Processing a returned payment 103-04040100

A customer or third party attends a Service Centre and wishes to return a payment, or a cheque is received by mail.

Cash repayments should only be accepted where there is no other way for the customer to make the lump sum repayment, for example:

• they do not have a credit or debit card and there is no Australia Post outlet nearby
• the return is unsolicited and no payment reference exists to use preferred methods. This happens where the customer:
• objects to receiving a payment they are legally entitled to
• returns a payment to maintain eligibility for another payment (i.e. returning a COVID-19 Disaster Payment to claim a higher state-based payment)

If the customer objects to receiving a payment they are legally entitled to, clearly explain the purpose of the payment and record a detailed DOC on the customer's record.

Commonwealth Seniors Health Card customers

If a quarterly supplement is being returned and the customer does not wish to receive future payments, code suppression to stop future payments. See Suppression of quarterly supplement for further information.

Issuing receipts

All repayments made at an office require a receipt to be issued to the customer.

Receipts should be issued via ESSentials Production by staff with access to the system.

Deposit Books should only be used to issue a manual receipt if a printed ESSentials Production receipt is not available. The payment must then be processed in Essentials Production as soon as possible.

Enquiries about access to ESSentials Production or receipting and banking procedures should be directed to local Zone Offices.

Does the customer know how much is to be repaid?

• Yes, and the payment is:
• for an advance payment, see Lump sum repayment of advance payment. Procedure ends here
• an incorrect LPG Vehicle Scheme grant. Procedure ends here
• for a debt, go to Step 3
• an Australian Government Disaster Recovery Payment (AGDRP) being returned, go to Step 4
• a quarterly supplement or any other payment, go to Step 5
• No, go to Step 2

Check the following screens for an amount and reason:

• For a debt, check the Debt List (OPDL) screen
• For an Advance payment, check the Advance Payments Summary (AVCS) screen
• For an incorrect payment or if the customer is returning a payment they object to, check Payment Summary (PS), Document List (DL), CES Summary (CESSUM), CEA Summary (CEASUM), One Off Payments (OOP) and History Summary (HS) screens

• Process payment in ESSentials Production with debt reference. This will ripple back to the customer record and finalise the debt
• Issue receipt to customer or third party
• Record details on a DOC

Go to Step 6.

• Process payment in ESSentials Production with 'Advance' reference
• Issue receipt to customer or third party
• Submit a Stop Customer Payment request via mySupport
• Email the Treasury Helpdesk requesting the payment be recorded as returned (RTN) on the Payment Summary (PS) screen on the customer's record. The helpdesk will confirm via email once actioned
• Record details on a DOC, including the following:
• reason payment has been blocked
• why payment was returned
• how payment was returned, for example, by customer
• amount and method, $x.xx cash
• date AGDRP was paid, period it was for
• ESSentials Production receipt number

The Resources page for a link to contact details.

Go to Step 6.

Process payment in ESSentials Production with 'Advance' reference

• Issue receipt to customer or third party
• If a quarterly supplement payment is being returned and the customer does not wish to receive future payments, code suppression to stop future payments
• Email the Treasury Helpdesk to record payment as returned (RTN) on the Payment Summary (PS) screen on the customer's record. For contact details, see Treasury Helpdesk. The helpdesk will confirm via email
• Record details on a DOC, including the following:
• why payment was returned
• how payment was returned, for example, by customer
• amount and method, $x.xx cash
• payment type, date paid, period it was for
• ESSentials Production receipt number

Go to Step 6.

Relevant money must only be banked in an official bank account, and must be banked within the following timeframes when the amount held is:

• greater than $1,000 - the next banking day
• between $100 and $1,000 - within 10 business days of receipt
• less than $100 - within one month of receipt

Alternatively, the CFO or National Manager, Financial Accounting Branch may specify extended timeframes if they are satisfied the circumstances warrant it, for example, cash held by very remote service centres/staff.

Relevant money must be held in a locked drawer, cupboard or safe while it is in your care, noting that you may be liable for the amount of a loss that occurs as a result of failing to adequately secure the money.

When banking relevant money, the official should aim to vary banking times and the route that you take to the bank to minimise the risk of loss or theft.