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Claiming JobSeeker Payment (JSP) 001-19051501

This document explains how a person can claim JSP online, or with help from a Service Officer using Assisted Customer Claim (ACC).

Select the relevant tab:

Self service tab explains how to help a person make a claim online
Assisted tab explains how to check a person's circumstances to ensure a new claim is required, complete Assisted Customer Claim (ACC) with them and lodgement of claims and documentation

Self service

Claiming JobSeeker Payment (JSP) online

Step	Action
1	Check access to online account Check the customer has a Centrelink online account linked to myGov. If they do not have an online account: there are 4 ways they can link Centrelink to myGov to register for a Centrelink online account, they must confirm their identity at: their local service centre, or an agent's site, where the specified personnel will use the Silver Service phone line tell customers how they can create a myGov account and link it to their Centrelink services. This will also enable them to receive Centrelink mail online through the myGov Inbox Before the customer submits a claim, they may need to meet some more identity requirements. This could include: bringing acceptable photo identity documents to: a service centre, or an agent's site, where the specified personnel will use Silver Service uploading a document in their Centrelink online account or the Express Plus Centrelink mobile app The agency will let the customer know if they need to do this. Service centre staff can help customers with their online claim using Self Service Terminals. Customers can check which payment is appropriate for them, and start their claim using the Payment and Service Finder: in their Centrelink online account, or on the Services Australia website When discussing online claim options, Service Officers must check: if the remote indicator is showing on the Customer Overview, or if the residential address is in a remote location To check if the address is in a remote location: search the town name in Office Locator view the Towns Result List view the Remoteness column Customers who access Services Australia via an agent, Remote Service Centre, or phone, may require assistance to lodge an online claim. Can the customer submit an Online claim? Yes, go to Step 2 No: If the customer lives in a remote Indigenous community, Smart Centre Service Officers can transfer the customer to the Remote Claims Processing (RCP) team using Services Australia workspace, to complete their Assisted Customer Claim (ACC). Procedure ends here For all other customers, see the Assisted tab
2	Starting an online claim Once the customer has linked their Centrelink online account to their myGov account, they need to: sign into myGov and access their linked Centrelink online account from the menu, select My details > Personal and contact details > My profile to make updates The My profile page shows information from their Centrelink record Select Update (relevant service name) in the sections such as Relationship or Interpreter details that need updating. Note: accommodation details are covered within the claim questions The following customers can access a streamlined claim process: Parenting Payment Single (PPS) or Parenting Payment Partnered (PPP) customers whose youngest PP child is turning 14 (PPS) or 6 (PPP) within 28 days. Direct them to the 'Your payment is ending' task in their online account. See Student to job seeker transfers. Procedure ends here Austudy (AUS) or Youth Allowance (YA) students aged 22 years or older whose student end date (SED) is within 28 days. Direct them to 'Confirm course end date' task in their online account. See Transfer to JobSeeker Payment (JSP) from another payment. Procedure ends here To start a new claim: select Payments and claims > Claims > Make a claim from the menu on the Make a claim page, select the Get started link in the Looking for Work category answer the questions in the Eligibility check section to determine the most suitable payment. Based on their answers, if they are not eligible for JSP: it refers them to the Payment and Service Finder, or advises them to contact Services Australia to discuss a more suitable payment they can select Back to return to the Make a claim page to begin another claim type after completing the questions, select Continue JSP including early claimants that are reclaiming within 52 weeks (or 39 weeks if early claimant) will use the Reduced Question Set workflow The Next steps page advises the customer of any further information or documents needed for them to submit their claim. Customers must provide all required documents and verify their identity (if there is no Identify Confirmation (ICI) recorded) to submit their claim. Exceptions will be made for some vulnerable customers. Customers must book a New Claim Appointment before submitting their claim (some exceptions apply). This occurs from the Next steps page and shows as a required task. See Apply for a payment or concession card options online.
3	Electronic messaging Customers who provide a mobile phone number or email address are advised they are automatically subscribed to Electronic Messaging (EM) services, unless they have previously declined EM. They are asked to nominate a preferred contact method (SMS or email) for electronic messages. They are automatically subscribed to receive their Centrelink mail online in their myGov Inbox. They can opt out of these services at any time.
4	To view or update a started claim online To access their online claim, customers must: sign in to myGov and access their linked Centrelink online account from the menu, select Payments and claims > Claims > My online claims A list of all online claims started by the customer will display. If the status of the claim is incomplete, the customer can choose to either: Continue claim to display the next question set for completion, or Cancel claim - page will display for them to confirm they want to do this. Once cancelled: the customer cannot view or continue the online claim no claim information is recorded the customer can start a new online claim at any time
5	Claim progress The Claim navigation page shows the sections of the claim the customer must complete. They must complete each section before they can start the next. They select Start to access sections. Each section contains modules with relevant questions. On each question page, the customer can select Previous to go back to the previous question. Customers can read the Digital Assistant text for help with the questions on the current page. After completing each section, they return to the Claim navigation page to select the next section. They have the option to select Edit to correct answers to a previous section. They can return to the Claim navigation page by selecting the arrow under the last dot on the side navigation and Continue. Customers can use the dots on the side navigation of each page to go between pages in the online claim. If they answer a question incorrectly, a red cross will appear in the dots on the right of the page. They can select the red cross to go to the page with the error. They do not need to complete the claim in one session. Customers can leave the Claim navigation page at any time and the responses will save for them to continue later. They must answer all compulsory questions before they can submit the claim. Customers will be advised if they have a reduced question set. They will see a summary of the following sections and can update as necessary: Personal Details Your Circumstances Your Financial Details
6	Your personal details Question sets include: Personal details - Identity, Address, Contact details, Relationship Contact Requirements - Permit to Enquire, Nominee Australian Residence Accommodation circumstances Child Details
7	Your circumstances Question sets will depend on the customer's circumstances and include: Your Circumstances - previous paid work, money on hand Your previous employer details Your Leave and Redundancy payments Additional circumstance - work ability, education level, current study, barriers to work or looking for work
8	Your financial details This section allows the claimant to supply or confirm information about their financial income and assets before making their claim. The module includes questions about: payment instructions tax file number tax deductions savings investments business, trust and companies, real estate other assets income additional circumstances funeral services, borrowed money for investments Note: incorrect text will display if a customer answers yes to either of the following accommodation circumstance questions: Is your home situated on a block of land larger than 2 hectares (5 acres)? Is any part of your home used to produce income? The following incorrect text will display at the Real Estate question set within the claim. 'You have told us your principal home at <address> has more than 1 title. We need some more information about the titles'. Tell the customer that the incorrect text displayed will not affect their claim, and to continue completing the property details and submit the claim as normal. If the customer is not willing to proceed with the claim at this point, alternate options such as the ACC or a paper JobSeeker Payment (JSP) claim (SU716) should be offered. Single Touch Payroll (STP) Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. To identify if: a current STP employer has been presented, the question 'Do you work for (employer)' will display in the claim slider a previous STP employer has been presented, 'Employer Reported' will be listed directly under 'Reason ceased work for employer' If the customer has been presented with pre-filled STP data, see Single Touch Payroll (STP) in Centrelink claims Provide details later If the customer cannot provide all their income and asset information, they can provide this information on a paper form. See the Resources page for a link to Online Forms. This is advised at Next steps.
9	Review and Confirm Outstanding items This section will display if the customer has selected Provide details later in any of the previous sections of the claim. The items can be selected, and the customer will go back to the relevant section of the claim to make the update. Confirm details A summary of all the information provided by the customer will display so they can check what they have entered is correct. The information displays in sections, for example, Circumstance details. A summary of My profile information also displays. Customers must ensure all information is correct. To correct online claim or My profile information, the customer can select the Update button relevant to the answers requiring change. This will take them back to My profile or the relevant section of the claim to review/update the particular claim questions and responses. Declaration Once all information is correct, the customer must read and accept the declaration by ticking the box. Completing the declaration means, a signed claim form is not required. Acknowledgement The customer must read and accept the acknowledgement by ticking the box. Completing the acknowledgement means the customer understands and agrees to the terms of their claim. Confirm Information The customer must read and select the Confirmation Information button to save all the information provided in the claim. No answers in the claim can be changed once this button is selected. Early Claims A customer can commence an early claim for JSP if they will be qualified for the payment within the 13 week period starting on the day after the claim is made. They cannot complete the Review and Confirm declaration, Next steps or submit the claim until they are within 14 days prior to the first day of eligibility. A reminder notification will be sent to the customer 14 days prior to the first day of eligibility advising they can now complete and submit their online claim.
10	Next steps At the Next steps section, the customer can: upload documents book a Confirm your identity video chat appointment book a new claim appointment (job seeker online claim appointment) submit claim Note: the customer must have completed their identity linkage before they can book a new claim appointment ((job seeker online claim appointment).
11	Uploading documents for online claims Customers can access their started online claim using their Centrelink online account or the Express Plus Centrelink mobile app to upload the required documents to submit their claim. In the Next steps section, there is an Upload button to upload documents next to each listed task. Help the customer upload the documents and submit their claim online. If necessary, Service Officers can scan the documents and submit the claim for the customer. See Table 5 in Circumstance Change Monitor (CCM). If the customer uploaded or provided documents before starting the online claim or ACC, the document displays as Required on the Next steps section. The customer can either: re-upload the document on the Next steps section from the Documents and Forms section contact by phone or in person to have the Manage Draft Claim Tasks workflow run to change the document status from Required to Provided See Table 5 in Circumstance Change Monitor (CCM).
12	Booking a job seeker new claim appointment Booking an appointment displays as a required task at the customer's Next steps section. The appointment task displays once all required tasks are completed, unless exceptions apply. When the customer books the appointment, they are directed to the Book Appointment page. The system sets the appointment and contact type, the customer is asked to: find an available date and time if they have a current correspondence nominee, select who will be attending what number they wish to be contacted on, they can select an existing number or 'other' where they are prompted to enter a number The customer selects Next to show their appointment details including: date and time appointment type contact type nominee details (if applicable) what details to bring (where applicable) A Reschedule button displays allowing the customer to reschedule if needed. If the customer has indicated they require an interpreter, they are prompted to contact Multilingual Services rather than booking an appointment online. Multilingual Services will book an appointment with an interpreter at the customer's local service centre. If the customer does not have a contact number recorded in My profile, a message tells them to call or visit their nearest service centre to make an appointment or to have their mutual obligation requirements assessed. To manually book a job seeker online claim appointment for a customer, complete the relevant fields as below: Appointment Type: Job seeker Online Claim Appointment Service Reason: Youth Allowance Appointments Booking page will display the next available appointments within the customer's Service Zone area. Change the On this day field to the current day's date and select Find to allow all available appointments to populate Select the most appropriate Time Confirm details with customer before selecting the Finish button Once booked, the customer's task will display as Done. The View button displays so they can view or reschedule the appointment. The customer is prompted to submit their claim. Note: the system will check each night if appointments for the following day link to a submitted claim. If the customer has not submitted their claim, the system will cancel the appointment and the customer task will return to a status of Required.
13	To submit claim To submit their claim, customers must: answer all mandatory questions provide all required documents verify their identity (when there is no Identity Confirmation Indicator (ICI) recorded) book a new claim appointment (job seeker online claim appointment) Some vulnerable customers may be able to submit their claim without providing all documents. Claims not submitted within 13 weeks will expire. The claim cannot be submitted if the Required tasks are not complete. Once the tasks are completed, the Submit button will display and the customer can submit their claim.
14	Further assistance 'Channel hopping' means: the customer can start a claim online and the Service Officer can take it over, or a Service Officer can help a customer start a claim, which can then be completed by the customer online (a Centrelink online account linked to myGov is required) For more information, see Assisted Customer Claims (ACC) table on the Assisted tab.
15	Pre-population of claim responses in the Job Seeker Snapshot Responses to some questions in the JSP claim will be used to pre-populate similar questions in the Job Seeker Snapshot. The job seeker will have the opportunity to review the responses and make changes within the Job Seeker Snapshot (online or staff assisted).

Assisted

On this Page:

Contact about claiming JSP

Assisted Customer Claim (ACC)

Actioning a facilitated claim review work item following a DSP Medical Risk Based Review with a notifiable event to claim JSP

Contact about claiming JSP

Table 1

Step	Action
1	Initial contact For information about eligibility, see Eligibility and rate impacts for JobSeeker Payment (JSP). Where the customer is unable or unwilling to claim online, they can claim JSP via: Assisted Customer Claim (ACC), or Paper claim (SU716). The Job Seeker Snapshot Offline form must also be completed where the customer will be uncontactable to complete the Participation Interview. For example, a customer being serviced via Outreach who does not have access to their phone. See the Resources page for a link to the form.
2	Early claims A customer can start an early claim for JSP if they will be qualified for the payment within the 13 week period, starting on the day after the claim is made. They cannot complete Review and Confirm, Next steps or submit the claim online until within 14 days of the eligibility day. They will get a reminder notification 14 days before their eligibility day. If they are making an early online claim after a break in payment of 39 weeks or less, they will have fewer questions. If a customer lodges an early claim online, in the Next steps section, a Supplementary task button displays advising the customer to Complete the Job Seeker Snapshot online. If the customer cannot claim online, ACC may be run. A detained person may lodge a claim up to 3 weeks before release from prison. These claims are not considered early claims as the customer is qualified but not payable at the time of claiming. Has the customer lodged an early claim? Yes, see Early claims. Procedure ends here No, go to Step 3
3	Online claim offer When discussing online claim options, Service Officers must check: if the remote indicator is showing on the Customer Overview, or if the residential address is in a remote location To check if the address is in a remote location: search the town name in Office Locator view the Towns Result List view the Remoteness column Customers who access Services Australia via an agent, Remote Service Centre, or phone, may require assistance to lodge an online claim. Can the customer submit an Online claim? Yes, ensure they have a Centrelink online account linked to myGov. Help them to complete their claim online. See Self service tab No: If the customer lives in a remote Indigenous community, Smart Centre Service Officers can transfer the customer to the Remote Claims Processing (RCP) team using Services Australia workspace, to complete their Assisted Customer Claim (ACC). Procedure ends here For all other customers, go to Step 4 Remote Claims Processing (RCP) staff, go to Step 4
4	Assisted Customer Claim (ACC) Service Officers use ACC when: a customer or correspondence nominee is unable or unwilling to claim online a completed paper claim form is received in a service centre ACC will identify all documents required from the customer before the claim can be submitted. The Service Officer or the customer can upload any required documents. See Upload documents service. If the required documents include a form, the customer can print it from Services Australia website, or the Service Officer can issue it. For help completing ACC, see Table 2.

Assisted Customer Claim (ACC)

Table 2

Step	Action
1	Before starting ACC Check the Document List (DL) screen for any DOCs relevant to a claim for JSP, including whether there is a DOC that includes 'Transition Claim' in the title. Update the customer's personal details via Change in Contact Details workflow, as ACC no longer asks them. If there is a DOC with 'Transition Claim' in the title, the ACC is not required as this means the customer has submitted a streamlined claim to transfer to JSP. If ACC was started before that workflow was run, the claim can be exited and the updates made outside the claim before submitting it. The updates will appear on the Review page in ACC. Note: do not update accommodation details using the Change in Contact Details workflow, as they will be updated in ACC. Customers eligible to access a streamlined claim for JSP will have a 'task' display in their online account. Encourage them to complete this task. The streamlined claim option is not available through ACC. For information on eligibility for this process, see Transfer to JobSeeker Payment (JSP) from another payment. Is the customer currently receiving Disability Support Pension? Yes, and there is a JSP Review (JSP/REV) work item, see Table 3 > Step 1 No, go to Step 2
2	Start ACC Staff can access ACC via the ACC desktop icon. My online claims page will display any current and historical claims. select Make a Claim select Get started under the Looking for work category JobSeeker Payment Eligibility check page is displayed in the Eligibility check section: answer the questions to check their eligibility for payment update Source and Date of Receipt fields if necessary select Claim now
3	Claim Introduction Introduction text advises the customer about collecting and confirming information before the claim can be submitted. Select Begin, customer is advised of the following: Submit their claim as soon as possible to be paid from the earliest date What to expect during their claim process and the steps they must take Information that may need to be supplied to complete the claim Select Continue
4	Claim navigation section The Claim navigation page displays sections of the claim to be completed. The next section cannot be started until the previous section is complete. This page displays: Claim status Claim sections Advice to submit the claim as soon as possible to be paid from the earliest date The claim does not have to be completed in one session. Service Officers can select Claim navigation section at any time, and their responses will save automatically, enabling them or the customer to continue with the claim later.
5	Your personal details Question sets include: Personal details - identity, address, contact details, relationship Contact Requirements - permission to enquire, nominee Australian Residence Accommodation Child Details
6	Your Circumstances Questions will request the customer to provide information about their previous circumstances prior to applying for payment. Circumstances the customers may select include: Your circumstances - previous paid work, money on hand Your previous employer details Your leave and redundancy payments Additional circumstances - work ability, education level, current study, barriers to work or looking for work If the customer selects any of the work-related circumstances, they must provide the date they last worked, confirm if still employed, and details of their former employment such as the employer's name and contact details. Additional circumstances The customer is asked a series of questions to determine if they are eligible for other assistance and services, for example: unable to look for work or participate in a suitable activity due to a medical condition or other reasons currently studying
7	Your financial details Questions include: Payment instructions Tax File Number Tax deductions Cash on hand Income and asset modules based on the customer's responses to trigger questions in the claim The customer is advised if there is existing income and asset information. Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. To identify if: a current STP employer has been presented, the question 'Do you work for (employer)' will display in the claim slider a previous STP employer has been presented, 'Employer Reported' will be listed directly under 'Reason ceased work for employer' If the customer has been presented with pre-filled STP data, see Single Touch Payroll (STP) in Centrelink claims Online income and asset collection includes: savings managed investments shares real estate superannuation income streams funeral bonds home equity conversion loans gifting foreign pensions other government payments compensation and/or damages income and assets outside Australia scholarships other income other assets earnings Some question sets still require paper forms to be completed: Private Trust (MOD PT) Special Disability Trust (MOD SDT) Private Company (MOD PC) Business details (MOD F) Customers can upload their supporting documents for income and assets by using Upload documents.
8	Review claim and Customer declaration Check all information is correct on the Review your claim page. If mandatory information is missing, a red Update required message will display Confirm the customer's contact details are correct: If update is needed exit ACC and use the Change in Contact Details workflow If contact or interpreter details need to be updated, go to the Other Contact Details (OCD) screen in Customer First to update Customer declaration When ACC is used to support the claim process, encourage the customer to submit the claim using their Centrelink online account or the Express Plus Centrelink mobile app. If a customer is willing to take over their own claim, remind them they must submit the claim as soon as possible. For early claims, the customer cannot complete the declaration and submit their claim until they are within 14 days prior to their first day of eligibility. Note: nominees cannot access the Express Plus Centrelink mobile app on behalf of a customer. They can select Nominee access from the More menu in the app. This will securely redirect them to their Centrelink online account on their mobile internet browser. If a customer is willing to do so, remind them they need to submit the claim, or it will expire after 13 weeks. If the customer declines or is unable to submit their claim online: Read the customer the verbal declaration script Tick the box on the Review your claim page if they accept This will confirm that the declaration script has been read, and that the customer accepts it Once the verbal declaration is accepted and ACC submitted a DOC containing this information will be displayed in: Process Direct notes Customer First Super Case Outstanding items This section will display if the customer has selected Provide details later in any of the previous sections of the claim. Select the item to go back to the relevant section of the claim to make the update. Confirm details A summary of all the information provided by the customer is displayed so they can check what they have entered is correct. The information displays in sections, for example, Circumstance details. A summary of My profile information also displays. Ensure all information is correct. To correct online claim information, select the Update button relevant to the answers requiring change. This displays the relevant section of the claim to review/update the particular claim questions and responses. To correct My profile information and personal details, exit ACC and update using the Change in Contact Details workflow. Declaration Once all information is correct, the declaration must be read to the customer and accepted by ticking the box. Completing the declaration means a Customer Declaration Form (CDF) is not required. Acknowledgement The acknowledgement must be read to the customer and accepted by ticking the box. Completing the acknowledgement means the customer understands and agrees to the terms of their claim. Confirm Information The Confirmation Information button should be selected to save all the information provided in the claim. No answers in the claim can be changed once this button is selected.
9	Completing tasks Encourage customers to use their Centrelink online account or the Express Plus Centrelink mobile app to complete tasks and submit their claim. Some tasks may have an information pop-up message with help text to explain what type of documentation is required and considered valid for this task. Access this by selecting a specific word, underlined in the task. Selecting the specific word again will exit the pop-up message. If the customer uploaded or provided documents before starting the online claim or ACC, the document displays as Required in the Next steps section. The customer can: re-upload the document from the Next steps section, or contact by phone or in person to have the Manage Draft Claim Tasks workflow run to change the document status from Required to Provided Telephony Service Officers can help the customer upload the documents and submit their claim online. If necessary, face to face Service Officers can scan the documents and run the Manage Draft Claim Tasks workflow to submit the ACC for the customer. Note: if a Service Officer does this, the customer will not have access to the Claim Tracker or notification.
10	Job seeker Online Claim Appointment Service Officers skilled in Participation Interview and assessing job seeker claims must: mark the book appointment task as 'mark as booked' and submit the claim via the ACC conduct a Participation Interview and assess the claim Service Officers not skilled in Participation Interview must: mark the book appointment task as 'mark as booked' via ACC, and book a Job seeker Online Claim Appointment via the Appointments tab in Process Direct From the Booked Appointments screen, select and complete the following fields: Appointment details Appointment Type: Job seeker Online Claim Appointment Appointment Channel: Phone Service Reason: JobSeeker Payment Appointment Booking On this day: select required date Location: Participation Appointments Profile 2 Select the appointment Time. Note: if the available time is in minus this means there are no available appointments at this time Select Save
11	Submit claim To submit the claim via ACC, all mandatory questions must be answered, and all required documents must be provided, including identity documents where there is no Identity Confirmation Indicator (ICI) recorded. A job seeker online claim appointment must be booked. Once all Required tasks are completed, Submit the claim. The Claim Submission Details page will display: Submitted date Claim ID Estimated Completion Date Range (ECDR), a date range that can be given to the customer A View claim history button A View claim answers button Tabs that link to Claim history and Claim answers Note: complete the Participation Interview and finalise processing of the new claim using Process Direct.
12	Pre-population of claim responses in the Job Seeker Snapshot Responses to some questions in the JobSeeker Payment (JSP) claim is used to pre-populate similar questions in the Job Seeker Snapshot. The job seeker will have the opportunity to review the responses and make changes, where required, within the Job Seeker Snapshot (online or staff assisted).

Actioning a facilitated claim review work item following a DSP Medical Risk Based Review with a notifiable event to claim JSP

Table 3

Step	Action
1	DSP cancellation decision JSP Review (JSP/REV) Future Activity List (FAL) activity matures and is allocated via workload management (WLM). See MRBR Decision - DSP SOI DOC for DSP cancellation details. Has the customer applied for a formal review of the DSP cancellation? Yes, the customer is not to be contacted when the FAL activity matures. Complete the JSP Review activity The Service Officer must annotate the MRBR Decision - DSP SOI DOC with DSP-CUR/PPR - Alt payment unable to be assessed until the formal review of decision outcome is known Procedure ends here No, make 2 genuine attempts to contact the customer. If customer contact is: successful, go to Step 4 unsuccessful, go to Step 2
2	First contact with customer is unsuccessful Annotate the MRBR Decision - DSP SOI DOC with details of the contact attempt: JSP Review claim contact attempt Contact number/s: (what telephone numbers were used in attempt to contact) Time: (what time was the attempt to contact and the state code, for example, 10:15 am QLD) Message left: Yes/No Call outcome: second attempt will be made The JSP Review work item must be unassigned. Choose service support referral, this reallocates the work item for a second contact attempt to be made. See Workload Management.
3	Second contact with customer is unsuccessful Annotate the MRBR Decision - DSP SOI DOC with details of the contact attempt: JSP Review claim contact attempt Contact number/s: (what telephone numbers were used in attempt to contact) Time: (what time was the attempt to contact and the state code, for example, 10:15 am QLD) Message left: Yes/No Call outcome: second attempt unsuccessful JSP/REV cancelled Complete the JSP/REV activity. No further action is required in relation to the ACC Procedure ends here.
4	Contact with customer is successful If the customer applies for a formal review of decision, go to Step 5. If the customer does not apply for a formal review of decision or requests an ACC to be run, complete the following: Submit the new claim using the In Crisis exemption to bypass the Circumstances Change Monitor (CCM) Run Assisted Customer Claim (ACC). See Table 2 > Step 2 Check the customer record to determine if documents listed at Next steps are required. Ensure the Provided checkbox is selected. Note: if further documents are required, advise the customer to provide the documents to prevent claim rejection and/or any delay in payments Add the keyword DRBRTRF to the JSP NCL activity via the Keywords screen in Process Direct Hold the new claim until end of DSP POG (day 43) Complete the JSP/REV activity Procedure ends here.
5	Customer applies for a formal review of the DSP cancellation If the customer applies for a formal review of the DSP Cancellation, Service Officers are to: Run the Internal review/Explanation. See Payment pending review (PPR) of decision to cancel DSP due to loss of medical qualification Annotate the MRBR Decision - DSP SOI DOC on the customer's record with DSP-CUR/PPR Alt payment unable to be assessed until the formal review of decision outcome known Complete the JSP/REV activity, and Tell the customer DSP will be restored until the outcome of the review is known and that an Authorised Review Officer (ARO) will contact them about the decision Do not complete the ACC. Procedure ends here.