, go to Step 8
• change of circumstance, see Change of circumstances for Status Resolution Support Services (SRSS) payment customer
• a third party making enquiries, see Person permitted to enquire for Status Resolution Support Services (SRSS) payment customers
• hardship or is requesting an immediate payment, see Status Resolution Support Services (SRSS) payment customer or an asylum seeker is in hardship
• immigration status, transition of payments or other further assistance, refer them to the Department of Home Affairs, Status Resolution Service. See Resource page for a link

In the Customer First record:

• Go to Workspace
• In the search field enter Payment List and search
• Select Payment List from the Financial Customer Care block
• Select the payment amount to view payment components, including deductions

Payments are listed including the date, amount and the bank account the payment was sent to.

For more information, see Viewing payment details for native Customer First payments.

Customer asks for details of next payment

To view Planned Payments in Customer First:

• Go to Workspace
• Select CRN hyperlink
• Scroll down to Cases tab
• In the Type tab select Status Resolution Support Services
• In the Social Services tab select the latest SSP ID
• Select Planned Payments

Note: for provisional or future payments, advise the customer that the amount is an estimate of the future payment.

To view payments due to be delivered overnight:

• Go to Workspace
• Select Financial Customer Care
• Select Open Item List

This will list payments that are queued and ready to issue.

Check:

• If the non-payment is due to the 6 monthly review not completed, action the review.
  See Status Resolution Support Services (SRSS) payment reviews
• If SRSS status is cancelled or suspended. See Suspending, cancelling, or restoring Status Resolution Support Services (SRSS) payments
• If there has been a change in circumstances. See Change of circumstances for Status Resolution Support Services (SRSS) payment customer
• If customer’s payment is returned. See Payment list with text Return reason. Update the bank account details in Process Direct. Payment automatically issues to the new bank account the following business day. See Changing payment destination
• If payment destination details are correct, check the SSP has been approved. See Status Resolution Support Services (SRSS) Social Service Plan

To view current bank account details, in Customer First:

• Go to Workspace
• Select CRN hyperlink
• Select Bank Detail Edit Tab
• Procedure ends here

To view current bank account in:

• Customer First
• Select CRN hyperlink
• Select Bank Account Detail Tab
• Process Direct
• Key PASB in the SuperKey

SRSS policy states:

• the bank account must be with an Australian financial institution
• SRSS customers cannot have a payment nominee

Is the customer requesting to change the payment destination?

• Yes. See Changing payment destination. DOC the record with the updated bank account details
• No. Procedure ends here

Note: the updated bank account will apply from the date of the change.

In Customer First, access the latest Social Service Plan (SSP)

• Go to Workspace
• Select the CRN hyperlink
• Scroll to the customer's Cases tab
• In the Type tab, select Status Resolution Support Services
• Under customer name and address, hover over the word More, select the drop down tab and select either:
• Print Income Statement Local, or
• Print Income Statement Central

SRSS customers are not eligible for other services or referrals, including advance payments, bereavement, health care cards, concession cards or referrals to other agencies.

Social work referrals are only available where immediate crisis exists. See Status Resolution Support Services (SRSS) payment customer or an asylum seeker is in hardship.

Refer these customers to their Department of Home Affairs contracted service provider. See Status Resolution Support Services (SRSS) payment customer or an asylum seeker is in hardship.

To view letters in Customer First

• Type 'search outbound correspondence' from Workspace > Customer Communication to access the Search Outbound Correspondence tool
• Enter the customer's CRN without spaces in the Recipient CRN field and select Search
  Note: searching by CRN is not mandatory. Searches can be conducted using any/all of Search Criteria fields
• A list of correspondence generated will display
• Select the History ID next to the letter to view. Letter with a status of ‘Sent to Open Text’ has been sent to the customer

To print letters in Customer First

• Correspondence listed in the Search Outbound Correspondence tool cannot be reissued automatically. It can only be printed locally
• Select the History ID next to the letter to display a PDF copy of the letter
• Select the Print icon to print the letter locally
• Retrieve the letter from the printer

For more information, see Viewing or reissuing a letter or electronic message.

If an SRSS customer is asking if the SRSS payment is taxable, refer the customer to the Department of Home Affairs.

To check a future payment, access the Social Services Plan:

• In Customer First go to Workspace:
• select the CRN hyperlink
• scroll down to the Cases tab
• select Status Resolution Support Services under the Description tab
• select SSP ID hyperlink
• select Planned Payments
• The Settlement Period will also include document type: Dedns' external
• The deduction amount will be 5% of the total SRSS payment (all components) after the income test is applied

To check past payment, to access the Payment List:

• In Customer First go to Workspace:
• select Payment List (Financial Customer Care)
• select the latest posting date
• select payment amount, the Department of Home Affairs deduction link will display:
  Document type: Dedns' external
  Sub Transaction - Text: WHS DIBP Bank 4-6 IMA or Non IMA
• The deduction amount will be 5% of the total SRSS payment (all components) after the income test is applied

Procedure ends here.