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No show for ABSTUDY travel 010-02100100

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This page contains information to determine if an approved ABSTUDY traveller will have a penalty applied for failing to undertake travel.

On this page:

Initial contact - failure to undertake travel

Reason for failure - update booking in the TMA

Determining if a penalty will be applied

Coding penalties

No Show Penalty reassessment

Initial contact - failure to undertake travel

Table 1

Expand table

Step

Action

1

ABSTUDY Fares Allowance (FAA) 'no show' contact channel

If the enquiry is:

2

ABSTUDY Smart Centre Service Officers

For urgent requests (within 24 hours of travel) or if the approved traveller is stranded mid-journey, warm transfer the traveller to the ABSTUDY Smart Centre Travel or Away from Base Teams. Use the Service Australia Workspace Transfer Options list or the transfer numbers in Office Locator.

For non-urgent requests, select the appropriate option below.

Recording initial no show advice

To record the no show advice, locate and select the applicable Booking ID # within the Travel Management Application (TMA), and:

  • Go to the Notes tab
  • Select Edit and New
  • Add detailed notes with the following information:
    • Who contacted?
    • Contact time and date
    • Where is/are the approved traveller/s now?
    • Reason for the missed travel, for example, missed flight, no longer wished to travel, illness
    • Travel arrangements to be re-booked? Yes/No. If Yes, provide details of the new required travel arrangements
    • Overnight accommodation required? Yes/No
    • Is there a return trip? Yes/No. If Yes, is the return travel still required? Yes/No
    • Contact number
    • Is a supervisor required? Yes/No. If Yes,
      supervisor's name
      supervisor's contact number
    • Parent/guardian/education representative nominated supervisor to overnight with student if required? Yes/No
    • Add any additional comments if required
  • Select Create Note
  • Go to the Bookings tab
  • Add the text 'no show- see notes' in the Comments field
  • Save the changes and check the Booking Status has changed to Pending Approval. This will then allocate via Workload Management to the ABSTUDY Smart Centre Travel or Away from Base team for action
  • Advise the customer that the Travel or Away from Base team will contact them to discuss whether:
    • a financial penalty may be applied
    • travel can be re-booked. Note: if the traveller is a tertiary student, secondary non-school student or an associated non-student traveller, and no valid reason for missing travel is provided, the same journey cannot be re-booked. These travellers will need to pay for their own journey and seek reimbursement

Procedure ends here.

Response to No Show Notification Q888

Where a customer contacts in response to a No Show Notification Q888 letter to provide the reason for missed travel, record the details in a Note in the Travel Management Application (TMA).

Locate and select the applicable Booking ID #, and:

  • Go to the Notes tab
  • Select Edit and New
  • Record the following information:
    • Who contacted?
    • Contact time and date
    • Reason for the missed travel, for example, missed flight, no longer wished to travel, illness
  • Select Create Note and Save

Advise the customer that the ABSTUDY Travel team will:

  • assess the reason for the missed travel
  • determine if a penalty will be applied

Procedure ends here.


Reason for failure - update booking in the TMA

For ABSTUDY Smart Centre Travel and Away from Base staff

Table 2

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Step

Action

1

Notification of a no show

Where Services Australia receives a no show advice, make genuine attempts to notify the appropriate contacts of the no show occurrence if they did not provide the advice.

If a reason for the no show occurrence has not been provided, obtain this during the contact.

For a:

  • secondary boarding/hostel student, phone the education/board/scholarship provider
  • secondary private boarding student, phone the applicant
  • tertiary student, phone the student

Go to Step 2.

2

Reason for failure to undertake travel

Review the no show advice provided to the agency to identify why the approved traveller did not undertake all or part of a pre-booked journey where possible. Evidence must not be requested to assist with the assessment. Service Officers are to instead use the information available.

If they missed their travel:

  • due to circumstances beyond their control, the booking is recorded as a No Show - No Penalty
  • because of their own actions/behaviour or no reason provided, the missed travel is considered a No Show - Penalty

Note: do not record a No Show on a Notional Student Traveller Booking.

If the no show was for a:

3

Record a no show for a whole journey

To record a no show for a whole journey, locate and select the applicable Booking ID# within the TMA and go to the Bookings tab:

  • select Edit
  • update the Booking Status depending on the assessment of the no show to:
    • No Show - Penalty
    • No Show - No Penalty
  • add detailed notes within the Notes tab of the booking using the no show travel with/without a valid reason DOC template. See the Resources page for the ABSTUDY Travel Minimum DOC Standards
  • select Save

Go to Step 5.

4

Record a no show for a part journey

If a journey has a forward and return trip and the approved traveller no shows on 1 trip of the journey, key a no show for that trip only. Correct the original booking to show only the successfully completed trip. A new booking for the trip that was missed will be keyed in the TMA with a Booking Status of No Show - Penalty, or No Show - No Penalty.

For trips with multiple legs, key a no show for the missed leg only. Correct the original booking to show only the successfully completed leg/s. A new booking for the leg that was missed will be keyed in the TMA with a Booking Status of No Show - Penalty, or No Show - No Penalty.

To record a no show for one trip/leg of a journey, locate and select the applicable Booking ID# within TMA and go to the Bookings tab:

  • select Edit
  • remove the travel date for the trip that the student No Showed. Note: if removing the forward travel date, the remaining return travel date will need to be moved into the Forward Trave Date field. Ensure the correct locations are reflected in the Travel From and Travel To fields
  • leave Booking Status as Booked (should now reflect the trip date and locations of the students successfully completed travel)
  • select Save

Create a new booking for the trip/leg that was no showed. Whilst still in the relevant customer's record:

  • create a new booking
  • insert the travel date and location of the missed trip and complete all other details as required
  • select Save
  • update the Booking Status from New to Booked
  • select Save
  • update the Booking Status depending on the assessment of the No Show to:
    • No Show - Penalty
    • No Show - No Penalty
  • add detailed notes within the Notes tab of the booking using the no show travel with/without a valid reason DOC template. See the Resources page for the ABSTUDY Travel Minimum DOC Standards
  • select Save

Go to Step 5.

5

Cancel existing travel arrangements

Cancel travel arrangements that are no longer required that have not yet commenced. This includes accommodation and transfers.

To cancel not yet commenced travel arrangements that were recorded as a no show, locate the applicable Booking ID #, then:

  • select the Bookings tab and select Edit
  • include details of the cancellation in the Comments field using the Cancellation - No Show Travel Booking Form Comments Template. See the Resources page for the ABSTUDY Travel Minimum DOC Standards
  • export the booking/s and send the ABSTUDY Travel Authorisation - Booking Form to Corporate Travel Management (CTM)
  • update the Action on the Booking Information sheet to Cancellation

If there are other travel arrangements to be cancelled that have not been recorded as a no show, send them to CTM on the same ABSTUDY Travel Authorisation - Booking Form.

For assistance recording the cancellation and sending the booking/s to CTM for finalisation, see Authorising and coding pre-booked Fares Allowance (FAA) entitlements for ABSTUDY and ABSTUDY Pensioner Education Supplement (PES).

Once all coding has been completed and, if required the cancellation has been sent to CTM, go to Step 6.

6

No Show - Penalty assessment

Is the traveller a secondary school student under 18 years of age and the Booking Status is No Show - Penalty?

7

No shows for secondary school students under 18 years of age

A supervisor is mandatory for secondary students under 18 years of age who have incurred 2 or more no shows without a valid reason in a calendar year.

If a No Show - Penalty has been recorded, Service Officers must:

  • go to the Bookings tab within the current booking, and
  • look for other No Show - Penalty booking statuses within the current calendar year. All historical bookings can be seen within the Customer Bookings table and are sorted 'latest to oldest' date order based on the Forward Travel Date

Are there 2 or more No Show - Penalty statuses present (inclusive of the current booking)?

8

Mandatory supervision coding

Within the current booking, check Travel Requirements in the Overview tab.

Note: for any travel that was approved prior to the no show notification, no reassessment is required to include a supervisor.

Is mandatory supervision already coded until 1 March in the following calendar year?

  • Yes, go to Step 9
  • No:
    • Code the mandatory supervisor fields as follows:
      Mandatory Supervision: Yes
      Mandatory Supervision Start Date: defaults to today's date
      Mandatory Supervision End Date: 1 March in the following calendar year
      Mandatory Supervision Reason: Frequent Missed Travel
    • Select Save. A message will appear advising successfully updated booking
    • Notify the boarding school/hostel via email of student’s mandatory supervision requirements. See the Resources page for the Quickstep Guide No show without a valid reason template
    • Go to Step 9

9

Issue no show advice

Advise the appropriate party of the outcome where required.

Select an option below based on the Booking Status.

No Show - No Penalty

For:

  • students boarding at a school or hostel, send an email to the education/board/scholarship provider using the 'No Show' with a valid reason email template
  • private boarding, tertiary, secondary non-school students and all associated non-student travellers, advice is not required

Travel can be authorised in advance to rebook the journey. To rebook travel, see Authorising and coding pre-booked Fares Allowance (FAA) entitlements for ABSTUDY and ABSTUDY Pensioner Education Supplement (PES).

Procedure ends here.

No Show - Penalty

For:

  • students boarding at a school or hostel, where:
    • the reason provided does not meet unforeseen and/or exceptional circumstance criteria, send an email to the education/board/scholarship provider using the 'No Show' without a valid reason template
    • contact was unsuccessful and the no show advice was provided by CTM, send an email to the education/board/scholarship provider using the 'No Show' notification template
  • private boarding students, where contact was unsuccessful, send a No Show Notification Q888 on the applicant's record
  • non-student travellers associated with secondary school students, advice is not required as there is no financial or rebooking penalty
  • tertiary, secondary non-school students and their associated non-student travellers, code a Rebooking Penalty to issue missed travel advice. The penalty reason will be reassessed to Travel Costs if CTM advise that the travel provider has charged for the cost or part cost of the ticket

Once the above has been completed, for:

10

Coding a manual review (RVR) no show reason

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

  • Service Reason: ABY
  • Review Reason: REV (Manual Review)
  • Due Date: 14 days from today plus additional time for mail delivery
  • Source: INT
  • Date of Receipt: today's date
  • Notes: 'Reason for no show of Booking ID# {insert number} required. To action, see OB 010-02100100'
  • Keywords: TRAVEL
  • Workgroup: leave blank
  • Position: leave blank
  • Transfer to Region: ABS

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

See Table 3.

11

Action no show reason manual review

Check the Booking ID# of the missed travel for a Note that explains the reason for the no show.

Has a reason been provided?

12

Non-refundable costs

Check the ABSTUDY Travel positional mailbox for details of non-refundable costs from CTM.

Have costs been provided?

  • Yes, see Table 4 > Step 1
  • No, procedure ends here until travel provider charges are known

Determining if a penalty will be applied

For ABSTUDY Smart Centre Travel and Away from Base staff

Table 3

Expand table

Step

Action

1

Determining if a re-booking penalty applies

If the approved traveller is secondary school student or a non-student traveller associated with a secondary school student, travel can be re-booked. No re-booking penalty will be applied.

For all other travellers with no valid circumstance for missing travel, the same journey cannot be re-booked and a re-booking penalty will apply.

Depending on the circumstances, a no show may incur a re-booking penalty and a financial penalty.

Is the approved traveller an associated non-student traveller for a secondary school student?

  • Yes, financial penalties do not apply. Record the Booking Status as No Show - Penalty, with a Penalty Reason of No Travel Costs. For coding instructions, see Table 4 > Step 3
  • No, go to Step 2

2

Chartered transport

Did the missed travel involve chartered transport only with other ABSTUDY funded passengers?

  • Yes, and:
    • at least one ABSTUDY traveller boarded the charter. No financial penalty will be applied against approved travellers who no showed. See Table 4 > Step 2
    • no ABSTUDY passengers boarded the charter. The cost of the chartered transport is to be divided by the number of approved travellers who were booked on the charter. See Table 4 > Step 1
  • No, go to Step 3

3

Travel provider charges

Contact CTM to determine if the travel provider has charged for the cost or part costs of the ticket. See the Resources page for the Quickstep Guide Request for the Non-Refundable email template.

In the Notes tab of the booking in the TMA, record action taken to determine if any charges have been applied.

For:

  • tertiary, secondary non-school students and their associated non-student travellers, to code a Rebooking Penalty, see Table 4
  • all other travellers, procedure ends here until travel provider charges are known

Coding penalties

For the ABSTUDY Smart Centre Travel Team only

Table 4

Expand table

Step

Action

1

Penalties

Penalties can be processed for travellers:

  • who have missed pre-booked travel without a valid reason, but do not incur a financial penalty, or
  • where the carrier charges an amount against Services Australia for the missed travel arrangements

If the Booking Status is No Show - Penalty, the following penalty reasons can be applied:

  • No Travel Costs - for secondary students and their non-student travellers who miss travel without an approved reason, but do not incur a financial penalty. For example, the student was booked on a fully flexible fare. This penalty reason is also applied to non-student travellers associated with secondary students, regardless of whether the carrier charges an amount against Services Australia for the missed travel arrangements, as these travellers do not incur financial penalties
  • Rebooking Penalty - for tertiary students, secondary non-school students and their non-student travellers who miss pre-booked travel without a valid reason, but do not incur a financial penalty. For example, the student was booked on fully flexible fare, or where travel provider charges are not yet known
  • Travel Costs - used for any traveller (other than non-student travellers associated with secondary students) where the carrier charges an amount against Services Australia for the missed travel arrangements

Note: only one penalty reason can be entered per Booking ID# on the Penalties tab.

Did the travel provider charge for the cost or part cost of the ticket?

2

Travel provider charged a cost, or part cost

Where the travel provider charged a cost or part cost for the missed travel for approved traveller(s), for:

  • Secondary school students, the same journey can be re-booked. Record the Booking Status as No Show - Penalty, with a Penalty Reason of Travel Costs. Record the Penalty Amount as the lesser of the amount charged to the agency by the travel provider, or $100.00
  • Tertiary students, secondary non-school students and their associated non-student travellers, the same journey cannot be re-booked. Record the Booking Status as No Show - Penalty with a Penalty Reason of Travel Costs. Record the Penalty Amount as the amount charged to the agency by the travel provider. The approved traveller will then need to pay for their own journey and seek reimbursement

Go to Step 4.

3

No travel provider charges

Where the travel provider did not charge for the cost or part cost of the ticket, for:

  • Secondary students and/or their associated non-student travellers, the same journey can be re-booked. Record the Booking Status as No Show - Penalty with a Penalty Reason of No Travel Costs
  • Tertiary students, secondary non-school students and their associated non-student travellers, the same journey cannot be re-booked. Record the Booking Status as No Show - Penalty with a Penalty Reason of Re-booking Penalty. The approved travellers will then need to pay for their own journey and seek reimbursement

For coding instructions, go to Step 4.

4

Coding a Fares Allowance penalty

To code a penalty, access the Travel Management Application (TMA) and select the applicable Booking ID#. Go to the Penalties tab:

  • select Edit
  • select Create Penalty. The penalty details fields will display
  • Date of Receipt (DOR) will default to today's date. Alter the DOR if required
  • select the relevant Penalty Reason:
    • No travel Costs
    • Rebooking Penalty
    • Travel Costs
  • for Travel Costs penalty reason, key the applicable Penalty Amount as follows:
    • Secondary students - carrier rebooking charge up to a maximum of $100
    • Tertiary, secondary non-school and their associated travellers - carrier rebooking charge
  • Missed Travel Date - key the applicable date
  • Issue Letter - Yes/No toggle. This field will only display when the selected Penalty Reason is either:
    • Rebooking Penalty
    • Travel Costs where a Travel Cost penalty of less than $50 is keyed. Note: The Issue Letter toggle will present for all travellers irrespective of their education level. However, this must only be set to Yes to advise tertiary or secondary non-school students and their associated non-student travellers of a rebooking penalty. For all other travellers, this must be set to No
  • ensure the Travel To/From locations on the Bookings tab are capitalised and recorded in the correct format and spelling, as the locations will be utilised in the letter text
  • Comments (this field is limited to 255 characters)
  • select Save. If the Issue Letter toggle is set to Yes, the Rebooking Penalty letter will generate
  • select the Notes tab and document decision

Go to Step 6.

6

Debts processing

Financial penalties must be keyed in the Income Security Integrated System (ISIS). There is no consequential processing from Process Direct and therefore all debts must be raised and processed via the guided procedure.

Raise a manual debt for processing (where applicable) by using the Raise A Debt guided procedure see Raising Fares Allowance (FAA) debts.

Procedure ends here.


No Show Penalty reassessment

For the ABSTUDY Smart Centre Travel Team only

Table 5

Expand table

Step

Action

1

Reassessment of No Show - Penalty

ABSTUDY Smart Centre Travel Service Officers can review a No Show - Penalty if further information is given to support the traveller's reason for failing to undertake travel.

Has information been provided which supports a No Show - No Penalty, where travel was missed due to circumstances beyond the traveller's control?

2

No Show - Penalty Overturned

To change the No Show - Penalty Booking Status, locate and select the applicable Booking ID# within the TMA and go to the Bookings tab:

  • select Edit
  • change the Booking Status to No Show - No Penalty
  • Add detailed notes within the Notes tab of the booking with the following information:
    • Who contacted
    • Reason for the no show
    • Outcome of reassessment
    • ABSTUDY Policy that the penalty is being applied under
    • Parent/Guardian/Education provider contacted? Yes/No. If No, provide reason
  • Select Save

Go to Step 4.

3

No Show - Penalty Upheld

Recording the decision to uphold the No Show - Penalty:

  • Select the applicable No Show - Penalty Booking ID# and on the Notes tab, add detailed notes with the following information:
    • Who contacted
    • Reason for the no show
    • Outcome of reassessment
    • ABSTUDY Policy that the penalty is being applied under
    • Parent/Guardian/Education provider contacted? Yes/No. If No, provide reason
  • Select Save

Procedure ends here.

4

Fares Allowance Penalty

If the request for the non-refundable cost has already been sent to CTM, Service Officers must locate the original email sent in the ABSTUDY Travel National Mailbox and forward the email to CTM requesting they disregard the request as it is no longer required.

Has a financial penalty been raised as a debt on the relevant debtor's record in Customer First? See Payees responsible for ABSTUDY FAA debts