Assessing and finalising claims for the Tertiary Access Payment (TAP) 010-21032424

For Service Officers:

• processing a TAP claim, go to Table 2
• assisting customers with eligibility enquires, go to Step 2

Will the student be 22 years of age or younger on the day they start their course?

• Yes, go to Step 3
• No, the student is not eligible for the TAP. Procedure ends here

Does (or will) the student satisfy the residence requirements on the first TAP assessment date?

• Yes, go to Step 4
• No, the student is not eligible for the TAP. Procedure ends here

Has the student completed Year 12 or equivalent qualification within 12 months immediately before starting their tertiary course?

• Yes, go to Step 5
• No, the student is not eligible for the TAP. Procedure ends here

A TAP approved course is:

• a nationally accredited course
• delivered by an Australian education provider
• at least one academic year or more in duration (See the Resources page for Determining if course is one year in duration for TAP table), and
• a Certificate IV level or above, or
• a dual Certificate III and IV level, as long as the dual course duration is 12 months or longer in duration

TAP approved courses may include courses that are not approved for other student payments such as non - VET student loan approved Diplomas.

The following courses are not eligible for the TAP:

• Certificate IV or Diploma courses being studied for the purpose of gaining a Year 12 equivalent level of education
• Certificate IV or Diploma courses that are considered a secondary course
• bridging (preparatory) or enabling courses
• study that forms part of an Australian Apprenticeship

Create a referral to a Course Assessment and Liaison Officer if the National Course Approvals sub-site lists the education provider and/or course as not approved or the education provider and/or course are not listed. See Referrals to Course Assessment and Liaison Officers (CALOs). If a referral has been made check other eligibility requirements while waiting for the outcome of the referral, go to Step 6

Is the student enrolled in a TAP approved course?

• Yes, go to Step 6
• No, the student is not eligible for TAP. Procedure ends here

To be eligible for the TAP, a student needs to start studying their tertiary course within 12 months immediately after completing Year 12 or equivalent.

A student who starts their studies in Semester 2 would be deemed eligible, as long as Semester 2 starts within 12 months following the date they completed Year 12 or equivalent. This includes students who:

• start studying and apply for TAP in Semester 1
• withdraw before the first TAP assessment date, and then
• start a new course or re-enrol in the same course for Semester 2

When determining whether the student has started their course within the appropriate timeframe, only the first successful attempt at Year 12 or equivalent is assessed. This does not include Year 12 equivalent courses undertaken as part of, or in conjunction with their secondary studies (e.g. a VET course undertaken at the same time as Year 11 or Year 12 secondary studies). In these cases, the completion date of the student's secondary studies is to be considered. See the Resources page for examples.

Will the student start their course within 12 months immediately after completing their first year 12 or equivalent qualification?

• Yes, go to Step 8
• No, go to Step 7

Where a student experiences special circumstances beyond their control that affects their ability to submit a TAP New Claim in the calendar year immediately following the completion of Year 12 or equivalent, they may be eligible for the TAP if they:

• contact Services Australia within 14 days of the closing date (31 December)
• submit their TAP claim within 13 weeks from the day they contacted
• meet one of the special circumstance beyond their control criteria and
• meet all other eligibility criteria

The student may need to provide evidence of the special circumstance beyond their control.

Did the student or will the student contact within 14 days of the closing date, and submit their claim within 13 weeks and meet one of the special circumstances criteria?

• Yes, go to Step 8
• No, the student is not eligible for the TAP. Procedure ends here

A student can still be eligible for the TAP if they have stopped studying or deferred after their assessment date.

Is or was the student undertaking at least 75% of a full time study load over a 12 month period?

• Yes, go to Step 10
• No, and the student is:
• undertaking at least 66% of a full-time study load, go to Step 9
• not undertaking at least 66% of a full-time study load, the student is not eligible for TAP. Procedure ends here

Approved reasons for studying at least 66% of a full-time study load are:

• the education provider's normal requirements for the course. For example, there are timetable clashes, a subject has been cancelled or over-enrolled or a subject is unavailable in that semester
• a specific direction in writing from the academic registrar or equivalent officer
• a recommendation, in writing from the academic registrar or equivalent officer, for academic or vocational reasons, regardless of whether the reason is given with the recommendation or not

Does the student have an approved reason for studying at least 66% of a full-time study load?

• Yes, verification must be provided to support their reason for undertaking a reduced study load, go to Step 10
• No, the student is not eligible for the TAP. Procedure ends here

Does the student need to provide their parent(s)/guardian(s) income?

• Yes, go to Step 11
• No, go to Step 16

Is the parent(s)/guardian(s) combined parental income below the income threshold of $250,000 in the base tax year?

• Yes, is there likely to be an increase in parental income of more than 25% of the base tax year?
• Yes, go to Step 13
• No, go to Step 15
• No, go to Step 12

A decrease is considered substantial if it is enough to give the student entitlement to the TAP.

Have the parent(s)/guardian(s) indicated their current tax year income has substantially decreased to less than $250,000 since the base tax year?

• Yes, go to Step 14
• No, the student is not eligible for the TAP. Procedure ends here

If there is an increase in parental income in the current tax year by more than 25% of the base tax year income and more than 25% of the parental income free area, the current tax year income will apply from 1 October.

If the student's first TAP assessment date is 1 October - 31 December, the current tax year income will be used for the assessment of parental income.

Go to Step 15.

Ask the student or the parent/guardian:

• when the decrease in income occurred and if the decrease is likely to last for at least 2 years, and
• explain:
• that a current year assessment may be made if there has been a substantial decrease in income that will last at least 2 years
• the decrease in income needs to have occurred before the first TAP assessment date to have effect

For the decrease to have effect in the calendar year, it must occur before the earlier of:

• the first TAP assessment date
• 1 July that is, before the end of the current tax year

If parental income decreases after the first TAP assessment date or 1 July, the reduced income cannot be taken into account.

In some cases, evidence of the circumstances of the decrease may need to be supplied. Examples of evidence may include but are not limited to payslips, a notice indicating change or loss of employment or medical evidence about work limitations.

A student may request a current year assessment in advance of a decrease in parental income. Where evidence is not available, the student will need to recontact once evidence is available.

Will the decrease in income last at least 2 years?

• Yes, current tax year is to be used where the decrease in income occurs before the first TAP assessment date. Go to Step 15
• No, base tax year is still used. Go to Step 15

The parent(s)/guardian(s) need to verify their combined parental income for the appropriate tax year. This also includes parent(s)/guardian(s) on any government/income support payment.

Income current at the time of the first TAP assessment date is used to determine whether a student is eligible for the TAP.

If the Taxation Notice of Assessment (NOA) for the base tax year cannot be provided, other forms of evidence can be used as verification of income.

Income for the base or current year can be accepted as verified income if appropriate evidence has been supplied.

Do the parents/guardians have evidence their combined income is less than the income cut-off limit of $250,000 for the relevant tax year?

• Yes, obtain evidence of income. Go to Step 16
• No, the student is not eligible for TAP. Procedure ends here

Has or will the student move to be closer to their education provider before the end of the first year of study in their course?

• Yes, go to Step 17
• No, the student is not eligible for TAP. Procedure ends here

Is the student required to provide parental income:

• Yes, the family home is the address as at the day the course started. Go to Step 18
• No, the family home is the address the student lived at 6 months before the day the course started. Go to Step 18

Is the family home located in an inner regional, outer regional, remote or very remote location, and at least 90 minutes from the education provider or Regional University Study Hub by public transport (or no public transport is available)?

• Yes, the student is eligible for TAP, advise the student to claim the TAP to test their eligibility
• No, the student is not eligible for TAP. Procedure ends here

A TAP work item is created in Process Direct where a customer submits:

• an online claim
• an Assisted Customer Claim (ACC), or
• a SY104 - Claim for Tertiary Access Payment paper claim

A paper claim scanned onto a customer's record auto-creates a Social Online Application (SOA) shell.

A paper claim will not auto-create a SOA Shell where the claim is uploaded by the customer through Upload Documents. Create a SOA Shell application in Process Direct and manually enter details into the appropriate screens.

Go to Step 2.

Only ABSTUDY skilled Service Officers can complete TAP new claims for ABSTUDY customers.

Is ABSTUDY current, recently cancelled or is there an ABSTUDY claim pending outcome?

• Yes, if the Service officer is:
• YA/TAP skilled, go to Step 3
• ABY/TAP skilled, go to Step 4
• No, go to Step 4

If a Service Officer is allocated a TAP claim for an ABSTUDY customer and not ABSTUDY skilled:

• select Keyword > Add > Search for ABYEEED (ABSTUDY potential backdating)
• select the ABYEEED keyword from the search results list
• select Status > Edit > update Status to On Hold
• in On Hold Reason, select Refer to CALO
• in On Hold Expiry Date, key today's date +1
• Save

Workload Manager will allocate the claim with the keyword ABYEED to a dual ABSTUDY and TAP skilled Service Officer for assessment.

Procedure ends here.

Has the TAP claim been allocated as part of a work bundle with a YA or ABY claim?

• Yes, the YA or ABY claim must be assessed first. See Assessing and coding student and Australian Apprentice claims for Youth Allowance (YA) or Processing ABSTUDY claims in Process Direct. After the claim has been assessed regenerate and assess the TAP claim, go to step 5
• No, go to Step 5

Complete the pre-assessment checks in Process Direct using the icons on the Transaction Summary (TS) screen, including;

• The Claim Overview to view a summary of information provided by the customer
• Documents for any scanned documents provided by the customer including Identity confirmation and parental income verification
• Tasks to view Required Tasks and supporting documents
• Document List (DL) screen. The DL screen shows confirmation of acceptance of the verbal declaration if Assisted Customer Claim (ACC) is run
• Notes to view comments made by a previous Service Officer
• Activity List (AL) to view outstanding activities
• Independent/Homeless/Away From Home Details (NIH) screen to view any existing UTLAH assessment outcomes

Check the customer's record

If a YA or ABY claim was processed before assessing the TAP claim, Regenerate the TAP claim before selecting Process.

If the TAP claim has incorrectly been updated to the status of Not Required escalate the claim to ICT via ROXY to request the status be reverted to In Process. See Using Digital Assistant Roxy in Process Direct. Once the claim is In Process, go to Step 6

If the claim is being assessed before the first TAP assessment date, the claim can be processed based on the customers intention to move away to study.

If the claim is being assessed after the first TAP assessment date and the customer has already moved, the term address and/or new home address must be provided for the TAP to be paid.

Students who lodge a TAP claim:

• before the first assessment date and have not provided their term address or new home address details must provide their address when they complete their TAP review
• after their first assessment date but have not relocated, need to provide their new address for the TAP to be paid

Has the customer moved, or will they move away from the family home to start their course?

• Yes go to Step 7
• No, reject the claim. Go to Table 4

To be eligible for the TAP, a student must start studying their course within the 12 months immediately after completing Year 12 or equivalent.

For example, a student who starts their studies in Semester 2 may be eligible, as long as Semester 2 starts within 12 months following the date Year 12 or equivalent study was completed.

When determining whether the student has started their tertiary course within the appropriate timeframe, only the first successful attempt at Year 12 or equivalent is assessed. This does not include Year 12 equivalent courses undertaken as part of, or in conjunction with their secondary studies (e.g. a VET course undertaken at the same time as Year 11 or Year 12 secondary studies). In these cases, the completion date of the student's secondary studies is to be considered. See the Resources page for examples.

Has the customer completed Year 12 or equivalent qualification within 12 months immediately before starting their course?

• Yes, go to Step 8
• No, reject the claim. Go to Table 4

Has the customer completed all Required Tasks, and/or provided all requested documents?

• Yes, and:
• the customer is applying for Unreasonable to live at home (UTLAH), go to Step 9
• otherwise go to Step 10
• No, and the claim was submitted:
• more than 14 days ago, reject the claim. Go to Table 4
• less than 14 days ago, place the claim on hold until 14 days after Date of receipt. Procedure ends here

If the customer indicates in their claim that it is Unreasonable to live at home (UTLAH) and:

• a UTLAH assessment in progress for another claim type, place the TAP claim on Hold:
• select Status > Edit > update Status to On Hold
• update Reason to Awaiting UTLAH
• Expiry date, key 14 days from system date
• the UTLAH assessment is not in progress, see Unreasonable to live at home (UTLAH) initial contact for Youth Allowance (YA), Disability Support Pension (DSP), Special Benefit (SpB) or Tertiary Access Payment (TAP) before returning to this step
• UTLAH assessment is already recorded on the customer's record, finalise the UTLAH DOC. Note: a UTLAH grant within the 52 weeks prior to the TAP claim can be accepted for TAP. Go to Step 11
• if the customer is not eligible under UTLAH criteria finalise the UTLAH DOC and consider if the customer can apply to have Parent(s)/guardian(s) income exempted under another criteria, see Step 13 in Table 1

Are additional documents, regenerating or re-indexing the claim required?

• Yes:
• Documents that were requested at Next Steps in the online claim, should not be requested again. To request additional documents, go to Step 11
• to regenerate or re-index the claim, go to Step 12
• No, go to Step 13

To request additional documents:

• select > Request Documents:
• Benefit field: Tertiary Access Payment
• Benefit Status field: New Claim
• Authority To Request field: Tertiary Access Payment Program Guidelines
• Information to be supplied within field: 14 days
• select the relevant form or document required for assessment
• select Finish

The claim is automatically placed on hold, for reason 'Customer to provide Information'.

For further information on requesting additional documents, see Requesting Information (CLK).

Proof of Enrolment (POE) is not required if the customer progresses their claim to Next Steps before the first TAP assessment date, 42 days after the course start date.

POE is required if the customer submits their claim after the first TAP assessment date, 42 days after the course start date.

Where POE is required, place the claim on hold:

• Send a Q888 letter to request POE from the customer and if applicable, their correspondence nominee. The Resources page has the approved letter text
• Request all other required documents as a separate activity, using appropriate RFI

Procedure ends here.

Select the appropriate option from .

The Regenerate claim option will be display when the claim has a status of In Process or On Hold. Note: any manual coding completed will be lost using this function.

The Re-index claim option will only display when the claim has a status of Completed.

On the Transaction Summary (TS) screen, check the customer's Identity Status.

If the Identity Status is Confirmed, go to Table 3.

If the Identity Status is Not Confirmed, and identity documents have:

• not been provided, the claim will reject automatically. Go to Table 4 Step 5
• been provided, code identity documents or consider alternative proof of identity:
• 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 if appropriate
• close Customer Summary to return to the claim, go to Table 3

Assess and code TAP claims in Process Direct:

If required select the following from the Task Selector in the Errors (SWE) screen to navigate through the screens requiring updating:

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

If provisional data has uploaded from the online claim, the relevant Task Selectors will automatically display a flag.

If a student changes their TAP approved full time course or stops studying at any time throughout the year, they may still be eligible for TAP. For example, student changes from Bachelor of Arts in Semester 1, to Bachelor of Science in Semester 2. See Completing Tertiary Access Payment (TAP) online reviews. To code changes, see Step 10 in Table 2 of Completing Tertiary Access Payment (TAP) online reviews.

Record the TAP course on the Education Details (EDC) screen if there is no record of the course.

If a customer is EIS current on the benefit status line, do not update the Course End Date or Student End Date for the Year 12 coding.

Where the course is:

• less than one academic year in duration, reject the claim as LTY (course less than 12 months). See the Resources page for Determining if course is one year in duration for TAP table. Go to Table 4
• not approved, streamline reject the claim as NAC (Not an approved course). Go to Table 4
• already recorded on the EDC screen correctly, take no further action. Go to Step 3
• recorded on the EDC screen and updates are required, see Coding new study details and Coding ABSTUDY education details, then go to Step 3
• approved and not recorded on the EDC screen, add a new entry. See Coding new study details and Coding ABSTUDY education details then go to Step 3

Do not update/enter information on the NES screen if Participation Status field on the Education Course Details (EDC) screen is coded as 'TFS' or 'T66', see Participation Status.

Update/Enter information on the NES screen if:

• there is no current entry on the NES
• the entry in the Student Status field does not match the entry in the Participation Status field on the Education Course Details (EDC) screen, and/or
• the Education Level Attained field does not match the customer's highest educational qualification

Update/Enter the following fields in the NES screen:

• Start Date: key the date of claim lodgement
• Student Status: FTS
• Education Level Attained: key the highest level of education completed by the customer. Choose from available codes in field help (?), if required. Select the correct option from the drop down list

Go to Step 4.

Update the RLD screen in the following fields:

• Event Date, key the date of claim lodgement
• Address Reason, key TAP - Tertiary Access Payment
• Year, key the calendar year for which TAP is being assessed
• Address Date:
• Dependent customer, key course start date
• Parental income exempt customers, key the address date 6 months prior to the commencement of their relevant course of study
• Address for:
• a dependent student, key their parental home address in the applicable address lines
• a parental income exempt customer, key their address 6 months before they started their current approved course
• Address Country Code, key AU
• Country, key Overseas if the TAP family home is overseas as the full address is not required
• Address Latitude or Address Longitude field select to auto populate both the fields and the Regional Classification field

If Australian Statistical Geography Standard (ASGS) classifies TAP family home as being in 'Other Territory'

Where a TAP family home is ASGS classified as an 'Other Territory' due to being located in a very remote area, code the Country as Australia. The acceptable 'Other Territories' are:

• Cocos (Keeling) Island, code as WA. Use postcode 6799
• Christmas Island, code as WA. Use postcode 6798
• Jervis Bay state, code as NSW. Use postcode 2540
• Norfolk Island, code as NSW. Use postcode 2899

Does the customer meet the Residence assessment for customers claiming Youth Allowance (YA)?

• Yes, and a NARWP is:
• applied, and the NARWP End Date is before the first TAP assessment date, go to Step 6
• applied, and the NARWP End Date is on or after the first TAP assessment date, the student is not eligible for TAP. Manually reject the claim, go to Table 4
• not applied, go to Step 6
• No, the claim will automatically reject for a residence related reason when finalised, go to Table 4

The customer's circumstances to determine eligibility is recorded on the TAP circumstances (TPCD) screen.

Update the TPCD screen:

• Course Name field: will pre-populate the latest entry from the EDC screen. Where there are multiple courses, select the correct course from the menu
• Campus Name field: the campus provided within the claim. This field is not compulsory field. If unknown leave blank
• Course Approval field: as appropriate:
• Yes, select Y
• No, select N
• Course Verification 1: If the processing of the claim occurs:
• on or after the first TAP assessment date, go to Step 7
• before the first TAP assessment date, record P-Pending
• Course Verification 2: If the processing of the claim occurs:
• on or after the second TAP assessment date, go to Step 7
• before the second TAP assessment date, record P-Pending

The Proof of Enrolment task will not present to the customer if the customer

• progresses their claim to Next Steps before the first TAP assessment date, and/or
• submits their claim after the first TAP assessment date

Request Proof of Enrolment.

Note: where the second TAP assessment date is a future date, this will automatically pre-populate with P-Pending.

Note: if the customer's family home location is within an inner regional area and processing the TAP claim after the second assessment date, leave the Course verification 2 on the TPCD screen as P- Pending.

Has the customer confirmed their enrolment and study load by providing proof of enrolment dated on or after their first and/or second assessment date?

• Yes, go to Step 8
• No, and additional documents are:
• required, see Step 11 in Table 2
• not required and proof of enrolment is not sufficient (or has not been supplied) code N - No in the relevant Course verification field, go to Step 8

In the following fields:

• Year 12 or equivalent completion date, key the date as advised within the claim that Year 12 was completed. If Year 12 or equivalent is not completed, or the completion date is in the future, go to Table 4
• Immediate Start Exemption, only complete this field if a Special Circumstances assessment has been approved

Has the customer met one of the special circumstances beyond their control eligibility criteria?

• Yes, select the appropriate exemption reason
• No, leave this field blank

Complete the Relocation fields:

• Excess Travelling Time: Is the customer's family home at least 90 minutes from their place of study by public transport, or no public transport is available?
• Yes, select Y
• No, select N
• Relocation Indicator: Has or will the student move to be closer to their education provider before concluding the end of their first academic year?
• Yes, select Y
• No, select N. Go to Table 4, Step 3

If the customer has advised of a change to the family home address provided in the claim, update the Relocation Scholarship Details (RLD) screen.

Update the TAP Parental Income fields:

• Parental income exemption: Is the customer exempt from the Parental Income Test?
• Yes, select the appropriate exemption reasons , go to Table 4
• No, leave this field blank
• Parental Income verification: Has parental income been verified?
• Yes, select Y
• No, check FIPY data for the appropriate financial year(s), if available verification is not required select Y. If FIPY data is not available, select N

Select Save.

If the parent(s)/guardian(s) provides their parental income via the online Advise Parental Income service, the TAP Parental Income table will pre-populate.

Add the parent(s)/guardian(s) manually using the Add symbol if the parent(s)/guardian(s) details have not pre-populated due to:

• the system unable to match the records, or
• lodgement of a paper SY105

The 'Create TAP Parental Income table' will present.

Start Date: = Date of Claim

Year Type:

• In most cases this will be = Base
• Where granting a current year assessment, staff must code the Base and Current year separately. Code the appropriate tax year for each entry

Financial Year: will pre populate based on Year type selected

Parent CRN: Links to 'Search and Select CRN' to search for the parent(s)/guardian(s) by filling out the mandatory fields or by entering the parent(s)/guardian(s) CRN if known. If a parent record does not already exist, create a new parent CRN using this search function.

Select Save.

To Record the Parental Income:

• Select:
• Update the Parental Income Details table - each Parent/Guardian will require separate entries for the appropriate financial year
• Select Add to add a new row for each income type
• Select the income type
• Source: defaults as 'CUS'
• Amount: record income amounts advised
• Record all income types provided by the parent(s)/guardian(s) even if these are listed as zero

Note: where the source of parental income is FAO, all required information is automatically taken from the parent(s)/guardian(s) FAO Income Previous year (FIPY) screen. No additional update of the Parental Income Details table is required. Check the details against the parent's record to confirm the income and amount is correct.

• Income Type:
• Overseas income: income earned outside Australia that is not taxable in Australia. Note: to manually calculate the Australian Dollar value divide the foreign currency amount by the exchange rate at 1 July of the relevant financial year
• To find the exchange rate for the relevant financial year, in Customer First, navigate to the Foreign Exchange Summary (RDFXS) screen. Select the relevant currency and locate the historical rates on the Foreign Exchange Details (RDFXD) screen
• Maintenance paid: amount paid for child support or to support a previous partner. This includes any child support payments made to any dependent children in the family
• Net Investment Loss: total net investment losses
• Reportable super: reportable superannuation contributions
• Tax free pensions/benefits: total of all applicable amounts received
• Exempt reportable fringe benefits: the reportable fringe benefit amount, recorded on the customer's payment summary. Once recorded, the amount automatically converts to the lower adjusted amount using the fringe benefits tax rate (see the field help)
• Other reportable fringe benefits: the reportable fringe benefit amount, recorded on the customer's payment summary. Once recorded, the amount will not convert. The Parental Income calculations includes the whole amount

Select Save.

Go to Table 4.

If the claim is to be:

• Granted, go to Step 4
• Streamline rejected, for the following reasons, go to Step 2:
• 12C - Did not complete YR12
• FSD - Fail to supply documents
• NFS - Not a full-time student
• RLC - Did not relocate from family home
• NAC - Not an approved course
• Rejected for any other reason, go to Step 3

If the claim is to be streamline rejected, the claim will not require any coding before it is rejected. To streamline reject the claim:

• from the Transaction Summary (TS) screen, select Process
• go to the:
• Benefit Action (BA) screen
• Customer Data Task Selector (CDTS) on the Errors (SWE) screen
• select Add to create a new entry and update:
• Benefit Type Code field, select - TAP
• Benefit Action field, REJ-rejection
• select Streamline Rejection Indicator
• Reason field, select the appropriate reason
• Date of Effect field, will auto-default 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. Correct errors before assessing the claim. For more information 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. The claim finalisation DOC displays. Edit or add any extra details required. For example if contacting the customer to confirm details or change in circumstances included in this assessment
• select Finalise

If rejecting the claim Failed to Supply Documents (FSD), list all of the mandatory documents not provided at rejection in the finalisation DOC. Go to Step 5.

Note: regenerate the claim to remove the streamline rejection coding if the claim is incorrectly streamline rejected before it is finalised.

Where the claim is not finalised as a streamline rejection, and all necessary updates are coded on the relevant screens, the rejection should automatically occur.

Manually reject the claim if:

• auto rejection does not occur, or
• there are multiple rejection reasons and the auto rejection is not the reason that is most appropriate for the claim. Use common sense in deciding the rejection reason

For example, customer has failed to provide the requested documents but did not start the course within 12 months immediately after the successful completion of year 12 or equivalent qualification. The most appropriate rejection code is 12T-Did Not Start Course Immediately after YR 12. If the customer subsequently provides the requested documents, rejecting the claim FSD-Failure to Supply Documents would imply a different outcome.

To manually reject the claim:

• 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 TAP
• Benefit Action field, REJ-rejection
• Do not select the Streamline Rejection indicator
• Reason field, select the most appropriate rejection reason code
• Date of Effect field, will auto default 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. Correct errors before assessing the claim. For more information 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. The claim finalisation DOC displays. Edit or add any extra details required. For example if contacting the customer to confirm details or change in circumstances included in this assessment
• select Finalise

If rejecting the claim FSD, list all of the mandatory documents not provided at rejection in the finalisation DOC.

Note: FSD must only be used where the customer may have been eligible had they provided the requested documents. If the customer is not eligible, regardless of providing the documents, use another more appropriate rejection reason.

Go to Step 5.

Go to the SWE screen. Message Log displays any errors with existing coding. Correct errors before assessing the claim. For more information see Using Digital Assistant Roxy in Process Direct.

Select Assess to go to the ELD screen.

On the ELD screen, select Next. Check the outcome is correct.

Where granting a TAP claim before the first TAP assessment date, the status will display as PND (Pending). The ELD screen will only display as TAP CUR (Current) where the verification for the first TAP assessment date is complete and is in the past.

Select Finish.

The claim finalisation DOC displays. Edit or add any extra details required. For example if customer contact is required to confirm details or change in circumstances included in this assessment.

Select Finalise to complete the claim.

A confirmation dialog box will appear. Select OK.

If a checklist of scans displays, mark as complete using the tick boxes.

Create a DOC, if the claim is not auto-generating a DOC. For example where a claim is both granted and cancelled in the same activity. See Online Document Recording (ODR).