Restoration of Mobility Allowance (MOB) 008-05070020

Locate the suspension or cancellation reason.

Process Direct

• Select the Customer Summary tile
• Search for the customer’s record
• Go to the Benefit status (XBS) screen
• Use the dropdown option in the System/benefit type code field to search for MOB
• Select the Notes icon to check for any DOC relating to the Period of Grace (POG) suspension (SUS) or cancellation (CAN) decision

Customer First

To access the Mobility Allowance (MOB) screens, in the Nxt field, key SVMOB, select ISS in the Sys field and press [Enter].

• Check the Benefit status (XBS) screen
• Review the Document List (DL) screen for any DOC relating to the POG SUS or CAN decision

Check the record to determine if the customer:

• meets eligibility for MOB
• has submitted a new claim for MOB
• needs to provide further information

Has the customer contacted within 13 weeks of the date of notice of suspension or cancellation?

• Yes, go to Step 2
• No, and MOB has been cancelled 13 weeks or more, go to Step 7

For more cancellation and suspension codes, see Cancellation, suspension and rejection codes for Mobility Allowance (MOB) including Period of Grace reasons

If MOB is in a period of grace (POG), go to Step 4.

If MOB suspension reason is:

• WUK - Whereabouts Unknown, go to Step 3
• FRC - they have failed to reply to correspondence, go to Step 5
• GWN - customer went overseas without notifying, and the suspension was within 13 weeks. The payment can be restored from date of return to Australia, if no other circumstances have changed. Go to Step 5
• O13B - customer was overseas more than 13 weeks, and the suspension was within 13 weeks, payment can be restored from date of return to Australia if no other circumstances have changed. Note: this code does not apply for departures on or after 1 January 2013. Go to Step 5
• O6W - customer was overseas more than 6 weeks, and the suspension was within 13 weeks, payment can be restored from the date of return to Australia if no other circumstances have changed. Go to Step 5
• SNS - their JobSeeker Payment (JSP) was suspended, go to Step 5
• SOT - other reason, go to Step 5
• SNR - they did not return their MOB review, see Mobility Allowance (MOB) Employment/Training Reviews. Procedure ends here
• SVE - they did not supply verification of employment and/or training, see Mobility Allowance (MOB) Employment/Training reviews. Procedure ends here

If MOB cancellation reason is:

• RNS - they received a mutual obligation exemption, see Table 2 > Step 3
• CNR - they did not return a MOB review, see Mobility Allowance (MOB) Employment/Training Reviews. Note: actioned by MOB Processing Team only. Procedure ends here
• CGP - their period of grace (POG) ended, and the POG was applied due to ceasing a qualifying activity, see Table 2 > Step 3. For list of Standard and Higher rate qualifying activities, see Eligibility for Mobility Allowance (MOB)
• cancelled for any other reasons, a new claim must be lodged. Procedure ends here

A customer’s payment may be restored with full arrears if:

• payment is SUS/WUK or CAN/WUK, and
• the customer has continued qualification and payability for their payment during the suspension/cancellation

The date of effect of the favourable decision (restoration) resulting from the review of the decision to suspend/cancel, is the date of the original decision (date of suspension/cancellation). See the References page for policy/legislation information.

Each customer's circumstances must be looked at individually to decide:

• if arrears are payable, and
• whether they:
• could be considered to not have received advice of the decision to suspend/cancel, and
• have continued qualification and payability during the suspension/cancellation period

Note: this also applies to customers who contact more than 13 weeks after the decision to suspend or cancel their payment. In these cases, it would be considered as if the customer was never told of the decision because:

• they were not at their known address, and/or
• advice of the decision was returned to Services Australia

Go to the Address Details (AD) screen and make sure the current home address is correctly recorded.

Where the customer’s address:

• needs to be updated or corrected:
• update address details, see Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• reissue returned correspondence, see Return to sender (RTS) mail for Centrelink
• to restore MOB, see Table 2 > Step 2
• is unchanged:
• evidence must be provided of current address - before the payment can be restored, see Return to sender (RTS) mail for Centrelink
• go to Step 5

Where MOB is not suspended but is in a period of grace (MOB/POG), it can be continued providing the customer qualified. For details about the POG, see Cancellation and Period of Grace for Mobility Allowance (MOB).

Check that MOB can be restored:

• If the customer commences a new activity, check that they meet the qualifying criteria for MOB
• If the customer returns to their qualifying activity, check they are maintaining at least 32 or more hours per 4 week period
• Verification of gainful employment, voluntary work, training or job search activities is needed
• this can be a letter from the employer (with employer's letterhead) providing the relevant details. If the customer cannot provide evidence, issue a:
• Mobility Allowance: Verification of work (including voluntary work), and looking for work activities (MA005E) or
• Mobility Allowance: Verification of training (MA005T)
• See Verification of Mobility Allowance (MOB) activities for details

Check:

• XDS and ETS screens to determine reason for POG. For more details about POG, see Cancellation and Period of Grace for Mobility Allowance (MOB)
• DOCs/Notes and Document Tools for evidence the customer has commenced a new activity. For more details about MOB qualifying activities, see Eligibility for Mobility Allowance (MOB)
• DOCs/Notes and Document Tools for evidence the customer has returned to the qualifying activity they were undertaking prior to entering, or within the POG

This may include where a customer has:

• commenced/recommenced hours of work, voluntary work or vocational training (or a combination) of at least 32 hours over a 4 week period
• recommenced participating with an employment service provider, as indicated on the Referral Summary screen (RRSUM) with relevant job codes, outlined in the Job Plan
• resumed their mutual obligation requirements after an exemption, as indicated on the Activity and Exemption Summary screen (AEX, which can be accessed in PD)
• resumed receiving JobSeeker Payment/ Youth Allowance (JSK) and is satisfying their mutual obligation requirements, as indicated by their payment status and on the AEX screen (which can be accessed in PD)

Is there evidence to confirm the customer is undertaking a qualifying activity?

• Yes, go to Step 5
• No, request any evidence needed. This can be a letter from the employer (with employer's letterhead) or the educational institution providing relevant details. If the customer cannot provide evidence, a verification form (MA005(E)M) may need to be issued. See Verification of Mobility Allowance (MOB) activities for form issue process:
• If the customer is still eligible for MOB, go to Step 6
• If the customer is not eligible for MOB, see Table 2 > Step 1

Before restoring payment, staff must determine if the customer meets eligibility for MOB requirements.

Review available information on:

• the DL/Notes
• Doc Tools/ Documents, or
• any documents provided

Does the customer need to provide any information, documentation or meet any other requirement before payment can be restored?

• Yes,
• tell the customer to provide information or documentation
• record details of request on a DOC/Note
• procedure ends here until information has been provided
• No, go to Step 6

Check if there are any changes in the customers circumstances. (For example, employer details, hours spent working or studying, or the type of training course being undertaken).

If there have been any changes to the customer’s circumstances, update the customer’s record. See Eligibility for Mobility Allowance (MOB). See Change of circumstances for Mobility Allowance (MOB) customers.

Check that the customer is still eligible. The MOB will be restored, if eligible, from date paid to, plus one (DPT + 1).

Has the customer provided all information required and is still eligible for MOB?

• Yes, see Table 2 > Step 2
• No, see Table 2 > Step 1

When MOB has been cancelled for 13 weeks or more, a new claim for MOB must be lodged (unless CAN/WUK) and a medical report may be needed.

See Processing claims for Mobility Allowance (MOB).

Check if there is existing evidence that clearly indicates the customer still needs substantial assistance to use public transport.

Clearly needs substantial assistance to use public transport

Record a DOC on the customer’s record with the date the customer contacts.

Tell the customer to claim online. If the customer is unable to complete an online claim, send a claim pack and tell the customer to complete the claim form only, not the medical report.

For Mobility Allowance Processing Staff only:

When claim is received, code the MOB new claim without changing medical details.

Insufficient information to determine medical eligibility

Record a DOC on the customer’s record with the date the customer contacts.

Tell the customer to claim online. If the customer is unable to complete an online claim, send a claim pack and tell the customer to complete the claim form and medical report.

For Mobility Allowance Processing Staff only:

When claim is received, code the MOB new claim.

Procedure ends here.

Tell the customer of any action needed for restoration including POG provisions (if applicable), and that the MOB cannot be restored until the information has been received:

• record the details on a DOC including any advice given to the customer
• customer can lodge evidence by uploading documents online, at a Service Centre or by post

Procedure ends here until requested information is received.

Code all notified changes to the customer's employment/training details on the Employment/Training Summary (ETS) screen before restoration. See Change of circumstances for Mobility Allowance (MOB) customers. This makes sure the correct rate for Mobility Allowance (MOB) is paid (standard or higher rate).

Go to the Benefit Action (BA) screen:

• in Svc Rsn, key MOB
• in Action, key RES
• leave the Reason field blank
• press [Enter] and the effect date will default to date paid to, plus one (DPT + 1). Note: this does not apply when customer has returned to Australia within 13 weeks of suspension. In these cases, DOE for restoration is date of return to Australia if no other circumstances have changed
• complete the Source field
• record the correct date in the DOR field
• record the details on a DOC including action taken, advice given to the customer, and any changes in circumstances recorded
• go to the Activity Result (AR) screen
• check if the customer is entitled to any arrears and that they appear correctly on the Assessment Results (AR) screen
• finalise the activity

The MOB will be restored and a letter will be generated telling the customer the outcome.

Procedure ends here.

A customer's MOB is cancelled because:

• their only qualifying activity was JSP, YA (job seeker) or PP and they received a temporary exemption from their mutual obligation requirements, or
• their only qualifying activity was JSP, YA (job seeker) or PP and that payment was suspended/cancelled
• their POG ended due to ceasing a qualifying activity such as study, work and gainful employment

If a customer is in receipt of JSP or YA (job seeker) or PP, and has mutual obligations, and they want to reclaim MOB:

• check the MOB cancellation DOC, and
• determine if the cancellation was less than 13 weeks ago

MOB can be restored if the customer meets the following:

• they had a temporary exemption from their mutual obligation, and the exemption has now ended and they are on JSP, YA (Jobseeker), or PP or
• they recommenced or changed their qualifying activity within the POG period, and evidence has been supplied and/or job plan has been updated with qualifying MOB activities, and
• it is within 13 weeks of the cancellation date

A new claim or medical report (MA002) is not needed for the customer to reclaim.

• Create a Fast Note for the Mobility Allowance National Team (AMW) to follow up. Use Fast Note - select Auto text, use Disabilities > Mobility Allowance > Mobility Allowance Action Required
• DOC the action needed
• Select Confirm

Procedure ends here.

For Mobility Allowance Processing Staff only:

Code the MOB new claim by accepting all existing information.

If customer’s MOB was cancelled because their only qualifying activity was JSP, YA (job seeker) or PP and that payment was suspended/cancelled and consequently restored with no gap in payment or mutual obligation requirements MOB can be restored from date paid to, plus one (DPT + 1):

• check all details are correct on the Employment/Training Summary (ETS) screen
• record all details in a DOC

Procedure ends here.

For Mobility Allowance Processing Staff only:

The Fast Note work item is allocated to an MOB Processing staff member for actioning.

Check all details are correct on the ETS screen and any other relevant screens.

Go to the Benefit Action (BA) screen:

• in Svc Rsn, key MOB
• in Action, key RES
• leave the Reason field blank
• press [Enter] with an effect date of date paid to plus one (DPT + 1)
• complete the Source field
• record the correct date in the DOR field
• record the details on a DOC including:
• action taken
• advice given to the customer
• any changes in circumstances recorded
• go to the Activity Result (AR) screen
• check if the customer is entitled to any arrears and they appear correctly on the Assessment Results (AR) screen
• finalise the activity

MOB is restored and a letter is issued telling the customer of the outcome.

Procedure ends here.