Correcting a complex Child Support error 277-09030020

Complex errors are:

• errors that meet one or more of the complex error criteria (including decisions to not correct or partially correct, invalid decisions and review and alter decisions)
• corrected at the SO5 level or above

When deciding if an error is to be corrected or not corrected, the decision-maker must consider the:

• particular facts and circumstances giving rise to the error, and
• impacts of correction/non-correction, in the context of the objects of the Child Support (Assessment) Act 1989 (CSA Act) and/or Child Support (Registration & Collection) Act 1988 (R&C Act)

The circumstances in one case may mean it is appropriate to correct that error, but it may not be appropriate to correct a similar error in another case.

Some factors to consider as part of the error correction process are listed below. The presence of one or more factors does not define the outcome of whether or not an error should be corrected. There may be some circumstances of a particular case that may be relevant for the decision maker to consider in the decision-making process:

• Sensitive issue indicators - an indicator alone will not be sufficient of itself to justify a decision one way or the other
• Where correction of the error may give rise to a threat to the health or safety of an affected customer in the circumstances of the particular case
• Where both parents do not want the error corrected
• Where there will be no change to the affected assessment/no financial impact as a result of the error correction
• Where the affected period was brief and the financial impact negligible
• Where both parents are uncontactable, in accordance with general Agency policy standards
• Where one parent is contactable and does not want the error corrected, and the other parent is uncontactable
• Where both parents are contactable and made aware of the error and have not requested the error be corrected or not in a reasonable timeframe

Decisions to not correct an error are made on a case by case basis and do not usually apply across a class or group of customers or cases.

All error correction decisions, whether a decision is made to correct an error or not, must be documented in the most relevant window in Cuba and customers must be notified of the decision and provided their review rights. For errors affecting:

• an individual customer record, document the relevant details on the client details notepad
• a case, document on the case notepad

Cases involving suspected fraudulent activity must be reported, see Report Suspected Fraud and Corruption.

The Resources page contains examples of simple, complex and other types of errors.

Escalate any non-simple clerical errors to the Program Advice team for advice and/or approval.

An error is considered complex if:

• it occurred more than 6 months ago
• it has a rate impact on a period of the assessment that is greater than 6 months liability. Rate impact relates to the assessment not the collection status
• the customer has a duplicate customer record
• the case has ended (including the reverse case if applicable)
• a mixed assessment is in place or is required
• a workaround is required which involves recording a formula modification
• the case involves a non-parent carer with 2 or more associated cases
• external remedies are not available, for example, Change of Assessment (COA) is not available as the error occurred more than 7 years ago
• the correction results in a role reversal (back dating 3 months or more)
• the error needs a mySupport form completed to correct the issue
• child support period (CS Period) alignment is required for more than the current Last relevant year of income (LRYI)
• a decision is recommended to not correct the error
• a decision is recommended to partially correct the error by applying the correction from a date later than the errors date of effect
• a decision is recommended to be considered invalid
• a Change of Assessment decision is recommended to be reviewed and altered
• a Departure Prohibition Order (DPO) decision is recommended to be reviewed and altered
• a change is being considered to the register (under s42 of the Child Support (Registration and Collection) Act 1988) and it is not a simple clerical error

Service Officer (SO3 and above)

SO3 and SO4 levels must refer complex error recommendations to a Service Support Officer (SSO) for authorisation. If a Service Officer is unsure, or not confident in correcting the error, they must seek technical support. SO3 and above can:

• process simple error decisions to correct an error
• escalate a complex correcting errors submission and recommendations for decisions outside of their delegation, including decisions to not correct an error
• process and finalise error decisions in line with appropriate authorisation

Service Support Officer (SSO), Parent Support Team (SO5), Solutions Gateway Team (SO5) and Complex Case Managers in Multicultural and Tailored Services Branch

• process simple error decisions to correct an error
• provide guidance and support for simple error corrections
• process and authorise complex error recommendations that do not require escalation to the PSM or Program Advice Team
• escalate a complex correcting errors submission and recommendations for decisions outside of their delegation, including decisions to not correct an error
• process and finalise error decisions in line with appropriate authorisation

Program Support Manager (PSM)

• authorise complex error recommendations that require PSM approval (including New Customer and Mainstream Services PSM who are authorised to make certain parentage related decisions invalid)
• authorise simple and complex error decisions to not correct an error (where both customers agree or one parent does not want the error corrected and the other parent is uncontactable)
• escalate a complex correcting errors submission and recommendations for decisions outside of their delegation (for example, invalid decisions or decisions to not correct where customers do not agree)
• co-ordinate how invalid decisions are implemented
• liaise with Program Advice about Complex errors at their delegation

Child Support Program Advice team

• review and consider recommendations from PSM’s
• liaise with PSM’s and provide written instructions and/or authorisation of decisions at their delegation
• review and consider non-simple clerical errors