Fixing a Disputed Enrolment

• You notice that the parent isn't receiving any CCS payments in their Family Account
• You check the enrolment status and find that it is 'Disputed'

The most common reasons for parents to dispute an enrolment are either the cost/fees, the days submitted, or the effective from (start) date. It is essential to ask the parents the reason why they disputed the enrolment in order to correct the information effectively. 

1. Call the parent and find out why they disputed the enrolment
2. Update or correct the disputed information
3. Go to the CCS tab in the child's profile
4. Check the Effective From date (use the CCS Enrolment Status quick link to see what this was originally)
5. Enter the Late Reason as 'Fixing Disputed Enrolment'
6. Click Update Enrolment to CCS
7. Ask the parent to confirm the enrolment in their MyGov account so they can start receiving CCS

Reason: 

• When you submit the enrolment, you need to enter an 'effective from' date that is either the current or past date. Parents often think this means the child was meant to start on this date and dispute the enrolment.

Solution:

• The simplest solution is to explain to the parents that this is the 'effective' date of the agreement and is not the same as the child's first day, then follow the steps above to update the enrolment.

Reason:

• If the wrong days were originally selected, you may have entered a new booking pattern to start on the child's first day. This new pattern won't get picked up when submitting or updating the enrolment to CCS until it has started.

Solution:

• Edit the pattern to start from the current date, then update the enrolment. The new booking pattern still won't start until the child is active in OWNA.

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