This document outlines how to action Address, Accommodation and Contact Details (AAC) - Customer Task work items. This includes reviewing information provided by the customer and follow up action needed.
Action AAC - Customer Task (ZCOC_SAARA) work item
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Step |
Action |
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1 |
ZCOC_SAARA work item + Read more ...
This work item is:
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created when an online Address, Accommodation and Contact details (AAC) update needs the customer to complete a task or action. The work item allocates to staff when:
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customer has completed the task, and
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information given needs processing
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separate from the address and accommodation update. Staff need to action both when received
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2 |
Check for customer response + Read more ...
In Process Direct, check:
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Transactions screen for Change of Circumstances transaction number and submission date
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Document List (DL)/Notes screen under the Notes icon for the corresponding date to:
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identify what the task is, and
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check further action needed
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Tasks icon to view document/s requested for all AAC - Customer Task work items
Has the customer responded to all AAC - Customer Task work items?
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3 |
Check for duplicate AAC - Customer Tasks + Read more ...
Customers may have duplicate or multiple tasks if they have more than one AAC update outstanding.
If the customer has:
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more than one AAC - Customer Task work item for the same reason, and has responded to at least one of the tasks:
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change the status of any duplicate work items that are outstanding to Cancelled
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do not change the status of the AAC - Customer Task to 'For customer action'
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go to Step 7
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more than one AAC - Customer Task work item for different reasons:
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review any lodged documents or evidence. The customer may have submitted the information needed under another work item
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go to Step 4
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only one AAC task, go to Step 4
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4 |
Check available information and documents + Read more ...
Before taking any action to request more evidence:
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check if information is already supplied through Documents and Document List (DL)/Notes screens. These screens could also have more details from the customer making the task no longer required
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review scanned images in full as documents may have been submitted together or under another form, claim or document type
On reviewing available information, if the outstanding AAC - Customer Task work item is confirmed as:
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Required, go to Step 5
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Not required:
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from the Tasks icon, update the document/s requested for the AAC - Customer Task work item status to Cancelled
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from the Status icon, change the status to Cancelled
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do not change the status of the AAC - Customer Task to 'For customer action'
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procedure ends here
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5 |
Required information not provided + Read more ...
Do not request the same document again as the customer has already failed to comply with an information request. This may mean cancellation of Rent Assistance (RA), or in some cases, suspension of payment.
If the requested document is:
In all scenarios above, once action is taken:
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select the AAC - Customer Task work item
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from the Status icon, change the status to Cancelled
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do not change the status of the AAC - Customer Task to 'For customer action'
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procedure ends here
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6 |
Rent Certificate (SU523HD) or lease/tenancy agreement not provided + Read more ...
Review the most recent confirmed rent verification code on the Accommodation History (ACS) screen.
If ACS screen shows:
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UPL - RA Paying - Rent Verification to be uploaded:
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complete a Work Optimiser > Customer search
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if the customer has an outstanding Rent CAN review failed - manual update required (ZCOC_SAARA_RENT_UPD) work item, complete this work item at the same time. See Rent Assistance automatic rent verification review failed
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select the AAC - Customer Task work items
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from the Status icon, change the status to Cancelled
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do not change the status of the AAC - Customer Task to 'For customer action'
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procedure ends here
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Not Verified - NVE:
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no further action on ACS screen is needed
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select the AAC - Customer Task work item
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from the Status icon, change the status to Cancelled
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do not change the status of the AAC - Customer Task to 'For customer action'
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procedure ends here
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any other rent verification code:
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see Rent Assistance (RA) to check if an update is required
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select the AAC - Customer Task work item
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from the Status icon, change the status to Cancelled
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do not change the status of the AAC - Customer Task to 'For customer action'
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procedure ends here
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7 |
Action information received + Read more ...
Do not process the information in the AAC - Customer Task work item.
Staff must follow the process below based on information received, and then return to this procedure:
In all scenarios above, after making a referral or completing the work, in Process Direct:
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in the customer's record, select the AAC - Customer Task work item from the Transaction icon
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on the Status icon, select Edit and change the status to Cancelled
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do not change the status of the AAC - Customer Task to 'For customer action'
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if the customer has duplicate AAC - Customer Task work items for the same reason, change the status of the duplicate tasks that are outstanding to Cancelled
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