Parent Statements: Investigating Accounts

At the support desk we receive a lot of administrators asking about parent statements.

A large portion of these questions can be solved without requiring phone support. It would help us greatly if the below steps could be completed before administrators give us a call. 

We understand that a lot of administrators are short on time having extremely busy roles at centres but even if they could get into the habit of running through this checklist; it would be a great help for us at the support desk, as well as a great way to start understanding parent statements more deeply.

At the support desk, we have no extra applications that help us to figure out your families account statements. These are the steps we run through in order to help admin with their accounts. 


Checklist: A quick guide

Checking CCS payments?

  • Do not use the 'CCS statement of entitlement' to verify CCS payments.
  • Use the transactions section or the CCS payments report - look for Weekly CCS subsidy paid at the start of each attendance weeks - look for unexpectedly low amounts that do not match other weeks for the same attendances
  • If you think one week is too low, check submissions and government enrolment

Sudden account debt increase?

  • Check for low CCS subsidy payments for past weeks since July 2nd
  • Check the scheduled payments for past weeks, rejected payments and fixed amounts can cause unpaid debt on accounts
  • Check that the CCS estimates are showing for future attendances

 Scheduled payment too high or too low?

  • Check the amount due column in the scheduled payment screen
  • Check the status of the payment column to see if adjustments have been made by the administrator which have changed the amount charged to the family
  • Check for rejected scheduled payments for past week


Checklist: A detailed guide


1. Do not use the CCS statement of entitlement to verify if CCS has been paid.

The information on this part of the statement is only a guideline provided by the government BEFORE final subsidy payments are made to the account.

This information can be incorrect as it is not updated by the government and should not be used as evidence of an account being paid or unpaid CCS subsidy for an attendance week.

Please use the parent transaction part of the statement for accurate subsidy information, which begins at Page 1 of the printable parent statement.

Alternatively, you can use the CCS payments report under Reports > CCS Reports > Service-Level CCS > Select "CCS payments" report.


2. Check Weekly CCS Payments

Firstly, an important step is to check that the account in question has been paid their eligible CCS subsidy at the start of each attendance week.

This means there should be an entry on the Monday of each week of attendance week that is titled "Weekly CCS subsidy" - obviously only for weeks that the family is entitled to subsidy.Screen_Shot_2018-10-29_at_11.38.59_am.png

You can add up the attendance fees minus the Weekly CCS subsidy paid to calculate what the gap fee should have been for that week.

A useful resource for this step is the CCS payments report which shows how much an account was paid each week in an excel spreadsheet, available under Reports > CCS Reports > Service-Level CCS > Select report "CCS payments".Screen_Shot_2018-10-30_at_9.45.50_am.png

Example Case:

A child attends three times a week at $100 per session fee = full fee for the week of $300.

If $50 CCS subsidy paid for the week MINUS $300 full fee means = $250 dollar gap fee that should have been paid for that week.

If the scheduled payment was a fixed amount of $50 the account still would have owed $200.

This means the account is OWING $200 and this debt will carry to a future week. This could potentially increase a future scheduled payment by $200 where you did not expect it. 


3. Check Daily CCS Estimates

If there is an entry that reads "Daily CCS estimate" this does not mean that the family has been paid, it is just an estimate the government provides for future attendances. It is a guide line. If these do not appear on the account for future weeks, it is possible that the scheduled payment or account will be showing higher than normal amounts on the statement.


4. Check CCS Submissions

If you believe a family has been underpaid due to a wrong submission or you want to check the submissions that have been put through - go to Child Care Subsidy > CCS Submissions tab or use these steps. The bookings in the submission must be the same as the attendances in the Master Roll, if they are incorrect, check the master roll > make adjustments > then run submissions for that week again. 


If the submissions are not working, please check that the enrolment is backdated to meet those attendance dates. Submissions will only run for the period the enrolment is for.



5. Check scheduled payments

If the submissions and subsidy are correct you may have to check scheduled payments. You can see scheduled payments on the statement but we recommend looking in the scheduled payment tab for detailed information.

Amount due versus deductible amount:

If you go to Financial > Scheduled Payments > Look at the "Amount due" column and go back through previous weeks. You will see how much the account was owing over time versus the "Deductible amount" (how much was taken out of the account each week).

Keep an eye out for discrepancies between the two columns as this may show you when the debt came onto the account.

Scheduled payment changes:

If you are questioning a scheduled payment amount, try clicking on the status i.e. literally click on "Completed" "Rejected" or "Submitted", as this will show you if the payment has been changed at all - E.g. if an admin had manually changed a payment amount (for example see the image below).



6. Fixed payment schedules:

Example case:


For instance, see the photo above, the "Amount Due" was $348.72 on the account but the payment taken out was only $50.00. This was due to a fixed limit being applied to the payment schedule of $50 (See payment schedule in Profiles > Children > Search child > Parent/Guardian Tab > View Parent Profile > Scheduled Payment Tab). This meant that the account had a debt that was not being captured by the scheduled payments. 

If the account has a fixed amount applied on the payment schedule usually the debt that has accrued over multiple weeks has not been captured by the payments. You may need to take a seperate one-time payment to cover the unpaid debt.




7. Scheduled payments charging full fees:

Please keep in mind that scheduled payments are created on a Sunday night and are based off the exact account balance at that time of scheduling. If the government has not yet sent us CCS estimates for the family at that time, the scheduled payment may charge the account full fees rather than the subsidised amount.

This is why we require admin to check the scheduled payments on a regular basis - to avoid families being overcharged. 

This is not the system 'malfunctioning' it is just the nature of how scheduled payments work. Unfortunately we have no control over when the government sends us information about parents CCS so this is something we just have to work with.