Letters for Child Support customers 277-01060000

Intranet links

See Separated parents letter and email templates for copies of schedules - S161 and S120, standard paragraphs and pre-approved letter text.

Protective Security

Security incident reporting

Mandatory standards for letters, emails and SMS

The Writing Guide

Forms, Letters and Electronic Messaging Feedback webform

Fax cover sheet

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Letters

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Findings of Fact

How and when to print and/or fax letters

This table explains when and how a Service Officer should post or fax letters.

Item	Description
1	Printing letters The notice or letter must be issued as below if it can be: generated in Cuba printed centrally delivered by the agency's external mail contractor, or delivered electronically via the customer's online account if they selected this as their preferred channel (check the Channel Preferences window) . Note: if the customer has selected online as their preferred communication channel all letters and notices must be issued in this manner. See Child Support channel preferences, online letters and messages. In some circumstances, a notice may be served by another means, for example in person. This means issuing the notice by mail is not necessary. Letters and notices can be issued: centrally - the letter or notice is generated in Cuba and printed and sent by the agency's external mail contractor locally - the letter or notice is sent manually by post, fax or email Send the notice by registered post if there are serious concerns about the recipient's willingness to respond, or acknowledge a notice being sent by standard post.
2	Notices and letters that cannot be issued through Cuba The above requirements do not apply to automated letters and letters using fill-in fields that are printed locally. Letters issued outside of Cuba should only be sent in limited circumstances. If issuing a letter or notice other than centrally: create a separate hardcopy document that states: how the letter/notice was served, for example, personally served when the action took place Sign the letter/notice Record the details in a notepad on the customer's Communication window. See Documentation Cuba process help Batch file a copy of the letter/notice issued and the separate document as evidence if there is any concern about the issuing of the notice This creates a certified record as evidence the document was delivered in the event of a dispute. See Correspondence received in Child Support for batch filing instructions.
3	Serving notices by fax Generally all notices must be served by post. Some organisations who regularly respond to faxed notices may agree to a notice being served by facsimile instead of by post. For example requests for birth or death certificates or motor vehicle ownership or government departments with formal arrangements such as the Australian Taxation Office. A posted copy is not required in these circumstances. A customer may request that a notice or letter be faxed, in addition to the posted version. If serving a notice by fax ensure that: the recipient consents to receive the letter/notice by fax Team Leader authorisation is obtained a cover sheet is used. Use the blank fax template unless otherwise advised in the relevant procedural instruction the recipient received the letter/notice and it was legible and that this is documented a copy of the letter/notice also issues by post Note: a customer representative may request a letter/notice to be sent directly to them. The letter/notice can be sent manually or faxed. See Customer representative Cuba process help. In the event of a dispute about receipt of a letter/notice it is the posted letter/notice that will be the primary piece of evidence. Without confirmation of consent, receipt, and legibility it may be difficult to prove that the letter/notice was actually received.