Cancellation of payment after a compliance related suspension 001-10120100

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)
• 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

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
• 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.

PST-skilled staff may reassess the CDR or DCP 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 or DCP 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?

• Yes, go to Step 4
• No, go to Step 9

A mandatory consultation with a Service Officer (SO5) is required before a Service Officer with a PFDEC security resource makes a decision to restore payment after a CDR or DCP cancellation.

To request a consult, select PST CCA SPST Assess from the Services Australia Workspace transfer menu.

CDR and DCP cancellations

For DCP cancellations, 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?

• Yes, and the:
• claim is yet to be finalised, go to Step 5
• claim is granted but has not yet been paid, go to Step 6
• claim is granted and has been paid, go to Step 7
• No, go to Step 8

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

Restore CDR/DCP, go to Step 8.

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/DCP WORKAROUND'
• Finalise the activity - make sure all letters are inhibited

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

Restore CDR/DCP, go to Step 8.

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/DCP WORKAROUND'
• Finalise the activity - make sure all letters are inhibited

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

Restore CDR/DCP, go to Step 8.

Restore the CDR/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 prior to the cancellation'
• In the Notes field code 'CDR/DCP WORKAROUND'
• Finalise the activity - make sure all letters are inhibited
• 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/DCP WORKAROUND'
• Finalise the activity

Document the reason for restoration in a DOC.

Note: this process is not for Parenting Payment Single (PPS) recipients. Escalate these cases to the Virtual Support Queue.

Procedure ends here.

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.