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Reporting requirements when a job seeker compliance investigation is outstanding 001-09040120

This document outlines how Service Officers in smart centres and service centres can assist a job seeker who is attempting to report for payment by IVR or online and an outstanding compliance action exists.

Identify outstanding compliance action

Step	Action
1	Payment is suspended + Read more ... Job seekers and participants will generally need to contact their provider to re-engage and meet any reconnection requirements issued before they can report, if their payment is suspended for one the following reasons: TCF - Did not meet provider requirement TCW - Provider work refusal failure ANR - Non-Attendance report received APA - Did not attend compulsory participation appointment or activity However, in some cases the job seeker or participant may need to be transferred to Participation Solutions Team (PST). Is the payment suspended for one of the above reasons? Yes, go to Step 2 No, the suspension reason is not managed under either the Targeted Compliance Framework or Job Seeker Compliance Framework, see Cancellation, suspension and rejection reasons codes for Newstart System (NSS). Procedure ends here
2	Identify if contact with the job seeker's provider is required + Read more ... The job seeker or participant needs to contact their provider and re-engage before their payment is restored if the suspension reason is: TCF - Did not meet provider requirement, or TCW - Provider work refusal failure, or ANR - Non-Attendance report received The PST manages the re-engagement process if a job seeker or participant's payment suspension reason is: APA - Did not attend compulsory participation appointment or activity Has the job seeker or participant contacted their provider about their suspension and their payment is still suspended APA? Yes, go to Step 3 No, tell the job seeker or participant to contact their provider and to meet re-engagement requirements before they can finalise their reporting. Procedure ends here
3	Identify if contact with the Participation Solutions Team (PST) is required + Read more ... When a job seeker or participant meets their re-engagement requirements, generally their payment is automatically restored, allowing them to finalise their reporting. However in some cases: restoration does not automatically occur, or the job seeker needs to talk to PST Job seekers and participants managed under the Targeted Compliance Framework, may need to be transferred to PST when: an outstanding Participation Compliance Manual Follow-Up (MFU) exists on the Activity List (AL) screen, or the job seeker or participant advises they have already contacted their provider and the payment is still suspended, or a Capability Assessment (CA) is required, or a compliance action requires investigation Community Development Program (CDP) participants managed under the Job Seeker Compliance Framework are required to contact the PST when: payment is suspended APA, or an outstanding Participation Compliance MFU exists, or a compliance action requires investigation, or a Comprehensive Compliance Assessment (CCA) is required To identify if an outstanding CA, CCA or compliance action requires investigation by the PST: select Customer Summary from the Process Direct Landing page key the customer's CRN, select Go in the customer's record, key BIPCW in the Super Key field, select [Enter] the Participation Compliance Hub screen will display check Outstanding compliance actions for CA, CCA or compliance action Has the job seeker or participant advised they have contacted their provider and the payment is still suspended APA, or is there an outstanding compliance investigation, CA or CCA? Yes, the job seeker or participant needs to talk to the PST, go to Step 4 No, reporting cannot be finalised, see Reporting employment income self service troubleshooting
4	Transferring the job seeker to the PST + Read more ... Before transferring the job seeker to the PST, confirm the job seeker's contact details are correct. Tell the job seeker: 'Before your reporting can be completed you will need to speak to a Participation Solutions staff member about your mutual obligations. Following this discussion, you may be able to finish your reporting. However, if you do not continue with the entire contact then your reporting may not be finalised.' If the job seeker prefers to ring back at a later time, advise the job seeker of the Participation Solutions Team (PST) contact number. When transferring the job seeker to the PST, the call can be an unannounced (cold) transfer. Record the details of the contact on a DOC.