Alignment of Care Manual Follow-up (MFU) activities 277-51170000

Under Alignment of Care, mutual customers can advise care arrangements to either Centrelink or Child Support. A data exchange ensures a complete and accurate match for correct family assistance and child support assessments. Where the data exchange is unable to automatically apply a care determination MFU activity is created on the customer's Centrelink record for the care determined to be manually investigated and actioned.

MFUs processed by Alignment of Care staff occur where:

• the child's care information cannot be applied automatically due to current system limitations
• adequate care information for a child is not available to complete the customer's FTB lump sum claim
• a child support care assessment has been received and the percentage of care has changed for an income support customer, which may affect their eligibility or rate
• the Internal Review/Explanation script has been used to record a request for an explanation or application for a formal review of a care decision (FAO REA activity is created)

For alignment of care determinations between Child Support and Centrelink mutual customers, including where a care determination will or will not align, see Transfer of information between Centrelink and Child Support.

The Date of Effect (DOE) rules are different for Child Support to Centrelink.

If Child Support or Centrelink are notified within 28 days of the date the care changes, the date of effect will be the date the care changed for Child Support and Centrelink purposes.

Changes to Child Support legislation effective from 1 July 2018 mean if Child Support or Centrelink are advised more than 28 days after the date of event, the date of effect for Child Support purposes will be the date:

• the care changed for any decrease in the care percentage
• of notification for any increase in the care percentage

Note: the 1 July 2018 legislative changes to the care date of effect apply to WA ex-nuptial cases if the change was notified on or after 15 May 2019. Changes notified before 15 May 2019 use the pre 1 July 2018 legislation.

Transitional arrangements/grace period

If a care change occurred before 1 July 2018 and was notified before 30 December 2018, during the 26 week 'grace period', (1 July 2018 to 29 December 2018 inclusive), the change took effect for Child Support purposes from the date:

• the care changed if the change was notified within 28 days
• of notification, if the change was notified outside 28 days

For more information, see Notification of change in child support care.

If a care change occurred before 1 July 2018 and is notified after 30 December 2018 for Child Support purposes, changes to the care percentage will take effect from the date:

• the care changed for any decrease in the care percentage
• of notification for any increase in the care percentage

When processing these activities, action can include:

• contacting the customer to confirm details
• explaining or reviewing a care decision
• updating care assessment details on the customer's record
• accessing the Child Support system to confirm care details