Change of circumstances – Home Equity Access Scheme (HEAS) 065-21112627

Customers can request a change of circumstances through online services or by submitting an SA497.

Online service request

To review the online service request in Process Direct, select:

• the work item for the HEAS change request
• to review the details entered by the customer

Home Equity Access Scheme variation form (SA497)

To review the SA497, select:

• Documents tab
• View to open the scanned SA497

If the work items have not automatically bundled:

• allocate the partner's work item through Work Optimiser, and
• assess both HEAS change requests

Check the change request. For:

• Settlement of HEAS loan, see Settlement of Home Equity Access Scheme (HEAS) loan amounts. Procedure ends here
• Advance requests, see Advance payment for Home Equity Access Scheme (HEAS) loans. Procedure ends here
• HEAS loan requests, go to Step 3 to:
• stop, start or change fortnightly amount, or
• add or change a property, or
• add or change a maximum loan amount, or
• add or change a nominated amount

If the customer is partnered, or the request has been submitted by their nominee, staff must check that all required consent has been provided.

Has consent been provided?

• Yes, go to Step 6
• No:
• for an online request, go to Step 4
• for an SA497 request, go to Step 6

Have 21 + 1 days passed since the request was made?

• Yes:
• Cancel the request, and
• DOC the customer’s record detailing that consent was not provided. Procedure ends here
• No:
• Place the request on hold until day 21 + 1, and
• DOC the customer’s record
• After the 21 day hold period has passed, go to Step 5

Has consent been provided since the initial request?

• Yes, go to Step 7
• No:
• cancel the request, and
• DOC the customer’s record detailing consent was not provided. Procedure ends here

Has the customer withdrawn their request by lodging a written statement or an SA497?

• Yes:
• update the work item as customer withdrawn, and
• document the customer’s record with the details of the request
• mark the SA497 and Home Equity Access Scheme review form (SA498), if required, as completed. Procedure ends here
• No, go to Step 7

If a customer has not received a fortnightly loan payment or a lump sum within the last 13 weeks, the online request or SA497 will ask the following questions:

• Relationship status - has there been any change to their relationship status since they last recorded their status?
• Property details - confirm or provide the property address used as security against the loan and include the following:
• Do they still have ownership interest in the property?
• What is the estimated current market value of the property?
• Is the property larger than 2 hectares (5 acres)?
• Who are the listed property title holders? What percentage do they own?
• Are there circumstances affecting the value of the property?
• Is the property mortgaged or encumbered?
• Are they or any co-owners of the property bankrupt or subject to a personal insolvency agreement?
• Is the property adequately and appropriately insured?
• Do they intend to take additional loans or mortgages on the property in the future?

In Process Direct, review the:

• HEAS screen to confirm when the fortnightly payment was last received
• HEASADV screen to confirm when the last advance payment was made

When the customer is restarting the HEAS loan and it has been more than 13 weeks since the customer got a HEAS payment, check if:

• the online additional questions were answered, or
• an SA498 was provided

Was it identified that a customer was required to answer additional questions, and the online questions were not answered or an SA498 was not provided?

• Yes, go to Step 8
• No. If consent has:
• been provided, go to Step 11
• not been provided, go to Step 8

In Process Direct:

• Issue a Request for Information (RFI)
• Select to request completion of specific mandatory questions, including consent, or to complete the additional questions in the SA498

After issuing the RFI, staff must:

• Make genuine attempts to contact the customer to:
• discuss the RFI, including which documents are required
• advise they may be contacted again if the request is escalated to a Specialist Officer and more details are needed
• Document details of the customer contact with the:
• notification that a request was issued
• date the RFI was sent, and
• details of the document requested

If the change request was submitted in an:

• online request:
• Place the work item on hold, pending receipt of requested information
• Go to Step 9 when the due date has been reached
• SA497 request:
• Create an open Fast Note. Use Fast Note - select Auto text, use Older Australians > Home Equity Access Scheme > SA497 COC SA497/Escalation
• Place the work item on hold, pending receipt of requested information
• Allocate the started work item through Work Optimiser
• Mark the SA497 and SA498 (if required) as completed
• Go to Step 9 when the due date has been reached

Has the customer responded to the request for information within the allowable time?

• Yes, go to Step 11
• No, go to Step 10

If the customer failed to respond to a request for information by the due date for an:

• online request:
• change the status to cancel
• document the record with the reason the status was changed. Procedure ends here
• SA497 request:
• mark the SA497 and SA498 (if required) as completed
• document the record with the reason it was marked as completed. Procedure ends here

If the customer provided the requested information by the due date, go to Step 11.

Is the requested date of change in the future?

• Yes:
• place the work item on hold until day 21 + 1, or date requested by customer if before 21 days
• after the hold period ends, go to Step 12
• No, go to Step 12

HEAS trained streaming Service Officers, go to Step 13.

CAOs, go to Step 14.

The following change requests must be escalated to a CAO for assessment:

• Stop, start or change the fortnightly amount, or
• Add or change a property, or
• Add or change a maximum loan amount, or
• Add or change a nominated amount

Online requests

For an online request:

• Create a Fast Note. Use Fast Note - select Auto text, use Older Australians > Home Equity Access Scheme > SA497 COC SA497/Escalation
• Document the escalation details and close the Fast Note
• Go to keywords screen in Process Direct. Select keyword HEASTFR. This will adjust the work item to the correct skill set
• Place the work item on hold for one day
• Unassign the work item using reason 2nd Contact Required. There is no need to monitor the work item. When it is due, it reallocates automatically based on capability. Procedure ends here

SA497 requests

For SA497 requests:

• If a Fast Note has not been created:
• create a Fast Note. Use Fast Note - select Auto text, use Older Australians > Home Equity Access Scheme > SA497 COC SA497/Escalation
• document the escalation details and leave the Fast Note open
• mark the SA497 and SA498 (if needed) as completed. Procedure ends here
• If a Fast Note has been created:
• go to keywords screen in Process Direct. Select keyword HEASTFR. This will adjust the work item to the correct skill set
• place the work item on hold for one day
• unassign the work item using reason 2nd Contact Required. There is no need to monitor the work item. When it is due, it reallocates automatically based on capability. Procedure ends here

When the next EPED after the request was made has:

• passed, use the current effect date coded on the HEAS screen as date of change
• not passed, use date of request as date of change

Select the change of circumstances based on the customer’s request:

• Notification of Bankruptcy or insolvency online for HEAS, see Table 2
• HEAS relationship status update, see Table 3
• HEAS secured property update, see Table 4
• Change HEAS nominated or maximum loan amount, see Table 5
• Stop, change and start a HEAS loan payment, see Table 6
• HEAS customer imprisoned, see Table 7

Where a HEAS loan balance allowable deduction against assessable asset update is needed, see Table 3 in Security for the Home Equity Access Scheme (HEAS)

Customers may not continue to qualify for HEAS if they, or their partner (if applicable) or a third party (co-owner) is bankrupt or subject to an insolvency agreement. Encourage customers to use their Centrelink online account to notify the change in circumstance.

Customers must:

• go to the Home Equity Access Scheme Summary page
• select Update my circumstances. A message shows advising customers they may need to provide evidence
• select Begin

Select the update(s) required:

• Bankruptcy or Personal Insolvency agreement
• Changes to relationship
• Changes to real estate

Note: customers can make more than one selection to make updates.

Is the customer notifying that they, their partner (if applicable) or a third party of the secured property has declared bankruptcy or become subject to an insolvency agreement?

Note: where a partner (if applicable) or third party is bankrupt/insolvent, the CAO as the delegate must consider the risks specified with the real asset(s) being offered as security. They must be satisfied the security offered cannot be called into the bankruptcy or insolvency agreement at a later date, as this directly impacts Services Australia's ability to recover any loan amounts owed to the Commonwealth.

If there is any doubt a partner (if applicable) or third party is bankrupt/insolvent, the CAO may need to escalate using the Technical Support Model:

• Yes, go to Step 4
• No:
• Customers are redirected to the previous page to select another option, or return to the home page
• Procedure ends here

• Customers are advised:
• a Services Australia Officer will contact them to proceed
• they must provide a copy of their, or their partner’s (if applicable), or a third party's bankruptcy or insolvency agreement within 21 days
• If the customer is advising they, or their partner (if applicable), or a third party are bankrupt or insolvent, and have other changes in their circumstances:
• they are not required to provide evidence at the Review and Submit page
• go to Step 5
• If the customer is advising they, or their partner (if applicable), or a third party are bankrupt or insolvent, and have no other changes in their circumstances:
• select Continue, and
• go to Step 5

The preview of changes displays.

Customers have the option to:

• edit details, or
• submit their change

Does the customer want to submit their details?

• Yes, go to Step 6
• No:
• customers can edit their details
• select Submit, and
• go to Step 6

The receipt details and a document lodgement service (DLS) task shows for customers to provide required documents.

Note: customers are advised they have 21 days to provide their evidence.

A work item allocates to a CAO the following day.

CAOs with access to the Equifax portal conduct the Equifax search.

The system automatically updates the HEAS Details (PLS/HEAS) screen based on the answers given by the customer through their Centrelink online account.

CAOs must make sure the update maps through:

• Go to the PLS/HEAS screen
• Put a Y in the bankruptcy field

A cancellation letter will automatically send to the customer and nominee (if applicable) advising their HEAS payment has stopped.

Note: if a CAO makes a manual update, they must manually send out a cancellation letter to the customer and nominee (if applicable).

Customers must notify if they become separated or partnered. A change in relationship status can have significant impacts for the customer's and partner's (if applicable) HEAS loan details. These include:

• the rate of their fortnightly loan payments may increase or decrease
• their Maximum Loan Amount (MLA) may increase or decrease
• their property ownership may change, or
• Services Australia may seek recovery of the HEAS loan debt

Staff should encourage customers to use their Centrelink online account to notify of any change in circumstances.

Note: when a customer separates from a relationship, there is a risk to the customer’s privacy when updates are made. See Separating safely - protecting personal details before making any updates to personal details.

Customers must:

• go to the Home Equity Access Scheme Summary page
• select Update my circumstances. A message shows advising customers they may need to provide evidence
• select Begin

Go to Step 2.

Select the update(s) required:

• Bankruptcy or Personal insolvency agreement
• Changes to relationship
• Changes to real estate

Note: customers can make more than one selection to make updates.

Is the customer a member of a couple?

• Yes, go to Step 4
• No, go to Step 7

If customer is a member of a couple they are asked if they are still partnered to this person:

• Yes, procedure ends here
• No, go to Step 5

The following message shows:

'You will need to complete and upload the Separation details form (MOD S). This form is available on the receipt page for you to download.'

• Select Continue, to go to review and submit page
• Review the details

Are the details correct?

• Yes:
• select Submit, and
• go to Step 6
• No:
• the customer is asked to edit the details
• go to Step 6

• Customers:
• can upload their MOD S
• are advised they have 21 days to upload their MOD S
• Go to Step 9

Customers will see the question, 'Has your relationship status changed since you last told us?'

• Yes, go to Step 8
• No, procedure ends here

The following message shows:

'You will need to complete and upload the Partner details - if you live in Australia form (MOD P). This form is available on the receipt page for you to download'.

• Select Continue, to go to review and submit page
• Review the details

Are the details correct?

• Yes:
• Select Submit, and
• Go to Step 9
• No:
• Customer is asked to edit the details
• Go to Step 9

• Customers:
• can upload their MOD P
• are advised they have 21 days to upload their MOD P

CAOs get activities for a change in relationship status. This is to:

• review documents supplied by the customer, and
• code the details in Process Direct

CAOs must:

• change the status of the activity from Draft to Progress
• press [F5] to refresh, and continue to the Marital Status (MS) screen
• code the MS screen with the customer updates
• also make updates to the address and accommodation details, if required

CAOs can process and finalise the activity, once the coding is complete. An automatic DOC/Note creates to advise the relationship change has been completed.

• If the customer selected Changes to real estate, including one of the following, see Table 4 > Step 3:
• a subdivision
• a boundary change or
• a statutory charge number on a Land Title
• If the customer did not select Changes to real estate:
• the receipt details and a document lodgement service (DLS) task shows for customers to provide documents. Note: customers are advised they have 21 days to provide their evidence
• a work item allocates to a CAO once the customer provides their evidence

Note: if evidence has not been provided by day 21, the activity allocates to a CAO on day 22, to determine contact or cancellation.

Changes to the secured property used for the HEAS loans require a review of the customer’s MLA.

For example, if there are withdrawals of a caveat or charge, or a review of the equity in the remaining security, an MLA is needed to determine if partial recovery is required.

Customers can:

• add or remove a property used as security for HEAS, or make a change (including to a subdivision, boundary or Statutory charge number on a Land Title)
• advise of a change to the value of the secured property
• advise of a change to insurance coverage
• substitute the property
• withdraw their request for a change to their secured property, before the assessment is finalised

Staff should encourage customers to use their Centrelink online account to notify a change in circumstance.

Customers must:

• go to the Home Equity Access Scheme Summary page
• select Update my circumstances. A message shows advising customers they may need to provide evidence
• select Begin

Go to Step 3.

Select the update(s) required:

• Bankruptcy or Personal insolvency agreement
• Changes to relationship
• Changes to real estate

Note: customers can make more than one selection to make updates.

• Tiles show with all property coded on the Real Estate/Business Summary (REBS) screen
• Each tile shows the address of the property coded on REBS, and a yellow badge advising the customer which property is secured against their HEAS loan

Customers can update a property, or remove them by selecting:

• Start, and
• Remove

If a customer selects a property, they will be asked if they wish to secure this property to their current HEAS loan:

• Select Start, and go to Step 5

If a customer selects Remove, they will be asked if they then wish to add a new property:

• Select Next, and go to Step 6

Customers are:

• asked additional questions to make sure there is adequate insurance on the secured property, and to gain an estimated value
• advised they will have a chance to review all details, and edit them, before submitting

Do you wish to add a new property as security against your HEAS loan?

• Yes:
• message shows: 'You will need to provide details for the property used as security against your loan'
• select Continue, and go to Step 7
• No, the customer is advised they are not required to provide further details at this time

Note: if a customer is not securing the new property against their HEAS loan and is on another pension payment, help text advises they can make this update through the Income and Assets platform, within their payment.

• Message shows: 'What is the address of the property?'. The address starts to prepopulate as the customer starts to type
• Customers are asked:
• the estimated value of the property
• if the property is larger than 2 hectares (5 acres)
• who is listed on the property title
• the percentage owned by relevant parties
• if there is any circumstance affecting the value of the property
• if the property is mortgaged or encumbered. If so, the amount owing and the type of loan secured against property. The customer’s response to this question produces a request for statements.
  Note: if the property is not coded on the REBS screen the additional questions will not show. CAOs must contact the customer to discuss more details

Customers are asked if the property is adequately and appropriately insured. A document lodgement service (DLS) task creates at the end of the workflow when customers select Yes or No to this question. Customers are asked to supply an Insurance certificate, or a letter stating the type and amount of coverage, or that coverage is no longer is adequate or appropriate, for the CAO to deem eligibility.

If the customer selects:

• Yes, go to Step 8
• No, go to Step 9

Customers are asked if they intend to take additional loans or mortgages on this secured property offered in the future:

• Yes, help text advises additional documents may be required. Go to Step 10
• No, select Continue, and go to Step 10

Why has the property insurance changed?

• The insurance has ended
• The insurance cover has reduced
• The level of cover has changed
• Changed insurance company

Note: a DLS task will show for the customer to upload a copy of the Insurance Statement (PLSICT).

Customers must provide updates for the following:

• Rates notice
• Up to date title search including the:
• Trust Deed, and /or
• Company Constitution (if applicable)
• Loan documents
• Insurance documents
• Mortgage documents

• Select Review and Submit
• Read the terms, conditions and declaration
• The receipt details and a DLS task show for customers to provide documents. Customers are advised they have 21 days to provide their evidence

Note: customers and partner (if applicable) are advised that consent must be supplied if the property being offered to the security of their HEAS loan is co-owned by a third party, trust or company.

The third party, trust or company must all provide consent using the:

• Home Equity Access Scheme single application form (SA496) for single customers, sections C, D, E or F, and a copy of the Trust Deed and/or Company Constitution, or
• Home Equity Access Scheme partnered application form (SA310) sections C, D, E or F, and a copy of the Trust Deed and/or Company Constitution

Work items allocate to CAOs to process in Process Direct when:

• customers provide evidence, or
• the request is past day 21

When evidence is provided, CAOs:

• will see the evidence attached to the work item in the Documents tab in Process Direct, and
• must change the document status to accepted

Note: if the customer has not provided evidence, a CAO must issue a Request For Information (RFI).

If the customer is partnered and they are requesting to add or change property securing the HEAS loan, CAOs must issue a Consent to add property to Home Equity Access Scheme Q888 letter to get the partner’s consent before completing the request.

See the Assessing documents for the HEAS applications table to determine if the documents provided are suitable.

A retirement village/lifestyle residence that does not provide land ownership cannot be used as security for the purposes of HEAS. This includes retirement villages/lifestyle residences that make use of:

• land lease
• leasehold, or
• loan licence arrangements

For a charge or caveat to be placed on a retirement village/lifestyle residence as security, the customer and/or partner must have their name on the Land Title Certificate.

Ask the customer to provide the Land Title Certificate proving ownership as well as:

• a copy of the Contract or Service Agreement between the customer and the retirement village/lifestyle residence
• a letter from the retirement village/lifestyle residence outlining the exit fees and costs
• details of any caveat or charge the retirement village/lifestyle residence may have registered on the title
• a letter from the retirement village/lifestyle residence consenting to the property being used as security for the scheme and that a deed of priority is not required

When all supporting documents are supplied, determine if the retirement village/lifestyle residence can be used as security.

If there is any doubt the Retirement Village/ Lifestyle Residence being offered is acceptable to secure a HEAS loan, CAOs may need to escalate using Technical Support Model.

If ownership is:

• proved, request a valuation. See Table 4 in Assessing Home Equity Access Scheme (HEAS) applications. When the valuation is returned, go to Step 14
• not proved:
• the property cannot be used as security for the purposes of HEAS, and
• if the customer does not have other property to use as security, REJ/REA

The customer must provide Survey Plans that show:

• The proposed changes including current and proposed size of lots
• Existing title particulars
• New lot and plan numbers (if applicable)
• Any legal documents (if applicable)

Once all documents are provided the CAO must make a determination on the continuation of HEAS payments.

CAOs must consider the below for a subdivision or boundary change:

• the original valuation of the property
• if the subdivision reduces the available equity
• the existing MLA
• the current HEAS loan balance owing
• the impact of other loan encumbrances (if applicable)
• if the customer disposing of or selling any subdivided lots:
• if so, is the customer seeking to settle their HEAS debt?
• if not, is the value of the part of the property that the customer is retaining still adequate to support the current amount owing?
• is a partial recovery required?
• if loan payments will stop during the process

If there will be a significant change to the equity in the customer's property and calculation of the MLA, the CAO must request an up-to-date valuation.

See Resources page for examples of when a valuation may be required.

Is a valuation required for a subdivision or change in boundary?

• Yes, request valuation. See Table 4 in Assessing Home Equity Access Scheme (HEAS) applications
• No, go to Step 15

If a customer has advised they would like to substitute the property currently being used as security for the HEAS loan to another property:

• CAOs must determine if a valuation is required
• If the property has had a valuation or has been purchased within the past 12 months, a valuation is not required

Is a valuation required for the substitute property?

• Yes:
• request a valuation
• see Table 4 on the Complex Assessment Officer (CAO) tab in Assessing Home Equity Access Scheme (HEAS) applications
• No, go to Step 16

See Table 4 in the Complex Assessment Officer (CAO) subtab in Processing applications for Home Equity Access Scheme (HEAS).

Complete the Home Equity Access Scheme Substitute Security Tasking Request template.

Include all required information such as:

• Substitute Security:
• Details of previous security property including address, description and caveat or charge number
• New security property address
• New security property description including Lot and Plan
• Property ownership details including Trust and/or Company, if applicable
• Details about retirement villages/lifestyle residences. For example, confirmation of consent to use property as security
• Change to title:
• Existing property address
• Existing caveat or charge details
• New property description including Survey Plan details and Lot and Plan details
• Any change to caveat or charge number on land title
• Property ownership details including Trust and/or Company if applicable
• Attach to the Tasking Request as applicable:
• Proposed Survey Plans for a subdivision or change of boundary, showing lot numbers, including information on where the security might be transferred to (from the existing HEAS property that is secured)
• Copy of title search for existing security
• Copy of title search for new security
• Rates notice
• Retirement Village/Lifestyle Residence consent letter
• Complete the template and send it from the HEAS team mailbox to the Property and Home Equity Access Scheme Legal team
• Use Fast Note - select Auto Text, use Older Australians > Home Equity Access Scheme > HEAS Caveat and Costs
  Note: CAOs must allocate the started work item to themselves through Work Optimiser
• Leave the Fast Note open and place it on hold for one month. Set the due date to fall after the end of the applicable calendar month (this may mean the due date is slightly longer than a month)
• When the Property and Home Equity Access Scheme Legal team responds with an email to the Decision Maker (to the HEAS team mailbox), with a Legal Explanation (LEX) number:
• annotate the HEAS Caveat and Costs Fast Note with HEAS caveat and cost - Tasking acknowledgement annotation. See Table 2 on the Resources page in Change of circumstances - Home Equity Access Scheme (HEAS) for the annotation content
• keep the Fast Note on hold for one month
• attach a copy of the email with the LEX number to the customer's record (and partner's if applicable)
• delete the email from the HEAS team mailbox

Await Response

Once the registration of the change is complete, the Property and Home Equity Access Scheme Legal team advises by email to the HEAS team mailbox.

If the registration has not been completed by the time the HEAS Caveat and Costs Note falls due, send a follow up email from the HEAS mailbox to the Property and Home Equity Access Scheme Legal team to enquire about the progress. DOC details of the follow up email on the customer's record and hold for a further 2 weeks.

Once email notification from the Property and Home Equity Access Scheme Legal is received confirming the change has been registered, go to Step 17.

CAOs must update the customer's HEAS loan details with the new security equity and deduction amounts (if any).

• Update HEAS/PLS screen with details including, but not limited to:
• Loan Security Value
• Deductions
• The correct CLK Property ID
• Update REBS, RE and REVI screens, with updated details including, but not limited to:
• Event Date
• Actual Valuation Date
• Current Market Value
• Land Area

Record all relevant change of circumstance in a Note/DOC including:

• Task Request Information
• Updated Valuation amount on HEAS secured property
• Documents received from customer, partner or third party, including but not limited to:
• Proposed Survey Plans showing for a subdivision or boundary change, lot numbers, including information on where the security might be transferred to (from the existing HEAS property that is secured)
• Rates notice
• Up to date title search
• Trust Deed and/or Company Constitution (if applicable)
• Loan documents
• Insurance documents
• Mortgage documents
• Changes to customer's asset amount and/or MLA (where applicable)
• SSAct 1991- Part 3.12, Division 1, Value of person's assets, section 1133, Qualification for participation in pension loans scheme

Annotate the HEAS DOA DOC as applicable to circumstances with HEAS Substitute Security or HEAS Subdivision or change to title annotation. See the Resources page for the HEAS Notes/DOC annotations table.

The system automatically issues a variation letter to the customer, advising of changes to their MLA.

Procedure ends here.

Customers must:

• go to the Home Equity Access Scheme Summary page
• select Change loan amount
• select Continue

Go to Step 2.

If the customer already has a Nominated Amount, it will show.

The customer is asked, 'Do you want to add or change the amount of equity to be excluded?'

• Yes, go to Step 3
• No, go to Step 5

• Enter the amount of equity to exclude, then select Estimate
• The system shows the new estimate MLA. Customers can enter different estimate amounts to choose their MLA
• Select Next

Go to Step 4

Once the Nominated Amount is changed, the system calculates and shows the MLA.

The customer is asked, 'Would you like to nominate a different maximum loan amount?'

• Yes, go to Step 5
• No:
• the customer is asked to review and submit their changes (see Step 6 for details)
• a work item is created for CAOs to action in Process Direct
• procedure ends here

The customer is asked, 'What do you want your maximum loan amount to be?'

Two options show:

• Select the maximum amount they can borrow up to, which is either:
• an existing system calculated MLA, if they did not choose to add or change a Nominated Amount, or
• a new estimated MLA, if they did add or change a Nominated Amount
• Select to nominate a different amount

If the customer selects a different amount and already has a nominated MLA, the MLA shows. Customers:

• can enter a nominated MLA, and
• select Next to proceed

Go to Step 6

After the customer has made changes, they must review and select submit. Customers can edit their changes if needed.

Go to Step 7.

After the customer submits their request, the receipt page confirms the change request:

• If the customer is partnered, their partner is required to consent to the customer’s request
• The receipt page shows a partner approval task, and the partner is notified that their approval is required

The customer can choose to withdraw their request.

If the customer has not withdrawn their request and the partner (if applicable) has approved the request, go to Step 8.

CAOs get activities for Change loan amount requests. This is to:

• review the answers from the customer in the online transaction, and
• finalise the work item in Process Direct

CAOs must:

• change the status of the activity from Draft to In Progress
• select to view the customer's answers
• check the HEAS details (HEAS) screen to make sure the changes updated
• manually update changes if required

Once the coding is complete CAOs can process and finalise the activity. An automatic Note/DOC creates to advise the Change loan amount is complete.

Note: for workarounds and known errors, see Process Direct - Current issues > HEAS.

Note: Only CAOs can stop a HEAS payment.

• Open the work item, and go to the Task Selector
• Select HEAS details (HEAS) screen
• Select Next
• On the HEAS summary, select Edit
• Check if the date of request requires correction, and correct if required
• Make sure the Cease Loan Ind field is coded Y. If not, change to Y
• Make sure the Reject/Cease Reason field is marked CLR. If not, change to CLR
• Select Save
• Select Assess to go to the Entitlement (ELD) screen, and finalise
• Go to Step 4

Note: Only CAOs can change a HEAS payment.

• Open the work item, and go to the Task Selector
• Select HEAS details (HEAS) screen
• Select Next
• On the HEAS summary, select Edit
• Check if the date of request requires correction, and correct if required
• Check if the request is for 150%, fixed or a percentage:
• for 150%, make sure the Loan Topup Type is MX2. If not, change as required
• for fixed, make sure Loan Topup Type is FIX and fixed rate requested correctly displays in the Loan Topup Amt pf field. If not, change as required
• for percentage, make sure Loan Topup Type is PCT and percentage as requested is correctly displayed in the Percent. If not, change as required
• Select Save
• Select Assess to go to the Entitlement (ELD) screen, and finalise
• Go to Step 4

Only CAOs can start a HEAS payment:

• Open the work item, and go to the Task Selector
• Select HEAS details (HEAS) screen
• Select Next
• On the HEAS summary, select Edit
• Check if the date of request requires correction, and correct if required
• Check if customer has received an advance or fortnightly payments in the last 13 weeks
• If no payments or advances in last 13 weeks, customer will have been asked to provide details of relationship status, bankruptcy information including their partner (if applicable) or a third-party co-owner and real estate. See tables above for processing details
• Check fortnightly payment choice:
• for 150%, make sure Loan Topup Type is MX2. If not, change as required
• for fixed, make sure Loan Topup Type is FIX and the fixed rate requested correctly displays in the Loan Topup Amt pf field. If not, change as required
• for percentage, make sure Loan Topup Type is PCT and percentage as requested correctly displays in the Percent. If not, change as required
• Go to the Cease Loan Indicator and code N. Remove the Reject/Cease Reason code
• Select Save
• Select Assess to go to the Entitlement (ELD) screen, and finalise
• Go to Step 4

• Use Fast Note - select Auto Text, use Older Australians > Home Equity Access Scheme > HEAS Notification of Change of Circs (CoC)
• Close the Fast Note
• The HEAS Notification of Change of Circs (CoC) Fast Note is set to automatically close. Annotate with further details as needed
• Procedure ends here

Has the CAO received the Complex Assessment > Request for CAO action > HEAS Incarceration Fast Note?

• Yes, go to Step 3
• No, go to Step 2

Where a CAO has received imprisonment information other than through the HEAS Incarceration Fast Note, see Admissions process for customers entering prison or psychiatric confinement.

Procedure ends here.

Where a CAO has received a HEAS Incarceration Fast Note, they must check if the following have been returned:

• SA497, and
• Authorising a person or organisation to enquire or act on your behalf form (SS313) (where applicable)

Have the SA497 and SS313 (if applicable) been returned?

• Yes, go to Step 7
• No, go to Step 4

Where a HEAS imprisoned customer was requested to complete and return their SA497 and SS313 (where applicable), the CAO must check the HEAS Incarceration Fast Note for the date the correspondence is due to be returned.

Is the requested correspondence due date today or in the past?

• Yes, go to Step 5
• No, go to Step 6

HEAS must be ceased - Failed to Return Correspondence (FRC) from the system date, being today's date.

See Table 2 in Home Equity Access Scheme (HEAS) cancellation, restorations and rejections.

Update the HEAS Incarceration Fast Note.

Annotate and include additional information below (where applicable) in the Fast Note and HEAS DOA DOC.

• SA497 received: N
• SS313 Provided: N/A
• Has HEAS Cease Loan Ind set to Y: Y
• Has HEAS Cease Reason been recorded as: FRC
• Date FRC HEAS cessation occurred: DD/MM/YYYY
• SSAct 1991 - section 1133, Qualification for participation in pension loans scheme and section 1137AA, Advance payments
• Additional information (provide any relevant details or actions completed for HEAS)

Close the Fast Note.

Procedure ends here.

Where the SA497 and SS313 (where applicable) due date is in the future, CAOs must update and hold HEAS Incarceration Fast Note until DPT + 1.

Staff must allocate the HEAS Incarceration Fast Note to themselves through Work Optimiser.

Annotate and include additional Fast Note information below (where applicable):

• HEAS Incarceration correspondence due: <DD/MM/YYYY>
• HEAS Incarceration Fast Note held until: <Due date + 1 day = DD/MM/YYYY>

Note: where the HEAS Incarcerated Fast Note is due and the SA497 and SS313 (where applicable) have not been returned, go to Step 4.

HEAS Incarcerated Fast Note is on hold.

Procedure ends here.

Once the SA497 and SS313 (where applicable) have been returned, the CAO will need to assess the following information.

If the customer:

• requested HEAS to be stopped while imprisoned, go to Step 8
• requested to continue to receive HEAS while imprisoned, go to Step 9
• completed an SS313, go to Step 10

The CAO must assess the following details in the SA497:

• Customer has requested HEAS to be stopped while incarcerated, through the SA497
• Customer has signed the SA497
• Partner (where applicable) has signed to provide consent for the customer’s HEAS to be ceased while incarcerated

Where a customer has provided the SA497 and they are partnered, and the partner has not signed to provide consent, then the CAO must:

• contact the partner and send a Request for Further Information (RFI) for the SA497 to be signed
• update and hold HEAS Incarceration Fast Note until Request for Information (RFI) DPT + 1

Annotate and include additional Fast Note details below (where applicable):

• Partner consent required
• HEAS RFI sent: <DD/MM/YYYY>
• HEAS RFI due: <DD/MM/YYYY>

Note: where the RFI becomes due and the SA497 has not been returned, go to Step 4 - Requested SA497 not returned.

Otherwise:

• The CAO must stop HEAS - Client Request (CLR) - Voluntary Withdrawal from the system date, being today’s date
• See Table 2 in the Home Equity Access Scheme (HEAS) cancellation, restorations and rejections
• Update the HEAS Incarceration Fast Note
• Annotate and include additional information below (where applicable) in the Fast Note and HEAS DOA DOC.
• SA497 received: DD/MM/YYYY
• Partner consent provided (where applicable); Y/N
• SS313 Provided: Y/N
• Has HEAS Cease Loan Ind set to Y: Y
• Has HEAS Cease Reason been recorded as: CLR
• Date CLR HEAS cessation occurred: DD/MM/YYYY
• SSAct 1991 - section 1133, Qualification for participation in pension loans scheme and section 1137AA, Advance payments
• Additional information (provide any relevant details or actions completed for HEAS)

Close the Fast Note.

If a HEAS imprisoned customer has completed an SS313, go to Step 10.

The CAO must assess the following details in the SA497:

• Customer has requested HEAS to continue while imprisoned, through the SA497
• Customer has signed the SA497
• Partner (if applicable) has signed to provide consent for the customer’s HEAS to continue while incarcerated

Where a customer has provided the SA497 and they are partnered, and the partner has not signed to provide consent:

• CAOs must contact the partner and send a Request for Further Information (RFI) for the SA497 to be signed
• CAOs must update and hold the HEAS Incarceration Fast Note - until Request for Information (RFI) DPT + 1

Annotate and include additional Fast Note information below (where applicable):

• Partner consent required
• HEAS RFI sent: <DD/MM/YYYY>
• HEAS RFI due: <DD/MM/YYYY>

Where the customer’s qualifying payment has been suspended or cancelled, the CAO will need to restore the qualifying payment.

As part of the restoration activity, the CAO must go to the HEAS/PLS screen and update:

• Effect Date = DPT+1 of the HEAS customer’s imprisonment (day after imprisonment)
• HEAS Only Ind = Y
• Any other circumstance changes provided in the SA497
• Finalise activity and make sure the qualifying payment is Current at Zero Rate (CZR)

Update the HEAS Incarceration Fast Note.

Annotate and include additional information below (where applicable) in the Fast Note and HEAS DOA DOC.

• SA497 received: DD/MM/YYYY
• Partner consent provided (where applicable); Y/N
• SS313 Provided: Y/N
• Does CUS want to continue to receive HEAS payments: Y
• Has HEAS Only indicator been updated on the HEAS Details (HEAS/PLS) screen: Y
• Date of Effect of HEAS Only Ind: DD/MM/YYYY
• SSAct 1991 - section 1133, Qualification for participation in pension loans scheme and section 1137AA, Advance payments
• Additional information (provide any relevant details or actions completed for HEAS)

Close the Fast Note.

If a HEAS imprisoned customer has completed an SS313, go to Step 10.

Where a HEAS customer has become imprisoned, and they have returned an SS313, see Adding or rejecting a nominee request.