The Living Arrangements question set 102-05030000

Action may be needed from a previous contact regarding the customer's sharing arrangements.

If the customer contacts and advises they:

• are currently sharing accommodation:
• and are in receipt of Disability Support Pension (DSP) under 21, ABSTUDY or Youth Allowance (YA), as dependent customers, see Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA). Procedure ends here
• for all other customers, go to Table 2, Step 1
• have stopped sharing accommodation with sharers who are currently listed on their record, go to Table 2, Step 6
• are contacting in relation to a verbal request to provide details of people they are sharing with, go to Table 2, Step 4
• have received a Request to contact (Q164) letter. If the request to contact is due to the:
• agency receiving information from rent documentation indicating the customer is sharing, go to Step 2 (Customer responds to the Q164 section)
• customer advising they are sharing when they or their sharer are under the age of consent, go to Step 4 (Customer responds to the Q164 section)
• customer advised in their new claim they do not share, but other information provided contradicts this, go to Step 3

If a Service Officer:

• receives a work item in relation to failed online updates, go to Step 5
• is processing an acceptable lease agreement and/or Rent Certificate (SU523HD) which indicates the customer may be sharing (for example, joint lease), for:
• customers recorded as single, go to Step 2
• customers recorded as partnered, continue processing the proof of rent documentation
• identifies in a new claim that the customer is sharing their accommodation but they did not provide sharer details, go to Step 3
• receives a review activity (in response to previously issued Q164 letter), check if the customer contacted. If the customer:
• previously responded and no further action is required, close the Work Item. Procedure ends here.
• has not responded, and the Q164 was in relation to customer indicating they are a sharer on a rent certificate/lease agreement, go to Step 2 (Customer does not respond to the Q164 section)
• has not responded, and the Q164 was in relation to a New Claim, go to Step 3
• has not responded, and the Q164 was in relation to the customer reaching the age of consent, go to Step 4

Check responses to the Sharer Details (SDQ) page to determine if the sharer is already recorded.

Where there are indications a single customer may be sharing but the sharer is not recorded, attempt to contact the customer to confirm details of the sharer/s.

Make genuine attempts to contact the customer, to confirm sharer/s details.

Was the outbound contact to the customer successful?

• Yes, and the customer:
• confirms they are sharing, for action required on the SU523, see Processing proof of rent for the Verification field on the Accommodation Details (AC) screen. Go to Table 2
• denies they are sharing, and the Service Officer has concerns and suspects the customer is a sharer, refer for investigation via the Report Suspected Fraud and Corruption. See Processing proof of rent for the Verification field on the Accommodation Details (AC) screen for action required on the SU523
• denies they are sharing and the Service Officer has no concerns and is comfortable with the customer’s explanation on the discrepancy, continue processing SU523, see Processing proof of rent for the Verification field on the Accommodation Details (AC) screen. Procedure ends here
• No, issue a Q164 letter to the customer through an online advice. In Customer First, create a manual review on the Review Registration (RVR) screen and complete as follows:
• Service Reason: customer’s payment type
• Review Reason: MAN (Manual Entitlement Assessment)
• Due Date: due date of Q164 (allow extra time for mail delivery)
• Source: INT
• Date of Receipt: today's date
• Notes: 'Q164 has been issued as customer indicated on the rent certificate/lease agreement they are sharing. Check if sharer has been recorded and return to OB 102-05030000 for action.'
• Keywords: SHRFU
• 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
• Record a DOC using Fast Note advising sharing status needs to be discussed when the customer contacts
• Procedure ends here until the customer responds to the Q164 or the review activity matures

Advise the customer they have provided information which indicates they are a sharer their accommodation and we need to clarify their sharer status. If the customer:

• confirms they are sharing, for action required on the SU523, see Processing proof of rent for the Verification field on the Accommodation Details (AC) screen. Go to Table 2, Step 1
• denies they are sharing, and the Service Officer has concerns and suspects the customer is a sharer, refer for investigation via the Report Suspected Fraud and Corruption. See Processing proof of rent for the Verification field on the Accommodation Details (AC) screen for action required on the SU523
• denies they are a sharer and the Service Officer has no concerns and is comfortable with the customer’s explanation on the discrepancy, continue processing SU523, see Processing proof of rent for the Verification field on the Accommodation Details (AC) screen. Procedure ends here

Suspend their payment. Procedure ends here until the customer contacts.

Where there are indications, a single customer may be sharing but the sharer is not recorded, attempt to contact the customer to confirm their sharer status.

Contact must be made to discuss the customers sharer status and if required, their living arrangements.

Make genuine attempts to contact the customer, to discuss their sharer status.

Was contact with customer successful?

Yes and the customer:

• confirms they are sharing, obtain and update the correct details (including sharers), see Determining proof of rent for Verification field on the Accommodation Details (AC) screen. Go to Table 2
• denies they are sharing, and the Service Officer has concerns and suspects the customer is a sharer, refer for investigation via the Report Suspected Fraud and Corruption. See Determining proof of rent for Verification field on the Accommodation Details (AC) screen.
• denies they are sharing and the Service Officer has no concerns and is comfortable with the customer's explanation on the discrepancy, continue processing new claim, see Determining proof of rent for Verification field on the Accommodation Details (AC) screen. Procedure ends here

No

• Issue a Q164 letter to the customer through an Online Advice.
• Annotate New Claim Progress DOC with the following text:
  Customer advised in NCL they do not share their accommodation, however other information contradicts this. Contact with customer unsuccessful, Q164 issued. When customer contacts clarify sharing arrangements and record details in a doc. NCL placed on hold. If information not provided, reject claim for reason 'failed to reply to correspondence (FRC)'.
• Place new claim on hold for the relevant review period. Procedure ends here.

Advise the customer they have provided information within their claim which indicates they share their accommodation and we need to clarify their sharer status. If the customer advises they are:

• sharing, go to Table 2, Step 1
• not sharing their accommodation, record a DOC using Fast Note advising customer is not a sharer. Procedure ends here

Reject new claim using reason 'fail to reply to correspondence (FRC)'.

Procedure ends here until the customer contacts.

A manual review matures when the customer/sharer reaches the applicable age of consent for the state or territory they live in. This is to review the customer’s circumstances and code sharer details/update living arrangements, if applicable.

Attempt to contact the customer to confirm if the customer is still sharing and details of the sharer/s.

Make genuine attempts to contact the customer.

Was the outbound contact to the customer successful?

• Yes, and the customer advises they are:
• still sharing, complete the coding, including navigation to the Living Arrangements page. Go to Table 2, Step 1
• no longer sharing, record a DOC using Fast Note advising customer is no longer sharing. Procedure ends here
• No, issue a Q164 letter to the customer through an online advice. In Customer First, create a manual review on the Review Registration (RVR) screen and complete as follows:
• Service Reason: customer’s payment type
• Review Reason: MAN (Manual Entitlement Assessment)
• Due Date: due date of Q164 (allow extra time for mail delivery)
• Source: INT
• Date of Receipt: today's date
• Notes: 'Customer has reached the age of consent and shares accommodation. The Living Arrangements questions must be asked. When customer contacts, return to OB 102-05030000 for action.'
• Keywords: SHRFU
• 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
• Record a DOC using Fast Note advising sharing status needs to be discussed when the customer contacts
• Procedure ends here until the customer responds to the Q164 or the review activity matures

Advise the customer they have provided information which indicates they share their accommodation and we need to clarify their sharer status. If the customer:

• advises they are still sharing, complete the coding, including navigation to the Living Arrangements page. Go to Table 2, Step 1
• advises they are no longer sharing, record a DOC using Fast Note advising customer is no longer sharing. Procedure ends here

Suspend their payment.

Procedure ends here until the customer contacts.

In some circumstances where a customer has updated their address/accommodation, a work item will be created on a customer’s record due to a failed online update.

For example, when the customer advises they will be sharing address/accommodation in the future Manual intervention is required.

Service Officer is required to:

• review the DOC to determine updates the customer made online
• complete the coding, including navigation to the Living Arrangements page. Go to Table 2, Step 1

The LA question set identifies if a customer may be a member of a couple (MoC). Before running the Customer First Change in Contact Details workflow, complete some checks to determine if forms can be overridden at the end of the workflow.

• Check if a MoC decision has been made in the last 13 weeks:
• Check the Document list (DL) screen on the customer and sharer’s/other person’s records (if they have one) for a Member of a Couple Decision DOC about the same sharer/other person
• If a Member of a Couple DOC exists, the LA question set will still need to be completed. The Relationship Details Form issued, (if triggered) can be overridden when a MoC decision has been made in the last 13 weeks
• Check if the customer and sharer have previously shared an address. The information will be on the Living Arrangements history page

In most cases, the Customer First Change in Contact Details workflow will be used. The Sharer Details and Living Arrangements question set screens are built into the Accommodation section of this workflow.

Where there is no need to update the Accommodation Details (AC) screen, for example, where the customer has advised of change in sharer details only, the workflow can still be used to update the Sharer Details page by selecting 'Accommodation'.

For definition of an immediate family member, see Background > Sharer Details > Immediate family member.

For customers only in receipt of FTB, CCS or CA the system will not automatically go to the Sharer Details page following an update to their accommodation details.

Note: there is no need to update the Accommodation Details (AC) screen for customers in receipt of CCS or CA.

Is the customer currently sharing accommodation with non-family members who are aged 16 years or over?

• Yes, go to Step 7
• No, the customer is only sharing with an immediate and/or other family members(s), then it is not required to ask the Living Arrangements question set. Procedure ends here

Note: sharer details for dates in the future cannot be coded. Tell the customer to re-contact once they have physically moved address.

Is the customer currently sharing accommodation with non-family members who are aged 16 years or over?

• Yes, go to Step 3
• No, the customer is only sharing with an immediate and/or other family member(s) on the Sharer Details (SDQ) page complete the following fields:
• Select 'No' to the question: Do you share accommodation with anyone other than an immediate family member who is 16 years of age or older?
• Complete the Source and Receipt Date fields
• Select the 'Continue' button, the LA question set will not present
• Finalise the activity via the Assessment Result (AR) screen
• Procedure ends here

The customer must provide details of all people they are currently sharing accommodation with for the agency to determine if a member of a couple assessment is needed and deliver the correct rate of payment (that is, single or partnered rate).

Is the customer willing and able to provide the sharer's details?

• Yes, go to Step 4
• No, and:
• this is the customer's first contact to advise they are sharing accommodation, see Step 1 in Table 3
• this is a further contact from the customer in relation to sharing accommodation and a request to provide the sharer's details was issued and an allowable time has passed, see Step 3 in Table 3. If not issued, see Step 1 in Table 3

If the customer has advised they are sharing accommodation with a person who is not an immediate family member and is aged 16 years or over, the Sharer Details must be completed.

Note: as sharer details cannot be edited once the workflow has been finalised, care must be taken when coding sharer details to make sure all information is correct in the first instance.

When using the Customer First workflow, on the Sharer Details (SDQ) page complete the following fields:

• Do you share your accommodation with anyone other than an immediate family member who is 16 years of age or older?: field, Yes
• Given name: field, sharer's first name
• Surname: field, sharer's surname
• Age: field, this question is asked to confirm the sharer is over 16 years for age of consent consideration
• Date commenced sharing: field, record date customer commenced sharing
• Relationship to You: field, this question is asked to establish how the customer sees the relationship between themselves and the sharer. Select the relevant options:
• 'BGF' - Boyfriend/Girlfriend
• 'FRI' - Friend/Housemate
• ‘NBR’ - Non-binary Relationship
• 'OFM' - Immediate Family Member
• 'OTH' - Other, if this code is recorded the text box will enable when it is mandatory to include additional information
• Select Add to save the details of the person/people sharing accommodation who are not already recorded
• Source: field, enter the source of information
• Receipt Date: field, enter the date of receipt

Note: if a customer advises they have a boyfriend, girlfriend or non-binary relationship, do not issue a Partner details (MOD P) form in place of a relationship details form. Do not assess a customer as a member of a couple simply because they have a boyfriend/girlfriend/non-binary relationship. If recommended, the relevant Relationship Details form (SS284) will trigger a formal member of a couple assessment to be done.

Check details of all sharers with the customer to make sure all recorded information is still current.

Is there any information already recorded on the Sharer Details (SDQ) page that is no longer current?

• Yes, and the customer is no longer sharing with another person/s listed on the Sharer Details (SDQ) page, go to Step 6
• No, select the Continue button. As the customer has advised they are sharing with another person, the LA question set will present, go to Step 7

As the customer has advised they are no longer sharing accommodation with person/s listed on their record, the customer's accommodation details must be updated and sharer details must be ended.

Use the Customer First Change in Contact Details workflow. On the Sharer Details (SDQ) page:

• Make sure the 'Have you changed who you share your accommodation with? For example, are you still living with any sharers not previously advised to Centrelink?' is checked 'Yes'
• Select the sharer that is to be removed from the list of sharers, the relevant line will now show as highlighted
• Select the Remove button from under the Update Sharers section
• Complete the Source and Receipt Date fields

Does the customer share with any other person not already recorded?

• Yes, as the customer has advised they are sharing with someone, record the details of the new sharer, go to Step 7
• No,
• Select the 'Continue' button
• The LA question set will not present. Finalise the activity via the Assessment Result (AR) screen, this will end date the sharer's details
• If actioning a failed online activity, finalise the hand off activity and the open DOC
• Procedure ends here

The agency needs the customer to answer questions about their living arrangements because:

• the customer is not partnered and,
• they share accommodation with a person who is not an immediate family member and is over the age of 16

If the customer is sharing with more than one person, the questions must be asked for all sharers and responses recorded accordingly. There are 5 questions that must have responses recorded as well as a safety concern question. Service Officers will need to enter responses 'Y' or 'N' based on the customer's advice for each question.

For Customers only in receipt of Family Tax Benefit, Child Care Subsidy, or Carer Allowance, the system will not automatically navigate to the Living Arrangements question set following an update to the customer’s accommodation details. See Resources page for Living Arrangements questions > FTB/CCS/CA only – verbally asking living arrangements questions column to determine which question needs to be asked as this will depend on the payment the customer is receiving.

Go to Step 8.

Question: Have you shared accommodation at another address with <NAME OF SHARER/S>?

• no forms are sent based on the response to this question

Question: Have you and <NAME OF SHARER/S> previously lived together as a couple (for example, married, partnered, de facto or in a registered relationship)?

• if the customer response is 'Y' to this question, the system will recommend a Relationship Details - Separated under one roof (SS293) form to be issued to the customer and the sharer if applicable (for example, no safety concerns identified)

Question: Do you and <NAME OF SHARER/S> share the parenting/guardianship of any children?

• if the customer response is 'Y' to this question, the system will recommend a Relationship Details (SS284) form to be issued to the customer and the sharer if applicable (for example, no safety concerns identified)

Question: Have you and <NAME OF SHARER/S> ever had any joint financial commitments (for example, joint bank account, mortgage, or other loans)

• if the customer response is 'Y' to this question, ask if they have a joint bank account just for paying rent and/or utilities:
• a free text box will present to record any additional information the customer may provide about the nature of the joint financial commitments. The additional information provided may help the Service Officer determine whether to override the system recommendation to issue an SS284 form
• the system will recommend an SS284 form to be issued to the customer and the sharer if applicable (for example, no safety concerns identified)
• if there is only one joint account and it's for the purposes of paying rent and/or utilities, the recommendation to issue the form can be overridden

Question: if you participate in activities with <NAME OF SHARER/S>, are you considered to be a couple?

• if the customer response is 'Y' to this question:
• a free text box will present to allow the Service Officer to record any additional information the customer may provide about the nature of the joint activities the customer participates in with the sharer(s). The additional information provided may help the Service Officer determine whether to override the system recommendation to issue an SS284 form
• the system will recommend an SS284 form should be issued to the customer and the sharer if applicable (for example, no safety concerns identified)

Go to Step 8.

The safety concerns question does not need to be asked. Service Officers can record ‘No’ to this question if the customer has responded ‘No’ to the LA questions relevant to their payment type.

Family and domestic violence

There are specific procedures for a customer who is experiencing family and domestic violence. Under no circumstances should contact be made with the alleged user of violence (generally the other person who is the sharer/ex-partner). The matter must be referred to a social worker to assess appropriate supports and help that may be needed.

Question: Are you concerned about your safety if forms are issued to <NAME OF SHARER/S>?

Based on the customer’s responses to the Living Arrangements questions, does the relevant Relationship details (SS284 or SS293) form(s) need to be issued?

• Yes, go to Step 11
• No, procedure ends here

If the customer's response to this question is:

• Yes, any Relationship Details (SS284 or SS293) forms (if the recommendation is not overridden) will be automatically issued to the customer and not to the sharer(s) for whom safety concerns have been identified. At no stage should contact be made with the sharer(s) in relation to the MoC assessment. Select Continue, go to Step 9
• No, any Relationship Details (SS284 or SS293) forms (if the recommendation is not overridden) will be automatically issued to both the customer and the relevant sharer(s). Select Continue, go to Step 9

The outcome of the Living Arrangements question set will depend on the customer's responses to the questions. If the customer has responded with:

• No to all questions, select Continue and finalise the activity via the Assessment Result (AR) screen. Record a DOC with action taken. Procedure ends here
• Yes to any of the LA questions (excluding question 1), the system will recommend the issue of an SS284 or SS293, go to Step 10

A 'Y' response to the last 2 questions about joint financial commitments or activities will have triggered a recommendation to issue a SS284 (unless a recommendation for a SS293 has been triggered). The following question will present:

Would you like to provide any other information about your responses to these questions for <NAME OF SHARER/S>?

This question gives the customer an opportunity to provide any additional information about the nature of the relationship in general and may provide enough detail for a Service Officer to make a determination to override the system recommendation of issuing a form.

Does the customer wish to provide further information?

• Yes, a text box will present to record the additional information, go to Step 11
• No, go to Step 11

Note: customers only in receipt of Family Tax Benefit, Child Care Subsidy, or Carer Allowance, staff must issue forms manually.

If the customer has provided enough information to indicate there is no risk of an undisclosed relationship with the sharer(s), Service Officers can override the issue of the SS284 or SS293 forms.

If a customer advises they have a boyfriend, girlfriend or non-binary relationship, do not issue a Partner details (MOD P) form in place of a relationship details form. Do not assess a customer as a member of a couple simply because they have a boyfriend/girlfriend/non-binary relationship. If recommended, the relevant Relationship Details form (SS284) will trigger a formal member of a couple assessment to be done.

Is the system recommendation to issue a SS284 or SS293 to be overridden?

• Yes, and the option to override the system recommendation is selected, a free text box will present
• enter the details of why a determination was made not to issue the form to the customer and sharer (if applicable)
• select the Continue button and finalise the activity via the Assessment Result (AR) screen
• if actioning a failed online activity, finalise the hand off activity and the open DOC. Procedure ends here
• No:
• select the Continue button and finalise the activity via the Assessment Result (AR) screen
• if actioning a failed online activity, finalise the hand off activity and the open DOC
• the system will automatically send a form and covering letter to the customer
• the system will automatically send a form and covering letter to the sharer (using the customer’s address) in a different envelope. Note: where there are safety concerns, the form and letter will only be sent to the customer and not to the person who is the subject of the safety concern
• an automatic review will be created to follow up on the return of the form(s)
• if speaking to the customer, tell them that if the form is not returned, their payment may be suspended, or their claim rejected
• for information on the process to follow when forms are returned or the review matures see Member of a Couple (MoC) and Separated under one roof (SUOR) assessments
• Procedure ends here

When the customer is unable or refuses to provide sharer details during the LA sharer questions workflow, read the following script to the customer:

'To allow us to pay you the correct entitlement, and for you to avoid a possible debt, we require details of the people who share accommodation with you. If you do not provide these details within 14 days, Services Australia will be required to suspend your payment until these details are provided. You can provide this information within 14 days either by telephone or visiting a service centre. This information is requested under Section 63 of the Social Security (Administration) Act 1999.'

Is the customer still unable or refusing to provide sharer details?

• Yes, create an open DOC using Fast Note:
• Select Auto text use Generic > Request For Information > Verbal Request for Information
• Select Confirm
• Edit auto text
• Select Continue
• Detail the following: 'The customer has been requested to provide details of the person/people they share accommodation with. The customer can provide this information over the phone. The customer has been advised that if they do not provide these details within 14 days, their payment will be suspended. This request has been made under Section 63 of the Social Security (Administration) Act 1999'
• the Verbal request for information Fast Note creates an 'open' DOC on the Activity List (AL) screen
• to update accommodation details, go to Step 2
• No, see Table 2

While still in the Living Arrangements (LA) questions workflow:

• go back to the Accommodation details and finalise any accommodation details as advised by the customer in person or on the phone as per Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• select Continue and go back to the Sharers Details (SDQ) page
• update the response to the initial question 'Do you live with non-family members over the age of 16?' from 'Yes' to 'No'
• select the Continue button and finalise the activity via the Assessment Result (AR) screen

Procedure ends here.

As the customer has not provided the requested information or contacted the agency, their payment must be suspended, or their claim rejected if it is in relation to a new claim. For:

• current customers, suspend the customer's Income Support Payment for the reason of Failing to Respond to Correspondence (FRC), see Suspension of payments
• new claims, see Rejecting a claim. Procedure ends here

The Living Arrangements (LA) question set makes sure:

• the safety question has been answered, and
• the appropriate form is issued, either:
• Relationship Details (SS284) for Member of a Couple (MoC) assessment
• Relationship Details - Separated Under One Roof (SS293) for a Separated Under One Roof (SUOR) assessment

The system will not go to the LA question set following an update to accommodation details if the customer only gets one or more of the following payments:

• Family Tax Benefit (FTB)
• Child Care Subsidy (CCS)
• Carer Allowance (CA)

A manual issue of forms may also be required where advised by the relevant Operational Blueprint procedures.

Does the customer's arrangements require an MoC or SUOR assessment?

• Yes, go to Step 2
• No, procedure ends here

A request for the SS284/SS293 form must not be issued to the other person/ex-partner if the customer has identified safety concerns/family and domestic violence.

Ask the customer if they have any concerns if the forms are issued to the other person/ex-partner.

Do they have safety concerns?

• Yes,
• do not issue a request to the other person/ex-partner, only issue to the customer
• consider a referral to a social worker to assess appropriate supports and help that may be needed
• go to Step 3
• No, a request must be issued to both people go to Step 3

If a customer lives with:

• a non-immediate family member, issue the Relationship Details (SS284)
• an ex-partner, issue the Relationship Details - Separated Under One Roof (SS293)

Do not use Customer First Mail Forms guided procedure to issue the forms, as this will not issue a letter with enough detail for further action. For example, suspension, if they do not return the form.

The request can be sent using the Request Documents/Request for Information workflow. If this method is not suitable, the request can be sent using the Q539/Q072 Online Advice.

Issue a request to the:

• customer using the:
• Request Documents/Request for Information workflow. The workflow will set a review. Procedure ends here until the form is returned or review falls due
• Q539 letter through an Online Advice, go to Step 4
• other person/ex-partner, where there are no safety concerns, if they:
• are a current Centrelink customer use the Request Documents/Request for Information workflow in their own record. Procedure ends here until the form is returned
• are not a current Centrelink customer or do not have a Centrelink record, issue a Q072 letter through an Online Advice from the customer's record, go to Step 4

Download and print the appropriate form to insert with the letter.

Record the manual issue of the Q539/Q072 letter and form in a DOC.

Go to Step 5

In Customer First, create a manual review on the Review Registration (RVR) screen and complete the following fields:

• Service Reason: the customer's payment type. For customers in receipt of:
• FHA, select FHS (Farm Household Support)
• CDA, select CAR (Carer Payment)
• CCP, select FTB (Family Tax Benefit)
• Review Reason:
• MAN (Manual Assessment Review Ent) for customers in receipt of an income support payment
• OTH (Other) for customers in receipt of ABSTUDY or family assistance payment only
• Due Date: due date of Q539/Q072 (allow extra time for mail delivery)
• Source: INT
• Date of Receipt: today's date
• Notes: 'Q539/Q072 (delete the non-relevant letter code reference) has been issued for MoC/SUOR assessment. Check response and return to OB 106-07120010 for action.'
• Keywords: MOCPRG
• 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.