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1 |
Customer lives in a major city or regional area
A Q164 letter is issued to Joanne who lives in Sydney, New South Wales on 1 July 2024. Joanne has 14 days + time allowed for mail delivery to respond.
- Check the address used to send the Q164 letter:
- As Joanne lives in a major city, the time allowed for mail delivery in a major city or regional area is 9 days
- Determine the response due date:
- 9 days mailing time + 14 days to respond = 23 days from the day after the letter is issued
- Q164 letter is issued 1 July 2024 (day 0) + 23 days
- The response due date is 24 July 2024
- Joanne has up to and including 24 July 2024 to respond
- Hold the work item to release after the last day the customer has to respond. If the work item is held using the:
- Activity List (AL) screen, key the day after the response due date in the Resubmit date field, 25 July 2024, or
- CoC Interaction, key the day after the response due date in the On Hold Expiry Date field, 25 July 2024
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2 |
Customer lives in a remote area or overseas
A Q164 letter is issued to Daniel who lives in Weipa, Queensland on 1 August 2024. Daniel has 14 days + time allowed for mail delivery to respond.
- Check the address used to send the Q164 letter:
- Searching for Daniel's address in Office Footprint and Boundaries, shows the address is in a remote area
- The time allowed for mail delivery in a remote area or overseas is 16 days
- Determine the response due date:
- 16 days mailing time + 14 days to respond = 30 days from the day after the letter is issued
- Q164 letter is issued 1 August 2024 (day 0) + 30 days = 31 August 2024
- Because 31 August 2024 falls on a weekend, the response due date is the following business day, 2 September 2024
- Daniel has up to and including 2 September 2024 to respond
- Hold the work item to release after the last day the customer has to respond. If the work item is held using the:
- Activity List (AL) screen, key the day after the response due date in the Resubmit date field, 3 September 2024, or
- CoC Interaction, key the day after the response due date in the On Hold Expiry Date field, 3 September 2024
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