Restoration of Parenting Payment (PP) 102-10040190

The following screens will show a history of the PP status including date of effect and suspension/cancellation reason:

Process Direct

• Search the customer record via the Customer Summary tile
• Select the Benefit History icon to locate the PPS or PPP status
• Alternatively, go to the Benefit status (XBS) screen. Use the drop down option in the System/benefit type code field to search for PEN or PGA
• Check for any DOC relating to the SUS/CAN decision using the Notes icon

Customer First

• Check Service Reason Summary (SRS) screen
• For Parenting Payment Single (PPS), check Pension Status History (PNSH) screen
• For Parenting Payment Partnered (PPP) check the PPP Change History (PGCH) screen
• Check for any DOC relating to the SUS/CAN decision on the Document List (DL) screen

If the customer has a partner, it may also be necessary to check the partner's record for reasons for suspension/cancellation (it may have been auto action, due to partner's payments being suspended or cancelled).

Has the customer contacted within 13 weeks of the date the suspension/cancellation decision was notified?

• Yes, go to Step 3
• No:
• PP is suspended/cancelled Whereabouts unknown (WUK), go to Step 3
• For any other reason, the customer will need to reclaim. See Claiming Parenting Payment (PP). Procedure ends here

If PP suspension/cancellation reason is:

• C06 (for PPP - youngest child 6 years and over), go to Step 4
• C14 (for PPS - youngest child 14 years and over), go to Step 5
• C6W (child overseas more than 6 weeks) may be restored with a gap in payment under certain conditions, see Return to Australia coding for dependent children
• 12F (earnings preclude 12 fortnights) generally cannot be restored. If CAN 12F at the end of a PPL payment period, the payment may be restored. See Resumption of income support payments (ISP) after the end of Parental Leave Pay (PPL)
• FAI (failed to attend an interview), see Conducting, rescheduling or failure to attend a Parenting Payment Single (PPS) Compulsory Participation Interview
• FRC (failed to reply to correspondence):
• reason No Job Plan, see Conducting, rescheduling or failure to attend a Parenting Payment Single (PPS) Compulsory Participation Interview
• all other reasons, go to Table 2
• FRP (failed to report or failed to report employment income), go to Step 6
• INC (income too high) generally cannot be restored. If CAN INC at the end of a PPL payment period, the payment may be restored. See Resumption of income support payments (ISP) after the end of Parental Leave Pay (PPL)
• INM (failed to contact after auto income management) should only be restored if customer has had their assessment allocation interview to discuss their expenses and priority needs.
• NTC (customer failed to supply Tax File Number (TFN)). PP may be restored if customer authorises use of TFN already recorded. Go to Table 2
• NTP (partner failed to supply TFN). PP may be restored if partner authorises use of TFN already recorded. Go to Table 2
• O6W (customer overseas more than 6 weeks):
• PPS customer may be restored with a gap in payment under certain conditions, see Return to Australia procedures for service centre and Smart Centre staff for pension payments
• PPP customer may be restored with a gap in payment under certain conditions, see Return to Australia procedures for service centre and Smart Centre staff for non-pension payments and cards
• SEA (Self-Employment Allowance) - direct deduction applied resulting in cancellation of payment or rejection of claim. Only restore if cancellation was due to SEA placement created in error, see Table 8 in Self-Employment Assistance, then go to Table 2
• TCF (did not meet provider requirement), see Re-engaging job seekers - Targeted Compliance Framework
• TCW (Provider work refusal failure), see Re-engaging job seekers - Targeted Compliance Framework
• Whereabouts unknown (WUK), see Return to sender (RTS) mail for Centrelink. If payment can be restored, go to Table 2
• Other reason not listed above, see Cancellation, suspension and rejection codes for Parenting Payment (PP). If payment can be restored, go to Table 2

PPP has cancelled due to their youngest child turning 6, or has a status of Cancel Next Payment ahead of a child’s 6th birthday (CNP-C06).

Does the PPP customer have a younger child in their care who is under the age of 6?

• Yes, check the Child Override/Claim (CHOC) screen for each eligible child to ensure a line has been coded for Service Reason PPP and Reason CLAIM
• For any children where this line is not present, code Service Reason PPP with Reason CLAIM to ensure each child is assessed as a PP child, See Child Override/Claim (CHOC) screen
• PPP will need to be restored, including where the PPP status is CNP. Go to Table 2
• No, the PPP customer will need to lodge a claim for an alternative payment such as Jobseeker payment. Procedure ends here

PPS has cancelled due to their youngest child turning 14, or has a status of Cancel Next Payment ahead of a child’s 14th birthday (CNP-C14).

Does the PPS customer have a younger child in their care who is under the age of 14?

• Yes, check the Child Override/Claim (CHOC) screen for each eligible child to check if a line exists for Service Reason PPS and Reason Other - Not PP Child but qualifies for add IFA (OTN), or Transfer out to partner (TOP)
• For any children where an OTN or TOP line is current, code Service Reason PPS with Reason End of override (EOV) to allow the system to assess the child as a PP child, see Child Override/Claim (CHOC) screen
• PPS will need to be restored including where the PPS status is CNP. Go to Table 2
• No, the PPS customer will need to lodge a claim for an alternative payment such as Job Seeker payment. Procedure ends here

Payment may be restored if the customer contacts within 13 weeks of being given the cancellation notice, and can supply employment details for all relevant periods.

PPS customers who are subject to mutual obligations, must have an acceptable Reason for late reporting and supply all employment income details for the relevant entitlement periods.

Customers with mutual obligation requirements must have also satisfied their mutual obligation requirements for these periods.

See Early or late lodgement of job seeker reports.

If the customer's income reduces their fortnightly rate to nil and some of that income is employment income, the customer's payment may remain current at nil rate for up to 12 fortnights and they may retain certain benefits.

Has customer contacted within 13 weeks of the date the cancellation decision was notified and they have provided an acceptable reason for late lodgement and they can supply all employment income details for the relevant entitlement periods?

• Yes, go to Table 2
• No, the customer will need to reclaim PP
• See Claiming Parenting Payment (PP)
• If the FTB status is CAN-OIS, see Restoration of Family Tax Benefit (FTB)
• Update the family income estimate if needed. See Estimating income for family assistance and Paid Parental Leave scheme payments
• Procedure ends here

Payment cannot be restored if there is:

• more information/documents still needed from the customer
• other information that states restoration cannot be actioned

Has the customer provided the required information verbally or as requested in writing?

• Yes, go to Step 2
• No:
• Tell the customer what information is needed before PP can be restored
• Issue a request for information if required and not previously requested, for example, Modules, proof of address details, see Requesting information (CLK)
• If the customer has an outstanding Reporting Statement, see Recording and correcting employment income details
• Record details on a DOC
• If appropriate make an 'enquiry' appointment for the customer to supply information. See Booking appointments in the Centrelink appointment system
• If the FTB status is CAN-OIS, see Restoration of FTB

When a decision has been made to restore an income managed customer's PP, consider how this may impact Income Management (for example, automatic reinstatement of Income Management or reviewing priority needs).

If a customer is income managed, the benefit status line will show INM immediately before their payment type.

Is the PP customer income managed?

• Yes, see Effect on Income Management when payment is restored or re-granted. Procedure ends here
• No, go to Step 3

Restore FTB first where:

• a customer is eligible for Rent Assistance (RA), and
• PP is suspended/cancelled, and
• both PP and FTB need to be restored

Is FTB status CAN-OIS?

• Yes, see Restoration of Family Tax Benefit (FTB). Once FTB is restored go to Step 4
• No, go to Step 4

For restorations of CAN FRP it is preferred staff action the restoration and coding of earns/reporting in Customer First as all updates will be completed in one activity. For staff not trained in Customer First see the Process Direct instructions below.

Customer First:

• Make sure the right system is selected for restoration:
• PGA for PPP
• PEN for PPS
• Go to the Benefit Action (BA) screen:
• in the Svc Rsn field, select or key PPP or PPS
• in the Action field, key RES
• complete Source and DOR fields
• the Event Date will default to the effect date
• Update any changes in circumstances, such as change of address. See Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• Code or confirm any employment income and process outstanding reports. See Recording and correcting employment income details
• Check customer is the principal carer of a dependent child from the date of restoration. Check information on file such as DOCs or scanned documents that might suggest the child is no longer in the customer’s care. If any doubts exits, a care assessment must be completed prior to restoration. See Change of care for Family Tax Benefit (FTB)
• Go to the Assessment Warnings and Error (AWE) screen and address any errors under Message text
• Select Continue to go to the Assessment Results (AR) screen. If the customer is entitled to arrears, check the correct amount is being paid. If required, see How to manually calculate arrears
• Select Finalise and Continue to finalise the activity

If presented with error (E235RT) - Manual Report Reason no longer valid-End date on RPRD screen, see Table 6, Step 6 in Reporting employment income self service troubleshooting.

Use the Fast Note - select Auto Text, use Parents > SUS/CAN/RES > PP restored. Record all relevant details, include any manual adjustments made to arrears/overpayment.

Go to Step 5.

Process Direct:

• Go to the Benefit Action (BA) screen:
• in the Benefit Type Code, select or key PPP or PPS
• in the Benefit Action, key RES - restore
• in the Date of Effect, key the date to resume payment, Example Payment can be restored back to date of suspension (DLP+1)
• Select Save
• Complete Receipt Date and Channel fields, select Save
• In the Header check Payment System is PGA or PEN
• In the Header check Service Reason is PPP or PPS
• If restoring CAN FRP
• Manually update any outstanding earnings on the EANS screen within the restoration activity. See Recording and correcting employment income details. If the activity is selected for QMA request an urgent QMA. DOC all details of the restoration including that the outstanding payment/s will be processed in a second activity
• When the above activity is finalised, process any outstanding reports using the Earnings and Reporting workflow
• Update any changes in circumstances, such as change of address. See Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• Check customer is the principal carer of a dependent child from the date of restoration. Check information on file such as DOCs or scanned documents that might suggest the child is no longer in the customer’s care. If any doubt exists, a care assessment must be completed prior to restoration. See Change of care for Family Tax Benefit (FTB)
• Select Assess and address any errors under Message Log on the Errors (SWE) screen
• Select Assess to go to the Entitlement (ELD) screen. If the customer is entitled to arrears, check the correct amount is being paid. If required, see How to manually calculate arrears
• Select Finish to finalise the activity

Go to Step 5.

FTB / Child Care Subsidy, check if the:

• customer is aware of their payment choices
• annual income estimate is still reasonable. See Estimating income for family assistance and Paid Parental Leave scheme payments
• CCS Activity Test details need to be updated. See Coding Activity Test details for Child Care Subsidy (CCS)