Change of address for Assistance for Isolated Children (AIC) applicants or students 102-03010070

Service Officers must ensure to complete all updates and coding on AIC records in the ISS system. In Customer First, in the following fields:

• Sys: key ISS to access the Small Benefit System (ISS)
• Nxt: key SVAIC

To action a change of address for:

• a change to the student's term address only (for example, second home address), go to Step 4
• a change to the applicants principal family home address, go to Step 2
• an allocated Manual Follow Up (MFU), go to Step 5

On the applicant's record, update the:

• Address Details (AD) screen
• Accommodation (AC) screen, and
• Telephone Details (TD) screen

Note: the student and applicant must be in the same environment. If they are not in the same environment, see Inter-environment change of address (ICoA) transfer of a customer record.

Finalise the activity and record details on a DOC on the applicants record.

A change of address on the applicant's record will create an MFU on each AIC student's record.

Go to Step 3.

Changes to a student's address may impact their allowance, rate or eligibility.

If the applicant is advising of a change in the student's circumstances, is the Service Officer skilled in AIC?

• Yes, go to Step 5
• No, use Fast Note - select Auto text, use Students, ABSTUDY and Apprentices > AIC > AIC update action DOC. Service Officers must include:
• relevant dates the applicant advises the change in circumstances occurred
• details of the new circumstances
• changes to study (if relevant)

Procedure ends here.

If the student has changed the term address, update the TER address on the Address Details (AD) screen on the student's record.

• In the Nxt field, key ADH, then:
• Address Type: select Term/Semester, then select Continue
• Start Date: key relevant date provided by the applicant
• enter address details manually or using the rapid address entry
• Address Line 1: key Second Home

Note: to access Address Line 1: in Customer First, select Enter non-Australian address.

Is the new term address also the applicant's postal address?

• Yes, go to Step 6
• No, go to Step 7

On the student's record, update the relevant screens to match the applicant's details. This may include:

• Address Details (AD) screen
• Telephone Details (TD) screen

Once all updates are completed, go to Step 6.

If the applicants postal address has changed, update the applicant's address details recorded on the Payment Instruction (PIPI) screen.

Go to Step 7.

Check that the student still meets an isolation condition, including special needs and deemed isolation.

If the student no longer meets an isolation condition, determine if continuity of schooling concession may apply.

If further details are required to determine ongoing eligibility or entitlements, staff must make 2 genuine attempts to contact the applicant by phone.

If contact with the applicant was unsuccessful:

• send a Q164 Request to contact letter
• record details on a DOC
• procedure ends here

If contact with the applicant was successful, was there a change to the student's isolation condition?

• Yes, go to Step 8
• No, go to Step 9

If the change of address has resulted in a change to the student's isolation condition, updates to the EIC Isolation Details (EIID) screen are required.

For coding of:

• continuity of study, see Determining the entitlement end date for Assistance for Isolated Children (AIC)
• all other conditions, see Isolation conditions for Assistance for Isolated Children (AIC)

Does the student still meet an isolation condition, including special needs and deemed isolation, in relation to the new principal home address?

• Yes, go to Step 9
• No, see Table 3

If the student has had a change to their living arrangement, their ongoing eligibility must be checked.

To confirm ongoing eligibility, if the student is:

• studying by distance education (including at a Homeland Learning Centres), see Eligibility for Assistance for Isolated Children (AIC) Distance Education Allowance (DED)
• boarding away from home, see Eligibility for Assistance for Isolated Children (AIC) Boarding Allowance (BA/ABA)
• boarding short term, see Completing and assessing the Assistance for Isolated Children (AIC) Application for Short Term Boarding Allowance (SY068)
• living in a second family home, see Eligibility for Assistance for Isolated Children (AIC) Second Home Allowance (SHA)

Has the student change their living arrangement?

• Yes:
• Insert the new details on the Living Arrangement Details (EILA) screen, see Table 4 > Step 4 in Assessing and coding claims for Assistance for Isolated Children (AIC)
• Event Date: key the date the change occurred
• Go to Step 10
• No, go to Step 10

Is the student registered with their state/territory education authority to undertake home learning, and they have moved interstate?

• Yes, check the home schooling registration rules for the relevant state/territory the student is registered in. If their registration:
• is no longer valid due to moving interstate, see Table 2
• can continue, go to Step 11
• No, go to Step 11

Due to the change in principal family home, has the student had a change to their approved study?

• Yes, and:
• there is a gap in entitlement, see Table 2 > Step 6 in Assessing and coding Assistance for Isolated Children (AIC) term enrolment checks for coding. Once completed, see Table 3
• studies have been continuous, see Table 2 > Step 5 in Assessing and coding Assistance for Isolated Children (AIC) term enrolment checks for coding. Once completed, see Table 3
• No, see Table 3

When an applicant or student moves interstate, confirm if a change in circumstances has occurred that may affect their AIC eligibility.

Attempt to contact the applicant to verbally confirm details, such as:

• study details - has the student changed schools?
• study mode - is the student still home schooled?
• start date - when did the student commence the new study?
• registration - is the student still a registered home school student?

If the contact attempt is:

• Successful, and the applicant:
• can confirm the details have not changed, no updates are required. See Table 3
• advises a change in circumstances, go to Step 2
• Unsuccessful, or if no contact details are available, go to Step 6

If updates are required, confirm the student's eligibility for AIC with the change of circumstances.

If the student has:

• a change in living arrangements, go to Step 3
• a change to their study details, go to Step 4
• returned to full-time studies after a break, go to Step 5

If the student has changed living arrangements, see Table 2 > Step 4 in Assessing and coding Assistance for Isolated Children (AIC) term enrolment checks for coding.

Have the students study details also changed?

• Yes, go to Step 4
• No, see Table 3

If the student has had a change in study details, with no break in study, see Table 2 > Step 5 in Assessing and coding Assistance for Isolated Children (AIC) term enrolment checks for coding.

When the assessment is complete, see Table 3.

If the student has a gap in entitlement, see Table 2 > Step 6 in Assessing and coding Assistance for Isolated Children (AIC) term enrolment checks for coding.

Once required coding is completed, see Table 3.

If contact with the applicant was unsuccessful, or additional information is required to assess ongoing AIC eligibility:

• Issue a Request for information (RFI) letter asking the applicant to verify enrolment and/or study load
• Record details on a DOC:
• use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Address Updated > Confirm, include all the relevant details

Procedure ends here.

• Go to the Assessment Results (AR) screen and finalise the activity
• Record details on a DOC:
• use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Address Updated > Confirm, include all the relevant details

Has the change in principal family home address resulted in a debt?

• Yes, and the Service Officer is:
• trained in actioning debts, see Table 2 in Cancellation and debt raising of Assistance for Isolated Children (AIC) payments
• not trained in actioning AIC debts, go to Step 2
• No, go to Step 2

Are there other AIC siblings that require a change of address update or that have an address MFU?

• Yes, repeat the process for each AIC sibling, see Table 1
• No, procedure ends here