Suspension of payments of Assistance for Isolated Children (AIC) Scheme 102-10030040

Payments may be suspended if:

• a customer is temporarily not qualified for payment or
• the payment is not payable as a result of:
• changes in their circumstances
• failure to comply with the requirements for payment, or
• details are required to ensure that payments are directed correctly (such as a valid address or bank account details)

Suspension of AIC Scheme payments can only be actioned by the AIC Smart Centre staff.

The decision to suspend a customer’s payment is an action which has potentially a great impact on a customer.

Before a payment is suspended, an appropriate request for information must be issued and the appropriate time for response has passed. For further information, see the Process page.

Suspension does not necessarily indicate a loss of qualification, and full arrears may be issued if payment is subsequently restored.

AIC payments may be suspended if:

• the applicant's or student's circumstances have changed
• they have failed to comply with the requirements for payment or
• more details are required to ensure that payments are directed correctly

If a payment is suspended tell the applicant:

• the suspension reason and
• their review and appeal rights, to avoid placing them in financial hardship

If the customer has a correspondence nominee, contact must be attempted with the nominee before the payment is suspended.

Customers must be advised of the decision to suspend their payment. If an automatic letter is not issued by the system, a manual letter must be issued. For further information see the Process page.

When making an unfavourable decision, speak to the customer:

• explain the decision
• give them a chance to provide more information, and
• advise their review and appeal rights

Explain the reason for suspension. Advise the customer what documents are required or what is required for the payment to be restored.