C37/2004 Automated Transmission from Centrelink of Personal Details for Partners Eligible for DFISA

Introduction

The purpose of this Departmental Instruction is to:

• advise of some changes being made to the daily Defence Force Income Support Allowance (DFISA) transmissions between Centrelink and DVA; and
• to outline the action now needed to be taken by State Office staff to register details of partners previously unknown to DVA but eligible for DFISA.

Background

With the implementation of DFISA, daily transmissions were established between DVA and Centrelink to automate the payment of DFISA for clients in receipt of Centrelink benefits.  These transmissions and subsequent payment action are built on the basis of mutual clients being matched on personal details at DVA and Centrelink.  Providing clients are matched then in most cases the payment process is fully automated.

One area that has remained a manual action since implementation is the identification and registration of spouses of Disability Pensioners who are not recorded on the DVA database but are eligible for DFISA.  There were a large number of spouses to investigate and register resulting from implementation.  Because of this, and as the process to date has involved personal contact with Centrelink, the DFISA Project Team has been undertaking this work since implementation.

Enhancement of data transmissions

Following the implementation of DFISA, DVA and Centrelink have continued to work together to enhance transmissions of data between the two agencies.  Changes are shortly being made to these transmissions which will include the automated transmission of personal details for partners of Disability Pensioners who are eligible for DFISA but not recorded on the DVA database.  A DVA new report will be created containing the details.

Current Status

The Project Team has now completed the clean up of over 2000 clients who appeared eligible for DFISA but did not match on personal details between the two agencies.  A large number of these were spouses of Disability Pensioners not recorded on the DVA database. These are now recorded on the database and most are in payment.  There are now only a small number of new cases being received weekly.

The Project Team is still following up approximately 180 spouses who have been written to requesting payment destination.  It is expected these will be finalised by Christmas.

Hand-over to State Offices

The backlog resulting from implementation has now been cleaned up and notification of details for these cases is now to be included in the daily transmissions from Centrelink.  It is therefore an appropriate time to hand over the ongoing investigation and registration of these cases to State Offices.  Detailed instructions for processing are at Attachment A.

It is not possible at this time to estimate the numbers that State Offices will have to process on a weekly basis, as the backlog of cases since implementation has prevented us from getting a clear picture of the ongoing workload.  However, numbers are not expected to be high.

Effective Date

The system changes will be implemented at DVA and Centrelink on the weekend of 4/5 December 2004.  At the same time other changes will be made to the data transmissions automating the Clearance Process.

State Offices will commence actioning any notifications of personal details for partners eligible for DFISA but not recorded on the DVA database following the daily transmission on Monday 6 December 2004.

Training

Information hook-ups are being arranged with DFISA Contact Officers so that staff undertaking this work can have the process explained to them by Project Team members and have the opportunity to clarify any aspects not fully understood.

Strategies for reducing processing delays

Until these spouses are investigated and registered on the DVA database with a payment destination, DFISA cannot be paid.  In all cases, even if they are registered directly after notification from Centrelink, there is still a delay between the veteran being notified and receiving their first DFISA payment and the spouse receiving notification and DFISA payment.

We are therefore looking at two strategies which would substantially reduce the number of cases where DVA does not have the spouse recorded and therefore reduce delays between veterans and spouses being notified and paid.

• Income Support Policy is investigating whether spouse details can be collected on Disability Pension Claim Forms and spouses of new claimants for disability pension registered on the DVA database.  This would allow Centrelink to match on transmission following DP grant.
• Centrelink is identifying spouses of Disability Pensioners currently in payment at Centrelink, not on the DVA database, but not currently eligible for DFISA.  If these were also registered at DVA it would allow Centrelink to match on transmission following any future DP variation that did result in the grant of DFISA.

You will be advised of any progress with these strategies.

Contact Officer

If you wish further clarification this Stateline, please contact Andrew Eime, Senior Project Officer, New System Development, Income Support 50226 or by email to andrew.eime@dva.gov.au.  Any management issues should be addressed to Ron Mildenhall Director Income Support New Systems Development.

Overview

Currently DVA is creating clients at the request of Centrelink for payment of DFISA. These clients are eligible partners of veterans, who are in receipt of, or eligible for, Centrelink pensions/benefits and who have previously not been recorded at DVA.

Centrelink has been sending over the details of these clients via fax. However, from 6 December the details for these clients will be transmitted via secure link and reported out to State Offices for manual creation in CRS and DDS.

Transmission of Partner Details

From the data Centrelink will transmit for partners the following information will be reported out for manual creation:

#

Item

1

Veteran Details (UIN, Name, Active File Number)

2

Partner Name (Surname, First Name, Initial)

3

Partner Date of Birth/ Date of Death

4

Partner Gender

5

Partner Address

6

Partner Payment Destination (Bank Account Title, BSB Number, Bank Account Number, Bank Account Code)

Centrelink Request to Create Client Report

The following is an example of what the new report will look like.

Create Client Process

The following table describes the process for creating new clients:

Step

Action

1

Receive “Centrelink Request to Create Client” Report

2

Ensure the existing DVA client does not have a spouse/defacto already recorded at DVA.

If the DVA client already has a spouse/defacto recorded at DVA, investigate if the Centrelink spouse/defacto is the same person as the spouse/defacto recorded at DVA -

3

Where the person is the same, check that the details match those sent by Centrelink. Where there is a discrepancy, contact the client and confirm the correct details and update the record as appropriate.

4

Where the person is not the same, investigate the relationship with the new partner. Delete the existing spouse/defacto as appropriate and create the new spouse/defacto.

If the DVA client does not have a spouse/defacto already recorded at DVA -

5

Check the person to create does not exist elsewhere on the DVA system (in any State).

If they do, re-link them as appropriate.

If they don't, create them against the existing client's active file number.

Spouse/ Defacto of existing DVA Spouse

Centrelink may request that a spouse/defacto be created against a client who is actually a spouse of a veteran (and not a veteran in their own right).

The spouse should only be created if they are eligible for DFISA.

As DVA systems are not structured to record spouses of spouses, the table below describes how to work around this:

Step

Action

1

Receive “Centrelink Request to Create Client” Report

2

Where the new client is a spouse/defacto of an existing DVA spouse, determine if the new spouse is eligible for DFISA.

For example:

If the existing spouse has divorced the veteran and remarried, then the existing spouse is ineligible for Dependant's DP and therefore neither they or their spouse recorded at Centrelink is eligible for DFISA. The existing spouse's payments may need to be cancelled.

If the existing spouse is in a defacto relationship (and has not remarried) then the new defacto is eligible and will need to be created.

4

Due to restrictions in CRS, the new spouse/defacto has to be entered as the opposite gender of the veteran and a different client type to the existing client. For example, if the existing client is a spouse, then the new client has to be entered as a defacto (even if they are in fact a spouse).

In most cases, this will mean a male spouse/defacto is being created as a female defacto.

5

Regardless of the gender, you must ensure the correct title (eg Mr, Mrs) is entered against the new client.

6

Once created, enter a comment in VIEW against the new client's record outlining their correct details and the reason for the creation eg Mr X is a male spouse of Mrs X. Created as he is eligible for DFISA.

Spouse/ Defacto of existing DVA Spouse, continued

Note: Centrelink may request an ineligible person be created, based on the information they hold. In these instances, the client should not be created and Centrelink advised.

For example:

In cases where the DVA client is a spouse of a veteran, and they have remarried but not advised DVA, they may still be in payment inappropriately. Centrelink may request that the new spouse be created based on the fact that the DVA client is still receiving DP. Where this is the case, the State Office should investigate the DVA client's payments and stop them if appropriate. If the new spouse is not eligible for DFISA then Centrelink should be informed.

Recording Default Destination

The “Centrelink Request to Create Client” Report will also contain details of the client's current destination for their Centrelink payment.  These need to be checked before recording as the client may have a payment nominee payment destination recorded at Centrelink.

The table below describes the process for recording a default payment destination for the client.

Step

Action

1

Receive “Centrelink Request to Create Client” Report

2

Check the account details for the client.  Where the account title matches that of the client's name record the default payment destination using DDS.

If there is any doubt that the account for payment does not belong to the client then the client should be contacted for the default payment destination details.

3

Where the account title does not significantly match the client's name, obtain the default payment destination directly from the client either by telephone or by using the standard letter “Request for bank account information”.

For example, the client's name may be J Smith where the account title is J Jones.  The account title may be that of either the client's maiden name or an agent or trustee.

4

When the default payment destination details are obtained from the client, record the default payment destination using DDS.

Recording Default Destination, continued

Note: For DVA to make a payment to a third party they must first be appointed either an agent or trustee under the relevant sections of the VEA.

The letter requesting the default payment destination details contains information on requesting the necessary forms for appointment of an agent or appointment of a trustee.