Youth Allowance (YA) customer going overseas 102-11280000

• 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

Make sure the customer is in receipt of YA (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 claimed 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 has 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, details are recorded 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 to record the travel details, If the YA customer is:
• a student or an Australian Apprentice going overseas temporarily to study or work, see Step 1 in Table 2
• going overseas for another reason, the script will generate any further actions. Procedure ends here
• No, go to Step 3

• Yes, the customer's payment will cancel from the date of departure or earlier if they cease to qualify before leaving Australia:
• explain the decision to the customer and advise them of the requirement to reclaim if they return to Australia
• if the customer is also in receipt of add-ons (such as Rent Assistance (RA)) they will also cease on departure from Australia
• check if the customer has employment income or is a 2WE reporter. If they are, see Recording and correcting employment income details
• a stimulus reporter will be re-profiled to a notification reporter from their entitlement period start date (EPSD) on departure. Lodge any outstanding reports. Any entitlements will issue automatically
• finalise interview. Record all details of the interview in a DOC. If requested by the customer, issue a Pre-Departure Interview - Portability Decision (XOB101) letter
• go to Step 4
• No, go to Step 5

Record the change of address on Address Details (AD) screen if the customer has provided a new address. 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.

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

For help with this decision, see:

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

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 would be 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 will have 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 CIS for a decision on their ongoing portability
• If the customer has evidence for their travel, advise them 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 (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

Process Direct

• Select > Referral
• Referral type: International Services (CIS)
• Referral reason: Portability
• Referral detail: Restricted Portability
• Check Payment type is YAL - Youth Allowance
• 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, use Centrelink International Services > Portability > CIS Restricted Portability Referral
• Record the travel details including dates, reason for travel current telephone contact details. Advise the customer an officer from CIS will contact them as soon as possible
• 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):

• if the customer was being paid any add-ons, such as Rent Assistance (RA), they will also cease on departure from Australia
• explain the decision to the customer and advise them about the continuation of payment on their return to Australia
• 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 so they can contact Services Australia while overseas. See Centrelink International Services (CIS) - contact details for customers

Check if the customer has employment income is a stimulus customer

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

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.

Reporters on variable lodgement (4 or 12 weekly reporting) must be placed on 2WE lodgement and have any outstanding reports actioned via the Recording and correcting employment income details.

Record 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, YA can be paid to:

• Students for the duration of the overseas units of study being undertaken as part of an approved full-time Australian course. Students must continue to satisfy the student qualification criteria to remain qualified. Students may be eligible to be paid Youth Allowance at the away from home rate
• Australian Apprentices if they remain qualified for YA as an apprentice, for the duration of activities, such as working or training as an Australian Apprentice while they are overseas. If an Australian Apprentice is receiving the away from home rate this may continue for the period of their approved absence

Written evidence required

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

YA students eligible for Relocation Scholarship (RS) will be able to use the same proof of the reason for their absence (for example, a letter from the local educational institution) as verification for scholarship eligibility. A separate Campus Verification Form (SY101) is not required.

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 is given 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, encourage customers 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 suspend 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 the Resources page 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 qualification.

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 studying 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 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. For YA students, the same proof of the reason for their absence can be used as the verification for Relocation Scholarship eligibility. A separate Campus Verification Form (SY101) is not required
• No, advise the customer:
• the evidence has not been accepted and why
• they can get more evidence if they wish
• if they do not provide adequate evidence but they 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 implications of not responding to the Services Australia's mail. The customer must arrange to deal with any mail, especially mail 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 in a DOC
• advise the customer if they remain qualified to receive them, add-ons can remain payable

If the customer has employment income or is a stimulus customer

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

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.

Reporters on variable lodgement (4 or 12 weekly reporting) must be placed on 2WE lodgement and have any outstanding reports actioned via the Recording and correcting employment income details.

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 in a DOC
• Determine if the customer has to contact when they have returned to Australia, and discuss this prior to the customer's departure to correctly assess the customer's 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
• If the customer requests written notification 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 agency of 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 study requirements:

• 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 the Benefit Action (BA) screen, reason ‘NST’ (not full-time student) from date of departure, or earlier if that is the case. Complete for customer and partner if both are going overseas. Although the departure is temporary, the customer is no longer qualified for YA (no longer a full-time student)
• allow automatic letter to be issued advising them of the reason for cancellation (loss of qualification, not due to portability)

Procedure ends here.

To code overseas absence:

• 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 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 study or 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