Restricted Direct Payments (RDP) 103-01050110

The majority of requests to access income managed funds should be able to be paid using one of the standard Income Management payment methods, therefore Restricted Direct Payments should only be granted in exceptional circumstances.

Discuss with the customer what they need the funds for and assess if the purchase can be made through a standard Income Management payment method. If so, the payment must be made using this option.

For details on coding expenses, see Coding Income Management expenses.

If there are no approved payment methods listed on the TPO Office Locator page and the National Business Gateway (NBG) have been unable to facilitate payment with the TPO:

• NBG will email the Income Management Helpdesk (using the webform) for consideration of an RDP
• If the RDP request is urgent and needs payment via New Payments Platform (NPP), Real Time Gross Settlement (RTGS) or Electronic Benefit Transfer card (EBT), the referral should also detail the necessary reasons outlined in Step 6 Immediate payment of one-off RDP via NPP, RTGS or EBT card
• See Resources for a link to contact details and the Helpdesk webform. Procedure ends here
• The Income Management Helpdesk will determine if an RDP is payable. Note: RDPs will not be granted to enable a customer access to an excluded good. Go to Step 2
• If an RDP is payable this will be processed by NBG. Go to Step 3
• If an RDP is not payable, this will be recorded on a DOC. When the customer recontacts, go to Step 8

Note: if the customer is requesting access to an income support arrears payment or their Family Tax Benefit (FTB) reconciliation payment that has been 100% income managed, see Unrestricted Cash Payments (UCPs).

For Income Management Helpdesk and the National Business Gateway (NBG).

Determine how much the customer is requesting and what they need the funds for. If the item can be purchased through standard payment methods using income managed funds, the customer must use this method, as it is the preferred approach.

See Changes to Income Management expenses for additional details.

Has approval for the one-off or regular RDP been granted?

• Yes, go to Step 3
• No, go to Step 8

Only staff with the appropriate ISP resource PYIRDP will be able to code the one-off RDP.

Before coding an RDP, check Payment destination details.

• Go to the Payment Destination Summary (PAS) screen
• Confirm the customer's payment destination for Service Reason 'GPY' matches the customer's most recent payment type

If there are no details recorded, or the account number is incorrect, select 'GPY' to go to the Payment Destination Details (PAD) screen to update account details. See Changing payment destination.

• In workflow, go to the Manage Expenses menu item and select Expense Management Summary
• Expense Management information on the Payment Expense Management Summary screen is displayed
• Scroll down to New Expenses at the bottom of the screen

From the Please select the expense you wish to add: dropdown list, select 'One-off Restricted direct payment' or 'Regular Restricted Direct Payment'. Click on Start.

For Income Management Helpdesk and the National Business Gateway (NBG).

The Payment Expense Management Details screen shows Expense Management - Add One Off Restricted Direct Payment. In the Expense inputs section:

• select an expense category
• type in a valid amount

Click Continue.

OR:

The Payment Expense Management Details screen shows Expense Management - Add Regular Restricted Direct Payment. In the Expense inputs section:

• select an expense category
• type in a valid amount
• Enter start date
• Enter end date
• Enter frequency

Click Continue.

For Income Management Helpdesk and the National Business Gateway (NBG).

The Expense Management Summary screen will show.

Check that 'RDP' is showing under the One-off expenses twisty or the Regular Expenses twisty and click the Finalise button.

Complete the activity through the Assessment Results (AR) screen.

Is the one-off RDP urgent and does the customer need access to the funds immediately?

• Yes, go to Step 6
• No, procedure ends here.

If a customer is in hardship and urgently needs access to their one-off RDP, funds can be issued via NPP, RTGS or EBT card.

Note: if the request for payment via NPP, RTGS or EBT is outside Income Management helpdesk hours, a National Business Gateway (NBG) Officer with the appropriate access can process the request.

When requesting an immediate payment, Service Officers must include the following:

• The exceptional and unforeseen reason for the immediate payment and why the customer is unable to wait the usual processing time (1-2 business days)
• The amount to be issued via immediate payment method
• The most appropriate method of issue for the customer (that is, NPP, RTGS or EBT). Note: NPP is the preferred payment option, if available. For more information, see Immediate payment by payment method New Payments Platform (NPP)
• If requesting issue via RTGS, confirm the customer meets current guidelines for this payment method and possibility of the customer's financial institution imposing fees and charges. Note: RTGS will only appear as the next available payment option if an NPP payment to a customer's account has been unsuccessful (due to their nominated account not being NPP-enabled, or the service itself is unavailable). For more information, see Immediate payment by payment method Real Time Gross Settlement (RTGS)
• If requesting issue via EBT card, include EBT card number and confirm the customer is aware of the terms and conditions, and use of the EBT card. For more information, see Immediate payment by payment method Electronic Benefits Transfer (EBT) card

When the webform or DOC has been finalised, contact the Income Management helpdesk or NBG to advise of the immediate payment request.

Is the immediate payment being issued via NPP, RTGS or EBT card?

• Yes, go to Step 7
• No, procedure ends here

Income Management helpdesk or NBG, go to Step 7

Income Management helpdesk staff or NBG Officers with the appropriate ICT resource PYIRDP can code the immediate payment as follows:

On the Payment Summary (PS) screen:

• Select the GPY payment to be issued via NPP, RTGS or EBT Card by typing 'R' next to the payment line
• Press [Enter]

On the Issue Payment Select (IPPRE) screen:

• The system will automatically 'S'elect Immediate/Arrears Payment for 'type of issue' and Default Destination (direct Credit/system Cheque) for 'destination type'
• Update the destination type field to New Payments Platform (NPP),Real Time Gross Settlement (RTGS) or EBT as appropriate
• Press [Enter]

On the Issue Future Payment (IFP) screen, complete the following fields:

• Issue Amt: the amount of the payment to be delivered (this may or may not be the full amount of the UCP)

Reason: 'EXC'

• Finished (Y/Q/N): enter 'Y'
• EBT Card Num: enter the EBT card number as provided by the Service Centre
• EBT Card Issue Date: date of issue
• Notes: the reason for issue
• Source: and DOR: fields
• Press [Enter] to complete the activity
• Record details of immediate payment on a DOC

When coding has been completed and where payment has been issued via an EBT card, the Service Centre Service Officer must make sure that the card is activated and all usual processes completed before giving the card and Personal Identification Number (PIN) to the customer. For more information, see Immediate payment by payment method Electronic Benefits Transfer (EBT) card.

Procedure ends here.

When the customer contacts they are to be advised:

• a one-off RDP is unable to be made, and
• they must use their discretionary cash to purchase the item