Suspension of Mobility Allowance (MOB) 008-05070010

Payments may be suspended if a customer is temporarily not qualified for MOB or it is not payable because of:

• a failure to comply with the requirements for payment, or
• information not being accurate (such as a valid address or bank account details)

Reasons for suspension are:

• there is no payment destination coded
• a direct credit payment is returned
• a review form is not returned by the due date
• verification information is not returned by the due date
• whereabouts is unknown
• failed to reply to correspondence

If a decision to suspend MOB is made, immediate action must be taken to advise the customer to avoid placing them in financial hardship.

MOB must only be suspended if:

• a request for information/action was issued to the customer and their nominee (if relevant) before the suspension, see Requesting information (CLK)
• the request included details of the information/action required, the timeframe for response (noting this must be reasonable), the consequences of non-compliance, and reference to the relevant Act the request has been made under
• the allowable time for a response to the request has passed
• the Service Officer is satisfied there is sufficient evidence the customer is temporarily not qualified, or MOB is not payable

Nominee arrangements

If the customer has a correspondence nominee, contact must be attempted with the nominee before the payment is suspended.

Notification of suspension

The customer and nominee (if relevant) must be advised of the decision to suspend MOB including:

• the reason for the suspension
• date of effect
• the information or documentation required to enable payments to be restored
• reference to the relevant act, and
• the customer’s review and appeal rights

Unfavourable decisions

When making an unfavourable decision, speak to the customer:

• explain the decision
• give them a chance to provide more information, and
• advise their review and appeal rights

Customer contacts after suspension

Explain the reason for suspension and advise what is required or what documents need to be provided so payment can be restored.