Suspension of JobSeeker Payment (JSP) and Youth Allowance (YA) 001-19051511

Have letters been returned 'return to sender - no longer at this address'?

• Yes, see Return to sender (RTS) mail for Centrelink. Procedure ends here
• No, go to Step 2

Has the customer contacted regarding a payment that has already been suspended?

• Yes, see Step 3 in Table 3
• No, go to Step 3

Payments may be suspended if a customer is temporarily not qualified for payment or the payment is not payable as a result of:

• changes in their circumstances
• failure to comply with the requirements for payment, or
• information that has not been provided to ensure that payments are directed correctly (such as a valid address or bank account details)

Is it appropriate to consider suspending payment?

• Yes, go to Step 4
• No, procedure ends here

Is suspension being considered because the customer has employment income that may result in a nil rate payable?

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

Updating employment income allows eligible customers to use Working Credits or the Work Bonus and access 12 fortnights at nil rate before their payment is cancelled:

• Working Credits may enable the customer to keep some of their income support payment while they are working
• If the customer's income reduces their fortnightly rate to nil and some of that income is employment income, the customer's payment may remain current at nil rate for up to 12 fortnights

If the customer is entitled to the employment income nil rate period, the system will be automatically updated when the employment income is recorded on the customer's record. Payments are automatically restored if employment income reduces and the customer is again eligible for payment.

Note: customers retain their entitlement to the Concession Card in the nil rate period.

• Update the customer's employment income using the Earnings and Reporting workflow. Note: if the workflow is not working, code the employment income manually on the Employment Income Details (EAN) screen. For assistance, see Recording and correcting employment income details
• For customers receiving family assistance, check their annual income estimate is reasonable and request a revised estimate, if necessary
• Record details on a DOC
• Procedure ends here

Payments must not be suspended or cancelled if it is suspected that a customer is no longer eligible for payment or if information is received (for example, a tip-off) which suggests a customer may not be eligible. Regardless of how significant the evidence is, the customer must be asked to provide information. An outcome cannot be determined without the opportunity to address adverse information.

If the customer has a correspondence nominee, copies of letters and notices must also be sent to the nominee. Payments must not be suspended if contact with the nominee has not been made or attempted.

Has the customer been issued with an appropriate request for information/action?

• Yes, go to Step 8
• No, go to Step 7

Information must be requested from the customer via a notice under the appropriate section of the Social Security (Administration) Act; section 63, 67, 68, or part 5, division 1. Requests for information must include:

• details of the information/action required
• the timeframe for response (noting that this must be reasonable)
• the consequences of non-compliance, and
• the reference to the relevant Act under which the request has been made

Request the required information. See Requesting information (CLK).

If the customer has a correspondence nominee, copies of letters and notices must also be sent to the nominee.

Procedure ends here until the information has been provided and/or the review for the return of information has matured.

Has the customer responded to the request for information or action within the reasonable timeframe allowed?

• Yes, cancel the review for the return of information. Go to Step 10
• No and
• the request was 'returned to sender', see Return to sender (RTS) mail for Centrelink. Procedure ends here
• the customer has not responded, go to Step 9

If a customer has not responded to the request for information, determine if special circumstances exist to warrant an extension of time to respond. See Identifying customer vulnerability and risk issues.

Do special circumstances exist?

• Yes,
• Resubmit the request for information, using Request Documents in Process Direct
• DOC reason for extension including special circumstances, etc
• Procedure ends here until response is received or the appropriate timeframe has elapsed
• No, the customer has failed to reply to correspondence. see Step 1 in Table 2

Update the customer's record with the information provided. If the customer's circumstances preclude payment, payment will be automatically suspended or cancelled. If income affects payments, rate of payment or Working Credit balance may change.

Record details on a Note/DOC on the customer's record. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs).

Procedure ends here.

Payments must only be suspended when:

• there is sufficient evidence the customer is not qualified for the payment or the payment is not payable
• the period of ineligibility is expected to be for a short time or where there is reason to believe non-compliance with any legislative issues will be resolved
• all required actions before considering suspension (information requested, 2 genuine attempts to contact customer, etc.) have been completed

Note: suspensions can only occur when the event was 'non participation' focussed.

Is the decision to suspend the payment correct?

• Yes, go to Step 2
• No, record details on a DOC including why a manual suspension is now not required, see Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs). Procedure ends here

Update the customer record with relevant information to enable the system to make an automatic determination if possible.

Otherwise, to manually suspend the payment, in the customer's record:

Go to the Benefit Action (BA) screen and code the following:

• Enter JSP or YAL as the type of benefit in the Svc Rsn field
• Enter the action to be taken in the Action field
• Enter the suspension reason in the Reason field. For the appropriate code see Cancellation, suspension and rejection reason codes for Newstart System (NSS) or use field help ('?') for valid codes
• Press [Enter] and the date of effect will default or enter the date of effect of the suspension in the Effect Date field, For further information, see Suspension of payments
• Complete footer details, Source field and date of receipt in the DOR field

Go to the Assessment Results (AR) screen:

• If the suspension code of Other (OTH) was used, inhibit the automatic suspension letter in the Actions section prior to finalising the activity
• Finalise the activity

Document the suspension by recording all relevant details using the Suspend Cancel Reason Fast Note. Use Fast Note - select Auto Text, use Generic > SUS/CAN/RES > Suspend Cancel Reason.

Suspend the partner's payment if required. See the relevant suspension process for procedures on suspending other payments.

If no partner suspension is required, see Step 1 in Table 3.

When a manual Q134 or Q999 letter is required following the suspension activity, a Manual Follow-up (MFU) activity will be generated, usually overnight, and allocated by Workload Manager (WLM) for action.

Has a manual suspension letter already been issued to the customer at the time of suspension?

• Yes, finalise the MFU and go to Step 2
• No, send a manual letter. Select the MFU from the Activity List (AL) screen and manually issue a Q134 letter or, for Assistance for Isolated Children (AIC), create a Q999 letter to the customer. The letter must include the following information:
• payment type
• decision
• date of effect of the decision
• a clear explanation of the reason for the decision
• a clear explanation of what they must do to have their payment restored and the consequences for not doing this (that is, payment will be cancelled)
• a reasonable timeframe to take required action to avoid cancellation
• their review and appeal rights
• the relevant section of the legislation under which the decision was made

• If the payment is suspended manually, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
• Service Reason: customer’s payment type
• Review Reason: select most appropriate reason
• Due Date: maximum 13 weeks from today's date
• Source: INT
• Date of Receipt: today's date
• Notes: 'Payment suspended <insert manual suspension reason> DD/MM/YYYY. Check if customer qualifies for payment and the payment is payable. Return to OB 001-19051511 for action.'
• Keywords:
  JSP - SUSJSP, or
  YAL - SUSYAL
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank
• The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
• Update the DOC on the customer record with the date the review falls due

For further information, see How to code and action a manual review.

Note: if a vulnerable or at risk customer remains without income support payment for a minimum of 6 weeks due to an automatic suspension or cancellation, the customer will require manual intervention. Customers who are overseas permanently are not eligible for this initiative. Cancel any MFUs generated for customers in this situation.

Procedure ends here.

If the review due date has been reached, review the person's qualification for, and payability of, the payment.

If a customer contacts regarding their suspension, check the DOC recorded with suspension and ascertain if the customer:

• has already complied with the action required or whether they can do so now
• is not required to supply documentation, and/or
• does not need to attend the service centre and the payment is one which is able to be restored

Any contact regarding a suspension for 'DNA participation appt or activity (APA)' are to be referred to the Participation Solutions Team (PST). Customers are not to have this suspension restored in the service centre.

Does the customer meet all of the above criteria and is eligible for payment?

• Yes, and there is no note on a DOC to prevent restoration, restore payment. Procedure ends here
• No, advise customer of the action required and refer them to the service centre via a booked appointment. Procedure ends here

Note: reviews will be allocated to appropriate staff by Workload Manager (WLM) upon expiry.