Changing the CCSS Claimant

Services may occasionally need to update the CCS Claimant linked to a family account due to one of the following reasons:

• Guardians have separated and will be paying accounts separately (Scenario 1)
• An alternate guardian is now the eligible CCS claimant with Centrelink (Scenario 2)

✅ Recommended Process

To avoid confusion or misalignment with Centrelink records, it is strongly recommended to always:

➡️ Create a NEW Family and Account when the CCS Claimant changes.

This ensures proper system linkage, prevents billing or subsidy issues, and maintains clear recordkeeping for both guardians and the service.

📝 Special Notes

• If transitioning from Guardian 1 to Guardian 2 due to permanent change or shared/split custody, you must create a NEW Family for the new Claimant.

Steps to change a claimant

1. Export the child's attendance information - from the changeover date
2. Withdraw relevant submitted Session Reports linked to the incorrect Claimant
3. Create a new account for the new Claimant Holder.
4. Manage the CCS enrolment if ceasing care on old account
5. Add bookings onto new Account linked to new Claimant
6. Add in attendance data onto new account
7. Submit CCS Enrolment linked to new Claimant
8. Payments - Transfer relevant Credits/Debits onto new account
9. Archive Account - Only archive the existing account if the currently linked Claimant is no longer continuing bookings. Archiving helps preserve historical data while keeping active accounts relevant.

Scenario 1 - Shared Custody

The child Archie is currently linked to Tamsin (Guardian 1), the Family is now going to be a shared custody Account with a rotating weekly booking pattern.

Tamsin will continue to pay for Monday, Tuesday & Wednesday

The new Account will be linked to Christopher (Guardian 2) and will have bookings for: Thursday & Friday

Step 1 - Attendance Information

Before making any changes, it is important to build a report that shows all the Attendance information for the child/ren that will need to be re-added.

Attendance information can be located on the Attendance report.

You can then filter out the dates and the child/ren that you require this information for.

Alternatively, this information can also be found within the current Families Attendances Tab.

1. Select the Bookings Tab
2. Select the Attendances tab
3. Select Incomplete, Pending & Complete statuses
4. Add in the From and To Dates to display the attendances from

5. Select Search
6. Select Bulk Action
7. Select Export to Excel

The report will display:

• Days & Dates of Attendance
• Enrolment Types
• Booking Type eg. Weekly, Fortnightly or Casual
• Sign in /out times and signees
• Absences

Step 2 - Withdraw Session reports

Within the current Family, under the Bookings Tab

1. Select the Session Reports tab
2. Select Incomplete, Complete, Submitted & Processed statuses
3. Add in the Session report Start and the Session report End date to display the sessions for
4. Select Search
5. Select all of the session reports to withdraw

6. Select Bulk Action
7. Select Withdraw from the drop-down menu

8. Select the withdrawal reason and the late withdrawal reason (if applicable)
9. Select Confirm withdraw

Step 3. Create a new account for the new Claimant Holder.

Creating a New Account for a New Claimant Holder

As we are unable to separate existing accounts, we recommend creating a new account by following the steps below:

Within the Manage Families screen, click the green plus (+) button located on the right-hand side of the screen.

1. Search for the guardian as an existing guardian and select their profile. This will automatically populate the guardian’s information.
2. If prompted with a yes/no question, please select Yes.

3. Search for the child as an existing child and select their profile. if prompted with a yes/no question, select Yes.
4. Click “Add Family” to create the new account.

Additional actions.

To add a second guardian to this new account:

• Search for the newly created family and open the Family Summary page.
• In the Guardian section, click the green plus (+) button.
• Follow the same steps as above to search and select the second guardian’s profile.
• If there are additional children to be added, repeat the same process in the Children section.

Step 4 - Manage the CCS enrolment if ceasing care on old account/Manage bookings on old account

Ending the CCSS enrolment linked to the incorrect CCS Claimant, is recommended to ensure no further bookings are created linked to this Enrolment ID.

Create a new booking for the current account for the changed days.

Within the Bookings Tab, click the green plus (+) button.

1. Select the new Start date
2. Select the Days, Room & Session for the change of booking
3. Select the Delete option (This will cease the current booking pattern and create the new booking)
4. Select Save

Step 5: Add bookings onto new Account linked to new Claimant

In the new family account, you will follow the steps below:

1. Click on the Bookings Tab at the top of the screen

2 Add the child’s bookings in via the green plus button (This will also create a CCS Enrolment linked to the new Claimant)

Step 6: Complete Attendance information

Utilising the prior Attendances report that was printed, you will need to add in the correct marking information to the new bookings, including:

• Sign in Times
• Sign out Times
• Absences
• Original Sign in/out/absence person

This can be managed via:

1. Select the Bookings Tab
2. Select the Attendances Tab

Step 7: Submit Enrolment for new claimant

1. Select the Child Profile
2. Select the Enrolments tab

This screen will display the CCS enrolment linked the prior CCS Claimant and the new CCS Enrolment linked to the new CCS Claimant.

Step 8 - Payments - Transfer relevant Credits/Debits onto new account

When deleting bookings off the previous claimant, it can result in their account being in a credit as the charges are removed from the account. If you wish to transfer this credit to the new claimant, you will need to do a balance transfer.

Within the Payments & Billings screen

1. Search for the previous claimants account.
2. Click on the three-dots next to the account
3. Select Add Charge or **Add Once-Off Payment ** from the drop-down men

Step 9 - Archive Account - Only applicable for Scenario 2 see below

Scenario 2 - Change of Claimant/ Incorrect Arrangement Type

In this scenario, the existing account will be archived as no further bookings will be connected.

Proceed with the above from Steps 1 - 3 & 5 - 8

For Step 4, you will end the CCS enrolment, this action will delete all the bookings connected to that enrolment ID.

1. Click on the child’s name at the top of the screen next to Bookings
2. Click on Enrolments
3. Click on the three dots and select edit
4. Add an end date on the enrolment
5. Select Other for the Arrangement end reason
6. Add in the reason eg. Change of CCS Claimant
7. Select Save & Send to CCSS. Please ensure that this end date is the date the bookings will be changing from.

Check to see if all bookings have been deleted. If they haven’t, please manually delete these.

Step 9 - Archive Account

Open the Manage Families Screen and search the family name of the account you are

going to archive

1. Click on the three dots on the right hand side of the screen
2. Select Archive

3. Choose tomorrow’s date in the ‘Remove bookings of the payment account from’ question
4. click on confirm archive.

Updated on: 16/07/2025