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Cancellation of a Low Income Health Care Card (LIC) 101-06040100

This document outlines how to cancel a customer’s LIC entitlement.

Recording a cancellation

Step	Action
1	Manual cancellation Go to the Benefit Action (BA) screen by keying 'BA' in Nxt in the LIC system. To get to the LIC system, key 'LIC' in the Sys field.
2	Coding required Complete these fields: Svc Rsn, key LIC Action, key CAN Reason, use field help ('?') to view the appropriate codes or see Cancellation and rejection codes for Low Income Health Care Card (LIC), Foster Child Health Care Card (FST) or Ex-Carer Allowance (child) Health Care Card (EHC): if cancellation is due to failure to reply to correspondence or supply documents, key OTH Effect Date, key today's date Notes, key notes Source, key source DOR, key the date of receipt
3	Finalisation Before finalising the cancellation action, discuss the decision with the customer. Finalise activity via the Assessment Results (AR) screen. Was the record cancelled OTHER (CAN-OTH)? Yes, a manual cancellation letter will need to be issued: see Creating a Q134 letter apply the following letter text, ‘After careful consideration, your Low Income Health Card has been cancelled because you have not replied to our request for information’ go to Step 4 No, go to Step 4
4	Record details Record all relevant details of the cancellation in a closed DOC. Clearly document the conversation with the customer and the reason they wish to cancel their LIC, following the Getting It Right DOC minimum standards. Note: an act reference is not required when the customer is requesting cancellation, and the Reason field has been coded with 'CLR' withdrawn/voluntary surrender. Procedure ends here.