Child Maintenance Service: Digital Technology
The question
To ask the Secretary of State for Work and Pensions, what steps the Child Maintenance Service is taking to rectify technical errors in its automated billing system that result in paying parents receiving multiple, conflicting requests for different payment amounts within a single billing cycle; and what compensation is available to parents who have overpaid or underpaid as a result of these errors.
Answered by Andrew Western
The Child Maintenance Service (CMS) has not identified any errors in our accounting system. For each case CMS maintain a full record of what is owed, what has been paid, and any balances outstanding. It ensures any over- or under-payments are fully reconciled.
The CMS acknowledges receiving multiple letters may be confusing for a parent. CMS is legally required to issue written confirmation of every maintenance calculation generated, meaning where multiple changes occur in quick succession or when there is a change which impacts a previous calculation a letter must be issued. Each letter is dated and will include an accurate record of the changes made and an updated calculation. In addition, customers can check the position of their case at any time through their online My Child Maintenance Case (MCMC).
CMS is taking steps to improve communications with parents, including retiring outdated letters and updating current letters, with a view to making them more user friendly.
Financial redress is not automatic but may be considered where there is evidence of maladministration that has caused financial loss or significant distress.
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