Processing claims for Age Pension and Pension Bonus 065-03030050

Age Pension claim processing staff only

This document outlines how to process Age Pension claims, and combined Age Pension and Pension Bonus claims. This includes online claims, Assisted Customer Claims (ACC) and paper claims.

Step	Action
1	Locate claim + Read more ... For claims, request or search for the claim work item via Inbox. Select the work item to view the Customer and Activity Information table on the Transaction Summary (TS) screen. For new claims, Service Officers must stream the claim on the day allocated and a progress of claim note must be created and/or updated, if the claim cannot be immediately finalised. Has the claim been streamed previously by another Service Officer (see Progress DOC for details)? Yes, see Table 2 > Step 5 No, go to Step 2
2	Claim status + Read more ... The claim status must be In Process before it can be processed. Is the claim status In Process? Yes, go to Step 3 No, for claim status definitions and action to take, see Process Direct navigation, common screens and functions To reassess a previously rejected claim: If rejected FSD, FRC or POI, see Request to reassess a rejected claim To re-index the claim, refer to directions for SAP online claims in Indexing, re-indexing and cancelling claim activities Note: the claim should not be re-opened until the customer provides all requested details.
3	Review claim details in Process Direct + Read more ... Check the customer's benefit status line. If the customer's benefit status is: AGE/CUR indicating that the claim assessment has already been completed, update the claim status to Not Required. Procedure ends here AGE/CZR PLS indicating the customer is currently receiving Age Pension as a loan-only payment under the Home Equity Access Scheme (the Scheme), a full assessment of their income and assets must be undertaken to determine if eligible to receive a payable rate of Age Pension. Claims must then be referred to the Home Equity Access Scheme National team to review the customer's circumstances and determine the appropriate course of action before claim finalisation To review the details provided by the customer in the online claim or ACC: Select and to view the Claim Summary in a new window. If it is blank, press [F5] to refresh the page To view paper claims and scanned supporting documents: select links at the bottom of the expanded Claim Summary, or select Quick link from the bottom of the open Process Direct window, or select Documents from the Icon Menu Check the date the document was scanned. There may also be older documents not related to the claim. Check customer tasks, DOCs and Notes by selecting . Go to Step 4.
4	Pension Bonus + Read more ... Is the customer claiming Pension Bonus or is the customer a registered member of the Pension Bonus Scheme (check if Benefit Status is Pension Bonus Registration PDB/REG)? Yes, if Service Officer is: trained to assess Pension Bonus, go to Step 5 not trained to assess Pension Bonus, adjust the workload management capabilities of the work item for allocation to a PDB skilled officer No, go to Step 6 To allocate to a PDB skilled officer: Process Direct: Select Inbox > WLM Worklist from Main Category > Multi select Select Unassign with Reason: Capability Adjusted Select Add Skill Key 50124633 into the empty text box, then select the NV_CLK_All_PDB/Entry option Select Submit Work Optimiser: Select the work Item from Worklist Select Unassign with Reason: Capability Adjusted Select Add Skill Key 50124633 into the empty text box, then select the NV_CLK_All_PDB/Entry option Select Submit Procedure ends here.
5	Claiming and/or registered for Pension Bonus + Read more ... For more details, see Initial contact by customers claiming Pension Bonus Payment (PBP) and Qualification and assessment of Pension Bonus Payment (PBP). Only Service Officers trained in Pension Bonus assessments should complete the following. Not claiming Pension Bonus but registered If customer is registered for Pension Bonus and has not claimed Pension Bonus with their Age Pension claim, Service Officers must contact the customer to discuss the qualification and assessment of PBP and confirm they do want to apply for the Pension Bonus If they do not wish to claim PBP and no longer satisfy the work test, refer to Cancellation of membership for Pension Bonus Scheme (PBS) Document any details obtained or requested verbally. See Request information verbally If the customer has not yet spoken with a Financial Investment Service (FIS) Officer, refer the customer to a FIS Officer Note: if a customer has lodged a registration for PBS (SA319) before 1 July 2014 which was not actioned at the time, escalate to ICT via mySupport to index the Pension Bonus registration from the original lodgement date. Claiming Pension Bonus but not registered From 1 July 2014 the Pension Bonus Scheme closed to new registrations. A customer may incorrectly claim the Pension Bonus if not registered by lodging a paper claim SA002. The online claim only presents Pension Bonus questions to customers registered in the PBS. To reject a Pension Bonus claim from a person not registered in the PBS, go to the PBP screen in the AGE/NCL activity and enter the calculation Period End Date (normally the date before the customer claims Age Pension). The PBP claim will be rejected, reason PBR (PBS Not Registered) Note: this cannot be done in Process Direct If the PBP screen was not entered as part of the AGE/NCL, it can be done in a separate activity by using the Pension Bonus Claim Assessment script in Customer Record Go to Step 6.
6	Type of Age Pension claim + Read more ... Check the type of Age Pension claim that has been allocated. If 2 separate single claims for customer and partner are allocated, the oldest claim must be processed first. Age Pension combined partner online claim Combined claims (sometimes referred to as 'dual claims') are allocated as a single work item Do not process an Age Pension combined partner online claim as 2 separate individual claims as the data for the partner claim may be lost To identify an Age Pension combined partner online claim: A specific message will show in the claim header in Process Direct 'This claim is Customer Partner Combined claim' Check for a keyword of DUALCLM View the claim note or AGE OLC Claim Progress DOC, where the words 'Awaiting partner review' will show within the text Go to Step 8 Online claim/ACC submitted When an online claim or ACC is submitted, an Age Pension claim work item is created in Process Direct containing the claim details If 2 separate individual claims are received for a partnered couple these should be processed as individual claims. If the partner's claim has not been allocated for processing, locate the partner's claim via WLM and assess the claim as appropriate Due to a known issue, the Date Submitted will default to the original Date of Receipt (DOR) entered, where: the claim was started through ACC, and submitted on a later date Service Officers must check the date of claim submission and if necessary, correct the DOR. See Table 2 > Step 11 in Viewing and processing online and Assisted Customer Claim (ACC) Go to Step 8 Paper Claim for Age Pension (SA002) lodged When an SA002 is scanned to the customer's record, a SOA shell work item is generated. SOA shell contains no claim details apart from the CRN, personal details, and receipt date. Add the claim details into the SOA shell using the scanned claim and documentation If both the customer and partner have claimed on the same claim form, the single SOA shell should be transformed to a combined customer-partner claim by using > Combined claim switch > select Switch to combined claim. This is to make sure correct assessment of the claim and any items that impact both parties, for example, Work Bonus/Rent Assistance. This action can be reversed to return the claim to an individual claim if 'switched' in error If the same paper claim is scanned to both customer and partner records, 2 SOA shells are created. Once one of the SOA shells has been switched to a combined claim, the other SOA needs to be set to 'Not required'. If the partner's claim has not been allocated for processing, locate the partner's claim via WLM and assess the claim as appropriate Go to Step 7 Paper International Age Pension claim (AUS140) lodged These claims are processed by Centrelink International Services (CIS) staff with the appropriate skills. See Claims for Australian payments under International Agreements Procedure ends here
7	SOA shell created + Read more ... The Assessment Date (or start date) of the claims is based on the: date of receipt, and/or deemed date of claim (DDOC) where the customer has contacted to advise of an intention to claim and considered to have vulnerable circumstances Update Date of Receipt (DOR) if a SOA shell work item has been created with an incorrect date. Updating the receipt date will automatically regenerate the claim. The date of receipt must be updated on the Transaction Summary (TS) screen before selecting Process. Select and Update DOR. Common screens that may need updating via SWE: personal details such as name, address, phone number (CPDS, ADS, TDS) interpreter details and language details (OCD) Office Code (OC) Payment Destination (PAS). Select to add or update a customer's payment destination. Update customer's BSB, account number, account title. Benefit system and payment method will automatically populate Alternative identity (POI) if required Go to Step 8.
8	AGE claim start date + Read more ... Check the Assessment Date (start date) appears on the Pensions Assessment (PNA) screen. The PNA may auto populate as the Date of Receipt (DOR) and need to be changed to the correct assessment date. See Start Day and Backdating provisions for claim lodgement for more details If the customer has indicated in the claim that they are vulnerable or in a crisis, this can be confirmed by: checking the Keyword icon for vulnerable (URGVULN) or in financial hardship (URGFINH) checking the claim and customer record to see if there is evidence of a crisis situation or the need for special help Where the customer has pre-claim vulnerable circumstances recorded within the 8 weeks before their intent to claim contact date, the system will automatically calculate the start date. Contact dates can be viewed on the Pre-Claim Vulnerable Circumstance (PRECLM) screen. See Intent to claim and vulnerable customers for background and processing details. Go to Step 9.
9	Check Customer Details + Read more ... Service Officers must check the claim details against the existing customer details. Amend where required. If the customer has died, see Processing a claim after the death of a customer. If changes to the customer's contact details are required, these updates need to be applied before assessing the claim. For assistance with updating address details including accommodation, see Updating address details. If changes to the customer or their partner’s nominee arrangement are required, see Adding or rejecting a nominee request or Cancelling a nominee arrangement. This is a potential family and domestic violence interaction point. Review Family and domestic violence. Access any Display on Access (DOA) alerts for specific warnings or messages on the customer's record. This includes: if the customer is income managed. See Identifying and assisting income managed customers for assistance the Customer Incident Management System (CIMS), and the Managed Service Plan (MSP). See Customer aggression - Managed Service Plan (MSP) for more details Go to Step 10.
10	Superannuation exemption + Read more ... A superannuation exemption may apply if the: owner of a superannuation investment has reached Age Pension age, and fund restricts full access to the superannuation, while they are employed See Exempting superannuation investments for more details. Go to Step 11.
11	Relationship details + Read more ... These details must be reviewed/updated. On the TS screen: Link Summary (LS) shows linked records, such as nominees and the customer’s partner (including any Relationship Qualifier Code) Marital Status (MS) table shows the customer's relationship details For help with coding, see Process Direct navigation, common screens and functions If MS needs to be updated and manual coding on the claim has already been started, select and regenerate the claim. This will reset the claim to only contain the details provided by the customer in their claim If the customer's partner has used the TAC to confirm the relationship through the 'Partner Confirmation Logon' service on the Services Australia website, this will show as a DMODP tile and can be viewed under scanned documents. Note: this does not apply where an Age Pension combined partner claim has been lodged Before linking to a partner, make sure the partner's record is in the same Environment. For help with coding environment transfers and relationships, see Inter-environment change of address Assess if the customer is a member of an illness separated couple If there could be a ‘special reason’ not to treat a partnered person as a member of a couple, see Treatment of a partnered person as single under Section 24 new determinations If a customer advises the death of their partner occurred before the date of the claim and the records are linked, complete the death action. See Notification of death. Go to Step 12.
12	Partner's intent to claim + Read more ... Is the Age Pension claimant single, or has a partner who either has also claimed Age Pension (including as part of a combined partner claim online or paper), or is in receipt of an income support payment? Yes, go to Step 13 No, and if their partner may also be eligible for Age Pension or another service, attempt to contact the customer (who lodged the Age Pension claim) to check if their partner intends on Claiming Age Pension If the customer can be contacted, use the appropriate conversation to invite the partner to complete a claim for Age Pension and DOC the outcome, or If the customer is unable to be contacted, issue a Q164 and DOC the record with the contact attempts and that the suggestion has been made for the partner to complete a claim for Age Pension Go to Step 13
13	Qualification requirements + Read more ... Does the customer meet the age and residence requirements for Age Pension, or will they qualify within 13 weeks of claim lodgement? For more details see Qualification for Age Pension, Residence assessment for customers claiming Age Pension and Early claims. Yes, go to Step 14 No, see Rejecting a claim for Age Pension Note: do not request documents if the claim will be rejected
14	Identity confirmation + Read more ... On the TS screen, check the customer's Identity Status. If the Identity Status is: Confirmed, see Table 2 Not confirmed, undertake the following: Select the Not Confirmed link to open a Customer Summary window Select Identity Confirmation > Identity Confirmation Dashboard from the Task Selector Code the identity documents or consider applying alternative identity. See Identity Confirmation, Alternative Identity or Verifying the date of birth or age of a customer or child Close the Customer Summary window to return to the claim Select SAP Refresh to update the Identity Status The presence of a proof of age document on the Identity Summary or the (Proof of Identity Details (POI) screen or in a DOC is evidence that details have been checked against the customer's record and are correct. Go to Table 2.

Requests for clearances, details and referrals

Table 2

Step	Action
1	Compensation and DVA income + Read more ... If the customer has advised compensation details or Department of Veterans' Affairs (DVA) income, see: Coding Compensation and damages (Mod C) to request a clearance Payments from the Department of Veterans' Affairs (DVA) and referrals to the DVA Clearance Team If rejecting a customer's claim for one of the following reasons, refer the claim to the DVA Clearance Team for review. See Checking DVA income coding and referring work to the DVA Clearance Team table: Service Pension/Income Support Supplement (DVA) DSS Age Pension paid by DVA (AGC) Note: for DVA income already recorded, resulting in either claim rejection, rate change or no impact, a DVA clearance must be obtained before finalising the claim. Go to Step 2.
2	Required details + Read more ... Determine whether supporting documentation/evidence provided is acceptable and/or if further details should be requested. See Documents required for Centrelink new claims for guidance on making this decision. A new claim under the income and assets tests must be fully completed with all required documents supplied except where more documents will not change the outcome of the claim. Note: If the customer and/or their partner has employment income, the customer must provide details of all employment income paid from the date eligible for Age Pension. This can be provided either verbally, or by supplying payslips until the claim is finalised. The customer has provided a completed claim with all the relevant details required for assessment. Yes, go to Step 3 No: Before issuing a request for information, Service Officers must attempt to contact the customer to explain the request and obtain details verbally if possible Note all attempts made and all details given during this contact in the Progress of claim Note/DOC Make sure the customer's and/or nominee's contact details are coded correctly before contacting the customer and issuing a request for details For online claims: where details have already been requested through the claim or by a Service Officer, but has not been provided by the customer, see Rejecting a claim for Age Pension where the customer has intentionally provided non-claim related documentation to allow their claim to be submitted, see Rejecting a claim for Age Pension submitted under a claim submission exception and/or where there is evidence the customer may be in a crisis or need special help: see Calling a customer or returning a customer's call where applicable, send a pre-call SMS make 2 attempts to contact, at different times on the same day where possible check if the customer needs more time to meet the requirements due to their circumstances Request the information and allow extra days for mail delivery. See also, Documents required for Centrelink new claims where more detail is needed to assess the claim and there is no existing request: see Calling a customer or returning a customer's call where applicable, send a pre-call SMS make 2 attempts to contact, at different times on the same day where possible If the details cannot be provided verbally, request the information in writing and allow extra days for mail delivery. See also, Documents required for Centrelink new claims For incomplete paper claims: see Calling a customer or returning a customer's call where applicable, send a pre-call SMS make 2 attempts to contact, at different times on the same day where possible if the details cannot be provided verbally, request the information in writing and allow extra days for mail delivery. See also, Claims received that are incomplete or incorrect Note: if the customer (and partner if applicable) have only signed a paper claim form on the last page of the form (following the Pension Bonus questions), the claim can be accepted as signed See Request for Information (RFI) letter for: list of document types additional text options Select Generate print preview to review the RFI before sending to the customer The Request for Information (RFI) will place the new claim on hold. If the claim status needs updating manually change the status to On Hold via the Status icon until the customer responds or after the allowed time. See Requesting information (CLK). The claim can be held to user if it meets Hold to User new claim criteria. For more details on holding claims to user see Work Optimiser for staff. Procedure ends here until customer has responded to the request for details or the due date for return of details has passed.
3	Referrals + Read more ... If a referral to one of the following is required, follow the below processes: Identifying and making suitable referrals to the Complex Assessment Officer (CAO) International Services if assistance is required for: residence assessment, including if a customer wants to dispute details, or a Service Officer thinks that the data received through the Immigration Datalink is incomplete or incorrect and the matter must be referred to Centrelink International Services (CIS) to investigate the issue foreign pension coding. See Table 3 to determine if referral is required. Do not refer to CIS for an International Agreement country assessment. Where the customer lived or is in an Agreement country or an E510RS message 'Assessment under agreement country required before rejecting NSR' is presented, refer to Table 3 for Process Direct or Table 5 for Customer First/Customer Record Confirming the need for a Member of a Couple (MoC) assessment, an assessment must be finalised before the claim can be processed as the outcome will determine the coding required on the MS screen. If the customer's responses within the claim indicate: they are not in a relationship, but may be living with another person, then a Member of a Couple (MoC) assessment may be required they are separated but still living with their previous partner then a Separated under one roof (SUOR) assessment may be required Financial Information Service (FIS) Officer Home Equity Access Scheme: If a customer is receiving Age Pension as a HEAS loan-only payment (identified by a benefit status of AGE/CZR-PLS) Note: income and assets details provided from claim must be assessed and coded via a change of circumstances (CoC) transaction before referring to the HEAS National Team. See Coding income and assets for Centrelink payments and services for help Claim must then be referred to the Home Equity Access Scheme National team to review the customer's circumstances and determine the appropriate action before finalising the claim To create an open work item, use Fast Note and select Auto text > Complex Assessment > Request for CAO action > CAO Home Equity Access Scheme Note: some referrals will automatically change the new claim status to On Hold, and a DOC will be recorded with Customer Referral work item ID. If the claim status needs updating manually, change the status to On Hold via the Status icon for the required duration. The claim status will update to In Process when all referrals are completed. Go to Step 4.
4	Property valuation + Read more ... Is a property valuation required for the claim (see Valuation of real estate and other assets for assistance)? Yes, if the claim requires a property valuation it must be processed outside Process Direct. To request the valuation, apply the Handover function and refer to the process in Valuation of real estate and other assets No, go to Step 5 Note: if a property valuation is required for a Pension Bonus claim, the entire claim including the valuation request must be processed in Customer First or Customer Record.
5	Ready to process claim + Read more ... If: all requested details have been returned, and clearances, valuations and referrals have been completed, the claim is ready to be processed. See Table 3 the claim has come off hold and the referral, clearance or valuation remains open: confirm the assessment is still required and has not been completed refer to progress notes and determine if the assessment is pending a request for details update the Progress of claim Note/DOC and return the status to On Hold for a minimum of 14 days. If required, allow for the longer duration pending the outcome, and/or extra days for mail delivery. See Requesting information (CLK) procedure ends here until required valuations, clearances, referrals are completed and/or response received to a request for details the customer has not provided all requested details at claim submission, or fails to respond to the request for details within the time allowed, go to Rejecting a claim for Age Pension For claims processed in Process Direct, go to Table 3. For claims handed over to Customer First or Customer Record, go to Table 5.

Process Age Pension claim in Process Direct

Table 3

Step	Action
1	Start processing/update claim + Read more ... Note: if customer’s benefit status is AGE/CZR-PLS, the Age Pension claim cannot be processed as a NCL activity due to system limitations. See Table 5 > Step 1. Select Process. The Errors (SWE) screen will show a Message Log and Task Selector: Select messages to view/update the relevant details. An error or warning will show if details have not loaded correctly from the online claim or ACC The Task Selector will show a flag against screens that contain provisional data (data uploaded from the online claim or ACC or updated by staff) Select the screens to be checked/updated Select Next The Task Selector does not list all screens that may contain provisional or confirmed data. Check the Claim Overview to see if other details have been provided that may need to be updated. To check confirmed data, go to the individual screens via the Super Key field. Check the POI screen shows an entry with Service Reason Code AGE. For paper claims (SOA shells), select the screens to manually code details from the claim. Check all screens including the TRCIAS screen to make sure claim is not assessed using outdated details. For help, see Process Direct navigation, common screens and functions. Go to Step 2.
2	Pension Assessment Date + Read more ... The Pensions Assessment (PNA) screen shows the Age Pension Age Date and the Pension Assessment Date. The Assessment Date automatically determines from what date the claim will be assessed. This is based on the date the claim was submitted, the date customer reached Age Pension age and recorded contact dates for claimants that have vulnerable circumstances. If applicable, the Assessment Date can be changed manually. For example: A customer's start date may be backdated to an earlier day than the day on which they lodged a completed claim if the person is qualified and the claim is made: after a partner's claim as a transfer to another payment after childbirth by an incapacitated customer after the death of a partner when a contact has indicated an intention to claim for a customer experiencing a vulnerable circumstance A customer’s start date may be after the date they lodged a completed claim if the person is qualified and/or payable within 13 weeks of the original claim date. See Early claims inappropriate claim or incorrect claim provisions apply To change the Assessment Date, select the Calendar and select the new assessment date. For help with calculating the start date, see Start Day. Go to Step 3.
3	Blind indicator (PDI) screen + Read more ... A customer can qualify for Age Pension (Blind) if they are qualified for Age Pension and assessed as permanently blind. The PDI screen contains details in relation to the customer's impairment and exemptions that may apply. Event date - in most cases for new claims this will be the same date as the Pension Assessment Date and can be selected by keying the date into the field or using the Calendar Blind Indicator Blind income and assets exempt Severely disabled code The PDI screen is not pre-populated from the online claim. If the customer is claiming Age Pension (Blind), verification will be requested from the customer as part of the claim lodgement process. Check the verification against the claim summary and update within the claim if needed. Select Add to insert a new row for coding the provisional details If more than one date of event needs to be recorded, select Add to create additional rows Provisional details can be changed by coding over the details, or deleted For more details, see Assessing Age Pension (Blind) claims. Go to Step 4
4	Residence and claim lodgement + Read more ... The customer's Australian residence qualification will be automatically assessed based on the residence details recorded. Residence details must be recorded for every claim, to allow the system to override any other rejection reason and correctly reject for a residence related reason. For coding help, see Residence and Portability screens. The customer must generally also be in Australia when the claim is made, or meet an exception to the lodgement inside Australia rule. View the Immigration Advised Movements Screen (RSIM) screen to confirm if the customer was in Australia on the lodgement date. See Residence assessment for customers claiming Age Pension. Is the customer residentially qualified for Age Pension and in Australia when the claim was made? Yes, go to Step 7 No, go to Step 5
5	Customer does not satisfy residence or claim lodgement requirements for Age Pension + Read more ... The customer may be qualified under an agreement if: residence requirements are not met but the customer has lived in an agreement country, or the customer was in an agreement country when the claim is deemed to be made If there is evidence the customer was in an agreement country when the claim is deemed to be made, attempt to confirm and 'DOC' this. If confirmed, follow the process below to refer to International Services If not confirmed, allow the claim to reject. Go to Step 6 Has the customer lived or is in an agreement country or an E510RS message 'Assessment under agreement country required before rejecting NSR' shows? Yes, the customer may be qualified under an agreement. Do not reject the claim These claims are only processed by Centrelink International Services (CIS) staff with the appropriate skills. See Claims for Australian payments under International Agreements Code all relevant residence screens Check the agreement country is recorded on the Country of Residence (CRES) screen Make sure identity is confirmed. See Identity Confirmation Check only required work items are left open Categorise the claim in Work Optimiser to a CIS new claim work item Age Pension ZALL_AGE_CISNCL Annotate the claim notes or new claim progress doc stating that the claim has been referred to International Services (CIS) for agreement assessment. Note: no separate referral is necessary Procedure ends here No, go to Step 6
6	Rejection of claim + Read more ... If the customer will satisfy the Age Pension 10 years qualifying residence period within 13 weeks of submitting the claim, then their claim should not be rejected. See Start Day and Early claims. Is the claim to be rejected? Yes, see Rejecting a claim for Age Pension. Procedure ends here No, go to Step 7
7	Code income and assets + Read more ... For details about recording details, see Coding income and assets for Centrelink payments and services. Note: employment income is coded in later steps. For details about the assessment, see: Assessment of assets for Centrelink payments Assessment of income for Centrelink payments Assessing and coding the Real estate details Mod R Foreign Pension coding - coded by International Services Assessing superannuation Exempting superannuation investments Adding or updating an account-based income stream Managed investments - adding a new investment Adding shares and securities Assessing Deprivation/Gifting Assessing and coding the Business details for sole traders and partnerships MOD F When a CAO assessment has been completed, check the CAO assessment DOC for any actions that the Service Officer must complete. Does the customer and/or partner have employment income? Yes, go to Step 8 No, go to Step 9
8	Employment income + Read more ... Employment income paid to the customer and/or partner from the Pension Assessment Date (PNA) must be assessed before finalising the claim. Where the customer (or partner) has ongoing employment income: they must report every 2 weeks, unless they meet a continuous income exception Single Touch Payroll (STP) data from employers who have reported payroll details in the previous 8 weeks for the customer may be presented to customers or staff within Online Claims and Assisted Customer Claims (ACC). See Single Touch Payroll (STP) in Centrelink claims. Where STP data is present or provisional coding of a variable frequency is assessed in the claim, the customer will be automatically placed on reporting. See Reporting Regime Details (RPRD) screen. Has the Pension Assessment Date (PNA) passed? Yes, go to Step 9 No, the claim is to be held: add the keyword URGISP for priority allocation when due update the Progress of claim Note/DOC with the hold reason including the change of circumstance expected to be confirmed (if applicable) to allow for the assessment of employment income in the first entitlement period to occur, Hold the claim for the reason ‘Customer to Provide Information’ until 15 days after the PNA date procedure ends here until due date
9	Resolve all edits or errors + Read more ... After saving updates, return to the SWE screen to view errors, warnings, and messages in the Message Log. These messages inform of the items that need to be resolved to prepare to finalise the claim. Select at top right to launch the Digital Assistant (DA). Key the error message into the DA for help. See Using Digital Assistance Roxy in Process Direct. Once all errors have been resolved, see Table 4 to assess and finalise Age Pension claim.

Assess and finalise claim in Process Direct

Table 4

Step	Action
1	Assess claim - ELD screen + Read more ... Select Assess. If there are any further errors, they will present on the Errors (SWE) screen. For help, see Using Digital Assistant Roxy in Process Direct. Note: if an E510RS message 'Assessment under agreement required before rejecting NSR' shows, see Table 3 > Step 5. After fixing any errors, select Assess again to go the Entitlements (ELD) screen. The ELD screen shows the outcome of the claim and payment dates. Go to Step 2.
2	Handover function + Read more ... Sometimes a claim activity may need to be processed in Customer First/Customer Record and the Handover to CF/CR function may be required. This is to apply an approved workaround for a known issue/error or gaps in Process Direct. Before using the Handover function, staff must refer to Using Digital Assistance Roxy in Process Direct and the Handover function table in Process Direct navigation, common screens and functions for required actions. Is a handover to Customer First or Customer Record required? Yes, to commence a handover see the Handover function table. Once completed see Table 5 > Step 2 No, go to Step 3
3	Initial outcome + Read more ... Check outcome of claim on the ELD screen and make sure the provisional data contains the expected results. Note: there is a known system issue for Age Pension customers with vulnerable circumstances - the system incorrectly grants from the Age Pension Age Date if this date falls between the contact date and the date the claim was submitted. Check if the Assessment Date has changed after selecting Assess in Process Direct. If there was a later contact on the PRECLM screen before the claim was submitted and the customer was qualified on that contact date, then make this the Assessment Date, otherwise Change the Assessment Date (via PNA screen) to the date of receipt of the claim (unless other backdating provisions or deemed claim provisions apply) Will the Age Pension claim be rejected? Yes and the customer will become payable due to a change of circumstances that is within 13 weeks of the date of claim lodgement, the claim is to be held: add the keyword URGISP for priority allocation when due update the Progress of claim Note/DOC with the hold reason including the change of circumstance expected to be confirmed Hold the claim for the reason ‘Customer to Provide Information’ until the date the change of circumstance is due to occur, to allow updates to be coded procedure ends here until due date Yes and there is no expected change in circumstances due to occur within 13 weeks of the date of claim lodgement, reject the claim. See Rejecting a claim for Age Pension No and the customer and/or partner have employment income, go to Step 4 No and the customer and/or partner do not have employment income, go to Step 7
4	Employment income + Read more ... Has the first Entitlement Period End Date (EPED) of the claim period passed? Yes, see Table 7 and record employment income details No, Hold claim: add the keyword: URGISP for priority allocation when due update the Progress of claim Note/DOC with the hold reason Hold the claim for the reason ‘Customer to Provide Information’ until the first EPED after the PNA date, when employment income details for the first entitlement period can be assessed procedure ends here until due date
5	Claim outcome + Read more ... The ELD screen shows the outcome of the claim. Will the Age Pension claim be rejected? Yes, go to Step 6 No, go to Step 7
6	Claim rejected + Read more ... Employment income caused the claim to be rejected and: has since reduced or ceased and customer is payable within 13 weeks of the date of claim lodgement: change the Assessment Date on the PNA screen to the first Entitlement Period Start Date (EPSD) in which the customer is payable. See Start Day select Assess to view and resolve any errors shown in the Message Log select Assess again go to Step 7 has not reduced or ceased, reject the claim. See Rejecting a Claim for Age Pension If neither of these options has occurred, see Rejecting a Claim for Age Pension.
7	Check results + Read more ... Check outcome of claim on the ELD screen and make sure the provisional data matches the expected results. Check income and asset details from relevant Date of Events (DOV) on the following screens. Pensions Income and Asset Summary (PIAS) Pension Assessable Asset Summary (PAAS) Factors Affecting Rate (PFAR) Pension Rate Calculation (PRC) If customer and/or partner have employment income: Review the application of the Work Bonus for pensioners of Age Pension age via the Employment Income Assessment - Work Bonus (EIA) Screen the system will automatically apply the Work Bonus and any balance to discount the customer's eligible income before applying the income test on the PFAR screen If neither the customer nor partner are in receipt of a social security payment, do not code any employment income before the PNA date Do not code any employment income for the current entitlement period, because the customer will include this when they complete their first report If customer is required to report: check the Reporting Regime Details (RPRD) screen to place the customer on reporting stimulate outstanding reporting dates via the Report Ind Y/N field on the Reporting Results (RR) screen for passed entitlement periods where employment income has been coded see Reporting screens If required, check the following screens, and make any necessary updates such as manual rate adjustments on the Daily Rate Component (RAC) and Daily Rates Summary (RATS) screens: Payment Delivery Summary (RAD) Payment Summary (PS) Rate Summary (RATS) Rate Component (RAC) Assessment Consequences (ASC) For claims where the customer is deceased, see Processing a claim after the death of a customer to adjust arrears manually before finalising. Note: if the customer is also claiming Pension Bonus Payment and no basic amount of Age Pension or pension supplement basic is payable, no Pension Bonus Payment will be payable. The customer may wish to withdraw both claims until an amount of Age Pension or pension supplement basic is payable. See Qualification and assessment of Pension Bonus Payment (PBP). The customer should be referred to a Financial Information Service (FIS) Officer. Go to Step 8.
8	Finalise claim + Read more ... If the customer is under income management (Benefit status INM) and they have an arrears or lump sum payment entitlement, do not make any changes to the customer's record to allow this payment to be made. Refer to the appropriate process in Income Management to request income management to be turned on for the arrears payment before it is made. If assessing a claim for an Age Pension (Blind) customer, the ELD screen may not indicate Age Pension (Blind) will be granted. When the claim has been finalised, the Benefit Status Line will show AGB/CUR. If assessing an early claim for an Age Pension, the ELD screen may not indicate that Age Pension has been granted. When the claim has been finalised, the Benefit Status Line will show AGE/ASS. Once the claim outcome is correct, select Finish. The Claim Finalisation DOC will appear, see Recording reasons for decisions. Edit or add any extra details required. For example, discretionary decisions including references to Operational Blueprint. Select Finalise to complete the claim, a confirmation dialog box will appear. Select OK. If a checklist of scans shows, mark as complete using the tick boxes to close scans off the customer's record. Note: If a customer has received Crisis Payment and a change has occurred, a manual reassessment of Crisis Payment may be required. For more details, see Reviewing and reassessing Crisis Payment (CrP). If the customer is deceased, go to Step 9. Otherwise procedure ends here.
9	Send a manual letter + Read more ... If the customer is deceased, a manual grant letter (Q999) must be issued. The grant letter must be issued to the: 'Executor of the Estate' (if known) address 'Estate of the Late <customer's name>' at the deceased customer's last known address The Resources page contains an example of suitable text for these letters.

Process Age Pension claim in Customer First or Customer Record

Table 5

Step	Action
1	AGE/CZR PLS recipients + Read more ... An Age Pension claim submitted by an AGE/CZR PLS recipient, cannot be processed as a NCL activity due to system limitations. Upon allocation of the referral, HEAS CAO's will review circumstances, contact customer to discuss impact of change and DOC action taken. A Fast Note will be sent by the CAO for further action by Service Officer: If Age pension is payable (i.e. income and assets are below the applicable cut off thresholds): HEAS review has been completed by CAO create manual grant DOC, using Fast Note. Select Auto Text use Older Australians > Claims > Grant AGE NCL change claim status in Process Direct to Not Required if pension payments have not started from date of claim, manually calculate the pension arrears and pay via PYAJ. See Using the Payment Adjustment (PYAJ) screen for more details create OLA letter Q011 to customer (and correspondence nominee if applicable) If pension is not payable (i.e. income and assets are above the applicable cut off thresholds) HEAS review has been completed by CAO and customer has elected to remain as HEAS only create manual reject DOC, use Fast Note - select Auto Text, use Older Australians > Claims > Reject AGE NCL change claim status in Process Direct to Not Required create OLA rejection letter Q134 to customer (and correspondence nominee if applicable) Procedure ends here.
2	Claims handed over to legacy + Read more ... Go to the activity list (AL) screen. 'S'elect the claim activity and immediately place 'on hold' for one day. Re-select the 'held' claim activity and resume processing. Note: when a claim is handed over, it creates a new work item for Workload Management (WLM) allocation. By placing the claim on hold, it prevents the new work item allocating to another Service Officer.
3	Update customer details + Read more ... At the Customer Details Task Selector (CDTS) screen, select any other relevant screens which have not already been preselected and complete any required updates, for example, address, and contact details. Before linking to a partner, check both records are in the same Environment. If required, action an Inter-environment change of address (ICoA). Check that the POI/POIS screens show ‘Identity Confirmed’ for Service Reason Code AGE, otherwise refer to the Identity Confirmation process.
4	Pension Assessment Date + Read more ... The Pensions Assessment (PNA) screen shows the Start Date. The Assessment Date automatically determines from what date the claim will be assessed. This is based on the date the claim was submitted, the date customer reached Age Pension age and recorded contact dates for claimants that have vulnerable circumstances. See Intention to claim for vulnerable customers. If applicable, the Assessment Date can be changed manually, for example: A customer's start date may be backdated to an earlier day than the day on which they lodged a completed claim if the person is qualified and the claim is made: after a partner's claim as a transfer to another payment after childbirth by an incapacitated customer after the death of a partner when a contact has indicated an intention to claim for a customer experiencing a vulnerable circumstance A customer’s start date may be after the date they lodged a completed claim if the person is qualified and/or payable within 13 weeks of the original claim date. See Early claims inappropriate claim or incorrect claim provisions apply To change the Assessment Date select the Calendar and select the new assessment date. For help with calculating the start date, see Start Day. Go to Step 5.
5	Blind indicator (PDI) screen + Read more ... A customer can qualify for Age Pension (Blind) if they are qualified for Age Pension and assessed as permanently blind. The PDI screen contains details of the customer's impairment and exemptions that may apply: Event date - in most cases for new claims this will be the same date as the Pension Assessment Date and can be selected by keying the date into the field or using the Calendar Blind Indicator Blind income and assets exempt Severely disabled code The PDI screen is not pre-populated from the online claim. If the customer is claiming Age Pension (Blind), verification is requested from the customer as part of the claim lodgement process. Check the verification against the claim summary and update within the claim if needed: Select Add to insert a new row for coding the provisional details If more than one date of event needs to be recorded, select Add to create additional rows Provisional details can be changed by coding over the details, or deleted See Assessing Age Pension (Blind) claims. Go to Step 6.
6	Residence and claim lodgement + Read more ... The customer's Australian residence qualification will automatically assess based on the residence details recorded. Residence details must still be recorded for every claim to allow the system to override any other rejection reason and correctly and correctly reject for a residence related reason. For coding help, see Residence and Portability screens. The customer must generally also be in Australia when the claim is made, or meet an exception to the lodgement inside Australia rule. View the Immigration Advised Movements Screen (RSIM) to confirm if the customer was in Australia on the lodgement date. See Residence assessment for customers claiming Age Pension. Was the customer residentially qualified for Age Pension and in Australia when the claim was made? Yes, go to Step 9 No, go to Step 7
7	Customer does not satisfy residence and/or claim lodgement requirements for Age Pension + Read more ... The customer may be qualified under an agreement if: residence requirements re not met but the customer has lived in an agreement country, or they were in an agreement country when the claim is deemed to be made If there is evidence the customer was in an agreement country when the claim is deemed to be made, attempt to confirm and 'DOC' this. If confirmed, follow the process below to refer to International Services If not confirmed, allow the claim to reject. Go to Step 8 Has the customer lived or is in an agreement country or an E510RS message 'Assessment under agreement country required before rejecting NSR' shows? Yes, the customer may be qualified under an agreement. Do not reject the claim These claims are only processed by Centrelink International Services (CIS) staff with the appropriate skills. See Claims for Australian payments under International Agreements Code all relevant residence screens Check the agreement country is recorded on the Country of Residence (CRES) screen Make sure identity is confirmed. See Identity Confirmation Check only required work items are left open Categorise the claim in Work Optimiser to a CIS new claim work item Age Pension ZALL_AGE_CISNCL Annotate the claim notes or new claim progress doc stating that the claim has been referred to International Services (CIS) for agreement assessment Note: no separate referral is necessary Procedure ends here No, go to Step 8
8	Rejection of claim + Read more ... If the customer will satisfy the Age Pension 10 years qualifying residence period within 13 weeks of submitting the claim, then their claim should not be rejected. See Start Day and Early claims. Will the claim be rejected? Yes, see rejecting a claim for Age Pension. Procedure ends here No, go to Step 9
9	Code income and assets + Read more ... At the Pension Task Selector (PTS) screen, select any other relevant screens which have not already been preselected. For details about recording details, see Coding income and assets for Centrelink payments and services. Note: employment income is coded in later steps. For details about the assessment, see: Assessment of assets for Centrelink payments Assessment of income for Centrelink payments Assessing and coding the Real estate details Mod R Foreign Pension coding - coded by International Services Assessing superannuation Exempting superannuation investments Adding or updating an account-based income stream Managed investments - adding a new investment Adding shares and securities Assessing Deprivation/Gifting Assessing and coding the Business details for sole traders and partnerships MOD F When a CAO assessment has been completed, check the CAO assessment DOC for any actions that the Service Officer must complete. Does the customer and/or partner have employment income and reporting requirements? Yes, go to Step 10 No, go to Step 11
10	Employment income + Read more ... Employment income paid to the customer and/or partner from the Pension Assessment Date (PNA) must be assessed before finalising the claim. Where the customer (or partner) has ongoing employment income: they must report every 2 weeks, unless they meet a continuous income exception Single Touch Payroll (STP) data from employers who have reported payroll details in the previous 8 weeks for the customer may be presented to customers or staff within Online Claims and Assisted Customer Claims (ACC). If the claim needs to be finalised in Customer First and the customer advised Yes to working for the STP employer, staff must return to Process Direct to confirm the STP Employer through the STP Employer Update Workflow. See Single Touch Payroll (STP) in Centrelink claims. The customer and/or partner must be manually placed on reporting via the Reporting Regime Details (RPRD) screen in Customer First or Customer Record. Has the Pension Assessment Date (PNA) passed? Yes, go to Step 11 No, the claim is to be held: add the keyword: URGISP for priority allocation when due update the Progress of claim Note/DOC with the hold reason including the change of circumstance expected to be confirmed (if applicable) to allow for the assessment of employment income in the first entitlement period to occur, Hold the claim for the reason ‘Customer to Provide Information’ until 15 days after the PNA date procedure ends here until due date
11	Resolve all errors and warnings + Read more ... After making updates: key AR in Next. The Assessment Warning and Errors (AWE) screen will show with any errors and/or warnings select any errors for more details on how to resolve them warnings do not need to be resolved to proceed to the AR screen Note: if an E510RS message 'Assessment under agreement required before rejecting NSR' shows, go to Step 7 Select [Enter] again to go to the AR screen Go to Table 6

Assess and finalise claim in Customer First or Customer Record

Table 6

Step	Action
1	Initial outcome + Read more ... Check outcome of claim on the Assessment Result (AR) screen and make sure the provisional data contains the expected results. Will the Age Pension claim be rejected? Yes and the customer will become payable due to a change of circumstances that is within 13 weeks of the date of claim lodgement, the claim is to be held: add the keyword: URGISP for priority allocation when due update the Progress of claim Note/DOC with the hold reason including the change of circumstance expected to be confirmed Hold the claim for the reason ‘Customer to Provide Information’ until the date the change of circumstance is due to occur, to allow updates to be coded procedure ends here until due date Yes and there is no expected change in circumstances due to occur within 13 weeks of the date of claim lodgement, reject the claim. See Rejecting a claim for Age Pension No and the customer and/or partner have employment income, go to Step 2 No and the customer and/or partner do not have employment income, go to Step 3
2	Employment income + Read more ... Has the first Entitlement Period End Date (EPED) of the claim period passed? Yes, see Table 7 and record employment income details No, Hold claim: add the keyword: URGISP for priority allocation when due update the Progress of claim Note/DOC with the hold reason Hold the claim for the reason ‘Customer to Provide Information’ until the first EPED after the PNA date, when employment income details for the first entitlement period can be assessed procedure ends here until due date
3	Claim outcome + Read more ... The AR screen shows the outcome of the claim. Will the Age Pension claim be rejected? Yes, go to Step 4 No, go to Step 5
4	Claim rejected + Read more ... Employment income caused the claim to be rejected and: has since reduced or ceased and customer is payable within 13 weeks of the date of claim lodgement: change the Assessment Date on the PNA screen to the first Entitlement Period Start Date (EPSD) in which the customer is payable. See Start Day select Assess to view and resolve any errors shown in the AWE screen select Assess again go to Step 5 has not reduced or ceased, reject the claim. See Rejecting a Claim for Age Pension If neither of these options has occurred, see Rejecting a Claim for Age Pension.
5	Check results + Read more ... Check outcome of claim on the AR screen and make sure the provisional data contains the expected results. Check income and asset details from relevant Date of Events (DOV) on the following screens: Pensions Income and Asset Summary (PIAS) Pension Assessable Asset Summary (PAAS) Factors Affecting Rate (PFAR) Pension Rate Calculation (PRC) If customer and/or partner have employment income: Review the application of the Work Bonus for pensioners of Age Pension age via the Employment Income Assessment - Work Bonus (EIA) Screen the system will automatically apply the Work Bonus and any balance to discount the customer's eligible income before applying the income test on the PFAR screen If neither the customer nor partner are in receipt of a social security payment, do not code any employment income before the PNA date Do not code any employment income for the current entitlement period, because the customer will include this when they complete their first report If customer is required to report: check the Reporting Regime Details (RPRD) screen to place the customer on reporting stimulate outstanding reporting dates via the Report Ind Y/N field on the Reporting Results (RR) screen for passed entitlement periods where employment income has been coded see Reporting screens If required, check the following screens, and make any necessary updates such as manual rate adjustments on the Daily Rate Component (RAC) and Daily Rates Summary (RATS) screens: Payment Delivery Summary (RAD) Payment Summary (PS) Rate Summary (RATS) Rate Component (RAC) Assessment Consequences (ASC) For claims where the customer is deceased, see Processing a claim after the death of a customer to adjust arrears manually before finalising. Note: if the customer is also claiming Pension Bonus Payment and no basic amount of Age Pension or pension supplement basic is payable, no Pension Bonus Payment will be payable. The customer may wish to withdraw both claims until an amount of Age Pension or pension supplement basic is payable. See Qualification and assessment of Pension Bonus Payment (PBP). The customer should be referred to a Financial Information Service (FIS) Officer. Go to Step 6.
6	Finalise claim + Read more ... If the customer is under income management (Benefit status INM) and they have an arrears or lump sum payment entitlement, do not make any changes to the customer's record to allow this payment to be made. Refer to the appropriate process in Income Management to request income management to be turned on for the arrears payment before it is made. If assessing a claim for an Age Pension (Blind) customer, the AR screen may not indicate that Age Pension (Blind) has been granted. When the activity has been finalised, the Benefit Status Line will show AGB/CUR. If assessing an early claim for an Age Pension, the AR screen may not indicate that Age Pension has been granted. When the activity has been finalised, the Benefit Status Line will show AGE/ASS. If customer on reporting and employment income for passed entitlement periods has been coded, stimulate outstanding reporting date on RR screen. Note: for Age Pension claims also requiring Pension Bonus Claim assessments assess the Pension Bonus Claim in Customer Record and finalise with the Pension Bonus Claim Assessment script. Once the claim outcome is correct, complete from the AR screen. Create a Fast Note. Select Auto Text > Older Australians > Claims > Grant AGE NCL Update the DOC adding any details as required. For example, discretionary decisions including references to Operational Blueprint. See Recording reasons for decisions Follow-up actions in Process Direct for claims finalised in Customer Record and Customer First: Check claim status in Process Direct If claim status has not automatically set to Complete. When claim is finalised: select the claim transaction and raise an Incident through Roxy choose option 'No, the issue is blocking me' so that claim is placed On Hold for System Investigation/Issue retain the work item by using the hold to user function in Work Optimiser the claim status will be set to Complete by ICT Note: If a customer has received Crisis Payment and a change has occurred, a manual reassessment of Crisis Payment may be required. For more details, see Reviewing and reassessing Crisis Payment (CrP). If the customer is deceased, go to Step 7, otherwise procedure ends here.
7	Send a manual letter + Read more ... If the customer is deceased, a manual grant letter (Q999) must be issued. The grant letter must be issued to the: 'Executor of the Estate' (if known) address 'Estate of the Late <customer's name>' at the deceased customer's last known address The Resources page contains an example of suitable text for these letters.

Assessment of Employment Income for a New Claim

Table 7

Step	Action
1	Employment income + Read more ... Employment income is income paid in return for personal effort or exertion (example, wages) and is defined by an employer/employee relationship. Employment income does not include: Allowances paid with employment income for work related expenses Leave and termination payments paid by an employer on termination of employment. Note: Income Maintenance Period (IMP) may apply if the partner is in receipt of an IMP affected payment See Assessment of employment income for Centrelink payments. Refer to Work Bonus for pensioners of Age Pension age for details of how to assess and apply the Work Bonus and balance for pensioners of Age Pension age. Where evidence of employment income is provided with a new claim, correct income for past periods if required. Does the customer and/or partner have employment income? Yes, go to Step 2 No: see Table 4 > Step 4 to finalise claim in Process Direct, and see Table 6 > Step 3 to finalise claim in Customer First/Customer Record
2	Determine the length of the Income Support Payment (ISP) Entitlement Period (EP) + Read more ... All income support payments are calculated on a fortnightly arrears basis, using a 14-day entitlement calculation: The Entitlement Period Start Date (EPSD) is the date of the first day in a customer’s entitlement period The Entitlement Period End Date (EPED) is the last day of a customer's entitlement period. It cannot be a Saturday or Sunday and is only to be changed in limited circumstances If one member of the couple is already receiving an income support payment, the claimant’s entitlement period will automatically align with the existing recipient's entitlement period. If neither the customer nor the partner are receiving a social security payment, the claimant’s entitlement period starts from the Assessment Date (PNA) of the claim. When the first EPED of a claim is less than 14 days after the PNA date, Service Officers must code the correct frequency for employment income. There are several ways to identify the EPED once entitlement is assessed: the End Date of the Work Bonus assessment period on the Employment Income Assessment - Work Bonus (EIA) Screen the Reporting Results (RR) screen the Centrelink Payments Calendar and the Entitlement Delivery (RAD) and/or Payment Summary (PS) screens Count the number of days in the entitlement period. Go to Step 3.
3	Determine date/s paid during the entitlement period + Read more ... Employment income is assessed once it is paid by an employer to their employee. This is the 'Date Paid' or 'Pay Date' on the customer's payslip. The customer will need to provide details of all employment income paid from the PNA date up to and including the most recent EPED. If further details of employment income paid are required to complete the claim assessment, attempt to contact the customer to get the details verbally: Make sure the customer’s and/or nominee’s contact details are correctly coded before contacting the customer and/or issuing a request for details Where applicable, send a pre-call SMS Make 2 attempts to contact, at different times on the same day where possible. All attempts made and any details obtained during this contact must be noted in the Progress of claim Note/DOC Refer to Calling a customer or returning a customer's call for more details If the details cannot be provided verbally, request the details and allow extra days for mail delivery. The request for information (RFI) letter must also include the Payslips - customer - until customer claim is finalised for customer and/or partner document type. The RFI will often place the new claim on hold. If required, manually update the status to On Hold via the Status icon until the customer responds or after the allowed time. The claim can be held to user if it meets Hold to User new claim criteria. See Work Optimiser for staff for more details on holding claims to user. Procedure ends here. Once all employment income paid from the PNA are available, go to Step 4.
4	Determine the length of the employment pay period + Read more ... The employment pay period is typically the length of the employer’s pay cycle. This may be different to the number of days the customer actually worked. Count the number of days between the start and end dates of the employment pay period If the customer was paid employment income for more than one date within the entitlement period, the pay periods may need to be combined. See Multiple pays received in a single entitlement period Go to Step 5.
5	Determine the frequency IOP or LOP + Read more ... If the length of the Employment Pay Period (Step 4) is: equal to or shorter than the length of the entitlement period (Step 2), record the Income for One Period (IOP) frequency longer than the length of the entitlement period, record the Longer than One Period (LOP) frequency Refer to Resources page > Table 1 in Recording and correcting employment income details for examples and further details. Go to Step 6.
6	Code EAPP + Read more ... To finalise claim in Process Direct: Code employment income for the first entitlement period and all entitlement periods that have passed. See Recording and correcting employment income details Select Assess Go to the ELD screen See Table 4 > Step 5 To finalise claim in Customer First/Customer Record: Code employment income for the first EP and all EPs that have passed. See Recording and correcting employment income details Go to the AR screen See Table 6 > Step 3

Operational Information