Not effective, rejection, or withdrawal of claim for Family Tax Benefit or Stillborn Baby Payment 007-07030140

Customers can claim these payments online or by lodging the appropriate claim form. See Initial contact by a parent or guardian.

Customers who make an online claim can cancel or withdraw their claim online.

For the claim to be assessed, the customer must lodge an effective claim for FTB.

• If a partner has submitted an online claim in their name using another person's online account (e.g. the current customer's account), see Partner of Family Tax Benefit (FTB) customer claims family assistance and/or Parental Leave Pay (PPL). Procedure ends here
• If the claim was not lodged within the required timeframe, it is to be rejected. The system will auto reject the claim in these cases based on details coded for the claim. Procedure ends here

Has the customer already claimed or received FTB for the same period and the claim is not adding children?

• Yes, go to Step 2
• No, go to Step 5

An FTB claim is NEF if the customer has already claimed or received FTB for the same period for all children in their care, including if FTB is part of a combined claim. If processing:

• an online claim, go to Step 3
• a paper claim (FA100 or FA048), go to Step 4

For a combined claim where the FTB period has already been claimed:

• Check the Child in Customer Care (CHC) screen and remove any automatic provisional ICC (in customer care) line related to this claim only
• Process and finalise the claim
• Make any required updates if new details are provided within the claim (for example, telephone, address, estimates)
• DOC the record to confirm any FTB NEF outcome including an Act reference
• If an FTB claim period within the claim is Not effective (NEF), a manual Q999 letter must be issued in Customer First advising the customer. Send a manual Q999 letter to the customer advising them of the NEF outcome for the FTB. See Resources page for suitable Q999 text

Procedure ends here.

For a standalone NEF FTB claim (instalment or lump sum claim) where the period has already been claimed:

• Check the Child in Customer Care (CHC) screen and remove any automatic provisional ICC (in customer care) line related to this claim only
• Process and finalise the claim
• Make any required updates of new details that have been provided by the customer in the new claim (for example, telephone, address, estimates)
• A claim finalisation DOC template displays with the details of the claim outcome, relevant dates and sections of the relevant Act. Record any additional Notes or Document annotations in the Finalise Claim window
• Send a manual Q999 letter to the customer in Customer First advising them of the outcome. See Resources page for suitable Q999 text

See References page for the relevant Act reference.

Procedure ends here.

Cancel the claim activity in Process Direct as follows:

• Before cancelling the paper claim activity, the claim will need to be made NEF
• Go to the Transaction Summary (TS) screen
• Select Status
• Select Edit
• In the Change Status dialogue box, select Not Effective from the drop down list
• Select Save
• Return to the TS screen and check the status of the claim is NEF
• Go to the Activity List (AL) screen
• Select Cancel for the appropriate claim activity
• A pop up dialogue box will confirm the claim has been cancelled
• Select Ok
• If a Social Application (SOA) shell is not created when a paper claim is scanned on the customer record, do not create a new SOA shell
• In a separate activity in Customer First, update any new details provided in the claim by the customer (for example telephone number, address, reasonable estimates, confirmed change to percentage of care, etc.)
• Send a manual Q999 letter to the customer in Customer First telling them the outcome. See Resources page for Q999 text

Procedure ends here.

Has the customer withdrawn their claim for FTB?

• Yes, see Withdrawal of claims. Procedure ends here
• No, go to Step 6

Has the customer contacted regarding a NEF claim?

• Yes, go to Step 7
• No,
• and the customer is FTB current (including zero rate) and claiming FTB only for an additional child, go to Step 8
• for rejected claims, go to Step 11
• for all other claim circumstances go to Step 9

• Check the customer's record for a DOC using the Notes (DL) screen and/or the Customer Letters (HS) screen explaining why the claim was made NEF
• Check the customer has contacted before the end of the financial year in which the claim was lodged (otherwise a full new claim is required for both current and past financial years)
• Tell the customer what information they need to provide for payment reassessment:
• bank account details
• Tax File Number (TFN)
• proof of birth
• Check Documents to view documentation lodged by the customer

Customer provides the requested information within 45 days from the date the claim was made NEF, and within the same financial year as the initial claim date:

• Re-index and process the claim, ensuring the correct DOR (the date the requested information was lodged) is used
• The customer must be contacted if there are any concerns that their circumstances may have changed since the initial claim was submitted
• If the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message
• Non-FCC processing staff:
• Use Fast Note - select Auto text, use Families > Claims > Reassess REJ/NEF – PPL/DAP/FTB. This will be allocated by WLM to an appropriately trained staff member to process
• Procedure ends here
• FCC Processing Staff re-index claim:
• Go to Process Direct Landing Page
• Select Inbox
• In the Work Item Search, enter the required fields: Claim ID, Claim in Main Category or CRN in the CRN field. Select Go
• Select the claim displayed in the Work Item. Check the claim status is NEF or REJ
• Select > Re-Index Claim
• Re-index will generate a new receipt number
• To change a claim date of receipt (DOR) within the reindexed claim, on the Transaction Summary (TS) screen, select > Update DOR. After the DOR is updated the claim will automatically regenerate
• The date of receipt (DOR) to use when re-indexing the claim is the date the requested information was lodged

Customer provides the requested information after 45 days from the date the claim was made NEF, and before the end of the financial year initial claim date:

• Contact the customer to check whether any details have changed (especially to confirm that their income estimate is still reasonable and that children have remained in their care), before re-indexing and processing the claim
• If the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message
• The DOR used when re-indexing the claim is the date the requested information was lodged

Customer provides the requested information after the end of the financial year in which the initial claim was lodged

• A full new claim is required to be lodged by the customer for both the current and past financial years

Procedure ends here.

If a customer is advising the birth of a subsequent child or a child entering care and customer lodges:

• An Online Claim
• Assess in Process Direct
• Change the status of the claim from 'submission failed' to 'in process' using Status
• Cancel the MFU by going to the Activity List (AL) screen and selecting Cancel
• Go to Step 9
• Verbal Claim and/or Newborn Child Declaration (FA081)
• Assess in Customer First. See Reassessment of FTB for a current customer where an additional child enters care in the current or previous financial year
• Procedure ends here

Early claims for FTB

Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave payments contains information about early claim requirements.

Post-birth claims

• All required documentation has been provided (for example, proof of the child's birth, proof of Australian residence, income estimate. Some information may be given later, for example rent details, FTB payment choice
• Bank details are provided for direct credit, unless an exemption is granted
• Tax File Number (TFN) details (not required for claims by Approved Care Organisations)

An FTB claim is NEF if the customer has already claimed payment for the same period or lodges outside of the allowable early claim period. If instalments have been cancelled because the customer has not provided information, the new claim is NEF. The decision to cancel the payment needs to be reviewed instead.

Would the claim be effective if further information was provided?

• Yes, go to Step 10
• No, for:
• paper claim lodged outside allowable time, see Step 1 in Table 2
• other reasons, see Step 2 in Table 2

Contact the customer as soon as possible and advise what information is required to determine their claim.

Where the information required can be provided by phone, if the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message.

If unable to contact or information is still required for:

• an Online or ACC claim:
• Issue a written request by selecting Request Documents. For more information, see Information requests for FTB and PPL claims, and Add Newborn and PPL change of circumstances activities
• If requesting evidence of residing in Australia, use the FCC intention to reside in Australia letter via the Request documents option
• a Paper claim, request the information in Customer First via the Request Documents Q777 guided procedure

A TFN statement needs to be made on the claim or within 14 days (21 days for remote and overseas customers), and if a TFN or permission to use their previously advised TFN is not given, the TFN needs to be provided within 28 days for the claim to be assessed. An exemption can only be granted for a partner and only in certain circumstances. For more information, see Provision of TFN for family assistance and Paid Parental Leave scheme payments.

Record action details on a DOC.

Resubmit activity, see timeframes.

Is information/documentation received by the resubmit date?

• Yes, assess claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Procedure ends here
• No, see Step 2 in Table 2

Review the claim details to see why the claim was rejected. Refer to the REJ Note/DOC and/or History Summary (HS) or CORRO screen for the explanation.

Discuss FTB eligibility requirements with the customer. There may be other eligibility requirements the customer has not met, in addition to the specified rejection reason. Discuss general eligibility in addition to the specified reason.

If the customer is contacting to discuss:

• FTB rejected due to income precludes entitlement, tell them they will need to reclaim
• providing evidence to allow the claim to be reassessed (for example, where FTB REJ FRC), tell them:
• about FTB claiming timeframes, and
• what evidence is required to reassess the REJ assessment
• not having supporting evidence to allow the claim to be reassessed, tell them their FTB review and appeal rights
• that the decision to reject their FTB claim is incorrect, and no additional information is required for their claim to be reassessed, go to Step 12
• a reason not listed above, go to Step 12

Customers can contact to request an explanation or apply for a formal review of a decision based on eligibility and payability determinations of FTB.

Review the record and provide an explanation why the FTB claim was rejected. Tell the customer what information is required for their claim to be reassessed. Refer to the progress/rejection DOC for additional information, Notes and/or the HS screen to confirm if any other documents had previously been requested and not provided.

Alternatively, the customer may advise they have additional information to provide which may change the outcome of the claim.

Where Service Officers identify an error in the original decision, a reassessment must occur without a request for a formal review of decision.

For the initial FTB claim to be reassessed, the customer needs to provide all requested information by day 45 within the same financial year of the rejection.

If additional information is not available to allow their claim to be reassessed and they would like the original decision reviewed, see Request an explanation or apply for a formal review. Procedure ends here.

Did the customer provide all of the requested documents/ information by day 45 within the same financial year, or is the Service Officer satisfied the customer needed more time, or a formal review resulted in the FTB rejection decision being set aside?

• Yes: go to Step 13
• No, tell the customer they can submit a new claim for reassessment, or apply for a formal review. Procedure ends here

Non-FCC processing staff

• Use Fast Note - select Auto text, use Families > Claims > Reassess REJ/NEF – PPL/DAP/FTB. This will be allocated by WLM to an appropriately trained staff member to process
• Procedure ends here

FCC Processing Staff

• Re-index and process the claim
• Go to Process Direct Landing Page
• Select Inbox
• In the Work Item Search, enter the required fields: Claim ID, Claim in Main Category or CRN in the CRN field. Select Go
• Select the claim displayed in the Work Item. Check the claim status is NEF or REJ
• Select > Re-Index Claim
• Re-index will generate a new receipt number
• To change a claim date of receipt (DOR) within the reindexed claim, on the Transaction Summary (TS) screen, select > Update DOR. After the DOR is updated the claim will automatically regenerate
• The date of receipt (DOR) to use when re-indexing the claim is the date the requested information was lodged

Claim outside allowable pre-claim period

If the pre-birth claim has been lodged outside the allowable early claim period, the claim will need to be made NEF.

Note: the online and Assisted Customer Claim (ACC) workflows prevent claims from being submitted if the customer is not expecting a child to come into their care within 97 days. Customers are not prevented from lodging a paper claim (Claim for Paid Parental Leave and Family Assistance (FA100)) outside the allowable timeframe.

Processing paper claims where FTB is NEF:

Cancel claim activity in Process Direct as follows:

• Before cancelling a paper claim activity, the claim will need to be made NEF
• Go to the Transaction Summary (TS) screen
• Select Status
• Select Edit
• In the Change Status dialogue box, select Not Effective from the drop down list
• Select Save
• Return to the TS screen and check the status of the claim is NEF
• Go to the Activity List (AL) screen
• Select Cancel for the appropriate claim activity
• A pop up dialogue box will confirm the claim has been cancelled
• Select Ok
• If a Social Application (SOA) shell is not created for a paper claim, do not create a SOA shell
• In a separate activity in Customer First, update any new details provided in the claim by the customer (for example telephone number, reasonable estimate, address, etc.)
• Make sure the proof of birth indicator for the child is recorded correctly on the Change Child (CCH) screen
• In Customer First, if proof of birth:
• has not been provided, key 'N' in the DOB Verified field on the Change Child (CCH) screen. Note: current system limitations do not support NEF/POB. Key 'N' to REJ/POB instead - this will then reject FTB/NDE
• has been provided, key 'Y' in the DOB Verified field on the CCH screen
• Send a manual Q999 letter to the customer telling them about the outcome. See Resources page for Q999 text. Note: if the proof of birth is not verified for a child, the system will automatically reject the claim and issue the correct letter

The customer will be required to complete a new claim within the allowable early claim period.

Note: it is generally not appropriate to make an early claim NEF due to outstanding information. These claims are to be assessed where possible and outstanding information sought when proof of birth is provided. See Initial contact for an early claim for family assistance and Parental Leave Pay (PPL) for effective early claim requirements.

If a customer was requested to supply a TFN for themselves or their partner (if they have one) the claim will automatically result in a NEF outcome depending if the customer TFN, partner TFN, or both TFNs are missing from the claim:

• Tax File Number Not provided - Customer (NTC)
• Tax File Number Not provided - partner (NTP), or
• Tax File Number Not provided - both (NTB)

If a bank account number has not been provided the claim will automatically NEF Bank Account details not provided (BAN).

Is the claim automatically NEF?

• Yes, complete the claim and record relevant details on Finalisation DOC in Process Direct, procedure ends here
• No, go to Step 3

For help processing claim, see Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

If FTB is assessing for a previous year not claimed:

FTB for the previous year is to be made not effective within the current year activity on the FTB Status Override (FYSO) screen within Process Direct:

• Part: field. Leave blank
• Start date: field. For FTB combined claims and FTB new claims- the commencement date of the assessment. This date is the latest date of either:
• the child's date of birth
• date entered care
• date qualification commenced or
• 1 July of the previous financial year (for FTB LSC)
  All CLK LSCs created as a result of an instalment claim must be made NEF. This includes where there is no potential eligibility for FTB, e.g. the claim is rejecting due to income (REJ-INC), not residentially qualified (REJ-NRQ) or no eligible dependents (REJ-NDE). The only exception is with restorations
• End date: field should be coded with the 30 June XX for previous financial year
• Reason: field CCO (Claim not completed, that is, customer has not answered all relevant questions on the claim)
• Status: field NEF

QMA instructions

If the FYSO screen has not been coded correctly and:

• the FTB claim is rejecting NDE, INC or NRQ for the previous financial year, the activity should be released with feedback, with no error selected
• the FTB claim result is ASS or GRA, the activity should be returned as a rate error

If FTB is to be made not effective for the current financial year:

Within the claim activity on the FTB Status Override (FYSO) screen:

• Start Date: field. For FTB combined claims, FTB new claims, and FTB lump sum claims (LSC) the date is the latest date of either:
• the child's date of birth
• date entered care
• date qualification commenced
• End date: field should not be coded for a current year claim
• Reason: use the appropriate NEF code
• Status: field NEF

Check the Child in Customer Care (CHC) screen and remove any automatic provisional ICC (in customer care) line related to this claim only.

Inhibit the automatic letter:

• Go to the Assessment Consequences (ASC) screen
• Select the Inhibit Letter (Inh Ltr) check box
• Finalise the activity

Record details on a Finalisation DOC in Process Direct. This information will be used for assessing a claim re-index if the customer contacts.

Note: when a period within a combined FTB claim (e.g. instalment & lump sum claim) is not effective, the entire combined FTB claim is to be made not effective as this is considered one claim.

The customer must be sent a manual Q999 letter in Customer First advising that their claim is NEF, and the reason.

See Resources page for Q999 approved text.

Customers can claim these payments online or by lodging the appropriate claim form, see Initial contact by a parent or guardian.

Customers who make an online claim can cancel or withdraw their claim online.

For the claim to be assessed, the customer must lodge an effective claim for FTB or an effective claim for SBP.

• If a partner has submitted an online claim in their name using another person's online account (e.g. the current customer's account), see Partner of FTB customer claims family assistance and/or Parental Leave Pay (PPL). Procedure ends here
• If the claim was not lodged within the required timeframe, it is to be rejected. See Rejecting a family assistance claim. The system will auto reject the claim in these cases based on details coded for the claim. Procedure ends here

Has the customer already claimed or received FTB for the same period and the claim is not adding children?

• Yes, go to Step 2
• No, go to Step 5

An FTB claim is NEF if the customer has already claimed or received FTB for the same period for all children in their care, including if FTB is part of a combined claim.

• if processing a new Families Online Claim or legacy online claim, go to Step 3
• if processing a paper claim (FA100 or FA048), go to Step 4

For a combined claim where the FTB period has already been claimed:

• Process and finalise the claim
• Make any required updates if new details are provided within the claim (for example, telephone, address, estimates, child details, confirmed change to percentage of care, etc.)
• DOC the record to confirm any FTB NEF outcome, including an Act reference
• If an FTB claim period within the claim is Not effective (NEF), a manual Q999 letter needs to be issued advising the customer. Send a manual Q999 letter to the customer advising them of the NEF outcome for the FTB. See Resources page for suitable Q999 text

Procedure ends here.

For a standalone Not effective (NEF) FTB claim (instalment or lump sum claim) where the period has already been claimed:

• Process and finalise the claim
• Make any required updates of new details that have been provided by the customer in the new claim (for example, telephone, address, estimates)
• DOC the record to confirm the FTB claim NEF outcome, including an Act reference
• Send a manual Q999 letter to the customer advising them of the outcome. See Resources page for suitable Q999 text

See References page for the relevant Act reference.

Procedure ends here.

• Cancel claim activity
• Make any required updates of new details that have been provided by the customer in the new claim (for example: telephone, address, reasonable estimates, confirmed change to percentage of care, etc.)
• DOC the claim outcome, for example, claim Not effective (NEF), any other changes to entitlements made
• Send a manual Q999 letter to the customer advising them of the outcome. See Resources page for suitable Q999 text

Procedure ends here.

Has the customer withdrawn their claim for FTB/SBP?

• Yes, see Withdrawal of claims. Procedure ends here
• No, go to Step 6

Has the customer contacted regarding a NEF claim?

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

• Check the customer's record for a DOC and/or Q999 explaining why the claim was made NEF
• Check for a letter (Q777) previously sent requesting documents required to complete the claim
• Check the customer has contacted before the end of the financial year in which the claim was lodged (otherwise a full new claim is required for both current and past financial years)
• Give the customer correct advice in terms of the required information to be provided for payment reassessment
• bank account details
• Tax File Number (TFN)
• proof of birth
• If documentation is lodged by the customer, scan documentation

If the customer provides the requested information:

• within 45 days from the date the claim was made NEF, and within the same financial year as the initial claim date and scanned to the customer file:
• Re-index claim and send the activity to Families Processing (Region FCC)
• For SBP processing, send activity to DOP
• after 45 days from the date the claim was made NEF, but before the end of the financial year initial claim date:
• Contact the customer to check whether any details have changed (especially to confirm that their income estimate is still reasonable and that children have remained in their care), before re-indexing and processing the claim
• If the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message
• The date of receipt (DOR) used when re-indexing the claim is the date the requested information was lodged

Procedure ends here.

Is the customer FTB current (including zero rate) and claiming FTB only for an additional child?

If the customer is advising a non-income related change in circumstances such as the birth of a subsequent child or a child entering their care, it is treated as a reassessment of FTB entitlement instead of a claim and cannot be made NEF.

• Yes, see Reassessment of FTB for a current customer where an additional child enters care in the current or previous financial year. Procedure ends here
• No, go to Step 9

Early claims for FTB

Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave payments contains information about early claim requirements.

Post-birth claims

• All required documentation has been provided (for example, proof of the child's birth, proof of Australian residence, evidence to support the customer's 6 month income estimate for Stillborn Baby Payment (SBP)). All information that is required to allow the claim to be assessed has been provided, for example, income estimate. Some information may be given later, for example rent details, FTB payment choice
• Bank details are provided for direct credit, unless an exemption is granted
• Tax File Number (TFN) details (not required for claims by Approved Care Organisations)

An FTB claim is NEF if the customer has already claimed payment for the same period or lodges outside of the allowable early claim period. If instalments have been cancelled because the customer has not provided information, the new claim is NEF. The decision to cancel the payment needs to be reviewed instead.

For more information, including special requirements for a bereavement claim, see References page.

Would the claim be effective if further information was provided?

• Yes, go to Step 10
• No, see Step 1 in the Claim not effective table

Contact the customer as soon as possible and advise what information is required to determine their claim.

Where the information required can be provided by phone, if the customer is subscribed to Desktop Messaging, send a pre-call notification SMS through Desktop Messaging before calling them. For pre-call messages, allow a lead-in time of 5 minutes in case there is a delay sending the message.

Send a Q777 via the Request Documents Q777 guided procedure for the customer to provide details if:

• details (information/documentation) cannot be provided by phone, or
• the customer cannot be contacted by phone, and
• the information has not been requested in the Online Claim process

A TFN statement needs to be made on the claim or within 14 days (21 days for remote and overseas customers), and if a TFN or permission to use their previously advised TFN is not given, the TFN needs to be provided within 28 days for the claim to be assessed. An exemption can only be granted for a partner and only in certain circumstances. For more information, see Provision of TFN for family assistance and Paid Parental Leave scheme payments.

Record action details on a DOC.

Resubmit activity, see timeframes.

Is information/documentation received by the resubmit date?

• Yes, assess claim. See Processing family assistance and Paid Parental Leave scheme claims. Procedure ends here
• No, see Step 1 in the Claim not effective table

Claim outside allowable pre-claim period

If the pre-birth claim has been lodged outside the allowable early claim period, the claim will need to be made not effective (NEF).

Note: the online and Assisted Customer Claim (ACC) workflows prevent claims from being submitted if the customer is not expecting a child to come into their care within 97 days. Customers are not prevented from lodging a paper claim (Claim for Paid Parental Leave and Family Tax Benefit (FA100)) outside the allowable timeframe.

Processing paper claims where FTB is Not effective (NEF):

• Cancel claim activity
• Update all details provided by the customer in the new claim (telephone, address, reasonable estimates, etc.)
• Record details of the claim outcome on a DOC (for example, claim Not effective (NEF), any other changes to entitlements made)
• Send a manual Q999 letter to the customer advising them of the outcome. The Resources page contains suitable Q999 text

The customer will be required to complete a new claim within the allowable early claim period.

Note: it is generally not appropriate to make an early claim NEF due to outstanding information. These claims should be assessed where possible and the outstanding information sought when proof of birth is provided. See Initial contact for an early claim for family assistance and Parental Leave Pay (PPL).

Ensure the proof of birth indicator for the child is recorded correctly on the Change Child (CCH) screen.

If proof of birth:

• Has not been provided, key 'N' in the DOB Verified: field on the CCH screen. Note: current system limitations do not support NEF/POB. key 'N' to REJ/POB instead - this will then reject FTB/NDE
• Has been provided, key 'Y' in the DOB Verified: field on the CCH screen

Note: if the proof of birth is not verified for a child, the system will automatically reject the claim and issue the correct letter.

Information/documentation not received by resubmit date

If a customer was requested to supply a TFN for themselves or their partner (if they have one) the claim will automatically NEF depending if the customer TFN, partner TFN, or both TFN's are missing from the claim:

• Tax File Number Not provided - Customer (NTC)
• Tax File Number Not provided - partner (NTP), or
• Tax File Number Not provided - both (NTB)

If a Bank Account Number has not been provided the claim will automatically NEF Bank Account details not provided (BAN).

If the claim will not NEF automatically, make the claim NEF manually on the FTB Status Override (FYSO) screen using the appropriate NEF code with a start date of the commencement date of the assessment. The end date should not be coded for NEF claims.

Record details on a DOC.

Procedure ends here.

For help processing claim, see:

• Assessing family assistance and Paid Parental Leave scheme claims, or
• Processing Stillborn Baby Payment (SBP) claims

Manually coded FTB and SBP claims

On the FTB Status Override (FYSO) screen code the:

• Start date: field.
  For FTB combined claims, FTB new claims, and FTB lump sum claims (LSC) - the commencement date of the assessment. This date is the latest date of either the child's date of birth, date entered care, date qualification commenced or 1 July of the previous financial year (for FTB LSCs).
  All CLK LSCs created as a result of an instalment claim must be made Not Effective (NEF). This includes where there is no potential eligibility for FTB, for example, the claim is rejecting due to income (REJ-INC), not residentially qualified (REJ-NRQ) or no eligible dependents (REJ-NDE). The only exception is with restorations
• End date: field should not be coded for NEF claims
• Reason: field CCO (Claim not completed), that is, customer has not answered all relevant questions on the claim)
• Status: field NEF

Record details on a DOC. This information will be used for assessing a claim re-index if the customer contacts.

QOL instructions

• If FYSO has not been coded correctly and the FTB claim is rejecting NDE, INC or NRQ for the previous financial year, the activity should be released with feedback
• If FYSO has not been coded correctly and the FTB claim result is ASS or GRA, the activity should be returned as a rate error

Inhibit the automatic letter and issue a manual Q999 letter advising the claim outcome:

• go to the Assessment Results (AR) screen
• select the Inhibit Letter (Inh Lttr) box
• finalise the activity

See Resources page for Q999 approved text.

Customer contacts after a NEF notification (or CANcelled due to not providing partner's information):

Was the claim made NEF because they lodged an FA081 but did not submit an online claim or paper claim to provide additional information as requested (not FTB current)?

• Yes, advise the customer they will need to submit an online claim or paper claim (normal time limits apply). Proof of birth provided can be used to process the new claim; request documents required to complete claim from the customer. Procedure ends here
• No, go to Step 4

The NEF override decision will continue to apply to this claim and any future claims the customer makes. If the FYSO screen has NEF coded and the customer reclaims, the Service Officer processing the claim may need to end date or delete the FYSO entry to stop the override and allow the new claim to be re-indexed and granted.

The date of receipt (DOR) used when re-indexing the claim is the date the requested information was lodged.

If the customer provides the requested information:

• within 45 days from the date the claim was made NEF, and within the same financial year as the initial claim:
• Re-index and process the claim using Assisted Customer Claim (ACC)
• Ensure the correct DOR (the date the requested information was lodged) is used
• The customer must be contacted if there are any concerns that their circumstances may have changed since the initial claim was submitted
• after day 45 days from the date the claim was made NEF, but before the end of the financial year of the initial claim date:
• The customer must be contacted before re-indexing and processing the claim to check whether any details have changed
• Confirm that their income estimate is still reasonable and that children have remained in their care
• When re-indexing and processing the claim, ensure the DOR used is the date the requested information was lodged
• After the end of the financial year of the initial claim date, advise the claimant that they will need to lodge a new claim for both current and past financial years

If FTB had been cancelled as a result of not providing partner's details, ensure all children are reassessed for FTB in the re-indexed new claim activity.

Proof of birth provided for their initial claim, can be used to process the new claim.

The proof of birth is available as a digital image and can be viewed via Document Tools.

For assistance with changing the date of receipt (DOR) for a re-indexed FTB or PPL online claim or Add Newborn; see Families online claim - regenerate, re-index or change date of receipt.