Correcting a duplicate Child Support customer record 277-09030030

This document explains the process for correcting a duplicate Child Support customer record.

Duplicate customer records

Duplicate records may occur due to:

staff error
customer error (for example, the customer gives an incorrect date of birth)
creating a new record without a proper Cuba search
registering the customers and/or children of the case without getting enough information
International case requirements, and
using the surname 'unknown'

It is essential to maintain a unique customer record because:

A customer with 2 separate payer records will be over-assessed for child support. This is because the multi-case allowance will not reflect in the other case
A parent with duplicate collect records will get duplicate payer account summary statements. Each statement will have a unique payment reference number requesting them to pay their Child Support. If a payer makes payment to one of these payment reference numbers, the other payee will not get any disbursements
Customers may not match correctly with Centrelink records. This can cause problems with:

The Resources page contains links to relevant websites, intranet pages and macros.