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Child support Manual Follow-up (MFU) activities and automatic reviews 277-51160000

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Child Support

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Examples for completing started Child Support care activities

Table 1: this table contains examples of investigating and actioning care transaction from Child Support that have been left as started activities due to the adjustment amount exceeding $10,000 positive or negative

Example

Description

1

Care has flipped + Read more ...

On 2 September 2020, a Child Support care activity is left as started on a customer’s record by ICT due to a large debt being calculated.

The customer previously had 100% care coded for the child from 14 January 2020.

The provisional care data in the activity is now:

  • deleting that entry and replacing it with 0%, and
  • coding the child as left customer care (LCC) on the CHC screen

The customer is still showing as partnered to the other parent on the MS screen, and the child is a current relationship child on MNGS.

This is not a straight forward care change:

  • Check the care details for the customer in Cuba
  • Cuba shows the customer separated on 15 August 2020 and started a child support case against their now ex-partner
  • A care determination was also made by Child Support and updated in Cuba because the customer has 100% care from 14 January 2020.

Investigation shows care has been flipped on the Centrelink system because the customer has not yet advised Centrelink they have separated from their partner.

Cancel the started care activity and follow up the separation with the customer.

2

Care is correct + Read more ...

On 28 October 2020, a Child Support care activity is left as started on a customer’s record by ICT due to a large debt being calculated.

The customer previously had 100% care of a child from 21 May 2012.

The provisional care data in the activity shows care updated to 50% from 1 July 2018 with an assessment of CSP decision.

The change in care is causing a large overpayment to be calculated which spans 2 previous financial years and the current financial year.

Investigation shows:

  • there are no other care changes, or previous care decisions deleted within the activity, and
  • the care update in the activity is attributing the remaining 50% to another carer

This is a straight forward care change:

  • no need to check Cuba to confirm the care details
  • finalise the activity with a DOC confirming the care details