Address, Accommodation and Contact Details (AAC) work items 108-25021033

Address & Accom work items are separate from the AAC - Customer Task and Address & Accommodation Update MFU work items. If multiple items are allocated, all must be actioned.

When AAC work items are allocated:

• all related transactions must be completed
• only place the work item on hold with a suitable due date, after all appropriate action is completed, and/or where Operational Blueprint advises

This type of work item is for a non-new claim transaction that requires follow up action. It is created when:

• a customer has been asked to provide documents as part of an online AAC update. The requested documents have either:
• been returned and require processing, or
• have not been returned and the customer's payment may need to be suspended/cancelled
• an online Address, Accommodation and Contact details (AAC) update needs the customer to complete a task or action. The work item allocates when:
• customer has completed the task, and
• information given needs processing

It is separate from the address and accommodation update. When allocated both must be actioned.

Address & Accom - Update work items may include changes to any combination of these details:

• home, postal, temporary, term address
• accommodation
• telephone or email address
• sharer/s

This type of work item is for a non-new claim transaction that requires processing. It is created when a customer's online AAC update cannot finalise automatically.

These transactions must be processed manually.

Address & Accommodation Update MFU work items are created because of an online AAC update when the customer:

• is a homeowner who lives elsewhere
• indicated they no longer own their previous home
• indicated they have a life interest or a right to use their accommodation for life
• moved into a Retirement Village
• moved into a nursing home or aged care home
• moved into a hospital or home for people with a disability
• has added a new home/temporary/term/postal address with a country code outside Australia
• has moved to an area of Lower Employment prospects (MALEP)
• provided a home address that is in a borderline postcode for eligibility of Remote Area Allowance (RAA)
• has moved and a review of their rate of Disability Support Pension (DSP) is required
• has moved and a review of their rate of Youth Allowance (YA) or ABSTUDY Living Allowance under 22 is required
• has moved and a review of Carer Payment (CP) and/ or Carer Allowance (CA) is required

These work items indicate that further follow up may be required and must be processed manually.