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
- use Customer First to complete accommodation updates unless within a Process Direct Transaction or Claim activity
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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Step |
Action |
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1 |
COVID-19 rent verification waiver + Read more [1] Throughout 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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2 |
Customer contact reason + Read more [2] Has the customer and/or partner contacted about a Rent Assistance (RA) Profile review or Location Intervention - Accommodation Certificate (SU657)?
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3 |
UPL and RVL verification codes + Read more [3] The 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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4 |
Finalising the online service update + Read more [4] When 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. |
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5 |
Rent paid + Read more [5] Is the customer paying rent for their accommodation?
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6 |
Rent threshold + Read more [6] Is the rent paid above the applicable rent threshold?
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7 |
Payment of Rent Assistance (RA) + Read more [7] Check the customer's entitlement to RA Rent Assistance (RA) eligibility criteria which apply to all customers Additional RA eligibility criteria which apply to specific customer groups Payability of Rent Assistance to customers in some situations For some customers not all of the rent paid is used when calculating RA RA 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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8 |
Customer has children claiming/receiving ABSTUDY, YA or AIC + Read more [8] The 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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9 |
RA eligibility may change + Read more [9] The 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 + Read more [10]
If the customer will become eligible in the near future + Read more [11] For customers living in boarding style exempt accommodation, go to Step 15. 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 |
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10 |
Government rent + Read more [12] A 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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11 |
Community housing organisation + Read more [13] The 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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12 |
Income support or Family Tax Benefit (FTB) claim or transfer + Read more [14] Check if all of the following apply:
Do all of the above apply?
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13 |
Timeframe since previous verification + Read more [15] Accommodation 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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14 |
Non-boarding style exempt accommodation + Read more [16] Verification 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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15 |
Boarding style exempt accommodation + Read more [17] Customers 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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16 |
Retirement village + Read more [18] Verification 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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17 |
Reduced verification for rent assistance + Read more [19] Does the customer meet reduced verification for rent assistance?
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18 |
Verification is needed + Read more [20] Tell 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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19 |
Verification not needed + Read more [21] If the customer is present or on the phone, tell the customer they:
If rental verification been provided and it was not needed:
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is able to Verification not provided
Table 2
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Step |
Action |
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1 |
Check customer circumstances + Read more [22] Is the customer in financial hardship or affected by an emergency/natural disaster:
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2 |
Financial hardship rent verification provisions + Read more [23] If the customer is in financial hardship or has been affected by emergency/natural disaster Financial hardship rent verification provisions may apply. Review: Financial hardship + Read more [24] Financial 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 disaster + Read more [25] Due to an emergency/natural disaster, a customer:
Affected customers may:
Financial hardship rent verification provisions can apply in these situations. |
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3 |
Extending the date verification is due + Read more [26] Check 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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4 |
New claim for FTB + Read more [27] Different 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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5 |
New claim for ISP or ABSTUDY + Read more [28] If 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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6 |
New claim for DSP + Read more [29] If 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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7 |
DSP claim continued + Read more [30] Select the relevant option: Where the claim is being finalised and ACS has not been updated as part of a SAD activity + Read more [31] Where 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 + Read more [32]
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8 |
DSP NCL finalised after SAD + Read more [33] When 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: + Read more [34]
Not in receipt of ISP/FTB when SAD was applied + Read more [35]
Where the DSP claim is being granted:
Where the DSP claim is being rejected:
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9 |
Check customer circumstances + Read more [36] Review Customers receiving RA with their primary payment instead of FTB to determine which payment RA is payable with.
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10 |
RA paid with FTB + Read more [37] Is the customer currently receiving RA with FTB or FTB is being granted and RA will be paid with FTB?
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11 |
Advice to customer + Read more [38] Tell 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. |