The Department has improved its enforcement of maintenance on Collect & Pay arrangements, but many parents receive less than they are entitled to. Compliance rates on Collect & Pay have risen from under one-third (31%) of paying parents contributing more than 90% of ongoing maintenance due in the quarter ending March 2016 to around half (49%) in the quarter ending September 2021. The Department has also sped up some of its internal processes designed to enforce compliance. Despite this, many parents still receive less than they are entitled to. The Department does not record how long it takes customers to complete all the stages of its collection and enforcement processes and, for some 45 Q59; C&AG’s Report, paras 19–20 46 Qq 63 and 64; C&AG’s Report, para 2.12 47 Q 61 48 Qq 60 - 62; C&AG’s Report, paras 2.12–2.13 49 Qq 59, 62 Child Maintenance 19 receiving parents, it can take years for the Department to successfully enforce payments. As at September 2021, 7% (11,500) of paying parents with an ongoing arrangement had not paid any maintenance in more than 12 months whilst on Collect & Pay.50