Processing Payment Reconciliation (PAYREC) DOCs 103-21041532

Service Officers allocated the Payment Reconciliation DOC must investigate the customer’s record to determine if the customer has been over or underpaid and action accordingly.

Run ID: XXXX This is the unique code allocated by the system when the payment is processed and delivered to the customer. The Run ID correlates with the ID: field found on the Payment Details (PD) screen. To find the ID: field on the PD screen, select the payment from the Payment Summary (PS) screen. To confirm this is the correct payment, the last 4 characters of the ID: will match the Run ID in the DOC. See Resources page for an example of the Payment Reconciliation DOC.

Recn Gross: Gross payment amount recorded by the system for payment reconciliation, this is the amount used to check against what has been delivered to the customer. This amount is calculated for the pay period minus any additional payments (for example arrears/add-ons).

Pay delivery: Gross amount paid to the customer as per the PD screen.

Detm Gross: Gross amount determined by the system as the customer’s regular standard payment (this should equal the rate components broken down at the bottom of the DOC).

Component breakdown: The DOC contains a list of components, which combined should equal the Gross amount. Some payments may have more components than the DOC can display. Where the components list ‘+++’ at the bottom, review full list on the Payment Details Component (PDC) screen within the payment.

Note: to access the PDC screen, 'S'elect the relevant payment on the PS screen and press [Enter], then press [Enter] again.

Late reporting/Late stim or change of EPED: The system expected a payment on the usual date, that is, 2 weeks after the last one. If the payment is reported late or the Entitlement Period End Day (EPED) has changed, it will often create a DOC saying the customer has been paid $0 on the due date and/or the customer has been paid a full payment on a different date when $0 was due on that different date.

Delivery of a one-off payment: The system is often confused by the delivery of a one off payment, such as quarterly Clean Energy Supplement (CES), Carers Supplement (CS), or even Telephone Allowance (TAL). This will often lead to the creation of a DOC indicting a discrepancy equal to this amount.

Weekly payments: Weekly payments will usually cause a DOC to generate each week because the system expects one full payment, not 2 half payments.

Part payment: If the customer is suspended or cancelled part way through an EPED, the system will often generate a DOC because it is expecting a full fortnightly payment, not the part payment that has been delivered.

Holiday pay: Early processing of payments due to holiday processing usually generate a Payment Reconciliation DOC as they are not on the usual time schedule.

Arrears: Arrears payments are outside of the normal fortnightly payment calculation and will often trigger a Payment Reconciliation DOC.

Debts: The reduction of a payment due to an overpayment being calculated can often cause a DOC to generate as the system is expecting a full payment.

International customers: A DOC may generate when a customer has recently moved into Environment I and there has been a change of EPED due to the payments being delivered every 4 weeks.

Reissued/Rejected Payments: Where arrears payments exceed the system payment limit, when these payments are reissued, they are split and will cause a DOC to be generated.

Refer to Resources for an example.

Review the information contained in the DOC.

Check the system the payment is for: NSS, PEN, PGA, FAO etc.

Note: Payment Reconciliation DOCs are registered for the system the payment reconciliation occurred in. DOCs may display different service reason than what the customer is being paid (for example, DSP listed as the service reason in the DOC but the customer is actually in receipt of AGE). The payment reconciliation issue has been identified for the payment the customer is in receipt of and not the service reason displayed in the DOC.

• Check the Receipt Date on the DOC
• Go to the Payment Summary (PS) screen and find the corresponding payment for that delivery date
• Select the corresponding payment and check if there are any clear reasons given why the DOC has been created, using the above points as a guide

Note: the points in Step 3 are to be used as a guide and may not always be the only reasons for a Payment Reconciliation DOC generating. Where additional support is required, check with the LPS or SSO in the first instance.

Is the reason for the discrepancy able to be identified?

• Yes:
• but the customer has received the correct entitlement, go to Step 7
• payment issue identified, go to Step 6
• No, go to Step 5

There are occasions where the information in the Payment Reconciliation DOC is incorrect.

To assist in payment rates and calculations, see Rates and Thresholds. Note: these rates are the maximum rate for each individual payment, so each customer’s individual circumstances need to be considered.

Identify the customer's payment(s) and calculate the entitlement minus any deductions (Centrepay, withholdings, debts etc.)

If the manual calculation and customer payment are correct, but the Payment Reconciliation DOC is incorrect, go to Step 7.

If the cause of the discrepancy is unable to be determined, escalate the DOC through to the LPS or SSO. The LPS or SSO will then investigate the record to determine if the discrepancy can be identified. If the discrepancy is still unable to be identified, the LPS or SSO is to raise an incident to the appropriate team via mySupport. Refer to Resources for a list of relevant mySupport forms.

Annotate the DOC advising it has been escalated for further investigation, including the Service Desk (SD) number and complete the DOC.

If an overpayment or underpayment has been identified, go to Step 6.

Otherwise, procedure ends here.

If the discrepancy can be clearly identified and the customer has been overpaid, see Debt identification.

If the Service Officer believes the customer has been underpaid and a payment adjustment is required, refer the details to the LPS or SSO who will investigate, and raise an incident to the appropriate team through via mySupport. Refer to Resources for a list of relevant mySupport forms.

Annotate the DOC advising it has been escalated for further investigation, if mySupport form raised, include the incident ID. Do not complete the DOC.

Procedure ends here.

Annotate the DOC, confirming:

• payment reconciliation has been completed and no further follow-up is required, and
• why the payment is correct (late stimulus, manually calculated, one off payment, etc.)

Complete the DOC.

Procedure ends here.