Letters and customer advices 111-14000000

Some activities may need a manual letter to be sent. Others may have a started letter where manual content needs to be added.

In Customer First:

• view the activity and check the Activity Details (AY) screen to decide what action to take
• select the activity and view the Notes section. For example. 'E371NS: Unable to produce auto letter. Manual letter required.' See Table 2 to process the letter for specific activity type
• check the Document List (DL) screen and the Activity History List (HAL) screen. Identify the triggering event that created this activity

Complete the required action required first. Do not finalise an ADV/MFU without determining the reason.

For help, contact Local Peer Support.

If processing:

• an incomplete Advice (ADV) letter, go to Step 3
• a ‘Text not found’ letter, go to Step 4

Go to the Activity List (AL) screen. Select:

• the ADV Letter Incomplete activity > Continue
• when the Letter Display (LDC or LDT) screen displays, complete any blank fields with the correct details

For Customer First, select:

• Continue to confirm the text
• Next Page to scroll to the next page

For Customer Record, press:

• [Enter] to confirm the text
• [F8] to scroll to the next page

When all blank fields are actioned, key 'FIN' in the Command field to complete the letter.

The completed letter will be:

• queued for central print, or
• delivered to the customer's myGov Inbox in 2 working days

Procedure ends here.

These letters are incomplete because the letter is missing one (or more) paragraphs.

Report this to the ICT helpdesk via the Enterprise Outbound Communication (EOC) issue webform:

• go to mySupport
• key Enterprise Outbound Communication (EOC) issue or search for key words (such as SMS, email, messages, letters, communications)
• complete the form and include the missing paragraph code in the issue notes
• Submit the webform and note the receipt number

See Processing Manual Follow-ups (MFU) for Families.

Create a manual OLA letter when conflicting or sensitive activities have been completed on the customer's record. For example, the customer has been cancelled and restored in the same activity. The system cannot generate a letter to cover the scenario.

Create a manual OLA letter when an excessive number of activities have been completed on the customer's record. This is because the system cannot determine which letter to generate.

See Death of a family assistance or Paid Parental Leave scheme child.

Create a manual OLA letter - Q079 (Carer Allowance - Adult Care Receiver Dies) when an adult care receiver has passed away. This letter notifies that Carer Allowance can no longer be paid and includes details about Bereavement Payment.

Create a manual OLA letter - Q255 (For Death of Care Giver for CA - Child-single not partnered) when a single carer has died and to notify the executor of the final payment (or overpayment).

Create a manual OLA letter - Q999 (free text) for cancellation reason 'OTHER'.

Create a manual OLA letter - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for cancellation reason 'OTHER'.

Create a manual OLA letter - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for cancellation reason 'OTHER'.

Create a manual OLA letter - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for cancellation reason 'OTHER'.

Create a manual OLA letter - Q334 (Marriage or MLR: No longer requires PP or ptr details unknown) when a Parenting Payment Single is cancelled with reason 'Marriage Like Relationship' (VSM).

Create a manual OLA letter - Q014 (Crisis Payment) when the customer's claim for a Crisis Payment has been granted or rejected.

Create a manual OLA letter - Q486 (Death partner, caree or child) when a partner, caree, or child has died. It tells the customer about the Bereavement Lump Sum and continuation of payments for the bereavement period.

Create a manual OLA letter - Q999 (free text) for rejection reason 'OTHER'.

Create a manual OLA letter - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for rejection reason 'OTHER'.

Create a manual OLA letter - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for rejection reason 'OTHER'.

Create a manual OLA letter – Q503 (Reject Bereavement Allowance) when a rejection reason of 'OTHER' has been used.

Create a manual OLA letter - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for suspension reason 'OTHER'.

Create a manual OLA letter - Q134 (Rej, Can, Sus or Defer pension, allowance or benefit) for suspension reason 'OTHER'.