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Assessment of circumstances for a couple separated due to illness 277-50070020

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This document explains the definition and assessment of a couple separated due to illness. Customers who advise they are no longer able to live in their home with their partner due to illness, but who still consider themselves to be partnered or in a member of a couple relationship with that person, are treated as an illness separated couple.

On this page:

Customer advises separated due to illness

Update customer's record following assessment of illness separation

Customer advises separated due to illness

Table 1

Expand table

Step

Action

1

Determine action required

Action may be required from a previous contact.

If a Service Officer is allocated a work item:

  • for an online or Assisted Customer Claim (ACC) claim where:
    • the customer and their partner are unable to live together due to illness, go to Step 2
    • a Q164 was previously sent to the customer requesting contact to discuss their separation circumstances and no contact has occurred, see Requesting information (CLK)
  • to follow up the return of supporting evidence where previously requested, go to Step 14
  • for supporting evidence that has been returned by the customer, go to Step 14
  • indicating the customer's illness separated status needs to be reviewed, go to Step 13
  • relating to a customer admission into permanent residential care (RIS data), see Table 2

If a customer contacts and is advising:

2

Relationship Qualifier (RQ) codes being automatically applied

When the customer advises in their online or ACC they are unable to live with their partner due to illness, the system applies the following RQ codes inappropriately:

  • ILC (Illness Separated Left Home)
  • ILP (Illness Separated, Partner left home)
  • ILB (Illness Separated, both Customer and Partner Left Home)

Check the relationship information in the claim and the Marital Status (MS) screen for any RQ codes, see Relationship Qualifier codes automatically applied.

Note: if a code has been applied from a customer’s online or ACC claim, Service Officers must undertake an assessment to confirm the customer qualifies as an illness separated couple and if not, must remove the code.

3

Determine if the customer and partner have separated on a permanent or indefinite basis (genuine separation)

When assessing a customer’s circumstances, it may become clear that a customer may be living separately and apart (genuinely separated), due to one member of a couple entering into care and where a physical and emotional breakdown of the relationship has occurred. See Illness separation vs genuine separation.

Considerations when assessing a customer as living separately and apart (that is, a genuine separation has occurred) due to one member of a couple entering a care situation:

  • Living separately and apart on a permanent or indefinite basis should not generally be accepted if the couple are living apart solely because of ill health. Explore all other options before determining the couple are living separately and apart (that is, have genuinely separated)
  • Make sure careful consideration is given to all information provided and correctly assess the customers circumstances, as it directly impacts the customer's entitlements and rate of income support payment
  • The Resources page has examples of the effect on the income and asset tests for a customer assessed as living separately and apart rather than illness separated

Make a genuine attempt to contact the customer if the customer is not already on the phone. If the contact attempt was:

4

Unsuccessful outbound contact – determining if separation on a permanent and definite basis has occurred

As the outbound contact was unsuccessful, issue a Q164 letter to the customer requesting they make contact.

If the customer:

  • is currently in receipt of a payment, create a manual review on the Review Registration (RVR) screen in Customer First and complete the relevant fields as follows:
    • Service Reason: customer’s payment type
    • Review Reason: MAN (Manual Entitlement Assessment)
    • Due Date: due date of Q164 (allow extra time for surface mail delivery)
    • Source: INT
    • Date of Receipt: today's date
    • Notes: ‘The customer needs to contact to discuss circumstances around the separation from their partner. It needs to be established with the customer if separation is due to illness or a breakdown in relationship has occurred (i.e. genuine separation). See OB 277-50070020.’
    • Keyword: ILLSEP
    • Workgroup: leave blank
    • Position: leave blank
    • Transfer to Region: leave blank
    • The review will fall due on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
    • Record a DOC using Fast Note advising separation circumstances need to be discussed when the customer contacts
    • Procedure ends here until the customer responds to the Q164 or the review activity falls due
  • has an outstanding claim for payment:
    • place the claim on hold, allowing extra time for delivery of the Q164 letter
    • annotate the claim progress note indicating a ‘Q164 letter has been issued requesting the customer to contact to discuss their circumstances to determine if the separation is due to illness or a breakdown in relationship has occurred (i.e. a genuine separation), See OB 277-50070020.’
    • Procedure ends here until the customer responds to the Q164 letter or the claim is allocated for action

5

Discussion with customer to determine if the separation is on a permanent and definite basis

Discuss the circumstances around the customer’s separation to determine if the separation is permanent, that is there is a physical and emotional breakdown in the relationship.

Advise the customer about the impacts of assessing them as living separately and apart before unlinking them from their partner. This may include consultation with a FIS Officer.

Is the customer living separately and apart (that is, a genuine separation has occurred) due to one member of a couple entering care and a breakdown of their relationship has occurred?

6

Customer is living separately and apart on a permanent basis (a genuine separation has occurred)

Support the customer to separate safely

When a customer separates, changes to their record must be made to reflect their new circumstances. These changes can result in a potential privacy breach if they are not done correctly. Customers must be supported to separate safely.

Discuss separating safely with the customer before updating any personal information.

For customers:

7

Residential Care Assessment (RCA/CUR) customer separates

There is no requirement to get a MOD S or verify separation when a non-income support RCA/CUR customer separates.

A RCA/CUR only customer may advise on the Residential Aged Care Calculation of your cost of care form (SA457) that they do not have a partner. If the customer is linked on the Marital Status (MS) screen to another person, the advice from the SA457 allows the customer details to be coded as separated.

As the SA457 does not get the date of separation, use the date of entry to the aged care home in the Event date field, if the date of separation is unknown. The RCA Institution (RIS) screen can be used to verify entry into residential care by checking Admission Date and Care Type: Residential.

Go to the MS screen and update the following:
  • Event Date: field, enter date the change to relationship status occurred. If the date of separation is unknown, use the date of entry to the aged care home
  • Marital Status: field, enter a single marital status code
  • PPE Cust and PPE Ptnr: field, leave blank
  • Qualifier Code: field, leave blank
  • Source: field, enter the source of information
  • Receipt Date: field, date the information was received. See Date of receipt
  • Select Continue to go to the Customer Details Task (CDTS) screen
  • Update any other information by selecting the appropriate screens from the CDTS. For example:
    • change of address
    • change of payment destination
Other updates

If a customer in residential aged care had a partner living in their former principal home, it would be exempt as an asset for the Aged care means assessment. If a determination has been made that a customer in residential care is now single, this exemption no longer applies. Further updates are critical to make sure aged care fees remain correct.

If a customer or partner are currently in residential aged care:

  • Check the RIS screen and confirm the Admission Date and Care Type: Residential
  • Complete updates on the Residential care asset assessment (RCAA) screen including:
    • Date of Effect: enter date the change to relationship status occurred
    • Date of Entry into care: delete the previous date from this field as coding a duplicate date of entry deletes previous data
    • Home Ownership Status: update to HOM, NHO or HRV
    • CMV of principal Home: current market value of principal home if home now assessed
    • % Owned C/P: update ownership percentage of principal home
    • Action: 'I' to insert a new page
  • For help with coding, contact the Aged Care means assessments team:
    • Select Office Locator
    • Select Notes
    • Contact Access/Tech Peer Support number
  • Go to the Assessment Results (AR) screen and finalise the activity
  • Record the decision on a closed DOC, using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
  • In Process Direct, issue a manual Q888 letter (General separation - favourable) to advise the customer in writing of the decision. See Resources for links to approved Q888 letter text
    Note: there is no requirement to issue a decision letter to a customer if the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
  • If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
  • If a correspondence nominee exists, make sure a copy of the letter is issued to the appointed nominee. See Nominees
  • Close all relevant open activities/work items on the customer’s record
  • Procedure ends here

8

Assess if the customer is a member of an illness separated couple

A couple is considered to be an illness separated couple where:

  • they are unable to live together in their home, and
  • the inability to live together:
    • is due to illness or infirmity of either or both of them, and
    • results in their living expenses being greater or are likely to be greater than otherwise, and
    • is likely to continue indefinitely

Aspects to consider when assessing if the customer is a member of an illness separated couple:

  • Inability to live at home due to illness or infirmity:
    • Medical evidence is not required for most assessments
    • For entry to an aged care home, the RCA Institution (RIS) screen can be used to verify entry into residential care by checking Admission Date and Care Type: Residential
    • For a Supported Residential Service (SRS), a copy of the Residential Statement should be requested to confirm the level of care provided to the customer
    • Retirement villages do not usually provide care. If the customer advises they are receiving care from a retirement village, a copy of the care plan should be requested
  • Living expenses:
    • Ask the customer if their living expenses have increased or are likely to increase due to illness separation, noting that it is not the intention that evidence of the customer's living expenses pre and post illness separation be obtained
  • Indefinite separation:
    • Determine if the illness is indefinite, noting that 'likely to continue indefinitely' generally means it is highly probable, based on available evidence that the term of the separation is for an unknown or unstated period

Is there sufficient information to assess the illness separation?

9

Insufficient information to assess illness separation

As there is inadequate information available to confirm the couple are separated due to illness, the customer will need to provide supporting evidence from a treating doctor or relevant health professional.

If the customer is:

  • currently in receipt of a payment:
    • Follow processes outlined in Requesting Information (CLK) to request the required supporting medical evidence
    • If a manual review has been created to follow up the return of evidence, make sure the keyword ILLSEP is attached to this activity.
    • Procedure ends here until documents for the illness separated assessment are returned.
  • claiming a payment:
    • Follow processes outlined in Requesting Information (CLK) to request the required supporting medical evidence
    • If the claim is being processed in PD it will be placed on hold automatically when documents are requested
    • If the claim is not being processed in PD, make sure the claim is placed on hold for the appropriate amount of time
    • Procedure ends here until documents for the illness separated assessment are returned

Pending the return of evidence for the illness separation, it is possible the customer may be living in separate accommodation and eligible for rent assistance.

See also, Temporary accommodation and Rent Assistance (RA),to determine if the customer is eligible to receive a higher rate of RA.

If the customer moved and it has been determined they are eligible to receive a higher rate of RA, go to Updating address details.

Procedure ends here.

10

Make determination

The customer's circumstances indicate the customer is:

  • not a member of an illness separated couple, and the customer:
  • a member of an illness separated couple, go to Step 12

11

Unfavourable decision - new claimant is not a member of an illness separated couple

Advise the customer:

  • they do not meet the requirements of an illness separated couple and do not qualify for assessment of payment at the single rate
  • to contact the agency if their circumstances change
  • of their review and appeal rights

Can the claim be finalised (no further documentation required)?

  • Yes:
    • If an RQ code of ILC, ILP or ILB has been provisionally applied to the Marital Status (MS) screen, make sure this code is removed. Make sure the other details (date of event, PPE, etc.) on the MS screen are correct before finalising the claim
    • Document the outcome of the illness separated assessment within the claim Finalisation Note (PD) or Claim Grant DOC (CF)
    • There is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the illness separated couple decision
    • Procedure ends here
  • No:
    • If an RQ code of ILC, ILP or ILB has been provisionally applied to the MS screen, make sure this code is removed. Make sure the other details (date of event, PPE, etc.) on the MS screen are correct
    • Annotate the Progress of Claim Note/DOC with the outcome of the assessment
    • If required supporting documentation has not been requested, see Requesting information (CLK)
    • If the claim is processed in PD the claim will be automatically placed on hold
    • If the claim is not being processed in PD, make sure claim is placed on hold for the appropriate amount of time
    • Procedure ends here until further documentation is returned

12

The customer is a member of an illness separated couple

Where the customer is assessed as a member of an illness separated couple, tell the customer to supply details of their or their partner's accommodation arrangements.
For verification of entry to an aged care home, see Change of address to an aged care home.

This includes:

  • proof of admission
  • date home was vacated
  • any verification of rent paid (if residing in private accommodation)

See Table 2 > Step 1.

13

Work item to review the customer's illness separation rate

Service Officers can use discretion to determine if there is the possibility a change of circumstances may occur and set a manual review if deemed appropriate. For example, where the customer enters a rehabilitation facility, and the length of time is not known and therefore possibly indefinite.

When the review activity matures, check the customer's record to determine the reason for review and confirm whether the customer is still eligible for the illness separated rate. Go to Step 8 to help check if they meet the illness separated criteria.

Is the customer eligible to continue to be paid the illness separated rate?

Yes:

  • Record the decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
  • In Process Direct, issue a manual Q888 letter (Illness separated couple - favourable) to advise the customer in writing of the decision. See Resources for links to approved Q888 letter text
  • If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
  • If a correspondence nominee exists, make sure a copy of the letter is issued to the appointed nominee. See Nominees
  • In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
    • Service Reason: customer's payment type
    • Review Reason: select most appropriate reason
    • Due Date: date of expected change in circumstances
    • Source: INT
    • Date of Receipt: today's date
    • Notes: 'Review customer entitlement for illness separated xx/xx/xxxx. Refer to OB 277-50070020 to review entitlement.'
    • Keywords: ILLSEP
    • Workgroup: leave blank
    • Position: leave blank
    • Transfer to Region: leave blank
  • The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
  • Close all relevant open activities/work items on the customer’s record
  • Procedure ends here

No, go to Step 15.

14

A work item has presented in relation to evidence to be returned or evidence has been returned

When the work item has presented, check the customer's record to confirm if they have returned supporting evidence.

For entry to an aged care home, the RCA Institution (RIS) screen can be used to verify entry into residential care by checking Admission Date and Care Type: Residential.

Has supporting evidence been returned?

15

Unfavourable decision – current customer is not a member of an illness separated couple

Where the customer and their partner do not meet the requirements to be considered as an illness separated couple or there is no supporting evidence to grant the illness separated rate, the customer is to continue to be paid the partnered rate.

  • When a Decision Maker (DM) makes an unfavourable decision, they must make genuine attempts to contact the customer by phone to:
    • provide the customer with an explanation of the decision
    • advise the customer of their review rights and,
    • if required, record a request for a review of the decision
  • Once the customer has been contacted or there have been 2 genuine attempts to contact the customer:
    • Record the decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
    • In Process Direct, issue a manual Q888 letter (Illness separated couple - unfavourable) to advise the customer in writing of the decision. See Resources for links to approved Q888 letter text
      Note: there is no requirement to issue a decision letter to a customer where the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
    • If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
    • If a correspondence nominee exists, make sure a copy of the letter is issued to the appointed nominee. See Nominees
    • Close all relevant open activities/work items on the customer's record

Procedure ends here.

16

Customer advises they will be a member of an illness separated couple in the future

If a customer advises their relationship status will change at a future date:

  • do not code the change
  • advise the customer:
    • of general notification provisions and exceptions and that they will to contact the agency as soon as the change of relationship status occurs
    • if the change results in an increase to payment rate, the increase is effective from the date they told Centrelink. This includes where the customer notifies of the change within 14 days. For more information, see Notification Handler (NOHL)
  • document the record outlining the discussion
  • close all relevant open activities/work items on the customer’s record

Procedure ends here.


Update customer's record following assessment of illness separation

Table 2

Expand table

Step

Action

1

Verify Date of Receipt (DOR)

Verify when Centrelink was told of the change in circumstances and source of information. The customer may have already entered, or is in hospital awaiting admission to, a care facility. To check the DOR for aged care, see Change of address to an aged care home.

If the customer:

2

Favourable decision - MS screen update (currently receiving a payment)

When it has been established the customer and their partner are an illness separated couple, Service Officers must update the MS screen with the appropriate relationship qualifier code. This makes sure customers entitlements are treated differently to their recorded relationship status.

Go to the MS screen in Customer First and update the following:

  • Event Date: field, enter the date the customer became illness separated
  • Marital Status: field will remain as MAR, REG or DEF
  • PPE Cust and PPE Ptnr: fields, update as required
  • Qualifier Code: field, enter the appropriate illness separated relationship/psychiatric care qualifier code:
    • Ill Sep / Both Left Home (ILB), where both the customer and partner have left home due to illness
    • Ill Sep / Left Home (ILC), where only the customer left home due to illness
    • Ill Sep / Ptnr Left Home (ILP), where only the partner left home due to illness
    • Psych Care/Both Left Home (PSB), where both the customer and partner have left home due to entering psychiatric care facility (no criminal offence)
    • Psych Care/ Left Home (PSC), where only the customer has left home due to entering psychiatric care facility (no criminal offence)
    • Ptnr In Psych Care/Partner in Psychiatric Care (PSP), where only the partner has left home due to entering psychiatric care facility (no criminal offence)
  • Source: field, enter the source of the information
  • Receipt Date field, date the information was received. See Date of receipt
  • Select Continue to go to the Customer Details Task (CDTS) screen
  • Update any other information by selecting the appropriate screens from the CDTS screen, including the Address Summary (AD) and the Accommodation Details (AC) screens. The AD and AC screens will be presented for one 'S' or both 'B' partners (dependant on whether only one or both members of a couple have moved)
  • Go to the Assessment Results (AR) screen and finalise the activity
  • Record outcome and reasons for decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision

Note: after entering the appropriate 'illness separated' code on the MS screen, the records of the customer and their partner will continue to be linked and correctly display as 'member of a couple'.

Go to Step 5.

3

Customer has an outstanding claim for payment

Check the MS screen, has the system automatically applied a provisionally applied a Relationship Qualifier (RQ) code of ILC, ILP or ILB to the record?

4

Favourable decision – MS screen update (new claim)

Select the claim from the Transaction Summary (TS) screen and select process. Update the following details on the MS screen:

  • Event Date: field, enter the date the customer became illness separated
  • Marital Status: field will remain as MAR, REG or DEF
  • PPE Cust and PPE Ptnr: fields, update as required
  • Qualifier Code: field, enter the appropriate illness separated relationship/psychiatric care qualifier code:
    • Ill Sep / Both Left Home (ILB), where both the customer and partner have left home due to illness
    • Ill Sep / Left Home (ILC), where only the customer left home due to illness
    • Ill Sep / Ptnr Left Home (ILP), where only the partner left home due to illness
    • Psych Care/Both Left Home (PSB), where both the customer and partner have left home due to entering psychiatric care facility (no criminal offence)
    • Psych Care/ Left Home (PSC), where only the customer has left home due to entering psychiatric care facility (no criminal offence)
    • Ptnr In Psych Care/Partner in Psychiatric Care (PSP), where only the partner has left home due to entering psychiatric care facility (no criminal offence)

Note: after entering the appropriate 'illness separated' code on the MS screen, the records of the customer and their partner will continue to be linked and correctly display as 'member of a couple'.

5

Establish if the customer or their partner are in aged care

Has the customer or their partner entered an aged care facility or are in hospital awaiting admission to an aged care home?

6

Address Details (AD) screen

For current customers, update the following details within Customer First. For new claimants, these details will be updated within the claim:

  • select the address(es) from the AD screen that require updating and code the following fields:
    • Address Type: field, select the appropriate address type
    • Select Continue
    • Start Date: field, enter the start date of the address (any date up to 14 days in the future for POS or HOM)
    • Make partner's address the same as customers?: field, update as required
    • Is RA being claimed on this Address: field, update as required
    • Is this address in a Remote Area for the purposes of Remote Area Allowance?: field, update if prompted. The value in this field will default to 'Yes' or 'No' based on the postcode entered. If the postcode spans both remote and non-remote areas, the message 'Please indicate if address is remote or not' displays. Enter either 'Y' or 'N'
    • Send All Mail Here?: field, update if prompted. This field is only relevant for the TEM and TER address types
    • Code the customer's new address, see Rapid Addressing
    • Current customers only:
      Source:       field, enter the source of information
      Receipt Date:       field, date the information was received. See Date of receipt
      Select Continue
    • New claim processing, go to the Accommodation Details (AC) screen

For more information on changing a customer's address, see Updating address details.

7

Accommodation Details (AC) screen

Illness separated customers who own their principal home and enter a care situation are not ineligible homeowners for Rent Assistance (RA) purposes. They may be entitled to RA if paying rent at their new address. See Rent Assistance (RA) for care receivers.

If the customer was a homeowner, assess the treatment of their principal home, vacated due to illness.

Complete the following fields on the AC screen within the same activity:

  • Address Type: field, this should have defaulted from the AD screen, if not, enter the address type
  • Event Date: field, enter the date of event for the accommodation details that are being recorded
  • Home ownership: field, update if required. If the customer is a homeowner, code as 'LHO' (lives elsewhere)
  • Type of Rent: field, enter the type of rent paid
  • Sharer status: field, code 'EXE' or 'XSH'
  • Rent Amount: field, update the amount of rent paid and frequency
  • Rent Verification: field, update the verification details. See Rent Assistance (RA) verification
  • Reason Home vacated: field, enter the reason home was vacated. Suitable codes are, 'CRR' - to provide care in a private home or 'ONH' - due to ill health (other than in nursing home)
  • Date Home vacated: field, enter the date the home was vacated
  • For current customers only:
    • Source: field, enter the source of information
    • Receipt Date: field, date the information was received. See Date of receipt
    • Select Continue
    • Go to the Assessment Results (AR) screen and finalise the activity
  • For new claim processing:
    • Select Next

8

Does the customer have children?

If the customer has children, they will need to revise their current Families income estimate and advise choices available to help reduce the chance of an overpayment during the reconciliation process. See Updating income estimates for the current financial year.

If the customer:

  • is currently receiving a payment, go to Step 9
  • has a new claim that can be finalised:
    • Select Process, update any required information, and finalise the claim
    • Document the outcome of the illness separated assessment in the claim finalisation Note
    • There is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the respite care couple decision, go to Step 10
  • has a new claim that cannot be finalised (further documentation required):
    • Annotate the Progress of Claim Note/DOC with the outcome of the assessment
    • If further documentation is required but has not been requested, see Requesting information (CLK)
    • If the claim is being processed in PD it will be automatically placed on hold when the documents are requested
    • If the claim is not being processed in PD, make sure claim is placed on hold for the appropriate amount of time
    • Once documentation has been returned and the claim has been finalised, go to Step 10

9

Finalise the activity and issue a decision letter Q888

Advise the customer:

Document the decision and issue letter

  • Record details on a closed DOC, use Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
  • In Process Direct, issue a manual Q888 letter (Illness separated couple - favourable) to advise the customer in writing of the decision. See Resources for links to approved Q888 letter text
  • If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
  • If a correspondence nominee exists, make sure a copy of the letter is issued to the appointed nominee. See Nominees
  • Close all relevant open activities/work items on the customer’s record

10

Manual review

Service Officers can use discretion to determine if there is the possibility a change of circumstances may occur and set a manual review if deemed appropriate. For example, where the customer enters a rehabilitation, and the length of time is not known and therefore indefinite.

Where required, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

  • Service Reason: customer's payment type
  • Review Reason: select most appropriate reason
  • Due Date: date of expected change in circumstances
  • Source: INT
  • Date of Receipt: today's date
  • Notes: 'Review customer entitlement for illness separated xx/xx/xxxx. Refer to OB 277-50070020 to review entitlement.'
  • Keywords: ILLSEP
  • Workgroup: leave blank
  • Position: leave blank
  • Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

11

Continuing entitlement

As the customer and their partner are an illness separated couple, check that they are receiving or claiming the appropriate income support payments and are aware of outcomes and obligations.

For example:

12

Customer is no longer illness separated

Has the change of circumstances already occurred?

  • Yes, the record will need to be updated to remove the illness separated relationship qualifier code. Any other details as advised by the customer will also need to be updated.
    On the Marital Status (MS) screen, record the following details:
    • Event Date: field, enter the date the customer ceased being illness separated
    • Marital Status: field, use the same code as previously stated
    • PPE Cust and PPE Ptnr: fields, update as required
    • Qualifier Code: field, leave blank
    • Source: field, enter the source of information
    • Receipt Date: field, date the information was received. See Date of receipt
    • Select Continue to go to the Customer Details Task (CDTS) screen
    • Update any other information by selecting the appropriate screens from the CDTS screen, for example, change of address. Make sure the customer's and partner's home address are the same
    • Go to the Assessment Results (AR) screen and finalise the activity
    • Record outcome and reasons for decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
    • In Process Direct, issue a manual Q888 letter (Illness separated couple - unfavourable) to advise the customer in writing of the decision. See Resources for links to approved Q888 letter text
      Note: there is no requirement to issue a decision letter to a customer where the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
    • If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
    • If a correspondence nominee exists, make sure a copy of the letter is issued to the appointed nominee. See Nominees
    • Close all relevant open activities/work items on the customer’s record
  • No, as the customer is advising of the change of circumstances at a future date:
    • Do not code the change. The system will not allow service officers to code a change for a future date and the E116CU - Event Date cannot be greater than today's date error will appear
    • Advise the customer of general notification provisions and exceptions and that they will need to contact the agency when the change of relationship status occurs
    • Record a DOC outlining the discussion