Processing Payment Reconciliation (PAYREC) DOCs 103-21041532
Expand allmySupport
Table 1: this table contains a list of mySupport forms that are used for reporting issues to the Centrelink Payment Support Team (CPST).
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mySupport form |
When to use this form |
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To report issues relating to payments and concessions for ageing customers. |
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To report issues related to payments and concessions for health, disability and caring. |
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Support when assisting customers in a crisis or an emergency |
To report issues related to payments for crises and emergencies for example Australian Government Disaster Recovery Payment (AGDRP), Crisis Payment, Special Benefit (SpB) etc. |
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To report issues relating to student payments and concessions. |
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To report issues relating to payments and concessions for parents and families with children. |
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To report issues relating to payments and concessions for Jobseekers. |
Example PAYREC DOC annotations
Table 2: these examples are to be used as a guide only. Annotations must accurately reflect the outcome of the individual reconciliation outcome.
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Outcome |
Annotation |
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Correct payment |
Payment reconciliation is complete and no further action is required. DOC generated due to arrears payment upon restoration of DSP on 05 Jan 2026. |
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Correct payment |
Payment reconciliation is complete and no further action is required. DOC generated due to customer receiving weekly payments. |
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Underpayment |
Payment reconciliation is complete and customer has been underpaid. DOC generated due to incorrect manual rate. Payment has been manually adjusted via PYAJ. |
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Overpayment |
Payment reconciliation is complete and customer has been overpaid. DOC generated due to suspension of payment partway through the EPED. Overpayment has been referred to the debt raising team. |
Common causes for a Payment Reconciliation DOC
Table 3
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Cause |
Description |
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Late reporting/Late stim or change of EPED |
The system expected a payment on the customer’s regular EPED date. If there has been a change to this date due to late reporting or EPED change during the fortnight, this may create a DOC advising manual investigation is required to ensure correct entitlement. |
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Delivery of a one-off payment |
Delivery of a one off payment, such as quarterly Clean Energy Supplement (CES), Carers Supplement (CS), or Telephone Allowance (TAL) may lead to the creation of a DOC indicting a discrepancy equal to this amount. |
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Weekly payments |
Weekly payments can cause a DOC to generate because the system expects one full payment, not 2 half payments. |
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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. |
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Holiday pay |
Early processing of payments due to holiday processing may generate a Payment Reconciliation DOC as the customer is reporting before their EPED has finished. |
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Arrears |
Arrears payments may trigger a Payment Reconciliation DOC. |
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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. |
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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. |
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Reissued/Rejected Payments |
Payments rejected for exceeding the system limit are split into multiple smaller payments and may cause a DOC to be generated. |
Payment verification resources
Table 4: this table contains a list of Operational Blueprint (OB) files that can assist in verifying the accuracy of payments.
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Payment type |
Links |
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General |
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ABSTUDY |
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Pensions |
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Income Support Payments (excluding Pensions) |
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Families and Child Care |
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Energy Supplement |
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Telephony Allowance |