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Using the Payment Adjustment (PYAJ) screen 103-04040080

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This document outlines how to reissue funds from over-recovered debts and payments unable to be generated by any other system workaround. This is done by the use of the Payment Adjustment (PYAJ) screen.

Limited access to PYAJ screen

Access to the PYAJ screen is limited to:

  • service centre and smart centre officers at the APS 5 or above level
  • ICT Service Desk Staff
  • Payment Helpdesk Staff
  • Debt Staff

Application required for access to PYAJ

Staff not included in the above list who require PYAJ screen access, must make an application via the ICT Security portal. If approved, access will be limited to a reviewable period.

All requests must include a clear description as to why access is required. Generic comments including ‘needed for adjusting payments’ will be rejected.

System problems

The PYAJ screen should only be used to make payments to customers where the system is unable to process refunds or where there are genuine system faults which prevent the normal use of the system to make a payment.

System problems should be referred to the appropriate business team via mySupport in the first instance. They will analyse the customer's record to identify the most appropriate system action and will advise if/when coding details on the PYAJ screen is the only option. Correct recording of the date of event should result in correct payments being issued in most cases. The Assessment Results (AR) screen should be carefully checked before finalising any activity.

Payments to be made via PYAJ as part of an approved workaround for system limitations do not need to be reported.

Where a payment cannot be paid via PYAJ (for example, an error presents), a Notice to prepare a Refund Account (SF030) form must be completed and sent to Financial Shared Services for action.

Family Tax Benefit (FTB) PYAJ adjustments with the reason code 'SYL' will impact FTB reconciliation results. The system will include the PYAJ amount into reconciliation as a negative adjustment (following reassessment after coding). Families Manual Intervention (MIV) may be required to correct the reconciliation outcome.

The PYAJ screen cannot be used to pay Child Care Subsidy (CCS) or payments to deceased customers.

Bereavement payments

Bereavement payments are to be assessed through the customer's record using the applicable bereavement procedures and must not be paid via PYAJ.

The Resources page contains links to the Notice to prepare a Refund Account (SF030) form, ICT Security Portal (ISP) and contact details for Financial Shared Services.