Accepting paper Mobility Allowance (MOB) claims, reviews and claims for MOB Advance Payment 008-05010010

• If a review or verification form is received, go to Step 2
• If a Claim for Mobility Allowance form (MA001) is received, go to Step 3
• If a Mobility Allowance - claim for advance payment form (MA007) is received, scan the form to the customer record on the same day of lodgement. Procedure ends here
• If a claim for Mobility Allowance Advance Payment is received verbally (by phone or in person, see Lump sum advance payments of Mobility Allowance (MOB)

Ensure the review is signed, or electronically signed by the customer.

Scan the document on the day it is received. If this is not possible, change the date of receipt. See Scanning Centrelink documents using an MFD.

Note: discuss concerns about the authenticity of the information with a supervisor. Complete a Suspected Fraud referral if appropriate. Do not document specific details of the allegation(s) on the customer's record. Escalate to the Level 2 Disability Helpdesk if further assistance is required.

Procedure ends here.

• Check the MA001. Ensure the claim is completed and signed, or electronically signed by the customer. If the customer has not correctly completed the form, assist with completion
• Scan the claim on the day it is received. If this is not possible, change the date of receipt. See Scanning Centrelink documents using an MFD

Note: discuss concerns about the authenticity of the information with a supervisor. Complete a Suspected Fraud referral if appropriate. Do not document specific details of the allegation(s) on the customer's record. Escalate to the Level 2 Disability Helpdesk if further assistance is required.

Go to Step 4.

• Ensure the customer has provided the following:
• Identity documentation - where the customer does not have an Identity Status of confirmed. See Confirming a customer's identity
• A Medical Report - Mobility Allowance (MA002) unless the customer's disability or existing evidence indicates they require substantial assistance to use public transport. Ensure the MA002 is completed and signed by the treating doctor
• Verification of the hours they work or undertake training (not required if participating in Disability Employment Services (DES) - Disability Management Service)
• Date of arrival in Australia and residence details if born outside Australia. For more information, see Residence Assessment for customers claiming Mobility Allowance (MOB)
• A bank account in their own name. If the account is in another person's name, the customer will need to arrange a payment nominee
• As MOB is not income or assets tested, there is no need for a customer to supply their Tax File Number (TFN)

Has all documentation/information been provided?

• Yes, scan the documents to the customer's record. Procedure ends here
• No, go to Step 5

Tell the customer the claim cannot be processed without the requested information. Ask them to upload or lodge the additional information as soon as possible.

If the customer has not supplied current medical information, check if they need another MA002 and issue if needed.

If the customer advises they may have a problem lodging the additional information, record the details on a DOC on the customer's record. This will help the Service Officer actioning the claim.