2.11 What should I do if a claimant phones to say they have not received their pay?

If a claimant believes they have not received their pay and the DoF payroll record (VDPH.CM or .DP) shows they should have, ring and confirm with their bank that the net amount on their microfiche has not been deposited.  Government pays are usually deposited into accounts late Wednesday night, or early Thursday morning of pay week.

If it has not been deposited, confirm with the bank that we have sent the correct BSB and account numbers.  If they are correct, ask the bank if they can locate the pay on their rejection reports and redirect it to the correct account.  If it has been sent to the incorrect institution, it will be sent back to DoF.  This could take up to two weeks before the money can be repaid to the payee (refer section 5.2.3), hence the need to confirm BSB and account numbers before the pay is sent.  Check with Human Resources Group.

If all numbers are correct, DoF need to be contacted to locate the pay.  All liaising with DoF will be done by the Human Resources Group, Corporate Centre.