Suspending, cancelling and restoring Farm Household Allowance (FHA) 002-02080010

Actions and benefit types

Table 1

Actions/benefit type	Information
Rejection (REJ)	Rejections can never be restored The reclaim process must be used. Rejections can be automatic. For example, information coded during the claim causes the payment to reject, income recorded is above the relevant limit. Or manual, for example, a Service Officer records a rejection code. Customers may withdraw their claims voluntarily or may have lodged an inappropriate or incorrect claim. If the claim has already been determined, reject the claim. If the customer's claim has not been determined, do not reject the claim. Instead: remove or cancel the activity from the Activity List (AL) screen, and record the outcome in a DOC A withdrawn claim is deemed never to have been made therefore a customer cannot request a formal review. There is no requirement to attempt to contact the customer: If their claim is to be registered: Failed to respond to correspondence (FRC), or Failed to supply documents (FSD), and They have been told verbally or advised in writing of their requirement to provide further information. Note: this does not apply to vulnerable or at risk customers.
Suspension (SUS)	Suspensions can usually be restored Some suspensions can be manually restored where there is a gap in payment. Customers may not be qualified for payment temporarily, or for a specific period because of changes in their circumstances.
Cancellation (CAN)	Cancelled records can sometimes be manually or automatically restored Note: a customer's payment cannot be restored for all cancellation reasons if it is more than 13 weeks since notice of cancellation was sent or reason for cancellation. Before cancelling a customer's payment, establish that the customer has lost entitlement for that payment. When making an unfavourable decision, a Decision Maker (DM) must explain to the customer the decision and give them an opportunity to provide further information or evidence relevant to the decision. The DM must also tell the customer of their review and appeal rights. This includes unfavourable decisions made by Service Officers in Smart Centres. If a DM is not speaking with a customer at the time of making a decision, they must make 2 genuine attempts to contact by phone, in their preferred timeframe where possible, before finalising an unfavourable decision.
Restoration (RES)	Restoration (RES) Rejected records can never be restored. Suspended records can sometimes be manually or automatically restored. Cancelled records can sometimes be manually or automatically restored. Payments cancelled for reason IMP or PSY cannot be restored, regardless of the duration of the confinement. Who can restore - this indicates whether the reason may be restored at a Smart Centre or only at a service centre. Always check the Document List (DL) screen for information about the suspension. In some cases it may/may not be appropriate to restore at the first point of contact. Generally, it is not appropriate to restore a cancelled customer's payment that has mutual obligation requirements, unless: the cancellation is found to be in error, and/or it can be established that the customer has continued to meet their mutual obligation requirements, or participation requirements during the period of cancellation Give consideration to: the length of time since the customer was last paid, and how the customer has supported themselves since that time

Legend - explanation of reason codes fields

Table 2

Item	<Description>
1	Code This is the 3 letter code for the suspension, cancellation, rejection, or restoration reason. It displays on the customer's status line and used if able to code manually.
2	Description This is the description of the code as it appears on the Benefit Action (BA) screen.
3	Valid Action Codes (SUS) - Suspension Suspensions can always be restored. Some suspensions can be manually restored where there is a gap in payment (CAN) - Cancellation Cancelled records can sometimes be manually or automatically restored
4	Initiation Manual - the reasons can be manually actioned via the Change Process Auto - the reason cannot be manually actioned via the Change Process but generates because of an assessment. This may be an automatic assessment (for example, auto review action) or a manual assessment activity in which the code displays on the reassessment Social Service Plan (SSP) M/A - can be manually or automatically recorded
5	Restoration No - cancelled records cannot be restored M - can be manually restored via the Change Process Note: when restoring Rejected records can never be restored Suspended records can always be restored Cancelled records can sometimes be restored
6	Who can action restorations: FHA processing staff $\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$ Telephony staff $\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$ Farm Household Case Officers

A - K codes for FHA

Table 3

Letter

Terms

A - K

A to K - list of cancellation and suspension codes

Table 4

Code	Description	Valid action codes	Initiation	Restoration (this does not apply to REJ)	Who can restore
12F	Customer's employment income precludes for 12 consecutive fortnights	CAN	Auto	No
12P	Partner's employment income precludes for 12 consecutive fortnights	CAN	Auto	No
4Y1	Already paid 4 years of FHA	CAN	Auto, Manual	No
AS2	Farm assets over limit	CAN	Auto	No
BLA	Not a farmer	CAN	Auto, Manual	No
CLR	Client request - claim withdrawn/voluntary surrender	CAN	Manual	No
CPP	Client on Precluding Payment	CAN	Auto	No
DEA	Death	CAN	Auto	No
E6F	Customer's employment income precludes for 6 consecutive fortnights	CAN	Auto	No
E6P	Partner's employment income precludes for 6 consecutive fortnights	CAN	Auto	No
ETB	Employment terminated - bad behaviour	SUS	Manual	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
FAI	Failed to attend interview	SUS, CAN	Auto, Manual	If SUS - restore when customer has attended interview. If CAN - customer has to reclaim.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
FAU	Failed to provide annual financial information	SUS, CAN	Manual	If SUS - restore if customer provides documents within 13 weeks of cancellation. If CAN - customer has to reclaim.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
FFA	No Farm Financial Assessment	SUS, CAN	Auto, Manual	If SUS - restore when customer has returned FFA. If CAN - customer has to reclaim.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
FOL	FHA assets over limit	CAN	Auto	No
FOO	Farmer opted out	Can	Auto	No
FRC	Failed to reply to correspondence	SUS, CAN	Auto, Manual	M Only if required information is available as a digital image.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$
FRP	Failed to Report	CAN	Auto	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$ $\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$ in some instances
FSA	Failed to sign Activity Agreement (FIA)	SUS, CAN	Auto, Manual	If SUS - restore when customer has returned FIA. If CAN - customer has to reclaim.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
IMP	Imprisoned/on reman	CAN	Manual	No
INC	Income too high	CAN	Auto	No Can be restored if the cancellation was incorrect
INE	Partner excess income	CAN	Auto	No Can be restored if the cancellation was incorrect.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$

L -Z list codes for FHA

Table 5

Letter

Terms

L - Z

L - Z - list of cancellation and suspension codes

Table 6

Code	Description	Valid action codes	Initiation	Restoration (this does not apply to REJ)	Who can restore
NAA	No Activity Agreement signed (FIA)	CAN	Manual	No	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
NAI	Failed to advise income	SUS	Manual	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$
NBD	Not provided bank account details	CAN	Manual	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$
NCA	No completed FIA activities	SUS, CAN	Manual	If SUS - restore when customer has met requirements. If CAN - customer has to reclaim.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
NCF	No completed FIA	CAN	Manual	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
NCR	No contact for required FIA	SUS, CAN	Manual	If SUS - restore when customer has met requirements. If CAN - customer has to reclaim.	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
NFB	Business activities not defined as farming	CAN	Auto, Manual	No
NPF	Not a partner of a farmer	CAN	Auto, Manual	No
NPU	Failed to provide tax returns	CAN	Auto	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$ $\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
NRI	No right or interest in land used for farm enterprise	CAN	Auto, Manual	No
NSC	Significant capital not contributed to farm	CAN	Auto, Manual	No
NSL	Significant labour not contributed to farm	CAN	Auto, Manual	No
NSP	Farm no significant commercial purpose or character	CAN	Auto, Manual	No
O3Y	Already paid 3 years of FHA	CAN	Auto, Manual	No
O4Y	Already paid 4 years of FHA	CAN	Auto, Manual	No
OTH	Other reasons	SUS, CAN	Manual	M
OVS	Customer overseas	SUS, CAN	Manual	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$
PLA	Not a farmer partner	CAN	Auto, Manual	No	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$
POC	Payability overseas ceased	SUS, CAN	Manual	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$
POI	Proof of identity not provided	CAN	Auto	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-phone.png$
PSY	In mental institution	CAN	Manual	No
PTG	Partner has been imprisoned	CAN	Manual	No
PTP	Partner in a mental institution	CAN	Manual	No
RSE	Did not accept suitable employment	SUS	Auto, Manual	M	$\\INTERNAL.DEPT.LOCAL\Shared\NAT\SERDELEXCEL\WORKPRODIMP\Operation Blueprint Migration\RDT Release Icons\32w\icon-specialists.png$
TFN	Not provided tax file number	CAN	Auto	M

Q134 Free text example

Reason	Example text
CLR	you have requested cancellation of your payment
OVS	you have been outside of Australia for 6 weeks or more
POC	your overseas payability period has ended

Operational Information

Suspending, cancelling and restoring Farm Household Allowance (FHA) 002-02080010

Actions and benefit types

Legend - explanation of reason codes fields

A - K codes for FHA

A to K - list of cancellation and suspension codes

L -Z list codes for FHA

L - Z - list of cancellation and suspension codes

Q134 Free text example