Reissuing a group payment paid to an organisation in error 103-04040120

Adjustments would need to be recorded against a group payment organisation when:

• a customer has left an organisation before the pension payday and the customer's pension was still paid to the organisation, go to Step 2
• a customer has died and the money is still paid to the organisation after death, go to Step 4
• a customer has had their payment paid to a group home in error, go to Step 2

Has the payment been sent to a group payment organisation?

• Yes, go to Step 3
• No, this procedure does not apply

A customer may request an immediate payment by direct credit or an Electronic Benefits Transfer (EBT) card. If an immediate payment is not needed, the replacement payment will be made to the customer's nominated bank account.

Note: before reissuing the payment, make sure that the correct payment destination has been recorded.

The payment must be recovered from the group payment organisation. Go to Step 4

The organisation can have the payment recovered:

• by adjusting their next group payment, or
• they may prefer to manually return the payment by Electronic Funds Transfer (EFT)

Does the organisation want the payment recovered by adjusting their next group payment?

• Yes, go to Step 5
• No, go to Step 6

Go to the Direct Debit Adjustment Screen (DNA) screen.

Code the following fields:

• Adjustment Amount: record the amount paid to the customer and adjusted against the organisation. Note: dollar sign cannot be coded, only record numerical amount, with decimal point for cents where needed.
• Dlvry Date: record the delivery date of the adjustment.
• Manual Payment Made: 'Y' Yes
• External Payee: record the group payment code of the organisation
• Payee Reference: record the Customer Reference Number (CRN) of the organisation
• Benefit Type: record the relevant pension type, e.g. AGE, DSP or PPS

Note: the Deduction Type: field will automatically be recorded.

• Press [Enter] and finalise activity
• The adjusted payment will be displayed on the Deduction Summary (DNS) screen
• The payment will also show on the Payment Summary (PS) screen as being returned

If the organisation is going to return the payment by EFT:

• they must include the customer's CRN as the reference, and if possible,
• the date payment was received by them

Record details on a DOC.

If death action results in an undetermined debt activity because excess payments have been made to the group payment organisation after the customer's death, record:

• notes about the DNA screen coding, or
• details in the debt activity notes that payment will be returned by EFT