Child Support Business Online Services (CSBOS) 133-02140000

Organisations are unable to enrol in CSBOS as the service is not open to new enrolments due to the platform's age and stability.

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

A new third party portal is under development however a delivery date is not yet confirmed.

Organisations are unable to use myGov to access CSBOS.

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
• key their temporary password

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

The Resources page contains a link.

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

• create accounts
• deactivate accounts
• reactivate accounts and

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.

The main Administrator of a CSBOS account can change their password using the Change Password menu.

If an Administrator does not have access to their CSBOS account, they must contact Child Support.

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

If it is identified and confirmed that a password reset is for the main user/ Administrator of an organisation with a financial institution attribute, these requests should not be actioned by an Employer Services Officer and must be referred via email to the Financial Institutions Liaison Team.

A main user with Administrator access cannot reset the password for a sub-user. They must deactivate the sub-user. They then select activate. This reactivates the user and issues a temporary password.

Service Officers cannot reset sub-user passwords in Cuba.

For help, see CSAOnline accounts Cuba Process Help.

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.

This channel option is not recommended for an employer who manages Child Support Deductions for more than 15 customers.

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, including attaching spreadsheets, preferably excel.

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
• view and match the customer records with the financial institution 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
• Search the financial institution records for a matching customer, using 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.

The Letters List page displays the most recent letters sent to the financial institution. Using the search function at the top of the page financial institutions can search by:

• date range
• customer family and given names
• letter ID
• letter status