ABSTUDY or ABSTUDY Pensioner Education Supplement (PES) customer going overseas 102-11090000

Check if the customer has employment income and, if yes, use the Earnings and Reporting workflow to allow changes to the event date on the Employment Income Paid Details (EAPP) screen. For further information, see Recording and correcting employment income details.

The customer may contact after using the Travelling outside of Australia service within their Centrelink online account. If the online service has already keyed the absence, details are recorded in a DOC. The online service may refer the customer to contact to have their absence keyed or explore further portability for their situation.

The following questions will determine if a Service Officer can complete a portability interview or must refer the information to a processing team or Centrelink International Services (CIS).

Note: the Portability Script - Departures and Returns cannot be used for assessing portability entitlement for ABSTUDY or ABSTUDY PES.

Is the customer leaving Australia to live in another country?

• Yes, go to Step 2
• No, and the customer:
• has already been granted an approved overseas study or work period and are they leaving Australia again within 6 weeks to resume the same activity. A new portability decision is not required, procedure ends here
• has not already been granted approved study and leaving again within 6 weeks for the same activity, go to Step 4

To be eligible for ABSTUDY or ABSTUDY PES, the customer must reside in Australia. Where a customer is departing Australia to live in another country, their eligibility for ABSTUDY or ABSTUDY PES ceases from the date of departure (or from an earlier date for a qualification reason if the student ceased study before leaving).

Is the Service Officer trained in making ABSTUDY updates?

• Yes, go to Step 3
• No:
• Send an ABSTUDY action request. Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY High Priority Action required > Confirm
• Include the following information in the body of the Fast Note:
  - Date of departure
  - Departure is permanent
  - Destination/country (if the customer is travelling to multiple destinations, record 'various or multiple')
  - New address details if provided
• If the customer has a Low Income Health Care Card (LIC), the LIC must be cancelled separately
• Procedure ends here

• Record the change of address on the Address Details (AD) screen if the customer has provided new address details. Note: it is not mandatory for the customer to provide an address outside Australia
• Update the Customer Advised Travel Details (RSCD) screen
• Update the Country of Residence (CRES) screen
• Go to the Assessment Results (AR) screen and check payment will cease from the date of departure for a residence related reason. Note: if the customer ceased study before departure, payment may cease from an earlier date with a different reason
• Finalise the activity. Do not suppress the auto advice
• Explain to the customer their payment will cancel and advise them of the requirement to reclaim if they return to reside in Australia
• If the student requests written confirmation of the decision, issue a Pre Departure Interview - Portability Decision (XOB101) letter. Note: an automatic cancellation letter will be sent, it is normally not necessary to send an XOB101
• Record details on a DOC of decision

Procedure ends here.

If the customer is an Australian Apprentice or a full-time or concessional study load student planning to travel overseas:

• to undertake work or activities as part of an apprenticeship, see Table 2 > Step 1
• to undertake studies at a secondary level, for:
• boarding students, go to Step 7
• non boarding students, see Table 2 > Step 2
• to undertake studies at a secondary non-school, tertiary or Masters and Doctorate level, see Table 2 > Step 4

In all other cases, establish if it appears that the customer is travelling for an approved reason (other than overseas study).

For assistance with this decision, see:

• Overseas absences for Australian Defence Force Reserves
• Overseas absences for acute family crisis
• Overseas absences for eligible medical reasons

Note: evidence is required to support the reason for travelling.

If a customer has indicated their overseas travel meets the initial criteria for an approved reason, refer the case to CIS for assessment.

Note: CIS approval to continue payment for a specific negotiated period will usually be 2 to 3 weeks. As it would be an unusual circumstance requiring a customer's attendance overseas for the maximum portability period, it is rarely granted.

Does the customer appear to have an approved reason for travelling overseas?

• Yes, go to Step 5
• No, ABSTUDY or ABSTUDY PES is not payable. See Table 3 > Step 1

Absence is temporary and appears to be for an approved reason (other than overseas study/work as an Australian Apprentice or student)

• Determine if the customer has to contact when they have returned to Australia and discuss this before the customer's departure
• If the customer has evidence for their travel, tell them that if they are registered for online services they can use Upload documents to provide the evidence. If they are not registered, they can either take the evidence to a service centre for scanning to their record, or post it. For address details, see Centrelink International Services (CIS) - contact details for customers
• Tell the customer they may meet the requirement for payment overseas but they must speak to CIS for a decision on their ongoing portability
• Contact CIS with the customer's details. The customer can then talk directly to the CIS Service Officer
• Transfer the call to CIS, and explain the customer's circumstances. The CIS Service Officer will take over and complete the portability interview with the customer. Once transferred, record details on a DOC advising what action has been taken (that is, the call has been referred to CIS and details of travel, especially the reason)

If it is not possible to refer the customer immediately to CIS, create a referral. Go to Step 6.

• Select > Referral
• Referral type: International Services (CIS)
• Referral reason: Portability
• Referral detail: Restricted Portability
• Check Payment type is ABSTUDY
• Select Next
• Referral details display. Update the following as required:
• Vulnerable or suspended customer
• Call customer required
• Translation required
• Appeal request
• Add additional information, ensuring to record the travel details including dates and reason for travel and confirm current telephone contact details
• Select Next
• Select Finish
• Tell the customer an officer from CIS will contact them as soon as possible
• Procedure ends here

• Create a Fast Note. Select Auto text > Centrelink International Services > Portability > CIS Restricted Portability Referral
• Record the travel details including dates, reason for travel and current telephone contact details
• Tell the customer an officer from CIS will contact them as soon as possible
• Procedure ends here

Secondary school students who attend a boarding school or hostel, whose allowances are paid to the boarding institution and depart overseas for a non-approved reason, are not entitled to ABSTUDY for the period they are outside Australia, regardless if they commence study within the first 3 weeks of a term. ABSTUDY is only payable for the period they are in Australia.

Update the Customer Advised Travel Details (RSCD) screen with the travel details.

Record details on a DOC.

Procedure ends here.

Will the customer continue to meet the eligibility criteria for ABSTUDY and will their Commonwealth Registration Number remain current while overseas?

• Yes, the customer may be paid ABSTUDY for the duration of activities such as working or training as an Australian Apprentice while overseas. Go to Step 6
• No, the customer does not qualify for ABSTUDY assistance while overseas. See Table 3 > Step 1

ABSTUDY is payable for the duration of approved overseas study if:

• the education institution at which the student is studying is equivalent to an approved education institution in Australia, and
• the course the student is studying is at secondary level and meets the study load provisions set down for secondary school students

Written evidence required

Customers must provide proof of the reason for their absence. Customers must also advise travel dates so the period of approved portability, including any additional travel time can be assessed, and, an overseas contact address if applicable.

If the customer is at a service centre and has evidence with them, upload the evidence to their record. See Attaching electronic documents to a Centrelink customer's record.

Otherwise, advise the student or Australian Apprentice of the above. If required, send a request for the documentation, see Requesting information (CLK).

Did the student provide the evidence as described above?

• Yes, the student qualifies for assistance while studying overseas. Go to Step 3
• No, advise the student evidence is required before an assessment can be made otherwise ABSTUDY payments will stop when the student leaves Australia. See Table 3 > Step 1

The periods for which ABSTUDY assistance is available for secondary school students studying overseas are, if the student:

• is participating in an international educational exchange program which is recognised by the relevant State or Territory education authority, the period of study at the overseas institution
• accompanies a parent/guardian who is employed by the Australian Government (for example, a member of the Australian Defence Force), the period of the overseas posting
• is studying overseas for any other reason, ABSTUDY entitlement is for a maximum of 12 months from the first date of attendance at the overseas education institution
  Note: if a student does not return to Australia, ABSTUDY assistance ceases from the end of the payment period that includes the anniversary of the first date of attendance. Where a student does return to Australia but returns overseas to recommence secondary study, the 12 month period will recommence from the date the customer recommences secondary study at the overseas education institution

Go to Step 5.

ABSTUDY is payable for the duration of approved overseas study or work placement if the following criteria are met:

• The student is enrolled on a full-time or concessional study load basis in an approved course at an Australian higher education institution, which
• approves the overseas study or work placement, and
• will credit the results of the study or work placement at the overseas education or placement institution towards the approved course
• The student meets the study load requirements in respect of the approved Australian course
• A work placement (if undertaken) forms part of the student's full-time Australian course, regardless of whether credit is given for the placement

Customers must provide proof of the reason for their absence. Customers must also advise travel dates so the period of approved portability, including any additional travel time can be assessed, and, an overseas contact address if applicable.

If the customer is at a service centre and has evidence with them, upload the evidence to their record. See Attaching electronic documents to a Centrelink customer's record.

Otherwise, advise the student or Australian Apprentice of the above. If required, send a request for the documentation, see Requesting information (CLK).

Did the student provide the evidence as described above?

• Yes, the student qualifies for assistance while studying overseas. Go to Step 5
• No, advise the student evidence is required before an assessment can be made, otherwise ABSTUDY payments will stop when the student leaves Australia. See Table 3 > Step 1

The student:

• is automatically approved for the Away from Home rate of ABSTUDY. This must be keyed on the Independent/Homeless/Away from Home Details (NIH) screen
• may qualify for Fares Allowance only if their circumstances overseas would entitle them to Fares Allowance if they experienced these conditions in Australia. Note: this refers to travel within the overseas country. Fares Allowance to travel between Australia and the overseas country is not available

Go to Step 6.

The student may:

• be assessed as independent or qualify for the Away from Home rate of ABSTUDY. This is only if their circumstances overseas would meet the requirements for these rates if the student was in Australia
• qualify for Fares Allowance if their circumstances overseas would entitle them to Fares Allowance if they experienced these conditions in Australia. Note: this refers to travel within the overseas country. Fares Allowance to travel between Australia and the overseas country is not available

Go to Step 6.

Is the customer intending to combine a holiday overseas with their approved study or work period?

• Yes, go to Step 7
• No, see Table 3 > Step 1

If the holiday is:

• before starting study/work, payment will stop from the date of departure from Australia and resume when the overseas study or work starts, as long as it is not cancelled in the meantime. To avoid a gap in payment, encourage a student to depart Australia within a few days of their overseas study/work start date
• after the end of the approved study/work period, payment will stop when the study/work stops

Note: it may be necessary to check approved study dates (Education Course History (EDCH) screen) to ensure continuation of payment during and following an approved overseas study period. If payment has been cancelled, it will not be possible to restore and continue payment.

The Resources page contains more information and examples on holidays combined with approved study overseas.

See Table 3 > Step 1.

• If the customer has not yet provided evidence for the reason for their travel but wants to be assessed for approved portability, advise them that unless they provide evidence and they meet the relevant criteria their payment will stop on departure
• Ask the customer if they have a contact address or phone number while outside Australia. If they do, check if they want their mail to go to their overseas address or continue to their normal Australian address. Note: ensure the customer is aware payments may be delayed if any forms are not returned
• Record the change of address on the Address Details (AD) screen, if the customer has provided new address details. Note: it is not mandatory for the customer to provide an address outside Australia
• Record the overseas telephone number and/or email address if provided
• Ensure the customer is registered for letters online which will prevent any delay in receiving correspondence from Services Australia
• Update any changes in rent or accommodation details
• Ask if they wish to nominate an agent to act on their behalf while they are overseas. If so, record details on a DOC
• Advise that if they remain qualified to receive them, add-ons can remain payable
• Ask the customer if any income or asset details have changed. If so, update the system with the new information
• Check the Future Activity List (FAL) screen for any reviews due before the expected date of return. Action and finalise if possible, or tell the customer they must reply to any mail from the agency while they are overseas
• Advise continuation of payment on their return to Australia or to contact the agency if their plans change or they are delayed overseas
• Advise contact details for CIS for contact with the agency while overseas

Is the customer travelling for overseas study or work and have they provided acceptable supporting documentation?

• Yes, go to Step 2
• No, they are not travelling for overseas study or reason/they have not yet supplied evidence/evidence does not support payment under Overseas Full Time Study (OFS) provisions
• Update the Customer Advised Travel Details (RSCD) screen with the travel details
• go to Step 5

Ensure students and Australian Apprentices intending to study or work overseas, are aware that if the departure date changes by more than 3 days, the approved reason for travel will no longer apply and payments will cease on departure. The customer must advise the change and the reason for travel must be reassessed.

Is the Service Officer in an ABSTUDY Smart Centre Processing Team?

• Yes, go to Step 3
• No:
• Send an ABSTUDY action request. Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY High Priority Action required > Confirm
• Include the following information in the body of the Fast Note:
  - Overseas payability assessment required
  - Date of departure
  - Start date of the approved study or work placement
  - End date of the approved study or work placement
  - Date of return
  - Destination/country
  - New address details if provided
  - Letter from current educational institution to support overseas study or work placement will be provided prior to departure
• Procedure ends here

Customer is travelling for overseas study (and has provided acceptable proof of the reason for their absence).

The approved study period may start several days (or weeks) after departure. A separate entry for RSCD may be needed.

There is no additional travel time allowed where study follows a holiday or a holiday follows study.

Code the travel details on the RSCD screen. Use Overseas Fulltime Study (OFS) as the portability reason.

Is the customer holidaying before commencing overseas study/work?

• Yes, go to Step 4
• No, go to Step 5

Update the RSCD screen for the holiday then again for the approved study. A portability reason is only needed for the approved study. Use Overseas Full Time Study (OFS).

If the approved study period is after the departure date but within 13 weeks of departure, payment should automatically restore on the Overseas Full Time Study (OFS) start date, otherwise the ABSTUDY Smart Centre Processing Team must manually restore payment.

Once the RSCD screen is coded, go to Step 5.

Go to the AR screen and finalise the activity. Note: the reassessment will occur once the customer leaves Australia and the Immigration Datalink verifies the departure.

If the customer requests written confirmation of the decision, issue a Pre Departure Interview - Portability Decision (XOB101) letter.

Is the customer a secondary school student approved to study overseas?

• Yes, go to Step 6
• No, procedure ends here

Update the education institution code on the Education Course Details (EDC) screen to Institute Code 4B551 for the period they are studying at the overseas education institution.

Is the secondary school student approved to study overseas for a reason other than accompanying a parent employed by the Australian Government or participating in an approved international exchange program?

• Yes, go to Step 7
• No, procedure ends here

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: ABY
• Review Reason: REV (Manual Review)
• Due Date: 14 days before the approved portability end date coded on the RSCD screen
• Source: INT
• Date of Receipt: today's date
• Notes: 'Secondary student is approved to study overseas xx/xx/20xx to xx/xx/20xx. Check if the customer has returned to Australia and since departed overseas to recommence secondary study. If so, extend the student's portability period on the RSCD screen for another 12 months from the date the customer recommenced secondary study overseas.'
• Keywords: ABYSUP and ACTABY
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: ABS

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action

When the review activity matures, check if the customer has returned to Australia and since departed overseas to recommence secondary study. If so, the student's portability period on the RSCD screen must be extended for another 12 months from the date the customer recommenced secondary study overseas.