Deceased Child Support customer management 277-01120000
Expand allThis document outlines information to support Deceased Customer Management (DCM) Service Officers to manage cases when a child support parent, carer or child is deceased.
It provides information on how to process the death in Cuba, work effectively with customers to address any outstanding child support and appropriately refer executors or family member to support services.
Managing child support issues for deceased customers
The DCM service offer ensures a sensitive and supportive approach is delivered to customers when someone associated to their child support case is deceased. This offer extends until all child support matters relating to a notification of death have been finalised.
Following a notification of death DCM manages:
- contact with next of kin, third parties or the associated parent/carer of deceased customers
- enquiries related to deceased parents, carers or children
- system processing to ensure accuracy of assessment
- activities associated with Estate follow up and debt collection
International cases
If the customer died, or resides overseas at the time of their death, the case must be referred to the DCM team for management. The team will liaise with the International Central Authority Team for issues affecting processing or finalisation. See Customer Referral Guidelines (CRG) Child Support > International Services.
Letters
Customers may continue to receive letters or statements associated with the case. These letters may name a deceased person. Although this may be upsetting; child support needs to tell customers of any retrospective changes to their assessment. DCM Service Officers must explain this to customers when a death is notified.
The Resources page contains resources for the management of deceased customer cases.
Contents
Notification of death - Child support
Confirmation of death for Child Support customers
Customer contact following a death notification
Testacy Searches and collection options when someone has died
Deceased customer management Cuba Process help
Child support notification of death - Customer First processing (LPD Coding)
Related links
Child support overpayments and other payee debt
Documenting Child Support information in Cuba
Initial notification of death (CLK)
Manual reconciliation procedure for child support estimates (from 1 July 2011)
Obsolete Child Support entries
Social worker and other service referrals for Child Support customers
Tax Refund Intercept Process (TRIP) exceptions
Waivers for Child Support customers
Customer representative Cuba Process Help
Discharge arrears Cuba Process Help
Sensitive issue management Cuba Process Help
Deceased Client Window Help