Completing Tertiary Access Payment (TAP) online reviews 010-21032517

Customers who lodge a claim for the TAP and are assessed as eligible will:

• have their claim granted immediately, or
• be assessed and placed in a status of pending

The outcome of the claim assessment depends on when the customer applies for the TAP before or after the TAP assessment date.

The TAP assessment dates are:

• the first TAP assessment date is 42 days after the course start date
• the second TAP assessment date is:
• 42 days after 1 August in the same year, if starting the course in the first half of the calendar year, or
• 42 days after 1 February of the following year, if starting the course in the second half of the calendar year

Customers whose claim is assessed as pending need to complete a TAP review via their online account after their assessment date to confirm their eligibility for the TAP.

Eligible customers who lodge their claim for the TAP after the assessment date can be granted immediately.

Customers who are eligible to receive the higher rate of the TAP are paid in 2 instalments. These customers may need to complete 2 TAP reviews.

Customers will get:

• one review if their family home is in an inner regional area
• 2 reviews (one for each instalment) if their home is in:
• an outer regional area
• a remote area
• a very remote area

Customers who lodge a claim 42 days, or more after starting study will not get the first review. Customers will only get a second review if they:

• are from an outer regional or remote area, and
• lodge the claim before their second assessment date

If the claim is lodged after the second assessment date, the customer will not receive any reviews.

Customers are sent:

• a letter advising them to complete a TAP review to confirm their eligibility for the TAP via their online services. They have 28 days after the letter is issued to complete their TAP review
• a reminder 21 days later advising them to complete their review. The customer needs to confirm or update their study details and provide documents to verify their circumstances

Customers must complete the TAP online review and provide their supporting documents to receive the TAP.

The documents the customer needs to provide depends on their circumstances. They can submit the review without uploading the requested documents. The activity will be placed on hold until:

• they upload the documents, or
• day 29, if the customer has not uploaded the documents within 28 days

If they fail to complete their review within 42 days, the review will mature and automatically:

• reject the TAP POE - Proof of Enrolment not supplied, or
• cancel POE if they have already got the first instalment

If the customer provides proof of enrolment within 90 days of the rejection or cancellation review the original decision.

A customer may be eligible for the TAP if they meet all the eligibility criteria and they:

• change their TAP approved course at any time throughout the year, or
• stop studies after their first assessment date

If a customer does not complete the first semester of studies, they may still be eligible for the first instalment of TAP if they:

• withdraw after their first assessment date, and
• meet all the eligibility criteria

If a customer changes their course or does not complete the second semester of studies, they may still be eligible for the second instalment of TAP if they:

• withdraw after their first assessment date
• enrol in a new course in the second semester and withdraw after the assessment date, and
• meet all the eligibility criteria

The first TAP online review asks customers to confirm their address details. To be eligible for the TAP, customers must have moved from their family home. In the online review, customers must provide a:

• term address
• temporary address, or
• home address that differs from the Family home address given on their original claim

Where the system, or a Service Officer makes a change to the TAP course recorded on the Customer Study Details (EDC) screen in Process Direct or Education Course Details (EDC) screen in Customer First, the system creates an MFU for review.

It is to ensure any change in study is re-assessed for the purposes of the TAP.

The work items are allocated to TAP trained Service Officers. They check that the student remains eligible for the TAP.