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

Where the CDP participant transfers to a payment that is in a different system (for example a CDP 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 CDP participant transfers to a payment in the same IT system (for example, a CDP 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 CDP participant is serving a UNPP?

• Yes, see Step 1 in Table 2
• No, go to Step 2

Where the service centre Service Officer granting the new claim does not have a UNPP security resource for CDP 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

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

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 CDP participant has partially or fully served, as a result of a review or appeal or a change in the CDP 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 CDP participant has partially or fully served, as a result of a review or appeal or a change in the CDP participant's circumstances, go to Step 3

• Assess the correct serious failure or UNPP start date. For more information see:
• Unemployment due to a voluntary act or misconduct
• Serious failure penalties
• 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 CDP 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.

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 CDP 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 CDP participant's Administrative Review Tribunal (ART) decision
• If the CDP 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 (EAN) screen 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 CDP participant has separated or become partnered during the relevant period

Go to Step 4.

• 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

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 failure review or appeal.

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

• 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 CDP participant's record and details to support adjustment to non-payment period
• Select Assess to complete the workflow and navigate to Entitlements (ELD) screen

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 CDP 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

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.

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

• Yes, go to Step 4
• No, procedure ends here

If debt or debt shell activities on the CDP 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).

PST Service Officers:

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

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 CDP participant's Administrative Review Tribunal (ART) decision.

• Navigate 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

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 failure review or appeal.

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

• 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 CDP 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