School of WooHoo - Chapter 10: Tricks of the Trade Activity 4

Welcome to Chapter 10: Tricks of the Trade - Activity 4 

After completing this chapter, you will be able to handle more in depth customer enquiries and scenarios. You will also be able to apply a working knowledge of Alpha and how our resources  solve any queries or issues that a customer may have.

If you get an answer incorrect, it will tell you the correct answer and on occasion, a further explanation. Please do not attempt the question again, just move on to the next question.

Use your resources such as Woogle wisely and ensure you fully read the question before answering.

Good luck!

Chapter 10: Tricks of the Trade

1. Peter contacts the office to see if his 2016 earnings have been updated. Using the below screenshots drag the correct number to each one in the order of the way that you would look up IRD to view his 2016 earnings

  • 1
  • 2
  • 3
  • 4

2. Based on the example below, how is this customer receiving WFFTC payments?

  • From IRD
  • From Work and Income

3 Indicate in the below example on what you need to click on to view Student Loan:

4.a. What do they mean? Choose the best explanation for each status

  • Authentication Awaiting Review
    We have received the customer’s photo ID and will be in touch within 1 business day.
  • Account Under Review
    The IRD is reviewing the file which has caused a delay. We are talking with IRD direct to release the refund ASAP.
  • Incorrect Income
    The customer has indicated that the total income is incorrect for the 2017 or prior tax year
  • Calling to IRD
    We are contacting the IRD to resolve an issue.
  • Ceased Never Authenticated
    The customer will need to reapply online as they last applied a while ago
  • Complete
    When all years have been completed OR there is no refund that we can find for the past five tax years.
  • Confirmation Pending
    We need the customer’s confirmation before we can proceed.
  • Delete
    We no longer have access to the customer’s file as the customer has previously instructed
  • Delinked
    We no longer have access to the customer’s file
  • ECCC
    The customers invoice has been passed to EC Credit Control – 0800324768. Refer these customers to contact ECCC to discuss the account.

4.b. What do they mean? Choose the best explanation for each status

  • FAM Payments
    The customer has received WFFTC payments and we need to manually check they have received their correct entitlement before submitting PTS
  • FAM Details Required
    We require the customer’s family information such as date of births, IRD numbers and partner information.
  • Interest, Dividends, MAD
    The customer has indicated they receive Interest, Dividends or Maori Authority Distribution Payments.
  • Invalid IRD
    The IRD number the customer has provided is incorrect.
  • IR3 Filed
    An IR3 has been filed for the customer and may take up to 12 weeks to be assessed by IRD.
  • IR3 Other
    The customer has indicated other income, such as Trusts/Estates, WWOOFing, untaxed income, rental, PIE, etc.
  • IR3 Rentals
    The customer has indicated they have a rental property
  • IR3 Questions
    If IRD have information where they believe the customer should file an IR3, you will need to ask the customer the IR3 questions.
  • IR3 to File
    We are about to complete the IR3 for the customer
  • IRD Query Contact Details
    We are in the progress of obtaining up to date contact details from the customer at IRD.

4.c. What do they mean? Choose the best explanation for each status

  • Missing Monthly Income
    There are gaps in the customer’s income and we need to know the reason before we can submit a PTS
  • Name does not Match
    The name does not match what IRD have on file
  • No PTS Required
    When all years have been completed OR there is no refund that we can find for the past five tax years.
  • Partner needs to File
    The customer’s refund has been declined as the customer’s partner needs to file a return due to WFFTC end of year square-up.
  • Pending Authentication
    We require photo identification such as Passport or Driver’s License and a completed Authentication form from the customer
  • PTS Sent
    The customer’s PTS has been submitted and, subject to IRD confirmation, should be paid to the customer in 3 business days.
  • Refund to Existing Debt
    The customer’s refund has been applied to existing debt such as Student Loan, Child Support or WFFTC.
  • IR3 Self Employed
    The customer has indicated they are self-employed
  • Traveller
    The customer has either arrived in NZ for the first time or been overseas for a period of time.
  • Withholding Tax
    When the customer has received withholding tax payments over $200 they will be required to file an IR3.