Home Equity Access Scheme (HEAS) cancellation, restorations and rejections 065-19060321

Item

Description

1

Cancellation (CAN)

• Cancellations for the HEAS claims are actioned in Customer First or Customer Record
• Cancelled records can sometimes be manually or automatically restored
• Before cancelling a HEAS customer's payment, care must be taken to establish that the customer has lost entitlement to their qualifying payment
• Manual cancellations for HEAS claims are recorded via the HEAS Details (PLS) screen. Do not use the Benefit Action (BA) screen to cancel HEAS loan payments

2

Rejections (REJ) of claims

• Rejections for claims are actioned in Process Direct
• A new claim activity must be completed to get the HEAS customer on payment if the decision to reject was incorrect
• HEAS customers may withdraw their HEAS claims voluntarily or where the customer may have lodged an inappropriate or incorrect claim. In all these circumstances, claims under the HEAS are taken to have never been lodged. See Assessing Home Equity Access Scheme applications for more details
• Rejections are not restorable
• Manual rejections are recorded via the HEAS Details (PLS) screen. Do not use the Benefit Action (BA) screen to reject HEAS applications

3

Rejections of advance payments requests

• Rejections for advance payment requests are actioned in Process Direct via the HEAS Advance (HEASADV) screen
• Staff can withdraw an advance payment request at the customer’s request
• See Advance payments for Home Equity Access Scheme loans for more details

4

Initiation

• M - Manual cancellation or rejection codes that can be manually input via the Reject/Cease Reason field on the HEAS Details (PLS) screen
• A - cancellation or rejection codes that automatically occur on the system based on coding input by staff or a system generated reassessment
• The automated cancellation or rejection reason for a claim displays in the Reject/Cease Reason field on the HEAS Details (PLS) screen upon completion of the activity
• The rejection reason for advance payments displays on the HEAS Advance (HEASADV) screen in Process Direct

5

Starting fortnightly payments

• M - can be manually restored by updating the HEAS Details (PLS) screen. Some restorations may also require updating the customer’s circumstances. Do not use the Benefit Action (BA) screen to restore HEAS loan payments
• A – can be automatically restored
• N – cannot be restored

Reason code

Description

Valid action codes

Initiation

(manual M or automatic A)

Restoration (does not apply to REJ)

AGD

Age requirements not met

REJ, CAN

A

M

APA

Age requirements not met (pre 1 July 2019)

REJ, CAN

A

M

ARJ

Advance claim rejected. See Table 3 for additional reason.

REJ

A

N/A

BAN

Bankruptcy or Personal Insolvency

REJ, CAN

A

M

BEN

No qualifying payment (pre 1 July 2019)

REJ, CAN

A

A

CLR

Voluntary withdrawal (customer request)

REJ, CAN

M or A

M

DEA

Death of PLS applicant

REJ, CAN

A

M

DIS

Secretary discretion

REJ, CAN

M

M

FRC

Failure to return correspondence

REJ, CAN

M

M

INS

Insurance requirements not met

REJ, CAN

A

M

MAX

Receiving maximum rate pension

Note: from 1 July 2019 this reason will only occur for a loan top up type of MAX or PCT with a percentage amount of 100% or less

REJ, CAN

A

M

MBL

Maximum Loan Amount reached

CAN

A

M

REA

Australian real estate requirements not met

REJ, CAN

A

M

SEC

Inadequate security

REJ, CAN

A

M

STS

No qualifying payment

REJ, CAN

A

M or A

Reason code

Description

Valid action codes

Initiation

(manual M or automatic A)

Restoration

2AP

Two advances already taken

REJ

M or A

N

AVW

Advance request voluntary withdrawal

REJ

M

N

MBE

Maximum loan amount precludes

REJ

M or A

N

ZMA

No advance amount available

REJ

M

N