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Manually adjusting non-payment period start and end dates 001-10120090

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For Participation Solutions Team (PST)-skilled Service Officers (WNPPD) and service centre Service Officers (UNPP).

This document outlines the process for changing the start and end dates of serious failure periods, Unemployment Non-Payment Periods (UNPP), non-attendance failure and reconnection failure penalty periods which may be incurred by Remote Australia Employment Service (RAES) participants.

On this page:

Transfer of case to PST-skilled Service Officer for action

Manually adjusting non-payment period start and end dates

Manual rate, letter and debt activity requirements

Manually adjusting penalty period start and end dates

Transfer of case to PST-skilled Service Officer for action

Table 1: This table describes action required where a RAES participant currently serving a serious failure period or Unemployment Non-Payment Period (UNPP) transfers to another payment not subject to compulsory mutual obligation requirements.

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Step

Action

1

Where a UNPP or serious failure period is currently being served and the customer is granted a payment that is not subject to compulsory mutual obligation requirements, the serious failure period or UNPP ends.

Where the RAES participant transfers to a payment that is in a different system (for example a RAES participant in receipt of JobSeeker Payment (JSP) transfers to a payment made in the pension IT system) the system automatically ends the serious failure period or UNPP.

Where the RAES participant transfers to a payment in the same IT system (for example, a RAES participant receiving JSP is granted ABSTUDY), the serious failure period or UNPP needs to be manually ended.

Is the service centre Service Officer who is granting the new claim a Service Officer with a UNPP security resource where the RAES participant is serving a UNPP?

2

Action is required by a suitably skilled PST Service Officer

Where the service centre Service Officer granting the new claim does not have a UNPP security resource for RAES participant currently serving a UNPP, the case will need to be transferred to the Participation Solutions Team (PST) to action.

  • Use Fast Note - select Auto text, use Jobseekers > Update > PST action - review UNPP/Serious failure
  • Make sure Document Completion is set to No

The Fast Note will be allocated to suitably skilled Service Officer with the relevant WNPPD security resource to action.


Manually adjusting non-payment period start and end dates

Table 2: This table describes the steps in determining how to manually adjust non-payment period start and end dates for serious failure periods and Unemployment Non-Payment Periods (UNPP).

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Step

Action

1

Serious failure or UNPP

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

In Process Direct

  • Go to the Participation Compliance Hub (BIPCW) screen
  • From the Outstanding compliance actions table, select Compliance Investigation next to the serious failure or UNPP

Participation Solutions Team (PST)-skilled Service Officer with WNPPD resource (PST-skilled Service Officer (WNPPD)):

  • To change a UNPP or serious failure start and/or end date for a UNPP that has not already been applied, go to Step 2
  • To adjust an existing UNPP or serious failure that the RAES participant has partially or fully served, as a result of a review or appeal or a change in the RAES participant's circumstances, go to Step 5

Service centre Service Officer with UNPP resource (Service Officer (UNPP)):

  • To change a UNPP start and/or end date for a UNPP that has not already been applied, go to Step 2
  • To adjust an existing UNPP that the RAES participant has partially or fully served, as a result of a review or appeal or a change in the RAES participant's circumstances, go to Step 3

2

Change to start and/or end date if UNPP or serious failure not yet applied

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

  • Assess the correct serious failure or UNPP start date. For more information see:
  • On the Decision and Penalty screen, review the dates for the auto-calculated non-payment period. If incorrect, complete the following updates
  • Select appropriate option:
    • Non-payment period is not to continue onto new payment or activity type (PPT)
    • Actual non-payment period finishes/starts earlier than system calculated period (PSF)
    • Non-payment period is not applicable to this failure (PNA)
  • If PPT or PSF applies, select new start and end date for the serious failure period or UNPP using the calendar
  • In free text field, summarise why this decision has been made, including:
    • why decision made to apply the serious failure or UNPP
    • assessment of any reasonable excuse and evidence provided
    • details of identified vulnerabilities and considerations of how these impacted capacity to comply
    • third Party consultation undertaken
    • reference to any contributing information elsewhere on RAES participant's record
    • details to support changes to the auto-calculated non-payment period. For example: System applied non-payment period from (auto start date) but legislated start date is (actual start date). Have amended period to (actual start date) to (actual end date)
  • Select Finish to complete the workflow and for failure to be updated

Procedure ends here.

3

Review of failures

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

PST-skilled Service Officer (WNPPD) or Service Officer (UNPP) review of existing serious failure or UNPP that has been partially or fully served.

Assess the RAES participant's current circumstances before adjusting the non-payment period dates

  • Locate existing dates and determine new start and end dates based on legislative requirements or the RAES participant's Administrative Review Tribunal (ART) decision
  • If the RAES participant is entitled to receive payments for a previous non-payment period, confirm their entitlement in this period. Check and update the following details in a separate activity
  • Income, including any relevant employment. Update the employment income details to ensure correct assessment of working credits and rate of payment
  • Any changes to assets should be verified and recorded
  • Update address and other contact details
  • Relationship status, if the RAES participant has separated or become partnered during the relevant period

Note: where a customer advises they are separating, see Separating safely - protecting personal details to ensure personal information is kept safe.

Go to Step 4.

4

Access relevant failure

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

  • Go to the Participation Compliance Hub (BIPCW) screen
  • Locate the relevant serious failure or UNPP under Completed/provider compliance actions table
  • Select 'Compliance workflow' tab for relevant failure
  • Select the Review Decision link. Review Decision workflow will open in a new window

5

Check if failure status requires updating

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

Failure status may need to be changed where:

  • payment pending review (PPR) provisions are applied during a review of a decision to apply a serious failure or UNPP
  • an ARO/ART review of decision has been finalised and the PPR status requires updating to Revoked (RVK) or Reapplied following Review (RAP)

For updates to the failure status, see Implementing the outcome of a review of a participation failure decision.

6

Review existing and previous changes to serious failure period or UNPP dates

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

Check details under Review History heading on Review Decision screen for previous date changes.

Do the start and end dates need to be adjusted?

  • Yes, answer Yes to this question
  • No, answer No to this question

7

Adjust non-payment period

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

  • Select appropriate option:
    • Non-payment period is not to continue onto new payment or activity type (PPT)
    • Actual non-payment period finishes/starts earlier than system calculated period (PSF)
    • Non-payment period is not applicable to this failure (PNA)
  • If PPT or PSF applies, select new start and end dates using the calendar
  • In free text field, summarise why this decision has been made, including reference to any contributing information elsewhere on the RAES participant's record and details to support adjustment to non-payment period
  • Select Assess to complete the workflow and go to the Entitlements (ELD) screen

Manual rate, letter and debt activity requirements

Table 3: This table describes manual rate, letter, and debt activity requirements.

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Step

Action

1

Manual rate

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

Entitlement must be manually assessed if:

  • the penalty start or end date has been changed on two or more occasions for the same compliance incident, or
  • a BLD (Before Limiting Date) line appears on the Entitlements (ELD) screen because the existing or new non-payment period is before the system limiting date

To zero off a BLD line in Process Direct:

  • from the Entitlements (ELD) screen, go to the Customer Daily Rate Component (RAC) screen
  • key '0' in the BLD lines
  • Once all BLD lines have been updated, select Update
  • Go to the ELD screen

Is a manual rate assessment required?

  • Yes, manually calculate the RAES participant's net entitlement for the affected periods. Where necessary, correct the arrears or debt amount displayed on the Entitlement (ELD) screen
  • No, go to Step 2

2

Issue letter to RAES participant

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

An automatic letter will be sent in most cases.

Where an automatic letter is not sent, select the incomplete letter in Customer First from the Activity List (AL) screen and complete details to finalise.

3

Debt activity

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

Is there an outstanding debt activity that is affected by the changes to the non-payment period start or end dates?

4

Debt activity affected by changes to non-payment period start or end dates

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

If debt or debt shell activities on the RAES participant's record need to be adjusted based on the manual change to start or end dates, forward the activity in Customer First to the NPS region code for further action by the Virtual Support Team (VST).


Manually adjusting penalty period start and end dates

Table 4: This table describes the steps in determining how to manually adjust non-attendance failure and reconnection failure penalty period start and end dates.

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Step

Action

1

Non-attendance failure or reconnection failure penalty period

https://ourblueprint.internal.dept.local/content/images/icon-processing.png|Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained.

PST Service Officers:

  • To adjust an existing penalty period as a result of a review or appeal or a change in the RAES participant's circumstances, go to Step 2

2

Review of failures

PST-skilled Service Officer (WNPPD) review of existing non-attendance failure or reconnection failure that is due to commence or has been (fully or partially) recovered.

Locate existing dates and determine new start and end dates based on legislative requirements or the RAES participant's Administrative Review Tribunal (ART) decision.

3

Access relevant failure
  • Go to the Participation Compliance Hub (BIPCW) screen
  • Locate the relevant serious failure or UNPP under 'Completed/provider compliance actions' heading and select the 'Compliance workflow' tab for relevant failure
  • Select the 'Review Decision' link

4

Check if failure status requires updating

Failure status may need to be changed where:

  • an ARO/ART review of decision has been finalised and the APP (applied) status requires updating to Revoked (RVK)

For updates to the failure status, see Implementing the outcome of a review of a participation failure decision.

5

Review existing non-attendance failure or reconnection failure penalty period dates

Check details under Review History heading on Review Decision screen for previous date changes.

Do the start and end dates need to be adjusted?

  • Yes, answer Yes to this question
  • No, answer No to this question

6

Adjust penalty period
  • Select appropriate option:
    • Penalty Period is not to continue onto new Payment or Activity Type (PPT)
    • Actual Penalty Period finishes/starts earlier than system calculated period (PSF)
  • If PPT or PSF applies, select new start and end dates using the calendar
  • In free text field, summarise why this decision has been made including reference to any contributing information elsewhere on the RAES participant's record and details to support adjustment to non-payment period
  • Select Save and Exit to complete the workflow
  • Select Assess and address any errors/warnings
  • Finalise the transaction by selecting Assess again, then select Finish. Record details of the update on the Finalise screen
  • Select Finalise to complete the transaction