Additional assistance
Hierarchy of Income Management measures that will apply to a principal
Nominee Income Management (NIM) Manual Follow-ups (MFUs)
Contact details
Income Management Payment and Contact team (IMPACT)
Enhanced Income Management program and technical support
Technical Support Line
Deduction service reasons
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Deduction service reasons
Letters
Services Australia has endorsed the letter or electronic message for use. It is the latest version. Do not use locally produced letters or electronic message.
Payment Delivery letters
Email templates
PAS screen
Table 1: email template for customers who do not have a BSB and account number to update the PAS screen. Emails must be sent to the enhanced Income Management Helpdesk, marked 'high importance' with an 'OFFICIAL: Sensitive' classification.
Circumstance | Text |
Customer does not have a BSB and account number to update the PAS screen | Subject: Customer does not have a BSB and account number to update the PAS screen [CUSTOMER FIRST & LAST NAME & CRN] - Text: To: enhanced IM Helpdesk CRN: Primary Payment: Secondary Payment: IM Measure: NIM Customer does not have a BSB and account number to update the PAS screen Thank you, [Staff member name] |
Helpdesk webform
Level 2 Income Management (IM) Policy Helpdesk Webform
Internal support material
Enhanced IM Manual Follow Up (MFU) keywords table
Intranet
Enhanced Income Management
Income Management
Locations
Enhanced IM locations
Income Management areas
Nominee IM and enhanced IM
Nominee IM and enhanced IM scenarios and suspension rules - hierarchy
Table 2: this table describes scenarios relating to nominee enhanced IM, and suspension rules.
Item | Scenario |
1 | NeIM current requests to Volunteer for eIM John is not currently income managed, but their payment nominee, Suzie, has just started enhanced IM under the Compulsory (LTWPR) measure. John commences onto NeIM-CeIM. John contacts 2 weeks after being placed on NeIM-CeIM to transfer to Voluntary enhanced IM (VeIM). John is not eligible for VeIM as they are already being income managed under another measure. |
2 | Current Voluntary eIM customer appoints a new payment nominee subject to income management James is currently on VeIM and decides to appoint a payment nominee, as they will be in hospital for 8 weeks. James appoints their sister Julie to be the payment nominee, and Julie's payments are income managed under the Compulsory (DEY) measure. NeIM-CeIM is profiled in the background for James, however not commenced due to the current VeIM arrangement being in place before NeIM-CeIM. James will continue to be income managed under VeIM. Should James end their voluntary agreement, they would automatically commence NeIM-CeIM, if they retained the payment nominee. |
3 | Payment nominee no longer subject to income management Julian has been on NeIM-CP as their payment nominee Andrew, had their payments income managed under the CP measure for the last 12 months. Andrew has been assisting Julian to manage their money. Andrew's Child Protection period has ended and their payments are no longer subject to income management. As Julians payment nominee is now an excluded payment nominee, Julians NeIM-CP will automatically end, and their payments will no longer be subject to income management. |
4 | Payment nominee is ended and no new payment nominee is appointed Shannon is currently on NeIM-CeIM, as they have a payment nominee Jeff, whose payments are currently being income managed under the Compulsory measure. Jeff has been assisting Shannon over the last 6 months. Shannon now feels independent to budget and manage their own payments as they are planning on moving interstate. Shannon ends Jeff's payment nominee arrangement and does not appoint a new payment nominee. As Shannon's payment nominee arrangement has ended, their payments will no longer be subject to income management. |
5 | eIM current customer and change in circumstances June is currently income managed under the Vulnerable Welfare Payment Recipient (VWPR Notice) measure, and their payment nominee (partner) is income managed under the Child Protection (CP) measure. NeIM-CP is manually switched on in the background. When the Vulnerable notice expires, VWPR ends. June's payments will commence being income managed under NeIM-CP, meaning 70% percent of their payments will be income managed. |
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