Statement Troubleshooting

Child Absences

Allowable Absences with CCS

If a child has a booking on the Master Roll where they have been marked as absence, this column will be popoulated with a 'Y'. If any dates have been incorrectly marked as absence, you will need to update the Master Roll and resubmit the sessions in order to correct this error. You can learn more about CCS submissions here: https://support.myxplor.com/s/article/CCS-Submissions

CCS Payments

Who received the subsidy?

This section of the statement will tell you if the CCS payment has been received by the primary carer or by the service:

• If paid to the service, the amount will be treated as a payment on the account lowering the gap fee for the primary carer.
• If paid to the primary carer, the amount will be treated as owing on the account and the gap fee will appear as the full fee to be paid to the service.

Bonds

Does your service use bonds?

If your service is not using bonds, this section will not be populated on the statement accounts. If your servicedoes use bonds, this section of the statement will show a record of bond payments and/or returns for all children attached to the account. These amounts will not be included in the transaction list.

Estimates vs Payments

Has the amount been paid or is it expected?

Depending on your service's billing window, you may or not see estimates appear on your statements:

• If you charge for current week or in advance, daily estimates will appear on your statement so that families can be charged for the expected CCS payments. These may differ from the actual amounts as CCS is paid in arrears.
• If you charge in arrears, you will not see estimates as your families will be charged for their attended sessions of care and CCS will have been paid in arrears based on the child's attendance.

Sign In/Out Times

Check every attendance

This section details every attendance on a child level on the account. If an attendance is missing a sign out time or if there are any overlaps, including AM/PM times when attending multiple sessions in a day, it may not be eligible for CCS payment. To rectify this, adjust the sign in/out times on the Master Roll, resubmit the sessions and await CCS payment.

Statement Period

Related to your Billing Window

The statement period details what date range you are currenlty viewing the transactions and charges for on the account. By default, statements will generate from the beginning of the child's care to the end of your current billing window.

• You can change these dates before sending a statement to a family
• You cannot generate a statement for future dates outside of your billing window.

Transaction Type

Is this a payment or a charge?

The Transaction section of the statement lists all charges and payments or the account for the date range that the statement has been generated for.

• CCS payments, scheduled payments, PayNow payments, rejected payments, financial adjustments, balance adjustments, discounts, promo codes and booking fees will all appear on the transaction section of the statement.
• When troubleshooting a statement, ensure you pay attention to the column, is the amount being added to or removed from the amount owing?
• Charges and payments are differentiated by colour to make it easier to seperate the two visually

Statement Date

When was this document generated?

To ensure that you and the family are looking at the most up-to-date, accurate information regarding the account, ensure that you check the date that the statement was generated. If the dates do not match:

• consider sending the family a more recent copy of the statement via email

• encourage the family to view their statement on the Home App/Web so they are seeing the same information that you are

Direct Debit Details

When is the next expected payment?

Depending on your service's preference, families may have individual payment preferences or you may bill all families at the same frequency/on the same day. Check with the family:

• when their next payment is scheduled for
• if the amount is what they expected or more/less

• the status of the payment
• if there were any transaction fees included

Discounts & Promos

Have these been applied correctly?

If your service has any active discounts on a child's sessions or if a family has applied a promo codes when booking a session/s, these will appear on the statement. They can be set up as a $ or % amount but will always appear as a $ amount on the statement:

• If charging for current week or in advance, these will be applied to the expected gap fee and will not adjust if the CCS payments differ
• If charging in arrears, these will be applied the gap fee based on actual CCS amounts paid

CCS Payments

Has CCS been paid correctly and when?

If a family is set up correctly to receive CCS payments, these will appear on a weekly basis in the Transactions section of their statement.CCS payments appear on the statement as a weekly lump sum on a per child basis. You will need to refer to the CCS Summary section of the statement to see a sessional breakdown.

• If you charge for current week or in advance, CCS payments will only appear for weeks in arrears, with daily estimates appearing for future dates.
• If you charge in arrears, CCS payments will appear for each week that CCS was submitted and paid to the service.
• If a week is missing, this indicates that CCS has not been paid for said week and futher investigation is required.
• If multiple line items appear, this may indiacte that CCS has been paid and then removed from the account and futher investigation is required.

Scheduled Payments

Has a successful direct debit occured?

If your service is using Direct Debit as a payment option for your families, this section of the statement will detail all historical payments, successful or not, as well as upcoming, scheduled payments

• Credit card payments will settle immediately on the payment day/time, bank accounts will take 2-3 business days to settle
• Credit cards and bank accounts have different transaction fees/percentages
• Successful payments will return a 'completed' status, rejected payments will display a 'rejected' status, payments which have not settled will display a 'pending' status.
• Transaction fees, including rejected payment penalty fees, will be visible under the transaction fee column but will not be included on the main transaction list.

Withdrawn Sessions

Sessions removed from CCS

If the service has submitted and since withdrawn session from CCS submission, they will appear here as a record highlighted in purple.

• If no sessions have been resubmitted, no payment can be expected to the parent or the service
• If sessions have been resubmitted and payment has been made, check if payment has been made to the family or to the service
• If sessions have been resubmitted and no payment has been made, further troubleshooting may be required.

Child Absences

Allowable Absences with CCS

This section of the statement will show how many absences each child has taken across the past financial year. This includes absences that they may have taken whilst not attending your service. When a child has surpassed 42 absences without evidence, the family will be charged full fee for these sessions and will no longer be eligible to claim CCS for them

You can learn more about allowable absences here: https://www.education.gov.au/early-childhood/child-care-subsidy/absences

CCS Dates

Submissions & Payments

This section of the account statement detail what information has been submitted to CCS:

• If a week is missing, check that the CCS enrolment was active for said week and that submissions went through.
• If a week is displayed, it means the information was submitted to CCS. Check if payment has been received, if entitlements have changed and if the gap fee is correct.

Balance Owing

Outstanding Amount on the Account

The Balancing Owing amount on the statement will detail the current amount owing for the current billing window. It will not take into account:

• any direct debits limits
• any fixed amounts
• any paused payments
• any unpaid CCS estimates

Additional Child Care Subsidy

Is the family entitled to additional subsidies?

If the child or family is eligible for additional subsidies, either through the family's application via Centrelink or through a certificate or determination submitted by the service, the amount subsidised will appear here:

• ACCS will only be paid for the amount of hours that the child is entitled to. If they attend more hours, these will be charged as full fee.
• If a certificate or determination has lapsed, payment cannot be made until a new application is submitted and approved.

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CCS Percentage

What percentage of the fee is covered by CCS?

The child's CCS entitlements will determine the percentage amount that they are eligible to be subsidised by CCS:

• If this coloumn is not populated or appears as 0, the primary carer does not have a CCS percentage entitlement so no payment will be made and they will need to reach out to Centrelink for more information.
• If this column is populated, it will let you and the primary carer know what percentage of their fee will be subsidised by CCS.

Subsidised Hours

How many hours of care are covered by CCS?

The child's CCS entitlements will determine how many hours of care they are eligible to subsidise over a fortnight:

• If they have reached or stayed below their entitled hours, the hours charged and subsidised hours columns will be the same and all care will be subsidised by CCS.
• If they go over their entitled hours, there will be a discrepancy between the hours charged and subsidised hours columns and hours over their entitlement will be charged as full fee.