Tertiary Access Payment (TAP) 010-20111938

If the customer enquires about:

• a rejected claim where requested documentation was not provided, see Request to reassess a rejected claim
• a failed online cancellation of payment request, go to Table 2
• help claiming the TAP, go to Step 2
• a claim status of pending, check if the claim status is TAP/PND. This status means the claim has been assessed before the TAP assessment date, see the TAP Circumstances Details (TPCD) screen
• The customer will need to complete a review before receiving the TAP payment
• A notification will be sent on the TAP assessment date (generally 42 days after the course start date) to request the review be completed using online services
• documents required to finalise their TAP claim or review, staff should:
• check the progress doc in Customer First or and Tasks in Process Direct
• advise the customer which documents they need to provide
• an enquiry unable to be resolved by a non trained TAP officer:
• Create a Callback or ACTDOC work item in Customer First using Fast Note - select Auto Text, use Students, Abstudy & Apprentices > Enquiry > Tertiary Access Payment ACTDOC
• Complete the Text
• Procedure ends here

Customers can lodge a claim for TAP by:

• submitting an online claim
• contacting the Student or Australian Apprentice Line, or
• submitting a SY104 Claim for Tertiary Access Payment at a service centre where a customer may be unable or unsuitable to lodge an online claim or self-service transactions are not appropriate

Can the customer submit their claim online?

• Yes, go to Step 4
• No, go to Step 3

Where a customer is unable to submit an online claim for the TAP and the person contacting is:

• the customer, use an Assisted Customer Claim (ACC) to answer the questions in the claim directly with the customer at initial contact. If unable to complete verbally, issue a paper Claim for the Tertiary Access Payment (SY104)
• a correspondence nominee, correspondence nominees do not have access to submit online claims on behalf of the customer. Offer them an ACC if they want to apply for the TAP on behalf of the customer. If they decline ACC, issue a paper claim form for the Tertiary Access Payment (SY104)
• a third party who is not a correspondence nominee, they cannot lodge a claim on the customer's behalf. Advise them to let the customer know they need to contact Services Australia directly or issue a Correspondence nominee form. Procedure ends here

Go to Step 4.

Advise the customer or nominee of the claim requirements, including:

• to lodge claims for the TAP from 1 January to 31 December in the year immediately following the completion of Year 12 or equivalent
• the requirement to provide verification or supplementary documents within the 28 days
• Identification, see Confirming a customer's Identity
• If eligible, payment will be made after the relevant TAP assessment dates (this is generally 42 days after the start date of the course)

A work item is created when a customer uses the Cancel my current payment online service and the request is not finalised automatically.

Manually code the cancellation:

• Go to the System field and ensure the System is set to ISS
• In the Next field, type SVTAP and select Enter. This goes to the TAP sub-system in ISS
• Go to the Benefit Actions (BA) screen:
• Service Reason field: TAP - Tertiary Access Payment
• Action: CAN - CANCEL
• Reason field, select option CLR – WITHDRAWN/VOLUNTARY SURRENDER
• Effect Date field, code the date the customer requested the cancellation using the Cancel my current payment online service
• Source: WEB - Internet
• Receipt Date: The date the customer submitted the cancellation request online