Reissue a payment returned from a financial institution 103-04040020

Item

Description

1

How to find the MFU activity

When payment is returned to the agency, an MFU activity titled 'unsolicited refund' appears on the Activity List (AL) screen as follows: 'Unsolicited direct credit return. Investigate. When correct direct credit destination obtained, reissue if entitled. Paydate DD/MM/YYYY'.

To search for the Work Items, in Work Optimiser, use the advanced search in Worklist using:

• View: All Work
• Work Item Type: ZIAM RTN GEN

2

MFU for returned family assistance payments

As family assistance payments are issued in two parts, Family Tax Benefit Part A (FTB Part A) and Family Tax Benefit Part B (FTB Part B), they will also be returned in two parts and not necessarily together or even one after the other. To reissue the returned payments, see the Process page.

The customer's record will corrupt when one of these family assistance payments is reissued before the second payment is returned to Centrelink, resulting in the family assistance payments not being reissued in full.

If this occurs, the issue must be referred to mySupport using the Support when assisting families webform as soon as possible so the record can be corrected. To prevent this corruption, it is vital that both the FTB Part A and FTB Part B are reissued in full, at the same time and after both the family assistance payments have been returned to Centrelink from the financial institution.

To search for the Work Items, in Work Optimiser, use the advanced search in Worklist using:

• View: All Work
• Work Item Type: ZIAM RTN GEN

3

Does a payment have to be returned before it can be reissued to the customer?

No, it is not necessary for the payment to be returned before it can be reissued to the customer.

If the Service Officer is able to confirm with the financial institution, or in the case of a third party or trust, that the customer does not have legal access to the money, see Reissue a payment at a customer's request.

4

Returned payment not showing on system yet?

The financial institution has advised that the payment has been returned, but the return (RTN) does not appear on the Payment Summary (PS) screen, why?

Any unsuccessful payments delivered via the NPP will be returned immediately.

If the payment delivered via direct credit or RTGS has been automatically returned from the financial institution it can take up to two working days from date the payment was returned, before the payment appears as return (RTN) on the PS screen. If a payment has been returned by bank cheque, the coding of the return may take longer.

In these cases, use procedure Reissue a payment at a customer's request.

5

E127PL - Direct Credit details must be updated, why is this error occurring?

Customer First has identified that the bank account that the payment was returned from have not been updated and still remain the same.

The error will prevent the payment being reissued until the payment destinations have been updated. See the Process page.

6

The financial institution refuses to provide any information about the payment, account or confirm the payment will be returned, can a Service Officer still reissue the payment to the customer?

The financial institution may, due to privacy, claim they are unable to provide this information. In these cases, the Service Officer should ask the institution if the customer has legal access to the account. If they do not, or the financial institution again refuses to provide the information, the benefit of doubt should be given to the customer and the payment should be reissued. See Reissue a payment at a customer's request.

If it is later found that the customer did receive the payment, a duplicate instalment debt will be raised and recovered.

7

If the payment has been returned, why does the Service Officer need to check the customer is entitled before reissuing the payment?

On occasion payments are issued to customers in error. The customer may only have been entitled to some of the funds or may have had no entitlement at all.

To prevent an incorrect payment being reissued to the customer and then recovered by a debt, the Service Officer should check the customer's record to ensure they are entitled to the full payment before it is reissued using this process.

8

A NPP payment has been returned from an account the customer has confirmed is correct, why?

If an NPP payment has been returned, the account showed as NPP reachable, but the NPP service itself may be unavailable. Usually, the system will automatically re-issue via RTGS if available, or via direct credit. Check the PS screen to see if the payment auto-reissued.

NPP payments can only be attempted once per day to a particular account.

9

An RTGS payment has been returned from an account the customer has confirmed is correct, why?

While rare, a financial institution or savings account may refuse a RTGS payment or identify that the name of the customer does not match the name of the bank account. In these cases, the payment will be returned.

It is important to check the BSB, account number and account name with the customer before the payment is replaced.

If the account details are correct, use an alternative method of payment other than RTGS. Note: unless a payment nominee arrangement is in place, the RTGS payment must be made to an account the customer has legal access to.

10

Is an SS292 Record of Immediate or Replacement Payment required to be completed?

If the replacement payment is being issued via EBT card or manual cheque the SS292 must be completed and signed by the customer.

Note: payments via NPP, RTGS or Direct Credit do not require the SS292 to be completed.