Suspended Payments Work List (AG)

• Indicating the case is currently suspended while it is under investigation
   
• From the Internal Governance (Criminal Investigations) (IG(CI)) Corrections Team (formally BIO)

Note: A message from the IG(CI) Corrections Team will say 'Payment Suspended - do not lift under any circumstances'

Or

• Stating ‘Suspension applied by CapGemini under CR1137 – Do not Unsuspend’

• Use Function MAINTAIN WORKLIST to set an action date on the work list item for 2 weeks in the future, making sure that the Retained checkbox is ticked

Then

• Check the case after this time

• Stating ’UZ66 ***DO NOT UNSUSPEND***COMPLIANCE ACTIVITY. TC861 sent to claimant’

• Use Function MAINTAIN WORKLIST to set an action date on the work list item for an indefinite period of time, making sure that the Retained checkbox is ticked
   
• Take no further action

• From Compliance, follow the guidance in Identifying Compliance Activity

• If there is no Compliance activity, or Compliance do not require the claim, go to step 2

• Indicating the case has been Compliance Terminated

• Use Function MAINTAIN WORKLIST to delete the work list item
   
• Do not lift the suspension
   
• Take no further action

• No message, or a message to say the investigation has finished, go to step 2

Note: If you are not sure whether the investigation is still ongoing, contact the relevant Claimant Compliance Officer using the details they have provided in the message or using the Claimant Compliance Team Centre Contact List

• If there is a message

• Regarding Persons From Abroad action
   
• Indicating the award has been terminated due to an Immigration Easement
   
• Indicating the claimant has failed the residency criteria

Or

• Indicating the case is ceased, system terminated or the household has ended

• Use Function MAINTAIN WORKLIST to delete the work list item
   
• Do not lift the suspension
   
• Take no further action

• If there is a message indicating the payments have been suspended to reduce an overpayment, this is an incorrect procedure

• Lift the suspension. Follow the guidance in Setting And Removing Suspension Reasons

• Select the ‘Suspended Payments’ Work List from the drop down menu in the Worklist Type field
   
• Select the office or unit you want from the drop down list for the Management Unit (MU) field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the Work List
   
• Click on the Work List item you wish to work to highlight it
   
• If the suspension reason is

• ‘S17 not issued’, go to step 3
   
• ‘Auto Giro RLS’, go to step 3
   
• ‘Auto BACS Invalid Bank Details’, go to step 4
   
• ‘Invalid Bank Details’, go to step 4
   
• ‘Manual Payment Request’, go to step 5
   
• ‘Death of Applicant’, go to step 6

• If there is a message, the RLS query will be resolved by another team working the RLS work list

• Use Function MAINTAIN WORKLIST and select the ‘Suspended Payments’ Work List
   
• Click on the work item you were working on to highlight it
   
• Click on the [Delete] button

Then

• Go to step 7

• If there is no message, use Function VIEW LINKED WORK ITEMS to check that the claimant appears on the ‘Applicant Failed Payment’ Work List or ‘Household RLS’ Work List

Then

• Use Function MAINTAIN WORKLIST and select the ‘Suspended Payments’ Work List
   
• Click on the work item you were working on to highlight it
   
• Click on the [Delete] button
   
• Go to step 7

• Function VIEW HOUSEHOLD NOTES to check for the following message that will indicate the Applicant Failed Payment Team (AFP) have taken action on the case

‘PA04 AFP worklist entry: Cancelled payment due date (DD/MM/YY). No reply to TC652. Pyt suspended. Deleted from worklist’

Or

• Function VIEW LINKED WORK ITEMS to see if the same claimant appears on the following Work Lists

• The ‘Applicant Failed Payment’ Work List

And

• The ‘Applicant Account Modified’ Work List

Then

• Use Function MAINTAIN WORKLIST and select the ‘Suspended Payments’ Work List
   
• Click on the work item you were working on to highlight it
   
• Click on the [Delete] button

Note: Auto BACS Invalid Bank Details is set automatically by the computer when there is a problem that prevents issue of the payment to the Bankers Automated Clearing Service (BACS). Invalid Bank Details are set by a person when the claimant cannot provide correct bank details at the point of contact

• Go to step 7

Use Function VIEW HOUSEHOLD NOTES to check for a message that indicates why payment has been suspended

• If there is a message referring to The European Economic Area (EEA) Team (formerly known as the International Claims Processing Section (ICPS)). The message should state

‘Cross Border – Family Supplement Case. European Economic Area Team MU'

• Do not remove the suspension
   
• Use Function MAINTAIN WORKLIST to transfer the work list item to the European Economic Area Team's (formerly known as the Complex Case Team) MU .See the MU Table for the correct MU number

Note: These claims relate to Crown Servants posted overseas and claims involving residency or employment in another member state of the European Economic Area where the other member state (OMS) is competent or a complex case. For a complex case the message will mention polygamous or polyandrous marriage or more than 18 children
 

Then

• Go to step 7

Then

• Use Function MAINTAIN WORKLIST and select the ‘Suspended Payments’ Work List
   
• Click on the work item you were working on to highlight it
   
• Click on the [Delete] button
   
• Go to step 7

• If the suspension reason ‘Manual Payment Request’ has been removed, enter the reason. For example, there was no Note to indicate why the suspension reason was set
   
• If the household has ceased, enter the following

  ‘TCMZ Household has ceased so payment suspension not removed’

  Notes:

  You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

  And also

  Follow the guidance in Maintain Household Notes

  Then

• Update the spreadsheet to state that the case has been actioned