International Disbursements - Refunds and issue of excess cash 277-08140000

See Resources for contact details for Child Support Cash Management.

Requests for issue of excess cash are to be processed within 2 business days by disbursement staff, however, these payments only issue once per month on approximately the 10th of each month.

Note: to meet the cheque issue date of approximately the 10th of each month, the refund must be processed on Cuba by the last calendar day of the previous month.

If the customer also receives a disbursement in the same calendar month the refund is processed, only 1 payment will issue for the combined amounts.

When the payer has funds available in excess cash for refund, contact the payer to confirm their details and discuss how funds can be disbursed. Payments by cheque are no longer accepted for customers residing in New Zealand.

Advise the customer they are required to meet any fees that their financial institution may apply to the payment.

Note: Customer may provide their bank details over the phone.

The following details are required for a New Zealand EFT payment:

• Name of Bank or Financial Institution
• Full address of Bank or Financial Institution Branch
• Bank SWIFT Code
• Bank Code and Account Numbers (definition below)
• Name, address and phone number of account Holder

NZ use the same type of BSB/Account system we use in Australia (although they aren’t interchangeable).

• NZ Bank accounts follow a standardised 16 digit format
• A 6 digit prefix representing the bank and branch code known as a bank code (The same as a BSB in Australia)
• A 7 digit body representing the Account number
• A 3 digit suffix representing the product/account type (Where a bank displays the suffix as two digits, a leading zero is added to pad the suffix to three digits)

Offer EFT payment to customers rather than payment by cheque.

Note: Customers must provide their bank details in writing before a refund can be completed by EFT.

The following details are required from the customer to support EFT payment:

• Name of Bank or Financial Institution
• Full Street address of Bank or Financial Institution Branch (Not PO Box)
• SWIFT code or Bank Identification code (BIC)
• International Bank Account Number (IBAN)
• Name and residential address of Account Holder

There might be some variances of the information required for some countries, which means that disbursements may ask you to gather some extra information from the customer so a payment can be made.

The customer can continue with cheque payment if this is their preference. Check the:

• full name the cheque is to be made payable to. Ensure the customer has a bank account in this name in their country
• address the cheque is to be mailed, including details that this has been recently confirmed as correct with the customer.

Use the Refund Excess Cash macro to create a document. Paste the document into the INT AUTO REFUND FOLLOW UP intray.

Note: make sure the macro document is amended to reflect the correct payment method for the international customer.

Route the intray to the International disbursement team:

• Region: International
• Office: International Hobart
• Stream/Team: MC S003 CENT AUTH TM1
• Position: A - INT DISBURSMENTS

If the case involves New Zealand Inland Revenue Child Support (NZIRCS) ensure any amended certificates or withdrawal requests have been actioned as appropriate.

Note: the refund request will be returned to the requesting Service Officer if all details in the macro are not completed.

• Process the refund request in Cuba. See Refunds Cuba Process Help.
• Use the following direct credit bank details:
• 092009
• 114995
• DHS CSA OVERSEAS ACCT
• Document the following:
• Subject: Refund Excess Cash
• Notepad: paste the macro generated document and a recommendation to the SSO of whether to approve or refuse the refund
• Lodge an SSO Online Request for approval of the refund

Note: refund approvals should occur by the last business day in the month.

Key the refund details onto the Refunds spreadsheet, this data will later be added to a payment schedule and forwarded to Finance for action.

Locate the appropriate Refunds spreadsheet at: Z:\Client Accounting Unit\International Disbursement\Old files\Payments In and Out\$$ Overseas\20-21 Schedules, Refunds & Recalls\Refunds 2020-2021.

If the customer is due for a normal disbursement as well as the refund, highlight that row for the customer in yellow.

Note: if the refund is for a NZ IN case (the CSID will be marked 'do not touch'), add the refund information to a different spreadsheet: Z:\Client Accounting Unit\International Disbursement\Old files\Payments In and Out\$$ to NZ IRD\Refunds\21-22 NZ Refunds. Ensure information is keyed onto the correct month by selecting the appropriate tab on the bottom of the spreadsheet.