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

This document outlines information about claims and reviews for Mobility Allowance (MOB) and claims for Advance Payment.

Lodging and checking the MOB claim, review and verification forms

Step	Action
1	MOB claim, review or verification form + Read more ... If a Claim for Mobility Allowance form (MA001) is received, go to Step 2 If a review or verification form is received, go to Step 4 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)
2	Lodgement of Claim for Mobility Allowance form (MA001) + Read more ... Check the MA001. Make sure the claim is completed and signed or electronically signed by the customer. If the customer has not correctly completed the form, help with completion Scan the claim on the day it is received. If this is not possible, manually change the date of receipt. See Scanning Centrelink documents using an MFD Note: if staff are concerned about the authenticity of the documents provided by the customer, discuss these concerns with a Local Peer Support. 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 3.
3	Information required for MOB new claim + Read more ... Make sure 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. Make sure the MA002 is completed and signed by the treating doctor Verification of the hours if they work or undertake vocational training or voluntary work. See Verification of Mobility Allowance (MOB) activities 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
4	Check review or verification form is completed correctly and scan documentation provided + Read more ... Make sure the review is signed or electronically signed by the customer. Scan the document on the day it is received. If this is not possible, manually change the date of receipt. See Scanning Centrelink documents using an MFD. Note: if staff are concerned about the authenticity of the documents provided by the customer, discuss these concerns 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.
5	Requesting information + Read more ... 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.