Student Start-up Loan (SSL) Study requirements 010-07030090

Complete SSL updates in Customer First on the:

• Student Start-up Loan Summary (!SSLS) screen, or
• Student Start-up Loan ATO Summary (!SSLATO) screen

The Student Start-Up Loan Summary (SLSS) and Student Start-up ATO Details (SSLATO) screens in Process Direct are not fully operational.

Do not use the SSLS or SSLATO screens in Process Direct to complete Student Start-up Loan (SSL) updates.

If a customer receiving Youth Allowance, Austudy or ABSTUDY Living Allowance has changed their study details, update change of study on the Education Course History (EDCH) screen:

• Youth Allowance or Austudy customers, see Changing or correcting course of study for Youth Allowance, Austudy and Pensioner Education Supplement students, or
• ABSTUDY customers, see Changing or correcting course of study and/or educational institution for ABSTUDY students

If the customer:

• is still undertaking full-time study (or an approved concessional workload) in an approved scholarship course, go to Step 3
• is no longer undertaking full-time study (or an approved concessional workload) in an approved scholarship course, go to Step 7
• completed their approved scholarship course in the loan period, go to Step 11

Note: completing the course means the customer has completed all the requirements to be awarded their qualification, for example a Bachelor Degree.

If a customer changes from one approved scholarship course to another, any unpaid or future SSL payments they applied for relating to the first course will be cancelled. If the customer wishes to receive SSL for their new course, they need to reapply. They can apply using the Apply for/Manage Student Start-up Loan online service, or by phone if they are unable to use self-service. See Student Start-up Loan.

If the customer has applied for SSL for their new course, the system will automatically assess their eligibility for SSL on the relevant day(s).

Note: the customer's Qualification Test Day (QTD) for each loan period displays on the !SSLS screen in Customer First.

If the customer ceases study in their approved scholarship course within 35 days of their QTD, and:

• commences another approved scholarship course, and the start date is within 35 days of the original QTD, the customer has met study requirements, procedure ends here
• commences another approved scholarship course more than 35 days after the original QTD, and the new course start date is in the same Loan Period, go to Step 4
• commences another approved scholarship course  more than 35 days after the original QTD, and the new course start date is in the next Loan Period, go to Step 5

The system will reassess the customer's SSL entitlement and the QTD will move to the first qualifying day after the new course start date if:

• the customer ceases study in an approved scholarship course, and
• commences study in another approved scholarship course more than 35 days after their QTD, and
• the start date for the new course is in the same loan period

There may be situations where the customer does not have any qualifying days after the new course start date. This may be due to:

• earnings causing a zero rate of payment (CZR), or
• suspension (SUS) or cancelation (CAN)

If the customer does not have any qualifying days after the new course start date, determine if the customer is a continuing student for SSL purposes.

Is the customer a continuing student for SSL purposes?

• Yes, the customer has met study requirements. If the customer:
• has an SSL debt, go to Step 6
• does not have an SSL debt, procedure ends here.
• No, the customer has not met study requirements, go to Step 14

The customer will only meet study requirements if they are a continuing student for SSL purposes. See the Resources page for the Study requirements scenarios table for examples.

Is the customer a continuing student for SSL purposes?

• Yes, the customer has met study requirements. If the customer:
• has an SSL debt, go to Step 6
• does not have an SSL debt, procedure ends here.
• No, the customer has not met study requirements, go to Step 14

Where a customer has a change in circumstances, the system may not assess the SSL study requirements due to a system limitation. This may cause incorrect SSL debts.

The customer has met SSL study requirements where they have a SSL debt for a loan period and they:

• ceased study in their approved scholarship course less than 35 days after their QTD
• did not re-commence in another approved scholarship course until more than 35 days after their QTD, and
• are a continuing student for SSL purposes

Go to Step 13.

• If the customer:
• did not commence or resume their approved scholarship course, go to Step 8
• ceased study without completing their course, go to Step 9
• is not undertaking a full-time workload (or an approved concessional workload), go to Step 9
• is not undertaking an approved scholarship course, go to Step 9

Note: completing the course means the person has completed all the requirements to be awarded their course/qualification, for example a Bachelor Degree.

The customer does not qualify for the SSL they received for the relevant loan period, as they did not meet eligibility requirements on their QTD, if they

• were paid an SSL in a study period where they advised they were commencing or resuming study in their course, and they:
• did not commence study, or
• commenced study in a course that is not an approved scholarship course, or
• commenced study in an approved scholarship course at a part-time study load (not an approved concessional study load)

A Social Security/ABSTUDY debt for the SSL will be raised.

Has the customer re-commenced full time study in an approved scholarship course later in the loan period?

• Yes, go to Step 15
• No, or the end of the loan period is not yet reached, procedure ends here.

In Customer First, check the !SSLS screen to determine the customer's QTD in the relevant loan period(s).

If the customer:

• ceased study, or
• reduced their study load to part-time and no study load concession is applied, or
• changed to a course that is not an approved scholarship course, and
• the change occurred:
• before or on their QTD for the relevant loan period, go to Step 10
• after their QTD for the relevant loan period, go to Step 12

The customer does not qualify for the SSL they received, as they did not meet eligibility requirements on their QTD within the loan period. See Student Start-up Loan (SSL) for more information.

A Social Security/ABSTUDY debt for the SSL will raise.

Has the customer re-commenced full time study in an approved scholarship course later in the loan period?

• Yes, go to Step 15
• No, or if the end of the loan period is not yet reached, procedure ends here.

If the customer completed their course in the loan period, the action taken will depend on their QTD type.

Go to Step 12.

The customer's QTD date and QTD type can be viewed on the !SSLS screen. These fields cannot be manually changed.

Customer completes their approved scholarship course within 35 Days of their QTD and QTD type is A

Customers provide their expected course end date as part of their claim for student income support. This means the course end date coded on the Education Course Details (EDC) screen is often an estimated date. Staff must find out the actual course end date in the loan period before applying this step.

The SSL study requirement does not apply for a loan period where:

• the QTD type for the loan period is A, and
• the customer completes their approved scholarship course during the 35 days after their QTD date for the relevant loan period, and
• the customer is enrolled on the day the course ends

If the QTD type is A and the customer:

• is enrolled on the day their approved scholarship course ends, the customer has met the study requirements. Ensure the Inst Course End Date and Student End Date are recorded as the same date on the EDCH screen. If the customer:
• has an SSL debt, go to Step 13
• does not have an SSL debt, procedure ends here
• is not enrolled on the day their approved scholarship course ends, the customer has not met study requirements. Go to Step 14

Customer has ceased full time (or approved concessional) study without completing their approved scholarship course and QTD type for the loan period is A or C

To meet the SSL study requirement for the loan period, the customer must be enrolled in an approved scholarship course at the end of 35 days after the later of:

• the person's QTD in the loan period, and
• the person's course start date in the loan period if the customer commenced the course in that particular loan period

If the customer:

• did not meet the SSL study requirement for the loan period on the EDCH screen check:
• the INST Course End Date is recorded as the expected end date for the course, and
• the Student End Date is recorded as the date the customer last studied
• see Coding New Study Details and Coding ABSTUDY education details for more information
• Go to Step 14
• met the SSL study requirement for the loan period and:
• has an SSL debt, go to Step 13
• does not have an SSL debt, procedure ends here

QTD type for the loan period is B

The SSL study requirement does not apply for a loan period where the customer's QTD type is B. That is the customer must be enrolled and studying on the last day of the course, there is no further requirement to study after this date.

If the customer met the study requirement and:

• there is an outstanding SSL debt for that loan period, go to Step 13
• there is no debt, procedure ends here

Check the Education Course History (EDCH) screen is correct if the customer:

• has met study requirements, and
• has an SSL debt

See Coding new study details and Coding ABSTUDY education details.

If the EDCH coding is correct and the SSL debt is still outstanding, contact Local Peer Support (LPS).

If unable to resolve after further investigation escalate through existing support systems:

• Local Peer Support (LPS)
• Service Support Officers (SSO)

If SSO staff are unable to resolve after further investigation refer the record to the Level 2 Policy help desk. Including the following:

• Where the customer is a continuing student for SSL purposes:
• The customer has changed from one approved scholarship course to another
• The new course commenced more than 35 days after their QTD for Loan Period */20** (relevant loan period, for example loan period 1 2020 = 1/2020)
• They are considered a continuing student for the purposes of SSL
• SSL debt has raised incorrectly, and
• EDCH coding is correct
• Where the customer has completed their course, or ceased full time study in an approved scholarship course:
• The customer has completed their course/ceased full time study in an approved scholarship course (delete whichever is not applicable)
• SSL for loan period */20** (relevant loan period, for example loan period 1 2020 = 1/2020) has raised as a debt
• QTD & QTT:
• Customer has met study requirements
• EDCH coding is correct

Record details of the referral on a DOC, see Online Document Recording.

Procedure ends here.

Confirm whether the customer failed to meet the SSL study requirement for the loan period because of exceptional circumstances beyond their control.

Exceptional circumstances do not apply if:

• the customer did not meet the SSL study requirements for a loan period, and
• this was not due to exceptional circumstances beyond the customer's control

In these cases:

• the SSL payment for the loan period will be raised as a Social Security/ABSTUDY debt, and
• the SSL debt will be recovered by Services Australia, and
• the SSL payment will not need to be repaid through the taxation system

Exceptional circumstances apply if:

• the customer did not meet the SSL study requirements for a loan period, and
• this was due to exceptional circumstances beyond the customer's control

In these cases:

• the SSL payment for the Loan Period will not be raised as a Social Security/ABSTUDY debt
• the SSL payment is 'Maintained' by Services Australia, and
• the SSL payment will not need to be repaid through the taxation system

Note: if exceptional circumstances apply, evidence must be supplied.

• If exceptional circumstances apply, go to Step 1 in Table 2
• If exceptional circumstances do not apply, the customer will have an SSL debt. If the customer:
• recommences study in an approved scholarship course later in the loan period, go to Step 15
• does not recommence study in an approved scholarship course in that loan period or the end of the loan period is not yet reached, Procedure ends here

The system will attach the previous SSL acceptance to the new course

• If a customer has an SSL debt raised for a loan period, and later in that loan period they:
• recommence full time study in an approved scholarship course, and
• are qualified and payable for YA, AUS or ABSTUDY Living Allowance

As there is now qualifying study recorded within the loan period, the system will re-check for SSL entitlement.

Can entitlement be re-established?

Yes, and the SSL debt:

• has offset, no further action is required. Procedure ends here
• has not offset, check the !SSLS screen for the new course. If the decision for loan period is:
• Unknown, update by:
  selecting the loan period
  selecting Update loan period, and
  re-coding the acceptance with the exact details previously coded
  If the debt has still not offset, escalation is required. Go to step 16
• Accepted, escalation is required. Go to step 16

No, SSL debt is correct. Record details in a DOC. No further action required

Escalate through existing support systems:

• Local Peer Support (LPS)
• Service Support Officers (SSO)

If SSO staff are unable to resolve after further investigation, refer the record to Level 2 Policy Helpdesk. Include:

• The customer has an SSL debt for loan Period */20** (relevant loan period for example loan period 1 2020 = 1/2020)
• The customer has re-commenced study later in the above loan period and has regained entitlement to SSL
• The SSL debt has not offset
• EDCH is coded correctly

Record a DOC with details of the referral to Level 2 Policy Helpdesk and reason SSL Entitlement can be re-established.

Maintaining the SSL is only possible if:

• the customer lost qualification to SSL due to not meeting the study requirements for the relevant loan period, and
• study requirements were not met due to exceptional circumstances beyond the control of the customer

Maintaining the SSL is not possible if the customer lost qualification for another reason, including:

• the customer ceased to qualify for their Income Support Payment (ISP) prior to their QTD, or
• the customer was not enrolled in an approved scholarship course on their QTD (for example, they ceased full time study prior to their QTD)

If exceptional circumstances apply to the customer, use discretion to decide what may be considered circumstances beyond the customer's control.

Did the customer lose qualification to SSL for not meeting study requirements due to exceptional circumstances beyond their control?

• Yes, go to Step 2
• No, the SSL will be raised as a debt. Procedure ends here

The customer must provide a signed, written statement and supporting evidence that their study requirements were not met due to the exceptional circumstances.

Examples of supporting evidence include:

• medical reports
• statements from other people
• letter from the education institution

See the Resources page for examples.

Does the evidence provided confirm the customer experienced exceptional circumstances beyond their control?

• Yes, the SSL can be Maintained, go to Step 3
• No, the SSL will be raised as a debt. Procedure ends here

Does the Loan Period Maintained/Overturned field on the !SSLATO screen contain 'Loan period can be maintained' for the relevant loan period?

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

Due to system limitations 'Loan Period can be maintained' may not present on !SSLATO.

Escalate through existing support systems, Local Peer Support (LPS) or Service Support Officers (SSO), where:

• it has been determined the customer has failed to meet study requirements due to exceptional circumstances, and
• the 'Loan period can be maintained' is not presented for the relevant loan period

If the SSO confirms that requirements are met for the SSL to be Maintained, escalate to Level 2 Policy Help Desk.

Go to Step 13.

Only maintain an SSL if it is with Services Australia, that is, if it is not with the ATO.

If a SSL needs to be maintained, check the !SSLATO screen in Customer First to determine if the SSL is with the ATO:

Select the relevant loan period from the Student Start-up Loan ATO Summary table

If the SSL is with Services Australia (that is, not with the ATO), the most recent entry on the Transactions Details table will be:

• Transaction Type: blank
• Transaction Status: Transaction not sent
• Status Reason: Pending transfer

or

• Transaction Type: Retrieve Payment
• Transaction Status: Transaction received
• Status Reason: Payment received

or

• Transaction Type: Transfer Payment
• Transaction Status: Not required
• Status Reason: Debt raised

If the SSL is with the ATO, the most recent entry on the Transactions Details table will read:

• Transaction Type: Transfer Payment
• Transaction Status: Transaction sent
• Status Reason: Payment sent successfully

Note: the most recent entry on the Transaction Details table is the top entry in the list (directly under the heading).

Is the SSL with the ATO?

• Yes, go to Step 6
• No, SSL is with Services Australia, go to Step 7

Do not action the maintain, escalate the record to the Level 2 Policy Help Desk:

• DOC the customers record, include:
• How the customer meets the criteria for the SSL to be maintained
• SSL unable to be maintained as still with the ATO
• Loan Period: */20** (relevant loan period, for example loan period 1 2020 = 1/2020)
• The record has been referred to Level 2 Policy Help Desk for manual action
• Refer to the Level 2 Policy Help Desk. Include:
• SSL maintain issue PM27670
• 'Maintain cannot be completed for this customer as the SSL is still with the ATO'
• CRN
• Loan Period: */20** (relevant loan period. For example loan period 1 2020 = 1/2020)
• Procedure ends here

Update the !SSLATO screen:

• Select the relevant loan period, from the Student Start-Up Loan ATO Summary table
• Select Yes from the Current Maintained Status dropdown menu
• Source: field, as applicable
• Receipt Date: field, as applicable
• Select Continue

Once the Current Maintained Status is coded, the Loan Period Maintained/Overturned field for the relevant loan period will change from:

• 'Loan period can be Maintained' to 'Loan period Maintained', and
• a 'Green Tick' will appear in the top right corner of the screen, with 'I020GL - Loan Period Maintained detail has been updated'

Have both of the above occurred?

• Yes, go to Step 9
• No, do not finalise the activity as the 'Current Maintained Status' is not updating. Escalate to the Level 2 Policy Help Desk, go to Step 13

When finalising the activity via AR, the 'Assessment Warning and Error' (AWE) screen will present and display the following:

• 'W008As-NSS/ABY arrears $(SSL Amount) reduced by $(SSL amount). Debt (ID number) offset'

Has the above message appeared on the AWE screen?

• Yes, select Continue, go to Step 10
• No, do not finalise the activity as the debt/debt shell is not offsetting. Escalation is required, go to Step 13

On the Assessment Results (AR) screen, the below details should appear in the Entitlements table:

• Benefit: SSL
• Status: OOP
• Period End: The Entitlement Period End Date (EPED) for the entitlement period in which the SSL was originally paid. Note: check !SSLS for date paid, and check PS screen to confirm the EPED for that payment date
• Adj From & Adj To: Same date as Period End field
• $ Adj Amt: 0.00
• Adj Ind: Auto

Are the above details presented on AR?

• Yes, finalise the activity, go to Step 11
• No, do not finalise the activity as SSL entitlement is not re-establishing, escalation is required, go to Step 13

Once the activity is finalised, return to the OPDL screen:

• Refer to the 'Status' column for the relevant SSL Debt ID
• The status will now show as 'F-No Debt'

Is 'F-No Debt' now presenting?

• Yes, go to Step 12
• No, the debt offset has not applied. Escalation is required, go to Step 13

• Record details in a Fast Note - select Auto text, use 'Students, ABSTUDY & Apprentices' > Update > SSL Maintained > Confirm
• Update the DOC with the details regarding the loan period and exceptional circumstances
• Select Complete

Note: information of a sensitive or personal nature, for example medical conditions, should not be recorded in the DOC. See Online Document Recording.

Procedure ends here.

Escalate through existing support systems:

• Local Peer Support (LPS)
• Service Support Officers (SSO)

If SSO staff are unable to resolve after further investigation, refer to Level 2 Policy Help Desk outlining:

• the customer was qualified and payable for SSL on their QTD (DD/MM/YY) but failed to meet study requirements after this date
• an explanation of the customers 'Exceptional Circumstances'
• the relevant loan period, and
• the steps undertaken

Record a Fast Note - select Auto text, use 'Students, ABSTUDY & Apprentices' > Update > SSL escalation to LV2 - SSL Maintain > Confirm

Procedure ends here.