Using participation suspensions to engage Community Development Program (CDP) participants with their requirements 001-10080000

If the refusal to accept a reconnection requirement relates to a Non-Attendance Report (NAR), go to Step 2.

If the refusal to accept a reconnection requirement relates to other compliance action, go to Step 3.

Providers are responsible for re-engaging the CDP participant following a NAR. CDP participants who contact Services Australia should be referred to their provider to discuss an outstanding NAR after all other outstanding compliance action has been finalised.

The CDP participant's payment will remain suspended until they comply with the reconnection requirement, or the provider decides the CDP participant is no longer required to re-engage. The provider will book a re-engagement appointment and notify the CDP participant of the reconnection requirement even if the CDP participant refuses the reconnection requirement.

Where the CDP participant does not contact their provider within 29 days or contacts the provider but does not agree to the re-engagement appointment their payment will automatically cancel 'Did not contact provider' (DCP).

See Compliance action initiated by Community Development Program (CDP) providers.

Procedure ends here.

Services Australia is responsible for re-engaging CDP participants where a failure has occurred, and results in an APA suspension.

Where the CDP participant is not willing to attend a suitable re-engagement appointment, record the refusal to re-engage on the Participation Compliance Hub.

In Process Direct:

• Select Customer Summary from the Process Direct Landing page
• Enter the customer’s CRN, select Go
• Go to the Participation Compliance Hub (BIPCW) screen
• Select Compliance Investigation under the Outstanding compliance actions table to access the Compliance Investigation workflow
• On the Key information screen, select Next
• Select the Re-Engagement tab
• Select Yes from does customer need to be re-engaged
• Online diary to be launched
• Select appropriate appointment in Online Diary
• Select re-engagement outcome
• Enter date re-engaged
• Select Next Finalise the activity

Recording is not required if:

• a re-engagement appointment cannot be arranged immediately due to the CDP participant's circumstances
• the CDP participant has been advised to provide further evidence which may result in an exemption from mutual obligation requirements or reassessment of work capacity
• re-engagement has not been discussed because the phone call was terminated or disconnected

Has the CDP participant refused to re-engage?

• Yes, go to Step 4
• No:
• If the CDP participant is able to attend an appointment in the next 14 days, notify them of a reconnection requirement, including the consequences of not attending
• Advise the participant that if their circumstances subsequently change, they should contact Services Australia to discuss the reasons they cannot attend the appointment. See Re-engaging to a Community Development Program (CDP) provider. Procedure ends here

Despite the refusal, notify the CDP participant of a reconnection requirement where they are required to re-engage.

• Book a re-engagement appointment in the Online Diary
• Notify the CDP participant of the requirement
• Advise the CDP participant their payment will be suspended until they advise Services Australia they agree to the reconnection requirement or if Services Australia is notified that they attended the re-engagement appointment

Where a CDP participant refuses to re-engage, record the following on the Re-engagement workflow in Process Direct:

• Select Customer Summary from the Process Direct Landing page
• Enter the customer’s CRN, select Go
• Go to the Participation Compliance Hub (BIPCW) screen
• Select Compliance Investigation under the Outstanding compliance actions table to access the Compliance Investigation workflow
• On the Key information screen, select Next
• Select the Re-Engagement tab
• On the Re-engagement screen record the following:
• Does the customer need to be re-engaged? Select Yes
• Has the customer refused to re-engage? Select Yes
• Can re-engagement occur within 2 working days? Select No
• What was the re-engagement outcome? 'Refusal to re-engage' will be automatically recorded and protected as the answer to Has the customer refused to re-engage? is Yes
• Select Next to finalise workflow

A message will display on the Re-engagement screen as a reminder that:

• the CDP participant's participation payment will not be restored as they have refused to re-engage, and
• the payment will be restored if the CDP participant agrees to re-engage or has re-engaged within 29 days of first being advised of the requirement

If a CDP participant has refused to re-engage and the failure will result in the automatic generation of a CCA, then the refusal should be recorded on the Re-engagement screen.

In Process Direct:

• Select Customer Summary from the Process Direct Landing page
• Enter the customer’s CRN, select Go
• Go to the Participation Compliance Hub (BIPCW) screen
• Select Compliance Investigation under the Outstanding compliance actions table to access the Compliance Investigation workflow
• On the Key information screen, select Next
• Select the Re-Engagement tab
• On the Re-engagement screen record the following:
• Does the customer need to be re-engaged? The response will be automatically set to No and protected if the customer has refused to re-engage and the conditions have been met to generate a CCA
• Select Next to finalise workflow

After the CDP participant has been notified of the requirement to attend the CCA, restore payment and cancel a re-engagement appointment if it was booked.