Child Support Business Online Services (CSBOS) 133-02140000

Organisations are currently unable to enrol in CSBOS due to changes being made to the business online services.

Existing enrolled employers and financial institutions may continue to use the service.

Organisations can use the Services Australia website to access CSBOS.

CSBOS accounts use Multi-factor Authentication (MFA), this makes them more secure. Users will receive a one-time password (OTP) sent to their registered email address in CSBOS when they log in.

To log on:

• Select the myGov dropdown menu at the top right of the screen on the website
• Select Child Support Business Online
• In the Login ID field:
• Administrators key their 12 digit Child Support Reference Number (CSRN)
• Sub-users key their 10 digit user ID
• When logging in for the first time, or after a password reset, CSBOS asks the user to agree to the terms and conditions, and create a new permanent password
• Once the user has entered their Login ID and Password, the One-time password (OTP) submit screen will display. An email with the one-time password (OTP) will be sent to the user’s registered CSBOS email address. This will show on the Manage Users screen accessible to users with administrator access
• Each one-time password (OTP) is unique to the user and includes a 4-digit prefix to help match the one-time password (OTP) in their email with the one displayed on the One-time password (OTP) submit screen
• The one-time password (OTP) will expire 10 minutes after it is generated. If the user attempts to use an expired one-time password (OTP) an authentication error message will display
• After 5 failed attempts to enter the one-time password (OTP) their CSBOS account will be temporarily locked for 10 minutes. After that, they can try again. This is to prevent their account from unauthorised access and repeated log in attempts
• Once a one-time password (OTP) is generated, it will be valid for 12 hours. Another one-time password (OTP) to log in will not be required during this time. However, a new one-time password (OTP) will be required if:
• the user logs into another device, or
• another user with a different Login ID logs into the same device
• If they did not receive the email or if the previous one-time password (OTP) has expired, a new one-time password (OTP) can be requested via the One-time password (OTP) submit screen
  Note: Requesting a new one-time password (OTP) will not reset the 10-minute timeout
• The idle session time is 2 hours from initial log in. After this time, they will need to log in again. This is a security measure to protect their information

See Resources for links to:

• the Services Australia website for:
• Child Support Business Online Services
• Support for Organisations
• my support webform to report issues with CSBOS

To allow multiple users from the organisation to perform tasks in CSBOS, the Administrator for the account can:

• Create accounts
• Deactivate accounts
• Reactivate accounts

To add a sub-user, the Administrator can:

• Log on to Child Support Business Online
• Select Manage Users from the left menu
• Select create user, and enter the required fields
• Tick Administrator so the new sub-user can also add and manage other sub-users (if required)
• Tick Receive email notification so the new sub-user will receive email notifications (if required)

Note: sub-users cannot be managed by Child Support staff in Cuba.

The sub-user is given a 10 digit user ID and temporary password. New users log on using their temporary password and choose a new permanent password.

Any user of a CSBOS account can change their password using the Change Password menu.

If the main account holder with a 12 digit Login ID does not have access to their CSBOS account, they must contact Child Support. A password reset must be performed by an Employer Services Officer or Financial Institutions Liaison Officer.

A Service Officer in Employer Services must only complete a password reset in Cuba for an organisation with an Employer attribute.

Record the password reset in the Communication window:

• Type: Phone In/Phone Out
• Category: Technical Enquiry
• Issue: Password Issues
• Reason: CSAONLINE
• With: Employer

If a password reset is required for a Financial Institution, this request must be referred to the Financial Institutions Liaison Team via email using the subject heading 'URGENT: CSBOS password reset request'. These requests should not be actioned by an Employer Services Officer. The Resources has a link to contact details for the Financial Institution Liaison Team.

Note: any user with administrator access can reset the password for a sub-user with a 10 digit logon ID through the Manage User function in CSBOS.

Service Officers cannot reset sub-user passwords in Cuba.

Administrators of a CSBOS account can request deactivation by contacting Child Support.

If the Administrator has added sub-users, they will need to deactivate these prior to full account deactivation. The Administrator can do this using the Manage User function after logging in to CSBOS.

To deactivate a sub-user, the main user can:

• Log on to Child Support Business Online
• Select Manage Users from the left menu
• Go to the Users list box
• Select Deactivate

For help with CSBOS, users can ask questions using the Secure Messaging service:

• Select Messages from the left menu
• Select Contact Us

Users can also attach a file to their enquiry to provide additional information. The following rules apply when sending attachments:

• The maximum size of each attachment is 10MB
• The total size of all attachments per message is 30MB
• A maximum of 30 attachments per message applies, and
• Upload only CSV, PDF, TIF and TXT

Restrictions on the size and number of attachments apply.

To view a record of the transactions performed online, users can:

• Select History from the left menu
• Select Activity Summary

Employers and financial institutions can view, organise and print most Child Support letters online. Older letters sent by the online service are available from the Letters List from the left-hand menu.

Letters are available in HTML or PDF format.

Employers can choose to report deductions using the CSBOS report deductions functionality.

A record of deductions reported via the CSBOS report deductions functionality is provided.

If this functionality is required, the channel preference must be selected by the Service Officer. Due to expected Single Touch Payroll changes, the report deductions facility will not be actively marketed.

However, any employer using CSBOS can submit deduction information via the messaging facility.

Excel files are not an accepted format. Excel files can be converted to CSV. To do this:

• open the Excel file
• go to File
• select Save As
• choose the desired location
• select CSV (Comma delimited) from the Save as type dropdown
• select Save

Note: The following rules apply when sending attachments:

• The maximum size of each attachment is 10Mb
• The total size of all attachments per message is 30Mb
• A message may have a maximum of 30 attachments, and
• The only file types allowed to be uploaded are TXT, PDF, CSV and TIF

When escalating an issue to a Service Support Officer (SSO) provide the following information. Include any additional information provided by the user and any work around to correct the problem.

• CSRN/Log in ID and organisation contact name
• Date and time of incident
• Description of the issue?
• What the user was trying to do? For example, couldn't log on or open letters
• The error number or message
• Letter/notice name or type and date
• If they have CSBOS, ask them to provide screen shots of the error or issue using the Messages > Contact us option

Service Support Officer (SSO) action

To escalate a CSBOS issue, the SSO must complete the mySupport Child Support Business Online Services (CSBOS) issues webform.

See Resources for a link and instructions on how to access the webform.

Services Australia may ask to confirm a person's employment. Employers registered for CSBOS that receive letters online can respond using CSBOS.

To respond through CSBOS they can:

• Select the request from the Welcome page
• Select a name from the list on the Confirmation of a Person's Employment EF1 page and follow the instructions on each page
• Check that the Summary of Entered Details is correct using the Previous button to return to earlier screens if required
• Select Submit which will also provide confirmation that the information has been sent

To report deductions, employers can:

• Select Payroll Deductions from the left-hand menu
• Select the applicable month on the Deduction Report Summary page to select the pay period to action
• Select individual or multiple pay dates using the check box next to each date and click View Paydate Details
• Enter a Variation Reason if the amount deducted is different to the amount expected
• Select Check Entries
• Select Submit to Child Support

To view payment options, employers can:

• Select Payroll Deductions from the left menu
• Select Payment Options

From the Notices menu, financial institutions can view all notices that require actioning including the notice status. Notices can have a status of:

• Unread
• In-Progress
• Overdue In-Progress
• Partially Complied with

To action a notice, users can

• Select Notices > Notice List from the menu or
• The relevant link from the Home page

On the Notice List page, the user can:

• Select a notice to respond to
• Search for a particular notice
• Manage workflow by assigning notices to other users for actioning (Administrator access only)

To respond to a Section 120/161 notice, see Item 2.

To respond to a Section 72A notice see Item 3.

From the Notice List:

• Select the notice by clicking on the ID link
• Select Assign this Notice to me. This marks the notice as locked to the user and changes the status from Unread to In-Progress
• After the financial institution has viewed and matched the customer information with their records, select Next
• Check the customer details
• If the agency's records and the bank's records are the same, select Copy all
• If some details differ, manually key the information and select Copy for any that do match
• Select Next
• Complete the customer's phone and address details and select Next
• Select Add Account and enter the details of accounts held by the customer including:
• Account name
• BSB and account number
• Account balance
• Regular deposits and the sources
• Account status and type
• Advise if a transaction list is attached
• Account owner and signatory
• Once bank details have been completed, select Save Account or Save and Add Another if the customer holds more than one account
• Add attachments for example bank statements or loan applications and select Next
• The Finalise and Submit page will display:
• If all details are correct, select Complete response. This will send the response to the agency to advise the section s120/161 is complete. The notice then moves from the Notice List to the Response History page
• If more information is pending, select Partial response to send the response to the agency and indicate there is more information to come. The notice will have a status of Partially Complied
• Select Submit
• The system will confirm the change of status. The Response History page displays the response. The user can print a copy of the response

From the Notice List:

• Select the s72A ID link
• Select Assign this Notice to me which marks the notice as locked to that user and changes the status in the Notice List from Unread to In-Progress
• Once the financial institution has searched their records for a matching customer, they use the radio buttons to indicate whether there is a match and if there are available funds
• Provide the relevant information and then select Next
• The Finalise and Submit page will display:
• confirm the details are correct and select Submit
• the financial institution needs to arrange for payment to be forwarded to Services Australia
• Confirmation of Submission is provided and the response can be viewed on the Response History page or a copy of the response can be printed
• Action another notice by selecting Back to Notice List

Users with Administrator access can view a history of all notices processed which includes:

• the notice type
• date, and
• who processed the notice

This allows Administrators to manage workflows and aids in record keeping.

Financial institutions registered for CSBOS can choose to receive letters and notices by CSBOS or surface mail

Financial institutions can ask to change their preferred channel by contacting the Financial Institution Liaison team.

There may be instances where 'unique' letters (not s120/s161 notices/s72A notices) are sent to financial institutions. These will not appear in their Notices List. They will show in their Letters List as 'Unread'.