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Fares Allowance (FAA) for Youth Allowance (YA), Austudy and Pensioner Education Supplement (PES) students 010-04060000

This document outlines FAA eligibility for customers receiving YA, Austudy or PES.

Creating Fares Allowance (FAA) Fast Note referral

Item	Action
1	Customer's FAA query cannot be finished at first point of contact Service Officers must use all available resources to help customers. If a customer's query cannot be resolved at the first point of contact, and: the customer is advising of a change of circumstances, for example, a flight change or travel cancellation, go to Item 2 a Service Officer has been allocated a FAA appeal work item during processing, and they are not trained in FAA, go to Item 3
2	Create an FAA CALL or ACT work item Access Fast Note Enter all or part of the template name (Fares Allowance Callback or Fares Allowance ACTDOC) in the Search field. Select Search Select the Fares Allowance Callback or Fares Allowance ACTDOC template Complete the content Leave the DOC open Note: do not use the Callback/ACTDOC guided procedure in Customer First to create callbacks or ACTDOCs for FAA. Procedure ends here.
3	FAA Appeal work items for Service Officers not trained in FAA Where a Service Officer has been allocated a FAA appeal work item and the Service Officer does not have the relevant skills to review the decision: Place the Review of Decision work item on hold for 14 days in Customer First Create a Fares Allowance Appeal Fast Note for referral to a Fares Allowance skilled Service Officer Enter all or part of the template name Fares Allowance Appeal in the Search field. Select Search Complete the content in the template Do not close the open DOC Un-assign the Review of Decision work item in Work Optimiser inbox using the reason Service Support Required (SSR) Note: do not use the Callback/ACTDOC guided procedure in Customer First to create callbacks or ACTDOCs for FAA.