Restoration of Parental Leave Pay (PPL) 007-09030030

For rejected or not effective PPL claims, see Not effective, rejection or withdrawal of claim for PPL.

PPL claims for a child born or adopted on or after 1 July 2023 with a status of cancelled end of payment (EOP) may be reopened to complete a reassessment where a change of circumstance is advised by the customer. Only specialist staff have access to reopen.

PPL claims that have been cancelled end of payment (EOP) cannot be restored for children born or adopted before 1 July 2023.If the customer is in receipt of Family Tax Benefit (FTB) and/or income support payment and these payments have also cancelled, prior to restoring PPL investigate the:

• restoration of FTB and/or
• restoration of Parenting Payment (PP)

PPL can be cancelled at either a period level or claim level.

Check PPL claim status on the PPL Claim Summary (P1CLM) screen in Process Direct to determine if the claim is Open (OPN) or Closed (CLO). If the claim status is:

• OPN, the cancellation is at a period level - the customer ceased to be eligible to the PPL period and is still payable for Flexible PPL days, for example Returned to work, or
• CLO, the cancellation is at a claim level - the customer has lost eligibility to any future PPL for the child, for example, the customer has permanently departed overseas

For a list of cancellation codes that can be restored and who can code the restoration, see Cancellation, rejection, not effective, assessed and current zero rate codes for PPL.

Is the cancellation due to a reason type that can be restored?

• Yes, go to Step 3
• No, go to Step 8

If the cancellation is due to:

• Tax File Number (TFN) mismatch (MTC), advise the customer that confirmation of their TFN is required before PPL can be restored. See Mutual Customer Identification (MCI) results for family assistance customer mismatches. Procedure ends here
• Whereabouts unknown (WUK), go to Step 4
• End of payment (EOP) for children born or adopted on or after 1 July 2023, go to Step 5
• Any other reason, go to Step 6

PPL can be restored if the customer advises new address details verbally.

Evidence is required where the customer's payment cancels 'WUK' twice at the same address.

If address details have not changed:

• Ask additional Identity Confirmation questions to confirm the identity of the customer
• Run the Change in Contact Details workflow in Customer First and 's'elect the current address from the 'Address Details' option. On the Address Summary screen, delete the 'End date'
• If the workflow is unavailable: go to the Address History (ADH) screen and 'd'elete the 'Address Type Ended' line to remove the end date from the current home address
• PPL will automatically restore once the change in circumstances are recorded
• For a child born or adopted on or after 1 July 2023:
• Where PPL cancelled WUK and PPL days were paid as a consecutive pattern, any remaining PPL days will be automatically withdrawn and returned to the customer’s unclaimed PPL days balance
• These PPL days will remain in the unclaimed PPL days balance. Customer can then claim PPL days or share PPL days with another claimant
• See Claiming and managing Paid Parental Leave days for children born or entering care on or after 1 July 2023
• For a child born or adopted before 1 July 2023:
• Where PPL cancelled WUK in the PPL period or during the connected Flexible PPL days then any remaining connected days will be automatically withdrawn and returned to customer’s balance of unclaimed days
• These days will remain in the unclaimed balance and need to be claimed again by the customer
• See Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023
• Check results on the Assessment Results (AR) screen and record details on a DOC
• If manual restoration of PPL is required, go to Step 7

When a customer whose PPL has been cancelled end of payment (EOP) advises they were ineligible for a previously paid PPL day, their PPL claim can be reopened and reassessed.

Requests to reopen a claim can be made via a webform. To access the webform:

• go to the Business Process and Design Branch intranet page, and
• select the link to the FCC ICT Referral Process within the Featured content section
• select the webform PPL Referral Request

The Resources page has a link to the intranet page.

Ensure all the required information has been supplied including the reason for reopening the claim.

Specialist Officers with the appropriate access can use the PPL Reopen claim workflow, to reopen the claim, and the PPL Update Approval Giver Details workflow to reactivate the Approval ID.

Once the claim has been reopened and Approval ID is active, the specialist officer will respond to the referring Service Officer.

The referring Service Officer can then complete any relevant updates and contact the customer to tell them the outcome.

Procedure ends here.

PPL claim level statuses

PPL CAN-C12 (12 months passed since DOB/DOC), PPL CAN-C24 (24 months passed since DOB/DOC – secondary claimants only) and CAN-PPC (not PPL primary carer):

• These are automatic cancellation reasons
• Evidence of the correct date the PPL child entered care or care arrangements is required before restoration can occur

PPL CAN-CRQ (customer request) - Consult the DOC relating to the cancellation on the Document List (DL) screen:

• For a child born or adopted on or after 1 July 2023:
• Where PPL cancelled CRQ and PPL days were paid as a consecutive pattern, any remaining PPL days will be automatically withdrawn and returned to the customer’s unclaimed PPL days balance
• These PPL days will remain in the unclaimed PPL days balance. Customer can then claim PPL days or share PPL days with another claimant
• See Claiming and managing Paid Parental Leave days for children born or entering care on or after 1 July 2023
• For a child born or adopted before 1 July 2023:
• Where PPL cancelled CRQ in the PPL period or during the connected Flexible PPL days then any remaining connected days will be automatically withdrawn and returned to customer’s balance of unclaimed days
• These days will remain in the unclaimed balance and need to be claimed again by the customer
• See Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023

PPL CAN NRQ (not residentially qualified):

• This is an automatic cancellation
• Refer to DOC relating to the cancellation on the (DL) screen

PPL CAN-DEA (customer death):

• This is an automatic cancellation reason
• If incorrect, see Undoing a death action
• If the PPL customer has died, see Initial contact after the death of a potential family assistance and Paid Parental Leave scheme customer

PPL CAN-DOS (departure/absence overseas) and CAN-O3Y (overseas for 3 years):

• This is an automatic cancellation
• Restoration can only occur if the departure/absence has been incorrectly recorded. Once the correct departure details are recorded, PPL will automatically restore

PPL CAN-OTH

Restoration can occur when PPL was cancelled OTHer in error.

• For a child born or adopted on or after 1 July 2023:
• Where PPL cancelled OTH and PPL days were paid as a consecutive pattern, any remaining PPL days will be automatically withdrawn and returned to the customer’s unclaimed PPL days balance
• These PPL days will remain in the unclaimed PPL days balance. Customer can then claim PPL days or share PPL days with another claimant
• See Claiming and managing Paid Parental Leave days for children born or entering care on or after 1 July 2023
• For a child born or adopted before 1 July 2023:
• Where PPL cancelled OTH in the PPL period or during the connected Flexible PPL days then any remaining connected days will be automatically withdrawn and returned to customer’s balance of unclaimed days
• These days will remain in the unclaimed balance and need to be claimed again by the customer
• See Claiming and managing Flexible Paid Parental Leave (PPL) days for children born or entering care before 1 July 2023

Can PPL be restored due to an incorrect claim level cancellation?

• Yes,
• Once the reason for the cancellation is corrected, PPL will automatically restore
• Check results on the Assessment Results (AR/ELD) screen and record details on a DOC
• If manual restoration of PPL is required, go to Step 7
• No, go to Step 8

Launch the PPL Change of Circumstances workflow in Process Direct:

• Key START into the Super Key and
• select the PPL Change of Circumstances workflow from the Task Selector
• Select the PPL Claim Action then Start
  

Note: if workflow already launched, key P1CA into Super Key:

• Select under the Action field to display the PPL Claim Action details
• Select Add to create PPL Claim action:
• Action: RES - Restore
• Effect Date: restoration date
• Select Save
• Update Receipt Date, Channel and Service Reason: PPL fields
• Select Save
• Select Next
• Go to the Tax Instruction (PITX) screen to check that the customer's nominated PPL tax rate is applied within the activity as this may not be automatically retained
• Select Assess and check the results are as expected on the ELD screen

Advise customer of outcome and record any additional details in the Note.

Procedure ends here.

Advise the customer PPL cannot be restored.

The customer may apply for a formal review of decision.

Alternatively, it may be applicable for the customer to:

• re-claim PPL
• claim Newborn Supplement (NBS)/Newborn Upfront Payment (NBU)

Note: if the benefit needs to be reassessed and not restored, REA activities can only be completed on records with a benefit status of CUR/CZR or ASS. If the customers PPL has cancelled, a refresh activity (RSH coded on P1CA screen) should be coded instead of a manual reassessment. Complete the RSH activity in Customer First.