Cancellation, suspension and rejection codes for Carer Payment (CP) 009-04150060

Category

Description

1

Legend: Code

This is the 3 letter code for the suspension, cancellation, rejection or restoration reason. It is displayed on the carer'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.

2

Description

This is the expansion of the code as it appears on the Benefit Action (BA) screen.

• SUS = Suspension
• CAN = Cancellation
• REJ = Rejection
• RES = Restoration

3

Initiation

• 'MAN' - reasons that can be manually coded on the BA screen
• 'AUTO' - automatically occurring reasons (cannot be keyed manually)

4

Restoration legend

• A - Auto
• No - Cancelled record is not restorable
• M - Can be manually restored via the BA screen
• M/A - Can be manually restored, or restored by automatic action

The following table contains cancellation, suspension, rejection and restoration codes for CP. For certain restoration codes, CP can only be restored by Service Officers in Carer Processing Teams. This table includes information on whether CP can be restored by a Smart Centre Call, a Service Centre or a Processing Service. 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.

Note: rejected records can never be restored. 'GRF' indicates 'grandfathered'.

5

Rejected claims

If the carer requests a reassessment and CP was rejected within the last 13 weeks, see Progress of claim - Carer Payment (CP) and/or Carer Allowance (CA)

If CP 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.

Letter

Terms

A to C

See

D to L

M to P

R to Z

12F, 12P, 25H, ACL, ADL, AGC, AGL, AGR, AGS, AGT, ASS, ATN, BVP, C16, CAB, CAC, CAR, CAS, CDE, CEN, CFP, CHQ, CID, CIH, CIN, CLE, CLR, CMI, CMP, CMU, CNP, CNQ, COM, COS, CPE, CRV

Reason Code

Description

Valid Action Codes

Initiation

Restoration (does not apply to REJ)

12F

Earnings preclude for 12 consecutive f/n

CAN, SUS, RES

Auto

M

Only restore if cancellation was due to an error and error is corrected.

12P

Partner earnings preclude for 12 f/n

CAN, SUS, RES

Auto

M

Only restore if cancellation was due to an error and error is corrected.

25H

Carer working more than 25 hours

CAN, REJ

Manual

Follow procedures outlined in Carer Payment (CP) - carer undertakes paid employment, self-employment, voluntary work, education or training activities as some future cancellation dates can be restored

ACL

ACL (CNA) below the minimum threshold 20

REJ

Auto

No

ADL

Adult care receiver not qualified in multiple assessment

CAN, REJ

Auto

No

AGC

DSS Age Pension paid by DVA

CAN, REJ, RES

Auto

A

AGL

Failed Agreement lodgement rules

REJ, CAN

Manual or Auto

CIS use only

Only restore if cancellation was due to an error and error is corrected.

AGR

Failed Agreement specific rules

REJ, CAN

Manual or Auto

CIS use only

Only restore if cancellation was due to an error and error is corrected.

AGS

Failed Agreement scope rules

REJ, CAN

Manual or Auto

CIS use only

Only restore if cancellation was due to an error and error is corrected.

AGT

Failed Agreement totalisation rules

REJ, CAN

Manual or Auto

CIS use only

Only restore if cancellation was due to an error and error is corrected.

ASS

Assets over limit

CAN, REJ, RES

Auto

A

ATN

School Enrolment and Attendance Measure (SEAM) - Child's Attendance not satisfactory

CAN, SUS

Manual or Auto

Historical display only.

Use of this code ceased from 16 December 2017. Do not use this code.

SEAM ATN cancellations are non-restorable. A carer whose payment has been cancelled for reason ATN must lodge a new claim should they wish to recommence payment.

BVP

Bereavement Period ended

CAN, RES

Auto

A

C16

Child 16 years of age

CAN, REJ

Auto

No

CAB

Carer absent for >20 hrs per week (until 31 March 2005 only)

CAN, REJ

Manual

No

CAC

CP (XWP) - Pmt level CA ceased

CAN, REJ

Manual

Can be used for auto or manual restoration. See Transfer from Wife Pension to Carer Payment

CAR

Not in constant care

CAN, REJ

Auto

CAS

Care receiver assets too high

CAN, REJ

Manual

Only restore if cancellation was due to an error and error is corrected.

CDE

Death of Care receiver

CAN, REJ, RES

Manual

M

CEN

Care receiver Earnings preclude payment

CAN

Manual

Only restore if cancellation was due to an error and error is corrected.

CFP

Fail to claim foreign payment

SUS, CAN, REJ, RES

Manual

M or A

CHQ

Child care receiver not qualified for reason other than age

CAN, REJ

Auto

No

CID

Care receiver not provided POI

CAN, REJ

Auto

See Carer restoration workflow for Carer Payment (CP and/or Carer Allowance (CA).

CIH

Care receiver income too high

CAN, REJ

Manual

Only restore if cancellation was due to an error and error is corrected.

CIN

Cancelled-Interstate transfer in

REJ

Manual

No

CLE

Claim lodged early

REJ

Manual

No

CLR

Withdrawn/Voluntary surrender

CAN, REJ, RES

Manual

M

CMI

Compo settlement under investigation

SUS, RES

Manual

M

CMP

Precluded due to periodic compo

CAN

Auto

A

CMU

Carer did not meet multiple carer requirements

CAN, REJ

Auto

Only restore if cancellation was due to an error and error is corrected.

CNP

Child care receiver not profoundly disabled (GRF)

CAN

Manual

Only restore if cancellation was due to an error and error is corrected.

CNQ

Care receiver not residentially qualified

CAN, REJ

Manual

Only restore if cancellation was due to an error and error is corrected.

COM

Compo preclusion period

CAN, REJ, RES

Auto

A

COS

Carer overseas 3 months

SUS, CAN, REJ

Auto

CPE

Care period ended

CAN

Auto

No

CRV

No reply to Compliance review letter

SUS, CAN

Manual

Only restore if forms are returned within 13 weeks from the date of cancellation/suspension and carer remains entitled.

Letter

Terms

D to L

See

A to C

M to P

R to Z

DEA, DEL, DOS, DPA, DVA, ECC, E6F, E6P, EGN, EIS, ENN, EPE, EPP, EXR, FAD, FAI, FCC, FLC, FOS, FPD, FRC, FRP, FRT, FSC, FSS, FTE, FWC, GWN, GWR, HBE, IAU, ICL, IMP, INC, INM, INS, ITC, ITM, ITO, L3M, LT3

Reason Code

Description

Valid Action Codes

Initiation

Restoration (does not apply to REJ)

DEA

Death

CAN, REJ

Auto

See Undoing a death action

DEL

Delete record

CAN

Manual

DOS

Departure/ absence overseas

SUS, CAN, RES

Manual

DPA

Death of partner

CAN, REJ, RES

Manual

A

DVA

Service pension income support supplement

CAN, REJ, RES

Auto

M

ECC

Earlier claim cancelled

REJ

Auto

No

E6F

Earnings preclude for 6 consecutive f/n

CAN, RES

Auto

Historical display only.

M

Only restore if cancellation was due to an error and error is corrected.

E6P

Partner earnings preclude for 6 f/n

CAN, RES

Auto

Historical display only.

M

Only restore if cancellation was due to an error and error is corrected.

EGN

Exchanged group or groups not qualified for reason other than age

CAN, REJ

Auto

No

EIS

NEIS/AEI direct deductions applied (no longer used after 3 December 2022)

CAN

Auto

M

ENN

School Enrolment and Attendance Measure (SEAM) - Child's Enrolment details not provided

CAN, SUS

Manual or Auto

Historical display only.

Use of this code ceased from 16 December 2017. This code should not be used.

SEAM ENN cancellations are non-restorable. A carer whose payment has been cancelled for reason ENN must lodge a new claim should they wish to recommence payment.

EPE

Extension period ended

SUS, CAN, RES

Manual

M

EPP

Partner extended employment suspension period

SUS, CAN

Auto

Can be restored if the customer contacts to request the restoration before the cancellation DOV.

See Restoration of Carer Payment.

EXR

Exceeds income/assets thresholds due to foreign exchange rate processing

CAN

Manual

May be restored with gap in entitlement via MFU.

See Cancellation due to foreign exchange rate processing

FAD

Care receiver didn't meet THP and combined ADAT score, or care receiver didn't meet THP score where combined ADAT is greater than the required score

CAN, REJ

Auto

M

FAI

Fail to attend interview

SUS, CAN, REJ, RES

Manual

M

To restore only if it is clear from documentation that carer has attended interview.

FCC

Fail to claim compo

SUS, CAN, REJ, RES

Auto

M

FLC

FTR Life Certificate (IOB)

Manual

M

FOS

Failed to return overseas review

CAN, SUS

Auto

FPD

Foreign Pen direct deductions applied

CAN

Auto

M

FRC

Fail to reply to correspondence

SUS, CAN, REJ, RES

Auto or Manual

To restore only if return of form/information is documented and coded.

Note: if form/s has been lodged and:

• a medical review was returned within the review period or
• the review was not registered as returned or
• CP has subsequently cancelled

See Restoration of Carer Payment (CP).

For more information where payment has rejected FRC, see Request to reassess a rejected claim

FRP

Failed to report

CAN, REJ, RES

Auto

M

If carer contacts within 13 weeks of the date of cancellation and can supply all employment income details for the relevant entitlement periods.

See Restoration of Carer Payment (CP).

For more information where payment has rejected FRP, see Request to reassess a rejected claim.

FRT

Fail to return trust and company correspondence

SUS, CAN

Auto or Manual SUS

Manual suspension FRT only by a Complex Assessment Officer (CAO).

Restoration from FRT only by CAO.

For referral to a CAO see Identifying and making suitable referrals to the Complex Assessment Officer (CAO)

FSC

FTR Family situ certificate (IOB)

SUS, CAN

Manual

To restore only if return of Family situ certificate is documented and coded.

FSS

No reply to income stream review

SUS, CAN

Auto

For more information see:

• February review of income streams
• August review of income streams

FTE

FT employment, earned income not advised

CAN, REJ

FWC

FT employment, WC balance is Zero

CAN, REJ

GWN

Customer gone overseas without notifying

SUS, CAN, RES

Manual

GWR

Rent assistance portability review

SUS, CAN, RES

Manual

HBE

Care receiver hospital bank exceeded

CAN

Manual

Reclaim is necessary. Only restore if cancellation was due to an error and the error is corrected.

IAU

Care receiver Income and Assets unknown

CAN, REJ

Auto

Refer to Carers processing (CD1)

• Use Fast Note - select Auto text, use Carers > Update > CP Update - Action Required
• Select Confirm
• Complete all fields

ICL

Insufficient care load

CAN, REJ

Auto

To be restored only by Carers Processing staff if new information has been provided and the carer subsequently meets qualification for CP.

See Restoration of Carer Payment (CP).

IMP

Customer in Prison

CAN, SUS, RES

Manual

M

INC

Excess income

CAN, REJ, RES

Auto

M – Only restore/reassess if cancellation/rejection is due to an error and the error has been corrected.

INM

Customer failed to contact after auto Income Management

CAN, SUS

Auto

Should only be restored if carer has had their assessment/allocation interview to discuss their expenses and priority needs.

INS

Care receiver in institution 14 weeks/7 paydays

CAN, REJ

Auto

ITC

Carer Payment manual CAN for ICOA

CAN

Manual

ITM

One of a couple I/S transfer

CAN

Manual

M

ITO

Interstate Transfer out

CAN

Manual

M

Ensure that both carer and care receiver records have been transferred into the new environment. See Detail Step 9 of Carer Allowance (CA)/Carer Payment (CP) inter-environment change of address for more information.

L3M

Care period required less than 3 months

CAN, REJ

Auto

No

LT3

Carer assessed for period of less than 3 months

CAN, REJ

Auto

No

Letter

Terms

M to P

See

A to C

D to L

R to Z

M16, M2Y, MCQ, MCR, MRN, NAU, NIA, NMQ, NPV, NRQ, NRV, NSV, NTB, NTC, NTP, NW2, NWA, NZP, O4W, O13, O6W, OCR, OSU, OTH, OVQ, PDD, PER, PEU, PNM, PNQ, PNR, POI, PPM, PPR, PTC

Reason Code

Description

Valid Action Codes

Initiation

Restoration (does not apply to REJ)

M16

Medical report signed after child's 16th birthday

CAN, REJ

Auto

No

M2Y

Migrant 2 year waiting period

CAN, REJ

Manual

Only if due to an error and the error is corrected.

MCQ

Multiple children not qualified

CAN

Manual

MCR

Multiple children reject

REJ

Manual

No

MRN

Medical review not returned

CAN

Auto

Only restore if forms are returned within 13 weeks from the date of cancellation and carer remains entitled.

NAU

Not residing in Australia

REJ, CAN, RES

Auto

Only restore if cancellation was due to an error and error is corrected.

NIA

Not located in Australia

REJ, CAN, RES

Auto

Only restore if cancellation was due to an error and error is corrected.

NMQ

Not medically qualified

CAN, REJ

Manual

M

NPV

No permanent visa

REJ, CAN, RES

Auto

Only restore if cancellation was due to an error and error is corrected.

NRQ

Not residentially qualified

CAN, REJ

Manual

Only restore if cancellation was due to an error and error is corrected.

NRV

Failed to respond to verification request

SUS, CAN, RES

Manual

M

To restore only if carer has returned entitlement review and this is documented.

NSV

Non-protected SCV holder

REJ, CAN

Auto

Only restore if cancellation was due to an error and error is corrected.

NTB

Cus and ptr fail to advise TFN

REJ, CAN, RES

Auto

M

Can restore where the carer and partner give authority to use TFN that is already recorded.

NTC

Cus failed to advise TFN

CAN, REJ, RES

Auto

M

Can restore where the carer gives authority to use TFN that is already recorded.

NTP

Ptr failed to advise TFN

CAN, REJ, RES

Auto

M

Can restore where the carer gives authority to use TFN that is already recorded.

NW2

Residency less than 104 weeks

REJ, CAN

Auto

Only restore if cancellation was due to an error and error is corrected.

NWA

NARWP assessment not met

REJ, CAN

Auto

Only restore if cancellation was due to an error and error is corrected.

NZP

NZ agreement pensioner permanently overseas

CAN

Auto

CIS use only.

O4W

Overseas 4 weeks (NZ only)

CAN, SUS

Manual or Auto

O13

Overseas 13 weeks

SUS, CAN

Manual or Auto

Note: this code does not apply for departures on or after 1 January 2013.

O6W

Customer overseas more than six weeks

SUS, CAN

Manual or Auto

OCR

One child reject (GRF)

REJ

Manual

No

OSU

Overseas review unclaimed

CAN

Auto

M

OTH

Other (GRF) Note: only Carer Processing Service teams should use 'OTH' when resurrection of a deceased care receiver's record is required.

SUS, CAN, REJ, RES

Manual

M

Check DOC regarding suspension, as may be able to restore via phone.

OVQ

Over qualified

PDD

No payment destination details

SUS, CAN, RES

Auto

M

See Restoring payments after bank account details provided

PER

FTR entitlement review

SUS, CAN

Manual

M

If all required documents are on record, review has not been completed. Refer to Carers processing (CD1).

• Use Fast Note - select Auto text, use Carers > Update > CP Update - Action Required
• Select Confirm
• Complete all fields

See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)

PEU

Entitlement Review returned unclaimed

SUS, CAN

Auto

M

PNM

Period of medical condition not met

CAN, REJ

Auto

No

PNQ

Partner not qualified

CAN, REJ, RES

Manual or Auto

Where cancellation is related to being overseas.

PNR

PTN not qualified due to EAN/FTW

CAN

Manual

M

POI

Proof of identity not provided

CAN, REJ, RES

Auto

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 carer has a confirmed identity status. If status is not confirmed, advise carer of any outstanding identity requirements as outlined in Identity Confirmation.

For more information where payment has rejected FRP, see Request to reassess a rejected claim.

PPM

Parenting plan missing

CAN, REJ

Auto

No

PPR

Proportional on zero months

SUS, CAN, RES

Auto

PTC

Agreement pension in non-qualifying country

SUS, CAN, RES

Manual or Auto

CIS use only

Only restore if cancellation was due to an error and the error has been corrected.

Letter

Terms

R to Z

See

A to C

D to L

M to P

RAF, RAU, RBE, RDC, RFR, RNR, RPV, RSP, RSV, RTA, SEA, SEP, T18, THP, VST, WUK

Reason Code

Description

Valid Action Codes

Initiation

Restoration (does not apply to REJ)

RAF

Not eligible under RAF Scheme

REJ

Manual

No

RAU

Care receiver not residing in Australia

REJ, CAN, RES

Auto

Only restore if cancellation was due to an error and error is corrected.

RBE

Care receiver respite bank exceeded

CAN

Manual

Reclaim is necessary. Only restore if cancellation was due to an error and the error is corrected.

RDC

Returned direct credit payment

SUS, RES

Manual

M

RFR

No response to recovery fee letter

CAN, SUS

Manual

M

To restore only if response to recovery fee letter.

RNR

Circumstance review not completed

CAN, SUS

Manual

Some reviews can be restored over the phone.

RPV

Care receiver has no permanent visa/Australian citizenship

REJ, CAN, RES

Auto

Only restore if cancellation was due to an error and error is corrected.

RSV

Care receiver is a non-protected SCV holder

REJ, CAN, RES

Auto

Only restore if cancellation was due to an error and error is corrected.

RSP

Respite bank exceeded

CAN

Manual

Reclaim is necessary. Only restore if cancellation was due to an error and error is corrected.

RTA

Return to Australia

CAN, RES

Manual

SEA

Self-Employment Allowance

CAN

Auto

M

SEP

Not living with Ptr or single

CAN, REJ

Manual

A

Verification of address is required where carer has not moved and mail returned from current address. See Restoration of Carer Payment (CP).

T18

Terminally ill care receiver over 18 years

CAN

Auto

No

THP

THP is 0 or less when the care receiver is aged under 16 years

REJ

Auto

M

VST

Voluntary surrender Trust and Co

CAN

Manual or Auto

M

WUK

Whereabouts unknown

SUS, CAN, REJ, RES

Manual or Auto

Note: if the carer's address details have not changed, but mail has been returned, proof of address details are required before restoration of payment can occur.