Suspension of payments of Assistance for Isolated Children (AIC) 102-10030040

For staff not trained in AIC, a Fast Note must be sent to AIC smart centres:

• Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Res/Can/Sus Required > Confirm
• Procedure ends here

For staff trained in AIC, if:

• letters have been returned 'return to sender - no longer at this address, see Return to sender (RTS) mail for Centrelink. Procedure ends here
• allocated a:
• manual letter MFU, see Table 2 > Step 2
• suspension check MFU, see Table 2 > Step 4
• otherwise, go to Step 2

Has the applicant contacted about a payment that has already been suspended?

• Yes, see Table 2 > Step 4
• No, go to Step 3

Payments may be suspended if an applicant 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 is required to make sure that payments are directed correctly (such as a valid address or bank account details)

For possible suspension reasons, see Codes for Assistance for Isolated Children (AIC) cancellation, suspension and rejection reasons.

Is it appropriate to consider suspending payment?

• Yes, go to Step 4
• No:
• for cancellations, see Cancellation of Assistance for Isolated Children (AIC) payments
• otherwise, procedure ends here

Payments must not be suspended if:

• it is merely suspected that an applicant is no longer eligible for payment
• they have unverified information (for example, a tip-off) which suggests a customer may not be eligible

Regardless of how significant the evidence that may be available, the applicant must be asked to provide information. This is because a definitive outcome cannot be determined without giving individuals the opportunity to address adverse information.

Has the applicant, and if applicable, the correspondence nominee been issued with an appropriate request for information/action?

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

Issue a written request for the required information. See Requesting information (CLK).

Record details of the request and additional information on a DOC.

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

Has the applicant responded to the request for information?

• Yes, cancel the review for the return of information. Go to Step 8
• No, go to Step 7

If a manual review activity falls due and the applicant has not responded to the request for information, determine if special circumstances (such as vulnerability indicators) exist to warrant an extension of time to respond.

See Table 1 > Step 10 on the Process Direct tab in Requesting information (CLK).

Do special circumstances exist?

• Yes, for coding, see Table 1 > Step 11 on the Process Direct tab in Requesting information (CLK). Procedure ends here until response is received or new review date is reached
• No, the customer has failed to reply to correspondence, see Table 2

Update the student's record with the information provided. If the student's circumstances preclude payment, payment will be automatically suspended or cancelled.

Record details on a DOC on the student's record.

Procedure ends here.

Update the student's record with relevant information to enable to system to make an automatic determination where possible.

In the student's record:

• Go to the BA screen and code the following fields:
• Svc Rsn: key EIC
• Action: key SUS
• Reason: record appropriate reason
• Effect Date: record the date the event occurred (that is, the date the change in circumstances occurred)
  Note: the date of effect will default to Date paid to +1 if left blank
• 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
• Record details on a DOC:
• Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Suspended
• Select Confirm
• Input relevant details and include any follow up action required on contact

Note: check if the applicant has any other students to whom this suspension reason would apply, and follow these procedures for those students as well.

Was suspension reason OTH used?

• Yes, go to Step 2
• No, go to Step 3

Where a manual Q134 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.

To send a manual letter:

• select the MFU from the Activity List (AL) screen and manually issue a Q134 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 (for example, 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

Have a suspension MFU been allocated?

• Yes, procedure ends here
• No, go to Step 3

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

• Service Reason: EIS
• Review Reason: REV (Manual Review)
• Due Date: 13 weeks after date of suspension
• Source: INT
• Date of Receipt: today's date
• Notes: 'AIC suspended xx/xx/xxxx. Check if customer qualifies for the payment and the payment is payable. Return to OB 102-10030040 for action'
• Keywords: REVAIC
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: LPT

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 will fall due.

Procedure ends here.

Reviews will allocate to skilled staff upon expiry.

If the review due date has been reached, or if an applicant contacts regarding their suspension, check the AIC Suspended DOC recorded with the suspension, and confirm if the applicant:

• 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 that the payment is one which is able to be restored

Does the applicant/student meet all of the above criteria and is eligible for payment?

• Yes, if:
• there is no note on a DOC to prevent restoration, restore payment
• the Service Officer is unable to restore the payment, create a Fast Note - select Auto text, use Students, ABSTUDY and Apprentices > AIC > AIC update action required > Confirm. Input any relevant details
• No, cancel the payment. Procedure ends here