Rejecting a Mobility Allowance (MOB) claim 008-05020030

To receive MOB, a customer needs to meet all eligibility requirements, including:

• being qualified for MOB payment, and

• MOB is payable (this includes not receiving a funded package of support under the National Disability Insurance Scheme)

If a customer claiming MOB, does not meet all MOB eligibility requirements, their claim is to be rejected. A letter must be sent advising of the reason for the rejection, as well as their review and appeal rights. When a MOB claim is rejected, the customer can ask for an explanation of the decision and/or apply for a formal review. For more information, see Reviews and appeals.

All information from the claim is to be recorded. This ensures the correct rejection code is used and the correct rejection letter is issued. The MOB system automatically rejects the claim if a field is left blank or non-qualifying information is coded. Before finalising an assessment, staff must ensure the claim rejection outcome is correct.

In most cases, the rejection codes cannot be coded manually onto the customer's record.

Claims rejected for a residence related reason may be due to information the customer has provided or visa, citizenship and movement information provided directly from the Department of Home Affairs immigration datalink. For more information, see Residence assessment for customers claiming Mobility Allowance (MOB).

In some cases, manual action will be required to reject the claim. For example, if a customer:

• meets all the eligibility criteria for MOB, but cannot verify the hours they work, study or undertake voluntary work
• lodged in inappropriate or incorrect claim

If the claim is rejected manually:

• all information provided with the claim must be manually updated on the customer's record
• a manual advice letter must be issued to the customer explaining the reasons for the rejection and their review and appeals rights.

Customers who withdraw their claims voluntarily do not have the claim rejected but withdrawn. See Withdrawal of claims.

If a customer advised of a change in their circumstances but does not verify the change:

• do not include the details in the rejected claim
• include the details in the rejection document that customer advised but did not verify

For streamline rejections, any changes to circumstances that may impact a customer’s current payments or benefits  must  be updated within the streamline rejection process.