Child Support Electronic Messaging (EM) 133-21022317

Item

Description

1

S001 - Pre call alert SMS notification

Message: ‘A Services Australia Service Officer will call you [within the hour/today] from a private number. Please answer this call. Do not reply by SMS.’

Use this SMS to tell the customer they will be contacted. Select the timeframe within which the customer will be contacted. It is recommended in most instances this will be within the hour. It is important that the call is made within the timeframe selected.

If selecting a contact time within the next hour, the call needs to be made within the hour of sending the SMS. Aim to call the customer within 10-25 minutes so the customer is not waiting too long.

If unable to call within the timeframe stated in the SMS due to unforeseen circumstances, Service Officers must speak to their team leader immediately so the outbound call can be made by someone else.

Note: see Contact with Child Support customers or the relevant Operational Blueprint procedure for guidance around when to send a pre call alert SMS notification. An SMS should not replace a CAL when it is appropriate to send a CAL.

2

S002 - Pre call objection SMS

Message: ‘We will call you today from a private number about an objection. Please answer this call. Do not reply by SMS.’

This SMS template tells the customer they will be contacted on the same day. This provides the customer time to prepare for the call and ensure they have all the information they need to discuss their objection.

Only send this SMS if the call can be made on the same day. If unable to call within the timeframe stated in the SMS due to unforeseen circumstances, Service Officers must speak to their team leader immediately so the outbound call can be made by someone else.

3

S003 - Pre call COA SMS

Message: ‘We will call you today from a private number about a Change of Assessment in special circumstances application. Please answer this call. Do not reply by SMS.’

This SMS template tells the customer they will be contacted that day. This provides the customer time to prepare for the call and ensure they have all the information they need to discuss their application.

Only send this SMS if the call can be made on the same day. If unable to call within the timeframe stated in the SMS due to unforeseen circumstances, Service Officers must speak to their team leader immediately so the outbound call can be made by someone else.

4

S004 - Reminder COA Response due soon SMS

Message: ‘We notified you of a Change of Assessment. If you wish to respond do so by [DD/MM/YY] or we will use information we have. Upload it online. Do not reply by SMS.’

This SMS template provides customers with a response date to the application. When sending the SMS ensure the date field on the Generate Desktop Message screen is completed.

When providing a response date, check notepads for any dates that have previously been provided to the customer.

5

S005 - Reminder Objection response due soon SMS

Message: ‘We notified you of an objection. If you wish to respond do so by [DD/MM/YY] or we will use information we have. Upload your response online. Do not reply by SMS’,

This SMS template gives customers with a response date to the objection. When sending the SMS ensure the date field on the Generate Desktop Message screen is completed.

When providing a response date, check notepads for any dates that have previously been provided to the customer.

6

S006 - Application received SMS

Message: ‘We have received your [application/form/request]. You do not need to do anything. We will call you in the coming weeks if we need more information. Do not reply by SMS.’

Select the relevant option from the dropdown on the Generate Desktop Message screen:

• application
• form, or
• request

This SMS template confirms receipt of a customer’s application/form/request (for example, an online care change, an estimate or an Application for Assessment) and provides an expectation of contact timeframes.

Note: for new customers, this message replaces the ‘REG7-1 To payee pre-reg when payee applied’ letter where contact with the applicant is unsuccessful and no further information is required from the customer at this time.

7

S008 - Receipt Number

Message: ‘Your receipt number is [receipt number]. Do not reply by SMS.’

This SMS template provides the customer with a receipt number if they have no means to record it at the time of the call. The receipt number can be generated or obtained from the customer receipt number window in Cuba or from the Recent Activity icon in Pluto. Copy and paste the receipt number from Pluto or Cuba. This can be provided at the customer’s request or can be offered to the customer at the time of the call.

The receipt number must start with ‘R’, followed by 8 digits. For example, R12345678.

8

S009 - Please contact

Message: ‘Please call us on 131 272 as we need to talk to you about your child support details. Do not reply by SMS.’

This SMS template asks the customer to call Services Australia to discuss their Child Support. This SMS should only be issued after at least one phone attempt has been made within the last 24 hours. It does not replace the customer contact guidelines based on the customer’s circumstances.

Only send this SMS if the customer has previously had contact with Child Support.

9

S010 - Evidence requested

Message: ‘Please send requested documents by [DD/MM] or we will use information we have to make a decision. Upload documents online. Do not reply by SMS.’

This SMS template provides customers with a response date for evidence requested. It must be documented that evidence has already been requested verbally or in writing before sending the SMS. When sending the SMS, complete the Date field on the Generate Desktop Message screen.

Where a requested response date has lapsed, consider if an additional timeframe is appropriate based on the customers individual circumstances and use discretion when deciding on a due date.

If no specific response date is documented, an appropriate timeframe would generally be 5 working days from date of issue.

This SMS can be used to replace a ‘Please contact us’ letter.

The customer must be eligible for an online account at the time of sending the SMS.

Before finalising the decision, Service Officers must check the status of the SMS remains as SENT to ensure the message was successfully delivered. See Error messages.

10

S011 - Estimate in progress

Message: ‘We need more information about your income estimate. Please call us on 131 272 or we will use information we have to make a decision. Do not reply by SMS.’

This SMS template is to request more information about an estimate of income lodged by a customer. One call attempt must be made before issuing this SMS. This SMS can be used to replace a ‘Please contact us’ letter.

Before finalising the decision, Service Officers must check the status of the SMS remains as SENT to ensure the message was successfully delivered. See Error messages.

11

S012 - Penalty remission

Message: ‘Your overdue child support amount includes late payment penalties. Please call 131 272 to see if you are eligible to have penalties removed. Do not reply by SMS.’

This SMS template is to encourage customers to call to negotiate debt and explore the possibility of penalty remission. One call attempt must be made before issuing this SMS.

12

S013 - Update income

Message: ‘Your income is not up to date. To declare income for a previous financial year sign in to your online account or Express Plus mobile app. Do not reply by SMS.’

This SMS template is to encourage customers to provide an Income Tax Declaration online or lodge their tax returns.

Only send this SMS if:

• the provisional income has a status of currently used and there is no income amount order in place for the relevant financial year
• the customer is not an overseas resident

13

S014 - Payment arrangement

Message: ‘Thanks for entering into a payment arrangement. For more information sign in to your online account or Express Plus mobile app. Do not reply by SMS.’

This SMS template confirms a payment arrangement and encourages use of online services to manage the arrangement. It can be sent after entering a voluntary payment arrangement with a customer or when a payment arrangement has been received and accepted via the mobile app.