Suspension of Parenting Payment (PP) 102-10030120

Payments may be suspended if a customer is temporarily not qualified for payment or the payment is not payable because of:

• changes in circumstances or details where customer is no longer qualified for payment
• failure to comply with the requirements for payment (such as attend interview, meet requirements for a participation plan/Job Plan or meet reporting requirements)
• failure to respond to notice or request for action, provide information or documentation within a specified period (this may be after a notice has been issued requesting customer to provide written documentation about a change in circumstance or other request for information)

Auto suspensions may also be triggered if customers fail to comply with the requirements for payment, such as statement reporting. A notification of suspension or cancellation may also be auto triggered.

For a list of reasons for suspension for PP, see Cancellation, suspension and rejection codes for PP.

For restoring PP after requirements have been met or the customer meets qualification requirements, see Restoration of PP.

Customers must report changes in circumstances within 14 days of the change.

If a customer contacts to advise a change in circumstance that affects their qualification and payability for PP and the change means they are no longer qualified, their payment is to be suspended or cancelled immediately.

Parenting Payment Single (PPS) should not be suspended because a PPS customer advises they have become partnered. Becoming partnered is a change in the rate of Parenting Payment (PP), not a change in qualification. For more information see Transfer from PPS to PPP.

If it is not clear they do not meet the qualification criteria and there is not enough evidence to support this, a notice must be issued to advise of action needed to determine qualification. The customer is generally given 14 days from date of receipt of notification to provide the documentation before a suspension can be applied (usually FRC).

If they provide the requested documentation within 14 days from date of receipt of the notice (if they had originally advised of the change within 14 days of the change), or have already provided the written documentation within 14 days of the change, they are considered to meet their notification requirements.

Nominee arrangements

If the customer has a correspondence nominee, the Service Officer must try to contact the nominee to request information 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 Q134 or Q999 letter must be sent.

The letter must include:

• the reason for the suspension
• date of effect
• the action, information or documentation needed to allow payments to be restored
• reference to the relevant act, and
• the customer's review and appeal rights

When the payment is suspended, additional appropriate actions are also required, e.g. issue letter, code a manual review, DOC the decision. See Process for coding instructions.

When making an unfavourable decision, speak to the customer:

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

Make 2 genuine attempts to contact the customer by phone before finalising the decision.

Explain the reason for suspension.

Provide information about the required documentation or tell the customer what is needed so that the payment can be restored.