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Farm Financial Assessments (FFA) 002-02070010

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Contact details

Farm Household Allowance (FHA)

Services Australia website

Farm Financial Assessment

External website

Department of Agriculture, Fisheries and Forestry website

Farm Household Allowance and financial assessment guidelines, for information about FFA preparation and a Companion Guide for farmers and financial assessors completing an FFA.

ICT Service Desk referrals

To report issues with automatic creation of the Social Services Plan (SSP) after resolving an FFA failure, processing staff are to escalate to ICT via Digital Assistant Roxy.

To report issues with online access that were not able to be resolved, submit the mySupport webform Centrelink online account issues.

To submit the relevant webform:

  • Go to mySupport
  • Search using key words or the name of the webform and select the relevant webform
  • Complete and Submit the form taking note of any receipt or reference code produced

Information to help Services Officers help complete the FFA online

Helping customers and financial assessors to complete the FFA online

This table contains information for Service Officers to help manage enquiries from customers and financial assessor about completing the FFA online. Financial assessors have 'Implied Authority' so staff are to help them when they contact about the customer's FFA.

Item

Description

1

Farm Information portal system issues

If a customer or financial assessor reports they are having online system issues with the Farm Information portal when completing their part of the FFA:

If the issue cannot be resolved, see the Resources page of Troubleshooting Centrelink self service to escalate the issue. The escalation must include the financial assessor's name and contact phone number and the customer's Customer Reference Number (CRN).

Record details on a DOC on the customer's record of the issue and action taken.

2

Customer advises FFA submitted but not displaying on the record

Where a customer advises they have submitted their FFA, but this is not showing on their record as having been received, ICT is unable to manually apply the data. The FFA will need to be withdrawn and a new FFA request issued.

When the customer completes the FFA, they must ensure they accept the Declaration prior to submitting Part A of the FFA.

Once the customer successfully submits Part A, the financial assessor can complete Parts B-D.

3

Re-use of One Time Access Code (OTAC)

The OTAC is used by financial assessor to access the customer's online FFA. The OTAC can be used several times while completing the FFA.

This means the financial assessor can record and save data while they are completing the FFA and access the FFA again.

The OTAC will cease to provide access when the FFA has been Submitted or if the OTAC has expired after several months.

4

Questions in the FFA

If the enquiry is about the details needed in the FFA or clarification of questions in the FFA, refer the customer to the Farmer Assistance hotline 132 316.

Do not transfer any Centrelink online account issues raised by the customer or the financial assessor to the Farmer Assistance hotline. These are managed using normal trouble shooting and escalation procedures. See Help for Service Officers with Centrelink online accounts.