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Residency referrals for Child Support customers - Domestic Service Officer 277-08310010

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This document outlines information to support Domestic Service Officers and Team Leaders (TL) decide when to send a residency referral to the Specialist Residency Team for a decision.

Roles and responsibilities

Domestic Service Officer

This includes Service Officers from all Business Lines except Specialist Residency Service Officers and International New Customer Service Officers.

  • Gather information regarding the travelling customers travel or intended travel
  • Record contact information gathered in Residency Referral window
  • Submit residency referral in Cuba
  • If customer is to be referred, route Residency Decision Required intray to TL

Domestic Team Leader (TL)

  • Review the domestic Service Officers residency referral submission
  • Ensure all appropriate information has been captured in separate 'contact' records
  • Approve, approve override or reject submission
  • Where submission has been approved or approved override, route Residency Decision Required intray to Specialist Residency Team

Specialist Residency Service Officer/International New Customer Service Officer

  • Review existing information gathered and if required gather further information regarding the travelling customers travel or intended travel
  • Apply tests using information gathered to determine travelling customer's residency
  • Make a residency decision
  • Where applicable have the decision endorsed by an International Service support Officer (SSO)
  • Notify both customers of decision

International SSO

  • Where required support domestic Service Officer/TL with residency referrals
  • Where applicable support Specialist Residency Service Officer/TL in making a decision

Note: the delegations for these functions may be at a lower level than the authorisations. The authorisations reflect a Child Support decision to manage issues at a certain level.

The Resources page contains links to the Residency Decision macro, Services Australia website and Residency Questionnaires.

Residency decisions for Child Support customers - Specialist Service Officer

Residency decisions for Child Support customers

Customer referral guidelines

External searches guide

Technical support in Child Support