Answer
There have been situations where Centrelink have received incorrect pay information for employees, via STP Phase 2. This can result in claim payment amounts being paid incorrectly to employees.
The most common cause of these errors in missed STP reporting.
For example, imaging an employee paid weekly:
- STP is sent as usual for week 1.
- STP is not sent in week 2.
- STP is sent in week 3, for both weeks 2 & 3 (with the same week 3 processed dates).
- Centrelink now believe the employee was paid twice as much as normal in week 3.
Unfortunately, this can not be resolved through the software. Our customers have reported that only through manual communications with Centrelink and the sharing of payslips was the issue able to be resolved.
We've discussed this with the ATO also, and the ATO has advised:
"To avoid this scenario the employer should ensure they correctly report (ie do not miss reports).
The individual can correct their Services Australia prefill income reporting via the standard SA process. It is the expectation that an individual is reviewing the prefill to ensure it is accurate."