Not effective, rejection or withdrawal of claim for Parental Leave Pay (PPL) 007-07030160

If the PPL claim has been assessed (e.g. ASS-PCB or ASS-ASD), see Item 2

Customers can only withdraw an effective claim for PPL before a payability determination has been made. See Withdrawal of claims.

Discuss the reasons for the withdrawal request with the customer and, where appropriate, offer any further referrals or assistance.

Advise the customer that once their claim has been withdrawn:

• it will include all components of PPL (that is, both the PPL period for children born or adopted before 1 July 2023 and PPL days for children born or adopted before and after 1 July 2023), and
• it cannot be reinstated. If the customer later changes their mind a new claim must be lodged

If a customer is requesting to withdraw a claimed PPL day:

• it will be returned to their unclaimed PPL days balance, and
• they can claim it for another date that is within 2 years of the child's birth or adoption

To action a request to withdraw or update a claimed Flexible PPL day for a child born or adopted before 1 July 2023, see Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023.

To action a request to withdraw or update a claimed Parental Leave Pay day for a child born or adopted on or after 1 July 2023, see Claiming and managing Paid Parental Leave (PPL) days for children born on or after 1 July 2023.

Is the customer requesting to withdraw their PPL claim?

• Yes, and the claim is:
• PPL-ASS claims, see Item 2
• PPL-NCL, started new claim, see Withdrawal of claims
• PPL-CUR, the customer's claim must be cancelled, see Cancellation of Parental Leave Pay (PPL). Procedure ends here
• No, see Item 3

Claims that are assessed and not current, such as ASS-PCB or ASS-ASD, can be withdrawn. Customers can ask to withdraw their claim for PPL or PPL days before they start being paid.

PPL claim can be withdrawn at either a:

• Claim level - the full PPL entitlement including any PPL days, or
• Day level - PPL days. Note: these days must be updated using the PPL Change in circumstances guided procedure. See Claiming and managing Flexible Paid Parental Leave (PPL) days

Claim Level

Note: For claims for children born or adopted after 1 July 2023, the manual coding of levels is not required on the PPL Claim Action (P1CA) screen. Coding is automatic and will not display.

Manually update the P1CA screen:

• Key P1CA into the Super Key
• Select Edit to reject the customer’s PPL
• Action: REJ (rejected)
• Reason: CLR (Withdraw/Voluntary surrender)
• Effect Date: the date of receipt (DOR) of the pre-claim/post claim
• LVL: Claim level (for PPL claims for children born or adopted before 1 July 2023)
• Select Save
• Update Receipt Date and Channel fields, select Save

Once all updates have been completed, select Assess.

Address any errors/warnings on the Errors (SWE) screen.

Use Roxy Digital Assistance in Process Direct to address any warnings or errors that present in the Message Log on the SWE screen.

Refer to additional support resources where errors or warnings present including:

• Network News Update (NNU)
• Operational Blueprint
• mySupport
• Process Direct - Current Issues page

If error or warnings cannot be resolved using above resources, raise an incident via Roxy. See Reporting ICT issues in Process Direct.

Do not attempt unapproved manual workaround.

After fixing any errors, select Assess again to go the Entitlements (ELD) screen.

The Entitlement (ELD) screen displays the outcome of the activity and payment dates.

• Check the results on the ELD screen are correct, then select Finish
• Record additional details of the update in the finalisation Note/DOC
• the request to withdraw the claim, and
• the customer was advised to submit a new claim for PPL if they change their mind
• Select Finalise

Day Level

For Flexible PPL days, for a child born or adopted before 1 July 2023, see Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023.

For PPL days for a child born or adopted on or after 1 July 2023, see Claiming and managing Paid Parental Leave (PPL) days for children born on or after 1 July 2023.

To check if this is a duplicate claim, see if the information in the subsequent claim is the same as the original claim.

If the customer has provided new information about their PPL, this information will not be updated within the duplicate claim. This is to be actioned as a change of circumstances.

If the customer:

• has provided new information about their PPL. See Customer notifies a change of circumstances for Parental Leave Pay (PPL) once the duplicate claim has been finalised
• is making changes to their Flexible PPL days for a child born or adopted before 1 July 2023, including changing/claiming additional Flexible PPL days, see Claiming and managing Flexible Paid Parental Leave (PPL) for children born or entering care before 1 July 2023 days once the duplicate claim has been finalised
• is making changes to their PPL days for a child born or adopted on or after 1 July 2023, see Claiming and managing Paid Parental Leave (PPL) days for children born on or after 1 July 2023

If the customer:

• has lodged a previous effective claim, and
• subsequently lodges a duplicate claim for the same child with the same information, see Table 2

If the pre-birth claim was lodged outside the allowable early claim period, the claim must be made Not Effective (NEF).

The online claim prevents claims from being submitted if the customer is not expecting a child to come into their care within 97 days.

Processing paper claims in Process Direct where PPL claim lodged outside allowable claim period

When a customer submits a paper claim, a Social Application (SOA) shell is created in Process Direct. The claim activity must be made NEF and then cancelled:

• Go to the Transaction Summary (TS) screen
• Select Status
• Select Edit
• In the Change Status dialogue box, select Not Effective from the drop down box
• Select Save
• Go to the TS screen and check the status of the claim is NEF
• Go to the Activity List (AL) screen
• Select Cancel
• Select OK to confirm cancellation
• If a SOA shell is not created on the record when a paper claim is scanned, 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, address, estimate etc.)
• Use Fast Note - select Auto Text, use Families > Claims > PPL Not effective Post/Pre Birth to record details of the claim outcome, including any other changes made
• Send a free text Q999 letter to the customer advising the outcome. See Resources for suitable Q999 text

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

Pre-birth and post-birth PPL claims can be made non effective (NEF).

In most cases, the NEF will occur automatically when processing the claim. However, manual coding can be completed in certain circumstances.

Automatic NEF assessments

For PPL pre-claims that have been assessed and are awaiting proof of the child's birth or entry to care, a reminder letter will be sent 14 days after the nominated start date to provide the proof.

If the proof of birth is not provided within 56 days of the nominated start date, the claim will be automatically assessed as NEF.

PPL already claimed by customer

For duplicate PPL claims lodged where the:

• full PPL entitlement has not been paid, the claim will automatically assess as Not Effective (NEF), NEF-PAC (PPL already claimed by customer) when assessed
• full PPL entitlement has been paid, the claim will automatically reject (REJ), REJ PAS (PPL already paid to customer) when assessed
• a customer's original claim was CAN-CRQ, the duplicate claim will automatically NEF-PAC (PPL already claimed by customer)
• For children born or adopted before 1 July 2023, where the primary claimant transfers the PPL period in full, and
• gives permission for someone else to claim all the PPL Flexible days, and
• the secondary claimant claims the PPL entitlement.
  Any subsequent claims lodged by the primary claimant will automatically assess as Not Effective NEF-PAO (PPL already claimed by other claimants)
• For children born or adopted on or after 1 July 2023, a customer’s PPL claim will automatically assess as Not Effective (NEF) where:
• an Approval Giver is not a valid type (NEF-ANV)
• the Approval Giver has not given approval to claim to the Approval Seeker (NEF-ANP)
• the Approval Giver has not provided proof or meeting the PPL work test (NEF-NPA)

For information about the approval process, viewing and managing Approval Giver and Approval Seeker details, see Paid Parental Leave (PPL) approval to claim and share PPL days.

If the customer contacts and:

• advises a previous CRQ cancellation is incorrect, consider if the payment should be restored. See Restoration of Parental Leave Pay (PPL)
• has previously requested their initial PPL claim for the child be cancelled CRQ, this decision cannot be appealed. See Cancellation of Parental Leave Pay (PPL)
• their claim was made NEF-ANP, go to Step 5
• their claim was made NEF-PAC or NEF-PAO, go to Step 6
• their claim was NEF for another reason, go to Step 2
• for rejected claims, see Item 2 in Table 3

If completing a manual NEF assessment, go to Step 4.

Customer contacts after the claim was made not effective (NEF), check the customer has met all general requirements for an effective claim.

Check the following for the explanation:

• NEF Note/DOC
• Progress Note/DOC
• History Summary (HS) screen

Tell the customer:

• what information is required
• their claim can only be assessed from the date all the required information is received

Has the customer provided all the requested information required to make the claim effective?

• Yes, go to Step 7
• No, go to Step 3

Tell the customer what information is required to determine their claim.

The customer may have been told to provide further information on the Next steps page of the online claim.

• Check if the information has already been requested, for example on the Next steps page of the online claim
• Contact the customer by phone if all required information can be provided by phone immediately
• 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 details cannot be provided by phone and/or have not already been requested, see Information requests for FTB and PPL claims, and Add Newborn and PPL change of circumstances activities to request the information

Time frames for return of documents/information

Customers are to provide:

• Requested documents/information within 14 days (21 days for remote area or overseas customer)
• Tax File Numbers (TFN) and/or bank account details within 28 days

Allow extra time for mail delivery for resubmit dates.

Has the required information/documentation been received by the resubmit date?

• Yes, go to Step 7
• No:
• for FCC processing staff, go to Step 4
• for Non FCC processing staff, create or record details on a Progress Note/DOC. Procedure ends here.

Generally, the NEF will occur automatically when processing the claim. However, manual coding can be completed in certain circumstances. For example, when information is not provided if could be appropriate to manually NEF the claim INF (information not provided)

To manually NEF a PPL claim:

• Select the PPL claim
• While processing the claim, go to the PPL Claim Action (P1CA) screen
• Manually update the P1CA screen:
• Action: select NEF (not effective)
• Reason: select the appropriate manual NEF code
• Effect Date: the date of receipt (DOR) of the pre-claim/post-claim
• An error message will display if the information in each field does not correspond correctly with the NEF reason
• Finalise the activity on the Entitlements (ELD) screen
• Record details on the Finalisation Note. See Resources page for suitable NEF text

The most appropriate NEF code should be applied so the correct letter is sent to the customer. In very limited circumstances where the manual NEF reason code is OTH, an auto advice will not be sent to the customer. Staff must issue a free text Q999 letter advising the customer their claim is NEF, and the reason.

A Social Online Application (SOA) cannot be created for the paper claim if:

• the customer has not provided the requested information (such as nominated start date for their PPL period) within the allowable time frame, and
• there is not enough information contained in the paper claim to use the SOA

When a SOA cannot be created, the claim activity must be made NEF and then cancelled:

• Go to the Transaction Summary (TS) screen
• Select Status
• Select Edit
• In the Change Status dialogue box, select Not Effective from the drop down box
• Select Save
• Go to the TS screen and check the status of the claim is NEF
• Go to the Activity List (AL) screen
• Select Cancel
• Select OK to confirm cancellation
• If a SOA shell is not created on the record when a paper claim is scanned, 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, address, estimate etc.)
• Use Fast Note - select Auto text, use Families > Claims > PPL Not effective Post/Pre Birth to record details of the claim outcome, include changes made
• Send a manual fee text Q999 letter to the customer advising the outcome. See Resources for suitable Q999 text

The customer must complete a new claim within the allowable early claim period to be assessed for payment.

Procedure ends here.

Approval Giver has an active Approval ID

When the Approval Giver (i.e. birth mother) has an active approval ID but does not provided approval for their partner or other parent to claim PPL days, the Approval Seeker’s (i.e. partner of birth mother) claim will automatically be assessed as not effective - Approval not provided (NEF-ANP).

If the Approval Seekers does not agree and indicates they want to claim again, they need to lodge a new claim to be assessed. The Approval task will be generated again for the Approval Giver to complete.

Approval Giver has an inactive Approval ID

If:

• the Approval Giver has an inactive Approval ID due to the:
• birth mother having relinquished care of the child
• as part of the adoption process
• a surrogacy arrangement or
• a state or territory agency has removed the child from their care,
• child leaving the customers care due to exceptional circumstances
• the Approval Seekers claim will automatically be assessed as not effective - Approval not provided (NEF-ANP)

Even if the Approval Giver has provided approval for their partner or the other parent to claim PPL the claim outcome will be NEF-ANP.

These customers can be identified via the SAP notes on the Approval Givers record - ‘Submission logic skipped as Approval ID <approval ID number> is Inactive due to <reason code>’.

Explain to the Approval Seeker they are not eligible to claim PPL as the birth mother is relinquishing care.

Procedure ends here.

NEF-PAC (Partial PPL entitlement already paid to the customer)

For claims where some of the PPL entitlement has been paid:

• Later claims will automatically assess as Not effective (NEF) when processed. For example:
• when a customer has claimed and been paid some PPL, and
• has outstanding PPL days, and
• lodges a new claim instead of claiming for any outstanding PPL days

Customer contacts to discuss the NEF-PAC outcome.

• Tell the customer what payments have been made and any outstanding payments still payable (for example any unclaimed PPL days)
• Check if the customer was attempting to claim PPL days only:
• For a PPL claim for children born or adopted before 1 July 2023, see Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023
• For a PPL claim for a children born or adopted on or after 1 July 2023, see Claiming and managing PPL days for children born or adopted on or after 1 July 2023

NEF-PAO (PPL already claimed by other claimants)

Primary claimant transfers the PPL period in full for a child born before 1 July 2023, and

• gives permission for someone else to claim all the PPL Flexible days, and
• the secondary claimant claims the PPL period, but not all the Flexible days, and
• the Primary claimant lodges another claim for the same child

The claim will be made not effective NEF-PAO (PPL already claimed by other claimants)

If a customer contacts to discuss the NEF-PAO outcome:

• check the customer's record to confirm their eligible PPL payments, and
• what has been paid
• tell the customer what payments have been claimed and any available Flexible PPL days
• check if the customer was attempting to remove permission for any Flexible PPL days given to a secondary claimant. See Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023

Go to Step 7.

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

If all requested information has been provided:

• Within 45 days of the date the claim was made NEF, and the financial year provided within the claim has not changed, the claim can be assessed using the new information and the information from the initial claim
• DOR = the date the new information was provided
• Contact the customer if there are any concerns their circumstances have changed since the initial claim was submitted
• Within 45 days of the date the claim was made NEF, and the financial year provided within the claim has changed, get the relevant financial year income for the new PPL assessment
• After day 45 of the date the claim was made NEF, and the financial year provided the initial claim has not changed:
• DOR = the date the new information was provided
• Contact the customer before processing the claim. Check if any details have changed since the 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
• If the child has been born/entered care, the customer must provide all information to make an effective post-birth claim including the child details, birth verification and return to work details
• After day 45 since the claim was made NEF and the financial year provided within the claim has changed, tell the customer they must make a new claim

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

FCC Processing staff:

• If all requested information has been provided for a:
• NEF pre-birth claim and the child has not been born/entered into care, go to Step 8
• NEF pre-birth claim and the child has now been born/entered into care, and all relevant information has been provided to make an effective post-birth claim, go to Step 9
• NEF post-birth claim, go to Step 10

NEF pre-birth and the child has not yet been born/entered into care.

If all requested information has been provided:

• Within 45 days of the date the pre-birth claim was made NEF, and the financial year provided within the claim has not been changed since, the claim can be assessed using the new information and the information from the initial claim
• DOR = the date the new information was provided
• Contact the customer if there are any concerns their circumstances have changed since the initial claim was submitted
• Within 45 days of the date the pre-birth claim was made NEF, and the financial year provided within the claim has changed, get the relevant financial year income for the new PPL assessment
• After day 45 of the date the pre-birth claim was made NEF and the financial year provided within the claim has not changed:
• DOR = the date the new information was provided
• Contact the customer before processing the pre-birth claim. Check if any details have changed since the 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
• If the child has not yet been born or entered care, contact the customer before processing the claim to confirm the remaining information from the initial claim
• If the child has now been born/entered care, the customer must provide all information relevant to make an effective post-birth claim including the child details, birth verification and return to work details
• After day 45 of the date the pre-birth claim was made NEF and the financial year provided in the claim has changed, tell the customer they must make a new claim

Note: if the customer has lodged a subsequent pre-birth claim and the child has not yet been born, this claim can be used to assess PPL.

Claim finalisation

See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

Procedure ends here.

Where the pre-birth claim was NEF and the child has now been born/entered care:

• the customer must make a post-birth claim to provide all relevant information including the child’s details to make an effective post-birth claim
• see Processing proof of a child's birth

Where pre-birth claim was NEF and child birth or entry into care is pending:

• a SOA shell Work Item will need to be created
• a SOA shell Work Item contains no claim information apart from the CRN, personal details and the receipt date (date of claim). Claim information will need to be manually updated within the Work Item using information from the pre-birth claim, new information and associated documentation. Contact the customer if there are any concerns their circumstances have changed since the initial claim was submitted

To create a SOA shell:

• Go to the Process Direct Landing page and select SOA shell tile
• Enter the Benefit type, Customer CRN and Date of receipt (DOR is the date all the required information was provided, e.g. Proof of Birth)
• Select Create Claim
• An activity with a claim ID will be generated without any claim information

If the customer has previously provided proof of birth and it is scanned on the record, it can be used for the claim. View the scanned image via Documents in Process Direct.

If the customer has lodged a new online post-birth claim and provided all required information to make the previous post birth claim effective, the new online claim can be used to assess PPL entitlement for the customer.

Claim finalisation

See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

Procedure ends here

NEF post-birth and all required information has been received

Post-birth claim can be reindexed using the DOR as outlined in Step 7.

• Go to the Process Direct Landing Page
• Select Inbox
• In the Work Item Search, enter Claim ID in the Main Category and the Customer reference number (CRN). 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
• Select and update date of receipt and Regenerate Claim

Claim finalisation

See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

Procedure ends here.

Pre-birth and post-birth PPL claims can be rejected. Generally, this will happen automatically based on the customer’s eligibility for payment. However, in some cases a manual rejection may be required.

Check the customer is not eligible for PPL and the reason to reject is correct.

If a manual rejection needs to be recorded:

• Select the PPL claim
• While processing the claim, go to the PPL Claim Action (P1CA) screen
• On the P1CA screen:
• Action: select REJ (reject)
• Reason: select the appropriate manual rejection code
• Effect Date: key the date the rejection is to commence

An error message will display if the information in each field is not consistent with the rejection reason.

Finalise the activity on the Entitlements (ELD) screen.

If the manual rejection code is OTH, staff must send the customer a manual free text (Q999) letter advising their claim is rejected and the reason. When creating the Q999:

• Select PPL as the Service Reason
• Select option 1 to include the PPL Act reference. This will ensure the correct 28 day appeal time frame paragraph is included in the letter

Procedure ends here.

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

Discuss PPL 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. Generally, to be eligible for PPL, the customer must meet the work test, income test, primary care, etc.

If the customer is contacting to discuss:

• PPL/REJ-PAS (PPL already paid to customer), see Item 3
• PPL/REJ-PAP (PPL already paid to partner or another person), see Item 3
• PPL/REJ-BNR (Birth not registered), see Item 4
• PPL/REJ-ONC (OLP not claimed), see Item 5
• PPL/REJ-AWC (Approval withdrawn for claim), see Item 6
• PPL/REJ-WTA (Work History Test not met by Approval Giver), see Item 7
• providing evidence to allow the claim to be reassessed, advise the customer about PPL claiming time frames and what evidence is required to reassess the REJ assessment, see Item 8
• not having supporting evidence to allow the claim to be reassessed, advise them about PPL review and appeal rights
• the decision to reject their PPL claim is incorrect, and no additional information is required for their claim to be reassessed, see Item 8
• for a reason not listed above, see Item 8

If a customer contacts to discuss the REJ-PAS or REJ-PAP outcome, check the customer's record to confirm all PPL payments the customer was eligible to receive have been paid.

REJ-PAS (Full PPL entitlement already paid to customer)

For a PPL claim a child born or adopted before 1 July 2023, if the primary claimant transfers the PPL period in full, and:

• gave permission for someone else to claim all the Flexible days, and
• the secondary claimant claims the PPL and all the Flexible days, and
• lodges another claim for the same child

The subsequent claim is rejected REJ-PAS.

REJ-PAP (Full PPL entitlement already paid to partner or another person)

For a PPL claim a child born or adopted before 1 July 2023, if the Primary claimant transfers the PPL period in full, and:

• gave permission for someone else to claim all the Flexible PPL days, and
• the secondary claimant claims the PPL period and all the Flexible days, and
• the Primary claimant lodges a claim for the same child

The Primary claimant claim is rejected REJ-PAP.

Or,

The Primary claimant has claimed all the PPL entitlement, and

• does not transfer any PPL period, or days to a secondary claimant, and
• the secondary claimant claims PPL

The secondary claimant claim is REJ-PAP.

The customer advises they have registered or applied to register their child’s birth

and the birth verification is:

• within 45 days of the date the claim was REJected, and the financial year provided within the claim has not changed since, then the claim can be assessed using the new information and the information from the initial claim
• DOR = the date the new information was provided
• Contact the customer if there are any concerns their circumstances have changed since the initial claim was submitted
• within 45 days of the date the claim was REJected, and the financial year provided within the claim has changed, obtain the relevant financial year income for the new PPL assessment
• after day 45 of claim being REJected and the financial year provided within the claim has not changed
• DOR = the date the new information was provided
• Contact the customer before processing the claim. Check if any details have changed since the 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
• If the child has been born/entered care, the customer will need to provide all information relevant to make an effective post-birth claim including the child details, birth verification and return to work details
• after day 45 of the claim being REJected and the financial year provided within the claim has changed, tell the customer they must make a new claim

For Non-FCC processing staff:

• Create a 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

For FCC processing staff:

• Pre-Birth claim lodged:
• If the customer submitted a pre-birth claim and used the Newborn Child Declaration (FA081) form, Add Newborn child online service or mobile application to advise child details, a new claim activity will need to be indexed. This can be done using the Post Birth Social Online Application (SOA). Use the original claim information provided in the pre-birth claim and post birth claim.
• Do not re-index the pre-birth online claim as this may result in the incorrect outcome of NEF-POB (proof of birth not provided within 56 days of nominated start date) for a PPL claim for a child born or adopted before 1 July 2023, or within 56 days of the expected date of birth for a PPL claim for a child born or adopted on or after 1 July 2023)
• Post birth claims lodged: If the customer submitted a Post-Birth claim only, this can be re-indexed once the customer advises they have registered or applied to register the birth of their child. This can be provided verbally. Note: If a customer is advising after day 45 and the financial year has changed, do not re-index the claim. Advise the customer to make a new claim
• The date of receipt of the claim is the date the customer confirmed they had registered or applied to register the birth of the child. The earliest start date will be the new date of claim or a later date as elected by the customer. This can be provided verbally. If the customer notifies:
• within 28 days of the child's date of birth (DOB).
  The start date may be the child’s DOB or a later date as elected by the customer
• outside 28 days of the child's DOB.
  Date of receipt is the date they advise they have registered or applied to register the birth of the child
• The claim will grant after it has been allocated and fully reassessed with the birth registration status updated from No to Yes. In some circumstances, the claim may reject for another reason, for example returned to work since becoming the primary carer (RWP). See Item 8 for Rejection reasons other than BNR

Customer advises they have not registered or applied to register their child’s birth

The claimant must register or apply to register the birth of their child before PPL can be granted for the child. If the customer does not understand or does not agree with the decision, and they want to request an explanation or apply for a formal review, see Parental Leave Pay (PPL) employee initiated reviews and appeals. Procedure ends here.

For PPL claims for children born or adopted on or after 1 July 2023.

If a customer contacts to discuss the REJ-ONC outcome, confirm if the gaining parent in a surrogacy arrangement has lodged a claim for the child.

If the gaining parent in a surrogacy arrangement has not lodged a claim or is not eligible then the customer’s PPL claim will be rejected.

Tell the customer that the gaining parent in a surrogacy arrangement will need to lodge a claim and be eligible for PPL.

For PPL claims for children born or adopted on or after 1 July 2023.

If a customer contacts to discuss the REJ-AWC outcome, tell the customer that the Approval Giver has withdrawn their approval for the customer to claim PPL for the child.

Any customer other than the birth mother, first adoptive parent or a claimant in exceptional circumstances must have approval to claim and share PPL days from the birth mother or first adoptive parent.

See Paid Parental Leave (PPL) approval to claim and share PPL days.

For PPL claims for children born or adopted on or after 1 July 2023.

If a customer contacts to discuss the REJ-WTA outcome, tell them to be eligible for PPL both the Approval Giver and Approval Seeker must meet the PPL work test where the Approval Giver is the birth mother or first adoptive parent.

If:

• an Approval Seeker’s claim rejects because the Approval Giver does not meet the PPL work test,
• the rejection notification will tell them that the Approval Giver did not meet the PPL work test

If the Approval Seeker contacts, Service Officers:

• can tell them their claim has not been granted due to the Approval Giver not meeting the PPL work test, as outlined in the letter
• cannot tell them which aspect of the work test the Approval Giver did not meet

See Paid Parental Leave scheme Work Test.

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

Review the record and provide an explanation why the PPL 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 PPL claim to be reassessed, the customer needs to provide all requested information within 28 days of the rejection. In some circumstances, the customer may require more than 28 days to provide all of the required information, such as evidence from a specialist.

If additional information is not available to allow their claim to be reassessed, and they want to request an explanation or apply for a formal review, see PPL employee initiated reviews and appeals. Procedure ends here.

Did the customer provide all of the requested documents/ information within 28 days, or is the Service Officer satisfied the customer needed more time, or a formal review resulted in the PPL rejection decision being set aside?

• Yes, complete a reassessment of the customer’s PPL entitlement:
• Re-index the claim, go to Item 9
• No, advise the customer they can submit a new claim for reassessment, or apply for a formal review. See PPL employee initiated reviews and appeals. Procedure ends here

For Non-FCC processing staff:

• Create a Fast Note. Select Auto text, use Families > Claims > Reassess REJ/NEF – PPL/DAP/FTB. Include the new information and any other details that have changed from the original claim
• This will be allocated by WLM to an appropriately trained staff member to process

For FCC processing staff:

Complete a reassessment of the customer's PPL entitlement. Contact the customer if there are concerns or circumstances that have changed since the initial claim was submitted.

Do not re-index the pre-birth claim where the child is now born as this can cause issues. Create a new claim activity using the Social Online Application (SOA) using both the information provided in the pre-birth claim and post birth details (FA081/Add Newborn).

Date of receipt to use when creating the SOA claim:

• Pre-birth claim and the child is now born: Use the date of receipt (DOR) of when the post birth details were provided

Date of receipt to use when re-indexing a claim:

• Pre-birth claim and the child has not been born yet: Use the original date of receipt (DOR) of the pre-birth claim
• Post birth claim: Use the original date of receipt (DOR) of the post birth claim.

To re-index the claim:

• Go to the Process Direct Landing Page
• Select Inbox
• In the Work Item Search, enter Claim ID in the Main Category and the Customer reference number (CRN). Select Go
• Select the claim displayed in the Work Item. Check the claim status is REJ
• Select > Re-Index Claim
• Re-index will generate a new receipt number
• Select and update date of receipt and Regenerate Claim
• For processing the SOA/re-indexed claim, see Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave payments

Note: if a customer is advising after the financial year has changed, new financial year estimates may need to be provided.

If the PPL claim has been assessed (e.g. ASS-PCB or ASS-ASD), see Item 2

Customers can only withdraw an effective claim for PPL before their payment status is CURrent for that child.

Discuss the reasons for the withdrawal request with the customer and, where appropriate, offer any further referrals or assistance.

Tell the customer once their claim has been withdrawn:

• it will include all components of PPL (that is, both the PPL period for children born or adopted before 1 July 2023, and PPL days for children born or adopted before and after 1 July), and
• it cannot be reinstated. If the customer later changes their mind they must complete a new claim

Note: if a customer is requesting to withdraw a claimed PPL day:

• it will be returned to their unclaimed PPL days balance, and
• they can claim it for another date, that is within 2 years of the child’s birth or adoption

To action a request to withdraw or update a claimed Flexible PPL day for a child born or adopted before 1 July 2023, see Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023.

To action a request to withdraw or update a claimed PPL day for a child born or adopted on or after 1 July 2023, see Claiming and managing Paid Parental Leave (PPL) days for children born on or after 1 July 2023.

Is the customer requesting to withdraw their PPL at a claim level?

• Yes, and the claim is:
• PPL-ASS Claims, see Item 2
• PPL-NCL, started new claim, see Withdraw of Claims
• PPL-CUR, the customer’s claim must be cancelled, see Cancellation of Parental Leave Pay (PPL). Procedure ends here.
• No, see Item 3

Claims that are assessed and not current, such as ASS-PCB or ASS-ASD, can be withdrawn. Customers can request to withdraw their claim for PPL or Flexible PPL days.

PPL claims can be withdrawn at either a:

• Claim level - the full PPL entitlement including any PPL days, or
• Day Level - PPL days. Note: these days must be updated using the PPL change in circumstances guided procedure

Manually update the P1CA screen:

• Action: REJ (rejected)
• Reason: CLR (Withdraw/Voluntary surrender)
• Effect Date: the date of receipt (DOR) for the pre-claim/post claim
• LVL: Claim level (for PPL claims for children born or adopted before 1 July 2023). For claims for children born or adopted on or after 1 July 2023, the manual coding of levels is not required on the P1CA screen. Coding is automatic and will not display)
• Notes: record the relevant details

Day Level:

For Flexible PPL days for a child born or adopted before 1 July 2023, see Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023.

• DOC the customer's record confirming:
• the request to withdraw the claim and
• they were advised to submit a new claim for PPL if they change their mind

For PPL days for a child born or adopted on or after 1 July 2023, see Claiming and managing Paid Parental Leave (PPL) days for children born on or after 1 July 2023.

To check if this is a duplicate claim, see if the information in the subsequent claim is the same as the original claim.

If the customer has provided new information about their PPL, this information will not be updated within the duplicate claim. This is to be actioned as a change of circumstances.

If the customer:

• has provided new information about their PPL, see Customer notifies a change of circumstances for Paid Parental Leave Pay (PPL) once the duplicate claim has been finalised
• is making changes to their Flexible PPL days for a child born or adopted before 1 July 2023, including changing/claiming additional Flexible PPL days, see Claiming and managing Flexible Paid Parental Leave (PPL) for children born or entering care before 1 July 2023 days once the duplicate claim has been finalised
• is making changes to their PPL days for a child born or adopted on or after 1 July 2023, see Claiming and managing Paid Parental Leave (PPL) days for children born on or after 1 July 2023

If a customer:

• has lodged a previous effective claim, and
• subsequently lodges a duplicate claim for the same child with the same information, see Table 2

If the pre-birth claim was lodged outside the allowable early claim period, the claim must be made NEF.

The online claim prevents claims from being submitted if the customer is not expecting a child to come into their care within 97 days.

However, customers are not prevented from lodging a Claim for Parental Leave Pay and Family Tax Benefit (FA100) form outside the allowable time frame.

Processing paper claims where PPL claim lodged outside allowable claim period

• Cancel claim activity
• Update any new details provided by the customer in the claim (phone, address, income estimates)
• Use Fast Note - select Auto Text, use Families > Claims > PPL Not effective Post/Pre birth to record details of the claim outcome and changes made to entitlements
• Send a free text Q999 letter to the customer advising the outcome. See Resources page for suitable Q999 text

The customer must complete a new claim within the allowable early claim period to be assessed for payment.

Pre-birth and post-birth PPL claims can be made NEF.

In most cases, the NEF will occur automatically when processing the claim. However, manual coding can be completed in certain circumstances.

Automatic NEF assessments

For PPL pre-birth claims that have been assessed and are awaiting proof of the child's birth or entry to care, a reminder letter will be sent 14 days after the nominated start date to provide the proof.

If the proof is not provided within 56 days of the nominated start date, the claim will be automatically assessed as NEF.

PPL already claimed by customer

Duplicate PPL claims lodged where the:

• full PPL entitlement has not been paid, any subsequent claims will automatically assess as Not Effective (NEF) NEF-PAC (PPL already claimed by customer) when assessed
• full PPL entitlement has been paid, any subsequent claims will automatically reject REJ-PAS (PPL already paid to customer) when assessed
• a customer’s original claim was CAN-CRQ, the duplicate claim will automatically NEF-PAC (PPL already claimed by customer)
• For children born or adopted before 1 July 2023, where the primary claimant transfers the PPL period in full, and:
• gives permission for someone else to claim all the PPL Flexible days, and
• the secondary claimant claims PPL.
  Any subsequent claims lodged by the primary claimant will automatically assess as Not Effective NEF-PAO (PPL already claimed by other claimants)

Customer contacts and:

• advises the previous CRQ cancellation is incorrect, consider if the payment should be restored. See Restoration of Parental Leave Pay (PPL)
• has previously requested their initial PPL claim for the child be cancelled CRQ, this decision cannot be appealed. See Cancellation of Parental Leave Pay (PPL)
• their claim was made NEF-PAC or NEF-PAO, go to Step 5
• their claim was NEF for another reason, go to Step 2
• for rejected claims see Item 2 in Table 3

If completing a manual NEF assessment. Go to Step 4.

Customer contacts after the claim was made not effective (NEF).

Check the following for the explanation:

• NEF Note/DOC
• progress Note/DOC
• customer letters on History Summary (HS) screen

Tell the customer:

• what information/documents are required
• their claim can only be assessed from the date all the required information is received

Has the customer provided all the requested information required to make the claim effective?

• Yes, go to Step 6
• No, go to Step 3

Tell the customer what is required to determine their claim.

The customer may have been told to provide information on the Next steps page of their claim.

• Check if the information has been requested, for example on the Next steps page of the online claim
• Contact the customer by phone if all required information can be provided by phone immediately
• 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 details cannot be provided by phone and/or have not been requested, send a Q777 via the Request Documents Q777 guided procedure

Time frames for return of documents/information

Customers are to provide:

• requested documents/information within 14 days (21 days for remote area or overseas customer)
• Tax File Number (TFN) and/or bank account details within 28 days

Allow extra time for mail delivery for resubmit dates.

Has the required information/documentation been received by the resubmit date?

• Yes, go to Step 6
• No:
• for FCC processing staff, go to Step 4
• for Non-FCC processing staff, create or record details on a Progress Note/DOC. Procedure ends here

To manually NEF a PPL claim:

• Select the PPL claim
• update new details provided in the new claim (phone, address, estimates)
• While processing the claim, go to the PPL Claim Summary (P1CS) screen. Current PPL claim information will display
• Key 'A' to go to the PPL Claim Action (P1CA) screen
• Manually update the P1CA screen:
• Action: select NEF (not effective)
• Reason: select the appropriate manual NEF code
• Effect Date: the date of receipt (DOR) of the pre-claim/post-claim
• Notes: outline the relevant details
• An error message will display if the information in each field does not correspond correctly with the NEF reason
• Finalise the activity on the Assessment Results (AR) screen
• Record the outcome using Fast Note - select Auto text, use Families > Claims > PPL Not effective Post/Pre birth

An automatic letter will be sent to advise the outcome except for reason OTH (Other). For reason 'OTH' a Manual Follow Up (MFU) will be created and a free text Q999 letter must be sent.

If an Assisted Customer Claim (ACC) cannot be used for the paper claim

If:

• the customer has not provided the requested information (such as nominated start date for their PPL period) within the allowable time frame, and
• there is not enough information contained in the paper claim to use the Assisted Customer Claim (ACC):
• make any required updates of new details that have been provided by the customer in the new claim (phone, address, estimates)
• use Fast Note - select Auto Text, use Families > Claims > PPL Not effective Post/Pre birth to record the claim outcome, and any other changes made to entitlement
• send a free text Q999 letter to the customer advising the outcome. See Resources page for suitable Q999 text

Procedure ends here.

NEF-PAC (Partial PPL entitlement already paid to the customer)

• If the claimant claims the full PPL entitlement for some, none or all of the days, and
• lodges another claim for the same child

The subsequent claim will be made not effective reason PAC-PPL already claimed by customer.

If a customer contacts, tell them what payments have been made and any outstanding payments still payable. For example any unclaimed Flexible PPL days.

Check if the customer was attempting to claim PPL days only. See Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023.

NEF-PAO (PPL already claimed by other claimants)

• If a primary claimant transfers the PPL period in full for a child born before 1 July 2023,, and
• gives permission for someone else to claim all the PPL Flexible days, and
• the secondary claimant claims the PPL period but not all the Flexible days, and
• the Primary claimant lodges another claim for the same child

The claim lodged by the Primary claimant will be made not effective with reason NEF-PAO (PPL already claimed by other claimants).

If a customer contacts, tell them what payments have been claimed and any outstanding Flexible PPL days still available.

Check if the customer was attempting to remove permission for any Flexible PPL days given to a secondary claimant. See Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023.

Go to Step 7.

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

If all requested information has been provided:

• Within 45 days of the date the claim was made NEF, and the financial year provided within the claim has not changed, then the claim can be assessed using the new information and the information from the initial claim
• DOR = the date the new information was provided
• Contact the customer if there are any concerns their circumstances have changed since the initial claim was submitted
• Within 45 days of the date the claim was made NEF, and the financial year provided within the claim has changed, obtain the relevant financial year income for the new PPL assessment
• After day 45 of the claim being made NEF and the financial year provided within the claim has not changed
• DOR = the date the new information was provided
• Contact the customer before processing the claim. Check if any details have changed since the 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
• If the child has been born/entered care, the customer will need to provide all information relevant to make an effective post-birth claim including the child details, birth verification and return to work details
• After day 45 of the claim being made NEF and the financial year provided within the claim has changed, tell the customer they must make a new claim

Non-FCC processing staff:

• Create a 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

If all requested information has been provided for a:

• NEF pre-birth claim, and the child has not been born/entered into care, go to Step 7
• NEF pre-birth claim and the child has now been born/entered into care, and all relevant information has been provided to make an effective post-birth claim, go to Step 8
• NEF post-birth claim, go to Step 8

NEF pre-birth and the child has not been born/entered into care

If all requested information has been provided:

• Within 45 days of the date the pre-birth claim was made NEF and the financial year provided within the claim has not changed, the claim can be assessed using the new information and the information from the initial claim:
• DOR = the date the new information was provided
• Contact the customer if there are any concerns their circumstances have changed since the initial claim was submitted
• Within 45 days of the date the pre-birth claim was made NEF, and the financial year provided within the claim has changed, get the relevant financial year income for the new PPL assessment
• After day 45 of the claim being made NEF and the financial year provided within the claim has not changed:
• DOR = the date the new information was provided
• Contact the customer before processing the pre-birth claim. Check if any details have changed since the 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
• If the child has not yet been born or entered care, contact the customer before processing the claim to confirm the remaining information from the initial claim
• If the child has now been born/entered care, the customer must provide all information relevant to make an effective post-birth claim including the child details, birth verification and return to work details
• After day 45 of the claim being made NEF and the financial year provided within the claim has changed, tell the customer they must make a new claim. Procedure ends here

Note: if the customer has lodged another pre-birth claim and the child is not yet born, this claim can be used to assess PPL entitlement for the customer.

Claim finalisation

See Processing standalone and combined claims for family assistance and/or Paid Parental Leave payments.

Procedure ends here.

If the pre-birth claim was NEF and the child has now been born/entered into care, the customer must provide all relevant information including the child's details and proof of birth. See Processing proof of a child's birth.

If all requested information has been provided:

• Within 45 days of the date the claim was made NEF, and the financial year provided within the claim has not changed, the claim can be reassessed using the new information and the information from the initial claim
• DOR = the date the new information was provided
• Contact the customer if there are any concerns that circumstances have changed since the initial claim was submitted
• After 45 days of the claim being made NEF and the financial year provided within the claim has not changed:
• DOR = the date the new information was provided
• Contact the customer before processing the claim. Check if any details have changed since the 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
• If no details have changed and the customer still meets all eligibility including primary care, return to work, etc. use the information from the original claim, new information and associated documentation
• If the customer’s circumstances have changed, request they lodge a new claim to be assessed for PPL
• After day 45 of the claim being made NEF and the and the financial year provided within the claim has changed, tell the customer they must make a new claim

If the customer has lodged a new online post-birth claim and provided all information to make the previous post birth claim effective, this online claim can be used to assess PPL entitlement.

Complete an Assisted Customer Claim (ACC) to generate a new claim

• DOR = the date the requested information (for example, post birth details) have been provided. (This may result in the PPL nominated start date being changed to a later date
• Use information from the initial claim to recreate and finalise the claim

If the customer has previously provided proof of birth and it is scanned on the record, it can be used for the claim. View the scanned image via Document Tools in Customer First.

Claim finalisation

See Processing standalone and combined claims for family assistance and/or Paid Parental Leave payments.

Procedure ends here.

Pre-birth and post-birth PPL claims can be rejected. Generally this will happen automatically based on the customer’s eligibility for payment. However, in some cases a manual rejection may be required.

Check the customer is not eligible for PPL and the reason to reject is correct.

If a manual rejection needs to be recorded:

• Select the PPL claim. While processing the claim, go to the PPL Claim Summary (P1CS) screen. Current PPL claim information will display
• Key 'A' to go to the PPL Claim Action (P1CA) screen
• On the P1CA screen:
• Action: select REJ (reject)
• Reason: select the appropriate manual rejection code
• Effect Date: key the date the rejection is to commence
• Notes: outline the relevant details for the cancellation

An error message will display if the information in each field is not consistent with the rejection reason.

Finalise the activity on the Assessment Results (AR) screen

If the manual rejection code is OTH, send the customer a manual free text (Q999) letter advising their claim is rejected and the reason. See Resources for suitable q999 text. When creating the Q999:

• Select PPL as the Service Reason
• Select option 1 to include the PPL Act reference. This will include the correct 28 day Appeal paragraph

Procedure ends here.

Review the claim details to see why the claim was rejected. Refer to the REJ DOC and/or letters for the explanation.

Discuss PPL 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. Generally, to be eligible for PPL, the customer must meet the work test, income test, care of the child, etc.

If the customer is contacting about:

• PPL/REJ-PAS (PPL already paid to customer), see Item 3
• PPL/REJ-PAP (PPL already paid to partner or another person), see Item 3
• PPL/REJ-BNR (Birth not registered), see Item 4
• has supporting evidence to allow the claim to be reassessed, advise the customer about PPL review and appeal time frames and what evidence is required to reassess the REJ assessment
• not having supporting evidence to allow the claim to be reassessed, advise them about PPL review and appeal rights
• believes the decision to reject their PPL claim is incorrect and no additional information is required for their new claim to be reassessed, see Item 5
• for a reason not listed, see Item 5

Customers can request a review and explanation of the rejection by a Subject Matter Expert (SME). If the customer still disagrees with the rejection following the SME explanation and requests a formal review, use the Internal Review/Explanation script to record the customer's application for a formal review.

If a customer contacts to discuss the REJ-PAS or REJ-PAS outcome, check the customer's record to confirm all PPL payments the customer was eligible to receive have been paid.

REJ-PAS (Full PPL entitlement already paid to customer)

For a PPL claim a child born or adopted before 1 July 2023, if the Primary claimant transfers the PPL period in full, and:

• gave permission for someone else to claim all the Flexible days, and
• the secondary claimant claims the PPL and all the Flexible days, and
• lodges another claim for the same child

The subsequent claim is rejected REJ-PAS.

REJ-PAP (Full PPL entitlement already paid to partner or another person)

For a PPL claim a child born or adopted before 1 July 2023, if the Primary claimant transfers the PPL period in full, and:

• gave permission for someone else to claim all the Flexible PPL days, and
• the secondary claimant claims the PPL period and all the Flexible days, and
• the Primary claimant lodges a claim for the same child

The Primary claimant claim is rejected REJ-PAP.

Or,

The Primary claimant has claimed all the PPL entitlement, and

• does not transfer any PPL period, or days to a secondary claimant, and
• the secondary claimant claims PPL

The secondary claimant claim is REJ-PAP.

If the customer believes the decision to reject their PPL claim is incorrect and no additional information is required for their new claim to be reassessed, see Item 5.

The customer advises they have registered or applied to register their child’s birth.

For Non-FCC processing staff:

• Create a 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

For FCC processing staff:

• Pre-Birth claim lodged: If the customer submitted a pre-birth claim and used the Newborn Child Declaration (FA081) form, Add Newborn child online service or mobile application to advise child details, a new claim activity will need to be indexed. This can be done using the Assisted Customer Claim (ACC). Use the original claim information provided in the pre-birth claim and post birth claim. Do not re-index the pre-birth online claim as this may result in the incorrect outcome of NEF-POB (proof of birth not provided within 56 days of nominated start date)
• Post birth claims lodged: If the customer submitted a Post-Birth claim only, this can be re-indexed once the customer advises they have registered or applied to register the birth of their child. This can be provided verbally. Note: if a customer is advising after day 45 and the financial year has changed, do not re-index the claim. Tell the customer to make a new claim
• The date of receipt of the claim is the date the customer confirmed they had registered or applied to register the birth of the child. The earliest nominated start date will be the new date of claim, or a later date as elected by the customer. This can be provided verbally. If the customer notifies:
• within 28 days of the child's date of birth (DOB).
  The nominated start date may be the child’s DOB or a later date as elected by the customer
• outside 28 days of the child's DOB.
  Date of receipt is the date they advise they have registered or applied to register the birth of the child
• The claim will grant after it has been allocated and fully reassessed with the birth registration status updated from No to Yes. In some circumstances the claim may reject for another reason, e.g. returned to work since becoming the primary carer (RWP). See Item 5 for rejection reasons other than BNR

Customer advises they have not registered or applied to register their child’s birth

The claimant must register or apply to register the birth of their child before PPL can be granted for the child. If the customer does not understand or does not agree with the decision, and they want to request an explanation or apply for a formal review, see Parental Leave Pay (PPL) employee initiated reviews and appeals. Procedure ends here.

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

Review the record and provide an explanation why the PPL 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 PPL claim to be reassessed, the customer needs to provide all requested information within 28 days of the rejection. In some circumstances, the customer may require more than 28 days to provide all of the required information, such as evidence from a specialist.

Did the customer provide all information within 28 days, or is the Service Officer satisfied the customer needed more time or a formal review resulted in the PPL rejection decision being set aside?

• Yes, complete a reassessment of the customer’s PPL entitlement:
• re-index the claim, go to Item 6
• No, advise the customer they must submit a new claim for a reassessment, or they can apply for a formal review, see Parental Leave Pay (PPL) employee initiated reviews and appeals

The date of receipt (DOR) used when re-indexing the claim will depend if the claim is a pre-birth or post birth claim:

• Pre-birth claim and the child is now born: Use the original date of receipt (DOR) of the post birth information
• Pre-birth claim and the child has not been born yet: Use the original date of receipt (DOR) of the pre-birth claim
• Post birth claim: Use the original date of receipt (DOR) of the post birth claim.

Note: if a customer is advising after the financial year has changed, new financial year estimates may need to be provided

For Non-FCC processing staff:

• Create a 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

For FCC processing staff:

Complete a reassessment of the customer's PPL entitlement. Contact the customer if there are concerns or circumstances that have changed since the initial claim was submitted.

Do not re-index the pre-birth online claim as this may result in the incorrect outcome. Index a new claim activity using the Social Online Application (SOA) using the original claim information provided in the pre-birth claim and post birth claim (FA081/Add Newborn).

To re-index the claim:

• Go to the Process Direct Landing Page
• Select Inbox
• In the Work Item Search, enter Claim ID in the Main Category and the Customer reference number (CRN). Select Go
• Select the claim displayed in the Work Item. Check the claim status is REJ
• Select > Re-Index Claim
• Re-index will generate a new receipt number
• Select and update date of receipt and Regenerate Claim
• See Pre-processing checks for standalone and combined claims for family assistance and/or Paid Parental Leave payments