Special Benefit (SpB) reviews 003-08070000

Customers may be affected by family and domestic violence, be aware of cues or disclosures. If the customer is with another person, on speaker phone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the Family and Domestic Violence Support Model process.

If a child is in immediate danger or risk of harm you must act, and a delegate must call 000. If you have concerns about a child’s safety, conduct the risk and referral process.

Some parts of this process can only be done by SpB processing teams.

Step	Action
1	Customer details Staff must remind the customer to tell Centrelink about any change to their or their partner’s circumstances within 14 days to avoid overpayment. A customer and partner’s change in circumstances includes, but is not limited to: Name Relationship status Address, including any temporary or postal Contact details, for example phone and email Rent or accommodation arrangement Visa Employment Self-employment Income Foreign pension Child’s care arrangements Nominee arrangements In-kind or financial support Study Scholarship If a dependent child is receiving SpB because their custodial parent/guardian is not residentially qualified for a payment, check if the custodial parent/guardian has now been granted a permanent or qualifying temporary visa. If applicable, help them apply for the appropriate payment. If the parent/guardian is still holding a non-qualifying visa, remind them to notify Centrelink of any change in circumstances to their, their partner, and their SpB child within 14 days. See General notification provisions and exceptions. Staff must confirm that the customer's contact details are correct at every customer contact. This includes phone numbers, email address, home and postal addresses. Is the customer subscribed to Electronic Messaging or Online Letters? Yes, go to Step 3 No, go to Step 2
2	Electronic Messaging and Online Letters Help the customer to set up self-service for Electronic Messaging. Select the option to get an SMS if they are the only user of their phone number. The customer can update their details online and submit online claims when they are eligible. Go to Step 3.
3	Tax File Number (TFN) Check if the customer has supplied a TFN on the Tax File Number details (TFN) screen. If the customer is under 16 years and has an exemption, tell them to apply for a TFN. The customer will need a TFN when they turn 16 years and apply for a new payment. Go to Step 4.
4	Identity status Check if the customer has a Confirmed Identity status in the Identity Confirmation Dashboard and follow up as appropriate. For more details, see Identity Confirmation. For non-SpB processing staff, go to Step 5. For SpB processing staff, go to Table 2.
5	SpB cancelled 'Review Not Lodged' (RNL) or 'Eligibility End Date Reached' (EED) If a customer’s payment is cancelled because of ‘Review Not Lodged’ (RNL) or ‘Eligibility End Date has Reached’ (EED), staff must: check the customer has contacted within 13 weeks of the date the suspension/cancellation decision was notified create an open work item using Fast Note: select Auto Text, use Special Benefit > Reassessment of Finalised Review > Special Benefit Review Reassess complete the details in the template and select Confirm tell the customer that the agency will restore their SpB payment if they remain eligible SpB cannot be restored if it is more than 13 weeks after the customer was notified of the decision to cancel or suspend SpB. The customer must reclaim the payment Go to Step 6.
6	Eligibility for another payment within 13 weeks Staff must check: if the customer has turned 16 or is turning 16 within 13 weeks if the customer is an Australian citizen or a permanent resident who has served, or is exempt from the Newly Arrived Resident’s Waiting Period (NARWP) if the customer meets the Qualifying Residence Period, or has a Qualifying Residence Exemption (QRE) for another payment within 13 weeks if the customer is living with a non-resident parent or guardian, whether the parent or guardian has been granted a qualifying visa for Family Tax Benefit or Social Security pension/benefit payments the Immigration datalink on the Immigration Enquiry (RSIMME) screen (if required) Is the customer eligible for another payment within 13 weeks? Yes, go to Step 7 No, action the activity and/or the customer’s enquiry as appropriate. If SpB is suspended, cancelled or a change in customers circumstances affect the rate of payment or qualification for SpB and staff are not trained in SpB, create a Fast Note for SpB processing staff to action. Fast Note > Special Benefit > Update > SpB action required. Procedure ends here.
7	Eligible for another payment within 13 weeks For SpB young customers who are 16 or turning 16 years in the next 13 weeks, go to Special Benefit customer turns 16. Procedure ends here. For other SpB customers, check all relevant details on the customer’s record to review any action taken. This includes: previous discussions with the customer Display on Access (DOA) documents Document List (DL) screen and notes in Process Direct scanned images in Document Tools or Document Icon letters sent if a new claim has been submitted the customer’s current circumstance any vulnerabilities requiring referral to a social worker if Restricted Access is in place, see Restricted Access and eligibility If help is needed, see Tier 0 technical support - self-sufficiency Has the customer lodged a new claim for another payment? Yes, go to Step 8 No, go to Step 9
8	Immediate claim processing Check the progress of claim DOC and create a Fast Note to ask for immediate processing if appropriate. See Immediate new claim and non-new claim priority processing. Procedure ends here.
9	Helping customers submit a new claim Customers can submit most claims up to 13 weeks early. Customers and staff can use the Payment and Service Finder to identify the best payment to claim based on the customer’s circumstances. Help the customer submit a new claim for another payment. Run an Assisted Customer Claim (ACC) to submit the appropriate payment and create a Fast Note to request immediate processing if appropriate. For more details, see Immediate new claim and non-new claim priority processing. If staff are unable to submit an ACC, tell the customer to lodge a new claim as soon as possible to avoid SpB suspension or cancellation. Clearly record all discussions and actions taken in a DOC. Include: why the customer was unable to lodge the claim if the customer is experiencing vulnerabilities consider recording an intention to claim

SpB Processing team – file review

Table 2: this table outlines the actions SpB Processing staff must take when completing a SpB file review.

Expand table

Step	Action
1	SpB file review through an MFU or other activities An MFU is created when a customer is current on SpB and: has a review date (Eligibility End Date -EED) in 21 days has a review date (EED) 1 to 14 days in the past (if the 13 week file review has not been actioned) turns 16 in 13 weeks is 16 years or older See details of MFU in Resources tab. When SpB processing staff are allocated an MFU or other activities, check if: SpB is cancelled 'Review Not Lodged’ (RNL) or 'Eligibility End Date Reached' (EED) and restore SpB if the customer is eligible. See Restoration of JobSeeker Payment (JSP), Youth Allowance (job seeker) and Special Benefit (SpB) the customer is eligible for another payment in the next 13 weeks If the customer is 16 or turning 16 in the next 13 weeks, see Special Benefit customer turns 16. Procedure ends here. For all other customers: Activate the Immigration datalink through the Immigration Enquiry (RSIMME) screen to confirm the customer’s current visa and residence status. See Recording legal residence status Check if the customer has served or is exempt from: the Newly Arrived Resident's Waiting Period (NARWP) and meets the qualifying residence period or has a Qualifying Residence Exemptions (QRE) for the relevant payment and is eligible for another payment. For more details, see Newly Arrived Resident's Waiting Period (NARWP) and Qualifying Residence Exemptions the 10 year Australian residency period to test eligibility for Age Pension (AGE) or Disability Support Pension (DSP) payments. Alternative qualification criteria may apply for some women when they became widowed. For more details, see Residence assessment for customers claiming Age Pension Australian payments paid under the terms of an international social security agreement. For more details, see International Social Security Agreements the JobSeeker Payment (JSP) or Youth Allowance (YA) New Zealand 10 year residence exemption. For more details, see New Zealand 10 year residence exemption If the customer is receiving Carer Allowance, check if they meet the residence requirement for Carer Payment There are no age requirements for Parenting Payment (PP) or Carer Payment (CP). If the customer is getting SpB because they have not met the residence requirements for PP or CP, check if: they now meet the residence requirements, including the lone parent exemption. See Newly Arrived Resident's Waiting Period (NARWP) and Qualifying Residence Exemptions will meet the residence requirements in the next 13 weeks they have a Qualifying Residence exemption Is the customer eligible for another payment in the next 13 weeks? Yes, go to Step 2 No, go to Step 8
2	Customer is eligible for another payment Customers can submit most claims up to 13 weeks early. If staff identify the customer has met or will meet the age and residence requirements for another payment in the next 13 weeks and no claim is submitted, they must make genuine attempts to contact by phone. If the customer is subscribed to SMS, send a pre-call SMS before calling. Is customer contact successful? Yes, go to Step 3 No, go to Step 4
3	Successful contact If the outbound call is successful and the customer agrees to claim another payment, staff must: start an Assisted Customer Claim (ACC) and include details about the customer's current circumstances and submit a claim for another payment after the ACC is submitted, create a Fast Note to ask for immediate processing after submitting the ACC. For more details, see Immediate new claim and non-new claim priority processing If the outbound call is successful and staff are unable to submit an ACC at that time, they must: confirm the customer’s contact details and their current circumstances to identify the most appropriate payment tell the customer they should apply for another more appropriate payment and that their SpB may suspend or cancel if another payment is payable. Tell the customer t they can lodge an early claim for an eligible payment up to 13 weeks before their first day of qualification for payment Go to Step 5.
4	Unsuccessful contact If the contact attempt is unsuccessful and the customer’s/nominee/authorised representative’s phone numbers are: still current, hold the MFU using Hold to User to follow up the next working day. If not appropriate to use Hold to User, place the MFU on hold for allocation to another staff member the next working day. See Workload Management disconnected or not in use, no further contact attempts are needed. End date the phone number as appropriate. If after genuine attempts to contact by phone, no claim is submitted, Go to Step 5.
5	Special Benefit Manual Invite letter Has an SpB Manual Invite Letter asking the customer and correspondence nominee (if applicable) to apply for a payment already been sent? Yes, go to Step 6 No, send the initial Special Benefit manual invite. See Special Benefit letter templates. Go to Step 12
6	Special Benefit Manual S63 Notice Has an SpB Manual S63 notice already been sent to the customer and correspondence nominee (if applicable)? Yes, go to Step 7 No, send the Special Benefit manual S63 notice, include a due date of 21 days in the letter. See Special Benefit letter templates. Go to Step 12
7	Any reasonable excuse for non-compliance Check if the customer has contacted Centrelink about the letter. If the customer has contacted Centrelink about the letter, they can remain on SpB (if eligible) until the new payment is payable. Go to Step 12. If the customer has not contacted Centrelink about the letter, determine if the: requirement in the S63 notice was reasonable customer has a reasonable excuse for not complying and if it is reasonable to apply S64(1) Does the customer have a reasonable excuse for non-compliance? Yes, go to Step 8 No, SpB may be suspended. See Table 3
8	File review At each review, staff must use all available details on the record to determine the customer's ongoing eligibility for SpB and rate of payment. Staff must review all relevant: Display on Access (DOA) documents Document List (DL) screen andNotes in Process Direct Scanned images on Document Tools or Document Icon in Process Direct Staff must review: if the customer has a change in circumstances to reassess SpB qualification and rate of SpB the Accommodation (ACS) screen and the Address Details (ADS) screen. Update this including any postal or temporary address if needed If ‘No Rent Paid’ (NRP) is coded, update to ‘Free Board and/or Lodging’ if the customer is receiving regular support. For more details see Rates of payment for Special Benefit (SpB) the SPL Other Details (NSOD) screen for the correct SpB category and update if needed. For more details, see, Special Benefit (SpB) categories if the customer has supplied a Tax File Number (TFN) and if follow up is required if the customer has a Confirmed Identity status in the Identity Confirmation Dashboard and follow up as appropriate. For more details, see Identity Confirmation if the customer got income from any source (including partner income and any income earned or unearned) and check that it is correct if the customer is under the Assurance of Support (AoS) category and the AoS period is current: if AoS is current, check if the assurer/s is giving adequate support and determine ongoing eligibility for SpB. See Assuree makes a claim for an Assurance of Support (AOS) recoverable payment if AoS has expired on the Assuree Arrival Details (AOAE) screen (AOE/EXP status) and the customer remains qualified for SpB, update the correct category on the NSOD screen if the customer is subject to mutual obligation and meets the requirements. See Mutual obligation requirements for Special Benefit (SpB) if the customer is an Australian Citizen Child or Permanent Resident Child, see Special Benefit (SpB) for Australian Citizen Child (ACC) and Australian permanent resident children For all other customers, go to Step 9.
9	Request for Information (RFI) Staff must only send a Request for Information (RFI) if needed to determine the customer’s ongoing eligibility. This includes if the customer is likely to lose qualification for SpB in the current or next review period. To send a Request for Information (RFI) under S63, see Requesting information (CLK). Make genuine attempts to contact the customer by phone to tell them they will get an RFI. Successful contact: Staff must be alert for any vulnerable circumstances, including domestic and family violence or suicide distress. In these circumstances, staff must clarify the customer's statement and offer appropriate internal or external referrals. This may include a referral to a social worker. If unsure, contact Local Peer Support. For more details, see Tier 1 technical support - Local Peer Support (LPS) Read the script to the customer: The requested information is required to assess your continued entitlement for Special Benefit. This request has been made under Section 63 of the Social Security (Administration) Act 1999. If you do not comply with the requirements of this notice your Special Benefit may be stopped unless we are satisfied that you have a reasonable excuse for non-compliance. You must notify Centrelink of any change in circumstances within 14 days to avoid a potential overpayment. This can include income, small change to asset values, relationship, study, caring responsibility, employment, noting any change in circumstances may impact your payment and rate. Can you please acknowledge that you fully understand this request and the consequence for not providing the requested information? Annotate the RFI DOC with all relevant details and include this text: ‘The requested information is required to assess your continued entitlement for Special Benefit. This request has been made under Section 63 of the Social Security (Administration) Act 1999. If you do not comply with the requirements of this notice your Special Benefit may be stopped unless we are satisfied that you have a special circumstances for non-compliance (section 64 of the Social Security (Administration) Act 1999).’ ‘Customer acknowledged that they fully understood this request and the consequence for not providing the requested information: [Yes/No].’ Unsuccessful contact: Annotate the RFI DOC with all relevant details and include this text: ‘The requested information is required to assess your continued entitlement for Special Benefit. This request has been made under Section 63 of the Social Security (Administration) Act 1999. If you do not comply with the requirements of this notice your Special Benefit may be stopped unless we are satisfied that you have a reasonable excuse for non-compliance (section 64 of the Social Security (Administration) Act 1999).’ Place the MFU and RFI activities on hold with a due date after the time allowed to respond. When the RFI is due, go to Step 10.
10	RFI is due If the customer does not supply the details needed, make genuine attempts to contact the customer by phone to follow up the requested documents: Successful contact Determine if the S63 was reasonable and if the customer has a reasonable excuse under S64 (this includes any medical condition, injury, incidents or circumstances preventing the customer to comply with the requirement) If determined the customer has a reasonable excuse and they need an extension: Code 14 days extension to the RFI to give the customer time to supply the required details Read this script to them: The requested information is required to assess your continued entitlement for Special Benefit. This request has been made under Section 63 of the Social Security (Administration) Act 1999. If you do not comply with the requirements of this notice your Special Benefit may be stopped unless we are satisfied that you have a reasonable excuse for non-compliance. You must notify Centrelink of any change in circumstances within 14 days to avoid a potential overpayment. This can include income, small change to asset values, relationship, study, caring responsibility, employment, noting any change in circumstances may impact your payment and rate. Can you please acknowledge that you fully understand this request and the consequence for not providing the requested information? Annotate the RFI DOC. For more details, see the Process page > Process Direct subtab > Table 2 > Step 8 in Requesting information If determined the customer does not have a reasonable excuse make a decision to apply S64(1) to the customer, suspend the payment under S80(1) because SpB is not payable tell the customer their payment is suspended for reason 'Failed to reply to correspondence (FRC)'. See Advising verbally of an unfavourable decision Unsuccessful contact Make a decision to apply S64(1) and suspend the payment under S80(1) because SpB is not payable. To suspend the payment, see Table 3 > Step 2. Then create a Manual Review, go to the Review Registration (RVR) screen and enter the following: Service Reason: SPL Review Reason: FRC Susp - Failed Reply Corres Due Date: 21 days from today’s date Text: Check if the customer has provided requested information. If the customer has provided requested information, reassess SpB and restore if eligible. If the customer has not provided requested information, cancel SpB FRC from DPT + 1 and DOC record. Keyword: FRCSPL Date of Receipt: today’s date Source: INT When the Manual Review is due, go to Step 11.
11	Manual Review is due When the manual review is due, check if the customer has supplied the requested information. If the customer has: supplied the requested information: reassess and restore SpB if the customer is eligible record details of the restoration in a DOC. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Restore (Payment Type) DOV. See Restoration of JobSeeker Payment (JSP), Youth Allowance (job seeker) and Special Benefit (SpB) not supplied the requested information, cancel SpB with reason FRC on the BA screen Is the customer eligible for SpB? Yes, go to Step 12 No, go to Step 16
12	SpB period ‘SpB period’ is a legal requirement to determine how long the customer may be eligible for SpB based on individual circumstances. Staff must consider all relevant factors to determine the ‘SpB period’ and document in the customer record. Staff determine the ‘SpB period’ appropriate for the individual customer’s circumstances by considering: when the customer will become eligible for another payment when the customer would be able to earn a sufficient livelihood for themselves and their dependants Go to Step 13.
13	SpB Review Date Policy requires a file review is completed every 13 weeks. When completing each file review, staff update the review date (EED) to 13 weeks in the future on the NMIS screen. This triggers the next review in 13 weeks. Note: If the customer has a visa end date earlier than 13 weeks in the future, Process Direct will prevent coding the review date (EED) of 13 weeks in the future. Staff must use a workaround by coding the 13 week review date (EED) in Customer First or Customer Record. Go to Step 14.
14	SPL Start Date (NSOD) screen Staff must: code $0 in the Available Funds $ field on the NSOD screen determine if the customer requires SpB for more than 13 weeks Code the NSOD screen: Date of Event: change to reflect the most recent change in circumstances SPL Category: change if another category becomes more appropriate Payable Under: change if appropriate Available Funds Test: LAF or SAF as appropriate Available Funds: $0 to stop the automatic rejection/cancellation resulting from coding of available funds on the customer’s record 2 weeks maximum rate: $0 Warning Message ‘W011NM EED is more than 13 weeks in future for Short Term Customer’ presents on the SWE screen if SAF is coded on the NSOD screen and the Review Date (EED) is more than 13 weeks from Date of Commencement (DOC) on the NSL screen. Staff must update the Review Date (EED) to less than 13 weeks on the NSL screen. If updating the Available Funds $ and 2 weeks maximum rate fields in Process direct, code $0.01. Go to Step 15.
15	Update record Finalise activities and record the update in a DOC: Finalise the MFU activity on the Activity List (AL) screen in Customer First or Customer Record If contact with the customer is successful, record Intent to claim for vulnerable customers for backdating provisions if appropriate. Note: if the new payment is assessed with a future start date or a new claim is submitted, no customer contact is needed. Create a DOC using Fast Note – select Auto text, Special Benefit > Special Benefit > Special Benefit 13 Week File Review. Include: the decision to apply the SpB period, and all relevant factors considered to make the decision customer qualifies for SpB under S729, next review date (EED), contacts with customer/nominee, unsuccessful contacts, discussions held, decisions made, available funds test, letters sent, action taken and action required to minimise the need for additional future customer contact Procedure ends here.
16	Customer is not eligible for SpB Staff must not cancel SpB with reason 'Not considered to be in Hardship (HAR)'. For more details see, Special Benefit (SpB) - long term available funds test. If the customer: has other means of support (financial or in-kind support), manually cancel with reason 'Other Means of Support Available (OSA)' can earn a sufficient livelihood, manually cancel with reason 'Other (OTH)' and send a Q134 manual letter. For more details, see Creating a Q134 letter is studying full time for more than 12 months, manually cancel with reason ‘Other (OTH), and create Q134 letter using the Manual letter template on the Resources page At all times, staff must: make genuine attempts to contact the customer by phone, before they make an unfavourable decision send a pre-call SMS if the customer has registered for Electronic Messaging before they call the customer tell the customer about the decision and reason. See Advising verbally of an unfavourable decision and Calling a customer or returning a customer's call To cancel SpB, go to the Benefit Action (BA) screen and code: Svc Rsn: SPL Action: CAN Reason: use field help (?) or see Cancellation, Suspension and Rejection reason codes (CLK) Effect date: Date of cancellation or select (Enter) to let the date of effect default Source and DOR Go to the Assessment Results (AR) screen. When staff use the cancellation code Other (OTH) as a workaround, stop the letter on the Actions (ASC) screen. Staff must send a manual Q134 letter. Finalise the MFU in Customer First or Customer Record. Record the details in a DOC, use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel Reason. For more details, see Cancellation of payments.

Suspending SpB, actioning manual reviews and customer contact within 13 weeks of cancellation

For SpB Processing staff

Table 3: this table outlines how to suspend SpB after a Special Benefit Manual S63 notice is sent and staff determine the customer does not have a reasonable excuse for non-compliance and it is reasonable to apply S64(1). It also includes how to action the manual review created when the payment is suspended.

Expand table

Step	Action
1	Suspending SpB, actioning manual reviews and customer contact within 13 weeks of cancellation Staff suspend the payment if they determine: the requirement in the Special Benefit Manual S63 notice was reasonable the customer did not have a reasonable excuse for not complying, and it is reasonable to apply S64(1) To suspend the payment because SpB is not payable under S80(1), go to Step 2. If a manual review is due or the customer contacts, go to Step 4. If the customer contacts within 13 weeks of cancellation, go to Step 9.
2	Suspend SpB Suspend SpB with reason 'FRC - Failed to Reply to Correspondence’. Go to the Benefit Action (BA) screen: Svc Rsn: SPL Action: SUS Reason: FRC - Susp - Failed Reply Corres. See Cancellation, Suspension and Rejection reason codes (CLK) Effect Date: DPT + 1 Source: INT Date of Receipt: Today’s date Go to the Assessment Results (AR) screen to finalise the activity. Record details in a DOC, use Fast Note – select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel Reason. Include the reason for suspension and relevant details: contacts with customer/nominee unsuccessful contacts discussions decisions letters issues action taken action required when customer contacts Centrelink See Suspension of payments (CLK). Go to Step 3.
3	Create Manual Review Create a manual review to check if the customer has contacted Centrelink in 21 days. Go to the Review Registration (RVR) screen, and enter the following: Service Reason: SPL Review Reason: Susp - Failed Reply Corres Due Date: 21 days from today’s date Text: Check if the customer has contacted Centrelink and submitted a new claim for the appropriate payment. If the customer has contacted Centrelink, restore SpB if customer is eligible and DOC record. If the customer has not contacted Centrelink, cancel SpB and DOC record. Keyword: FRCSPL Source: INT Date of Receipt: Today’s date See How to code and action a manual review. Procedure ends here.
4	Manual review is due or customer contacts When the SpB Manual Review is due or the customer contacts, if the: New payment is granted or assessed with a future start date, go to Step 5 claim is submitted but not finalised, go to Step 6 customer has contacted Centrelink but did not submit a claim, go to Step 7 customer has not contacted and no claim is submitted, go to Step 8
5	New payment granted or assessed with future start date If the customer is current on the new payment and SpB is cancelled: Finalise the manual review activity DOC the customer record If the customer is assessed with a future start date and SpB has suspended or cancelled: Restore SpB if the customer is eligible Update the review date (EED) to 13 weeks in the future on the Miscellaneous Update Details (NMIS) screen Determine the ‘SpB period’ Record details of the restoration on a DOC. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Restore (Payment Type) DOV. For more details, see Restoration of JobSeeker Payment (JSP), Youth Allowance (job seeker) and Special Benefit (SpB) Update the NSOD screen if appropriate Finalise the manual review activity Procedure ends here.
6	Claim submitted but not finalised Staff must: check the progress of claim DOC and any outstanding documents. For more details, see Immediate new claim and non-new claim priority processing restore SpB if the customer is eligible update the review date (EED) to 13 weeks in the future on the NMIS screen determine the ‘SpB period’ record details of the restoration on a DOC. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Restore (Payment Type) DOV. See Restoration of JobSeeker Payment (JSP), Youth Allowance (job seeker) and Special Benefit (SpB) update the NSOD screen if appropriate Finalise the manual review activity Procedure ends here.
7	Customer has contacted but did not submit a claim Staff must: make genuine attempts to contact by phone to run an ACC where possible. If ACC is run, see Immediate new claim and non-new claim priority processing restore SpB if the customer is eligible, because the customer has complied with the S63 notice to contact Centrelink. This is regardless of whether staff run an ACC update the review date (EED) to 13 weeks in the future on the NMIS screen record details of the restoration on a DOC. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Restore (Payment Type) DOV. See Restoration of JobSeeker Payment (JSP), Youth Allowance (job seeker) and Special Benefit (SpB) update the NSOD screen if appropriate Finalise the manual review activity Procedure ends here.
8	Customer has not contacted and no claim submitted Staff must make genuine attempts to contact by phone. If contact is successful, run an ACC where possible. If ACC is run, see Immediate new claim and non-new claim priority processing. Whether an ACC is run or not, if SpB is suspended, restore it if the customer is eligible. Record an Intent to claim for vulnerable customers for backdating provisions if appropriate If contact is unsuccessful and using the customers record it is determined the customer does not have a reasonable excuse for non-compliance, manually cancel SpB because SpB is not payable under S80(1). Go to the Benefit Action (BA) screen: Svc Rsn: SPL Action: CAN Reason: FRC - Susp - Failed Reply Corres. See Cancellation, Suspension and Rejection reason codes (CLK) Effect Date: Date of suspension Source: INT Date of Receipt: Today’s date Go to the Assessment Results (AR) screen to finalise the activity. Record details in a DOC, use Fast Note – select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel Reason. Include the reason for suspension and relevant details: contacts with customer/nominee unsuccessful contacts discussions decisions letters issues action taken action required when customer contacts Centrelink See Cancellation of payments (CLK). Procedure ends here.
9	Customer contacts within 13 weeks from cancellation If the customer has contacted Centrelink within 13 weeks from the date of cancellation: If a claim is submitted check the progress of claim DOC and any outstanding documents. See Immediate new claim and non-new claim priority processing If the customer did not submit a claim, run ACC where possible. If an ACC is run, see Immediate new claim and non-new claim priority processing Whether an ACC is run or not, restore SpB if the customer is eligible as they have complied with the S63 notice to contact Centrelink Update the review date (EED) to 13 weeks in the future on the NMIS screen Determine the ‘SpB period’ Record details of the restoration on a DOC. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Restore (Payment Type) DOV. For more details, see Restoration of JobSeeker Payment (JSP), Youth Allowance (job seeker) and Special Benefit (SpB) Finalise the manual review activity Note: do not restore SpB if the cancellation is more than 13 weeks ago.

Operational Information

Special Benefit (SpB) reviews 003-08070000

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All staff - Special Benefit customer contacts or processing activities

SpB Processing team – file review

Suspending SpB, actioning manual reviews and customer contact within 13 weeks of cancellation