Investigating a connection failure 001-10070050
Expand allThis document outlines the policy and processes associated with investigating and making a decision regarding a connection failure under the Job Seeker Compliance Framework. Participation Solutions Team (PST)-skilled staff with PFDEC/WNPPD access are responsible for the connection failure decision making process.
Connection failures
A connection failure is generated when a Remote Australia Employment Service (RAES) participant fails to comply with any of the following connection requirements:
- attend an appointment their RAES provider has booked with a third party, or
- enter into a Job Plan with their RAES provider, or
- provide sufficient job search efforts to their RAES provider
Note: RAES participants receiving Parenting Payment (PP) cannot incur connection failures for failing to meet job search requirements
A RAES participant's payment may be suspended 'Did not attend compulsory participation appointment' (APA) when a Participation Report is received from the provider and a connection failure is generated.
If a RAES participant's payment is not suspended when the failure is generated, a contact trigger is recorded, preventing the RAES participant from reporting until contact is made with the PST regarding the failure.
A connection failure cannot be investigated without talking to the RAES participant, unless it has been established the failure is invalid.
See Job seeker contacts to discuss non-compliance or circumstances impacting compliance.
The Resources page contains links to re-engagement requirements and codes as well as the reasons for Remote Australia Employment Service (RAES) job seeker non-attendance. It also contains a table outlining the different types of connection failures.
Related links
Compliance action initiated by Remote Australia Employment Service (RAES) providers
Reviewing and validating Remote Australia Employment Service (RAES) Provider Reports
Refusing to enter into a Job Plan
Not meeting points target or job search requirements
Job seeker contacts to discuss non-compliance or circumstances impacting compliance
Re-engaging to a Remote Australia Employment Service (RAES) provider
Gathering and assessing evidence for a job seeker compliance investigation
Assessing reasonable excuse for non-compliance with mutual obligation requirements
Non-compliance with compulsory requirements - review and appeals
Determining failure hierarchy when there are multiple failures
Identifying barriers to participation for Indigenous customers
Generating and preparing for a Comprehensive Compliance Assessment (CCA)
Services Australia's responsibilities for managing compliance with compulsory requirements
Roles and responsibilities for managing compliance with compulsory requirements