Restoration of Assistance for Isolated Children (AIC) 102-10040040

If an applicant queries AIC cancellation or suspension, match the cancellation or suspension reason found on the Benefit Status line with the reason found in Cancellation, suspension and rejection codes for Assistance for Isolated Children Students (AIC) Scheme.

Once cancellation or suspension has been determined, go to Step 2.

Tell the customer of the details needed for restoration. Depending on the details needed, the customer can provide the details:

• verbally, by either face to face or telephony
• in a written statement, or
• by uploading the right documents

Has the customer given the details needed for restoration to occur?

• Yes, and the Service Officer:
• does not have the skills required to restore the customer, go to Step 3
• has the skills required to restore the customer. See Step 1 in Table 2
• No, advise the customer the details needed to restore the AIC. Record details on a DOC. Procedure ends here

All enquiries where the customer wants to discuss and/or provide further details on the suspension/cancellation of payment, must be referred to the AIC Smart Centre Processing team for action.

Send an AIC update action required Fast Note to the AIC Smart Centre Processing team. Select: Auto Text > Students, ABSTUDY & Apprentices > AIC > AIC update action required > Confirm.

Record all details of customer contact on a DOC.

Procedure ends here.

Ensure the applicant and student are eligible for AIC payments and the decision to restore payment is correct.

Are both the student and applicant eligible for AIC?

• Yes, and the status is
• AIC/CAN, go to Step 2
• AIC/SUS, go to Step 3
• No, record all relevant details on a DOC. Procedure ends here

If AIC is cancelled and eligibility is re-established within 13 weeks the payment can be restored. Where cancellation occurred more than 13 weeks in the past a new claim is required.

The Education Allowance (EPAH) screen can be used to determine the cancellation date.

Was the cancellation more than 13 weeks in the past?

• Yes, advise the applicant a new claim is required. See Initial contact with customers claiming under the Assistance for Isolated Children (AIC) Scheme. Procedure ends here.
• No, go to Step 3

To code the AIC restoration:

• In the student’s record, in the Nxt field, type 'SVAIC' and in the System field, type 'ISS' and press [Enter]
• Go to the Benefit Action (BA) screen and code the following:
• Svc Rsn field - 'EIC'
• Action field - 'RES'
• Source and DOR fields
• press [Enter]
• Effect Date should default to date of suspension or cancellation
• press [Enter]
• go to the Assessment Results (AR) screen. Confirm the payment of arrears is correct before proceeding with payment
• Go to Step 4.

Has an overpayment prior to suspension or cancellation been identified?

• Yes, follow up overpayment and raise overpayment if applicant has received payment to which they are not entitled. See Debt Management and Information System (DMIS) screens. Go to Step 5
• No, go to Step 5

A manual letter will be required if a Manual Follow Up (MFU) activity has been created on the Activity List (AL) screen after the restoration has been finalised.

Is there an MFU indicating a manual letter is required?

• Yes, go to Step 6.
• No, go to Step 7

Send a manual letter (Q999) to applicant giving the reason(s) for restoration of payment and advising of their rights of review and appeal.

• See Creating a Q999 or Q888 letter
• Go to Step 7

Record a DOC.

• Use Fast Note – select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Payment Restored
• Select confirm

Are there additional students in the applicants care that require AIC payments to be restored?

• Yes, repeat the above steps in Table 2 for any additional students required
• No, procedure ends here