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Family Tax Benefit (FTB), Parental Leave Pay (PPL) and/or Child Care Subsidy (CCS) customer separates 277-50080050

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This is a Family and Domestic Violence Interaction Point. If the customer is with another person, on speaker phone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

Risks to a customer's privacy have been identified. See Separating Safely - protecting personal details to make sure the customer's personal details are safe before progressing.

If you have concerns about a child's safety, conduct the risk and referral process.

For information on Child Care Subsidy (CCS) changes in relationship status, Processing Child Care Subsidy (CCS) claims.

This page contains details for Service Officers to follow if a FTB, PPL and/or CCS customer advises of separation.

On this page:

Customer advises they have separated

Claiming or not claiming income support

Determining whether code RHH is correct on the record

Customer advises they have separated

Table 1

Expand table

Step

Action

1

Support the customer to separate safely

If a customer separates, changes to their record must be made to reflect their new circumstances. These changes can result in a potential privacy breach if they are not done correctly. Customers must be supported to separate safely.

Conduct a separating safely check with the customer before updating any personal information or contacting the other party

2

Check payments received

Does the customer or partner receive an income support payment as well as FTB, PPL and/or CCS?

This includes students receiving ABSTUDY Incidentals Allowance (ABY/CUR) who may be entitled to full ABSTUDY including Living Allowance following separation.

3

Initial contact

FTB, PPL and/or CCS customer or their partner advises they have separated.

Customer advises they have separated:

  • If they advise their relationship status will change in future, do not key the change. Offer to issue appropriate forms and do a resubmit DOC for 14 days from the expected date of change. See new postage timeframes for correct resubmit dates
  • If they have their ex-partner appointed as their nominee, or if they are the nominee for their ex-partner, ask if they wish to cancel the nominee arrangement
  • If they are indicating that they and/or their children are at risk of family and domestic violence, go to Step 4

Verification

A Relationship details - Separated under one roof form (SS293) is required when FTB/CCS only customers separate but remain residing under the same roof. For example, a separated customer lives with their ex-partner. SUOR does not apply for PPL only customers.

It is not appropriate to issue a Separation details (MOD S) to FTB/CCS or PPL customers who separate and are not receiving, or do not intend to claim, an income support payment (ISP). This includes where FTB/CCS only customer is claiming separated under one roof.

For FTB/CCS only customers who are SUOR, verification of separation is done using the assessment of the SUOR form.

See Table 2 for steps verification of separation.

Partner advises separation

If the partner of the FTB/CCS/PPL customer is advising the separation, go to Step 6

Otherwise, go to Step 5.

4

Family and domestic violence present

For vulnerable customers, see the Family and domestic violence procedure to conduct risk identification and offer suitable referrals, such as a referral to a social worker.

Where they indicate that they and/or their children are at risk of family and domestic violence, their relationship status can be updated immediately and verification requested (if needed).

Child support

If they have any children from this relationship in their care, discuss initial action to take child support.

Tell them that, if required to do so, failure to take reasonable action to get child support within the 13 week (91 day) timeframe can reduce the rate of FTB Part A to base rate.

Refer customers who indicate that they and/or their children are at risk of family and domestic violence to a social worker to discuss eligibility for a maintenance exemption.

5

Children in their care

Does the customer still have children in their care?

  • Yes:
  • No, in Customer First:
    • If a child has left their care, key child out of care to cancel payments for child, see Child leaves customer's care/custody
    • Update relationship status on Marital Status (MS) screen from date of separation and update address if changed
    • Check if the payment was previously made to a joint account. Update the bank details if required. For more details, see Changing payment destination
    • Procedure ends here

6

Partner is advising separation

Partner advising still living with customer and not changed address:

Record the details of the conversation with the customer on a DOC, including details of forms issued. Procedure ends here.

FTB/CCS/PPL Partner advising address has changed:

  • In Customer First on the Marital Status (MS) screen start a new line and key Event Date: as separation date and key 'SEP' in Marital Status field. Select Continue. Screen flow will automatically swap from the partner's record to the customer's record after the MS screen is updated
  • From the customer's Customer Details Task (CDTS) screen, swap to the partner's record and update the partner's address and any other relevant details such as rent and telephone details
  • Finalise activity on the Assessment Results (AR) screen
  • Record the details on a DOC

Child(ren) in partner's care

If any of the children will be living with the partner after the separation, tell the partner that they can claim FTB/CCS for the child(ren). See Initial contact by customers claiming FTB.

Also consider if eligible for any other income support payment and other products and services.

Procedure ends here.

7

Customer has child(ren) in care

If a child from this relationship is still in the customer's care:

  • Confirm if the care arrangement is going to change or remain the same
  • If the care arrangements are not changing, and the children are remaining only in the customers care initially, tell the customer they will need to contact Services Australia if their care arrangements change to avoid overpayments. A new care assessment for the child(ren) will need to be coded from the date of separation, this will be recorded within the MS update further in this process
  • If a shared care arrangement now exists, an update to the Care Alignment (!CADDS) screen is required in Customer First to advise of this. It may also be necessary to issue a Details of your shared care arrangements form (FA012). If their shared care percentage has reduced, their new percentage should be recorded at first contact. See Notification and assessment of shared care arrangements for Family Tax Benefit (FTB)
  • Tell them about initial action to get child support. Tell them if required to do so, failure to take reasonable maintenance action within the 13 week (91 day) timeframe may reduce the rate of FTB Part A to base rate. See Maintenance Action Test
  • Get details of any maintenance income. Record any of the following maintenance types if necessary:

If a child from a previous relationship is still in the customer's care:

If a non-biological child is still in the customer's care:

If a stepchild is still in the customer's care:

Check child care details for CCS current customer, for example, children attending care, service providers. If CCS only customer wishes to claim FTB, see Claiming Family Tax Benefit (FTB). If a child has left their care, key child out of care to cancel payments for child. See Child leaves customer's care/custody. Tell them that the new carer may be eligible to claim FTB/CCS for the child.

8

Identify eligibility for income support and other products and services

If they:


Claiming or not claiming income support

Table 2

Expand table

Step

Action

1

Verification of separation

There is no requirement to verify separation if a non-income support FTB, PPL and/or CCS customer unless a FTB/CCS customer advises they are still living under the same roof.

In these cases, verification of separation occurs using the assessment of the SS293 form(s).

Go to Step 2.

2

Claiming Income Support

Customer is claiming or will claim income support

If a customer separated from their partner and advises of a change of address and/or accommodation details, the customer remains linked until:

  • they provide separation details, and
  • their separation is verified

Separation details can be provided via the online Update relationship details service or MOD S.

If the customer is claiming income support:

  • A self service option is available Direct them to lodge a claim online. Separation details relevant to the claim will be captured within the income support claim. This includes triggering the SS293 form(s) where a customer separates and continues to live with their ex-partner (SUOR). Record details on a DOC
  • If their ex-partner is permitted to enquire, update the PPE authority (unless the customer has indicated that their ex-partner is still permitted to enquire):
    • In Customer First, insert a new line on the Marital Status (MS) screen
    • Restate partnered Marital Status field as the same as the previous entry
    • Update the Person Permitted to Enquire indicator PPE Cust and PPE Ptnr: fields as 'N' from the day before the date of separation
    • The date must be the day before the separation date to prevent an error when coding the date of separation
  • Code a DOC on the customer's record
  • Go to Step 3

Customer is not claiming income support

If the customer is not claiming income support and they are:

3

Change of address before claiming income support

If the customer is advising of a change of address before they lodge a claim for income support, code a Tmp Sep/Left Home relationship qualifier code on the MS screen to make sure address and/or accommodation details for the customer can be updated independently to the ex-partner's record. Do not update the customer's relationship status currently:

  • In Customer First, key 'MS' in Next field to access new screen for updating:
  • Event Date: enter the date the customer separated
  • Marital Status: restate their previous partnered marital status
  • PPE Cust and PPE Ptnr: update to N
  • Qualifier Code: select Tmp Sep/Left home
  • Source: select relevant source of information
  • Receipt Date: date the information was received. See Date of receipt
  • Select Continue to go to the Customer Details Task (CDTS) screen

Open the Address Details (AD) screen to update the address.

Staff must key ‘No’ in the Make Partner the same field to make sure the address update is not applied to the ex-partner record.

Open the Accommodation (AC) screen:

  • Select the 'provisional activity' via the Event Date that has defaulted from the date entered on the MS screen when the Tmp Sep/Left home qualifier code was recorded.
    Note: where the separation date is different to the date the customer moved address, an AC update for both the separation Event Date and address Event Date will be required
  • Make sure Accommodation Details for field is Customer (not Both)
  • If there have been no changes to the rent details, update the Rent Verification field with the same code that existed before Unlink of two customers (ULK). An exception to this is when the codes are UPL, RVL or VEE. Code:
    • COA where UPL was previously coded
    • NVE where RVL was previously coded
    • VED where VEE was previously coded
  • If there has been changes, select the most relevant code for the customer’s current circumstances. See Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA).

Go to Step 11.

4

Issue a Relationship details – separated under one roof (SS293) form

Issue SS293 form(s)

Where the customer advises they live under the same roof as their ex-partner, request an SS293 form.

Issue the Relationship details - Separated under one roof form (SS293) and appropriate letter.

Note: do not issue a SS293 form to an ex-partner if the customer has identified safety concerns. If the customer has a separate postal address, ensure forms are only sent to the postal address.

It is important to record the separation date as the MOD S will not be needed and SS293 form(s) does not capture the date of separation.

A MoC work item allocates to MoC streaming staff for action if a customer uploads the form or it is scanned to the customer's record.

Procedure ends here.

5

Customer is not SUOR - process separation

Process separation and any other new details in Customer First.

Note: There is a known issue that records cannot be unlinked while STA/SUB/COM parallel (both) activities exist. See E120CU - Can't Unlink while STA/SUB/COM parallel (bth) activities exist

Go to the Marital Status (MS) screen:

  • enter 'MS' in the Next to access a new screen for updating
  • Event Date: record the date of separation
  • Marital Status: select separated marital status
  • PPE Cust and PPE Ptnr: update to 'N'
  • Qualifier Code: leave blank
  • Source: select relevant source of information
  • Receipt Date: date the information was received
  • select Continue to go to the Customer Details Task (CDTS) screen
  • update any other changes, including Office Code (OC) screen, by selecting the appropriate screens from the CDTS screen.
    Note: select 'S' for any screen to be updated to make sure only the customer's record will be updated

If the customer:

Check the current income estimate is reasonable and follow up new estimate/payment choice/work/training/study test if needed. Do not key the partner's income as $0 due to the separation, as the partner's income will cease to be included from the date of separation.

If the activity is generating arrears, see Table 1 > Step 10 in Payment of arrear after reassessment and stopping a payment

For more details, see Updating income estimates for the current financial year. Make sure the correct date of event is used.

6

Children of current relationship remaining in care

Check the customer and partner’s relationship to the child(ren) to determine if both are parents to the relevant child(ren).

The Child Relationships page is accessed after selecting the relevant child from the:

  • Child Selection (CHS) page in Customer First, or
  • Relations menu in Process Direct

The Child Relationships page can be accessed from the:

  • Child Task Selector (CHTS) or
  • by keying:
    • '!CHRE' in Nxt: field after selecting the child, or
    • CHRE in Super Key in Process Direct

Is the FTB customer separating from the child(ren)’s other parent (natural or adoptive) and maintaining 100% care from the separation date?

7

Children in care

If the customer has advised care arrangements are not changing for children of the current relationship, code a new care decision for the child(ren) from the date of separation within the MS update activity.

Before separation, the FTB customer may have:

  • 100% care recorded on their Centrelink record for the applicable child(ren), or
  • the child(ren) recorded as In Customer Care (ICC) without a percentage recorded, which the Centrelink system will deem as 100% care.

If the customer is retaining 100% care of the child(ren), record the care decision of 100% from the date of separation.

Is the relationship update being actioned as part of a claim?

  • Yes, update the care within the claim in Process Direct, go to Step 9
  • No, update the care in Customer First, go to Step 8

8

Recording care in Customer First

Select from options below about the child record.

Child has their own PER record

Code the updates in the child's PER record before returning to the respective customers' records.

Key the child's CRN in the CRN field to go to the child record.

Use the correct date of receipt (DOR) when coding this activity.

On the CHS screen, 'S'elect Self and:

  • update the FTB Shared Care (FSC) screen with the same percentage of care the customer had before separation, using the date of separation as the start date
  • update the SSA Shared Care (SSC) screen with the with the same percentage of care the customer had before separation, using the date of separation as the start date
  • update the Care Alignment Details (!CADDS) - check and update the Care Assessment field to 'Finalised' by 's'electing the provisional line and updating the status for that child
  • Go to the Assessment Results (AR) screen:
  • the Rip Manager Consequences (RMC) screen is displayed, showing the records linked to the child that will have assessment data transmitted. Change the 'COM'plete option to 'MRG' (merge) or 'STA'rted to ensure child data results can be checked on the relevant records before finalising the assessment
  • finalise activity on the AR screen in child's record

The child updates made on the child's record will display on the carers' records

  • return to each carer's record to complete the reassessment activity
  • check the outcome is correct before finalising the activity on the AR screen
  • Go to Step 10.
Child does not have their own PER record

Code the updates in the customer’s record.

Use the correct date of receipt (DOR) when coding this activity.

  • ’S’ the child from the CHS screen:
  • update the FTB Shared Care (FSC) screen with the same percentage of care the customer had before separation, using the date of separation as the start date
  • update the SSA Shared Care (SSC) screen with the same percentage of care the customer had before separation, using the date of separation as the start date
  • update the Care Alignment Details (!CADDS) - check and update the Care Assessment field to 'Finalised' by 's'electing the provisional line and updating the status for that child.

Go to Step 10.

9

Recording care in Process Direct
  • Key Start into the Super Key
  • Select the Families - Care Assessments workflow from the Task Selector
  • Select the relevant child from the Relations menu
  • Navigate to the Shared Care Assessment (SCA) screen
  • On the FTB Shared Care (FSC) table, update care percentage with the same percentage of care the customer had before separation, using the date of separation as the start date
  • On SSA Shared Care (SSC) table, update care percentage with the same percentage of care the customer had before separation, using the date of separation as the start date and Principal carer indicator as 'Y'
  • Once all updates are complete, on the SWE screen in the customer’s record select Assess
  • Once satisfied with the outcome, on the Entitlement (ELD) screen select Finalise

Go to Step 10.

10

Finalise update

Finalise the separation activity on Assessment Results (AR) screen. Create a Fast Note - select Auto Text, use Generic > Update > Stated SEPARATED from Partner DOV to record details of separation.

Retrospective marital status changes for PPL customers:

Marital status changes for PPL claims for children with Expected Date of Birth (EDOB)/Actual Date of Birth (ADOB) on or after 1 July 2023.

The customer’s PPL entitlement is based on their marital status at the date of the customer’s initial PPL claim.

Customers who are:

  • single on the date they submit their PPL claim, can claim up to the maximum PPL entitlement
  • partnered on the date they submit their PPL claim can claim up to the maximum PPL entitlement minus the reserved entitlement

If the customer notifies that the marital status they provided within their PPL claim was incorrect and updates are made from or before the date of claim lodgement, the system will reassess the customers entitlement. Any additional PPL entitlement will be added to the customer’s balance of unclaimed PPL days.

There is no change to PPL entitlement when a customer advises a date of separation after the date of claim. This includes when a customer:

  • has lodged a PPL pre-claim and been assessed as eligible, and
  • advises a date of separation after the pre-claim lodgement date and
  • Add Newborn not yet processed or lodged

Procedure ends here.

11

Claiming or transferring to other income support payment

See the following for claiming or transferring to other income support payments:

Procedure ends here.

12

Customer remains entitled to income support payment they received while partnered

See the following:


Determining whether code RHH is correct on the record

Table 3

Expand table

Step

Action

1

Customer has 'Reconciliation' (RHH) MAT code on Maintenance Action Result (MNMR) screen

Referral to the Child Support Unit required

Create a Fast Note to the Child Support Unit. Use Fast Note - select Auto Text, use Families > Enquiry > Maintenance Enquiry.

Note: the Maintenance Enquiry template automatically includes the relevant 'ACTCSU' keyword. If the request is urgent, the 'URGENT' keyword must be manually added to the Fast Note.

  • Child Support Unit Service Officers, go to Step 2
  • All other Service Officers, procedure ends here

2

Check if the record has incorrectly retained the RHH MAT code

Has the RHH MAT code been incorrectly retained on the customer's record?

  • Yes, update MAT code to Pseudo DMA Event (PDE), go to Step 3
  • No, record details on a DOC. Procedure ends here

3

PDE to be applied to the record

From the December 2016 release, the 'PDE ' code became a manual code. PDE simulates a DMA period, and when coded on the Maintenance Action (MNMA) screen, results in DMA on the Maintenance Action (MNMR) screen. The PDE MAT code can only be entered by staff with relevant access.

Refer the case to ICT via normal escalation procedures to have the 'PDE' MAT code applied. This makes sure relevant letters are issued to the customer advising of the requirement to take maintenance action.