Some scenarios resulting in incorrect payments of Fuel Benefit

Update timeline

1. identified May 21, 2024, 11:25 AM UTC

   A fix is currently being prepared, and we are working to resolve the incorrect data and trigger a recalculation for customers by the end of today.

2. identified May 21, 2024, 04:11 PM UTC

   The issue causing incorrect payments of Fuel Benefit for a small subset of our customers was corrected in the previous software release. However, some incorrect data still required retrospective correction. A data fix has been created and will be applied to the affected customers. We are now working with these customers via our MHR Service Desk to apply a recalculation to the affected individuals following the implementation of the data fix.

3. identified May 22, 2024, 09:31 AM UTC

   As mentioned in the previous update, the software had already been corrected in the previous release. However, an issue in the data remained. To resolve this, a script to fix the data was created so it could be applied to the affected customers who have already been informed. The final customers affected by the issue are being updated now with support from both the Service Desk and Account Managers to help with re-triggering the calculations.

4. resolved May 22, 2024, 03:26 PM UTC

   This incident has been resolved.