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Special Benefit (SpB) reviews 003-08070000

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Contact details

Tier 1 technical support - Local Peer Support (LPS)

Level 2 Policy Helpdesk Requests

Social workers - referrals

MFU activities

Table 1: contains details of MFU keywords, categories, message text and when it is created. These Manual Follow-ups (MFUs) are allocated as work type 'ZALL_SPB_REV' in Workload Manager to SpB skilled staff to action.

MFU Keyword

MFU is created when

MFU message text

SpB category

*MFU

PRF13W

SPLCTUSY

1 to 91 days of USY customer turning 16 years

SPL USY customer turns 16 in 13 weeks

For USY category only

*MFU

PRFO16

SPLCTUSY

USY customer who is 16 years old or older

SPL USY customer 16 or older

For USY category only

*MFU

PRFEED

SPLCTxxx (where xxx is the customer’s SpB category code)

21 days before the customer’s Eligibility End Date (EED) is reached

SPL customer with EED in 21 days

For all categories

*MFU

PRFEND

SPLCTxxx (where xxx is the customer’s SpB category code)

Customer who has a review date (EED) 1 to 14 days in the past

SPL customer with EED 1 to 14 days in the past

For all categories


Letters

For Special Benefit Processing Staff

These manual letters must only be created by SpB processing staff.

Services Australia has endorsed the letter or electronic message for use. It is the latest version. Do not use locally produced letters or electronic message.

Special Benefit letter templates for:

  • Special Benefit Manual Invite letter
  • Special Benefit Manual S63 notice
Letter templates

For Australian Citizen Children (ACC) or Australian permanent resident child whose custodial parent/guardian has been granted an eligible visa for income support payment

Table 2: includes suggested text for common SpB reviews

Item

Template

1

Australian Citizen Children (ACC) or Australian permanent resident child - custodial parent granted an eligible visa for income support payment

Special Benefit may no longer be the best payment for you.

Special Benefit can only be paid to an Australian citizen or permanent resident child when their parent/guardian is not eligible for a payment of their own.

Our records show your custodial parent/guardian was granted a visa subclass XXX on DD/MM/YYYY. Holders of a subclass XXX visa may qualify for a payment.

Your parent/guardian must commence testing their eligibility for a payment within 14 days as your Special Benefit may stop.

Your parent/guardian can check what payments they may be eligible for on Payment Finder. Go to the Services Australia website and search for 'Payment Finder'.


For Customers Studying Full Time

Table 3: use the following free text when creating a Q134 letter to explain the decision to reject or cancel SpB payment due to full time study.

Item

<Description>

1

You have advised you are studying full time and currently undertaking a (insert degree/course name) with (insert university/institution) and you have (insert the duration, e.g. four years, two semesters etc.) until you complete the course.

Special Benefit is not intended as a payment for full time students. Special Benefit recipients can only undertake full time study if the duration of the course is less than 12 months and has been approved by a job provider.

Full time tertiary studies such as bachelor degrees can only be approved if the individual only has one semester remaining to complete a tertiary degree.

Should your circumstances change you can retest your eligibility for Special Benefit.