Reporting using phone self service 133-04160020

Answer: Yes, the customer may be required to speak to a Services Australia to discuss their entitlements or confirm eligibility. For example:

• the customer may need to contact to discuss their mutual obligation requirements, Job Plan, Service Profiling, or outstanding compliance action. Some issues will allow the customer to report but will not be finalised until they contact the agency. For example, an active failure
• Some issues will allow the customer to report but payment will not be finalised. The customer will be transferred to the smart centre or Participation Solutions Team (PST). For example, the customer has multiple activities on their record or has outstanding compliance action
• Some issues will allow the customer to report and finalise payment but will create an activity for the service centre to follow-up. A Service Officer will contact the customer to advise more information is needed or to attend the service centre. For example, the customer has received a compensation payout

The questions asked will depend on the job seekers personal circumstances.

The job seeker will either be asked a generalised question:

• 'Have you met your requirements for this reporting period as set out in your Job Plan?'

If the customer answers 'No', they will be transferred to a Service Officer to discuss further and have their reporting completed.

Or they will be asked a question specific to their approved activity type coded on the Activity and Exemption Summary (AEX) screen:

• VPE activity code - 'Have you done paid work and voluntary work for at least 30 hours for this period?'
• PSW activity code - 'Have you done paid work and study for at least 70 hours for this period?'

If the job seeker answers 'No' and it is the:

• 1st or 2nd consecutive fortnight of not meeting requirements, they will be asked to explain why by choosing from a list of reasonable excuses:
• Illness or Injury
• Sick child (or children)
• Cancelled shift
• Pupil free day(s)/school holiday
• Short term reduction in hours due to public holiday (for example, Easter/Christmas)
• Other
• No longer undertaking activity
• 3rd consecutive fortnight of not meeting requirements or they have selected the reasonable excuse Other or No longer undertaking activity:
• they will be transferred to a Service Officer to discuss further and have their reporting completed

Answer: They will remain on phone self service reporting.

Answer: Customers can report via phone self service. Activity tested customers will be advised to attend a service centre 2, 4, 6 or 12 weekly.

Answer: Customers may be sent SU19 forms until they report using self service, or they may be sent a 12 weekly Reporting Statement.

The Reporting Statement may be sent as an online letter or SMS/email notification, depending on their letter and messaging preferences. It will outline the next 6 fortnights they need to report.

Answer: When Service Officers register the customer to use phone self service they should explain how hours worked and employment income that is paid within their reporting period is assessed.

Answer: Yes.

Answer: The staff member processing the form should identify possible eligibility and refer details to the customer's local service centre. Customers in remote locations can report using phone self service.

Answer: All job seekers are eligible to report using self service. Issues on the customer record will present every 3 months so that Service Officers can register customers for self service.