Restoration of Mobility Allowance (MOB) 008-05070020

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

Check the Document List (DL) screen. DOCs regarding the suspension/cancellation may contain details of action required for reassessment.

Are there any details indicating a need for the customer to provide further evidence (for example, to provide verification documents) prior to restoration of MOB?

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

If MOB is:

• suspended, go to Step 3
• in a period of grace (POG), go to Step 6
• suspended or cancelled WUK (Whereabouts Unknown), go to Step 4
• cancelled, go to Step 7

If the customer is reclaiming MOB:

• after being cancelled because they received an exemption from their mutual obligation requirements for JobSeeker Payment (JSP), Youth Allowance (YA) (job seeker) or Parenting Payment (PP)? See Step 4 in Table 2
• as their status is CGP (end of grace period) and the qualifying activity was being undertaken/commenced during the grace period, see Step 4 in Table 2
• after any other event occurred, a full MOB new claim must be coded. Procedure ends here

Restore MOB if customer has taken action to address the original reason for the cancellation. For:

• SUS/FRC they have failed to reply to correspondence, go to Step 8
• SUS/SNR they did not return their MOB review, see Mobility Allowance (MOB) Employment/Training Reviews. Procedure ends here
• SUS/SNS their JobSeeker Payment (JSP) was suspended, go to Step 8
• SUS/SVE they did not supply verification of employment and/or training, see Mobility Allowance (MOB) Employment/Training reviews. Procedure ends here
• SUS/SOT other reason, go to Step 8
• SUS/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 as long as no other circumstances have changed. Note: this code does not apply for departures on or after 1 January 2013. Go to Step 8
• SUS/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 as long as no other circumstances have changed. Go to Step 8
• SUS/GWN customer went overseas without notifying, and the suspension was within 13 weeks, payment can be restored from date of return to Australia as long as no other circumstances have changed. Go to Step 8

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

If the address has been incorrectly ended, go to the Address History (ADH) screen and 'D'elete the line with 'ADDRESS TYPE ENDED'. This will remove the end date from the current address.

Note: as long as the customer has continued to be qualified and retained payability for their payment during the period of suspension/cancellation, their payment may be restored with full arrears.

This may be the case even when the customer recontacts more than 13 weeks after the decision to suspend or cancel.

This is because the customer would be taken not to have received advice of the decision to suspend/cancel, if they were not at their known address and/or advice of the decision was returned to Services Australia.

This means that the date of effect of the favourable determination (restoration) resulting from review of the decision to suspend/cancel is the date of the original decision (date of suspension/ cancellation), as per the References page.

Each customer's circumstances must be looked at individually to determine whether they could be taken not to have received advice of the decision to suspend/cancel, and whether they retained qualification and payability during the period, and therefore receive arrears upon restoration.

Does the customer's address need to be updated or corrected?

• Yes, update address details and reissue returned correspondence. See Step 3 in Table 2
• No, go to Step 5

If customer's address is unchanged, they must provide evidence that they still live at the recorded address.

This evidence must be provided before the payment can be restored.

If mail is returned from an address which the customer advises is correct, further mail sent to the same address is also likely to be returned.

See Step 1 in Table 2.

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 required
• 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 their job search activities, outlined in the Job Plan with their Employment Service Provider
• recommenced participating in a Disability Employment Service (DES) program, as indicated on the Referral Summary screen (RRSUM)
• 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 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 8
• No, request required evidence. 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, see Step 3 in Table 2
• If the customer is not eligible for MOB, see Step 2 in Table 2

If CAN/CNR:

• cancelled as did not return MOB review, see Mobility Allowance (MOB) Employment/Training Reviews. Note: actioned by MOB Processing Team only. Procedure ends here
• cancelled due to ceasing a qualifying activity, see Step 4 in Table 2. See Eligibility for Mobility Allowance (MOB) for list of Standard and Higher rate qualifying activities
• cancelled for any other reasons, a new claim must be lodged. Procedure ends here

Is there sufficient information available on the DOC or the AL screen to determine that the MOB can be restored without further information being provided by the customer?

• Yes, go to Step 9
• No, see Step 1 in Table 2

Check if there are any changes in the customer's 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).

Is the customer still eligible for MOB?

• Yes, see Step 3 in Table 2
• No, see Step 2 in Table 2

Usually, once information/documentation requested has been supplied, a DOC or Note is recorded to state what was received and on which date. This information may also be noted as a comment on the activity on the Activity List (AL) screen.

Is the customer advising that information/documentation has been supplied?

• Yes. If documents are:
• not viewable in Document Tools, submit a request for a rescan. See the Rescan, retrieval or location requests for documents attached to customer records table to ask for documents to be located and scanned. Procedure ends here
• viewable in Document Tools, go to Step 3
• No, go to Step 2

Advise the customer of any action required 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 prior to restoration. See Change of circumstances for Mobility Allowance (MOB) customers. This ensures 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 as long as 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, then finalise the activity

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

Procedure ends here.

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

Customer is now in receipt of PP, JSP or YA (job seeker) with mutual obligation requirements again and wishes to re-claim MOB.

Was the MOB cancelled less than 13 weeks ago?

• Yes, go to Step 5
• No, go to Step 6

If customer's MOB was cancelled because their only qualifying activity was JSP, YA (job seeker) or PP and they received a temporary exemption from their mutual obligation requirements MOB can be restored from the date the customer reclaims MOB. No new claim form or medical report is required:

• 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
• Document the action needed
• Select Confirm

Procedure ends here.

For Mobility Allowance National Team (AMW) 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 ETS screen
• record all details in a DOC

Procedure ends here.

For Mobility Allowance National Team (AMW) Processing Staff only:

The Fast Note work item is allocated to an AMW 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, and 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, then finalise the activity
• record all details in a DOC

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

Procedure ends here..

MOB can be granted from the date the customer reclaims MOB. A new claim form is required, and medical report may be required.

Does the nature of the customer’s disability or any other existing evidence clearly indicate the customer still requires substantial assistance to use public transport?

For example, does the Mobility Allowance Misc. Circumstance (MOCD) screen indicate the inability to use public transport is permanent?

• Yes, a new claim is required and a new medical report is not required, go to Step 7
• No, a new claim is required and a new medical report is required, go to Step 8

Record a DOC on the customers record with the date the customer contacts.

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

Procedure ends here.

For Mobility Allowance National Team (AMW) Processing Staff only:

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

Record a DOC on the customers record with the date the customer contacts.

Advise customer to claim online. If customer is unable to complete an online claim, send claim pack and advise customer to complete the claim form and medical report.

Procedure ends here.

For Mobility Allowance National Team (AMW) Processing Staff only:

When claim is received, code the MOB new claim.