Restoration of Carer Payment (CP) 009-04150040

Check:

• Service Reason Summary (SRS) screen for reason for cancellation or suspension
• Document List (DL) screen. Read the DOC for details needed from carer. In some cases, it may not be appropriate to restore at the first point of contact. See Cancellation, suspension and rejection codes for Carer Payment (CP) to determine if restoration can only be actioned by the Carer Processing Team. If restoration can only be actioned by a Carer Processing Team, go to Step 5

If CP is:

• suspended, go to Step 2
• cancelled, go to Step 3

Some suspension reasons allow the carer to be suspended for an extended period, up to 2 years, and can be restored with a gap in payment.

If CP was cancelled or suspended for being absent overseas in excess of the allowable portability period (for example, cancellation or suspension reason of O6W), see:

• Return to Australia procedures for service centre and Smart Centre staff for pension payments, or
• Return to Australia procedures for Centrelink International Services (CIS) staff

If CP is suspended for reason:

• EPP (extended partner employment suspension period), see Table 3
• OHH (Over 100 Hours), RBX (Respite Bank Exceeded), HBX (Hospital Bank Exceeded), or IPE (Income Precludes Entitlement), see Table 5

Has the carer been suspended for a reason other than EPP, OHH, RBX, HBX, or IPE and they have contacted more than 13 weeks from the date they were notified of suspension?

• Yes, the carer must re-claim. Procedure ends here
• No, go to Step 4

A carer may be eligible for the extended suspension period for up to 26 weeks if:

• CP was cancelled for a reason other than OHH, RBX, HBX, or IPE, and
• the customer asked to be restored as they were:
• working more than 100 hours in a 4 week period,
• earning too much income,
• temporarily absent from care, or
• the care receiver was in hospital, and
• carer has now reduced their work, income, or are providing care again

If there is a Manual Follow up action (MFU) 'check possible eligibility for extended SUS period' due to:

• hospitalisation (HBE) and/or respite (RBE) absences:
• CP may be able to be restored if they met the criteria for a suspension of HBX or RBX at the time of the cancellation. See Temporary Cessation of Care (respite) provisions for Carer Payment (CP) and Carer Allowance (CA). Procedure ends here
• the carer’s earnings precluding payment for 12 fortnights (12F):
• CP may be able to be restored if they met the criteria for IPE at the time of the cancellation. See Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA). Procedure ends here
• the carer’s self-employment earnings (INC) precluding payment:
• CP may be able to be restored if they met the criteria for IPE at the time of the cancellation. See Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA). Procedure ends here

If CP was cancelled:

• due to hospitalisation (HBE) and/or respite (RBE) absences and they did not meet the suspension criteria for HBX or RBX:
• carer must re-claim once the care receiver returns to their care. Note: if the cancellation was due to a hospitalisation and/or respite overseas absence, the carer still needs to reclaim the payment once the care receiver returns to their care. See Return to Australia procedures for service centre and Smart Centre staff for pension payments. Procedure ends here
• due to the carer’s or their partner's earnings precluding payment for 12 fortnights, and they did not meet the criteria for a suspension for IPE:
• the payment cannot be restored unless there has been an error in recording the earnings
• the carer must reclaim once their or their partner's earnings reduce
• for failing to submit their CP Child to Adult Transfer (CTAT), or CTAT assessment completed and carer was not eligible to transfer. See Carer Payment (CP) and/or Carer Allowance (CA) Child to Adult Transfer (CTAT). Procedure ends here

If CP was cancelled or suspended for being absent overseas in excess of the allowable portability period (for example, cancellation or suspension reason of O6W), see:

• Return to Australia procedures for service centre and Smart Centre staff for pension payments, or
• Return to Australia procedures for Centrelink International Services (CIS) staff

Procedure ends here.

If CP.(XWP) has been cancelled and an MFU or work item is produced or for more information about CP.(XWP) eligibility, see Transfer from Wife Pension (WP) to Carer Payment (CP).

Sometimes, CP is suspended for a period before cancellation. Check the carer’s record and if this has occurred, the earlier date is used, as it is the total length of the cancellation and suspension.

Check if CP can be restored

Check the carer's record to determine if CP has been cancelled for more or less than 13 weeks. Check pension status details, reason for cancellation or suspension, and date of effect on:

• Pensions Status History (PNSH) screen
• Event Summary (ES) screen
• Activity History List (HAL and HAY) screens

Has the carer contacted more than 13 weeks from the date they were notified of cancellation or suspension?

• Yes, the carer must re-claim. Procedure ends here
• No, go to Step 4

Was CP cancelled or suspended for the non-return of a Medical Report, Care Needs Assessment (CNA), CP Review or qualifying score not met after review completed?

• Yes, go to Step 5
• No:
• go to Step 6
• go to Step 8

Has the carer lodged the review forms?

• Yes, and is not in receipt of CP pending review being processed. For example, CP is suspended FRC or review was earlier processed and failed qualification
• Use Fast Note - Select Auto text, use Carers > Update > CP Update - Action Required
• Select Confirm
• Complete all fields
• Procedure ends here
• No, tell them:
• to lodge the form(s) as soon as possible
• if the review forms are lodged within 13 weeks of being told about the cancellation, payment may be able to be restored
• their review and appeal rights
• procedure ends here

Can the cancelled or suspended payment be restored in the Smart Centre?
Note: refer Carer Service Updates to Processing Services.

• Yes, go to Step 8
• No, go to Step 7

Tell the carer of any more details required for restoration and that the payment cannot be restored until the details have been received/verified.

Clearly DOC the record outlining the conversation with the carer. List any documents still outstanding and if any more information has been requested from the carer. Procedure ends here.

Check carer is still eligible for:

• CP for care receivers aged under 16, or
• CP for care receivers aged 16 or over

Determine date of recommencement. Some cancellation and suspension codes allow a gap in entitlement. If not, restoration will take place from date paid to (DPT) + 1.

If cancellation or suspension is for the reason Whereabouts unknown (WUK) and the carer's address is unchanged, they must provide evidence they still live at the recorded address. This must be done before the CP can be restored (if mail is returned from an address the carer advises is correct, further mail sent to the same address is also likely to be returned).

Check to see if the carer had any payment deductions before the suspension/cancellation of CP. For example, Centrepay, Rent Deduction Scheme, Child Support or Tax. Deductions may need to be manually restored if restoring CP.

If CP was cancelled due to the carer being imprisoned, before restoring CP:

• confirm prison admission and release dates
• check Eligibility for Crisis Payment (CrP) for released prisoners
• if the carer being released is partnered, update the Marital Status (MS) screen to reflect partnered status correct at date of release

If the carer's Family Tax Benefit (FTB) is cancelled due to the CP cancelled or suspended, restore FTB first where Rent Assistance (RA) is paid with the FTB.

If the carer has been cancelled/suspended for more than 13 weeks, the carer will be required to reclaim.

Does the carer need to provide documents to confirm information they have provided, or because the situation they describe requires further investigation?

• Yes, go to Step 9
• No, go to Step 10

Tell the carer of any action required for restoration and that CP cannot be restored until all information has been received/verified.

Record details on a DOC, including any advice given to the carer. Code a 14 day review to make sure the information is supplied.

Procedure ends here.

If CP was cancelled with any of the following reason codes, see Table 2 > Step 2:

• CAR - Not in constant care
• CAS - Care receiver assets too high
• CID - Care receiver not provided POI
• CIH - Care receiver income too high
• FRP - Failed to report
• HBE - Care receiver hospital bank exceeded
• IAU - Care receiver Income and Assets unknown
• IMP - Customer in Prison
• INS - Care receiver in institution 14 weeks/7 paydays
• NPT - Ptr failed to advise TFN
• PDD - No payment destination details
• POI - Proof of identity not provided
• RBE - Care receiver respite bank exceeded
• RDC - Returned direct credit payment
• WUK - Whereabouts unknown

If CP was cancelled with any of the following reason codes, see Table 2 > Step 5:

• 25H - Carer working more than 25 hours (can only be restored for cancellations where the cancellation date of effect is a future date)
• CLR - Withdrawn/Voluntary surrender
• FAI - Fail to attend interview
• FRC - Fail to reply to correspondence
• INM - Failed to contact after auto Income Management
• OTH - Other (GRF)
• PER - FTR entitlement review

If CP was suspended, see Table 2 >Step 7.

Has the carer’s CP been cancelled as they no longer meet the qualifying score and they have provided a new medical report and/or carer questionnaire?

• Yes, go to Step 4
• No, go to Step 2

Run the Carer Restoration workflow. See Carer Restoration workflow for Carer Payment (CP) and/or Carer Allowance (CA).

Is the workflow available?

• Yes, procedure ends here
• No, code manually. Go to Step 5

If the carer is under income management (INM on benefit status line) and they have an arrears or lump sum payment entitlement, do not make any changes to the carer's record so this payment can be made. Contact the Income Management Payment and Contact Team (IMPACT) so income management can be turned on for the arrears payment before it is made.

Code the BA screen:

• Effect Date: the effect date will default or key the effect date of the restoration in the Event Date field
• If the carer is income managed under the Voluntary Income Management measure, and the agreement was in place for more than 13 weeks, the Voluntary Income Management (VIM) Continuation Assessment page displays. The purpose of this screen is to record whether the carer wishes to continue or terminate their VIM agreement. See Effect on Income Management when payment is suspended, on zero rate, cancelled, or an Unemployment Non-Payment Period applied
• record details on a DOC including action taken and advice given to the carer, and any changes in circumstances that have been recorded
• go to the Assessment Results (AR) screen

Has CP restored correctly?

• Yes, go to Step 8
• No, go to Step 5

Record the medical report and/or carer questionnaire as outlined in:

• Coding the Adult Disability Assessment Tool (ADAT), or
• Calculating the total Disability Care Load Assessment Determination (DCLAD) (2020) score

Does the carer meet the qualifying score for restoration of CP?

• Yes, go to Step 3
• No, the carer must be contacted:
• issue a manual letter. Use Q999 text
• the original date of cancellation is the original date of decision
• the reason for the cancellation (CAN/MRN) remains unchanged
• DOC the carer's record. Note: if the carer does not understand or does not agree with the cancellation decision, they can request an explanation or apply for a formal review of the decision
• procedure ends here

If the carer receives:

• CP and CA, restore CA before restoring CP (except where payment was cancelled CID). See Restoration of Carer Allowance (CA)
• CA (auto), restore CP first as this will allow concurrent restoration of CA

Delete the end-dated link

To delete the page with the end-date link:

• In Customer First, go to the Link Summary (LS) screen in the carer record
• in the Display all field, key 'Y' or the page with the end-dated link will not display
• 'S'elect the CRP link relevant to the care receiver the CP is to be restored for. When Enter is pressed, the information will be in page format:
• Move through the available pages until the screen displaying a locked start date with an editable end date is presented. This is often, but not always, page 1
• Complete Source and DOR fields
• go to the Action field and key 'D' for delete, press Enter
• key 'Y' in the Confirm Delete field, press Enter
• go to Step 6

Sometimes CP will not restore, despite deleting the end-dated page correctly. A CP link refresh is needed in these cases. On the care receiver's record:

• go to the CRP Benefit Action (CRPBA) screen
• in the Svc Rsn field, 'CRP' will default
• in the Action field, key 'RSH'
• press [Enter] and the effect date will default or enter the effect date of the restoration in the Event Date field
• complete Source and DOR fields
• the activity must be completed before the restoration can occur

Go to the BA screen in the carer's record and repeat restoration coding:

• in the Svc Rsn field, key 'CAR'
• in the Action field, key 'RES'
• press Enter. The effect date will default or enter the effect date of the restoration in the Event Date field
• complete Source and DOR fields
• go to the AR screen

Check if carer is entitled to any arrears, that they appear correctly on the Assessment Results (AR) screen and finalise the activity.

CP will be restored and a letter will generate advising the carer of the outcome. Create a DOC.

• Check if the carer had any payment deductions before the suspension/cancellation of CP. For example, Centrepay, Rent Deduction Scheme, Child Support or Tax. Deductions may need to be manually restored if restoring CP
• Check if CA needs to be restored
• If customer was in receipt of Pension Education Supplement (PES) and has been cancelled CQP (qualifying payment is not current), check if PES needs to be restored. See Restoration of Pensioner Education Supplement (PES) and ABSTUDY PES

Note: CP has been restored and the customer is partnered, check partner's record. If partner's payment has been suspended because of the CP cancellation, check partner's payment (and any payment deduction/s) is restored, where appropriate.

When assessing the request for restoration if the Service Officer determines more details are required before payment can be restored, and it cannot be provided verbally, request information using  Request Documents.

Explain to the customer, CP  cannot be restored  until the requested information is provided. Encourage the customer to upload the relevant evidence as soon as they have it.

Confirm the care receiver/s the carer was receiving CP for before entering the EPP period:

• Go to SCRR screen
• Care receiver/s will be listed

Is the carer still providing constant care to the listed care receiver?

• Yes, go to Step 3
• No, and the:
• carer advises they are no longer providing care for any other reason. They are not qualified for CP. See Cancellation and suspension of Carer Payment (CP) and/or Carer Allowance (CA). Procedure ends here
• care receiver has entered an institution more than 14 weeks before. Make sure this has been coded, see Care receiver permanently enters or temporarily/permanently leaves an institution. Procedure ends here
• care receiver has died more than 14 weeks before. Make sure the death has been coded, see Centrelink - Notification, confirming and recording a death. Procedure ends here
• care receiver has died or permanently entered an institution less than 14 weeks before, go to Step 3

Confirm if another carer is receiving CP for the care receiver before proceeding.

• Go to CRS screen in the carers record and get the care receivers CRN
• Go to the care receiver’s record
• Go to the CRS screen
• Select self
• Go to the CRCI screen
• The current carer/s will be displayed

Is another carer receiving CP for the care receiver?

• Yes. Investigate if the carer is still qualified for payment. See Carer Payment (CP) for 2 or more carers in respect of the same care receiver to determine if the carer is still qualified
• If the carer is not qualified, procedure ends here
• If the carer is still qualified, go to Step 4
• No, go to Step 4

Is the carer (or their partner) expecting to be paid any more employment income? This includes where the carer and/or their partner has finished work, but has not received their final pay yet.

• Yes, discuss how much they expect to be paid and whether this may preclude the carer from payment. If the carer still wishes to request a restoration, advise them that they will be placed on reporting, and when they will need to their reporting dates. Go to Step 5
• No, go to Step 5

Has the carer’s relationship status changed since their payment became suspended?

• Yes, and the carer is now:
• Partnered, see Change in relationship status from single to partnered
• Single, see Change in relationship status from partnered to single
  Once required verification has been received and updated, go to Step 6
• Widowed, make sure the partner’s death has been recorded. See Centrelink - Notification, confirming and recording a death, then go to Step 6
• No, go to Step 6

Does the carer or their partner needs to update their address, accommodation details or contact information?

• Yes, update the address, accommodation and contact information. See Change of address for Carer Payment (CP) and Carer Allowance (CA). Go to Step 7
• No, go to Step 7

Does the carer (or their partner) need to update their income and asset details?

• Yes, update the income and asset details. Make any updates to the carer’s income and assets as required. See Coding income and assets for Centrelink payments and services. See Table 4 >Step 1
• No, see Table 4 > Step 1

The effect date for all restorations of payments suspended EPP is the day the customer requested the restoration.

Go to the BA screen to restore CP

• Make sure the Effect Date field is updated to the day the customer requested the restoration
• If also restoring the partner's Age Pension, code the BA screen on the partner’s record in the same activity
• If the partner’s DSP is suspended or cancelled (deemed suspended) for a RTW reason, DSP/RTW cannot be restored using the BA screen. This will need to be coded in a separate activity. See Restoration of Disability Support Pension (DSP) after assessing the restoration of CP
• Go to the AR screen

If the AR screen shows CP is:

• restored correctly, go to Step 6
• is cancelled due to income or assets exceeding the threshold (CAN-INC or CAN-ASS) go to Step 3
• cancelled or suspended for any other reason other than income and assets investigate the cancellation, go to Step 4

Check with the carer that the income and assets details on their record are correct. Make any changes as required, see Coding income and assets for Centrelink payments and services

Go back to the AR screen to check the result.

If the outcome on the AR screen is:

• Still CAN-INC or CAN-ASS go to Step 5
• CP is now showing cancellation or suspension for another reason other than CAN-INC or CAN-ASS, go to Step 4
• CP is restored correctly, go to Step 6

Determine the reason for suspension or cancellation. See Cancellation, suspension and rejection codes for Carer Payment (CP).

Determine if the cancellation or suspension is correct.

• If the suspension or cancellation reason is correct, go to Step 5
• If the suspension or cancellation reason is not correct, take corrective action and check the AR screen
• If CP is now restored correctly, go to Step 6
• If CP is still showing a cancellation or suspension reason other than CAN-INC or CAN-ASS, go to Step 5

If the carer’s circumstances result in their payment not being restorable and payable, the carer is entitled to remain in the extended employment suspension period until the maximum period of 2 years is reached.

All updates to the carer and/or their partner’s record for income, relationship status, address, accommodation, contact information and any other updates need to be finalised.

• Before finalising the activity return to the Benefit Action (BA) screen and remove the restoration coding. If restoration details were also coded on the partner’s record, also remove these
• Finalise the other updates to the carer and/or their partner’s record
• DOC the request for restoration on the carer (and partner if applicable) including the reason why the carer is not eligible at this time. Also include any other updates made to the carer and/or partner records
• Advise the carer that if their or their partner’s circumstances change during the remainder of the 2 year suspension period they can request a restoration again
• Go to Step 7

• Finalise the activity on the Assessment Results (AR) screen
• DOC the restoration on the carer’s record (and partner if applicable) detailing the restoration, including any other updates that have been made to the records

If needed update the following:

• If the carer (and their partner if applicable) was restored and will continue to receive employment income, place the carer and/or partner on reporting. This includes if they have finished work, but have not received their final pay. See Reporting overview
• If the care receiver has died in the 14 weeks before the restoration request, make sure the death has been coded. See Centrelink - Notification, confirming and recording a death
• If the care receiver has permanently entered an institution in the 14 weeks before the restoration request, make sure this has been coded. See Care receiver permanently enters or temporarily/permanently leaves an institution

The customer is required to contact the agency either by phone or in person before their Carer Payment can be restored after being suspended for the reasons:

• OHH (Over 100 Hours)
• RBX (Respite Bank Exceeded)
• HBX (Hospital Bank Exceeded), or
• IPE (Income Precludes Entitlement)

Note: Service Officers must not to run FCSO or ACC for a new claim, if the customer is entitled to be restored.

Is the customer’s payment suspended with one of the above reasons?

• Yes, go to Step 2
• No, it is:
• a cancellation with the same reason. The customer’s payment has cancelled, as their suspension period has ended. The customer is required to reclaim. Procedure ends here
• suspended for a different reason, see Table 1

Before restoring CP, the following must be considered:

• has the customer reduced their income, work hours, or returned to providing constant care?
• is the customer still providing constant care?
• does the customer meet all other eligibility requirements for Carer Payment?

Note: access appropriate Technical Support for help assessing the customer’s eligibility for restoration, or assistance in actioning the restoration activity.

Carers do not need to provide forms or evidence to support their request for restoration. However, once restored, they will revert to the standard carer payment eligibility processes, which may include reviews of their payment.

Are all the above requirements met?

• Yes, go to Step 3
• No, CP cannot be restored. Advise the customer to recontact within the 6 month suspension period if their circumstances change and they meet the above eligibility. Alternatively, consider if payment should be cancelled. See Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA)

• Navigate to the BA screen and key the following details:
• Benefit Type Code: CAR
• Benefit Action: RES (Restore)
• Date of Effect: Date of customer contact

Note: The customer will only be eligible for restoration from the date they contact the agency if it is determined they are eligible for restoration. Restorations should not be backdated to when the customer was suspended

• Check any warnings or error messages and action as appropriate.
• Check the Payment Summary (PS) screen to make sure correct payments will recommence.
• Finalise the activity

• Record the decision. Use Fast Note - Select Auto text, use Generic > SUS/CAN/RES > RESTORE (Payment type) DOV
• Document all actions taken on the record including any updates
• Finalise the Fast Note