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Rejecting an Assistance for Isolated Children (AIC) claim 010-25062314

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For Assistance for Isolated Children (AIC) Smart Centre Processing staff.

This document outlines the reasons why service officers in an AIC Smart Centre Processing team may reject a claim for AIC.

Rejecting an AIC claim

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Step

Action

1

Check decision to reject the claim is correct

Check that the applicant or customer:

Only reject withdrawn AIC claims if they have already been determined. Claims not determined need to be cancelled. For more details, see Withdrawal of claims.

Is the decision to reject the claim correct?

  • Yes, for rejecting the claim due to:
  • No, do not reject the claim. Procedure ends here

2

Failed to supply documents

Has the applicant or customer been given 14 days to supply the requested information?

  • Yes, reject the claim, go to Step 3
  • No, do not reject claim:
    • Attempt to contact the applicant to remind them of the Claim for Assistance for Isolated Children - request for information Q760 letter
    • Annotate the Progress of AIC Claim DOC with the new details, if the Progress of AIC Claim DOC is not on the Document List (DL) screen, record details in a DOC. Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > Progress of AIC Claim
    • Place the claim on Hold until it has been 14 days since the Q760 letter was issued
    • Procedure ends here

3

Rejection code

Match the rejection reason with the appropriate code. See Codes for Assistance for Isolated Children (AIC) cancellation, suspension and rejection.

Note: only use rejection code OTH (Other) when no other rejection code is appropriate.

4

Code the rejection in Customer First/Customer Record

In Customer First:

  • Go to the Benefits Action (BA) screen by keying 'BA' in the Nxt field and press [Enter]
  • Update the following fields:
    • Service reason: key EIC
    • Action: key REJ
    • Reason: use rejection code determined in Step 3
    • Effect Date: date will default to date of claim lodgement
    • Notes: add any additional comments
  • To determine if a manual letter is required, see Codes for AIC cancellation, suspension and rejection reasons

Is a manual rejection letter required?

5

Manual rejection letter

Issue the appropriate letter for the applicant's circumstances, if the claim was rejected:

For the appropriate Q679/Q888/Q999 template, see the Letters and electronic messaging subsite.

Once the appropriate letter has been issued, go to Step 6

6

Finalise and record the decision

To finalise and record decision:

  • Go to the Assessment Results (AR) screen by keying AR in the Nxt field
  • Finalise the activity by keying 'Y' in the Finished field and press [Enter]
  • Record details on a DOC:
    • Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Claim Rejected
    • Make sure the DOC includes the relevant references of the AIC Guidelines