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

Check that the applicant or customer:

• does not meet Assistance for Isolated Children (AIC) eligibility, or recipient obligations, or
• want to withdraw the claim and the decision to reject the claim is correct

Only reject withdrawn AIC claims if they have already been determined.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

Is the decision to reject the claim correct?

• Yes, for rejecting the claim due to:
• Failed to supply documents, go to Step 2
• All other reasons, go to Step 3
• No, do not reject the claim. Procedure ends here

The claim is rejected if the applicant or customer does not provide the additional information within 14 days. Note: under AIC policy there is no timeframe for submitting additional information, however the claim is rejected as a workload management measure.

Assess the original claim if the customer provides the additional information. The date of receipt is the date the additional information was provided unless the initial claim was lodged in the previous year. See Claiming Assistance for Isolated Children (AIC) and Determining the entitlement start date for Assistance for Isolated Children (AIC).

Has the applicant or customer been given14 days to supply the requested information?

• Yes, reject the claim. Go to Step 3
• No, do not reject claim:
• Attempt to contact the customer to remind them of the RFI
• DOC the outcome of the call
• Place the claim on Hold until day 14
• Procedure ends here

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 when no other rejection code is appropriate.

In Customer First:

• Go to the Benefits Action (BA) screen by keying 'BA' in the Nxt field and press [Enter]
• Code the following fields:
• Service reason: EIC
• Action: REJ
• Reason: use rejection code determined in Step 3
• Effect Date: Date will default to date of claim lodgement
• Notes: any additional comments
• Where the system requires coding of the Accommodation Details (AC) screen before finalising the Rejection activity, update the customer's current circumstances as recorded in the claim. Code the Rent Verification field as NVE if rent/board is paid and verification is required and not yet supplied
• see Codes for AIC cancellation, suspension and rejection reasons to determine if a manual letter is required

Is a manual rejection letter required?

• Yes, go to Step 5
• No, go to Step 6

Issue the appropriate letter for the applicant's circumstances:

• Q760 AIC - Request for information - incomplete claim
• Q679 AIC – Rejection. See the Resources page in Assessing and coding claims for Assistance for Isolated Children (AIC) for letter options
• Q888/Q999.See Letters and electronic messaging for the appropriate option

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
• Ensure the DOC includes the relevant references of the AIC Scheme Guidelines