Claiming ABSTUDY 010-02010000

Refer ABSTUDY enquiries to ABSTUDY Smart Centre Call.

Check the customer's payment status, in Customer First:

• select Workspace
• select Customer Summary

Does the Benefit Status field display ABT/CUR, ABT/SUS, ABY/CUR, ABY/SUS, EPA/CUR or EPA/SUS?

• Yes, if display is:
• ABT/CUR or ABT/SUS, go to Step 2
• ABY/CUR or ABY/SUS, go to Step 4
• EPA/CUR or EPA/SUS, go to Step 3
• No, if customer is:
• lodging/lodged a paper claim, see Table 8
• wanting to claim ABSTUDY as a student, see Table 2
• wanting to claim ABSTUDY as an Australian Apprentice, see Table 3

Change in applicant

When the parent/guardian changes for Schooling A Award, the new parent/guardian must lodge a new claim to be assessed for eligibility. See ABSTUDY Claiming Tool process.

Cancel the ABSTUDY record from the date they left the previous parent's/guardian's care:

• go to the Benefit Action (BA) screen
• cancel the ABT reason 'ANQ' (Applicant Not Qualified) from the date they left their care
• use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > SUS/CAN/RES > ABSTUDY Cancelled/Suspended/Restored

The STA link to the previous parent/guardian's record must be end dated.

The Schooling A Award will then be assessed under the new parent/guardian once they submit a new claim. For submitting a new claim, see Table 2.

Transfer from ABSTUDY Schooling A (ABT) to ABSTUDY (ABY)

If the current applicant wants to claim another ABSTUDY payment for the student, for example Living Allowance, a new claim is not required. See Changing or correcting course of study and/or educational institution for ABSTUDY students.

Procedure ends here.

Customer wants to:

• transfer from ABSTUDY PES to ABSTUDY Living Allowance - a new claim is not required. The customer may need to provide additional information, see ABSTUDY Living Allowance
• claim Incidentals for an additional course - a new claim is not required, see ABSTUDY Incidentals Allowance
• claim Fares Allowance - see ABSTUDY Fares Allowance (FAA)
• claim Testing and Assessment, see Step 6 in Table 7
• claim Away from Base assistance - see Away from Base assistance for ABSTUDY
• claim Additional Incidentals Allowance - see ABSTUDY Additional Incidentals Allowance
• claim Masters/Doctorate allowances, go to Step 6
• claim Additional Assistance - see ABSTUDY Additional Assistance

Customer wants to:

• transfer from Incidentals Allowance to Living Allowance or ABSTUDY PES, go to Step 5
• transfer from Living Allowance to Incidentals Allowance only - a new claim is not required, see ABSTUDY Incidentals Allowance
• transfer from Schooling B to Schooling A - a new claim is not required. See Changing or correcting course of study and/or educational institution for ABSTUDY students
• claim Incidentals for an additional course - a new claim is not required, see ABSTUDY Incidentals Allowance
• claim Fares Allowance - see ABSTUDY Fares Allowance (FAA)
• claim Testing and Assessment, see Step 6 in Table 7
• claim Away from Base assistance - see Away from Base assistance for ABSTUDY
• claim Additional Incidentals Allowance - see ABSTUDY Additional Incidentals Allowance
• claim Masters/Doctorate allowances, go to Step 6
• claim Additional Assistance - see ABSTUDY Additional Assistance

A new claim is not required.

Customer wants to transfer to:

• Living Allowance, see ABSTUDY Living Allowance
• ABSTUDY PES:
• create an ABSTUDY action request Fast Note for the ABSTUDY Smart Centre Processing team. It must include sufficient information to allow the claim to be assessed
• use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY action request > Confirm

Procedure ends here.

Masters/Doctorate ABSTUDY or ABSTUDY PES customer wants to apply:

• to have their tuition fees or Student Contributions paid, see Payment of tuition fees or Student Contribution for ABSTUDY Masters and Doctorate study
• to have their thesis costs paid, see ABSTUDY Thesis Allowance
• for assistance to move to another town or city to start their course, see ABSTUDY Relocation Allowance

Procedure ends here.

The person lodging the claim is referred to as the 'applicant'. See Determining who should be the ABSTUDY applicant.

If the applicant cannot submit a claim because of vulnerable circumstances, see Intent to claim and vulnerable customers.

Is the applicant approved?

• Yes, go to Step 2
• No, procedure ends here

Advise the general ABSTUDY eligibility criteria.

Refer ABSTUDY enquiries to ABSTUDY Smart Centre Call.

Does it appear the student will be eligible to receive ABSTUDY?

• Yes, go to Step 3
• No:
• Tell the student to apply for ABSTUDY even if there is doubt about their eligibility
• Advise of other payment options available. See Identifying the most beneficial payment for students or Australian Apprentices
• Record the contact on a DOC
• Procedure ends here

If the student has:

• lodged an incorrect or inappropriate claim for another payment, for example, Youth Allowance (YA) or Austudy, and wants to claim ABSTUDY, go to Step 4
• lodged an ABSTUDY claim under the incorrect Award, go to Step 5

If the student is reclaiming ABSTUDY:

• within 13 weeks from a previously rejected ABSTUDY claim (calculated from the date the notice of rejection was issued), go to Step 6
• within 13 weeks from a previous ABSTUDY entitlement end date, go to Step 7

If none of the above, go to Step 8.

The student will need to lodge the correct ABSTUDY claim for assessment.

Tell the student to withdraw the inappropriate or incorrect claim. See Withdrawal of claims.

Go to Step 8.

Additional information may be required to assess the correct ABSTUDY claim. Can the customer provide this information verbally?

See Processing an ABSTUDY claim.

• Yes:
• Annotate the Progress of Claim DOC advising the correct circumstances and any additional information required
• Re-categorise the work item to reflect the appropriate claim type. See Work Optimiser for staff
• Procedure ends here
• No:
• Annotate the Progress of Claim DOC advising the correct circumstances
• Issue SY023 and place claim on hold pending SY023
• Procedure ends here

The 13 week period is calculated from the date the notice of rejection was issued. See Items 4 and 5 in Table 1 on the Resources page for examples.

• Read the Progress of ABSTUDY claim DOC and the Rejection DOC
• Request the student to provide any required additional information. See Requesting information (CLK)
• Create an ABSTUDY action request Fast Note for the ABSTUDY smart centre processing team for reassessment of the rejected claim. Include full details of the information provided which now allows the claim to be reassessed. See Processing Services details for: ABSTUDY and ABSTUDY PES
• Use Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY NCL Reassessment Action Required > Confirm

Procedure ends here.

Determine if the student's ABSTUDY can be restored.

If the student is receiving:

• ABSTUDY, see Codes for ABSTUDY cancellation, suspension and rejection
• ABSTUDY Pensioner Education Supplement (PES), see Pensioner Education Supplement (PES), ABSTUDY PES and Assistance for Isolated Children (AIC) PES cancellation, suspension and rejection codes

Can the student's ABSTUDY be restored?

• Yes, if the student is receiving:
• ABSTUDY, see Restoration of ABSTUDY payments
• ABSTUDY PES, see Restoration of Pensioner Education Supplement (PES) and ABSTUDY PES
• procedure ends here
• No:
• Request the student to provide any change in circumstances, see Requesting information (CLK)
• Create an ABSTUDY action request Fast Note for the ABSTUDY Smart Centre Processing team, requesting re-grant of ABSTUDY. Include full details of the information provided which allows for the ABSTUDY re-grant. See Processing Services details for: ABSTUDY and ABSTUDY PES
• Use Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY Restoration Action Required > Confirm
• Procedure ends here

Tell the student an ABSTUDY claim can be completed verbally over the phone, unless they want to claim:

• Living Allowance and/or Incidentals Allowance only for a tertiary level course, go to Step 9
• Lawful Custody Allowance or assistance to attend a testing and assessment activity, see Table 7
• Fares Allowance for Orientation Visit travel, and the student meets the following, see Orientation Visit travel for non-current ABSTUDY customers:
• not ABSTUDY current and visiting multiple schools for orientation, or
• currently in Year 5 or lower, or
• claiming a reimbursement for an orientation activity with a status of ABY/ASS

Can the applicant complete a verbal claim?

• Yes, see ABSTUDY Claiming Tool process
• No:
• Discuss the benefits of completing a verbal claim through the ABSTUDY Claiming Tool
• If they still decline, issue the relevant claim form. See Table 7

Procedure ends here.

Tell the student to claim online unless the:

• online service is unavailable per current Network News Update (NNU)
• student is unable or unsuitable to complete an online claim, or
• student is unable to claim as they are in a remote area

Correspondence nominees are unable to claim ABSTUDY online, go to Step 10.

Can the student complete the claim online?

• Yes, help the student register online and/or complete an online claim, see Table 4
• No, go to Step 10

Tell the student or correspondence nominee the ABSTUDY claim can be completed by the Assisted Customer Claim (ACC).

Can the student or correspondence nominee complete the claim by ACC?

• Yes, see Table 5
• No:
• Discuss the benefits of completing a claim via ACC
• If they decline, issue the relevant claim form. see Table 7

Claims for ABSTUDY must be lodged by the Australian Apprentice, or their correspondence nominee.

If the Australian Apprentice or correspondence nominee is unable to submit a claim because of vulnerable circumstances, see Intent to claim and vulnerable customers.

Advise the general ABSTUDY eligibility criteria and the specific ABSTUDY Australian Apprentice eligibility.

Refer specific or complex ABSTUDY enquiries to the ABSTUDY Smart Centre Call queue.

Does it appear the customer will be eligible to receive ABSTUDY?

• Yes, go to Step 3
• No:
• Tell the customer to apply for ABSTUDY even if there is doubt about their eligibility
• Advise of other payment options for apprentices. See Identifying the most beneficial payment for students or Australian Apprentices
• Record details on a DOC
• Procedure ends here

Is the customer currently in receipt of a Services Australia payment?

• Yes, see Existing customer starts an Australian Apprenticeship
• No, go to Step 4

Tell the customer to claim online unless the:

• online service is unavailable per current Network News Update (NNU)
• customer is unable or unsuitable to complete an online claim, or
• customer is unable to claim as they are in a remote area

Correspondence nominees are unable to claim ABSTUDY online, go to Step 5.

Can the customer complete an online claim?

• Yes, help the customer register online and/or complete an online claim, see Table 4
• No, go to Step 5

Tell the customer or correspondence nominee the ABSTUDY claim can be completed via the Assisted Customer Claim (ACC).

Can the customer or correspondence nominee complete the claim via ACC?

• Yes, see Table 5
• No:
• Discuss the benefits of completing a claim by ACC
• If they decline, issue the relevant claim form. See Table 7

Check the customer is registered with an active Centrelink online account.

Customers who do not have an active account must confirm their identity at their local service centre to register for a Centrelink online account.

Tell the customer how they can create a myGov account and link it to their Centrelink online account.

Service centre staff can assist customers with their online claim through self-service terminals.

If the customer advises they cannot complete an online claim due to self-service channels being unavailable (confirmed by a Network News Update):

• DOC the contact
• apologise to the customer for the inconvenience, and
• ask them to make another attempt later

Does the customer need help to lodge the online claim?

• Yes, go to Step 2
• No, procedure ends here

Once registered with an active online account, customers can:

• Sign into myGov and access their linked Centrelink online account
• Select the Make a claim link on the Home page
• On the Make a Claim page, select Get started under the Students, Trainees and Apprentices category
• Select Apply for ABSTUDY
• Answer the streaming questions on the Check your eligibility page to check:
• they are claiming the best payment for their circumstances (if they are not eligible, the reason will display and they will be referred to the Payment and Service Finder)
• they can claim online (if not, they will be advised to complete a claim over the phone)
• After selecting Claim now, the customer will be reminded to check My profile is up to date before starting their claim. They can select either:
• Continue to go to the Claim navigation page to start their claim, or
• My Profile to review and update their details. They can then select the Return to your claim button to go to the Claim navigation page to start their claim. Customers who provide a mobile phone number or email address may be subscribed to Electronic Messaging (SMS or email)

If the customer needs help, run the ACC for the customer. See Table 5.

The Resources page has a link to a guide to claiming a payment online on the Services Australia website.

Once the customer has completed and reviewed the claim information, the Next Steps page advises any further information or tasks required.

To submit their claim, the customer must answer all mandatory questions and upload all required documents. Some exceptions apply.

Once the claim is submitted, the customer can monitor its progress via the Claim Tracker.

An online claim will expire after 13 weeks if not submitted. The customer must then start a new claim. For further assistance, for example, if there has been a system error, see Troubleshooting Centrelink self service.

If the customer's personal details have changed:

• Update details through the Change in Contact Details workflow. See Updating address details. Do not update accommodation details as they are updated in ACC
• If required, update Interpreter Language, written language and Indigenous Identifier on the Other Contact Details (OCD) screen in Customer First
• 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 your claim page in ACC

Access ACC via the ACC desktop icon. Go to the customer's record.

The Customer Claim Summary page displays any current and historical claims. If a started claim exists:

• select the pencil icon under Actions to continue, or
• select the trash icon to cancel

To start a new claim:

• Select Make a new claim
• Select the Get started link under the Students, Trainees and Apprentices category
• Read the Privacy message to the customer. The customer must agree to the privacy agreement before starting the claim
• Ask the customer the Check your eligibility questions and select the appropriate answers. The customer may be identified as not eligible for ABSTUDY or unable to claim via ACC if:
• the 3 tier Aboriginality criteria is not met
• receiving Living Away from home allowance (apprentices only)
• a secondary student
• claiming Testing and Assessment
• the apprenticeship or study start date is more than 13 weeks in the future
• Select Continue

The Claim navigation page displays the sections of the claim to be completed. The sections must be completed in order.

Select Get started.

Each section contains modules with relevant questions. The modules display as tabs at the top of each page. On each question page, the following options are available to select:

• Back - to go back to the previous question or module
• Save - to save the claim at the current stage
• Next - to progress forward with the module questions

Select Help to access help text about the questions on the current page. Help text will open in a separate window and can be printed. To access the Digital Assistant, highlight the question or use the Ask a question bar at bottom right.

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

As a section is completed, there is an option to select Change to go back to a previously completed section if the customer wants to change their answers. To go directly to a module, select the relevant tab.

To return to the Claim navigation page after making changes, select the last module tab and select Next.

Completing of the claim does not have to be in one session. Select Save and Exit on the Claim navigation page at any time to save the customer's responses so they can continue with their claim later.

To submit their claim, the customer must answer all mandatory questions and upload all required documents.

The claim will expire after 13 weeks if not submitted. The customer must then start a new claim. If further assistance is required, for example, there has been a system error, refer to mySupport.

• For Australian Apprentices, go to Step 4
• For tertiary students, go to Step 7

Is the Australian Apprentice claiming Incidentals Allowance only?

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

Confirm your basic details question sets include:

• Contact Requirements - permission to enquire, nominees
• Australian Residence

Tell us about your situation question sets include Apprenticeship details - start and end dates.

Go to Step 11.

Question sets include:

• Relationship details
• Contact Requirements - permission to enquire, nominees
• Australian Residence
• Accommodation

Go to Step 8.

Question sets include:

• Study details - see Approved courses of study for ABSTUDY, ABSTUDY Pensioner Education Supplement (PES) and Assistance for Isolated Children (AIC) for help with course details
• Relationship details - for Living Allowance claims only
• Contact Requirements - permission to enquire, nominees
• Australian Residence

Is the student claiming Incidentals Allowance only?

• Yes, go to Step 11
• No, go to Step 9

Question sets may include:

• Independence and Away from home:
• State care - customers in State care will need to provide evidence of the caring arrangements. Foster parents/carers will not be asked to advise parental income details
• Independence - see Independence for ABSTUDY customers
• Dependent upon parent(s)/guardian(s) - to determine their parent(s) for the Parental Means Test
• Away from home rate - see Away from Home rate for ABSTUDY
• Unreasonable to live at home (UTLAH) under 18 - when the claim is submitted, a SUBOCUTL DOC is created and allocated to the Social Work Assessment Network (SWAN). A MOD Y form is not required
• UTLAH 18 years or over - when the claim is submitted, an O18 DOC is created and allocated to the Over 18 UTLAH Assessment team. A MOD SY015 form is not required
• Other circumstances:
• if leave or redundancy payments are expected due to termination of employment
• start and end dates for their current apprenticeship
• details of any disabilities or medical condition that may affect work

Go to Step 10.

Question sets may include:

• Independence and Away from home:
• State care - customers in State care will need to provide evidence of the caring arrangements. Foster parents/carers will not be asked to advise parental income details
• Independence - see Independence for ABSTUDY customers
• Dependent upon parent(s)/guardian(s) - to determine their parent(s) for the Parental Means Test
• Away from home rate - see Away from Home rate for ABSTUDY
• Unreasonable to live at home (UTLAH) under 18 - when the claim is submitted, a SUBOCUTL DOC is created and allocated to the Social Work Assessment Network (SWAN). A MOD Y form is not required
• UTLAH 18 years or over - when the claim is submitted, an O18 DOC is created and allocated to the Over 18 UTLAH (Assessment team. A MOD SY015 form is not required
• Accommodation:
• If they have a current lease or tenancy agreement, this will be requested at Next Steps. A Rent Certificate (SU523) will not be requested until the claim is processed
• Residential Costs Option - will need to provide an itemised account or invoice for their residential fees to be paid. It will not be mandatory to provide at the time of submitting their claim and can be provided at a later date
• Other circumstances:
• if leave or redundancy payments are expected due to termination of employment
• details of any disabilities or medical condition that may affect work

This module allows the customer to supply or confirm information about their financial income and assets. If they cannot provide this information now, it will be requested at Next Steps and can be provided later on a paper form.

Question sets include:

• Payment Instructions
• Savings
• Managed Investments
• Shares
• Real Estate
• Superannuation
• Income Streams
• Funeral Bonds
• Home Equity Conversion Loans
• Gifting
• Foreign Pensions
• Other Government Payments
• Income and Assets outside Australia
• Other Assets
• Employment Income
• Scholarships
• Other Income

If the customer is an Australian Apprentice, a 2 weekly reporting regime will be applied.

Go to Step 12.

Question sets include:

• Payment Instructions
• Tax File Number
• Other Government Payments

Current payment destination details will not display, even if the customer is currently in receipt of a payment.

They must provide the following details for the relevant account:

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

If unable to provide payment destination

Customers who have genuine barriers in providing bank account details can be granted a 28 day grace period. For further information, see Payment destination.

The Payment Destination page can be bypassed by selecting the 'I do not have bank account details' checkbox. No account information will be saved, and the Service Officer can continue claim to submission.

• Do not select this option if the customer has a bank account but cannot provide the details now
• Only select this option if the customer does not own a bank account and cannot provide a payment destination due to having barriers in opening a bank account
• If this option is selected, advise the customer to provide their bank details as soon as possible as no payments will be received until a payment destination is provided

The customer must provide their tax file number (TFN) if they have not done so before. If claiming Living Allowance and they are partnered, they will need to provide their partner's TFN.

If the customer has a TFN but does not know what it is, direct them to contact the Australian Taxation Office (ATO) on the Indigenous Helpline. The Resources page contains a link to the ATO website.

If the customer wants tax deducted from their Living Allowance payment, they can select a whole dollar amount or a percentage of their payment.

For further information, see Tax File Number (TFN) for ABSTUDY.

To finalise the ACC, see Table 6.

Check all information is correct on the Review your claim page. If mandatory information is missing, a red Update required message will display.

If other answers require correcting, select the relevant Update button.

Until the required updates are made, the Next button will not enable.

Does the customer agree to make a verbal signature declaration?

• Yes, go to Step 2
• No, advise the customer to go online to submit their claim. Go to Step 3

Read the verbal declaration to the customer.

Does the customer accept the declaration?

• Yes, tick the Declaration box on the Review your claim page. This confirms the declaration script has been read to, and accepted by, the customer. Once the verbal declaration is accepted and ACC submitted, a DOC containing this information will display in:
• Process Direct notes
• Customer First Super Case
• Customer Claim Summary
• No, tell the customer they need to go online to submit their claim

Go to Step 3.

This page displays a list of Required and Supplementary tasks (further information or documents). Help text may be available, select underlined words to open/close.

There are links to upload documents and to download/print required forms.

If the customer does do not have access to a printer, forms can be mailed to them. Staff can use Mail Forms in Customer First Workspace to issue forms.

All Required tasks must be provided to submit the claim. Some exceptions apply.

Customers can access their online claim to return to the Next steps page at any time before the claim is submitted.

Is the customer claiming Living Allowance?

• Yes, and the customer is:
• dependent, go to Step 4
• independent, go to Step 5
• No, go to Step 5

For all dependent customers, except for customers in State Care, Parental Means Test information is required.

Parents/guardians can provide this information online using the Advise Parental Income service. They can access this service using the Verification Code displayed on the Next steps page. They do not need to be authenticated or have a Customer Reference Number (CRN).

Parents/guardians with an active Centrelink online account can access the Advise Parental Income option via the menu. The Verification Code page will display any known data.

Parents/guardians who do not have an active Centrelink online account will need to search for 'Advise Parental Income' via the Search field on the Services Australia homepage. They must enter their personal details, and CRN (if available), before the Verification Code page displays.

The verification code provided to the customer on the Next steps page identifies the child for which the parent is providing the information.

The number of questions will vary depending on whether the parent(s)/guardian(s) are in receipt of an Income Support Payment and if they have previously provided parental income for the appropriate tax year. Income information already held on record will not be displayed to them but will be uploaded during claim processing.

This service also gathers the following details:

• other dependent children
• tax file number, and
• maintenance income

Once all Required tasks are completed, the Save button will change to Submit so the claim can be submitted.

The submitted page will display:

• Claim ID
• Claim submitted date
• A 'withdraw claim' option
• Tabs that link to Notifications, Tasks & Review claim details information

Claim is submitted

Customers can access their online claim from the Claim Details page at any time. This page displays:

• Claim ID
• Date of submission
• Claim tracker
• Estimated Completion Date

Customers can view their:

• online notifications in the Notifications tab
• tasks in the Tasks tab and
• claim responses in the Claim details tab

Once a claim is submitted, the customer cannot update the claim details. They will need to contact the agency to provide information in relation to their claim.

Customers can use the Claim Tracker to monitor the progress of their claim.

For information about messages and notifications sent to the customer about their claim, see Circumstance Change Monitor (CCM).

Procedure ends here.

Check the customer's eligibility before issuing any form.

In Customer First, run the Mail Forms guided procedure to send the required forms to the customer.

For customers who meet the eligibility for:

• Schooling A Award, go to Step 2
• Schooling B Award, go to Step 3
• Tertiary Award, go to Step 4
• Part time Award, go to Step 5
• Testing and Assessment Award, go to Step 6
• Master and Doctorate Award, go to Step 7
• Lawful Custody Award, go to Step 8

See the Resources page for links to forms and examples of supporting documents that may be required for an ABSTUDY claim.

Issue a Claim for ABSTUDY Schooling A (SY018).

Issue a Claim for ABSTUDY (SY019).

If the student needs to live away from home, issue a Claim for ABSTUDY Remote Areas (SY092).

If the student wants to claim ABSTUDY PES, issue a Claim for ABSTUDY Pensioner Education Supplement (SY020).

Issue a Claim for ABSTUDY (SY019).

If the Australia Apprentice wants to claim wants to claim Incidentals Allowance only, issue a Claim for ABSTUDY Allowances and Part-time Award (SY021).

If the student wants to claim ABSTUDY PES, issue a Claim for ABSTUDY Pensioner Education Supplement (SY020).

Issue a Claim for ABSTUDY Allowances and Part-time Award (SY021).

Issue a Claim for ABSTUDY Allowances and Part-time Award (SY021).

Issue a Claim for ABSTUDY (SY019).

If the student wants to claim ABSTUDY PES, issue a Claim for ABSTUDY Pensioner Education Supplement (SY020).

Issue a Claim for ABSTUDY Student or Australian Apprentice in lawful custody (SY022).

If the lodgement is in person, tell the customer:

• any changes in circumstance must be advised within 14 days
• if the claim or form has a Notes section, they should detach this and keep it for future reference

Check the documentation required for:

• claims submitted online or via Assisted Customer Claim
• claims lodged through the ABSTUDY Claiming Tool, go to Step 2
• paper claims, go to Step 3
• paper forms, go to Step 4

An ABSTUDY applicant's acceptance to a verbal declaration is recorded in the Verbal Declaration DOC, and 'Progress of ABSTUDY claim' DOC.

Applicants who do not accept or who are not offered the verbal declaration need to return a signed Customer Declaration Form (CDF). They may also need to provide additional documents to support their ABSTUDY claim. Check the 'Progress of ABSTUDY claim' DOC on the customer's record to see what documents the customer needs to provide.

See Table 9.

ABSTUDY Schooling A (SY018) - if the applicant wants to have School Fees Allowance (SFA) paid directly to them, they must provide proof of the payment of the school fees first. This can be provided later for reimbursement. See Completing an ABSTUDY form.

Claim for ABSTUDY Form b (SY019) - see the Document Checklist at the back of the form and check the customer's responses to the corresponding trigger questions. See Completing an ABSTUDY form.

Claim for ABSTUDY Remote Areas (SY092) - see the Document Checklist at the back of the form and check the customer's responses to the corresponding trigger questions. See Completing an ABSTUDY form.

Claim for ABSTUDY Pensioner Education Supplement (PES) (SY020) - see the Document Checklist at the back of the form. Identity documentation is only required for customers in receipt of a Department of Veterans' Affairs (DVA) pension. For more information, see Completing the SY020.

Claim for ABSTUDY Allowances and Part-time Award (SY021) - see the Document Checklist at the back of the form. Identity documentation is not required. See Completing an ABSTUDY form.

Claim for ABSTUDY Student or Australian Apprentice in lawful custody (SY022) - See Completing an ABSTUDY form.

Additional Incidentals Allowance Claim Form m (SY031) - See Completing an ABSTUDY form.

See Table 9.

ABSTUDY Student additional information (SY023) - evidence required depends on answers to questions within the form. Check the form to determine type(s) of evidence required. See Completing an ABSTUDY form.

ABSTUDY Submission for away from base activity funding (SY034) - See Completing the SY034.

Module JY - see Completing Parent(s)/Guardian(s) details for the Base Tax Year and Current Tax Year (MOD JY).

ABSTUDY Change of Circumstances/Enquiries Sheet (SY053) - evidence required depends on answers to questions within the form. Check the form to determine type(s) of evidence required. See Completing an ABSTUDY form.

ABSTUDY and Assistance for Isolated Children (AIC) Review of Decision form (SY054) - no extra documentation required, but can be provided to support the customer's case. See Review of ABSTUDY and AIC Scheme decisions.

See Table 9.

Has the following occurred:

• all relevant questions on the Customer Declaration Form (CDF)/claim/form have been answered
• the appropriate person/s have signed the CDF/claim/form:
• If a Schooling A claim, and/or if the customer is a dependent under 16 years of age, the parent(s)/guardian(s) must sign
• Where the customer is dependent and at least 16 years of age, both the parent(s)/guardian(s) and the customer must sign
• Where the customer is independent, they must sign. If partnered, the partner must also sign
• If the claim is lodged by an institution (such as Away From Base Submission SY034), an appropriate representative from the institution must sign

Note: the declaration (if required) must be signed with a black or blue pen in handwriting. It will not be accepted if signed electronically in a computer program, for example, 'Paint'.

Is claim/form fully completed and all relevant evidence and supporting documentation required for the CDF/claim/form provided?

• Yes, go to Step 3
• No, go to Step 2

Education Details questions unanswered

If a customer has not answered the Education Details, regardless whether Proof of Enrolment has or is required:

• attempt to contact the customer/applicant by phone and verbally confirm the missing Education Details
• if contact is unsuccessful, send a Request for Information (RFI) letter requesting the details prior to assessing the claim

Previously in receipt of Youth Allowance

If a dependent customer is applying for ABSTUDY and was previously in receipt of Youth Allowance (YA) in the same year, the parent/s do not need to provide their:

• signatures on the CDF (where a CDF is required), claim or form
• parent(s)/guardian(s) details for the base tax year and current tax year for dependent YA or ABSTUDY customers (MOD JY)

ABSTUDY customers not previously in receipt of YA in the same year, or who did not supply their parental details for the appropriate tax year, must still provide their parent/guardian's income details.

Parental/Guardian Questions unanswered

• Where a parent/guardian has signed the ABSTUDY Claim, form or CDF, but did not complete all of their details, they can be contacted by phone to verbally confirm the missing information. The verbal responses must be recorded on the customer's record in the verbal MOD JY template. If the parent is uncontactable or unable to answer the missing questions verbally, the Service Officer is required to return a copy of the claim/form to the customer for completion (for example, if not signed) or send a Mod JY if required
• If the customer has supplied any original documentation, return to the customer using registered mail

Once claim/form has been fully completed and/or all necessary documentation received, go to Step 3.

Confirm if the customer is receiving ABSTUDY Living Allowance and the claim received is either a:

• Student in Lawful Custody claim
• Testing and Assessment claim
• Additional Incidentals claim, or
• Away from Base claim

Is the customer receiving ABSTUDY Living Allowance and the claim received is for any of the above?

• Yes, go to Step 6
• No, go to Step 4

If ABSTUDY Schooling A claim (CDF or Claim for ABSTUDY Schooling A (SY018)), go to Step 5.

For all other ABSTUDY claims (CDF or paper claim) or forms, go to Step 6.

Scan the ABSTUDY Schooling A claim (CDF or SY018) to the applicant's record to allow for processing by the ABSTUDY Smart Centre Processing team. For more information, see Scanning Centrelink documents using an MFD.

If the customer has contacted through:

• a service centre, procedure ends here
• smart centre call, go to Step 7
• the ABSTUDY Smart Centre Processing Services team, go to Step 7

Ensure the claim/form and all supporting documents are scanned to the customer's record to allow for processing by the ABSTUDY Smart Centre Processing team. For more information, see Scanning Centrelink documents using an MFD.

If the customer has contacted through:

• a service centre, procedure ends here
• smart centre call, go to Step 7
• the ABSTUDY Smart Centre Processing Services team, go to Step 7

Service Officers must check the student has a person (PER) record. If not, ensure a CHI (child) search is performed to identify if a child Customer Reference Number (CRN) exists.

Where a CHI CRN exists, this must be used to create the PER record, see Searching for a customer on the system.