FOI/LEX 86718 - Page 1 of 8
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Coding changes to customer information and claiming errors within
Payment Accuracy Review (PAR) 110-14040070
Currently published version valid from 1/07/2025 3:09 PM
Background
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FOI/LEX 86718 - Page 2 of 8
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Recording Potential Errors
Denied Payments
As part of the review, any payments that have been denied must be recorded under Denied Payments in RRRS. If the customer
advises during the interview that they have had a payment denied in the past, investigate the record, and determine if there have
been any denied payments. If there is evidence that the customer has potentially been denied a payment they may have been
entitled to receive, claim an administrative error. A denied payment could be a more appropriate primary payment or additional
supplementary payment (only consider those payments and supplements currently reviewed as a part of PAR) that they are
currently not receiving.
Unclaimed Payments
As part of the review, payments that customers have considered claiming must be recorded under Unclaimed Payments in RRRS. If
the customer is aware of their potential eligibility and would like to receive this payment, then 'Customer Error' should be recorded.
If it is because the customer is either not aware of an entitlement or they have trouble understanding the eligibility rules of the
payment, then 'Administrative Error' should be recorded. If it is the customer's choice to not accept a payment they may be entitled
to receive then 'No Error' should be recorded. An unclaimed payment could be a more appropriate primary payment or additional
supplementary (currently reviewed as a part of PAR) that they are currently not receiving.
Note: these errors are captured separate to the standard errors identified during the review process. Error record with RRRS Q82
through to Q86.
The Resources page contains a link to the 'Asset held in trust for another person (for example, child or grandchild)' referral
template.
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FOI/LEX 86718 - Page 3 of 8
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Potential Errors for Denied Payments + Read more ..
Denied payments is where through the interview process and interrogation of the record, there is evidence to suggest the
customer may have been incorrectly denied a payment to which they were entitled.
If the customer advises at the interview they have been denied a payment and there is evidence that the customer may have
had a payment denied incorrectly, an Administrative Error may need be recorded.
FOI/LEX 86718 - Page 4 of 8
Sources of information that can be used to locate denied payments include:
s47E(d)
in Customer First (
CF) or Customer Record (
CR)
s47E(d)
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Potential Errors for Unclaimed Payments + Read more ..
An unclaimed payment is where a customer may be aware of eligibility for another payment they are not receiving but have
chosen not to claim due to a particular circumstance.
If the customer advises during the PAR interview that they have considered applying for other payments, an error may be
recorded.
The type of error is dependent on the customer’s reason for not claiming the payment(s).
• If the customer is aware of their potential eligibility and would like to receive this payment, then record ‘Customer
Error' at Question 85 (or 83 if replacing current payment)
• If the customer is either not aware of an entitlement or they have trouble understanding the eligibility rules of the
payment, then record 'Administrative Error' at Question 85 (or 83 if replacing current payment)
• If it is the customer's choice to not accept a payment they may be entitled to receive, then record 'No Error' at
Question 85 (or 83 if replacing current payment)
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FOI/LEX 86718 - Page 5 of 8
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Resources
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A to Z Index Coding Information and Claiming Errors index
Table 1: this table contains an A-Z index to assist users with coding information and claiming errors for Payment Accuracy Review
(PAR).
FOI/LEX 86718 - Page 6 of 8
Letter
Terms
A-Z
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Denied Payments
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Unclaimed Payments
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FOI/LEX 86718 - Page 7 of 8
Payment Accuracy Reviews Questionnaire
JobSeeker Payment
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SELECT
