IS Case Claims - What causes an IS case claim to become rejected

This article will assist you with understanding why an IS case claim becomes rejected by DESE.

Overview

IS cases claims have different statuses within the program:

1. Submitted - IS Case Claim has been successfully submitted, pending on being processed
2. Processed - Successfully submitted and processed (payment has been received)

An IS claim will return a ‘Rejected’ status if:

1. There are not enough hours remaining on the IS Case to pay the claim. This will occur where:

• A claim has already been submitted for the same week-end date and there are not enough hours remaining for that week-end date to pay additional claims
• or - the IS Case does not have enough remaining approval balance for the payment type claimed.

2. Across all child enrolments submitted on the claim, there are no CCSS attendance sessions for the claimed week-ending date that either:

• Overlap with any days submitted for the Additional Educators on the claim (applicable for Faceto-Face claims where a additional educators are provided), or
• The 'Carer Id' submitted on the attendance sessions do not match an approved educator on the IS Case (applicable for Face-to-Face claims submitted by home based care services).

How do you fix this error?

If your claim has become rejected and you would like to follow this up, you will need to use the Inclusion Support contact form for help with:

• Child Care Subsidy System (CCSS) credentials - user name and password request. (CCSS superseded Child Care Management Software in December 2019)

• Rejected claim for payment

• Issues with CCSS username and/or password

Updated on: 21/09/2025