Restoration of Mobility Allowance (MOB) 008-05070020

Process Direct

• Select the Customer Summary tile
• Search for the customer’s record
• Go to the Benefit status (XBS) screen
• Use the dropdown option in the System/benefit type code field to search for MOB
• Select the Notes icon to check for any DOC relating to the Period of Grace (POG) suspension (SUS) or cancellation (CAN) decision

Customer First

To access the Mobility Allowance (MOB) screens, in the Nxt field, key SVMOB, select ISS in the Sys field and press [Enter].

• Check the Benefit status (XBS) screen
• Review the Document List (DL) screen for any DOC relating to the POG SUS or CAN decision

Are there any details indicating a need for the customer to provide further evidence (for example, to provide verification documents) before restoration of MOB?

• Yes, see Table 2 > Step 2
• No, go to Step 2

If MOB is:

• suspended, go to Step 3
• SUS/WAK (Whereabouts Unknown) or CAN/WUK, go to Step 4
• in a period of grace (POG), go to Step 5
• cancelled, go to Step 6

For more cancellation and suspension codes, see Cancellation, suspension and rejection codes for Mobility Allowance (MOB) including Period of Grace reasons

If the customer is reclaiming MOB:

• after being cancelled because they received an exemption from their mutual obligation requirements for JobSeeker Payment (JSP), Youth Allowance (YA) (job seeker) or Parenting Payment (PP). see Table 2 > Step 4
• as their status is CGP (end of grace period) and the qualifying activity was being undertaken/commenced during the grace period, see Table 2 > Step 4
• after any other event , a full MOB new claim must be coded. Procedure ends here

Restore MOB if customer has taken action to address the original reason for the cancellation.

Where MOB has been suspended for the reason:

• SUS/FRC they have failed to reply to correspondence, go to Step 7
• SUS/SNR they did not return their MOB review, see Mobility Allowance (MOB) Employment/Training Reviews. Procedure ends here
• SUS/SNS their JobSeeker Payment (JSP) was suspended, go to Step 7
• SUS/SVE they did not supply verification of employment and/or training, see Mobility Allowance (MOB) Employment/Training reviews. Procedure ends here
• SUS/SOT other reason, go to Step 7
• SUS/O13B customer was overseas more than 13 weeks, and the suspension was within 13 weeks, payment can be restored from date of return to Australia if no other circumstances have changed. Note: this code does not apply for departures on or after 1 January 2013. Go to Step 7
• SUS/O6W customer was overseas more than 6 weeks, and the suspension was within 13 weeks, payment can be restored from the date of return to Australia if no other circumstances have changed. Go to Step 7
• SUS/GWN customer went overseas without notifying, and the suspension was within 13 weeks, payment can be restored from date of return to Australia if no other circumstances have changed. Go to Step 7

A customer’s payment may be restored with full arrears if:

• payment is SUS/WUK or CAN/WUK, and
• the customer has continued qualification and payability for their payment during the suspension/cancellation

Note: this also applies to customers who contact more than 13 weeks after the decision to suspend or cancel their payment. In these cases, it would be considered as if the customer was never told of the decision because:

• they were not at their known address, and/or
• advice of the decision was returned to Services Australia

The date of effect of the favourable decision (restoration) resulting from the review of the decision to suspend/cancel, is the date of the original decision (date of suspension/cancellation). See the References page for policy/legislation information.

Each customer's circumstances must be looked at individually to decide:

• if arrears are payable, and
• whether they:
• could be considered to not have received advice of the decision to suspend/cancel, and
• have continued qualification and payability during the suspension/cancellation period

Go to the Address Details (AD) screen and make sure the current home address is correctly recorded.

Where the customer’s address:

• needs to be updated or corrected:
• update address details, see Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA)
• reissue returned correspondence, see Return to sender (RTS) mail for Centrelink
• to restore MOB, go to Table 2 > Step 3
• is unchanged:
• evidence must be provided before the payment can be restored, see Return to sender (RTS) mail for Centrelink
• go to Table 2 > Step 1

Where MOB is not suspended but is in a period of grace (MOB/POG), it can be continued providing the customer qualified. For details about the POG, see Cancellation and Period of Grace for Mobility Allowance (MOB).

Check that MOB can be restored:

• If the customer commences a new activity, check that they meet the qualifying criteria for MOB
• If the customer returns to their qualifying activity, check they are maintaining at least 32 or more hours per 4 week period
• Verification of gainful employment, voluntary work, training or job search activities is needed
• this can be a letter from the employer (with employer's letterhead) providing the relevant details. If the customer cannot provide evidence, issue a:
• Mobility Allowance: Verification of work (including voluntary work), and looking for work activities (MA005E) or
• Mobility Allowance: Verification of training (MA005T)
• See Verification of Mobility Allowance (MOB) activities for details

Check:

• XDS and ETS screens to determine reason for POG. For more details about POG, see Cancellation and Period of Grace for Mobility Allowance (MOB)
• DOCs/Notes and Document Tools for evidence the customer has commenced a new activity. For more details about MOB qualifying activities, see Eligibility for Mobility Allowance (MOB)
• DOCs/Notes and Document Tools for evidence the customer has returned to the qualifying activity they were undertaking prior to entering, or within the POG

This may include where a customer has:

• commenced/recommenced hours of work, voluntary work or vocational training (or a combination) of at least 32 hours over a 4 week period
• recommenced their job search activities, outlined in the Job Plan with their employment service provider
• recommenced participating in an Inclusive Employment Australia (IEA) program, as indicated on the Referral Summary screen (RRSUM)
• resumed their mutual obligation requirements after an exemption, as indicated on the Activity and Exemption Summary screen (AEX, which can be accessed in PD)
• resumed receiving JobSeeker Payment and is satisfying their mutual obligation requirements, as indicated by their payment status and on the AEX screen (which can be accessed in PD)

Is there evidence to confirm the customer is undertaking a qualifying activity?

• Yes, go to Step 7
• No, request any evidence needed. This can be a letter from the employer (with employer's letterhead) or the educational institution providing relevant details. If the customer cannot provide evidence, a verification form (MA005(E)M) may need to be issued. See Verification of Mobility Allowance (MOB) activities for form issue process:
• If the customer is still eligible for MOB, see Table 2 > Step 3
• If the customer is not eligible for MOB, see Table 2 > Step 2

Where MOB has been cancelled for the reason:

• CAN/CNR - they did not return a MOB review, see Mobility Allowance (MOB) Employment/Training Reviews. Note: actioned by MOB Processing Team only. Procedure ends here
• CAN/CGP - their period of grace (POG) ended, and the POG was applied due to ceasing a qualifying activity, see Table 2 > Step 4. See Eligibility for Mobility Allowance (MOB) for list of Standard and Higher rate qualifying activities
• cancelled for any other reasons, a new claim must be lodged. Procedure ends here

Determine if MOB can be restored by reviewing any available information on:

• the DL or AL screens, and
• any documents provided

Does the customer need to provide any information, documentation or meet any other requirement before payment can be restored?

• Yes, tell the customer to provide information or documentation. See Table 2 > Step 1
• No, go to Step 8

Check if there are any changes in the customers circumstances. (For example, employer details, hours spent working or studying, or the type of training course being undertaken).

If there have been any changes to the customer’s circumstances, update the customer’s record. See Eligibility for Mobility Allowance (MOB). See Change of circumstances for Mobility Allowance (MOB) customers.

Check that the customer is still eligible. The MOB will be restored, if eligible, from date paid to, plus one (DPT + 1).

Is the customer still eligible for MOB?

• Yes, see Table 2 > Step 3
• No, see Table 2 > Step 2

Has the customer provided further information or taken necessary action so payment can be restored?

• Yes, go to Step 3
• No, go to Step 2

Tell the customer of any action needed for restoration including POG provisions (if applicable), and that the MOB cannot be restored until the information has been received:

• record the details on a DOC including any advice given to the customer
• customer can lodge evidence by uploading documents online, at a Service Centre or by post

Procedure ends here until requested information is received.

Code all notified changes to the customer's employment/training details on the Employment/Training Summary (ETS) screen before restoration. See Change of circumstances for Mobility Allowance (MOB) customers. This makes sure the correct rate for Mobility Allowance (MOB) is paid (standard or higher rate).

Go to the Benefit Action (BA) screen:

• in Svc Rsn, key MOB
• in Action, key RES
• leave the Reason field blank
• press [Enter] and the effect date will default to date paid to, plus one (DPT + 1). Note: this does not apply when customer has returned to Australia within 13 weeks of suspension. In these cases, DOE for restoration is date of return to Australia if no other circumstances have changed
• complete the Source field
• record the correct date in the DOR field
• record the details on a DOC including action taken, advice given to the customer, and any changes in circumstances recorded
• go to the Activity Result (AR) screen
• check if the customer is entitled to any arrears and that they appear correctly on the Assessment Results (AR) screen
• finalise the activity

The MOB will be restored and a letter will be generated telling the customer the outcome.

Procedure ends here.

A customers MOB is cancelled because:

• their only qualifying activity was JSP, YA (job seeker) or PP and they received a temporary exemption from their mutual obligation requirements, or
• their only qualifying activity was JSP, YA (job seeker) or PP and that payment was suspended/cancelled

If a customer is in receipt of PP, JSP or YA (job seeker) again with mutual obligations, and they want to reclaim MOB:

• check the MOB cancellation DOC, and
• determine if the cancellation was less than 13 weeks ago

Was the MOB cancelled less than 13 weeks ago?

• Yes, go to Step 5
• No, go to Step 6

MOB can be restored if the customer meets all of the following:

• they had a temporary exemption from their mutual obligation
• their qualifying activity was PP, JSP, YA (job seeker)
• it is within 13 weeks of the cancellation date

A new claim or medical report is not needed for the customer to reclaim.

• Create a Fast Note for the Mobility Allowance National Team (AMW) to follow up. Use Fast Note - select Auto text, use Disabilities > Mobility Allowance > Mobility Allowance Action Required
• Document the action needed
• Select Confirm

Procedure ends here.

For Mobility Allowance National Team (AMW) Processing Staff only:

Code the MOB new claim by accepting all existing information.

If customer’s MOB was cancelled because their only qualifying activity was JSP, YA (job seeker) or PP and that payment was suspended/cancelled and consequently restored with no gap in payment OR mutual obligation requirements MOB can be restored from date paid to, plus one (DPT + 1):

• check all details are correct on the ETS screen
• record all details in a DOC

Procedure ends here.

For Mobility Allowance National Team (AMW) Processing Staff only:

The Fast Note work item is allocated to an AMW staff member for actioning.

Check all details are correct on the ETS screen and any other relevant screens.

Go to the Benefit Action (BA) screen:

• in Svc Rsn, key MOB
• in Action, key RES
• leave the Reason field blank
• press [Enter] with an effect date of date paid to plus one (DPT + 1)
• complete the Source field
• record the correct date in the DOR field
• record the details on a DOC including action taken, advice given to the customer, and any changes in circumstances recorded
• go to the Activity Result (AR) screen
• check if the customer is entitled to any arrears and they appear correctly on the Assessment Results (AR) screen
• finalise the activity
• record all details in a DOC

MOB is restored and a letter is issued telling the customer of the outcome.

Procedure ends here.

MOB can be granted from the date the customer reclaims MOB. A new claim form is needed, and medical report may be needed.

Does the nature of the customer’s disability or any other existing evidence clearly indicate the customer still requires substantial assistance to use public transport?

For example, does the Mobility Allowance Misc. Circumstance (MOCD) screen indicate the inability to use public transport is permanent?

• Yes, a new claim is needed and a new medical report is not needed, go to Step 7
• No, a new claim is needed and a new medical report is needed, go to Step 8

Record a DOC on the customer’s record with the date the customer contacts.

Tell the customer to claim online. If the customer is unable to complete an online claim, send a claim pack and tell the customer to complete the claim form only, not the medical report.

Procedure ends here.

For Mobility Allowance National Team (AMW) Processing Staff only:

When claim is received, code the MOB new claim without changing medical details.

Record a DOC on the customer’s record with the date the customer contacts.

Tell the customer to claim online. If the customer is unable to complete an online claim, send a claim pack and tell the customer to complete the claim form and medical report.

Procedure ends here.

For Mobility Allowance National Team (AMW) Processing Staff only:

When claim is received, code the MOB new claim.