Cancellation, suspension and rejection codes for Carer Allowance (CA) 009-03110080

This page contains information to assist Service Officers making a decision on the system to cancel or suspend Carer Allowance (CA) or to reject a claim for (CA). The list of reason codes is preceded by a Legend explaining the codes.

Category	Description
1	Status Initially, each care receiver is assessed, and a result displayed on the Care Receiver Assessment Results (CJAR) screen. This result then is used in the assessment of the carer and the final result for each claim shown on the Benefit Action (BA) screen. A carer's claim can be cancelled or rejected for qualification for one care receiver, which would display as Cancelled (CAN) or Rejected (REJ) on CJAR, but still be current for another care receiver. The carer receives a payment of CA for each care receiver, so where one care receiver is cancelled, the payment ceases for that care receiver, but will continue for each current care receiver. The carer's benefit status line will still show as Current (CUR). Where all care receivers lose qualification, the carer is automatically cancelled. The benefit status line will show CAN/NDE which expands to literal 'No Dependants Eligible', but in fact means 'No Qualifying Care Receiver'. The care receiver's assessment reason is not shown in the benefit status line of the carer because it does not relate to them. Where a carer loses qualification, the appropriate details should be coded on the carer's record and the appropriate result will display or be coded on the BA screen. The carer's benefit status line will reflect a cancellation with the appropriate code.
2	Code This is the 3 letter code for the cancellation, suspension or rejection reason. It is displayed on the customer's status line and is used if able to code manually. In the Carer Cancellation and Suspension workflow, Service Officers can enter the 3 letter code or select the reason from a drop down list.
3	Literal This is the expansion of the code as it appears on BA screen or the Care Receiver Benefit Action (CJBA) screen. CAN = Cancel SUS = Suspend REJ = Reject Note: when rejecting a carer's claim for failing to reply to correspondence (FRC), allow 22 days (14 days plus postage) before rejecting the claim.
4	Legend A = Adult - Care Receiver C = Non-Saved Child - Care Receiver S = Saved Child - Care Receiver H = Health Care Card (HCC) Only - Care Receiver
5	Who can restore The following tables indicate whether the CA may be restored at a Smart Centre Telephony, a Service Centre or a Processing Centre. The Document List (DL) screen should always be checked for information regarding the suspension as in some cases it may not be appropriate to restore at the first point of contact. Any trained staff member can action the record where no icon shows for a specific channel.
6	Rejected claims If the carer requests a reassessment and CA was rejected within 13 weeks, see Progress of claim - Carer Payment (CP) and/or Carer Allowance (CA) If CA was rejected more than 13 weeks ago, or the carer does not understand or does not agree with the decision, they can request an explanation or apply for a formal review of the decision. See Reviews and appeals. Encourage the carer to lodge a new claim.

Care Receiver - Automatic suspension, cancellation and rejection codes list

Table 2

Customer and code type

Codes

Care receiver - Automatic codes

16C, 16U, AHS, ASL, BVP, CGR, CNM, CPA, CPC, CPS, CRI, CRR, CTN, DEA, HSP, LCC, MRN, NWA, NWE, O26, OCI, OTH, POB, QTN, RBE, RDC, RNR, RRQ, SRP, THS, TSL

Care Receiver - Automatic suspension, cancellation and rejection codes

Table 3

Reason Code	Description	Valid Action Codes	Legend	Restoration (does not apply to REJ)
16C	Care Receiver aged 16 or more	CAN, REJ	C,H
16U	Care Receiver under 16 years of age	CAN, REJ	A
AHS	THP score less than 12.00	CAN, REJ	A
ASL	Total of THP & Carer scores less than 30.0	CAN, REJ	A
BVP	Bereavement Period Ended - Auto	CAN	A,C	No
CGR	Care Giver is a Care Receiver (Adult)	CAN, REJ	A
CNM	Care requirements not met	CAN, REJ	A
CPA	Carer Payment current, CA (auto) granted	GRA, REA	C
CPC	Carer Payment Cancelled, CA (auto) cancelled	CAN	C
CPS	Carer Payment suspended, CA (auto) cancelled	CAN	C
CRI	Care Receiver Proof of Identity not supplied	CAN, REJ	A
CRR	Care Receiver is a Care Giver of an Adult	CAN, REJ	A
CTN	Customer questionnaire not returned	CAN, REJ	C
DEA	Death	CAN, REJ	A,C,H,S	See Undoing a death action
HSP	Hospitalisation bank exceeded	CAN, REJ	A,C,H,S	Reclaim is necessary. Only restore if cancellation was due to an error and the error is corrected.
LCC	Not in Care	CAN, REJ	C,H,S
MRN	Medical Review - not returned	CAN	A,C,H
NWA	NARWP assessment not met	REJ	A,C,H,S
NWE	Non Exempt NARWP	CAN	A,C,H,S	Only restore if cancellation is due to an error and the error has been corrected.
O26	Overseas 26 weeks	CAN	A,C,H
OCI	DNA Ongoing Contact Review	CAN	A,C,H
OTH	Other Reasons Note: only Carer Processing Service teams should use 'OTH' as a final option where no other cancellation, suspension or change in circumstance coding is appropriate	CAN, REJ	A,C,H,S	Check DOC prior to restoration to see if there is any reason why restoration cannot take place at first contact.
POB	Proof of Birth not supplied. (no longer in use, maintained for historical purposes only. See ‘FRC’)	CAN, REJ	C,H,S
QTN	Health Professional Assessment - not returned	CAN, REJ	A,C
RBE	Respite bank exceeded	CAN, REJ	A,C,H,S	Reclaim - is necessary. Only restore if cancellation was due to an error and the error is corrected.
RDC	Returned Direct Credit Payment	CAN	A,C
RNR	Circumstances Review - not returned	CAN	A,C	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-face-to-face.png$ $\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$ Some reviews can be finalised at the Call Centre
RRQ	Care Receiver not residentially qualified	CAN, REJ	A,C
SRP	Partner receiving payment	REJ	A, C	No
THS	THP score equals 0 or less	CAN, REJ	C
TSL	Total of THP & Carer scores less than +1	CAN, REJ	C

Care Receiver - Manual suspension, cancellation and rejection codes list

Table 4

Customer and code type

Codes

Care receiver - Manual codes

16C, 16U, CAA, CAO, CLR, CNH, CPA, CRM, FRC, HSP, ITO, LCR, LDC, LPC, LPW, NDP, NLA, OTH, PMI, POB, RBE, TCR

Care Receiver - Manual suspension, cancellation and rejection reason codes

Table 5: This table describes manual cancellation and rejection reasons for care receivers.

Reason Code	Description	Action	Legend	Restoration Details
16C	Care Receiver aged 16 or more	CAN, REJ	C,H
16U	Care Receiver under 16 years of age	CAN, REJ	A
CAA	Care & attention requirements not met	CAN, REJ	H
CAO	Overseas absence in excess of allowable period	CAN, REJ	A,C,H,S
CLR	Customer Request	CAN, REJ	A,C,H,S
CNH	Care not in home of carer or care receiver	REJ	A
CPA	Carer Payment current, CA (auto) granted	GRA, REA	C
CRM	Care & dependency requirements not met	CAN, REJ	C,S
FRC	Failed to reply to correspondence	CAN , REJ	A,C,H,S	To restore only if return of form/information is documented and coded.
HSP	Hospitalisation bank exceeded	CAN, REJ	A,C,H,S
ITO	Inter-Environment transfer out	CAN, REJ	A
LCR	Not living with carer, c-res carer receiving CA	REJ	A
LDC	Not living with carer, care not on a daily basis	REJ	A
LPC	Not living with carer, <20 hrs personal care	REJ	A
LPW	Not living with carer, carer paid award wages	REJ	A
NDP	Disability not permanent or for extended period	CAN, REJ	A,C,H
NLA	Not living at same address as Carer	CAN, REJ	A
OTH	Other Reasons Note: only Carer Processing Service teams should use 'OTH' as a final option where no other cancellation, suspension or change in circumstance coding is appropriate	CAN, REJ	A,C,H,S	Check DOC prior to restoration to see if there is any reason why restoration cannot take place at first contact.
PMI	Permanently moved to an institution	CAN, REJ	A
POB	Proof of Birth not supplied. (no longer in use, maintained for historical purposes only. See ‘FRC’)	CAN, REJ	C,H,S
RBE	Respite bank exceeded	CAN, REJ	A,C,H,S
TCR	Max of two adult care receivers allowed	CAN, REJ	A

Carer - Automatic suspension, cancellation and rejection codes list

Table 6

Customer and code type

Codes

Carer - Automatic codes

DEA, ENA, EPE, FIT, FRC, GWN, GWR, IMP, INC, ITO, LDC, LCR, LPC, NDE, NRQ, O13, O26, O6W, OTH, PDD, PNM, POI, RDC, WUK

Carer - Automatic, suspension cancellation and rejection reason codes

Table 7

Reason Code	Description	Valid Action Codes	Restoration (does not apply to REJ)
DEA	Death	CAN, REJ
ENA	Estimate not accepted	CAN,REJ	See Carer Allowance income test - determining reference tax year and assessable income components
EPE	Extension period ended	CAN, SUS	CIS use only
FRC	Failed to reply to correspondence	CAN, REJ	If CA is cancelled because of a non-return of a Carer Allowance Adjusted Taxable Income (CAATI) review, check if this is the reason. See Process page, Table 3 in Carer Allowance (CA) income reviews
FIT	Failed income test	CAN, REJ
GWN	Customer gone overseas without notifying	CAN, SUS
GWR	Rent Assistance portability review	CAN, SUS
IMP	Imprisoned or in psychiatric confinement because they have been charged with an offence	CAN, SUS	Suspend payment if imprisonment is for 13 weeks or less; cancel if for more than 13 weeks.
INC	Income in excess of the threshold	CAN, REJ	Only restore if the cancellation occurred within the past 13 weeks and new income details have been provided.
ITO	Interstate Transfer Out	CAN	Make sure that both carer and care receiver records have been transferred into the new environment. See Carer Allowance (CA) and Carer Payment (CP) inter-environment change of address.
LCR	Not living with carer, co-residing carer receiving CA	CAN, REJ
LDC	Not living with carer, daily care not provided	CAN, REJ
LPC	Not living with carer, <20 hours personal care	CAN, REJ
NDE	No dependants eligible	CAN, REJ
NRQ	Not residentially qualified	CAN, REJ	Only restore if cancellation was due to an error and error is corrected.
O13	Customer overseas more than 13 weeks	SUS, CAN	Note: this code does not apply for departures on or after 1 January 2013.
O26	Customer overseas more than 26 weeks	SUS
O6W	Customer overseas more than 6 weeks	SUS, CAN	May be restored with a gap in payment under certain conditions, see Returning to Australia
OTH	Other Reasons Note: only Carer Processing Service teams should use 'OTH' as a final option where no other cancellation, suspension or change in circumstance coding is appropriate	CAN, REJ	Check DOC prior to restoration to see if there is any reason why restoration cannot take place at first contact
PDD	No Payment Destination details	SUS, CAN
PNM	Period of medical condition not met	CAN, REJ	No
POI	Proof of Identity	CAN, REJ	To restore only if Identity Confirmation has been finalised. Use the Identity Summary, located in the Customer Identity and Authentication assignment block in Workspace to check whether a customer has a confirmed identity status. If status is not confirmed, tell customer of any outstanding identity requirements as outlined in Identity Confirmation
RDC	Returned direct credit	CAN
WUK	Whereabouts Unknown Note: where the customer has not moved and mail has been returned, verification is required before restoration can take place.	SUS, CAN

Carer - Manual suspension, cancellation and rejection codes list

Table 8

Customer and code type

Codes

Carer - Manual codes

CLR, CNH, COR, EXR, FRC, GWN, GWR, IMP, O6W, OTH, RDC, RNP, TOS

Carer - Manual, suspension, cancellation and rejection reason codes

Table 9: This table describes all manual cancellation, suspension and rejection reason codes which be used at the carer level on the Benefit Action (BA) screen.

Reason Code	Description	Valid Action Codes	Restoration (does not apply to REJ)
CLR	Customer Request	CAN, REJ
CNH	Not living with carer - care not in home of carer or care receiver	CAN, REJ
COR	Corrupt Record	CAN, REJ
EXR	Exceeds income/assets thresholds due to foreign exchange rate processing	CAN	May be restored with gap in entitlement via MFU. See Cancellation due to foreign exchange processing
FRC	Failed to Reply to Correspondence or Failed to Supply Requested Information	CAN, REJ, SUS	To restore only if return of form/information is documented and coded. If CA is cancelled because of a non-return of a Carer Allowance Adjusted Taxable Income (CAATI) review, check if this is the reason. See Process page, Table 3 in Carer Allowance (CA) income reviews
GWN	Customer gone overseas without notifying	CAN, SUS
GWR	Rent Assistance Portability review	CAN, SUS
IMP	Imprisonment	CAN, SUS	Suspend payment if imprisonment is for 13 weeks or less; cancel if for more than 13 weeks
O6W	Customer overseas more than 6 weeks	SUS, CAN	May be restored with a gap in payment under certain conditions, see Returning to Australia
OTH	Other Note: only Carer Processing Service teams should use 'OTH' as a final option where no other cancellation, suspension or change in circumstance coding is appropriate	CAN, REJ	Check DOC prior to restoration to see if there is any reason why restoration cannot take place at first contact.
RDC	Returned direct credit	SUS
RNP	Residence details not provided	CAN, REJ
TOS	Temp O/S Longer than allowable per	CAN

Operational Information

Cancellation, suspension and rejection codes for Carer Allowance (CA) 009-03110080

On this page:

CA cancellation, suspension or rejection reason codes and code meanings

Care Receiver - Automatic suspension, cancellation and rejection codes list

Care Receiver - Automatic suspension, cancellation and rejection codes

Care Receiver - Manual suspension, cancellation and rejection codes list

Care Receiver - Manual suspension, cancellation and rejection reason codes

Carer - Automatic suspension, cancellation and rejection codes list

Carer - Automatic, suspension cancellation and rejection reason codes

Carer - Manual suspension, cancellation and rejection codes list

Carer - Manual, suspension, cancellation and rejection reason codes