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Cancellation or suspension of Assistance for Isolated Children (AIC) 102-10030040

For Assistance for Isolated Children (AIC) Smart Centre Processing staff.

This document outlines how AIC payments may be cancelled or suspended either automatically by the system, or manually by a Service Officer.

On this page:

Check cancellation or suspension action can be taken

Cancelling or suspending AIC

Check cancellation or suspension action can be taken

Table 1

Step	Action
1	Student circumstances + Read more ... For staff not trained in AIC, a Fast Note must be sent to AIC Smart Centre: Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Res/Can/Sus Required > Confirm Include the reason for the cancellation or suspension and the date the change occurred 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 4 suspension check MFU, go to Step 11 the applicant has contacted about a payment that has already been cancelled/suspended, go to Step 11 otherwise, go to Step 2
2	Reasons for cancellation or suspension + Read more ... Check the reason for the cancellation or suspension. For a list of which cancellation and suspension reason codes are automatic and which are manual, see Codes for AIC cancellation, suspension and rejection reasons. 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) If: suspending the payment, go to Step 3 cancelling the payment due to: a change to the applicant, go to Step 7 a change to the student's study, see Study updates for Assistance for Isolated Children (AIC) a change to the student's isolation condition, go to Step 8 a change to the student's living arrangements, go to Step 9 the student being imprisoned or placed in lawful custody, go to Step 10 manual cancellation, see Table 2 automatic cancellation not listed above, see Table 2 > Step 2
3	Applicant contact + Read more ... 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, and the applicant: has responded to the request, go to Step 7 has not responded to the request, go to Step 5 No, go to Step 4
4	Request information + Read more ... 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.
5	Applicant has not responded to request + Read more ... 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 a response is received or the new review date is reached No, the customer has failed to reply to correspondence, see Table 2
6	Applicant responds to request for information, update record + Read more ... 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.
7	Applicant circumstances + Read more ... Check if the applicant's circumstances effect their AIC eligibility, see Determining who can be the applicant. If the applicant or organisation are no longer eligible for AIC, on the EIC Claim Details (EICD) screen, update the following fields: Event Date: see Determining the entitlement end date for Assistance for Isolated Children (AIC) Relationship to Student: key '?' in this field and press enter for options Non-approval Reason: GPS - App in lawful custody/psychiatric care NGO - Not a non-government organisation NPC - No primary care & reasons unsatisfactory SAC - State authorised care (not Foster Care) UNS - Not prnt/grdn & unsatisfactory reasons Foster Care Allowance Paid: for: organisations, key 'Y' all others, leave blank Source: as applicable DOR: key the date advised Action: key 'I' to insert See Table 2 > Step 3.
8	Isolation condition + Read more ... When the student's isolation condition changes, AIC may remain payable under the continuity of schooling concession. For continuity of schooling assessment and processes to follow when the student's isolation condition changes, see Table 2 < Step 6 in Determining the entitlement end date for Assistance for Isolated Children (AIC). Procedure ends here.
9	Living arrangement circumstances + Read more ... When a student changes their living arrangement, determine if the student remains eligible for AIC. See Change of circumstances for Assistance for Isolated Children (AIC). If the student is no longer in an approved living arrangement, the Living Arrangements (EILA) screen needs to be updated. Select the appropriate option below. New living arrangement not approved Use when the student is no longer in an approved living arrangement for their AIC allowance type. For example, an applicant in receipt of AIC Boarding Allowance (BA) and the student returns to the principal family home full time. On the EILA screen, update the following fields: Living Arrangement: key NOP - Non-approved living arrangement Living Arrangement Start Date: see Determining the entitlement end date for Assistance for Isolated Children (AIC) Source: as applicable DOR: key the date advised Action: key 'I' to insert See Table 2 > Step 3. Changes to the second home Use when the student's second home is no longer eligible. For example, the applicant starts receiving Rent Assistance (RA) for the second home. On the EILA screen, update the following fields: Living Arrangement: key SHA - Second Home Allowance Living Arrangement Start Date: see Determining the entitlement end date for Assistance for Isolated Children (AIC) SH Non Approved Reason: MAI - Second home not maintained NES - No eligible student in second home PRH - Permanent home RAS - Receive RA or similar government assistance SHP - Normal residence of separated/divorced parent Source: as applicable DOR: key the date advised Action: key 'I' to insert See Table 2 > Step 3.
10	Student imprisonment or in lawful custody + Read more ... When the student becomes imprisoned or placed in lawful custody updates are required to the Living Arrangement (EILA) screen. On the EILA screen, update the following fields: Living Arrangement: key LAW - Student in lawful custody Living Arrangement Start Date: date student was imprisoned or placed in lawful custody Source: as applicable DOR: key the date advised Action: key 'I' to insert See Table 2 > Step 3.
11	Applicant contacts due to suspension, or review date is reached + Read more ... 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, see Restoration of Assistance for Isolated Children (AIC) No, cancel the payment, see Table 2

Cancelling or suspending AIC

Table 2

Step	Action
1	Cancel or suspend payment manually + Read more ... If a manual cancellation or suspension is required, staff must use Codes for Assistance for Isolated Children (AIC) cancellation, suspension and rejection to determine the cancellation or suspension reason. For example, where an applicant has failed to reply to correspondence, the appropriate cancellation reason is Fail to Reply to Correspondence (FRC). In the student's record, go to the Benefit Action (BA) screen and update the following fields: Svc Rsn: key EIC (Assistance for Isolated Children) Action: key CAN (Cancel) or SUS (Suspend) 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 Notes: record any relevant comments Source: as appropriate DOR: as appropriate Go to Step 3.
2	To action cancellation automatically + Read more ... Update the student's record to reflect the change in their circumstances. The system will automatically action the cancellation. The coding required to update the student's record will depend on their situation. When the updates have been made, go to Step 3.
3	Finalise the activity + Read more ... Go to the Assessment Results (AR) screen: if the cancellation or suspension code of Other (OTH) was used, inhibit the automatic cancellation or suspension letter in the Actions section before finalising the activity finalise the activity Record details on a DOC. Use Fast Note, for: suspensions - select Auto text, use Students, ABSTUDY & Apprentices > AIC > AIC Suspended cancellations - select Auto text, use Students, ABSTUDY and Apprentices > AIC > AIC Cancelled 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 cancellation or suspension reason would apply and follow these procedures for those students as well. Was cancellation or suspension reason OTH used? Yes, go to Step 4 No, for: suspensions, go to Step 5 cancellations, go to Step 7
4	Send manual advice + Read more ... When cancellation or suspension reason OTH is used, a manual Q134 letter is required. Following the activity, a Manual Follow Up (MFU) activity will be generated, usually overnight, and allocated by Workload Manager (WLM) for action. Check if a manual letter has already been issued for the relevant cancellation or suspension. Has the relevant cancellation or suspension letter has already been issued? Yes, procedure ends here No, 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 Go to Step 5.
5	Suspension review + Read more ... Suspended AIC payments require a review date 13 weeks from the date of suspension. These reviews will display on the Future Activity List (FAL) screen. Is there a suspension manual follow up review coded on the FAL screen? Yes, procedure ends here No, go to Step 6
6	Create a manual review + Read more ... In Customer First, create a manual review on the Review Registration (RVR) screen and update the following fields: Service Reason: key EIS (AIC Student) Review Reason: key REV (Manual Review) Due Date: key 13 weeks after the date of suspension Source: key INT (Internal) Date of Receipt: key today's date Notes: key '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: key REVAIC Workgroup: leave blank Position: leave blank Transfer to Region: key LPT (Student Network - AIC National Processing) 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.
7	Post assessment activities + Read more ... When cancelling the AIC payment check if a manual letter is required, see Codes for Assistance for Isolated Children (AIC) cancellation, suspension and rejection. If a manual letter is required, check the Letters and electronic messaging subsite for letter templates and Create a Q888. Has a debt occurred? Yes, and the Service Officer is: trained in actioning debts, action the debt shell. See Assistance for Isolated Children (AIC) debts not trained in actioning AIC debts, procedure ends here No, procedure ends here