Austudy customer going overseas 102-11110020

• Yes, the Portability Script cannot be used, see Family Tax Benefit (FTB), Child Care Subsidy (CCS) and Paid Parental Leave scheme customer/child going overseas. Procedure ends here
• No, go to Step 2

Ensure the customer is in receipt of Austudy (both qualified and payable), or is a continuing student who lodged their claim before leaving Australia. If they are not a continuing student (for example, returning to study following a gap year) and they have recently lodged a claim, and will not become payable before leaving Australia, reject the claim CNC - Course Not Commenced. See Resources for examples.

Invite the customer to appoint a nominee for the period of their overseas absence.

Run the Portability Script - Departures and Returns. The script will determine if the customer is to be referred to specialist staff.

The customer may contact after using the Travelling outside of Australia service within their Centrelink online account. If the online service has already coded the absence, the system will record the details in a DOC. The online service may refer the customer to contact to have their absence coded, or explore further portability for their situation. In either case, the Service Officer is to run the script.

Is the script working?

• Yes, use the Portability Script - Departures and Returns. Procedure ends here
• No, go to Step 3

• Yes, the customer's payment will cancel from date of departure (or earlier if they ceased studying before leaving)
• check if the customer has employment income or is a 2WE reporter. If they are, see Recording and correcting employment income details
• explain the decision to the customer and advise them they must reclaim payment if they return to Australia
• record all details of the interview on a DOC
• issue a Pre Departure Interview - Portability Decision (XOB101) letter if the customer requests written advice of the decision. Note: as an automatic cancellation letter will be issued, the XOB101 may not be required
• go to Step 4
• No, go to Step 5

Record the change of address on 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
• Country of Residence (CRES) screen
• Go to the Assessment Results (AR) screen and check payment will stop from the date of departure for a residence related reason. Note: if the customer ceased study before departure, payment may stop from an earlier date with a different reason
• Finalise the activity. Do not suppress the auto advice

Procedure ends here.

Students and Australian Apprentices applying to have payment start or continue during overseas study or work, see Step 1 in Table 2 table.

In all other cases, establish if the customer is travelling for an approved reason.

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 reason for travelling.

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

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

Does the customer have an approved reason for travelling overseas?

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

Absence is temporary and is for an approved reason (other than overseas study/work).

• Determine if the customer has to contact when they have returned to Australia and discuss this before the customer's departure to correctly assess their ongoing entitlements
• Tell the customer they may meet the requirement for payment overseas but they must speak to Centrelink International Services (CIS) for a decision on their ongoing portability
• 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
• Contact CIS with the customer's details. The customer can talk directly to the CIS Service Officer. If the customer has documents proving their approved reason, scan the document onto the customer's record
• 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, complete a DOC advising what action has been taken (that is, call has been referred to CIS and details of travel, especially the reason)
• If it is not possible to transfer the customer immediately to CIS, create a referral:

Process Direct

• Select > Referral
• Referral type: International Services (CIS)
• Referral reason: Portability
• Referral detail: Restricted Portability
• Check Payment type is AUS - Austudy
• 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

Customer First

• 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

Check if the customer has employment income or is a 2WE reporter. If they are, see Recording and correcting employment income details.

Note: a stimulus reporter will be re-profiled to a notification reporter from their entitlement period start date (EPSD) on departure. Lodge any outstanding reports. The system will issue any entitlements. Place reporters on variable lodgement (4 or 12 weekly reporting) on 2WE lodgement and have any outstanding reports actioned via the Recording and correcting employment income details.

Tell the customer an officer from CIS will contact them as soon as possible

Procedure ends here.

The customer's payment will suspend from the date of departure (or earlier if they cease to qualify):

• Check if the customer has employment income or is a 2WE reporter. If yes, see Recording and correcting employment income details
• Explain the decision to the customer and record details of the decision on a DOC
• For absences of less than 6 weeks, automatic restoration may occur when the customer returns to Australia; otherwise, for absences of less than 13 weeks, payment can generally be restored manually. For longer absences, a new claim is generally required
• Determine if the customer has to contact when they have returned to Australia and discuss this before the customer's departure to correctly assess their ongoing entitlements
• Give the customer the contact details for CIS to enable them to contact Services Australia while overseas. See Centrelink International Services (CIS) - contact details for customers

Note: if the customer receives any add-ons, such as Rent Assistance, they will also stop on departure from Australia.

Record the details of the decision in a DOC.

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

See Step 3 in Table 3.

For a temporary absence Austudy can be paid to:

• Students, for the duration of the overseas units of study they are undertaking as part of an approved full-time Australian course. Note: students must continue to satisfy the student qualification criteria to remain qualified
• Australian Apprentices, if they remain qualified for payment as an apprentice, for the duration of activities such as working or training as an Australian Apprentice while they are overseas

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.

Note: immediately before the date of departure from Australia, the customer must be:

• undertaking full-time or approved concessional load study in an approved course, or
• a continuing/intending student

If not, overseas study provisions cannot be applied.

If the customer is studying overseas, and returns to Australia during their approved study period for less than 6 weeks, no new decision will be required when they depart again to continue their overseas study.

Example: a student receives a 6 month approved study period overseas. They return after 3 months for a 2 week break in Australia. When they depart again they are still within the original approved study period, therefore no new portability decision is required.

Has the customer been granted an approved overseas study period and are they leaving Australia again within 6 weeks to resume the study?

• Yes, procedure ends here
• No, go to Step 3

Is the customer an Australian Apprentice who is working or training overseas as part of their apprenticeship?

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

Is the customer intending to cease full-time study before their departure?

• Yes, see Step 2 in Table 3
• No, go to Step 5

Is the customer intending to combine a holiday overseas with their approved payment period?

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

If the holiday is:

• before starting study/work, payment will suspend on departure from Australia and will resume when the overseas study or work starts, as long as the study or work commences within 13 weeks of the suspension. If study or work does not commence within 13 weeks of the suspension, the payment will cancel and will not be able to be restored. To avoid a gap in payment, customers must always be encouraged 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. Payment will remain suspended for up to 13 weeks. If the customer does not return to Australia or recommence study/work overseas within 13 weeks, the payment will cancel and will not be able to be restored

Note: it may be necessary to check study dates (Education Course History (EDCH) screen) and relevant DOCs to ensure continuation of payment during and following an approved overseas study period.

See Resources for more information and examples on holidays combined with approved study overseas.

The customer is required to provide evidence of their overseas study or work that counts toward their Australian qualifications or apprenticeship.

Has the customer provided written evidence?

• Yes, go to Step 8
• No, advise the customer to lodge proof of the reason for their absence with Services Australia. Record details in a DOC. Procedure ends here

Discuss the verification provided by the customer for study units of their Australian course or undertaking apprenticeship training/work outside Australia. Keep a copy of the verification on file.

Is the Service Officer satisfied the evidence verifies the overseas study or training/work-related activities?

• Yes, determine the start and end dates of the course/activities. The approved study period may include additional travel time to allow them to prepare for the study and/or to finalise their affairs and return to Australia. Advise the customer payment can continue until the approved period end date
• No, advise the customer:
• the evidence has not been accepted and why
• they can go to obtain further evidence if they wish
• if they do not provide adequate evidence but still leave Australia, payment will stop on departure

See Step 1 in Table 3.

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: discuss with the customer the implications of not responding to Services Australia's mail. The customer must make arrangements to deal with any mail especially if mail is sent to their Australian address. If they want mail sent overseas there could be delays in both receiving and returning mail. Ensure the customer is registered for letters online which will prevent any delay in receiving correspondence from the agency
• Ask the customer if they wish to nominate an agent to act on their behalf while they are overseas. If so, record the details on a DOC
• Advise the customer if they remain qualified to receive them, add-ons can remain payable

Check if the customer has employment income or is a stimulus customer

• Check if the customer has employment income or is a 2WE reporter. If yes, see Recording and correcting employment income details

Check with the customer if any income or asset details have changed

• Update the system with the new information if required

Check the Future Activity List (FAL) screen

• Are any reviews due before the expected date of return? Action and finalise if possible, or advise the customer they must reply to any Services Australia mail while they are overseas

Finalise interview

• Record all details of the decision on a DOC
• Determine if the customer has to contact when they have returned to Australia, and discuss this before the customer's departure to correctly assess their ongoing entitlements
• Advise continuation of payment on their return to Australia or to contact the agency if their plans change while overseas
• Advise CIS contact details for contact with the agency while overseas
• Check if the customer has any further queries
• If the customer requests written confirmation of the decision, issue the customer with a Pre Departure Interview - Portability Decision (XOB101) letter

Departure date changes

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

If the departure is temporary but the customer no longer satisfies the Austudy activity test:

• For student customers, update the Newstart Education Status (NES) and the Education Course Details (EDC) screens. For help with coding, see Payment of Youth Allowance (YA) and Austudy when a student is deferring or discontinuing study before the end of the course
• If required, cancel payment on Benefit Action (BA) screen reason 'NST' (not full-time student) from date of departure or earlier if that is the case (complete for both the customer and partner if both are going overseas). Although the departure is temporary, the customer is no longer qualified for Austudy (that is, no longer a full-time student, or going overseas while classes are being held (not in a vacation period) and institution does not support absence)
• Allow automatic letter advising them of the reason or cancellation (loss of qualification, not due to portability) to be issued

Procedure ends here.

To code overseas absence:

• Record the change of address on 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 if available
• Update any change in rent details or accommodation
• Go to the Customer Advised Travel Details (RSCD) screen

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

• Yes, see Coding for approved Overseas Full Time Study (OFS) payments. Procedure ends here
• No, the customer is not travelling for overseas for an approved reason (or reason/evidence does not support payment under OFS provisions/approved reason):
• update the RSCD screen
• the reassessment will occur once the customer actually leaves Australia and the departure is verified via the Immigration Datalink