Lodgement and processing arrangements for Reporting Statements when self service reporting is unavailable 001-09040100

Customer makes enquiry regarding unavailability of self service channel to lodge a Reporting Statement.

Ascertain whether:

• the self service outage is known
• both online (including the Express Plus application) and phone self service are affected
• there is an expected time when the services will be available again

Check Operational Messaging, Network News Update (NNU) and Office Locator for any recorded changes to normal procedures The Resources page contains a link to these pages.

Check with the Manager or Team Leader.

Is the self service outage known?

• Yes, see Table 2
• No, go to Step 2

Are both online self service (including the Express Plus application) and phone self service affected?

• Yes, go to Step 4
• No, go to Step 3

Is the customer registered for both channels?

• Yes, advise the customer to use the other channel. Procedure ends here
• No, go to Step 4

Is there an expected time when self service will be available again?

• Yes, go to Step 5
• No, go to Step 6

Is it expected that self service will be available in the short term and both channels are unavailable?

• Yes, advise the customer to try again later. Procedure ends here
• No, go to Step 6

Is the unavailability of self service due to an extreme circumstance, e.g. flood or other natural disaster?

• Yes, consider the reasonableness of requirements during the period the job seeker is affected. For further information see Mutual obligation requirements exemptions during disasters. Procedure ends here
• No, see Table 2

Has approval been given to implement contingency reporting for self service reporters?

• Yes, go to Step 2
• No, go to Step 5

If there is outstanding compliance action which will also prevent the job seeker from reporting, see the Resources page for a link to Compliance Framework Business Continuity Procedures.

If appropriate, see Reporting requirements when a job seeker compliance investigation is outstanding.

Ask the customer the following questions:

• 'Have there been any changes to your circumstances since you last contacted Services Australia?' Refer to the changes to circumstances listed on the Reporting Statement
• 'Have you (or your partner) received or earned any income since you last contacted Services Australia?'

Ask the customer the participation questions based upon their activity type on the Activity and Exemption Summary (AEX) screen.

Note: the specific activity will be included in the question.

• If activity type is Job search (JSE) and the customer is displaying as:
• Centrelink managed and currently not connected to an Employment Services Provider - If speaking with the customer, Service Officer's must go to the Participation Summary screen in Process Direct and refer the customer to employment services. Finalise the reporting process
• Provider managed - 'Did you undertake the required number of job search contacts as outlined in your Job Plan?'
• If participating in an approved activity:
• Part-Time Work (PTW) - 'Have you worked for at least 30 hours for this period?'
• Voluntary Work and Paid Work (VPE) - 'Have you done paid work and voluntary work for at least 30 hours for this period?'
• If granted an exemption: 'Has your exemption changed or does it need reviewing?

Process the customer's report using the Recording and correcting employment income details.

If the workflow is unavailable, manually process the Reporting Statement via the Earnings and Report Results (EARR) screen or the Report Results (RR) screen. For more information on coding, see Reporting screens.

Advise the customer that payment will be based on the information provided and they should continue to report via self services for their next reporting period.

Record the outcome of the conversation on a DOC.

Advise the customer that further investigation is required on the system issue and to try later.