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Assessing the Partner details (MOD P) 106-07100100

This document outlines what information a Partner details (MOD P) form covers and when one is required for a customer.

Checking the returned MOD P

Step	Action
1	Assess customer's current circumstances If a Request for Information review activity is due for return of the MOD P, go to Step 2 Note: this includes when extra forms were required, and when a Request for Information letter was issued for an incomplete MOD P, e.g. Q004 If a customer uploads a MOD P (Work Item ZDMS_MODP - MOD P Partner Details): check the Activity List (AL) screen to identify the form code on the left of the activity check the Document List (DL) screen to identify if there was a triggering event that created this activity go to Step 3 If the customer has returned a MOD P, go to Step 3
2	A Request for Information review activity has matured for MOD P to be returned The customer has contacted before to advise they are partnered and a Request for Information (RFI) letter was issued for the partner to complete and return a MOD P. An RFI review activity for the return of incomplete MOD P may also have been created if the customer has previously returned an incomplete MOD P. When the review activity matures, check the customer's record for the return of MOD P. Use the Documents icon in Process Direct or Document Tools screen in Customer First, see Finding digital images on Centrelink customer records. Has the MOD P been lodged? Yes, go to Step 3 No, as a request to provide information was sent to the customer and the allowable time has passed: suspend the income support payment reason FRC (failing to reply to correspondence) record details on a DOC procedure ends here
3	MOD P lodged If the Mod P was lodged personally, scan the form to the customer’s record, see Scanning Centrelink documents using an MFD. Check: both the customer and their partner have signed the form Note: forms must have handwritten signatures from both customer and partner the form has been fully completed and can be clearly read. The Resources page has a link to the MOD P no further forms need to be issued: The need for further forms will depend on the responses on the MOD P. The Checklist section on the MOD P lists question numbers that trigger additional forms. Check the form and confirm that for any boxes with a paper clip icon attached which have been ticked by the customer, the required form has been returned If further forms need to be issued (they have not been returned with the MOD P), treat the MOD P as incomplete the customer’s response to the following questions, as this will determine whether the customer’s and/or partner’s address requires updating when records are linked: Has your address or accommodation details changed since you last told us?, and Is your partner currently living in the same home as you? if the customer notified their address or accommodation details have changed, check and confirm there is no outstanding address update activity they have submitted online which has not been finalised. If required, finalise the address/accommodation update activity Is the MOD P complete? Yes, go to Step 10 No, If the form is not signed by the customer or customer information is missing, go to Step 4 If the form is not signed by the partner or partner information is missing, go to Step 5 If further forms are required, go to Step 9
4	Contact customer Service Officers can accept and use verbal information from the customer if information is missing or needs clarifying. Try to contact the customer to verify the relationship. Was contact successful? Yes, go to Step 6 No, go to Step 8
5	Incomplete form or clarification needed Service Officers can accept and use verbal information from the partner if information is missing or needs clarifying. Note: a Tax File Number (TFN) must be provided in writing, not verbally. For more information, see Obtaining and coding a Tax File Number. If the start date of the relationship has not been completed or there is conflicting information around the start date of the relationship, contact the partner to clarify the correct relationship start date. The partner is under no obligation to provide information verbally. Services Australia will not be liable for any charge or fee related to gathering information authorised under social security law. Try to contact the partner to verbally confirm the information. Was contact successful? Yes, go to Step 6 No, go to Step 8
6	Collect information verbally The privacy statement and declaration about false and misleading information must be read to the customer/partner and recorded on the DOC to confirm these have been read. Privacy and your personal information 'Your personal information is protected by law (including the Privacy Act 1988) and is collected by the Australian Government agency Services Australia for the assessment and administration of payments and services. Your information may be used by the agency, or given to other parties where you have agreed to that, or where it is required or authorised by law (including for the purpose of research or conducting investigations). You can get more information about the way in which the agency will manage your personal information, including our privacy policy, at servicesaustralia.gov.au/privacy.' Ask the customer/partner to verbally provide the missing details and/or confirm the relationship (if they did not sign the form). If the customer/partner: agrees to verbally confirm the missing information and/or confirm the relationship if they did not sign the form, go to Step 7 does not agree to verbally provide information over the phone, go to Step 8 does not confirm the relationship, that is, does not agree they are in a relationship with the customer, a Member of a Couple (MoC) assessment may be required. Follow the process when the partner does not confirm the relationship. Procedure ends here
7	Declaration about false and misleading information Read the following Declaration to the customer/partner: Declaration about false and misleading information 'Do you declare that the information you have provided is complete and correct and understand that giving false or misleading information is a serious offence?' When collecting information verbally, Service Officers must record the contact, conversations and information given on a DOC. If the customer or partner has not signed the form, the Service Officer must confirm with the person who has not signed the form that they are in a relationship. Text to include on the DOC Ext Details: verbal info regarding MOD P Text: verbal information obtained from the customer/partner (delete option that does not apply) via phone on (dd/mm/yyyy) in relation to incomplete Partner details (MOD P) form lodged. Information sought in relation to Partner details (MOD P) form, question: (question number). Details obtained: (free text). Responses verbally confirmed. The Privacy Statement and Declaration about false or misleading information have been read to the customer/partner Go to Step 10.
8	Request information in writing Service Officers may issue a Request for Information (RFI) to the customer or partner, depending on what information is required. Request the required documents using an RFI. See Requesting information (CLK) Complete the MOD P scan work item. Procedure ends here until the required information is returned or the RFI activity falls due.
9	Further forms required The need for further forms will depend on the responses on the MOD P. The Checklist section on the MOD P lists question numbers that trigger additional forms. Check the form and confirm that for any boxes with a paper clip icon attached which have been ticked by the customer, the required form has been returned. Check the customer's (and/or partner's) record. Make sure the required forms have not been issued or returned. If additional forms are required: direct the customer/partner to the Services Australia website to download the forms online issue a request for additional required form/s. See Requesting information (CLK) complete the MOD P scan work item Procedure ends here until the required information is returned or the RFI activity falls due.
10	Completed MOD P returned or information verified verbally Is the MOD P required as part of a claim (paper claim, online claim or ACC)? Yes, for: online claim or ACC, set the Partner Confirmation or MOD P task to Provided. Continue assessing the claim. Procedure ends here paper claim, go to Step 11 No, go to Step 12
11	Mod P for Paper claim If there are no further documents required for the claim and the Service Officer is: skilled in new claims continue assessing the claim complete the MOD P scan work item procedure ends here not skilled in new claims annotate the claim progress DOC advising the MOD P has been received complete the MOD P scan work item manually take the claim off hold on the AL screen. It will allocate based on the set priorities procedure ends here
12	Check if payment is suspended Linking records before restoring the payment may result in a limiting date error when restoring payment. If required, seek Tier 0 technical support assistance. Does the customer or partner's payment status show as SUS (suspended)? Yes, if the customer advised they became partnered while suspended, partner details are required before payment can be restored. This can be done verbally if the partner is present, otherwise a completed MOD P is required before restoring the customer's payment (Note: TFNs cannot be provided verbally). Go to Step 13 No, go to Step 13
13	Action MOD P If the customer is: single and receiving Parenting Payment (PP), see Transfer from Parenting Payment Single (PPS) to Parenting Payment Partnered (PPP) partnered and a claim has been submitted to transfer to Parenting Payment (PP) from another payment, see Processing Parenting Payment (PP) claims receiving Youth Allowance (YA) or ABSTUDY, see Youth Allowance (YA) or ABSTUDY customer becomes partnered only receiving Family Tax Benefit (FTB) or Child Care Subsidy (CCS): families trained staff, see FTB or CCS customer becomes partnered other staff, create a referral to Families staff. Use Fast Note - Select Auto text, use Assessments and Reviews > Member of a Couple > MOC - FTB/CCS MS coding Complete the MOD P work item. Procedure ends here. In all other circumstances, update relationship status and link customer and partner records.