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Suspension of Austudy and Youth Allowance (YA) students and Australian Apprentices 010-21081343

This document outlines when and how to suspend Austudy and Youth Allowance (YA) students and Australian Apprentices.

On this page:

Determine if suspension action can be taken

Suspension process

Actions after suspension has been manually coded

Determine if suspension action can be taken

Table 1

Step	Action
1	Letters returned Have letters been returned 'return to sender - no longer at this address? Yes, see Return to sender (RTS) mail for Centrelink. Procedure ends here No, go to Step 2
2	Customer contacts after suspension of payment Is the customer contacting about the suspension of their payment? Yes, see Table 3 > Step 2 No, go to Step 3
3	Consider suspension Payments may be suspended if a customer is temporarily not qualified for payment or the payment is not payable because of: changes in their circumstances or details and the change means they are no longer qualified failure to comply with the requirements for payment information not provided to ensure that payments are directed correctly (such as a valid address of bank account details), or failure to respond to request for action, information or documentation within the specified period Do not suspend or cancel a payment: under suspicion a customer is no longer eligible for payment, or if there are unverified details that suggest a customer may not be eligible. For example, a tip-off Is it appropriate to consider suspending payment? Yes, go to Step 4 No, procedure ends here
4	Customer contact Do not make a decision without providing the customer the opportunity to address adverse details. If the customer has not already been contacted, make a genuine attempt to contact them to supply evidence. If the customer has a correspondence nominee, do not suspend payments before also attempting to contact the nominee. Has the customer been issued with an appropriate request for information/action? Yes, and: the due date has passed without a response, go to Step 5 a response is provided, go to Step 6 No, request the information. If the customer has a correspondence nominee, also send copies of letters and notices to the nominee. Procedure ends here
5	Customer has not responded to request Determine if special circumstances exist for an extension of time to respond. See Identifying crisis situations, customer vulnerability and risk issues. Are there special circumstances? Yes, resubmit the request for information. DOC reason for extension including special circumstances. Set a new due date. When the new due date is reached, if: a response is received, go to Step 6 no response is received, see Table 2 > Step 1 No, the customer has failed to reply to letter, see Table 2 > Step 1
6	Customer responds to request for information Update the customer's record with the details provided. If the customer's circumstances preclude payment, payment will automatically suspend or cancel. If income affects payments, rate of payment or student income bank balance may change. Record a DOC. Complete all work items and close all documents where applicable. Procedure ends here.

Suspension process

Table 2

Step	Action
1	Decision to suspend payment Confirm the customer's continuing eligibility for payment if they have: changed course or institutions, or reduced their study-load See Changing or correcting course of study for Youth Allowance, Austudy and Pensioner Education Supplement students. Only suspend payment if: there is sufficient evidence the customer no longer qualifies for payment or payment is not payable the period of ineligibility is for a short time. For example, there is reason to believe the customer will resolve non-compliance with any legislative/policy all required actions such as requesting details and contacting customer are completed Is the decision to suspend the payment correct? Yes, go to Step 2 No, record a DOC on why a manual suspension is not required. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs). Procedure ends here
2	Suspend payment Update the customer record with the relevant details to allow the system to make an automatic determination if possible. If the system does not automatically suspend the payment, manually suspend the payment. On the Benefit Action (BA) screen, update: Svc Rsn/Benefit Type Code: AUS or YAL Action: SUS Reason: use the appropriate suspension reason. For a list of suspension codes, see: Cancellation, suspension and rejection codes for Newstart System (NSS), or use field help (?) to view options Effect Date: enter the date of effect of the suspension, see Suspension of payments (CLK) Notes: include any relevant details For a manual suspension with a reason of OTH (other) issue a Q134 letter in the suspension activity. This is to prevent a Manual Follow Up (MFU) activity generating. See Creating a Q134 letter. Select This decision has been made under the Student Assistance Act 1973 as the relevant act Finalise the activity on the Assessment Results (AR) screen. Record details of decision and any action taken on a DOC: Use Fast Note. Select Auto text use Students, ABSTUDY and Apprentices > SUS/CAN/RES > Template: SUSP DOV Complete the Fast Note with: Decision made, payment type and relevant Act/Guide reference. See Creating, reviewing, and deleting documents (including Fast Notes and DOA DOCs) Date of effect of decision Reasons for decision. Include reasons for customer not qualifying or why the payment is not payable for decisions made under section 80 Follow up action required before restoration can take place Does the customer have a partner? Yes, go to Step 3 No, if a manual letter is: required, see Table 3 not required, procedure ends here
3	Check whether a suspension is required for the customer's partner Suspend the partner's payment if required. See the relevant suspension process for procedures on suspending other payments. If there is no partner suspension, and a manual letter is: required, see Table 3 not required, procedure ends here

Actions after suspension has been manually coded

Table 3

Step	Action
1	Send manual advice If a manual Q134 or Q999 letter is required for a suspension activity, a Manual Follow Up (MFU) activity generates, usually overnight. Workload Manager (WLM) allocates the MFU for action. If the customer contacts in response to the suspension letter, go to Step 2. Has a manual suspension letter been issued to the customer at suspension? Yes, finalise the MFU. Procedure ends here No, send a manual letter. Select the MFU from the Activity List (AL) screen and manually issue a Q134 letter. Include in the letter: payment type decision date of effect of the decision an explanation of the reason for the decision an explanation of what they must do to have their payment restored and the consequences for not doing this. For example, cancellation of payment a reasonable time frame to take required action to avoid cancellation their review and appeal rights the relevant section of the Legislation or Policy under which the decision was made Procedure ends here
2	Person contacts due to suspension If a customer contacts regarding their suspension, check the suspension DOC. For most suspension reasons, payments will automatically cancel 13 weeks after the suspension date. If payment has cancelled, do not restore if the customer is contacting more than 13 weeks after receiving the cancellation notice. Payment may be restored if: they have already complied with the action required or are able to comply at contact they do not need to supply documents they qualify for payment they do not need to attend the service centre, and the payment is one which is able to be restored, and there is no note on a DOC to prevent restoration Is the customer eligible for payment? Yes, restore payment. Procedure ends here No, go to Step 3
3	Unfavourable decision Explain the decision Give the customer a chance to provide more information, and Advise them of their review and appeal rights Procedure ends here.