Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA) 009-03110010

This is a Family and Domestic Violence Interaction Point. If the customer is with another person, on speaker phone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

Customers in immediate danger or risk of harm must call 000.

If you have concerns about a child's safety, conduct the risk and referral process.

This page contains the process steps for change of circumstance which may result in cancellation or suspension or CP and/or CA.

Step	Action
1	A change in circumstances may result in cancellation of CP and/or CA Service officers must be mindful of permission to enquire rules and not release information if the person contacting has no permission to enquire. Service officers must not: send Fast Notes to CD1 relating to information provided by the carer, or allegations received from third parties or care receivers record allegations the carer is no longer providing care on the carer or care receiver's record record allegations of family and domestic violence within the carer/care receiver relationship on the carer or care receiver's record This information is accessible under Freedom of Information (FOI) and places the reporter and the care receiver at risk.
2	Family and Domestic Violence and Carer Neglect If any party discloses, or it is suspected a child is affected by family and domestic violence (FDV), follow the Risk identification and management of threats to the safety or welfare of a child. Has there been any allegations, from any party, relating to carer neglect within the carer/care receiver relationship or it is suspected? Yes, see Reporting, reviewing and actioning reports of carer neglect. Procedure ends here No, go to Step 3
3	A change in circumstances to be investigated If service officers: receive allegations, from any party, relating to potential fraud, or staff suspect there is. See Report suspected fraud and corruption. Procedure ends here identify correspondence has been returned from the carer or care receiver's address. See Return to sender (RTS) mail for Centrelink. Procedure ends here are allocated a Manual Follow Up (MFU) for a returned payment. See Reissue a payment returned from financial institution – includes deceased customers. Procedure ends here are allocated an MFU for a 'Request for Information' which has not been responded to, see Table 3 >Step 1 are allocated an MFU or handoff from the Report Employment Income online service due to the carer’s employment or self-employment income precluding payment see Table 5 > Step 1 are making an update to employment or self-employment income resulting in CP cancelling for reason 12F or INC including where the warning ‘W038PN Check possible eligibility for extended SUS period’ presents, see Table 5 > Step 1 are allocated an MFU due to CP cancelling for reason RBE or HBE, see Carer or care receiver is absent from care for Carer Payment (CP) and/or Carer Allowance (CA) are allocated an MFU from the Families team advising that a child has left care, go to Step 6 are advised of a change in circumstances and no carer neglect is identified or suspected within the carer/care receiver relationship, by the: carer (or care receiver or a third party with the required authority), go to Step 4 care receiver or a third party and they do not have the required authority, see Accepting information from and disclosing information to a care receiver or third party
4	Update the carer's change of circumstance If the carer (or care receiver/third party if authorised): advises they (the carer) are in prison or psychiatric confinement, see Carer or care receiver is absent from care for Carer Payment (CP) and/or Carer Allowance (CA). Procedure ends here advises they are undertaking paid employment or self-employment, see Carer Payment (CP) and Carer Allowance (CA) carer undertakes paid employment, self-employment, voluntary work, education or training activities. Procedure ends here advises the care receiver has permanently entered an institution see Care receiver permanently enters or temporarily/permanently leaves an institution. Procedure ends here reports the care receiver has died, see Centrelink - Notification, confirming and recording a death. Procedure ends here advises they have separated from their partner, and: the separation has not already been notified and assessed, see Change in relationship status from partnered to single. Procedure ends here their partner was the care receiver, and the separation has been notified and assessed, go to Step 5 advises a change of address, see Change of address for Carer Payment (CP) and Carer Allowance (CA). Procedure ends here advises they have ceased to provide care to the care receiver, or the care receiver has left care of the carer, go to Step 5 advises their (or combined if partnered) Adjusted Taxable Income (ATI) is above the allowable limit and they receive CA. See Table 2 on the Manually issue a staff initiated CA income review subtab in the Carer Allowance (CA) income reviews. If they also receive an income support payment, they may need to update their income. See Recording and correcting employment income details. Procedure ends here requests cancellation of CP and/or CA and does not want to provide any additional information or the reason why, go to Step 9
5	Check if the carer is receiving Carer Payment and/or Carer Allowance Check if the carer is receiving Carer Payment and/or Carer Allowance. In the Carer record go to the CRS screen and select the care receiver. In next, go to the Carer General Information (CGI) screen and press [Continue]. Linked carers will display default values in the following fields: Carer Name CRN Carer Payment Carer Allowance
6	Change of care/care receiver has left care Once the change in care has been recorded, the system will auto-cancel CP and/or CA for the carer. While CP can be cancelled from a future date, CA cannot. To update a change of care/care receiver leaving care, access the Carer Receiver Task Selector (CETS) screen in Customer First. To do this for: an adult, or a child with an adult Centrelink record: go to the care receiver's record open the Care Receiver Summary (CRS) screen 'S'elect 'Self' and press [Continue] a child care receiver (under 16 years of age) with a child record: in the carer's record go to the CRS screen 'S'elect the child care receiver, press [Continue] Is the carer receiving CA for the care receiver? Yes, go to Step 7 No, go to Step 8
7	Coding change of care/care receiver has left care for Carer Allowance From the CETS screen, select Care Details, press [Continue]. Code the following fields for CA in the section 'Carer Allowance Care Details' Effect Date: day after care ceased Carer CRN: select from the dropdown menu Relationship to Carer Receiver: select from the dropdown menu Does the Carer Live Separately: select the following Yes: Living Separately fields will show No: Living Together fields will show Other Carer Details: free text field Complete the Source: and Receipt Date: fields If living separately, code the following Paid Relevant Minimum Wage: select Yes or No Provides Daily Care field: select Yes or No Shared Care: select from the dropdown menu Hours of care per week as verified by CSO: Select from the dropdown menu Hours of care per week as advised by the customer: Key value between 0-168 If living together, code one of the following fields: Care Days: number of days the care receiver is in the carer's care each fortnight. Value between 0-14, or Care%: value between 0-100 Select [Add] once all fields are coded Note: a value must be keyed in either the care days or care % field, but not in both. For the purposes of cancelling CA, it is recommended that staff code either 0 days, or 0 % if care has ceased. Is the carer also receiving CP? Yes, go to Step 8 No: Complete the Source and Receipt Date fields Go to the assessment results (AR) screen and finalise the activity Go to Step 11
8	Coding change of care/care receiver has left care for Carer Payment From the CETS screen select Care and Institution Details, press [Continue]. Code the following fields for CP in the section 'Carer Payment Care Details': Date of Event: enter the relevant Date of Event (DOV). Note: the DOV is usually the day after the care receiver left care or the care changed. While CP can be cancelled from a future date, CA cannot Carer CRN: select from the dropdown menu Carer is: select the relationship of the carer to the care receiver from the dropdown menu Constant care: select from the dropdown menu Complete the Source: and Receipt Date: fields Select [Add] once all fields are coded Go to the Assessment Results (AR) screen and finalise the activity Go to Step 11
9	Carer requests cancellation of CP and/or CA The code CLR - withdrawn/voluntary surrender - is only to be used where the carer has requested cancellation of CP and/or CA and does not want to provide more information or the reason why. If the customer has requested cancellation and cannot/will not provide further information, cancel CP and/or CA in Customer First using the Carer cancellation and suspension workflow. Note: staff can cancel both CP and CA in the same activity, if applicable. To cancel CP and/or CA: select the Carer cancellation and suspension workflow to cancel CA at the care receiver level: Select the relevant care receiver(s) Reason: select CLR: Withdrawn/Voluntary Surrender from the dropdown menu Action: will automatically populate Date of Effect: This is usually the date the carer requests cancellation (see Resources for example) While CP can be cancelled from a future date, CA cannot to cancel CA at the carer level: Reason: select CLR: Withdrawn/Voluntary Surrender from the dropdown menu Date of Effect: This is usually the date the carer requests cancellation (see Resources for example) While CP can be cancelled from a future date, CA cannot to cancel CP at the carer level: Reason: select CLR: Withdrawn/Voluntary Surrender from the dropdown menu, Date of Effect: This is usually the date the carer requests cancellation Code Source and Receipt Date Select [Continue] The carer cancellation and suspension workflow will automatically create a DOC using the Notepad function. The DOC will include: suspension or cancellation reason Date of Effect (DOE) Act Reference Check the DOC and include the reason for making the decision to cancel payment CLR, and record any additional notes if applicable Select [Continue] Review the AR screen and finalise the activity Cancellation/Suspension DOC will only display once the activity has been approved in the Quality Online Tool (QOL) tool. Any activities selected for QOL should be released unless another error is identified. If the workflow is unavailable or not working, go to Step 10.
10	Manual coding - carer requests cancellation of CP and/or CA The code CLR -withdrawn/voluntary surrender - is only to be used where the carer has requested cancellation of CP and/or CA and does not want to provide any other details or the reason why. To cancel CP or CA at the carer level take the following action in the carer's record using Customer First. Go to the Benefit Action (BA) screen and code the following fields: Service Reason, key 'CAR' (for CP) or 'CDA' (for CA) Action: select 'CAN - Cancel' from the dropdown menu Reason: select 'CLR - Withdrawal/Voluntary Surrender' from the dropdown menu Effect Date: This is usually the date the carer requests the cancellation (see Resources for example) Code Source and Receipt Date fields Select [Submit Change] Go to the AR screen and finalise the activity DOC the cancellation on the carer's record, include the reason for making the decision to cancel payment CLR, and record any additional notes if applicable To cancel CA at the carer level take the following action in the carer's record using Customer First: Go to the Care Receiver Summary (CRS) screen Select the relevant care receiver Go to the Care Receiver Benefit Action (CJBA) screen and code the fields Select [Continue] go to the AR screen and finalise the activity DOC the cancellation on the carer's record, include the reason for making the decision to cancel payment CLR, and record any additional notes if applicable
11	Record details In the carer's record create a DOC and record details. If the care receiver is a child and the carer is receiving Family Tax Benefit (FTB), check whether FTB is still payable. See Child leaves customer's care/custody. If the carer and care receiver are partners, they may be entitled to be assessed as being separated from their partner due to ill health. See Assessment of circumstances for a couple separated due to illness. Go to Step 12.
12	Check payment(s) have cancelled Go to the carer’s record and check their payment status. Note: when coding has been completed on the care receiver’s record, these changes may take time (sometimes overnight) to ripple across to the carer’s record and may depend on the type of care relationship (for example, partners, parent/child). Staff are encouraged to monitor the carer’s record for 24 hours following the updates to the care receiver’s CDCR/CRCI screens. See Ripple manager consequences. Has CA and/or CP cancelled? Yes, procedure ends here No, go to Step 13
13	Payment(s) not cancelled To make sure the updates correctly apply, and payment(s) will cancel take the following action. Run the Daily Driver (DDR) by keying 'DDR' in the Next field and select [Enter] For Carer Payment Go to the carer's record Update the system - PEN Go to the Benefit Action (BA) screen - Svc Rsn: 'CAR' - Action: 'REA' (Reassess) - Reason: leave blank - Effect Date: DOV of cancellation Complete Source and Receipt Date fields Key 'AR' in the Next field and select [Continue] Finalise the activity Annotate the DOC on the carer's record to note the action taken to cancel the payment For Carer Allowance update Go to the carer's record Update the system: ISS Go to the Care Receiver Summary (CRS) screen 'S'elect the relevant care receiver Go to the Care Receiver Benefit Action (CJBA) screen and update the relevant fields - Svc Rsn: 'CDA' - Action: 'REA' (Reassess) - Reason: leave blank - Effect Date: DOV of cancellation Select [Continue] Key 'AR' in the Next field and finalise the activity Annotate the DOC on the carer's record to note the action taken to cancel the payment

Update your caring details online task

Table 2

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Step	Action
1	Manual cancellation for CA using Process Direct If the carer has not completed the 'Update your caring details' online task within 14 days a work item is allocated to service officer's via Process Direct. Is the carer's CA current? Yes: Manually cancel CA 'failed to reply to correspondence' (FRC) in Process Direct Select the work item Caring Detail Review for Carer Allowance. The Customer and Claim information details screen will display Select then select Update DOR to display the Update Date of Receipt screen change the Receipt Date to: Day 15, if it is within the current entitlement period Date paid to + 1, if carer has been paid since day 15 select Update > Process from the Task Selector screen, select CJBA - Carers Benefit Action and select Next to display the Care Receiver Benefit Action screen select Add to display Create Care Receiver Benefit Action popup and update the relevant fields select Save a provisional cancellation activity will appear on the Care Receiver Benefit Action (CJBA) screen. Select Next select Assess the carer's entitlement to CA is displayed on the ELD screen check the expected outcome has occurred. Select Finish a pop up window will display with prepopulated text, including the Social Security Act reference. Add additional comments regarding the decision in Notes. The comments will appear in Notes tab select Finish. The work item Carer Allowance Questionnaire Review status will change to completed Procedure ends here No, go to Step 2
2	Cancel task in Process Direct If the carer's CA has already been cancelled and the work item no longer needs to be updated, staff will need to cancel the task. In Process Direct, select Inbox: Main Category: Online Intervention CRN: Customers CRN select Go from the Work item list, select the open Carer Allowance Questionnaire Review select Status > > Cancelled > Reason, select appropriate code > Save

Cancellation or suspension Failed to Reply to Correspondence (FRC)

Table 3

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Step	Action
1	Cancellation or Suspension - Failed to Reply to Correspondence (FRC) Cancel or suspend the payment in Customer First if the customer: has failed to reply to correspondence, and their payment is still current The date of effect of the determination is generally the day following the expiration of the time allowed to respond. Where the customer has already been paid for this date, the date of effect for the suspension/cancellation will be Date Paid To (DPT) plus 1. Check the carer and care receiver's record to make sure the requested information has not been returned and the customer has not already attempted or made contact. To cancel or suspend CP and/or CA: select the Carer cancellation and suspension workflow to cancel CA at the care receiver level (see the Background page for a definition of 'at care receiver level'): Reason: select FRC: Failed to Reply to Correspondence from the dropdown menu Action: this will auto populate with cancel Date of Effect: to cancel or suspend CA at the carer level: Reason: select FRC: Failed to Correspondence from the dropdown box Action: select from the dropdown menu Date of Effect: to cancel or suspend CP at the carer level: Reason: select FRC: Failed to Reply to Correspondence from the dropdown menu Action: select from the dropdown menu Date of Effect: Code Source and Receipt Date Select [Continue] The Carer cancellation and suspension workflow automatically creates a DOC using the Notepad function. The DOC will include: suspension/cancellation reason Date of Effect (DOE) Act Reference Check the DOC and record any additional notes, if needed Select [Continue] Review the AR screen and finalise the activity Cancellation/Suspension DOC will only display once the activity has been approved in the Quality Online Tool (QOL) tool. Any activities selected for QOL should be released unless another error is identified. Staff can cancel/suspend both CP and CA in the same activity, if applicable. If the workflow is unavailable or not working, go to Step 2. Note: if a customer received a Crisis Payment in the period the change is applied, a manual reassessment of Crisis Payment may be required. For more information, see Reviewing and reassessing Crisis Payment (CrP).
2	Manual coding - cancellation/suspension FRC To cancel/suspend CP or CA at the carer level take the following action in the carer's record using Customer First. Go to the Benefit Action (BA) screen and code the following fields: Service Reason, key 'CAR' (for CP) or 'CDA' (for CA) Action: select 'CAN - Cancel' or 'SUS - Suspend' from the dropdown menu Reason: select 'FRC - Failed to Reply to Correspondence' from the dropdown menu Effect Date: Code Source and Receipt Date fields Select [Submit Change] Go to the Assessment Results (AR) screen and finalise the activity DOC the cancellation on the carer's record To cancel CA at the care receiver level take the following action in the carer's record Select the relevant care receiver from the CRS screen Go to the Care Receiver Benefit Action (CJBA) screen and code the relevant fields Select [Continue] Go to the AR screen and finalise the activity DOC the cancellation on the carer's record Note: If a customer received a Crisis Payment in the period the change is applied, a manual reassessment of Crisis Payment may be required. For more information, see Reviewing and reassessing Crisis Payment (CrP).

Cancellation or suspension when carer is in prison or psychiatric confinement

Table 4

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Step	Action
1	Suspend or cancel Carer Payment (CP) and or Carer Allowance (CA) Suspend/cancel CP and/or CA in Customer First using the Carer cancellation and suspension workflow. Staff can suspend/cancel both CP and CA in the same activity, if applicable. If the absence is: less than 13 weeks, suspend, or more than 13 weeks, cancel To suspend/cancel CP and/or CA: Select the Carer cancellation and suspension workflow To cancel CA at the carer level: Reason: select IMP: Imprisonment from the dropdown menu Date of Effect: This is the date after the carer is confined Note: while CP can be cancelled from a future date, CA cannot To cancel CP at the carer level: Reason: select IMP: Imprisonment from the dropdown menu Date of Effect: This is the date after the carer is confined Code Source and Receipt Date Select [Continue] The Carer cancellation and suspension workflow will automatically create a DOC using the Notepad function. The DOC will include: suspension or cancellation reason Date of Effect (DOE) Act Reference Check the DOC and record any additional notes, if needed Select [Continue] Review the AR screen and finalise the activity Cancellation/Suspension DOC will only display once the activity has been approved in the Quality Online Tool (QOL) tool. Any activities selected for QOL should be released unless another error is identified. If the workflow is unavailable or not working, go to Step 2.
2	Manual Coding - carer in prison or psychiatric confinement To cancel CP or CA at the carer level take the following action in the carer's record using Customer First: Go to the Benefit Action (BA) screen and code the following fields: Service Reason: 'CAR' (for CP) or 'CDA' (for CA) Action: 'SUS - Suspend' or 'CAN - Cancel' Reason: 'IMP - Imprisonment' Effect Date: This is the date after the carer is confined Code Source and Receipt Date fields Select Submit Change Go to the AR screen and finalise the activity DOC the cancellation on the carer's record

Suspension when a carer has employment or self-employment which precludes them from payment

Table 5

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Step	Action
1	CP cancelled or provisionally cancelled due to employment or self-employment income CP customers who have their payment reduced to nil due to income (including their own income from employment or self-employment), may be eligible to have their payment suspended instead of cancelled. Has the customer’s CP already been cancelled? Yes, and the cancellation reason is: 12F - Earnings preclude for 12 consecutive f/n, go to Step 3 INC - Excess income, go to Step 4 No, go to Step 2
2	Started activity is resulting in cancellation If a started activity is showing a cancellation on the Assessment Results (AR) screen or Entitlements (ELD) screen, check that income has been recorded correctly. If it has not been recorded correct make any necessary changes. If the AR or ELD screens are showing a result of: CAR/CAN-12F, go to Step 3 CAR/CAN-INC, go to Step 4
3	Employment income precludes payment Carers who have employment income which precludes them from payment are eligible to enter an employment income nil rate period for up to 12 fortnights (24 weeks). If the carer’s income still precludes them from payment at the end of the employment income nil rate period, they may be eligible to have their Carer Payment suspended. The suspension period is for a maximum of 26 weeks, starting concurrently from the day the customer entered the employment income nil rate period. To assess if the carer is eligible for an extended suspension, go to Step 5
4	Carer has excess income Does the carer have any self-employment income coded on the Real Estate Business (REBS) screen for themself (not their partner)? Note: self-employment income will show with type codes NPT, FPT, NST, FST or ROC. Yes, go to Step 5 No, the carer is not eligible to enter a suspension. Cancellation for reason ‘INC - Excess income’ is correct. If the activity resulting in cancellation has not been finalised, make sure that all necessary updates have been coded and finalise the activity. Procedure ends here
5	Assess eligibility for suspension Service officers can only suspend CP if the carer resides in Australia and meets all other eligibility criteria. Note: carers can be considered to meet the eligibility criteria for income if they entered an employment income nil rate period. To determine if the customer resides in Australia, see Deciding if a customer is residing in Australia. Is the customer residing in Australia? Yes, go to Step 6 No, the carer is not eligible to enter a suspension. If the activity resulting in cancellation has not been finalised, make sure that all necessary updates have been coded and finalise the activity. Procedure ends here
6	Coding the suspension Make updates in the carer's record. If CP has already been cancelled, run the Carer cancellation and suspension workflow. If the workflow does not work or the cancellation result is in a started activity, code the suspension manually. For manual coding instructions, go to Step 7. In the Carer cancellation and suspension workflow, under Carer Payment select: Reason: IPE: Emp/Self Emp Inc Preclude Entitlement Action: Suspend Date of Effect: the same Date of Event the cancellation of 12F or INC was applied select Continue Finalise the activity on the Assessment Results (AR) screen. Tell the carer: the outcome about their review and appeal rights, and how they can request a restoration. If the carer also receives CA and they are no longer exempt from the CA income test, the carer will be notified to complete the review The workflow should automatically create a suspension DOC on the Document List (DL) screen. If this does not occur, record details on a DOC in the carer's record using the Fast Note Auto text Generic > SUS/CAN/RES > Suspend Cancel reason. Update the Act Ref to s95CA. The decision to suspend CP is made under Section 95CA of the Social Security (Administration) Act 1999. Note: if a customer has received Crisis Payment and a change has occurred, a manual reassessment of Crisis Payment may be required. See Reviewing and reassessing Crisis Payment (CrP). Procedure ends here.
7	Coding the suspension manually Code the suspension manually on the Benefit Action (BA) screen. In the following fields, key: Service Reason: 'CAR' Action: 'SUS' Reason: 'IPE' Effect Date: The same Date of event (DOV) the cancellation of 12F or INC was applied Finalise the activity on the Assessment Results (AR) screen Tell the carer: the outcome their review and appeal rights and about any other payments they may qualify to receive. If the carer also receives CA and they are no longer exempt from the CA income test, a CA income review is required and will automatically create. If so, the carer will be notified to complete the review Record details on a DOC in the carer's record using the Fast Note Auto text Generic > SUS/CAN/RES > Suspend Cancel reason. Update the Act Ref to s95CA. The decision to suspend CP is made under Section 95CA of the Social Security (Administration) Act 1999. Note: if a customer has received Crisis Payment and a change has occurred, a manual reassessment of Crisis Payment may be required. For more details, see Reviewing and reassessing Crisis Payment (CrP).

Operational Information

Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA) 009-03110010

On this page:

Change of circumstance

Update your caring details online task

Cancellation or suspension Failed to Reply to Correspondence (FRC)

Cancellation or suspension when carer is in prison or psychiatric confinement

Suspension when a carer has employment or self-employment which precludes them from payment