FAO peak time coming up

July marks the start of the heaviest call demand time for FAO, with reco and advance calls, as well as normal enquiries. Call wait time goes through the roof, staff are under the pump

if you need to do something related to FAO/centrelink, give it a go online or on phone self service (136240) if you can. if you need to phone up, be prepared (cuppa and a biscuit or three) as you may face hefty wait times. If you're frustrated with the wait times, spare a thought for the staff who are dealing with 50+ people feeling just as frustrated as you, and copping a LOT of flack, every single day.

honestly, if you haven't played with self service before, give it a go - it's not that scary i promise!

thanks for the heads up BG.

BG can I ask a FAO question - not sure whether parents always are as honest with me about stuff as I think they are..... if any change is made to a payment, does the parent receive notification in the mail?
Two cases recently - one had CCB decreased by a fair amount - while I was away and the other office person didn't notice, so fees fell in arrears as gap was higher, parent advised she had no idea FAO hadn't told her anything. I find that hard to believe, surely the parent is always advised of a change like this? And I thought that a drop in CCB would be due to the parent making a change themselves anyway.

Case two - parent paying via centrepay had deductions stopped, I rang to check what was going on, centrepay advised the payment it was coming from had been ceased. Parent said she had no idea that she wasn't receiving this money anymore.

both of these can occur when an estimate is changed and continuous adjustment takes effect on the file

continuous adjustment basically reduces the ftb or ccb drastically to try and stop an overpayment at the end of the year. ftb reduction is mandatory, ccb is up to the customer. it should be discussed as it happens if the customer is involved in the processs

sometimes though, customers will have this happen without their express knowledge (this is rare) - essentially if they have an estimate in place that is less than what their actual income is from the previous year (so last year dad earned 100k, this year his estimate is 50k), the information received from the ATO triggers a warning letter to the customer to contact and revisit their estimate to ensure it is reasonable. if they don't get in touch with FAO within the set time frame, their estimate will be automatically lifted from what it is currently, to last years income PLUS 5% (ish). at that time, the mandatory adjustment of FTB occurs (which may restrict the customer to a zero payment) and whatever option they currently have in place for CCB (it defaults to continuous adjustment) also comes into play.

another "possible" for the centrepay customer would be if they have a debt for FTB (or another payment) that they have to start repaying - the debt will always come out before any centrepay deductions (after reductions based on earnings etc - debts are number 1 priority)

BG when do income statement go out for tax? I have reg for online letters so should it come quickly after June 30

:

---

ATO triggers a warning letter to the customer

---

So they will always get a letter advising any changes? Because more often than not they tell me they've received nothing (which I don't necessarily trust to be the entire truth!).

:

---

So they will always get a letter advising any changes? Because more often than not they tell me they've received nothing (which I don't necessarily trust to be the entire truth!).

---

letters go out for every change in payment rate or child care percentage - but a lot of people admit they don't read their mail cos they get a lot of mail from FAO until we make them locate it and read it with us

Kylz - you will only get a payment summary if you've received a taxable payment. FTB is not included. like all payment summaries, it should be issued to you by July 20. you will not be able to print via online services as it contains your tax file number so cannot be accessed that way for privacy reasons. if you received a taxable payment from c'link during the financial year, it is sent to ATO for the autofill process so it should be available a bit earlier but i'd not guarantee anything until july 15 or after

Good one BG..online is definitely the way to go.

Another thing you can do is go into a Medicare office..they have staff trained in FAO and access to most of the processing screens as well and if they can't help you they will be able to get an answer for you quickly.

medicare have limits to what they can access though. they do a lot of collection and passing on to processing sites. there are different access "tiers" for medicare sites and most will collect and forward either to families processing sites or the higher tier medicare sites as their access is very limited. they can see some stuff, and they can put on the file "xyz received, forwarded to site abc" and that's about it. they don't do estimates and things like that. the average person who has maximum self service access can see and do more than most medicare sites

:

---

letters go out for every change in payment rate or child care percentage - but a lot of people admit they don't read their mail cos they get a lot of mail from FAO until we make them locate it and read it with us

---

Yep, that's what I thought most likely happens, kind of sux when they get mad at me because I've changed their fees on them (which of course I have no control over) yet they've not bothered to read their mail.

yeah and then they ring and abuse us and we make them find their letter (or if they can't, read direct from our copy of it) and then say "remember when you did this on such and such a date, you changed from this to that" and most of them calm down, but they rarely apologise for their attitude. i've come to a point where i'm surprised by nice and or/polite people now. kinda a sad state of affairs when people being courteous is the exception instead of the rule

Yep, so very true!

:

---

letters go out for every change in payment rate or child care percentage - but a lot of people admit they don't read their mail cos they get a lot of mail from FAO until we make them locate it and read it with us

Kylz - you will only get a payment summary if you've received a taxable payment. FTB is not included. like all payment summaries, it should be issued to you by July 20. you will not be able to print via online services as it contains your tax file number so cannot be accessed that way for privacy reasons. if you received a taxable payment from c'link during the financial year, it is sent to ATO for the autofill process so it should be available a bit earlier but i'd not guarantee anything until july 15 or after

---

I got the PPL so I will need one to do tax return right? Hope it comes early we booked in with accountant on 16 July

it should be on the auto fill system by then

Payment summaries will be available online if you are registered for online letters - I believe from the second or third week (but don't quote me on the date, have a bit of baby brain :rolleyes: )

Auto fill if you are doing the online tax lodgement is very very easy.

Good thread BG, and, sadly, I agree with the polite customer being the exception, but I think that is in most customer service based industries now :(

Not quite the right spot but iw as wondering, I started getting an advance on my FTB and i ticked the box so i will get it automatically. Will this just come with one of my first pays after the 1st of July or will it come on its own?
Great thread by the way!

BG is it too late to request the CCR be paid to our FDC? I read something about the 17th of June being a cut off date?

My guess, and it's only a guess, is the 17th was the cut off to receive it from the 4th July (first week of financial year). I assume if you register later, it will just mean you won't get it off the first few fortnights of fees???? Afterall, new families to daycare after June 17th will have to register then. BUT might be totally wrong!!