External
Retain copies of all communication on the claim file and/or PRACSYS.
- Preliminary steps prior to write off consideration will include initial advice to the debtor as per non-incapacity or incapacity procedures and commencement of negotiation.
- Where the debtor requests consideration of write off, discuss the request with the state manager.
- Prepare a submission using the format at Appendix 2. Ensure the circumstances of the overpayment and the debtor's capacity to repay have been clearly ascertained.
- If the submission is rejected by the state manager:
- consider phoning the debtor and asking him or her to come into the office to discuss the request and its outcome.
- follow the phone call with a letter as per Appendix 3.
- proceed with further repayment negotiation as per non-incapacity or incapacity procedures.
- If the submission is agreed by the state manager:
- issue a letter to the debtor as per Appendix 4.
- forward a copy of the submission to the Operations Group.
- add claim comments to the PRACSYS record to indicate that write off has been agreed.
- create periodic diaries (every six to twelve months) to review the debtor's current circumstances.