Determining proof of rent for the Verification field on the Accommodation Details (AC) screen 108-18092616
Expand allStaff must start at Table 1 > Step 1. The following steps and tables are a step-by-step guide
Staff must use Customer First to complete accommodation updates unless:
- they are in a Process Direct transaction, or
- they are in a claim activity, or
- Operational Blueprint directs staff to use another system
This document outlines how to decide if verification of rent is needed. It also explains what to code in the Rent Verification field when verification is not needed, or if it is needed and has not yet been received.
On this page:
Rent verification
Table 1
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COVID-19 rent verification waiverThroughout this procedure, if the customer is partnered, check the partner record. Apply the same checks to both customer and partner. Was the customer's claim or updated accommodation details received during the relevant COVID-19 rent verification waiver period (before 25 September 2020) relevant to their payment type?
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Customer contact reasonHas the customer and/or partner contacted about a Rent Assistance (RA) Profile review or Location Intervention - Accommodation Certificate (SU657)?
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UPL and RVL verification codesThe following codes only apply when the customer updates their accommodation details using the online service:
To find the rent verification code that was determined by the online service:
Check if all of the following apply, the:
Do all of the above apply?
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Finalising the online service updateWhen finalising the online service update and the code UPL or RVL is to be applied, staff should not change the code unless it is incorrect. Based on the customer's circumstances, is the rent verification code of UPL or RVL correct?
Note: if there is reason to suspect the information provided is fraudulent, staff can use Rent Verification Required - RVR instead of UPL for customers who are paid RA with their income support payment. The decision to use RVR must be recorded in a DOC. Search RVR in the A-Z of Rent Assistance terms and codes for more details. | |
Rent paidIs the customer paying rent for their accommodation?
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Rent thresholdIs the rent paid above the applicable rent threshold?
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Payment of Rent Assistance (RA)Check the customer's entitlement to RARent Assistance (RA) eligibility criteria which apply to all customersAdditional RA eligibility criteria which apply to specific customer groupsPayability of Rent Assistance to customers in some situationsFor some customers not all of the rent paid is used when calculating RARA for Family Tax Benefit (FTB) and regular care child(ren)Assessing RA for customers in rental relief schemes and subsidy arrangements using:
Assessment of eligibility and accommodation update is to be done using information provided/available. Is the customer eligible for RA?
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Customer has children claiming/receiving ABSTUDY, YA or AICThe parent may not be eligible for a Services Australia payment, however a notional rate of FTB is calculated as part of the parental income test if:
Does the customer want to provide verification of rent?
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RA eligibility may changeThe customer may not receive RA at the time of notification however changes may occur making RA payable in the near future. For example:
If the customer will not be eligible in the near future
If the customer will become eligible in the near futureFor customers living in boarding style exempt accommodation, go to Step 16. For all other customers:
If this procedure was accessed from Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA) it will have opened in a new window. Close this procedure and return there | |
Government rentA primary tenant paying rent to a state/territory housing authority is not entitled to RA. A sub-tenant is entitled to RA when the state/territory housing authority:
Is the customer paying rent to a state/territory housing authority?
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Community housing organisationThe Electronic Verification of Rent (EVoR) service is used by some community housing organisations to automatically verify rent paid. When done, the rent verification shows as Verified electronically - VEE or as EXB EXC, EXE, EXR or EXV where the customer has a current exemption. Note: to check if an update is completed via EVoR, staff can view the AMR of the update on the ES or HAL screens, checking the source = AUTO and keywords = EVoR. Has EVoR been used to verify the rent as Verified Electronically - VEE and are all details on the AC screen are correct?
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Income support or Family Tax Benefit (FTB) claim or transferCheck if all of the following apply:
Do all of the above apply?
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Timeframe since previous verificationAccommodation details will not need to be re-verified, however if and how the Accommodation History (ACS) screen is updated depends on when the previous rent verification was last recorded. Has the current accommodation been verified within 12 months of the new claim/transfer?
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Verified within 12 months of new claim or transferThe current accommodation has been verified within 12 months of new claim/transfer and further verification is not needed where:
For all other circumstances, do not recode the Rent Verification field, go to Step 20. | |
Non-boarding style exempt accommodationVerification is not needed when the customer is living in:
For more details, review the definition for exempt accommodation or search exempt accommodation in the A-Z of Rent Assistance terms and codes. Does the customer live in one of the above?
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Boarding style exempt accommodationCustomers do not need to provide rent verification when they live in exempt accommodation. This also applies for ABSTUDY secondary students:
For more details, review the definition for exempt accommodation or search exempt accommodation in the A-Z of Rent Assistance terms and codes. Is the customer living in exempt accommodation?
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Retirement villageVerification is not needed when the customer is living in a retirement village and they are regarded as a non-homeowner due to the amount of the entry contribution. Is the customer living in a retirement village?
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Reduced verification for rent assistanceDoes the customer meet reduced verification for rent assistance?
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Verification is neededTell the customer what options they have to verify their rent. Include in the DOC why the customer does not meet reduced verification for rent assistance rules. If verification:
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Verification not neededIf the customer is present or on the phone, tell the customer they:
If rental verification has been provided and it was not needed:
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is able to Verification not provided
Table 2
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Check customer circumstancesIs the customer in financial hardship or affected by an emergency/natural disaster:
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Financial hardship rent verification provisionsIf the customer is in financial hardship or has been affected by emergency/natural disaster Financial hardship rent verification provisions may apply. Review: Financial hardshipFinancial hardship rent verification provisions can be used to extend the date verification is due:
Financial hardship rent verification provisions apply if the customer:
Customers with a 28 day extension to verify their rent who fail to do so will have RA stopped. Emergency/natural disasterDue to an emergency/natural disaster, a customer:
Affected customers may:
Financial hardship rent verification provisions can apply in these situations. | |
Extending the date verification is dueCheck if the customer is still receiving RA. RA has stopped if the code in the Rent Verification field on the AC screen is Not Verified - NVE. Is the customer still receiving RA at the time of contact?
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New claim for FTBDifferent coding is needed if the customer claiming FTB receives RA with an ISP at the time of the claim, and:
If these circumstances apply to the customer and the FTB claim is a:
If these circumstances do not apply to the customer:
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New claim for ISP or ABSTUDYIf the customer is already receiving FTB, check if the RA will be paid with FTB or with the primary benefit. Is the customer already receiving FTB and RA will be paid with FTB?
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New claim for DSPIf the customer is already receiving FTB, check if the RA will be paid with FTB or with the primary benefit. Is the customer already receiving FTB and RA will be paid with FTB?
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DSP claim continuedSelect the relevant option: Where the claim is being finalised and ACS has not been updated as part of a SAD activityWhere DSP is being granted:
Where the DSP is being rejected and the customer is not in receipt of an ISP or FTB:
Where the DSP is being rejected and the customer is in receipt of another ISP or FTB and ACS has either:
Where ACS is being updated as part of SAD at streaming
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DSP NCL finalised after SADWhen finalising a DSP claim following ACS being updated in a SAD activity at streaming, where the customer and/or partner was either: In receipt of ISP/FTB when SAD was applied and the verification code of:
Not in receipt of ISP/FTB when SAD was applied
Where the DSP claim is being granted:
Where the DSP claim is being rejected:
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Check customer circumstancesReview Customers receiving RA with their primary payment instead of FTB to determine which payment RA is payable with.
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RA paid with FTBIs the customer currently receiving RA with FTB or FTB is being granted and RA will be paid with FTB?
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Advice to customerTell the customer to provide verification of the type of accommodation and the amount of rent paid. If the customer is having difficulty contacting their landlord, their landlord has refused to sign a SU523HD or they are travelling and move regularly consider providing them with a Renting Declaration (SU336M).
If the customer is:
If the customer does not provide verification within 28 days:
If this procedure was accessed from Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA) it will have opened in a new window. Close this procedure and return there. |
return the required documents using 
view, print and save their SU523HDs for up to 19 weeks. This is done from the Request a document option in their Centrelink online account