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Non-compliance with compulsory requirements - review and appeals 001-10130000

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Contact details

Participation Solutions Team (PST)

Department of Employment and Workplace Relations (DEWR) National Customer Service Line

Targeted Compliance Framework decisions

This document contains a table of the Targeted Compliance Framework decisions, the Act or Policy the decision was made under, the relevant matters for that decision, the responsibility for explaining the decision to the job seeker, and further review and appeal procedures.

Do not share this attachment externally. See Freedom of Information - Information Publication Scheme.

A linked attachment is available for staff only (i.e. under IPS/FOI)Targeted Compliance Framework decision matrix

Other non-compliance considerations

Item

Description

1

Date of event for appointments

Ensure an appointment was scheduled for the same day as the reported non-attendance at a provider appointment.

In Process Direct

  • in the customer's record open Participation Summary
  • select the Online Diary tab

2

Reconnection notification

Cancellation for failing to re-engage (CAN-CDR) occurs 29 days after the payment suspension for not meeting provider requirement (SUS-TCF). This provides the customer with 4 weeks to meet reconnection requirement.

In Customer First:

  • Select Incident Date from Investigation Summary (BIIS)
  • Go to the Breach Details page with an Investigation Status of 'Yet to meet requirement (YMR)'
  • The Status Date is the reconnection notification date
  • Calculate 29 days from the YMR date

Note: if day 29 falls on a weekend calculate to the next business day.

3

Correct cancellation reason

Some customers have been incorrectly cancelled for failing to re-engage (CDR) after they have contacted the agency to cancel their income support payment voluntarily (CLR).

A customer should only be cancelled for failing to re-engage (CAN-CDR) following 29 days of a payment suspension for not meeting provider requirement (SUS-TCF) automatically by the system. Manual cancellation should not occur without directive from Level 2 policy.

In Process Direct:

  • In the customer's record select Notes tab
  • If there a DOC indicating the customer wanted to voluntarily cancel their payment before the CAN-CDR date, corrective action should be taken to reflect the correct cancellation reason

4

Re-engagement action fails

When an automatic re-engagement transaction fails or the system cannot automatically create, update, finalise, reject, apply or revoke compliance action, suspend, restore or cancel payment, an MFU is created and allocated for manual action.

See Outstanding participation compliance activities requiring manual follow-up action to identify if re-engagement processes were followed appropriately.

5

Work Capacity

Some customers with a Partial Capacity to work (PCW) or Temporary Reduced Work Capacity (TRWC) of either 0-7 or 8-14 hours per week can volunteer to connect with the employment services provider however, they cannot be penalised if they choose not to do so.

Note: requirements for a job seeker with a PCW must consider the job seeker's baseline and 'with intervention' work capacity.

In Process Direct:

  • Key WC in the Super Key field, select Enter
  • If the customer has a baseline and 'with intervention' work capacity of 0-7 or 8-14 any compliance action is incorrect