Reconciling an overseas estimate (from 1 July 2011) 277-07060030

Before reconciling any estimate check if:

• any cases for the estimating customer are ended, or about to end, due to Family and Domestic Violence? If so, do not reconcile the estimate for that case. See Table 1 > Step 1 in Manual reconciliation procedure for child support estimates (from 1 July 2011)
• a specialist area is managing other issues for the customer. If required, consult with the case manager. See Table 1 > Step 2 in Manual reconciliation procedure for child support estimates (from 1 July 2011)
• all relevant estimates within the relevant financial year have been processed correctly. If there appears to have been an error that could impact the reconciliation, consult a Service Support Officer (SSO) and see Correcting errors on Child Support cases
• any changes in liability or errors are showing in the Cuba Eligibility window. If so, seek SSO support to resolve other issues before starting to reconcile
• there are other issues or exceptions that require additional manual intervention. For example, a Deceased Customer indicator, an Income amount Order etc. Check the full list of manual intervention reasons, see Table 1 > Step 7 in the Manual reconciliation procedure for child support estimates (from 1 July 2011)

When an overseas resident lodges an estimate to use in their Australian assessment, this is known as an overseas estimate.

Overseas estimates are made under the Australian Child Support (Assessment) Act in the same way as other estimates. They are for income in the Australian financial year from 01 July to 30 June.

Although overseas estimate reconciliations are processed in a similar way to domestic estimates, some extra processes must be completed:

• checking residency
• for some New Zealand residents, requesting information from New Zealand Inland Revenue (NZIR) via the International team
• converting overseas income into Australian dollars (AUD)
• requesting that changes to collectable liability be notified to the relevant overseas authority

The notepad of the 'Est Rec Tax Ret Not Lodged' intray should indicate which year is to be reconciled.

If the intray does not identify the year to be reconciled, check the Client Income window for estimates not reconciled.

Note: some overseas estimates may have been keyed as an 'ESTIMATE INCOME' instead of 'OS EST INCOME'. However, the customer's residency details and the estimate notes should confirm if they were overseas estimates.

A customer may have lodged an estimate when they were an Australian resident and changed residency during the same estimate year. Treat these estimates as overseas estimates for reconciliation purposes.

Not all customers that have Overseas estimates have ‘Est Rec Tax Ret Not Lodged’ intrays. Other intray types such as ‘Estimate Rec’, ‘Pending Auto Reconciling Inc’ or ‘Reconciliation Required’ intrays may also occur for these customers.

Check the residency of the customer during the estimate period. It is possible a customer will have been a resident of more than one country during a single estimate period.

To check residency:

• in the Customer window > Go menu > Details
• from Individual Customer Details window > Go menu > Residency
• in the Client Residency window, check for any overseas residency within the estimate period

If the customer does not appear to have been an overseas resident for any part of the estimate period, consult an SSO.

Note: residency decisions are made by specialist Residency Service Officers. For more information, see Residency decisions for Child Support customers.

An ‘OS TAX INCOME’ in the Client Income window cannot be used to reconcile an Overseas Estimate.

If there is more than one ‘OS TAX INCOME’ in the Client income window, parts of each income CANNOT be added together to reconcile an Overseas Estimate.

In most cases, an ‘OS TAX INCOME’ has been calculated with income received in the financial year of the overseas country. When the financial year is different to the Australian financial year it cannot be used to reconcile an estimate. Only Australian financial year income can be used to reconcile an estimate.

For example, a New Zealand financial year goes from 1 April to 31 March. An OS TAX INCOME for a New Zealand resident will be for income earned from 1 April to 31 March. It would therefore be incorrect to use this to reconcile an estimate.

Note: There are some specific circumstances when an ‘OS TAX INCOME’ calculation does use income from an Australian financial year. If the notepad specifically states that this has occurred, consult an SSO to confirm if the income should be used in the reconciliation.

The following categories of income are used to reconcile an overseas estimate:

• Overseas income received within the Australian financial year, for example, from the overseas country the customer was a resident of for part or all of the year
• Australian income, for example, periods when the customer was an Australian resident or was still receiving income from Australia, and
• Target foreign income, for example, periods as an Australian resident when the customer also received income from an overseas source

Before seeking information on overseas income, check for any relevant Australian income through:

• Client Income window for any ATO Taxable or Amended Taxable incomes
• ATO ICP or ATO TSF systems
• Client income screen and Income Details window in Cuba for relevant non-taxable Centrelink or DVA income. See Table 15 > Step 3 of Manual reconciliation procedure for child support estimates (from 1 July 2011)

Create a notepad on the overseas estimate to record all Australian income details found. Record the subject of the notepad as ‘Aust Income.’ This information will be used later in the process. If no Australian income is found, note that searches have been completed.

For customers who were a resident of New Zealand in the estimate period, and:

• have a residency decision recorded in Cuba, and
• have the estimate recorded as an ‘OS EST INCOME,’ and
• have an IRD (NZ Inland Revenue Department) number recorded in their details window

Information automatically received from NZIR will prepopulate in the notepad of the ‘Est Rec Tax Ret Not Lodged’ intray.

Open the ‘Est Rec Tax Ret Not Lodged’ intray to view any notepads.

Is there an intray notepad with the Subject of ‘NZ estimate rec required’?

• Yes, and:
• the notepad includes a dollar amount of $0 or any other higher amount, for every month of the Australian financial year, and the estimate notepads have been checked and the Service Officer is satisfied that this is accurate. Go to Step 8
• the notepad includes the words ‘Not Available’ for some or all the months of the Australian financial year. Go to Step 9
• the Service Officer is not satisfied that the income is accurate. For example, there appears to be income from self-employment or other sources, go to Step 10
• No, and there is:
• no notepad on the overseas estimate record that contains income details for the full year. Generally, this means the agency have not already requested automatic information from NZIR. Go to Step 10
• a notepad on the overseas estimate record that already shows a dollar amount, of $0 or any other higher amount, for every month of the Australian financial year. and the estimate notepads have been checked and the Service Officer is satisfied that this is accurate, go to Step 8
• a notepad on the overseas estimate record with monthly income information but the Service Officer is not satisfied that it is accurate, go to Step 10

When there is a notepad that includes an NZ dollar amount of $0 or any other amount, for every month of the Australian financial year, this means:

• Child support has already automatically requested income details from NZIR
• NZIR have provided income details for every month, and
• no further requests for NZ income are required

Highlight and copy all the NZ income information from the intray notepad.

• From the Client Income window, highlight and open the OS EST INCOME entry
• Create a new notepad attached to the Overseas Estimate with a subject ‘NZ Income.’
• Paste all the copied NZ income information from the intray notepad into the new notepad.
• Also paste a copy of the NZ income information:
• If estimating customer is a payer - in the Collection window
• If the estimating customer is a payee –in the Communication window

Note: customer contact is not required at this point. Contact will be made via the ME4-4 letter when the reconciling income is pended.

Go to Table 2.

When the notepad includes the words ‘Not Available’ for some or all the months of the Australian financial year, this means:

• the agency has already automatically requested income details from NZIR, and
• NZIR have provided income details for any months they have data for, and
• they did not have data for the months that show as ‘Not Available’ and
• no further requests to NZIR should be made

Note: ‘Not Available’ does not always mean that the customer had no income in that month. It just means that NZIR do not have a specific figure for that month. This can occur for various reasons, for example:

• the customer was not resident in NZ during that month
• the customer had income from self- employment or another source that does not automatically report monthly income to NZIR

Highlight and copy all the NZ income information from the intray notepad:

• From the Client Income window, highlight and open the OS EST INCOME entry
• Create a new notepad attached to the Overseas Estimate with a subject ‘NZ Income’
• Paste the copied NZ income information from the intray notepad into the new notepad
• Also paste a copy of the NZ income information:
• If estimating customer is a payer - in the Collection window
• If the estimating customer is a payee –in the Communication window

Consider whether any gaps in income have already been adequately explained by information recorded in the system. For example, if the customer was on a short break between jobs where the income was $0 or ‘Not Available’.

Have all gaps in income been adequately explained?

• Yes, go to Table 2 > Step 1
• No, information must be requested from the estimating customer. Go to Step 10

Contact the estimating customer by phone, to request information and evidence about their income during the estimate period from 1 July to 30 June. Tell the customer we need this information to check the accuracy of the estimate and update the assessment if required. For more information on contacting customers and making international telephone calls, see Contact with Child Support customers. See Resources for international time zones and dialling codes.

Types of evidence required

The type of evidence required for the period 1 July to 30 June will vary from case to case, but may include:

• documents from employers such as payslips or a letter stating the income earned
• a statement from a relevant government department showing payments made to the parent
• documentation from an accountant or tax agent
• documentation of allowable deductions for tax purposes in the customers country of residence

Note: estimates relate to an Australian financial year for the 12 month period starting 1 July and ending 30 June.

Financial years in other countries may be for a different period. For example, the New Zealand financial year is 1 April to 31 March. Using this income would result in an incorrect reconciling income.

Provide the customer with a reasonable due date for any information requested.

In the overseas estimate notepad, document contact attempts and details of any information provided by/requested from the customer. The notepad subject should be ‘Customer Contact’ and must include the due date for any information requested.

Was phone contact successful?

‘Successful’ phone contact means that a Service Officer has spoken with the customer and explained which information is required and when.

• Yes, and the customer:
• was a New Zealand resident for all or part of the estimate period, go to Step 12
• was not a New Zealand resident for any part of the estimate period, go to Step 15
• No, go to Step 11

If phone contact is unsuccessful, send a manually generated MX1-1 Request for Client to contact CSA letter:

• Use pre-approved text 'Estimate reconciliation more information required (International and Domestic)'. See Item 4 in CAL text options - Specific action pre-approved text table of Letters Cuba Process Help
• Include a suitable response date in the letter. See Standard response times

Once the letter is keyed in Cuba, if the customer:

• was a resident of New Zealand for all or part of the estimate period, go to Step 12
• was not a resident of New Zealand for any part of the estimate period, go to Step 15

Check the Overseas Estimate notepads for any NZ income information. Information may have been received via a previous request.

Has information been received from NZIR?

‘Information’ means monthly income details including $0 or other dollar amounts and/or the words ‘Not Available’ for the months July to June.

• Yes, go to Step 15
• No, go to Step 13

Overseas income information can be requested under the Australia New Zealand Agreement. Customers need to be on salary/ wage (not self-employed) and/ or benefit income for NZIR to provide this information.

Service Officers can send a request for income information to the International NZ Administration Team once successful phone contact is made or a request to contact letter is issued.

To request NZIR information:

• complete the NZ income request template:
• Complete the blue coloured fields in the template. The green coloured fields will be completed by NZIR
• To find the Customer's Inland Revenue Department (IRD) in the Customer window of Cuba > Go menu > select Details. If available, the number will be in the field 'OS ID' on the top row
• Include the User ID of the Service Officer who is managing the estimate reconciliation and their Team Leader, in the relevant field of the template
• email the template to International NZ Administration Team and copy in the Team Leader of the Service Officer who is managing the estimate reconciliation

From the Client Income window:

• add a notepad to the overseas estimate and document that NZ income information has been requested through the international team

If the estimating customer is a:

• payer, add the notepad to the Collection window, see NZ Inc requests - Cuba recording
• payee, add the notepad to Communication, see NZ Inc requests - Cuba recording

Allow 2 weeks for a response. If no response, contact the International NZ Administrative team.

Before continuing, wait for:

• the response from International NZ Administrative team, or
• confirmation that the income details are not available

A response will be emailed to the Service Officer and their Team Leader. The response will be documented:

• for the payer - in the original request in the Collection window, including the date NZIR replied
• for the payee - in the original request in the Communication window, including the date it was received

The Estimate Reconciliation Service Officer must copy the income details from the response into the overseas estimate notepad including:

• the NZ income from each month in the Australian financial year
• the total of the NZ income

Also paste a copy of the NZ income information:

• If estimating customer is a payer, in the Payer Collection window
• If the estimating customer is a payee, in the Communication window

Wait until at least one day after the due date of any information requested from the customer.

Consider all available information:

• received from the customer by phone or in correspondence
• recorded on the customer's record
• from the Australian Taxation Office (ATO) through ATO ICP or ATO TSF systems
• recorded in Cuba Client Income and Income Details window as relevant Taxable and Non Taxable income from Centrelink or DVA
  Note: for more information on which Australian income to include, see also Table 15 > Step 3 >Gather Information in Manual reconciliation procedure for child support Estimates
• from any NZ income response including information received automatically via an intray notepad or manually via an email response from our International team

Consider whether any gaps in the information have been adequately explained. For example, if the customer was on unpaid leave, had a short break between jobs or was awaiting government benefits for a period where the income was $0 or ‘Not Available’

On the overseas estimate, create a notepad.

Subject: Determined income details

Text: Overseas estimate reconciliation with a determined income is required for YYYY/YYYY year.

List the source, overseas currency amount/s, relevant period/s and the conversion rate to AUD. If you have obtained NZ income details from NZIR, include all the month-by-month details and add the conversion details. Include any Australian income details and any reasons found for any gaps in income

Save the notepad

Is there sufficient information to reconcile the estimate?

• Yes, go to Table 2 > Step 1
• No, go to Step 16

If there is insufficient income information for reconciliation, set the Reconciliation Status of the estimate to PARKED:

In the Client income widow:

• Select the relevant Estimate entry and open
• Set the Reconciling Status of the estimate to Recon-No Change in the Estimate Income window
• Add the notepad to the estimate:

Subject: Recon Parked

Text: There is insufficient income information available to reconcile this estimate. (Add details of contact attempts, requests for information, any information received, and information still required).

The estimate has been set to PARKED.

If more information becomes available, estimate reconciliation may occur later.

Reference: Section 64AB Child Support (Assessment) Act 1989

• Select Save

Go back to the Client Income window

• Select the relevant Estimate entry and open
• Change the Reconciliation Status from Recon-No Change to PARKED

Procedure ends here.

Overseas income must be converted to Australian Dollars (AUD) before it can be used in an estimate reconciliation. The same exchange rate used for the original estimate must be used for the reconciliation. Refer to the overseas estimate notepad for the exchange rate used for the original estimate.

If the exchange rate for the original estimate cannot be found, consult your Service Support Officer (SSO). SSOs can contact National Specialised Assessments Program Support Manager (PSM) if required.

Multiply the overseas income by the exchange rate to convert to Australian Dollars. For example:

• the exchange rate used in the original estimate notepad was 0.92 to convert NZD to AUD, and
• it is determined the total NZD income for the estimate year was $52,000
• multiply the overseas income total of $52000 by 0.92 to convert to AUD of $47,840. The AUD figure will be used in Cuba when the reconciling income is keyed later in this process
• seek help from an SSO if needed

Note: if any income details were gathered from an intray notepad with the Subject ‘NZ estimate rec required’ then those amounts are in New Zealand dollars and must be converted.

• Do a quick check of the current YTD income used in the estimate. Compare the current YTD income to the income details gathered. Take into account any currency conversions when comparing
• Only proceed with a YTD amendment if the YTD is clearly incorrect. For example:
• YTD is zero and NZIRD data shows income in YTD period
• NZIRD data shows more income in YTD period than stated by the customer during estimate lodgement
• income details show just one employer. ATO TSF data shows income from 2 employers in the YTD period

Is it clear that the YTD is incorrect?

• Yes, and the correct YTD amount:
• can be determined without further information, go to Step 3
• cannot be determined. Attempt contact with the customer by either one pre call SMS and one phone attempt, if this is appropriate given any overseas time difference, or
• if a phone attempt cannot be made, a manually generated MX1-1 Request for Client to contact CSA letter, with a suitable response date. See Standard response times
  Note: if a request to contact letter was already sent earlier in this reconciliation process and there has been no response, another letter is not required.

Can a new YTD be determined?

• Yes, determine and amend the YTD before reconciling the estimate:
• Use the information available to determine the new YTD income
• If using monthly income amounts, only use pro-rated daily amounts if you are satisfied that the income was earned evenly across the month
• Convert any overseas currency amounts to Australian dollars using the same exchange rate used in the original estimate
• To process the YTD amendment, follow only Table 5 > Step 3 in Estimates Cuba Process Help
• Select Yes when the dialogue box pops up asking if Child Support initiated the change. This issues the correct ME7-1 letter to the estimating customer
• Document the information used to make the decision using the text below:
  Subject: YTD Amendment
  Text: Customer’s Year to Date income was found to be inaccurate during determination of a reconciling income.
  Existing YTD: [key the current income details]
  New YTD: [key updated or additional income details and source]
  
  References: Section 63AE Child Support (Assessment) Act 1989
  Table 2, Step 2 of OB Reconciling an overseas estimate (from 1 July 2011) 277-07060030
• No, the correct YTD amount is not clear, leave the current YTD amount unchanged, and go to Step 4

Create a pended reconciling income:

• From the Client Income window > Go menu > Reconcile > select the year to be reconciled to open the Reconciliation Calculator
• In the Details of Child Support Income/Allowable Deductions window:
• Remove any pre-populated entries. Pre-populated entries may cause errors if not removed
• Manually load the income information into the Details of Child Support Income/Allowable deductions window
• Key all income received in the Australian financial year for the 12 month period starting from 1 July and ending 30 June
• Include any Australian income as well as the converted overseas income
• For income from NZIR, convert the total amount of NZ income to AUD before keying it as one entry in the Cuba calculator.. In the Cuba calculator, use the Description OTHER INCOME, Source OVERSEAS AUTHORITY and Title TOTAL NZ INCOME CONVERTED TO AUD
  Note: for help keying the income information in Cuba, see Table 4 Reconciling an estimate with a determined ATI in Cuba Estimates Process Help
• When all the income has been keyed, press OK to view the Reconciliation Calculator window
• In the Reconciliation Calculator window, Select Calculate, then OK to view what the outcome would be IF the reconciling income was used in the assessment

In the Reconciliation Calculator window, view the results to see what the outcome would be IF the reconciling income was used in the assessment.

See Table 6 in Estimates Cuba Process Help.

Does the estimate require reconciliation?

• Yes, the determined income is higher than the expected income and reconciling will change the assessment in a way that is intended. For example, an increase in liability for a Paying Parent who has underestimated, or a decrease in entitlement for a Receiving Parent who has underestimated, go to Step 6
• No:
• The determined income is higher than the expected income but there would be an unintended outcome. For example, a decrease in liability for a Paying Parent who has underestimated, or an increase in entitlement for a Receiving Parent who has underestimated, go to Step 9
• The determined income is lower than the expected income, or there is no change to the assessment, go to Step 8

If the estimate requires reconciling, in the Reconciling Estimate income window:

• Select Create Reason as INT
• Keep the Reconciling income Status as Pended
• Select the notepad icon to document:
• Subject: Pended Estimate Reconciliation
• Text: yyyy/yy estimate requires reconciliation using a determined Adjusted Taxable Income (ATI).
• Examination identified the determined ATI is higher than the expected ATI.
• ME4-4 Letter sent advising of Pended Estimate Reconciliation.
• If customer contacts confirm:
  pended reconciliation information including deductions
  YTD income

When the notepad is complete:

• Save the notepad
• Stay in Reconciling Estimate window
• Select Save from the top menu, to save the reconciliation calculation as Pended
• Select Yes when asked to send the ME4-4 Interim Estimate Reconciliation Pending letter

An appropriate timeframe to respond is:

• for online customers: 14 days (as per the ME4-4 letter)
• for surface mail customers: follow the Standard response times

If the customer has not responded, continue with the Reconciliation.

If the customer has responded, adjustments to the Pended Reconciling Income may be required.

Check the reconciliation result based on the Pended Reconciling income:

• If the determined income is lower than the expected income, or if reconciliation will result in no change to the assessment, go to Step 8
• If the determined income is higher than the expected income but there would be an unintended outcome. For example, a decrease in liability for a Paying Parent who has underestimated, or an increase in entitlement for a Receiving Parent who has underestimated, go to Step 9
• If the determined income is higher than the expected income and reconciling will change the assessment in a way that is intended. For example, an increase in liability for a Paying Parent who has underestimated, or a decrease in entitlement for a Receiving Parent who has underestimated, go to Step 10

If reconciliation will result in no change to the assessment:

• In the Reconciling Estimate income window:
• Select Create reason as INT
• Keep the status of the reconciliation as Pended
• Select the notepad icon to document:

Subject: Reco No Change Decision

Text: yyyy/yy estimate reconciled using a determined Adjusted Taxable Income (ATI).

Examination identifies determined income is lower than the expected income, or

Examination identifies reconciliation will result in no change to the assessment.

Estimate set to Recon-No Change accordingly.

Pended Reconciliation entry deleted.

Legislation: <insert the appropriate legislative reference below>

• Section 64, Child Support (Assessment) Act 1989 or
• Section 64AB, Child Support (Assessment) Act 1989

And

• Section 64AC, Child Support (Assessment) Act 1989, or
• Section 64AD, Child Support (Assessment) Act 1989'

Save the notepad, and:

• Select Save on the Reconciling Estimate Income window to save the status as Pended
• Select No when asked if an interim letter is required

Note: saving the Pended entry is required to ensure there is a record of the Pended calculation in the income history. This must be done even when the Pended calculation will not be used in the assessment.

For some customers, the Reconciling income may have been determined to be zero and cannot be saved as Pended. If this occurs, add a note to explain this is why the income was not pended.

Go to the Client Income window:

• Delete the pended reconciling entry by highlighting, then File, Delete
• Highlight the relevant original estimate in the Client Income window and open
• Set the Reconciliation Status of the original estimate to Recon-No Change in the Estimate Income window
• Add a copy of the same notepad above
• Select Save to save the reconciliation status as Recon No Change

Procedure ends here.

If reconciliation will result in unintended outcome:

• In the Reconciling Estimate Income window:
• Select Create Reason as INT
• Keep the status of the reconciliation as Pended
• Select the notepad icon to document:

Subject: Recon No Change

Text: The customer was assessed on the Fixed Annual Rate (FAR) based on their estimate and reconciliation would result in an assessment of less than the FAR.

In cases where reconciling an estimate with a higher income would benefit the estimating parent, the estimate must not be reconciled.

The status of the estimate has been set to Recon-No Change.

Reference: Table 1 Step 6 ‘Reconciliation with an unintended outcome’, in Manual reconciliation procedure for child support estimates (from 1 July 2011) 277-0706002.

• Save the notepad
• Select Save to save the status as Pended
• Select No when asked if an interim letter is required
  Note: saving the pended entry is required to ensure there is a record of the pended calculation in the income history. This must be done even when the pended calculation will not be used in the assessment.
• In the Client Income window, highlight and select File, Delete to delete the pended reconciling entry. This should automatically delete the intray
• In the original Estimate Income window:
• Set the Reconciliation status of estimate to Recon No Change
• Add the same notepad that was used above to explain the unintended outcome

Procedure ends here.

If the reconciliation will correctly result in a change to the assessment:

• Highlight the Pended Reconciling entry on the Client Income window
• Select the Open icon to open the Reconciling Estimate Income window
• In the Reconciliation calculator, press Calculate and OK to check that the details are still correct
• In the Reconciling Estimate Income window, Change Status to 'Recorded'
• Select the notepad icon and document:
  Subject: Estimate Reconciliation

Text:

Reconciliation of estimate using a determined Adjusted Taxable Income (ATI).

Examination identified the determined ATI is higher than the expected ATI.

No response has been received to the ME4-4 letter. (Or, if there was a response to the letter, document details and any adjustments made).

Legislation:<insert the appropriate legislative reference below>

• Section 64, Child Support (Assessment) Act 1989, or
• Section 64AB, Child Support (Assessment) Act 1989

And:

• Section 64AC, Child Support (Assessment) Act 1989, or
• Section 64AD, Child Support (Assessment) Act 1989

• Select the Save icon to save the status of the Reconciling income as Recorded

Note: saving the status as Recorded means that the reconciling income will actually be used the assessment/s.

Check the resulting assessments and letters are correct for all relevant cases.

If a case has been transmitted by Child Support for collection by an overseas authority and there is a change to the liability, a notice of this change must be sent to the relevant overseas authority.

To check if a case has been transmitted for overseas authority collection:

• from the Customer window > Go (menu) > Involvement List > Case
• from the Case screen > Accounting (menu) > International transmittal

If there is an entry in the International transmittal screen, a transmittal has been processed.

The entry will identify the jurisdiction the case has been transmitted to.

Repeat this process for all cases where the liability has changed.

Has Child Support transmitted a case (or cases) for overseas authority collection?

• Yes, go to Step 12
• No, procedure ends here

To request an amended certificate be issued for New Zealand:

• Create a NEW ZEALAND INFO REQUESTED intray
• Add a notepad to the intray:
  Subject: Amended Cert Required
  Text: Customer’s liability has changed due to reconciliation of {YYYY/YYYY} estimate. An amended certificate may be required.
• Route the intray to:
• Office: International Hobart
• Stream/Team: MC S003 Cent Auth TM 1
• Position: NZ info Request

In the Client Income window add a notepad to the estimate to document:
Subject: Follow Up intray created
Text: As customer liability has changed, a follow up intray has been routed to International NZ team requesting an amended certificate.

For all other countries:

• Create an INTERNATIONAL STHOLD FOLLOWUP intray
• Add a notepad to the intray:
  Subject: Amended Certificate Required
  Text: Customer’s liability has changed due to reconciliation of {YYYY/YYYY} estimate. An amended certificate may be required.
• Route the intray to:
• Office: International Hobart
• Stream/Team: MC S003 Cent Auth TM1
• Position: Z Overseas Future Work

In the Client Income window, add a notepad to the overseas estimate to document:

Subject: Follow Up intray created

Text: As customer liability has changed, a follow up intray has been routed to International team requesting an amended certificate.

If a customer disputes the outcome of an estimate reconciliation, see Customer disputes child support estimate reconciliation.