Processing a Centrelink Confirmation eServices (CCeS) business application 101-25022138

To progress a:

• request to update an ABN or ACN, go to Step 2
• received business application, go to Step 4

Businesses must notify the agency of a change in their ABN and/or ACN.

When a business contacts the agency to update their ABN/ACN, in all instances, the Third Party Program (TPP) team will engage with the business and discuss the circumstances. If the business contact is:

• via the National Business Gateway helpdesk, refer all information obtained from the business to the TPP team. To do this:
• place an open DOC with the keyword TPPREF on the business record with the details of the request
• upload any relevant supporting information, including a business application (if one has been lodged)
• procedure ends here
• during normal business engagement or a compliance review with TPP:
• see Updating or adding business details for Deduction and Confirmation programmes
• go to Step 3

For ABN/ACN update requests via normal business engagement or compliance assurance review with the Third Party Program (TPP) team, assessment is required by a TPP Senior Program Officer to retain the same CRN. See Updating or adding business details for Deduction and Confirmation programmes and CRN Change Scenarios to confirm the required actions.

Once an assessment has been completed, TPP will add a DOC on the business record with the details, including if:

• the CRN can be retained, or
• a new CRN is required (in which case, upload all relevant documents)

If the CRN can be retained, TPP will:

• update the ABN/ACN on the business record
• make all updates to details required from the new business application
• ensure the consent wording for CCeS is updated to reflect the correct entity and meets the requirements in the CCeS Procedural Guide
• ensure the current list of Authorised Officers and users are correct
• upload any relevant supporting information, including a copy of the updated consent record
• procedure ends here

If a new CRN is required, TPP will:

• withdraw the old contract, and
• forward the business application to the Business Application Processing team

The Business Application Processing team will:

• process the new business application
• review the consent wording to ensure it meets the requirements in the CCeS Procedural Guide, and
• upload any relevant supporting information, including a copy of the updated consent record

Procedure ends here.

If a CCeS Business Application (SA391) form, Business Online Services User details (SA445) form and/or supporting documentation is received by:

• email/fax at National Business Gateway Business Applications, go to Step 5
• any other service or business area via:
• email, forward the email to National Business Gateway Business Applications
• fax, scan and email the forms to National Business Gateway Business Applications
• procedure ends here
• service centre staff:
• scan the SA391 and/or SA445 form
• email it to National Business Gateway Business Applications
• procedure ends here

For National Business Gateway Business Applications processing staff.

Note: National Business Gateway staff trained in Business Application processing require specific security access to complete this step, see the Resources page.

In Customer First (ISS (ORG) system, Env B), search for an existing business record using one of these preferred options:

• go to the Reference Number Search (RNS) screen to find an existing record in the first instance. In these fields:
• Customer ID, key the ABN from the business application
• Client Department, key ATO
• Id Type, key ABN
• in the CRN field, key the Customer Reference Number (CRN) provided in the business application
• go to the Organisation Name (ON) screen. In these fields:
• Stakeholder Code, key PYI
• Keyword, key (one) business name
• Organisation ID, key ABN or ACN from the application > [Enter]
• Org Name, search the business name (use one word with ‘*’ (asterix) at the end with Stakeholder Code as PYI. Key the State if too many results appear > [Enter]
• go to the Advanced Organisation Search (OASP) page

If a business is already approved for Centrepay, Income Management or BasicsCard, add CCeS to the existing CRN. Only create a new CRN for CCeS if specifically requested by the business or where a new work unit is required as the previous work unit has been terminated.

Check the Business application - CCeS (SA391) form

Assess the application to make sure the correct version of the application form has been used.

Does the SA391 form match the version currently available on the Services Australia website?

• Yes. If the business:
• is currently (or has previously been) approved to use CCeS, 'S‘elect the business record from the Organisation List (OL) screen > [Enter]. Go to Step 7
• does not have a CRN that exists with a current or previous CCeS contract, go to Step 6
• No:
• email the business to advise them to lodge the application using the correct version of the SA391 form available on the Services Australia website
• DOC the record that a non-current version of the SA391 was received and the applicant was directed to the current version on the agency website
• close all scan activities relating to the application
• procedure ends here

For National Business Gateway Business Applications processing staff.

Go to the Organisation Name Search (ON) screen. In these fields:

• Stakeholder Code, key PYI
• Organisation Name, key legal name of the business as per the business application
• Activity, key Add
• Source, key INT
• DOR, key date the application was received
• Svc Rsn, key appropriate 3-letter Service Reason for the business. This is based on the customer information the business requires to confirm concession eligibility and the characteristics required. Use:
• CCS for Customer Confirmation (Centrelink and/or Department of Veterans’ Affairs (DVA)) and Superannuation Confirmation
• IAS for Income Confirmation
• select Continue. An information message will display stating no records found
• select Add Organisation (AO)

On the AO screen, complete these fields using the information from the business application:

• Business name
• Trading name. Note: code both the Business Name and Trading Name fields, even if both names are the same
• ABN (required for all businesses except companies, where an ACN is required)
• ACN (if the business is a company)
• Address (both physical and postal)
• Contact, key the name of the Authorised Officer who signed the business application
• Position, key Authorised Officer
• Phone No
• Email

Select Continue to go to the Organisation Task Selector (OTS) screen, and:

• untick all pre-selected fields, except for Complete Activity (this field must be ticked, if not already)
• select Continue

The activity will show as Completed on the Activity List (AL) screen. Note the CRN on the business application.

Go to Step 9.

For National Business Gateway Business Applications processing staff.

CCeS can only be added to CRNs with a PYI stakeholder code. It cannot be added to CRNs with other stakeholder codes (for example, BAE/NOM/PPL).

If a record exists and a new business application has been signed, go to the Organisation Name Search (ON) screen. In these fields:

• Stakeholder Code, key PYI
• CRN, key the CRN of the business
• Activity, key Add
• Source, key INT
• DOR, key date the application was received
• Svc Rsn, key appropriate 3-letter Service Reason for the business. This is based on the customer information the business requires to confirm concession eligibility and the characteristics required. Use:
• CCS for Customer Confirmation (Centrelink and/or DVA) and Superannuation Confirmation
• IAS for Income Confirmation

Select Continue to go to the Organisation Details (ORD) screen and select Continue again to view the Organisation Task Selector (OTS) screen. Select the following:

• Organisation Name (OND) screen
• Organisation Contact (name/phone/address) (OSCS) screen
• Organisation Address (ADS) screen
• Complete Activity
• untick any other selections that are not listed above
• Continue

Check each screen in the workflow against details from the business application:

• check the details recorded are current and correct
• update where required, and
• Finalise the workflow. The activity will show as completed on the Activity List (AL) screen

Go to Step 8.

For National Business Gateway Business Applications processing staff.

If the existing ABN/ACN is correct and does not need updating, go to Step 9.

Otherwise, go to the Reference Number (NU) screen.

To add a new ABN/ACN, select Add.

• in these fields:
• Organisation/Type, key ABN or ACN
• Env, leave blank
• Reference Number, key valid ABN/ACN for the business
• Source, key INT
• Receipt Date, key date the application was received > select Continue
• Next, key AR
• Finalise the activity. The activity will show as Completed on the Activity List (AL) screen. Go to Step 9

To correct  an existing ABN and/or ACN:

• in these fields:
• Reference Number, key correct ABN details
• Source, key INT
• Receipt Date, key date the application was received > select Continue
• Next, key AR
• Finalise the activity. The activity will show as Completed on the Activity List (AL) screen. Go to Step 9

For National Business Gateway Business Applications processing staff.

When uploading the application to the business record, use:

• correct form numbers (SA391 and SA445)
• UNS011 to classify any supporting documents

Note: if at any stage, the business withdraws their application, send a Q824 Withdrawal of Application letter.

Go to Table 2.

The business application is complete if:

• all questions have been answered
• all supporting documents have been supplied where required, and
• the business has completed a Business Online Services User details form (SA445) with details of at least one staff member

Is the business application complete?

• Yes, all required information and documents have been provided, go to Table 3
• No, there is missing information or documents, go to Step 2

Note: if a change is needed to the lodged business application, the entire application must be resubmitted with all changes initialled by the signatory.

Email or phone the business to discuss and confirm the additional information needed to finalise the assessment of their application. The CCeS BAAW conversation can be conducted at the same time if contact is made by phone.

To progress:

• close all scan activities relating to the application (ZDMS_SA391 and ZDMS_SA445)
• create an open CCeS Business Application DOC with keyword BAPROG. This DOC will have a work item of ZIAM_BA_PROG
• send a manual Q823 'Request for information' letter as an attachment to a follow-up email
• provide the business 20 business days to return the information
• scan the letter to the business record

Has the business returned the information requested within 20 business days?

• Yes, go to Table 3
• No, go to Step 3

Has the business requested an extension of time?

• Yes, go to Step 4
• No, reject the business application. Go to Table 5

A business may request an extension of time to provide supporting documentation in relation to the application. Approval of this extension is at the discretion of the assessor.

Note: do not delay an application while a business gains eligibility for the program (for example, applying for licences). In these cases, reject the business application and tell the business to reapply when they meet the eligibility criteria. See Table 5.

Has an extension been approved?

• Yes, tell the business the new due date. If the business:
• provides the requested details by the new date, go to Table 3
• does not supply the requested details by the new date, reject the business application. Go to Table 5
• No, the business application will need to be rejected:
• before rejection, update business contact details to reflect the most recent details (as per the SA391)
• go to Table 5

Has the business ticked a response against any of the ‘Stop signs’ on the SA391?

• Yes. Reject the business application, go to Table 5
• No. Go to Step 2

Complete a CCeS BAAW and scan to the business record:

• Classification Type, use UNS011
• Hand off for further action, use No
• Description, use CCeS BAAW

The BAAW supports correct decision making by the BA assessor and is one of the most critical stages of the BA assessment process.

Completing a BAAW ensures:

• all eligibility criteria for CCeS are considered
• applicants are strongly vetted, to verify that statements made on the business application related to the business’s eligibility are correct
• an opportunity for the agency to discover important information related to the business’s eligibility that may not be contained on the business application
• referrals to the CCeS Program team take place as appropriate
• there is a permanent record of the assessor’s decision making process on the business record

After completing the BAAW, the assessor can make a decision to approve or reject the business application.

Business application referrals to the CCeS Program team are sent by email. All referrals must:

• be on the referral template
• include relevant information to assist the team in their decision (such as a completed BAAW, other supporting documentation, copies of consent records), and
• the assessor’s recommendation

The CCeS Program team will review the referral and respond with advice or a decision as required.

If the business application will be:

• approved for Customer Confirmation, Income Confirmation or Superannuation Confirmation, go to Table 4
• rejected, go to Table 5

In the business record/CRN in Customer First (ISS (ORG) system, Env B), run the Contract Management Workflow via:

• Customer First > Workspace > Organisations and Merchants - Legacy > Centrelink confirmation services contract page

Update each screen with relevant details from the business application. In these fields:

• Contract versions, select the version number from the business application form, policy and terms
• Business Applications Details, select the legal entity type
• Assessments, refer to Questions 19, 20 and 21 on the business application:
• if Question 21 is answered Yes, select Yes to Clearance from Attorney General’s Department and select Yes to Business complies with licence requirements. Otherwise, key N/A in both fields
• if Question 24 has a licence number included, key the license number
• Type of Service, select relevant service:
• Customer Confirmation
• Department of Veterans’ Affairs Confirmation
• Income Confirmation, or
• Superannuation Confirmation
• Delivery method, select Single Enquiry Service (SES). Note: Batch Online Enquiry and Web Services (CCwS) are not added until the helpdesk confirms the completion of a successful testing exercise
• Additional Information, select Ambulance, Algorithm Licence, Other entity Arrangements, if applicable. Record all other additional conditions in the free text box
• Hand-off required, select No
• Date, select date the business application was received
• Application status, in Contract/Agreement Approval Status, select Approved. Leave the Comments box blank. Finalise the workflow

The Contract/Agreement Summary will show the Application Status as Approved.

Go to Step 2.

On the Agreement Details (OSAS) screen:

• ‘S’elect the Agreement ID for the applicable service reason (CCS) > Continue > [Enter]

On the OSAB screen, in these fields:

• Agreement Start Date, key the date the contract was approved
• Source, key INT
• DOR, key T (today)
• Action, key I > Continue > [Enter]

On the Org Characteristic Type Summary (OCTS) screen, select:

• the Characteristic Enquiry Group applicable to the application (for example, Centrelink or DVA). This must match the Service Type entered in the Contract Management workflow. Note: to add multiple Characteristic Enquiry Groups, code the updates in a separate activity
• Confirm the detail, key Y (if required)
• Continue > [Enter] until the Org Market Sector Select (OCMS) screen displays

Go to Step 3.

Any previous service reason(s) for a terminated agreement must be end dated on the Agreement Details (OSAS) screen before continuing.

On the OSAS screen:

• ‘S’elect the Agreement ID for the applicable service reason (CCS) > Continue > [Enter]

On the OSAB screen, in these fields:

• Agreement Start Date, key date
• View Org Characteristic Profile, key Y (if displayed and not already defaulted)
• Source, key INT
• DOR, key T (today)
• Action, key I > Continue > [Enter]

On the Org Characteristic Type Summary (OCTS) screen, select:

• the Characteristic Enquiry Group applicable to the application:
• Centrelink characteristics, or
• DVA characteristics
• Note: to add multiple Characteristic Enquiry Groups for Centrelink and/or DVA, code the updates in a separate activity
• Continue > [Enter] until the Org Market Sector Select (OCMS) screen displays. Go to Step 3

Any previous service reason(s) for a terminated agreement must be end dated on the Agreement Details (OSAS) screen before continuing.

On the Agreement Details (OSAS) screen:

• ‘S’elect the Agreement ID for the applicable service reason (IAS) > Continue > [Enter]

On the Org Service Agreement Details (OSAD) screen, in these fields:

• Agreement Start Date, key date the contract was approved (if not already defaulted)
• Organisation code, key EDT (if there is no default value)
• View Org Characteristic Profile, key Y (if not already defaulted)
• Source, key INT
• DOR, key T (today)
• Action, key I > Continue > [Enter]

Go to Step 3.

Any previous service reason(s) for a terminated agreement must be end dated on the Agreement Details (OSAS) screen before continuing.

On the Agreement Details (OSAS) screen:

• ‘S’elect the Agreement ID for the applicable service reason (CCS) > Continue > [Enter]

On the OSAB screen, in these fields:

• Agreement Start Date, key date the contract was approved
• Source, key INT
• DOR, key T (today)
• Action, key I > Continue > [Enter]

On the Org Characteristic Type Summary (OCTS) screen, select:

• the Characteristic Enquiry Group > Superannuation characteristic
• Continue > [Enter]
• when the message ‘Superannuation Characteristics will be added, please confirm’ displays:
• Confirm Super, key Y
• Continue > [Enter]

Go to Step 6.

Businesses can only be approved to use CCeS under one of the business categories as defined in the CCeS policy. The business category allocated must match the market sector coded on the Org Market Sector Select (OCMS) screen.

Note: do not use the market sector ‘Other’ (OTN) on any business records as it is not a business category in the CCeS Policy.

Where a business appears to qualify for various business categories, determine the most suitable one based on the main activities of the business.

Only give businesses access to the minimum amount of information needed to confirm entitlement to a concession, rebate or service.

Non-standard is only selected when a business has been approved to receive additional information not available in the standard Characteristic Set. The assessor determines this. See the Resources page in Add or remove characteristics for CCeS businesses for a list and descriptions of the CCeS characteristics.

On the OCMS screen, in these fields:

• 'S’elect the Market Sector required as determined in the Business Application Assessment Worksheet (BAAW). This is the category the business fits into under the CCeS Policy and Terms. For example, welfare or utilities
• Standard (Y/N), using the assessment from the BAAW, consider if the business requires standard or non-standard characteristics for its market sector. Key:
• Y for a standard profile, or
• N for a non-standard profile
• Source, key details
• DOR, key date of receipt
• Action, key details > Continue > [Enter]
• Confirm the detail, key Y

Select Continue > [Enter].

If the business is being allocated:

• standard characteristics, go to Step 4
• non-standard characteristics, go to Step 5

On the Org Characteristics Details (OCCD) screen, select Continue > [Enter] until the Org Work Unit Summary (OWUS) screen displays.

Go to Step 6.

The Org Characteristic Income Details (OCID) screen displays the standard characteristics for the Market Sector:

• select Continue
• if the Org Service Fee Details (OSFD) screen displays, do not key anything on this screen

Go to Step 7.

Go to the Org Characteristics Details (OCCD) screen.

Note: there are 2 OCCD screens. Go to both screens (using the Move Right and Move Left buttons) as part of this update. Skipping a screen can result in an incorrect characteristic profile for a business.

If characteristics display with a Y next to it, only select these characteristics if they are required by the business. The system will not add a characteristic with a Y unless it is ‘S’elected.

To add new characteristics on the OCCD screen:

• on screen 1:
• select S against all characteristics the business is being given access to, as per the BAAW. If selecting the Date Paid To, Payment End Date, Payment Status and/or Date of Grant characteristics, select at least one Payment Type characteristic to prevent an error
• go to screen 2 to add more characteristics
• on screen 2:
• select S against all characteristics the business is being given access to. If selecting the Date Paid To, Payment End Date, Payment Status and/or Date of Grant characteristics, select at least one Payment Type characteristic to prevent an error
• do not go back to screen 1 or updates made to screen 2 will be lost
• Action, key I > Continue > [Enter
• Confirm, key Y
• select Continue > [Enter] until the OWUS screen displays
• go to Step 6

See the Resources page in Add or remove characteristics for CCeS businesses for more information about adding CCeS characteristics.

If the business is being allocated non-standard characteristics:

• the OCID screen displays all available characteristics. If characteristics display with a Y next to it, only select these characteristics if they are required by the business. The system will not add a characteristic with a Y unless it is selected
• select S against all characteristics the business is being given access to as per the BAAW
• in these fields:
• Action, key I > Continue > [Enter]
• Confirm the detail, key Y > Continue > [Enter]
• if the Org Service Fee Details (OSFD) screen displays, do not key anything on this screen
• go to Step 7

A new work unit must be added when processing a new business application. Previous work units cannot be restored. On these screens:

• Org Work Unit Summary (OWUS). In these fields:
• Add New Work Unit, key Y
• Source and DOR, key details > Continue > [Enter]
• Work Unit Details (OWUD). In these fields:
• Work Unit Name, key CCS
• Application Code, key CCS
• Action, key I > Continue > [Enter]
• Confirm the detail, key Y (if N has defaulted, delete it) > Continue > [Enter]
• Org Characteristic Type Summary (OCTS):
• select the relevant Characteristic Enquiry Group
• Continue > [Enter]
• Confirm the characteristic, key Y (if displayed) > Continue > [Enter]
• OCCD, select all characteristics displayed. In these fields:
• Action, key I > Continue > [Enter]
• Confirm the detail, key Y > Continue > [Enter]

When the OCTS screen displays, go to Step 7.

A new work unit must be added when processing a new business application. Previous work units cannot be restored. On these screens:

• Org Work Unit Summary (OWUS):
• Add New Work Unit, key Y
• Source and DOR, key details > Continue > [Enter]
• Work Unit Details (OWUD):
• Work Unit Name, key Super
• Application Code, key CCS
• Action, key I > Continue > [Enter]
• Confirm the detail, key Y (if N has defaulted, delete it) > Continue > [Enter]
• Org Characteristic Type Summary (OCTS):
• select the relevant Characteristic Enquiry Group, Superannuation
• Continue > [Enter]
• when the message ‘Superannuation Characteristics will be added, please confirm’ displays, Confirm the Super characteristic, key Y
• Continue > [Enter]

Note: work units do not need to be added for Income Confirmation.

Go to the Assessment Results (AR) screen to finalise the activity:

• record details on a DOC including:
• the new business application
• updates made to the businesses record
• any additional conditions applied, and
• referral decision document (if applicable)

For Customer Confirmation and Income Confirmation only:

• if the business has requested to use CCeS batch enquiries or web services (system to system):
• email the Confirmation Services Helpdesk who will engage with the business in regards to testing requirements
• once testing is complete, the helpdesk will email National Business Gateway Business Applications confirming that the additional service reason can be added to the business record
• go to Step 8

For Superannuation Confirmation, go to Step 8.

The SA445 provides a way for businesses to apply for access to Centrelink Business Online Services to access programs electronically. Access roles are processed in Registration and Access Management for Business (RAMB) using the details provided on the SA445.

Existing business records

Check if the business has an existing record and complete SA445 processing. See Centrelink Business Online Services (CBOS) access for deduction and confirmation programs.

New business records

For a new business, a shell record in RAMB is automatically created once the work unit activity is finalised.

Open a web browser and key myhsi > [Enter]:

• from the list, select Registration and Access Management for Business
• open RAMB and select the View/Update Organisation link
• key the CRN > Continue:
• for new business records only, select Change Details and update all details (including an Authorised Officer as the Contact and ABN from the business application)
• select the Organisation Type from the list > select relevant Change Reason > Finalise

Select Change Roles. Only add the appropriate business line access for Centrelink Confirmation eServices that the business is being approved to use. If giving the business access to:

• Customer Confirmation, for:
• Centrelink Confirmation, select CCoP Centrelink Confirmation User
• Department of Veterans’ Affairs, select CCoP DVA User
• Income Confirmation, select CCoP IC Business User
• Superannuation Confirmation, select CCoP Superannuation Confirmation User
• Note: batch enquiry roles are added by the Confirmation Services Helpdesk following the completion of a successful testing exercise if required

Select Continue > in the Role(s) Add Reason, use Agreement Started > Finalise

Overseas users on SA445

If the SA445 indicates an entity or user is located overseas, do not process the SA445 - it must be referred to TPP to follow up the details of the arrangements, see Centrelink Business Online Services (CBOS) access for deduction and confirmation programs. Once a referral has been made to TPP, continue to process the business application.

Go to Step 9 when all access required has been added or referral for overseas users has been made.

Create a manual Q821 approval letter (including any additional conditions).

Scan to the record, and:

• attach a copy of the letter and all relevant User Guides to an email and send it to the business to notify the application was approved
• email TPP to notify when a new business is approved

For example, a business approved to use Customer Confirmation has lodged an application to use Income Confirmation, which is being rejected.

Is the business approved for a CCeS service reason, which is different to the one that is being rejected?

• Yes. To reject an application for:
• Customer Confirmation and Superannuation Confirmation, go to Step 3
• Income Confirmation, go to Step 4
• No, there are no existing CCeS service reasons. Go to Step 2

In Customer First (ISS system, Env B), go to the business’ record/CRN, run the Contract Management Workflow via:

• Customer First > Workspace > Organisations and Merchants - Legacy > Centrelink confirmation services contract page

Update all details in the workflow using the information from the business application:

• Contract versions, select the version number from the business application form, policy and terms
• Business Applications Details, select the legal entity type
• Assessments, refer to Questions 19, 20 and 21 on the business application:
• if Question 21 is answered Yes, select Yes to Clearance from Attorney Generals Department and select Yes to Business complies with licence requirements. Otherwise, key N/A in both fields
• if Question 24 has a licence number included, key the license number
• Type of Service, select relevant service(s):
• Customer Confirmation
• Department of Veterans’ Affairs Confirmation
• Income Confirmation, or
• Superannuation Confirmation
• Delivery method, select Single Enquiry Service (SES)
• Additional Information, leave blank
• Hand-off required, select No
• Date, select date the business application was received
• Application status, in Contract/Agreement Approval Status, select Rejected. Leave the Comments box blank
• select Finalise
• a warning displays with the message ‘Check Contract status/details are updated corrected’. Finalise the workflow

The Contract/Agreement Summary will show the Application Status as Rejected.

For:

• Customer Confirmation and Superannuation Confirmation, go to Step 3
• Income Confirmation, go to Step 4

To reject a business application, there must be an Agreement ID on the OSAS screen:

• go to the OSAS screen, 'S'elect the Service Reason line from the list > Continue > [Enter]
• on the OSAB screen, in these fields:
• Start Date, leave the default date (date the application was received)
• End Date, key T
• Terminate Agreement, key Y
• Source, key INT
• DOR, key T
• Action, key I
• Continue > [Enter]

Go to Step 5.

To reject a business application, there must be an Agreement ID on the OSAS screen:

• go to the OSAS screen, 'S'elect the Service Reason line from the list > Continue > [Enter]
• on the OSAB screen, in these fields:
• Start Date, leave the default date (date application was received)
• End Date, key T
• Organisation Code, key EDT
• Terminate Agreement, key Y
• Source, key INT
• DOR, key today’s date
• Action, key I
• Continue > [Enter]

Go to Step 5.

Go to the Assessment Results (AR) screen to finalise the activity:

• record details on a DOC of the new business application and clearly state the:
• reasons it was rejected, and
• details of any updates made to the businesses record
• if a referral was made to CCeS Program team, include details in the DOC
• on the business record, upload:
• the referral decision document (if applicable), and
• all documentation

Go to Step 6.

To notify the business their application has been rejected:

• create a manual Q822 rejection letter
• scan to the record
• attach a copy of the letter to an email, and
• send it to the business to notify the outcome of their application

Procedure ends here.

Does the business want to appeal the decision for their CCeS business application?

• Yes, go to Step 2
• No, procedure ends here

A request to appeal a decision to reject a CCeS business application must be made in writing within 10 business days of the business being notified of the decision.

The request must include:

• the reasons for seeking the review, and
• any new information and evidence to support the request

The Original Decision Maker (ODM) must immediately review the decision as well as any new information. Delegations for original decisions for CCeS business applications are:

• the assessor of the original business application, or if unavailable
• an appropriately skilled Service Officer

Has the ODM varied their decision?

• Yes, go to Table 1
• No, go to Step 3

If the original decision is not varied, an independent review of the decision is required by the CCeS Program team.

Email a request with all supporting documentation to the CCeS Program team within 24 hours of the request being received, and scan to the business record.

Include these details in the email:

• Background summary. For example:
• dd/mm/yy - CCeS business application submitted
• dd/mm/yy - business application rejected due to [reason]
• dd/mm/yy - business lodged appeal with reasons of [insert]
• ODM details, add name, position
• Attachments, list all documents attached to email
• Due date, request date + 20 business days

Requests for additional information may be received from the CCeS Program team.

If advice is received from the CCeS Program team that the original decision is:

• being varied and the business application is to be approved, go to Table 1
• not varied, advise the business of the outcome of their appeal. Procedure ends here