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Cancellation and rejection codes for Commonwealth Seniors Health Card (CSHC) 065-06060010

Legend - Explanation of reason code fields

Table 1

Item	Description
1	Reason Code Gives the three letter abbreviation for the cancellation reason described.
2	Initiation Shows if the cancellation reason is automatic, manual or can be both. A = automatic M = manual B = is when the reason can be manually used or if the correct CSHC screen is updated the system will automatically cancel the CSHC. Automatic cancellation or rejection is the preferred option in these cases C = Cancellation R = Rejection SLR = Streamline Rejection (Process Direct)
3	Description Gives a definition for the three letter abbreviation.
4	Cancellation and Rejection Reasons Cancellation and rejection reasons can be recorded manually via the Benefit Action (BA) screen, or automatically by the system. Automatic cancellations or rejections occur when information provided by the customer disqualifies them from entitlement, or the customer fails to provide information. For example, if the customer provides income details which exceed the CSHC income limit, then the system is likely to cancel/reject the card with reason code INC (excess income) as the income is too high. It is preferable, when possible, to allow the system to automatically cancel/reject the CSHC by updating the customer's information on the relevant screens. This enables other staff, such as Smart Centre staff, to determine the reason for cancellation/rejection without requesting further information, should a customer contact us or request a review.

A - K codes for CSHC

Table 2

Letter

Terms

A - K

See also: L - Z

AGE, CLR, CPP, DEA, DOS, DOT, DVA, DVS, ESR, EST, FRC, FRR, FSD, GAO, INC, INP, ITO

A - K cancellation codes

Table 3

Reason Code	Initiation	Description
AGE	A, C, R	Does not meet age requirements
CLR	M, C, R	Customer request/Voluntary Surrendered CSHC
CPP	B, C	Customer on a precluding payment
DEA	B, C	Death of customer
DOS		Departure/Absence overseas - Historical display only, code no longer in use.
DOT		Departure/Absence overseas temporary - Historical display only, code no longer in use.
DVA	A, C, R	Service Pen/Inc Supp Supplmt - will be created either by DVA screens being updated or via Datalink with DVA
DVS	A, C, R	SS (Prior to 20/06/2015) or ES (Post 20/6/2015) – will be created either by DVA screens being updated or via Datalink with DVA
ESR	M, C, R	Reason for change in circumstances not accepted – Estimate not accepted
EST	B, C, R	Estimate income precludes entitlement
FRC	M, C, R	Failed to reply to correspondence – when customer has been sent a request for information and failed to provide all the documents
FRR	A, C	Failed to return form
FSD	M, C, R, SLR	Failed to supply documents – when customers have provided inappropriate or irrelevant documentation and no additional request for information, written or verbal has been made
GAO	M, C, R	Client in Gaol
INC	A, C, R	Excess income
INP	M, C, R	Income details not provided
ITO	A, C, R	Interstate transfer out

L - Z codes for CSHC

Table 4

Letter

Terms

L - Z

See also: A - K

NAU, NIA, NPV, NTB, NTC, NTP, NW2, NWA, O19, O6W, OTH, POI, SNI, WUK

L - Z cancellation codes

Table 5

Reason Code	Initiation	Description
NAU	A, C, R	Not residing in Australia (including permanent overseas departures) Only restore if cancellation was due to an error and error is corrected. Whether a customer is residing in Australia is a discretionary decision. See Deciding if a customer is residing in Australia.
NIA	A, C, R	Not located in Australia
NPV	A, C, R	No permanent visa Only restore if cancellation was due to an error and error is corrected.
NTB	A, C	Customer and partner fail to advise Tax File Number (TFN)
NTC	A, C	Customer failed to advise TFN
NTP	A, C	Partner failed to advise TFN
NW2	A, C, R	Not in or resident in Australia for 2 years (104 weeks) Only restore if cancellation was due to an error and error is corrected.
NWA	A, C, R	NARWP assessment not met. Only restore if cancellation was due to an error and error is corrected.
O19	A, C	Temporary overseas absence exceeds 19 weeks Restore the CSHC if the cancellation was due to an error and the errors have been corrected. Otherwise, the customer must reapply for a CSHC when they return to Australia.
O6W	A	Temporary overseas absence exceeds 6 weeks. Historical display only, code no longer in use.
OTH	M, C, R	Other reasons
POI	A, R	Proof of Identification not provided
SNI	A, C,R	Security notice issued
WUK	M, C, R	Whereabouts unknown