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Cancellation of payment after a compliance related suspension 001-10120100



For Participation Solutions Team (PST) - skilled staff only.

This document outlines the policy and processes that apply when a payment is cancelled because a Community Development Program (CDP) participant has failed to re-engage or contact their provider following compliance action.

On this page:

CDP participant contact following CDR cancellation

CDP participant contact following DCP cancellation

CDP participant contact following CDR cancellation

Table 1

Step

Action

1

Cancellation reason CDR + Read more ...

A CDP participant's participation payment will be cancelled CDR (CDP participant failed to re-engage) if they do not comply within 29 days of being issued a reconnection or further reconnection requirement by Services Australia or a CDP provider as a result of a Non-Attendance Report (NAR).

2

Contact after CDR cancellation decision + Read more ...

A CDP participant may contact about the cancellation of payment for not re-engaging or failing to accept a reconnection requirement following a participation payment suspension.

Refer the CDP participant to the Participation Solutions Team (PST).

See Job seeker contacts to discuss non-compliance or circumstances impacting compliance.

3

PST-skilled staff contacted to reassess CDR cancellation decision + Read more ...

PST-skilled staff may reassess the CDR cancellation decision if there is evidence to show:

  • the CDP participant contacted their provider and/or attended a re-engagement appointment however the provider coding is incorrect or incomplete, resulting in an incorrect CDR cancellation
  • provider contact and/or attendance at the re-engagement appointment occurred, but a system error, or error in the transfer of data from the Department of Employment and Workplace Relations to Services Australia, resulted in incorrect cancellation
  • the CDP participant was unable to meet their mutual obligation requirements either on the incident date, or their circumstances have changed since the incident, and they are no longer required to re-engage. For example, their provider no longer requires the CDP participant to re-engage, or an exemption is granted

Is there evidence the cancellation was incorrect?

4

Restoring payment after an incorrect CDR cancellation + Read more ...

Has the CDP participant submitted a new claim?

5

New Claim has been submitted + Read more ...

Discuss with participant and request them to withdraw claim as it is no longer required.

Restore CDR, go to Step 8.

6

New Claim granted and payment has yet to be paid + Read more ...

Reject the claim.

In Process Direct, go to the Benefit Action (BA) screen:

  • In the Svc Rsn field code as applicable
  • In the Action field code 'CAN'
  • In the Reason field code 'OTH'
  • In the Effect Date field code 'grant date of most recent payment'
  • In the Notes field code 'CDR WORKAROUND'
  • Complete Receipt date, Channel and Service Reason
  • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen

Note: as participant has not yet been paid this will change the CAN to REJ automatically upon finalisation.

Restore CDR, go to Step 8.

7

New Claim granted and payment has been paid + Read more ...

Cancel the claim.

In Process Direct, go the Benefit Action (BA) screen:

  • In the Svc Rsn field code as applicable
  • In the Action field code 'CAN'
  • In the Reason field code 'OTH'
  • In the Effect Date field code 'grant date of most recent payment'
  • In the Notes field code 'CDR WORKAROUND'
  • Complete Receipt date, Channel and Service Reason
  • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen

Note: a debt will be created for this period, however when the CDR is overridden this should offset.

Restore CDR, go to Step 8.

8

Restore CDR + Read more ...

Restore the CDR:

  • In Process Direct, go the Benefit Action (BA) screen:
    • In the Svc Rsn field code as applicable
    • In the Action field code 'CAN'
    • In the Reason field code 'OTH'
    • In the Effect Date field code 'date prior to the cancellation'
    • In the Notes field code 'CDR WORKAROUND'
    • Complete Receipt date, Channel and Service Reason
    • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen
  • Go to the Benefit Action (BA) screen:
    • In the Svc Rsn field code as applicable
    • In the Action field code 'RES'
    • In the Reason field code leave blank
    • In the Effect Date field code 'date prior to the cancellation'
    • In the Notes field code 'CDR WORKAROUND'
    • Complete Receipt date, Channel and Service Reason
    • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen
  • Notify participant of the decision and appeal rights
  • Document the record using the Restore (Payment Type) DOV Fast Note

Note: if a limiting date error is returned when attempting to restore payment, escalate via ROXY and hold the activity.

Other Considerations

  • Customer cannot report using self-service when it is more than 27 days after their oldest outstanding reporting date. A staff member may be required to complete the outstanding reports for the customer. For more information see Reporting employment income online
  • A Manual Follow-up (MFU) activity may be generated after the restoration of payment, if this occurs cancel the activity
  • As the payment has been cancelled, the job seeker registration may no longer be active. For information on re-registration with CDP, see Community Development Program (CDP)

Procedure ends here.

9

CDP participant contacts to re-claim + Read more ...

If restoration of payment is not possible advise the CDP participant of their review and appeal rights. If the CDP participant does not want to request an explanation or apply for a formal review of the cancellation, advise them to re-claim to re-test their eligibility for payment.

If the CDP participant lodges a new claim within 14 days of the cancellation date, the claim start date must not be backdated to the date of cancellation. In this case, the start date of the claim must be manually changed to the date the claim is lodged. See Start Day.

CDP participant contact following DCP cancellation

Table 2

Step

Action

1

Cancellation reason DCP + Read more ...

A CDP participant's participation payment will be cancelled DCP (Did not contact provider to re-engage) if:

  • a NAR has been submitted, and
  • the CDP participant fails to make contact with their CDP provider and agree to a reconnection appointment within 29 days of the start of the instalment period in which the NAR is received

2

Contact after DCP cancellation decision + Read more ...

A CDP participant may contact about the cancellation of payment for not contacting their provider following receipt of a NAR.

Refer the CDP participant to the Participation Solutions Team (PST).

See Job seeker contacts to discuss non-compliance or circumstances impacting compliance.

3

PST-skilled staff contacted to reassess DCP cancellation decision + Read more ...

PST-skilled staff may reassess the DCP cancellation decision if there is evidence to show:

  • the CDP participant contacted their provider and the provider coding is incorrect or incomplete, resulting in an incorrect DCP cancellation
  • provider contact and a system error, or error in the transfer of data from the Department of Employment and Workplace Relations to Services Australia, resulted in incorrect cancellation
  • the CDP participant was unable to meet their mutual obligation requirements either on the incident date, or their circumstances have changed since the incident, and they are no longer required to contact the provider. For example, an exemption is granted

Is there evidence the cancellation was incorrect?

4

Restoring payment after an incorrect DCP cancellation + Read more ...

Manually finalise the NAR where this is still outstanding by updating the Re-engagement screen to indicate the CDP participant is no longer required to re-engage.

Has the CDP participant submitted a new claim?

5

New Claim has been submitted + Read more ...

Discuss with participant and request them to withdraw claim as it is no longer required.

Restore DCP, go to Step 8.

6

New Claim granted and payment has yet to be paid + Read more ...

Reject the claim.

In Process Direct, go to the Benefit Action (BA) screen:

  • In the Svc Rsn field code as applicable
  • In the Action field code 'CAN'
  • In the Reason field code 'OTH'
  • In the Effect Date field code 'grant date of most recent payment'
  • In the Notes field code 'DCP WORKAROUND'
  • Complete Receipt date, Channel and Service Reason
  • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen

Note: as participant has not yet been paid this will change the CAN to REJ automatically upon finalisation.

Restore DCP, go to Step 8.

7

New Claim granted and payment has been paid + Read more ...

Cancel the claim.

In Process Direct, go the Benefit Action (BA) screen:

  • In the Svc Rsn field code as applicable
  • In the Action field code 'CAN'
  • In the Reason field code 'OTH'
  • In the Effect Date field code 'grant date of most recent payment'
  • In the Notes field code 'DCP WORKAROUND'
  • Complete Receipt date, Channel and Service Reason
  • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen

Note: a debt will be created for this period, however when the DCP is overridden this should offset.

Restore DCP, go to Step 8.

8

Restore DCP + Read more ...

Restore the DCP:

  • In Process Direct, go the Benefit Action (BA) screen:
    • In the Svc Rsn field code as applicable
    • In the Action field code 'CAN'
    • In the Reason field code 'OTH'
    • In the Effect Date field code 'date of SUS'
    • In the Notes field code 'DCP WORKAROUND'
    • Complete Receipt date, Channel and Service Reason
    • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen
  • Go to the Benefit Action (BA) screen:
    • In the Svc Rsn field code as applicable
    • In the Action field code 'RES'
    • In the Reason field code leave blank
    • In the Effect Date field code the same date used in the above 'cancel other (OTH)' part of this item
    • In the Notes field code 'DCP WORKAROUND'
    • Complete Receipt date, Channel and Service Reason
    • Finalise the activity - make sure all letters are inhibited via the Actions (ASC) screen
  • Notify participant of the decision and appeal rights
  • Document the record using the Restore (Payment Type) DOV Fast Note

Note: if a limiting date error is returned when attempting to restore payment, escalate via ROXY and hold the activity.

Other Considerations

  • Customer cannot report using self-service when it is more than 27 days after their oldest outstanding reporting date. A staff member may be required to complete the outstanding reports for the customer. For more information see Reporting employment income online
  • A Manual Follow-up (MFU) activity may be generated after the restoration of payment, if this occurs cancel the activity
  • As the payment has been cancelled, the job seeker registration may no longer be active. For information on re-registration with CDP, see Community Development Program (CDP)

Procedure ends here.

9

CDP participant contacts to re-claim + Read more ...

If restoration of payment is not possible advise the CDP participant of their review and appeal rights. If the CDP participant does not want to request an explanation or apply for a formal review of the cancellation, advise them to re-claim to re-test their eligibility for payment.

If the CDP participant lodges a new claim within 14 days of the cancellation date, the claim start date must not be backdated to the date of cancellation. In this case, the start date of the claim must be manually changed to the date the claim is lodged. See Start Day.