Excess cash on a Child Support customer's account 277-04350000

In most cases, excess cash occurs when a customer’s account is in credit because they or their employer paid more than the child support liability registered for collection by Child Support.

This document outlines how to identify and manage excess cash when:

• there is no ongoing liability
• there is an ongoing liability and one month’s liability exceeds the excess cash amount
• the customer requests the excess cash be refunded, for example private collect or ended cases
• the customer chooses to gift the excess cash

The document also explains the processes to follow when a customer advises they have not received the excess cash refund.

Note: there are different processes for managing excess cash and overpayments. For managing overpayments, see Child support overpayments and other payee debt. If a Refund Reversal intray generates due to the return of an Auto-Refund overpayment refund, see the Process page.

Employer Services Officer - Service Officer 3 (SO3)

• Key a refund for an employer in Cuba

Service Officer 3 (SO3 and above)

• Key a refund
• Key and finalise gifting of excess cash

Service Support Officer (SSO)/Service Officer 5 (SO5)

• Provide advice to resolve outstanding issues
• Provide advice about the process to issue a refund
• Approve or reject a refund up to $10,000

At the APS 6 level

• Approve or reject a refund up to $50,000

At the EL1 level

• Approve or reject a refund up to $100,000

At the EL2 level

• Approve or reject a refund up to $500,000