Claiming Farm Household Allowance (FHA) 002-02020000

Is the customer registered for PBS?

• Yes, tell the customer:
• They will not be eligible for a Pension Bonus if they have been paid FHA
• They should contact a Financial Information Service (FIS) Officer before they lodge their claim for FHA. Procedure ends here
• No, go to Step 2

Has the customer lodged a claim?

• Yes, and the customer:
• is asking about the progress of their claim, see Progress of claim - Farm Household Allowance (FHA)
• wants to withdraw their claim, see Table 5, Step 1
• No, go to Step 3

Farmers and their partners can claim FHA by submitting a combined partner online claim. Before starting their claim, both customers must:

• have a myGov account with a Centrelink online account linked to it
• be subscribed for online notifications, and
• be registered as a couple with Centrelink

Farmers and their partners who are unable or unsuitable to lodge an online claim can submit a combined paper claim.

There is still the option to submit individual claims.

Eligibility criteria for FHA include meeting mutual obligation requirements aimed at improving farm viability and the customer's long-term financial circumstances.

Different processes apply for customers experiencing vulnerability, see Intent to claim vulnerable customers. Customers can phone the Farmer Assistance hotline. See the Resources page for a link to Services Australia website and Centrelink phone numbers.

Service Officers must provide advice about the services available from the Rural Financial Counselling Service (RFCS) and offer a Referral to the Rural Financial Counselling Service (RFCS).

See the Resources page for email template and links for customers to the:

• Services Australia website:
• Payment and Service Finder to check if FHA is the appropriate payment to claim and then start their claim, and
• Details about FHA
• Department of Agriculture, Fisheries and Forestry website, details about:
• the Rural Financial Counselling Service, and
• FHA

Online claims are the preferred method for customers to submit a claim for FHA. The online claim pre-populates information already held on the customer’s record and only presents questions relevant to previously answered questions.

Make sure the customer has a Centrelink online account linked to their myGov account before directing them to claim online.

To be eligible to use the online combined partner claim, customers must meet the below criteria:

• currently linked as a couple on the system
• both be subscribed to Electronic Messaging
• have at least 1 bank account recorded in joint names
• claim is not being submitted by a nominee
• customer does not indicate they are in crisis
• relationship status is not changing in the claim
• partner is not already receiving an Income Support Payment or have a draft claim for Farm Household Allowance
• has answered yes to the question ‘Can you provided accurate information regarding your partner’s circumstances to support your claim?’

The combined partner claim is offered at the Review and confirm stage of the claim.

The claim will be on hold until the partner actions the partner review task. This task must be completed within 3 days. A notification is sent to their phone and myGov Inbox.

If the partner task is not completed within 3 days, the primary customer must:

• manually sign back into their online account, and
• submit the claim as an individual

The partner will then need to lodge an individual claim.

The online claim will expire after 13 weeks if not submitted.

See How users create a myGov account and link services and Using myGov accounts.

Note: nominees do not have access to submit online claims.

Can the customer claim online?

• Yes, go to Table 2, Item 1
• No, go to Step 5

The ACC replicates the questions in the online claim. Service offers are to use ACC when a customer is:

• unable or unsuitable to complete an online claim
• unwilling to claim online

Is the customer available to answer the questions in ACC?

• Yes, go to Table 4, Step1
• No, if a customer is unable to claim online or via ACC, issue a paper Claim for Farm Household Allowance (SU694). Go to Step 6

If you suspect, or if the customer discloses they are experiencing vulnerability, offer referral to available resources, external service providers or agency specialist staff if required.

Issue the following forms to the customer/nominee where applicable.
Use the Mail Forms guided procedure > service reason Farm Household Assistance:

• Claim for Farm Household Allowance (SU694)
• Income and assets (SA369)
• Real estate details (MOD R) - if the customer owns the home they live in and it is on a block of land larger than 2 hectares, is on more than one title, or is used to produce income
• Business Details (MOD F) - if the customer is a sole trader or involved in a business partnership
• Private Trust (MOD PT) - if the farm enterprise is a trust
• Private Company (MOD PC) - if the farm enterprise is a company

Customers can also download forms from the Services Australia website. See the Resources page for links.

Tell the customer completed forms can be submitted online, by post to the address listed in the claim form notes, or in person at their local service centre.

Note: paper claims for FHA can be lodged and accepted from the Rural Financial Counselling Service.

To support their FHA claim, customers may be requested to provide:

• confirmation of identity
• tax file number
• evidence of income and assets, including water assets (an estimate of the value of water assets must also be provided). See Assessing assets for Farm Household Allowance (FHA) and Assessing income for Farm Household Allowance(FHA)
• copies of the latest financial documents for each business:
• personal income tax return
• business tax return
• profit and loss statement
• balance sheet
• the following may also be needed:
• proof of Australian residence if they are not an Australian citizen born in Australia
• copies of documents that show any leave entitlements or redundancy payments received from an employer in the last 12 months, for example, Employment Separation Certificate form (SU001) or employer letter

Previously supplied information must be used in the first instance.

Documents can be submitted:

• using Upload documents service through via their Centrelink online account or the Express Plus Centrelink mobile app
• by Post, see the Resources page for a link to the Services Australia website, Claiming Farm Household Allowance, Submit your claim
• in person at a service centre, Rural Agent, or Access Point

Note: do not accept documents sent to a personal or positional Services Australia email address. Customers must only provide documents as described in the list above.

Timeframe

Additional information and documentation must be provided within 14 days of the date their online claim was submitted or the SU694 was lodged.

New claims are scanned and uploaded to the customer's record. Smart Centre Processing FHA Service Officers will stream the new claim.

After claim lodgement, Farm Household Case Officers will contact the customer via phone during days 1 to 3 to offer a referral to the Rural Financial Counselling Service.

The customer is sent a letter to advise the outcome of their claim.

Mutual obligations

• Once FHA has been granted, the Farm Household Case Officer (FHCO) will contact the customer to request a Farm Financial Assessment (FFA) with a financial assessor
• Once the completed FFA has been accepted, the customer is sent a request to negotiate a Financial Improvement Agreement (FIA) with their Farm Household Case Officer (FHCO)

The customer can choose to complete the FFA with a person who has appropriate qualifications or expertise to conduct the assessment. The FFA supplement will not be paid when the FFA is completed by a Rural Financial Counsellors (RFC) as this is a free service.

If the customer does not meet their mutual obligations, FHA payments may be stopped or rejected.

When the customer has a Centrelink online account linked to myGov, they must:

• sign in to myGov and select their linked Centrelink online account
• from the Menu, select My details > Personal and contact details > My profile to make updates:
• My profile page shows information from their Centrelink record
• select Update (relevant service name) in the sections such as Relationship or Interpreter details that need updating. Note: accommodation details are covered in the claim questions

Electronic messaging

Customers who provide a mobile phone number or email address:

• are automatically subscribed to Electronic Messaging (EM) services unless they have declined EM before. For electronic messages, customers nominate a preferred contact method (SMS or email)
• are automatically subscribed to receive their Centrelink mail online via their myGov Inbox
• can opt out of these services at any time

Customers must create a myGov account and link their Centrelink online account to it to start an online claim.

To start an online claim, customers must:

• Sign in to myGov and select their linked Centrelink online account
• Select Payments and claims > Claims > Make a claim from the Menu option
• On the Make a claim page, select the Other payments category followed by,
• Apply for Farm Household Allowance
• Select Begin to answer the streaming questions on the Eligibility check pages to check they are claiming the most suitable income support payment.
  If the customer is advised they are not eligible for FHA based on their answers, the online claim will advise them why and:
• refer them to Payment and Service Finder, or
• tell them to contact Service Australia to discuss a more suitable payment.
  They can select Back to return to the Make a claim page to begin a different claim type

To access their online claim, customers must:

• sign in to myGov and select their linked Centrelink online account
• select Payments and Claims > claims > Make a claim menu option

A list of all online claims started by the customer will display.

If the status of the claim is incomplete, the customer can choose to:

• Continue claim to display the next question set to be completed, or
• Cancel claim page will display for them to confirm they want to do this. Once cancelled, the customer will not be able to view or continue the online claim, and no claim information is recorded. The customer can start a new online claim at any time

The Claim navigation page displays the steps of the claim to be completed. The customer must complete the steps in order, the next section cannot be started until the previous section is complete.

The steps are accessed by selecting Start.

Each step contains modules with relevant questions. The modules are displayed as tabs at the top of each page. On each question page, the customer can select:

• Previous to go back to the previous question or module
• Continue to save and progress through the claim
• Next to move to the next module questions

Customers can read help text with the questions on the current page. Selecting Launch the digital assistant link below the help text launches the interactive Digital Assistance.

When the customer completes each module and reaches the end of the step, they are returned to the Claim navigation page to select the next step.

As a step is completed, the customer has the option to return to a previously completed section to change their answers by selecting the Edit option. They can then navigate directly to the module they want to update by selecting the relevant tab.

They will be returned to the Claim navigation page after making changes,

The claim does not have to be completed in one session. Customers can leave the Claim navigation page at any time and the responses will automatically save. This enables them to continue with their claim later (see Item 3).

Customers must answer all mandatory questions before they can submit their claim.

Question sets include:

• Personal details - identity, address, contact details, relationship
• Contact requirements - Permission to Enquire, Nominee
• Australian residence
• Accommodation
• Child details

Question sets include - Farm details for each farming business:

• Farm Production details
• Farm Finance details
• Gross Primary Production income
• Farm income and expenses details
• Circumstances - Illness/Injury questions and previous employer

Income and asset modules will be displayed based on the customer's responses to trigger questions in the claim, including:

• payment destination
• Tax File number
• tax deductions
• cash on hand
• savings
• investments
• business, trust, and companies
• other assets
• income
• additional circumstances

The customer is advised if there is existing income and asset information.

Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. This includes the employer name and ABN.

Service Officers can recognise a STP employer has been presented if the question "Do you work for (employer)" displays in the claim slider. More details can be seen on the STP Employer Update (EMCF) screen.

Provide details later

If the customer cannot provide all their income and asset information, they can provide this information on a paper form. This will be advised at Next steps.

Some modules still require paper forms to be completed:

• Private Trust (MOD PT)
• Special Disability Trust (MOD SDT)
• Private Company (MOD PC)
• Compensation and damages (MOD C)

Customers can upload their supporting documents for income and assets by using the Upload documents service.

For more details, see Assessing assets for Farm Household Allowance (FHA) and Assessing income for Farm Household Allowance (FHA).

Payment destination page in Assisted Customer Claim (ACC)

Customers can bypass the Payment Destination page in ACC if they have advised they:

• do not have a bank account
• cannot provide a payment destination, and
• cannot open a bank account within 14 days due to barriers

This is done by selecting the 'I do not have bank account details' checkbox. No account information saves, and the customer can continue the claim to submission.

The Review page contains a summary of all the information provided by the customer so they can check what they have entered is correct. The information is displayed in sections, for example, About your situation.

If the customer:

• has not completed all required details, they can select the Update button relevant to the answers that need changing. This will take them back to the question pages in the online claim
• is eligible to submit a combined partner claim, they will see these options and can select:
• for both myself and (their partner's name) to claim on behalf of themselves and their partner
• just myself to claim for themselves only. This means the partner will need to lodge a separate claim

Declaration

Once all information is correct, the customer must accept the declaration by ticking the box. Completing the declaration means a signed claim form is not required.

Acknowledgement

The customer must accept the acknowledgement by ticking the box. Completing the acknowledgement means the customer understands and agrees to the terms of their claim.

Confirm Information

The customer must select the Confirm Information button to save all the information provided in the claim. Answers in the claim cannot be changed once this button is selected.

The Next steps page advises the customer of any further information or documentation required for them to submit their claim.

Customers must provide all required documents and verify their identity (when a Confirmed Identify status has not been achieved) to submit their claim. Exceptions will be made for some vulnerable customers.

To be assessed from the earliest possible date, customers need to provide all required information and supporting documents and submit the claim as soon as possible.

The date the customer submits the claim generally determines the claim start date. Customers can access their saved claim for 13 weeks. After 13 weeks the claim expires. For details about what happens when the customer's claim is processed, see Table 1, Step 7.

Customers can access their started online claim using their Centrelink online account or the Express Plus Centrelink mobile app to upload the required documents to submit their claim.

In the Next steps section, there is an Upload button next to most listed tasks. This button launches the Upload documents service and changes the Task status to 'Done' once documents have been provided or actions completed.

If necessary, Service Officers can scan the documents and submit the claim for the customer:

• scan the documents
• run the Request and Manage Customer Tasks guided procedure in Customer First to submit the claim, or
• task can be marked as 'provided' by accessing the Tasks icon in Process Direct. See Table 5 in Circumstance Change Monitor (CCM) for more details

If the customer uploaded or provided documents before starting the online claim the document displays as Required on the Next steps section. The customer can:

• re-upload the document on the Next steps section, or
• contact by phone or in person to have the Request and Manage Customer Tasks guided procedure run to change the document status from Required to Provided

To submit their claim, customers must:

• answer all mandatory questions
• provide all their required documents
• verify their identity (when a confirmed Identity Confirmation status has not been achieved)

Exceptions may apply for vulnerable customers to submit their claim without providing all documents.

The claim cannot be submitted if the Required tasks are not completed.

Once the relevant tasks are completed, the Submit button is available so the customer can submit their claim.

Claims not submitted within 13 weeks expire.

Customer claiming on behalf of themselves and their partner:

• The claim will not submit until the partner actions the Partner Review task within 3 days in their online account
• If the partner review task is not completed within 3 days, the primary customer must:
• manually sign back in to their online account, and
• submit the claim individually
• The partner will need to submit their own individual claim

The customer must not try to submit a combined partner claim more than 12 weeks after starting the claim. There needs to be enough time for partner to complete the partner tasks before the claim automatically cancels online due to time lapse.

Note: in some circumstances, the customer and partner must confirm their relationship. For more details, see Confirming a partnered relationship.

The Claim submission details page will display:

• Submitted date
• Claim ID
• 3 phase claim tracker
• Estimated Completion Date Range (ECDR), a date range that can be advised to the customer
• A 'view claim history' button
• A 'view claim answers' button

'Channel hopping' allows:

• the customer to start a claim online and have it continued by a Service Officer, or
• a Service Officer to help a customer with starting a claim, which would then be completed by the customer online (a Centrelink online account linked to myGov is required)

Note: nominees acting on behalf of their principals cannot submit a FHA claim or combined partner online claim.

Once a customer has selected the payments they want to apply for and continued into the claim the system automatically:

• allocates a Claim ID to the claim
• creates a DOC on the customer's record, including the Claim ID

The status of the online claim and a history of the customer's online activity in relation to the incomplete claim can be viewed in Customer First.

See Streaming and processing a new claim for Farm Household Allowance (FHA).

When a customer submits an online claim, the system automatically:

• creates an FHA claim (Social Application) on the customer's record
• creates a DOC

Full online claim information can be viewed in the customer's record within the FHA claim (Social Application).

See Streaming and processing a new claim for Farm Household Allowance (FHA).

• Incomplete claims need additional information from the customer to submit their claim. Customers can select to Continue claim to continue with their claim or Cancel claim to cancel it. Claims that have not been submitted within 13 weeks of being started will expire
• Cancelled claims - claims that have been cancelled by the customer before the claim has been submitted. Before the claim is cancelled, customers are advised after it is cancelled this claim cannot be viewed or continued, and this action cannot be undone
• Submitted claims - claims waiting to be processed and cannot be edited by the customer
• Withdrawn claims - claims which have been submitted by the customer but then withdrawn by the customer as they do not want to pursue the claim
• If the customer withdraws their claim online, they are first advised after it is withdrawn the claim cannot be reinstated, and they cannot appeal this decision. This will cancel the claim activity and DOC the record. An MFU may be created if the claim withdrawal could not be completed. See Cancel or withdraw an online claim
• Withdrawing a claim on behalf of a customer. See Table 5, Step 1
• Completed claims - claim which have been processed and will have been granted or rejected. Customers can select View claim to view the claim history or claim answers.
  Note: the rejection reason is not displayed online. A customer whose claim has been granted will not receive payment until the follow-up Social Services Plan (SSP) has been approved

An online claim will expire in 13 weeks if not submitted. The customer must then submit a new claim.

Check the Document List (DL) screen for any DOCs relevant to a claim for FHA.

Customers will not be able to submit their claim until the completion of all required tasks. Tell the customer:

• Claims started online or via ACC need all the tasks completed to be able to submit the claim
• The tasks to complete the claim present in the online claim
• To submit their claim as soon as possible to receive payment

If the customer cannot access their online account the Service Officer can submit the claim for them.

Electronic messaging

Customers will be automatically subscribed to Electronic Messaging (EM) when they provide a mobile phone number or email address (unless they have decline EM before).

They will receive messages via their preferred contact method to complete all Required tasks, see Electronic Messaging (EM) - Targeted notifications.

Update the customer's:

• personal details via Change in Contact Details workflow
• contact and interpreter details via the Other Contact Details (OCD) screen in Customer First

Establish if the customer has a partner. Clarify the partner's intent and if eligible, submit a combined partner claim. If the partner is:

• available, start a separate ACC with the partner
• unavailable, issue a paper Claim for Farm Household Allowance (SU694) to the partner

If ACC was started before the updates were made, the claim can be exited and the updates made outside the claim before submitting it. The updates will appear on the Review page in ACC.

Note: update accommodation details in ACC. Do not use the Change in Contact Details workflow.

Service Officers can access ACC via the ACC desktop icon.

The Customer Claim Summary page displays current and historical claims.

• Select Make a claim
• Select the Get started link under the Other Payments heading
• Information about FHA displays. Select Apply for Farm Household Allowance
• On the Eligibility check:
• Read the privacy message in full to the customer
• Select the customer's response
• Answer the streaming questions to check their eligibility for the payment
• Update Source and Date of Receipt fields if necessary
• Select Claim now

Introduction text advises the customer about collecting and confirming information before the claim can be submitted.

Select Begin, customer is advised of the following:

• submit their claim as soon as possible to be paid from the earliest date
• what to expect during their claim process and the steps they must take
• information that may need to be supplied to complete the claim

Select Continue.

The Claim navigation page displays the sections of the claim to complete. Complete the sections of the claim in order. The next section cannot be started until the previous section is complete.

This page displays:

• Claim status
• Claim number
• Information about:
• submitting their claim to be paid from the earliest possible date, and
• the date to submit their claim by

FHA claims will be assessed from the date the claim is submitted.

Note: different processes apply for customers experiencing vulnerability, see Intent to claim and vulnerable customers.

The steps are accessed by selecting Start.

Each step contains modules with relevant questions. Select:

• Previous to go back to the previous question in a step
• Next to progress with the module questions

Service Officers can read help text with the questions on the current page. Selecting the Launch the digital assistance link below the help text launches the interactive Digital Assistance.

When each module is completed and reached the end of the section, the Claim navigation page will display to select the next step.

As a step is completed, the option to return to a previously completed section can be accessed to change answers by selecting the Edit option. Go directly to the module to be updated by selecting the relevant step.

Service Officers will be returned to the Claim navigation page after making changes.

The claim does not need to be completed in one session. The customer's responses will automatically save so they can continue with their claim later.

Customers must answer all mandatory questions and upload required documents before the claim can be submitted, except where a claim submission exception applies.

Expired Claims

If not submitted, the online claims, including those started with ACC will expire after 13 weeks and the customer must start a new claim. Service Officers should remind customers to submit their claim. Where they are unable or unwilling to do so, Service Officers can submit the claim on their behalf.

Question sets include:

• Personal details - identity, address, contact details, relationship
• Contact requirements - Permission to Enquire, Nominee
• Australian Residence
• Accommodation
• Child details

Specific questions for FHA.

Questions sets include - Farm details for each farming business:

• Farm Production details
• Farm Finance details
• Gross Primary Production income
• Farm income and expenses details

Current payment destination details will display if the customer is currently in receipt of a payment. Either select this account or add a new account.

The customer must give the following details for the relevant payment destination

• name of account
• branch (BSB) number
• account number

Customer does not have their payment destination details available

If the customer cannot give a payment destination within 14 days due to having barriers in opening a bank account, a temporary exemption can be granted for 28 days.

Note: the customer will not receive any payments until a payment destination is provided.

Service Officers can bypass the Payment Destination page by selecting the I do not have bank account details checkbox. They can then continue and submit the claim.

Do not select the checkbox if the customer has a bank account but is unable to give the details when completing the ACC.

Before selecting the checkbox, consider all the following:

• Only select the checkbox if the customer does not own a bank account and is unable to give a payment destination within 14 days due to having barriers in opening a bank account
• If this option is selected, tell the customer they will not receive any payments until a payment destination is given

Ask the customer to give their bank details as soon as possible.

Questions include income and asset modules based on the customer's responses to trigger questions in the claim, including:

• payment instructions
• tax file number
• savings
• investments
• businesses, trusts, and companies
• other assets
• income
• additional circumstances

If there is existing income and asset information recorded, confirm, or update accordingly. Where income or assets are marked as 'confirmed', a required task may not be created even if documentation is required for verification. See Verifying income and assets.

Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. This includes the employer name and ABN. Staff can recognise a STP employer has been presented if the question “Do you work for (employer)” is displayed in the claim slider. Further details can be seen on EMCF.

Some question sets require paper forms to be completed:

• Private Trust (MOD PT)
• Special Disability Trust (MOD SDT)
• Private Company (MOD PC)

If required these will be included at Next steps.

Discuss options for the customer to upload their supporting documents for income and assets. For example, using Upload documents service online.

Check all information is correct on the Review your claim page.

• If mandatory information is missing, a red Update Required message will display
• Confirm the customer's contact details are correct. If required, exit ACC and update using the Change in Contact Details workflow. If contact or interpreter details need to be updated, go to the Other Contact Details (OCD) screen in Customer First to update
• If other answers need to be corrected, select the relevant Update button
• This information will then populate into the claim
• The Next button will not be enabled until the required updates are made

Customer declaration

Where ACC is used to support the claim process, encourage the customer to submit the claim using their Centrelink online account or the Express Plus Centrelink mobile app. This enables the customer to monitor the progress of their claim through the Claim Tracker.

Express Plus Centrelink mobile app is not available to nominees acting on behalf of their principals. If a customer is willing or able to do so, remind them they must submit the claim or it will expire after 13 weeks.

If the customer declines or is unable to submit their claim online:

• Read the customer the Declaration and Acknowledgement scripts
• Tick the boxes on the Review your claim page if they accept
• This will confirm the Declaration and Acknowledgement scripts have been read, and the customer accepts them

Note: in some circumstances, the customer and partner will be required to confirm their relationship. For more details, see Confirming a partnered relationship.

Once the ACC has been submitted an ACC Progress of Claim DOC will display in:

• Process Direct notes
• Customer First Super Case
• the Customer Claim Summary

Note: this DOC must be annotated to include the following text: 'Staff assisted verbal declaration accepted - Yes'.

This page provides more details or shows tasks needed before the claim can be submitted.

It also displays:

• Advice for the customer to submit their claim to be paid from the earliest possible date any by which date to submit their claim
• Links to download or print required forms

Note: customers who can submit their claim and have EM will receive a claim submit notification.

Where the customer is unable to:

• Access the digital channel to upload documents discuss alternative options
• For information on how and when to scan documents using a Multi-Function Device (MFD) see Scanning Centrelink Documents using an MFD
• Provide the required documentation, advise the customer the claim may be rejected
• If the claim is to be submitted, tell the customer they must meet the requirements within 14 days of submission or the claim may be rejected

On the Next steps page, there is an Upload button to upload documents next to each listed task.

If the customer uploaded or provided documents before an online account or ACC is started, they would generally be scanned to the customer's record. Once the online claim or ACC is present, the document displays as Required on the Next steps page. The customer can:

• re-upload the document from the Next steps page, or
• request the Request & Manage Customer Tasks guided procedure be run to change the document status from Required to Provided

Note: where documents are provided before starting the claim, make sure they meet the document requirements.

To submit the claim:

• all mandatory questions must be answered
• all required documents must be provided
• accept the verbal declaration and acknowledgement

Exceptions will be made for some customers experiencing vulnerability.

Once all Required tasks are completed, or to be submitted under a claim submission exception the Submit button displays so the claim can be submitted.

The Claim Submission details button displays:

• Submitted date
• Claim ID
• 3 phase claim tracker
• Estimated Completion Date Range (ECDR), a date range that can be advised to the customer
• A 'view claim history button
• A 'view claim answers' button

Once the ACC has been submitted, an ACC Progress of Claim DOC will display in:

• Process Direct notes
• Customer First Super Case
• The Customer Claim Summary

Customers can only withdraw their FHA claim if not yet determined. Check the customer's record to make sure FHA has not been granted or rejected.

Tell the customer if they withdraw their claim, it cannot be reinstated. If they want to test their eligibility for FHA they must lodge a new claim.

Combined partner online claim

Either member of the couple can withdraw the online combined partner claim, this will withdraw the claim for both.

The below pop up message will show:

'Withdrawing your claim means you no longer want to submit this Farm Household Allowance claim. Your partner’s claim will also be withdrawn. If you decide to apply for a payment after withdrawing this claim you will need to complete and lodge a new claim.'

Customers can go online to withdraw their submitted online claim.

Is the customer or nominee unable to, or do they refuse to withdraw their claim online?

• Yes, go to Step 2
• No, document discussion with customer or nominee. Procedure ends here

In Process Direct:

• select Inbox
• select Claim from the Main Category dropdown
• enter the Claim Id or CRN press Go
• select the customer’s claim
• select the Status icon and then Change Status
• update the Possible Status field to Withdrawn
• select Save

This will cancel the new claim activity and DOC the record. Finalise any DOCs or scanned documents related to the claim.