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Creating a Q021 letter for customers claiming Fares Allowance (FAA) 010-21120902

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This document outlines the process for creating a Q021 letter advising the customer of their Fares Allowance claim decision.

When to send a Q021 letter

Issue a Q021 letter to a customer when:

  • approving, amending or rejecting their Fares Allowance (FAA) reimbursement claim
  • rejecting their claim for Fares Allowance (FAA) paid in advance of travel for Youth Allowance (YA), Austudy or Pensioner Education Supplement (PES). Do not issue a Q021 if approving the claim

Nominees

Only address a manual Q021 letter to one person.

If the customer has a correspondence nominee, issue a separate, identical Q021 to the correspondence nominee.

The Resources page contains approved free text when rejecting FAA claims for reasons not included in the Pre-set letter options text and links to User Guides to assist with writing letters.

Assessing eligibility for Fares Allowance (FAA) for Youth Allowance (YA), Austudy and Pensioner Education Supplement (PES)

Reimbursing fares for the cheapest mode of public transport for Youth Allowance (YA), Austudy and Pensioner Education Supplement (PES)

Reimbursing fares for the use of a private vehicle or taxi for Youth Allowance (YA), Austudy and Pensioner Education Supplement (PES)

Fares Allowance (FAA) authorised in advance of travel for Youth Allowance (YA), Austudy and Pensioner Education Supplement (PES)

Letters and customer advices

Creating a manual letter or Online Advice (OLA)