ABSTUDY Claiming Tool process 010-02010040

Identify ABSTUDY claim type:

• Schooling A
• Schooling B
• Incidentals Allowance only for secondary level study
• Pensioner Education Supplement

Is the applicant claiming any of the above?

• Yes, and has contacted:
• to provide information to continue a previously started ABSTUDY claim via the ACT, see Step 1 in Table 3, or
• to lodge a new claim, go to Step 2
• No, see Claiming ABSTUDY, procedure ends here

An ABSTUDY claim must be lodged by the correct applicant. For further information, see Who is the ABSTUDY applicant and interim claims.

Is the claimant the correct ABSTUDY applicant?

• Yes, go to Step 3
• No, the relevant paper claim must be issued, see the Issuing paper claims table in Claiming ABSTUDY. Procedure ends here

For ABSTUDY Schooling A claims, action is required on the applicant and student's record.

For all other ABSTUDY claims, action is only required on the student's record.

The ACT requires the record type to be a person (PER) record.

To confirm the record type, see Searching for a customer on the system for guidance.

If the required record is not located or is not a PER record, see Searching for a customer on the system to create a customer record and/or convert the CHI record to a PER record.

Go to Step 4.

Record the ACT in the:

• applicant's file if claiming ABSTUDY Schooling A
• student's file if claiming ABSTUDY:
• Schooling B
• Incidentals Allowance only for secondary level study
• Pensioner Education Supplement

Go to Step 5.

The ACT records information only, it does not update the record. The following actions must be completed before launching the ACT:

• Update the applicants and/or student's contact details (if required) including address and telephone numbers. See Updating address details
• Confirm the student's name used for their enrolment. If enrolled under any other name (that is, not their legal name as recorded on their Services Australia record), record this as their preferred name on the Customer Personal Details (CPD) screen. See Aliases and other names (legal, preferred, sex and gender diverse customers, cultural considerations etc.)
• Discuss if permission to enquire (PPE) to a parent/guardian, education institution, hostel or any other contact is required. See Person Permitted to Enquire (PPE) or Update (PPU) authority for more detail
• Discuss Tax File Number (TFN) for ABSTUDY if there is no TFN recorded on the Tax File Number Authority Summary (TFNS) screen
• Update the TFN before commencing the claim, where available
• If the TFN is not available for students under 16 years of age, advise the applicant that if the TFN, or a TFN application (NAT1589) is not provided by the student's 16^th birthday, the ABSTUDY payment will be suspended

Go to Step 6.

The ACT has the following features:

• Displays only the relevant questions for the appropriate claim type
• Extracts and displays the customer's personal information currently held on their record
• Allows Service Officers to confirm or update information already prepopulated
• New information can be recorded for the claim by selecting the applicable option from drop down menus, or by free text input
• If an applicant is claiming for more than one Schooling A student, all student's details can be recorded in the one ACT workflow
• A 'Help' function is available at the top of each screen to assist with completion of each question. This provides information as to when additional documents are required before the claim can be assessed
• When discussing if additional documents are required before their claim can be assessed, the Service Officer can refer to the Resources page for assistance

To lodge the claim, see Table 2.

In the applicable record in Customer First, locate the ACT by either of the following:

• Select:
• Workspace
• Claim Contacts
• ABSTUDY Claiming Tool
• In the Customer First search box, key ABSTUDY Claiming Tool

When selected, the Landing page will present.

Select the correct option for the question 'Who is making the claim?'. If the incorrect selection is made an incorrect Customer Declaration Form (CDF) may generate.

Note: applicants must be asked all questions presented by the ACT, including where prepopulated information is displayed. This ensures the most accurate and current customer circumstances are obtained.

Go to Step 2.

Update the Claimant Details page. The following fields must be completed:

• Indigenous Qualifier
• Home Address
• Citizenship

Update the Study/Apprentice Details page:

• Name of Institution: field, ensure the education provider details are copied correctly from the Education Institution Summary, found by entering Codes in Next
• Address: field, the education provider School code

Note: the Education Institution Summary and School code, is found by entering Codes in the Next field in Customer First or Customer Record.

Can the institution/school details be completed?

• Yes, complete the details. Go to Step 3
• No, and the claim is for:
• a prospective secondary boarding student who does not know the name of the school they will be attending, record 'To be advised' in the School field. This allows the claim to be completed and ensures eligible students can access Orientation and Special Purpose Visit travel. Go to Step 3
• any other claim, advise the applicant to contact when the institution/school details are known. Procedure ends here

The claim will request bank account details.

For dependent students under 18 years of age, see Payments for students under 18 years paid to student, parent or a third party.

Enter the bank account details of the appropriate payee.

Is the ABSTUDY claim for Schooling A, Incidental Allowance only or PES?

• Yes, go to Step 6
• No, and the student is:
• dependant, go to Step 4
• independent, go to Step 6

The answers to this question set must be provided by the parent/guardian only. Do not accept information provided by the student.

Note: during the call with the student, outbound contact with the parent/guardian (if available) can also be completed to obtain the required information. Remember to confirm the identity of the parent/guardian. See Authenticating a Centrelink customer.

Is the student's parent/guardian available during contact?

• Yes, go to Step 5
• No. For:
• 'Do you agree to use this process?' select No
• 'Issue ModJY?' select Yes. Advise the parent/guardian they must submit a MOD JY. Go to Step 6

Dependent student claims submitted between September and December must include the parental income information for both the Base tax year and Current tax year.

The statement on the Parent/Guardian Details Page 1 must be replaced with the following statement:

'We are taking details from {child's name} so they can claim ABSTUDY. To complete the claim, we need some information from you.

The information you give us will be used to provide Centrelink benefits to {child's name}.

You understand giving false or misleading information is a serious offence, and you declare the information you provide for {child's name} ABSTUDY claim is complete and correct, and reflects your current circumstances?'

Does the parent/guardian give permission to use the parent/guardian details they provided verbally for claim assessment?

• Yes. For:
• 'Do you agree to use this process?', select Yes
• 'Issue ModJY?', select No
• No. For:
• 'Do you agree to use this process?', select No
• 'Issue ModJY?', select Yes. Advised the parent/guardian they must submit a MOD JY

Note: for further information in collecting these details verbally, see Completing Parent(s)/Guardian(s) details for the Base Tax Year and Current Tax Year. If the parent/guardian does not agree to provide this verbally, a signed MOD JY is required to obtain parental permission to use their information.

Go to Step 6.

Have all presented questions been completed?

• Yes, see Step 1 in Table 4
• No, go to Step 7

To ensure the information recorded in the ACT is not lost or deleted, save the data by selecting the Save and Exit options.

If the question set cannot be completed because the applicant:

• decided to discontinue lodging a claim using the ACT process, issue the relevant paper claim. See Claiming ABSTUDY, procedure ends here
• requested a pause to the claiming process for continuation later. (This may occur because the applicant is unsure of information requested in the verbal claim and/or their parent/guardian is unavailable at time of contact). Tell the applicant they must provide the required additional information within 14 days

Cancel the started DOC for the ACT from the Current Activity (AL) screen.

Procedure ends here.

To resume a previously started ACT claim, locate the saved claim.

The saved ACT claim is located on the:

• applicant's record for Schooling A claims, and
• student's record for all other claims

See Searching for a customer on the system for guidance in locating the appropriate record.

Check the student's and/or applicant's contact details including any address and telephone numbers and update if necessary. See Updating address details.

Go to Step 2.

In the applicable record in Customer First, locate the ACT by either of the following:

• Select:
• Workspace
• Claim Contacts
• ABSTUDY Claiming Tool
• In the Customer First search box, key 'ABSTUDY Claiming Tool'.

Landing page

On the 'Previously saved claim' option, select Yes. The ACT will go to the questions requiring information.

Ask the applicant if any information has changed since the original contact. If so, update within the ACT.

If the parent is not the applicant, but need to provide additional information (for example Parental Means Test and their verbal permission to use their information), confirm/update their contact details within the saved ACT.

Continue the data collection to completion.

See Step 1 in Table 4.

The Claim Complete page will display once the question set is completed.

In all cases, send the Customer Declaration Form (CDF) and enclosed 'Information to support your claim' (ISC) letter to the applicant/student.

To print the CDF:

• Select Print Customer Copy
• Select Print the CDF via Central Printer

Go to Step 2.

Save and upload the ACT processing copy to the:

• applicant's record for Schooling A claims, or
• student's record for all other claims

To save the processing copy:

• on the Claim Complete page, select 'Print Processing Copy'
• select the printer icon (on the top right hand corner)
• select Microsoft Print to PDF
• select Print and ensure the processing copy page (with the completed recorded claim information) is displayed
• in the File name field, type in the relevant Customer Reference Number (CRN), and select Desktop as the save location in the left hand menu
• select Save
• select the X at the top right hand corner of the Processing copy to close the document
• select Save and Exit

To upload the processing copy:

• select Document Tools from the Customer First menu
• select Upload Document
• enter the date the claim was completed via the ACT in the Date of Receipt field
• select UNS010 in the Form Type field
• select No in the Hand Off For Further Action field
• select Browse
• select the PDF document for the customer's claim
• select Open
• select Upload
• once uploaded to the record, ensure the Desktop copy is deleted

See Step 1 in Table 5.

Applicants must provide a verbal declaration to confirm the information recorded via the ACT is true and correct.

Complete the ABSTUDY Verbal Declaration Fast Note on the applicant's record for Schooling A claims, and the student's record for all other claims.

Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims > ABSTUDY.

The scripted text varies depending on the requirement of additional documents to support the claim. For example, documentation to support Away from Home criteria or tax file number.

Are additional documents required before the claim can be assessed?

• Yes, read the scripted text located in the ABSTUDY Verbal Dec - DOCS Required Fast Note
• No, read the scripted text located in the ABSTUDY Verbal Dec No DOCS required Fast Note

Go to Step 2.

To clearly identify the person making the claim, complete the Fast Note correctly.

Where the applicant:

• is not the student:
• at the beginning of the Fast Note record the name of the person who is the applicant for the claim, and
• the name of the student they are claiming for
• is the student:
• record their name as both the applicant and the student

Did the applicant agree to the verbal declaration?

• Yes, record their acceptance to the verbal declaration in the Fast Note by deleting the No reference at the end of the Fast Note, go to Step 3
• No, record their non-acceptance of the verbal declaration in the Fast Note by deleting the Yes reference at the end of the Fast Note, go to Step 4

Review the Information to support your claim (ISC) letter located on the History Summary (HS) screen.

Tell the applicant:

• to return the Customer Declaration Form only if it contains incorrect information or to advise changes
• if the ISC letter is inaccurate, which additional documents are required and which documents are not, and
• the information provided today will be used to assess the student's eligibility for ABSTUDY

See Step 1 in Table 6.

Review the Information to support your claim (ISC) letter located on the History Summary (HS) screen.

Tell the applicant:

• they must return a signed Customer Declaration Form
• if the ISC letter is inaccurate, which documents are required and which documents are not, and
• the information provided today will be used to assess the student's eligibility for ABSTUDY

See Step 1 in Table 6.

All claims must be indexed in the student's record.

Select the system code ISS in the Sys: field and for:

• ABSTUDY PES claims - SVPES in the Next: field
• Schooling A or Schooling B claims - SVABY in the Next: field

To index the claim, go to the Name Search (IN) screen in Customer First. Complete the following fields:

• Surname: student's surname
• First Name or Initial: students' first name or initial
• DOB: student's date of birth
• ServRsn: the type of ABSTUDY payment being claimed:
• ABT = Schooling A student
• ABY = ABSTUDY
• EPA = ABSTUDY PES
• Act: NCL
• Srce: SCT
• DOR: date the original claim was made. For more information, see Date of receipt

Select the PERson record and confirm the correct person has been located.

The Customer Details Task (CDTS) screen will display, navigate to the Current Activity (AL) screen.

If unable to index the claim, go to Step 2.

If the NCL activity has been successfully indexed, select the STA 'ABSTUDY Simplified Claim - Accepted' DOC from the Document List (DL) screen, and select 'Complete'. For ABSTUDY Schooling A, ensure the DOC is completed on the parent/guardian's record.

Go to Step 3.

Started activities on the parent or student's records can prevent a claim being indexed. For information to resolve the issue, see Searching for a customer on the system.

Go to Step 3.

Claims not requiring additional documents are ready for assessment.

Claims requiring additional documents for claim assessment are not ready for assessment.

Transfer the started claim or DOC to the ABSTUDY Smart Centre Processing team. See Processing Services details for: ABSTUDY and ABSTUDY PES. To transfer the claim or DOC, from the Current Activity (AL) screen, select either the:

• ABSTUDY New Claim activity, or
• STA 'ABSTUDY Simplified Claim' DOC if NCL activity could not be indexed

When the activity or DOC is selected, choose (O) to transfer the activity/DOC to another site/region.

The following fields must be completed:

• Resubmit Date: field:
• if the claim is not ready to be assessed, add a resubmit date for 18 days
• if the claim is ready to be assessed, delete anything in this field so it displays as blank/empty
• Regional Office: field, code ABS
• New Keywords: field, add the appropriate keyword for the type of claimed received:
• ABSTUDY Schooling A - ABTNCL
• ABSTUDY Living Allowance - ABYNCL
• ABSTUDY Secondary Boarding - BOARDER
• ABSTUDY Incidentals Allowance - INCNCL
• ABSTUDY Pensioner Education Supplement - EPANCL
• Where the verbal declaration has:
• been accepted, an additional keyword of 'VERBDOC' (additional documents required before their claim can be assessed) must be added
• been accepted, an additional keyword of 'VERBNIL' (no additional documents required before their claim can be assessed) must be added
• not been accepted an additional keyword of 'VERBNO' must be added
• Add the SUSYC keyword if the student is studying a Startup Year Course

Once the required fields are completed, select Continue.

If the claim is:

• ready to be assessed, make sure the activity displays on the AL screen as 'Started' in the Status field. This ensures prompt allocation for assessment
• not ready to be assessed, make sure the activity displays as 'Held' on the AL screen. This allows time for the additional documents to be provided before the claim is allocated for assessment

Is the claim being assessed end-to-end?

• Yes, go to Step 4
• No, for student claiming:
• ABSTUDY Secondary Boarding as a private boarder, see Step 1 in Table 7
• All other payments, see Step 2 in Table 7

The claim is ready to be assessed. Refer to the following Operational Blueprint procedures depending on the type of claim received:

• Processing an ABSTUDY claim
• Assessing a claim for ABSTUDY Pensioner Education Supplement (SY020)

Applicants/students claiming ABSTUDY Secondary Boarding as a private boarder must supply documentation of the private boarder before their claim will be assessed.

Applicants are required to return a signed ABSTUDY request for private board provider (person providing board) details (SY115).

Go to Step 2.

The Progress of ABSTUDY Claim Fast Note must be generated on the student's record for all ACT claims.

The 'Progress of ABSTUDY claim' is a Display on Access DOC.

Use Fast Note. Select Auto text > Students, ABSTUDY & Apprentices > Claims > Progress of ABSTUDY Claim

• Select Display on Access (DOA)
• The DOA reason Special Contact Consideration (SCC) will present:
• enter the expiry of the DOA for 13 weeks from the date claim was lodged, and
• select Confirm
• Update the body of the text. Note: Key Performance Indicator (KPI) is 21 days from the date the original claim was lodged

The Progress of ABSTUDY claim DOC must include the following (if applicable):

• If the student is aged 15 years or younger, the applicant's Name and Customer Reference Number (CRN)
• Whether the Customer Declaration Form (CDF) requires returning
• What additional documents are required. For information about documents required to support the ABSTUDY claim process, see the Resources page
• Whether the claim is ready for assessment and all required supporting documents have been provided and the claim can be assessed. Include the text 'Claim is awaiting processing by ABSTUDY Processing Team' in the DOC
• Any additional detail or discussions in 'Other' record. For example:
• any evidence collected verbally (if the applicant has accepted a verbal declaration)
• complex issues including Away from Home criteria being claimed
• unsuccessful contact referrals to specialists or social workers
• any correspondence desktop faxed to the applicant
• if the claim was not able to be indexed

Go to Step 3.

Required discussion points and actions:

• if applicable, reinforce the importance of providing supporting documents as soon as possible
• reinforce if the applicant has accepted a verbal declaration they are not required to return the CDF unless they need to make changes
• reinforce the applicant is required to return a signed CDF if they have not accepted a verbal declaration
• consider faster options of providing the applicant with the Information to support your claim (ISC) letter, such as desktop faxing
• provide applicant with the options to return supporting documents per the Background page

Procedure ends here.