Assessing and coding student and Australian Apprentice claims for Austudy 010-04020000

A claim work item is created for allocation and processing in Process Direct where a customer submits:

• an online claim
• an Assisted Customer Claim (ACC), or
• a Claim for Austudy (SY002) paper claim

Note: where a paper claim is correctly scanned onto a customer's record, the system creates a Social Application (SOA) Shell.

If an SOA Shell claim (created by a scanned paper claim) is allocated to a Student Processing skilled Service Officer, and the claim is for an Australian Apprentice, re-categorise it to Austudy Apprentice claim (ZCLM_ZASA).

For the Re-claim or Transfer for Austudy or Youth Allowance SY089 paper claim forms lodged with a:

• Date of Receipt prior to 1 April 2023, they can be accepted and processed
• Date of Receipt on or after 1 April 2023, make 2 genuine attempts to contact the customer and tell them to submit an Online Claim or an SY002

If contact is unsuccessful:

• in Process Direct, request an SY002 using Request Documents
• in Customer First, send a Students - claim lodgement desktop message, and
• if an SOA Shell was incorrectly created for an SY089, cancel it

If there is a submitted online claim, ACC or SOA Shell claim available to process in Process Direct, go to Step 3.

If an ACTDOC is allocated, requesting a reassessment of entitlement due to a review of decision, go to Step 2.

If the customer is current or assessed and a review of decision has determined the customer is entitled from a different date to the original grant, complete the following.

In Customer First, go to the Benefit Action (BA) screen. Code the following fields when:

customer is current:

• Svc Rsn: AUS
• Action: CAN
• Reason: OTH
• Effect Date:
• Where re-grant is required from an earlier date – key the date paid to + 1
• Where re-grant is required from a later date – key the original grant date
• Notes: key Review of decision

customer is assessed:

• Svc Rsn: AUS
• Action: REJ
• Reason: OTH
• Effect Date: Original grant date
• Notes: Review of decision

Press [Enter]. Go to the Assessment Results (AR) screen, inhibit letters and finalise the activity.

Once the claim is re-granted:

• the system assesses any entitlement automatically, and
• the payment displays as current
• there is no requirement to restore or issue a restoration advice to the customer
• the system auto-issues a Health Care Card (HCC)
• if the system does not restore the payment from the cancellation OTH date for a re-grant from an earlier date, restore manually on the BA screen

Re-index the original claim, then go to Step 3.

Re-index the claim if:

• the customer's previous claim is rejected (REJ), and
• a decision is made to reassess their entitlement, and
• the date of receipt of the claim is less than 12 months in the past

Create a SOA Shell if:

• a review of decision has been made after claim grant/rejection, and
• the decision has been set aside or varied, and
• the date of receipt of the claim is more than 12 months in the past

For Apprentice claims, check that current Commonwealth Registration details are on:

• Process Direct - Apprentice Details (NAPD) screen, or
• Customer First - Apprenticeship Details (NAPD) screen, and
• check the registration/training contract status via the Apprenticeships Data Management System (ADMS). See Obtain the Australian Apprenticeship details from the Department of Employment and Workplace Relations

If there are no current Commonwealth Registration details on the NAPD screen:

• hold the claim, pending third party to provide
• make 1 genuine attempt to contact the customer. Tell the customer:
• the claim is on hold due to no Commonwealth Registration details
• see Calling a customer or returning a customer's call

If an online claim or ACC is not available, create a claim using the SOA Shell application in Process Direct. Go to Step 3.

Complete all pre-assessment checks in Process Direct using the icons on the Transaction Summary (TS) screen. Checks may include selecting:

• to view a claim summary of information provided by the customer
• Circumstances icon for customer and claim information including Identity confirmation and specific documentation for CAO assessment, where applicable
• Benefit History icon for claim dates and benefit history
• Tasks icon to view required tasks and supporting documents. Where an update to the status of a task is required see, Process Direct – Managing Tasks
• Documents icon to view additional documents provided. Additional documents relating to the customer's claim may also be attached to the partner's record
• the Document List (DL) screen, which also shows confirmation of acceptance of the verbal declaration where Assisted Customer Claim (ACC) has been run
• Notes icon to view comments made by a previous Service Officer
• the Activity List (AL) screen to view outstanding activities

An Authorising a person or organisation to enquire or act on your behalf form (SS313) lodged with a new claim, must be processed immediately provided the Service Officer is satisfied of the nominee's identity. This is to ensure the nominee will also receive the outcome of claim letter. See Adding or rejecting a nominee request.

Check the customer's record

Cancellation or rejection of a student payment within 13 weeks may be restorable, see Calculating the start date for Austudy and Youth Allowance (YA) students and Australian Apprentices claims.

To prevent incorrect claim assessment, update the customer's record outside the new claim (where required).

Updates may include correcting the previous benefit status so it displays as CAN (cancel). This prevents incorrect arrears when finalising the claim or end dating student/apprenticeship details.

Where the customer was a full-time student/Apprentice before claiming or current education/apprenticeship details display on the record, where appropriate:

• end date details for student payment, or
• end date details for Apprenticeship payment

For customers with a benefit status of AOE/CUR see, Assuree makes a claim for an Assurance of Support (AoS) recoverable payment.

For new claims where there is a benefit status of cancel next payment (CNP), or there are outstanding employment reports, the payment must be manually cancelled on the Benefit Action (BA) screen in Process Direct or Customer First.

Complete the following:

• obtain the Date paid to + 1 (DPT+1) from the Payment Summary (PS) screen:
• Number of months in the past: 9999
• Select: Execute/Enter
• cancel the payment from the Benefit Action (BA) screen (this does not apply to parenting transfers), see Coding a cancellation.
• Svc Rsn: payment type
• Action: CAN
• Reason: OTH
• Date of Event: DPT+1. If there is no DPT+1, the date of effect for CAN, is the claim grant date
• Inhibit the letter on the Actions (ASC) screen before finalising the activity
• Record cancellation details. Use Fast Note, Select Auto Text > Generic > SUS/CAN/RES > Suspend Cancel Reason

After completing any updates, select > Regenerate claim.

Where a claim submitted less than 15 days ago cannot be processed due to outstanding correspondence, hold the claim until day 15. This includes where an additional 'Required Task' has been requested.

Note: if a customer intentionally provides incorrect information (for example, completely unrelated documents or images) to submit a Circumstance Change Monitor (CCM) aligned claim, Service Officers can make a determination regardless of the age of the claim. If this is a rejection of the claim, use the most appropriate rejection reason.

Does the claim now require assessment?

• Yes, go to Step 5
• No, go to Step 4

Care must be taken when changing the claim status to Not Required as this cannot be changed.

Examples of appropriate use include, but are not limited to:

• If an SOA Shell claim has been created, then investigation shows:
• It is not needed because another action can be taken on the record (such as restoration), or
• there is an existing claim available (where the Date of Receipt is within 12 months of the system date)
• A claim does not require assessment. For example:
• the customer has a rejected student claim, and
• the customer lodges a new claim for the same payment within 13 weeks, and
• it is determined that the previous claim should be reassessed. For more information see Calculating the start day for Austudy and Youth Allowance (YA) students and Australian Apprentices claims

After considering all other actions on the record, if applicable, manually change the status of the claim to Not Required.

In Process Direct:

• Open the claim
• Go to the Status icon
• Select:
• Edit and change the status from In Process to Not Required
• Save
• In the Notes section, record the reason the claim has been marked Not Required

Where a claim has had a Not Required status incorrectly applied, another claim must be manually created using the SOA Shell application in Process Direct.

Procedure ends here.

When a customer claims for Austudy online as a full-time student or apprentice, the relationship details will be provided as part of the new claim. The online claim responses will automatically determine which relationship documents are required. For more information see:

• Change in relationship status from partnered to single
• Change in relationship status from single to partnered
• Confirming the need for a Member of a Couple (MoC) assessment

All Relationships details must be reviewed/updated before starting to process a claim. On the TS screen:

• View/update Marital Status (MS) table
• View/update Child Details via Link Summary (LS) table

Only update Relationship details if the tables contain different information to what is provided in the claim. Only delete or edit Relationship data if recorded in error. If the relationship data is no longer applicable (for example, the customer has become married), a new line must be added.

If an update is required, the relationship details must be completed before selecting Process.

For coding information, see Process Direct navigation, common screens and functions.

If the relationship information has been coded incorrectly, regenerate the claim by selecting > Regenerate Claim. This reverts the claim back to its original state and all information manually coded is lost.

Identify the most appropriate payment before assessing a claim for Austudy.

Is Austudy the most appropriate payment?

• Yes, go to Step 8
• No, and the most appropriate payment is:
• Youth Allowance, go to Step 7
• Another income support payment, See Table 3

If the customer does not meet the Austudy payment age and has lodged a claim for Austudy, use > Change Benefit. to allow the benefit type to be changed and the claim assessed as a Youth Allowance student claim. See Assessing and coding student and Australian Apprentice claims for Youth Allowance (YA).

Procedure ends here.

When assessing qualification for Austudy, check if the customer:

• is of Austudy payment age, and
• satisfies the residence requirements

If the customer is:

• a student, they must satisfy the Activity Test for Austudy
• undertaking a full-time Australian Apprenticeship and have current Commonwealth Registration details, obtain the Australian Apprenticeship details from the Department of Employment and Workplace Relations:
• If the customer has indicated they are an Apprentice or Trainee, but the Australian Apprenticeship details are not yet current, record the following details in the Claim Progress DOC:
  ADMS Data checks are currently in progress. Customer is not eligible for YAL/AUS – APT until a current full-time Commonwealth Registration ID number and training contract is confirmed with Department of Employment and Workplace Relations. Note: the customer is not required to provide this information. Services Australia has no involvement in the Apprentice Registration. If the customer disagrees with their status with Department of Employment and Workplace Relations, they should follow up with their employer and the Australian Apprenticeships
• Place the claim on hold for 14 days to be checked again
• If the Apprentice details are not current at the time of re-allocation of the claim, annotate the Claim Progress DOC and re-hold the claim activity
• If the status of the Apprentice’s training contract is still in draft at 13 weeks from date of claim submission, claim is to be rejected Not an Apprentice (NAT)

Does the customer meet all eligibility criteria for Austudy or they will within 13 weeks of the date of lodgement?

• Yes, go to Step 9
• No, reject the claim using the correct code. No referral is required. See Table 3, Step 1

The customer:

• must meet the payability provisions for Austudy, or
• will meet the payability provisions for Austudy within 13 weeks of the date of claim

Base the decision on each of the following:

• Personal/Partner Income Test
• Portability provisions
• Compensation preclusion
• Assets Test - Allowance (Independent). If a property valuation is required, see Valuation of real estate and other assets

When a customer declares income in the claim that is above the cut-off and advises this is not their usual wage, for:

• Student claims, assess the claim as the customer meets payability provisions for the personal/partner income test
• Apprentice claims, attempt to contact the customer to obtain their base salary/wage. If contact is unsuccessful, where the customer meets all other payability and qualification provisions, request payslips

Is the customer payable now, or they will be within 13 weeks of the date of claim?

• Yes, go to Step 10
• No, no referrals are required. Code the claim to ensure correct rejection reason applied. Go to Step 14

Use the on the TS screen to:

• request additional documents
• regenerate or re-index a new claim
• change benefit type, and
• complete internal referrals

Note: before creating an internal referral, Service Officers must ensure all documents needed to enable a specialist assessment are provided. For example, a MOD PT must be accompanied by relevant supporting documents before a Complex Assessment Officer (CAO) referral is created.

Are further actions required?

• Yes:
• to request additional documents, go to Step 11
• for internal referrals, go to Step 12
• to regenerate or re-index a new claim, go to Step 13
• No, go to Step 14

When assessing a claim, only request documents required to grant or reject the claim:

• Code any evidence the customer has provided with their claim
• Do not:
• request evidence where the 'reduced evidence' provisions advise it is not required
• place Student claims on hold to request documents where this information is not essential to make a decision to either grant or reject the claim

Before requesting additional documents, carefully check the record. Documents that were requested at Next Steps in the claim, should not be requested again.

Is further essential information required?

• Yes:
• request the information
• annotate the claim progress DOC with the details of what is required to finalise the claim
• once the requested documents are returned, continue to assess the claim
• if the documents are not provided within 15 days of the date the request was made, the claim auto-rejects with the reason FSD- Failed to Supply Documents or is allocated to a Service Officer for processing
• No:
• do not place the claim on hold
• continue to assess and finalise the claim, and
• request the documents after completing the claim

Select > Referral.

Action the required referral to:

• Complex Assessment Officer (CAO)
• Course Assessment Liaison Officer (CALO)
• Member of a Couple (MoC)
• International Services (CIS)
• Social Worker (SWO)
• Compensation Referral request

If a referral is completed, the claim is placed on auto-hold. The On hold reason field auto-populates with the appropriate referral reason.

If the claim requires regeneration or re-indexing, select the appropriate selection from .

Regenerate claim option displays when the claim has a status of In Process or On Hold.

Re-index claim option only displays when the original claim has a status of Completed.

On the TS screen, check the Circumstance Data for the customer's Identity Status.

If the Identity Status is:

• Confirmed, go to Step 15
• Not Confirmed, check for any proof of identity documents supplied with the claim:
• Select the Not Confirmed link to open a Customer Summary window
• Select Identity Confirmation > Identity Confirmation Dashboard from the Task Selector
• Code the identity documents or consider applying alternative identity. See Identity Confirmation
• Close the Customer Summary window to return to the claim
• Go to Step 15

Is the customer currently receiving a Services Australia administered income support payment or ABSTUDY Living Allowance?

• Yes, and the customer is claiming as:
• a student, see Assessing and coding a transfer to Austudy or YA student claim from another payment
• an apprentice, see Existing customer starts an Australian Apprenticeship
• No, see Table 2

Austudy claims for students and Australian Apprentices are assessed and coded in Process Direct. Selecting Process maps all data from the claim into the appropriate screens. Check/determine/code the following where applicable:

• Calculate the Austudy start date
• Check and code modules completed by the customer, see Common modules and forms
• Check and code Address and Accommodation details
• For student claims, see Coding new study details. If processing the claim after the Student End Date (SED), contact the customer to determine if they will continue to study. If the customer is:
• continuing study, code additional study details
• not continuing to study, make sure payment ends after the SED
• For Australian Apprenticeship claims, check and code the Newstart Education Status (NES) screen:
• In the Start Date: field, code the later of the start date of full time Australian Apprenticeship or Deemed Date of Claim (DDOC)
• In the Student Status: field, code APT (Apprenticeship/Traineeship)

Select the relevant Task Selectors from the Errors (SWE) screen to help code the claim:

• CDTS - Customer Details Task Selector
• EDU - Education Details Task Selector
• NTS - NSS Task Selector
• RETS - Residency Task Selector

Note: where provisional data has uploaded from the online claim, the relevant Task Selectors will display .

See Student Start-up Loan (SSL) when a customer advises in their claim they want to apply for an SSL.

Check if the customer has employment income. For coding instructions, see Reporting requirements for students and Australian Apprentices. This information may be:

• declared in the claim, or
• available in supporting documents

Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. This includes the employer name and ABN. Staff can recognise a STP employer has been presented if the question “Do you work for (employer)” is displayed in the claim slider. Further details can be seen on the STP Employer Update (EMCF) screen.

If a customer has previously confirmed an employer and advises they do not work for the employer anymore, the employer will still remain as confirmed on EMCF. This employer should be recorded by the customer in previous employer details for employers ceased within the last 12 months within the claim.

A customer will automatically be placed on reporting if STP data is presented to the customer within the claim, regardless of the employer status on EMCF.

For customers that state they or their partner have been paid employment income in the first entitlement period, that is, their 'usual or regular wage' and this will preclude them from payment, the following applies:

• If the claim has an immediate start date, code the EAPP screen using LOP or IOP as the frequency. This will reject the claim due to income
• If the claim is an early claim with a future start date, or there is a waiting period delaying the payment start date:
• the claim cannot be rejected due to income
• do not code EAPP
• process the claim as normal, the customer’s entitlement is assessed when payment starts

For Australian Apprentice claims rejecting income only, Hours for One Period (HOP) entry is not needed.

Generally, there is no need for RPRD coding when employment income is declared in a student claim. This means there is no provisional coding on the RPRD screen while staff process the claim. When the claim is taken to assess, the system will determine the customer's reporting requirements.

In some circumstances, such as for paper claims, manual coding is needed on the RPRD. Service Officers:

• must use the manual override option
• can also use the manual override option to turn off reporting requirements

If the system does not apply the correct automatic profiling, manually place the customer onto or off reporting within the claim on the RPRD screen:

• Select Sys - System Override (manual - SSG staff only) in the Reason for Requirement field
• All other coding for fields stays the same
• Delete any other provisional RPRD lines

For Apprentices, Service Officers must make sure:

• the 'Apprentice Employer' option is marked as 'Y' within the new claim
• the customer's income from their Apprenticeship is recorded correctly:
• Update Employment Income Paid Details (EAPP) screen/Employment Income (EANS) screen with the employers details available via the Apprenticeships Data Management System (ADMS)
• Record 'Zero Income' with a Date of Event at least 14 days before the customer's first EPED

Does the online claim show the customer and/or their partner:

• has ceased work, and
• expect to be paid final employment income after the date of claim?
• Yes, go to Step 4
• No, go to Step 5

If the customer and/or their partner will be paid final employment income in the first entitlement period, code the details within the claim. The claim may reject if the employment income is over the threshold.

If information from the customer or in the claim shows their and/or their partner's paid employment income will preclude payment for the first entitlement period:

• code the employment income within the new claim via the Employment Income Summary/Employment Income Paid Details (EANS/EAPP) screens
• assess the claim
• if the claim rejects (Income too High (INC)) or Partner Excess Income precludes customer payment (INE)):
• go to the Entitlement Delivery (RAD) screen to establish the entitlement period end date, then
• go to the Start Date Calculator (NDC) screen. Update the Manual Start Date: with the date the customer becomes payable. This is usually the entitlement period start date following the entitlement period preclusion
• if the customer is not qualified within 13 weeks of claim lodgement, reject the claim
• see Recording and correcting employment income details

Where a claim is granted and there is remaining employment income still to be recorded (in a later entitlement period) for the customer and/or partner:

• place the customer onto fortnightly reporting
• the customer can report the employment income via self-service
• online
• the Express Plus Centrelink App, or
• phone self-service

Assess waiting periods based on information provided by the customer. See:

• Income Maintenance Period (IMP)
• Liquid Asset Waiting Period (LAWP)
• Seasonal Work Preclusion Period (SWPP)
• Newly Arrived Resident's Waiting Period (NARWP) and Qualifying Residence Period
• Residence assessment for customers claiming Austudy
• Compensation Preclusion Period

For assessment of waiting periods, see Waiting periods for income support payments.

Before granting Austudy, customers must supply a valid Tax File Number (TFN). A TFN exemption may apply in limited circumstances.

Has the customer provided a valid TFN?

• Yes, see Table 3, Step 1
• No, see Requesting a Tax File Number (TFN)

If the customer has requested to start or cease a tax deduction in their claim, provisional data will show on the Tax Instruction (PITX) screen.

For coding instructions see Managing Australian Taxation Office (ATO) tax deductions.

Do not assess claims as an early claim, if the customer:

• is granted a NAWRP exemption, and
• lodges an early claim with a future study start date within 13 weeks of study period dates published on the:
• National Course Approvals sub-site, or
• education provider’s website

To ensure the customer is assessed at the correct student start date, create a SOA shell transaction for:

• Youth Allowance (YA) (students and apprentices) claims, and
• Austudy (students and apprentices) claims

Before creating a SOA shell:

• cancel the student new claim activity
• locate the SOA shell on the Home Page in Process Direct
• select the SOA shell application tile
• key the payment type, Customer Reference Number (CRN) and date of receipt
• complete all the necessary coding within the claim

Go to Table 3.

If the claim is to be:

• Granted, go to Step 2
• Rejected, go to Table 4

Select Assess.

Check the results on the ELD screen.

Take note of any arrears being paid, especially any amount paid for a period that the person received a previous income support payment. Decide if an arrears amount needs to be reduced to avoid duplicate payments for the same period. Manually zero or reduce any arrears the customer is not entitled to. See Payment of arrears after reassessment and stopping a payment.

Is the outcome correct?

• Yes, select Finish
• No, correct any screens causing an incorrect outcome before selecting Finish

The Claim Finalisation DOC displays. Edit or add any extra details required.

Select Finalise to complete the claim. A confirmation dialog box appears. Select OK.

Where a checklist of scans displays, mark each as complete using the tick boxes to close them.

Where the customer's Student End Date (SED) has passed, the ELD screen displays with a zero rate from the SED + 1 on the Rate Component Override (RCO) screen. Once the claim is finalised, a further transaction will auto-cancel the customer's student payment as Not a Student (NST) from SED + 1 and deletes the RCO coding.

If the claim has not auto-generated a DOC (that is, an abridged claim or if the claim is granted and cancelled in the same activity), create a DOC.

If the customer has advised:

• they have a dependent child under 19 years of age in their care, and
• they or their partner are not in receipt of Family Tax Benefit (that is, FTB/CUR or FTB/CZR)
• see Eligibility for Family Tax Benefit (FTB) for individuals
• Issue a Q888 letter inviting the customer to check their eligibility for family assistance. See the Resources page for standard text to be included

If the claim is to be:

• Rejected FSD - Failed to supply documents, go to Step 2
• Rejected because of one of the following rejection reasons, go to Step 3
• COP - Another payment is more appropriate
• NST - Not a full-time student. If the student claim will be rejected NST and there is an indication that the customer has commenced an Australian Apprenticeship, go to Step 4
• UMD - Studying unapproved MST or DOC
• NAT - Not an apprentice. If the student claim will be rejected NAT and there is an indication that the customer has commenced full-time study, go to Step 4
• NAC - Not an approved course
• Rejected because of DVA Income Support Payment for one of the following rejection reasons, refer the claim to the DVA Clearance Team for review:
• Service Pension/ Income Support Supplement (DVA)
• DSS Age Pension paid by DVA (AGC)
• Rejected AOS - see Assuree makes a claim for an Assurance of Support (AoS) recoverable payment
• Rejected ATR – Allowable Time Reached, see, Assessing satisfactory progress for tertiary students for Austudy
• Rejected for any other reason, go to Step 5

Do not reject claims FSD for failure to provide bank/investment balances.

When the customer has not supplied the required documents, for:

• Tax File Number (TFN), code the claim and the system will REJ TFN
• Proof of Identity (POI) document/s, code the claim and the system will REJ POI
• Apprentice claims, if all of the following apply, streamline reject REJ FSD:
• the customer has not provided one or more of the above documents and
• there are no current registration details on the NAPD screen

Can the claim be streamline rejected?

• Yes, go to Step 3
• No, go to Step 5

If the claim is to be streamline rejected, the claim does not need coding before rejection. Streamline reject the claim:

• From the TS screen, select Process
• Go to the Benefit Action (BA) screen or from the Customer Data Task Selector (CDTS) on the Errors (SWE) screen
• Select Add to create a new entry and update:
• Benefit Type Code field, select the appropriate benefit type
• Benefit Action field, REJ-rejection
• select the Streamline Rejection Indicator
• Reason field, select the appropriate reason
• Date of Effect field, defaults to the claim submission date
• Select Save. A new provisional line displays on the BA screen
• Go to the SWE screen
• Message Log displays any errors with existing coding. Errors must be fixed before assessing the claim. For help, see Using Digital Assistant Roxy in Process Direct
• Select Assess to go to the Entitlement (ELD) screen
• Check the outcome is correct on the ELD screen, and select Finish
• Record the details in the finalisation DOC
  If the rejection reason is Failed to Supply Documents (FSD), list all outstanding mandatory documents in the finalisation DOC
• Select Finalise

If the Service Officer has incorrectly updated the Streamline Rejection indicator before finalising the claim, the claim must be regenerated to remove the indicator.

If the claim has not auto generated a DOC (that is, an abridged claim or where the claim is both granted and cancelled in the same activity), create a DOC. See Online Document Recording (ODR).

Procedure ends here.

If a customer has lodged a claim for:

• a student payment and they did not commence study due to becoming an Australian Apprentice, the student claim may be used to assess the customer as an Austudy Apprentice/Trainee
• an apprentice payment and they did not commence an Australian Apprenticeship due to study, the apprentice claim may be used to assess the customer as a Student

If the customer will be eligible for Austudy as:

An Australian Apprentice:

• Create an Open work item using Fast Note - Auto text > select Students, ABSTUDY and Apprentices > Update > Assess REJ claim as APT
• Select confirm
• Add the following text:
• Commonwealth Registration Number (if available)
• Date Apprenticeship commenced
• Date of commencement of full-time employment
• Name (and ABN if available) of the employer
• Details of fortnightly earnings
• Send the work item to NCA

A full-time student:

• if more study details are required make 1 genuine attempt to contact. If unsuccessful, request a Study Details form (MOD ST)
• Re-assess the claim

Procedure ends here.

Where the claim is not finalised as a streamline rejection, the rejection should automatically occur once the information is coded. Make all necessary updates required within the claim.

Claims should reject automatically where the customer:

• is a Non-Protected SCV Holder (NSV)
• has Australian residency of less than 104 weeks (NW2).
• has a NARWP assessment not met (NWA) and the NARWP end date is more than 13 weeks after the deemed date of claim

Student claims

Where the:

• NARWP ends after the student end date and
• the system displays the error E688NS - Course End Date Cannot be prior to Participation Status Event Date see Calculating the start day for Austudy and Youth Allowance (YA) students and Australian Apprentices claims

Apprentice Claims

When there are no registration details on NAPD and an automatic rejection did not occur, the claim must be referred to a Service Support Officer (SSO). Apply the following:

• Send a Direct referral to SSO (see Tier 0 technical support – self-sufficiency – Process page > Centrelink Tab > Table 1 > Step 5) to request approval to apply a manual rejection for reason NRQ - Not residentially Qualified
• When approval is received, reject the claim. The SSO approval must be included on the DOC

All other reasons

Is the claim automatically rejecting on ELD?

• No, go to Step 6
• Yes:
• Check the outcome on ELD is correct, then select Finish
• Record details in the finalisation DOC
• For FSD rejections, all the mandatory documents outstanding must be listed on the finalisation DOC
• Select: Finalise
• When the DOC is not automatically generated by the system, it must be manually created. See Online Document Recording (ODR)

Procedure ends here.

When manually rejecting a claim, make all necessary updates required within the claim. If the updated claim does not auto-reject, it must be manually rejected:

• Go to the BA screen or from the CDTS on the SWE screen
• Select Add to create a new entry and update:
• Benefit Type Code field: select the appropriate benefit type
• Benefit Action field: REJ-rejection
• Rejection Reason Code: select the rejection reason code, do not select the Streamline Rejection indicator
• Reason field: select the appropriate reason
• Date of Effect field: defaults to the claim submission date
• Select Save. A new provisional line displays on the BA screen
• Go to the SWE screen
• Message Log displays any errors with existing coding. Fix all errors before assessing the claim. For help, see Using Digital Assistant Roxy in Process Direct
• Select Assess to go to the ELD screen
• Check the outcome is correct on the ELD screen, then select Finish
• Record details in the finalisation DOC
• Note: if the rejection reason is Failed to Supply Documents (FSD), list all outstanding mandatory documents in the finalisation DOC
• Select Finalise
• If the claim has not auto generated a DOC (that is, an abridged claim or where the claim is both granted and cancelled in the same activity), create a DOC. See Online Document Recording (ODR)

Procedure ends here.