Reporting using phone self service 133-04160020

Use the Self Service Access Facility (SSAF) screen to check and update a customer's eligibility.

The customer must meet these conditions on their reporting day.

Full-time students or Australian Apprentices:

• receiving ABSTUDY, Austudy or Youth Allowance (YA)
• must report employment income every fortnight, and
• if partnered, their partner is either eligible to report or not required to report

Other customers:

• receiving one of these payments - status of CUR, SUS (except ANR), CNP or CZR
• Age Pension
• Carer Payment (CP)
• Disability Support Pension (DSP)
• Disaster Recovery Allowance (DRA)
• Farm Household Allowance (FHA)
• JobSeeker Payment (JSP)
• Parenting Payment (PP) (partnered or single)
• Special Benefit (SpB) under JobSeeker Payment (JSP) conditions
• Veterans of Service Pension age
• Youth Allowance (YA) (as a job seeker), and
• if partnered, their partner is either eligible to report or not required to report

Use the Self Service Access Facility (SSAF) screen to check and update a customer's eligibility.

Customers cannot report using phone self service if any of the following apply:

• before their reporting date
• more than 13 days after their reporting date
• couple both receive Carer Payment (CP)
• partnered and not permitted to enquire for their partner
• deceased record
• not currently receiving any benefits
• variable reporter trying to report on a day other than their entitlement period end date (EPED) (stimulus or non-stimulus)
• multiple carer/self-employment activities
• partnered and they have different entitlement periods
• not currently receiving an eligible Report Employment Income (REI) payment, or on excluded allowance
• receives CP and has not included their Activity Test details
• receives Assistance for Isolated Children (AIC) Scheme payment

Each member of the couple can report using self service if they are eligible. They do not need to report the same way.

Check the Reporting Regime Summary (RPRS) screen.

If the customer is a 2 weekly reporter:

• and the partner's report type is EAN (employment income), the partner does not need to report. Their payment will be generated when the customer reports. The partner can choose to contact and report their employment income on their reporting day to generate their own payment
• and the partner is also a 2 weekly reporter, they are required to report

If the customer is reporting:

• $0 income for themselves (and their partner), they can submit the report successfully
• any income for themselves (or their partner), this triggers a handoff to a Service Officer to amend and adjust the rate of payment

Where Single Touch Payroll (STP) data is detected, customers are required to confirm or reject the pre-filled employer information.

Customers must continue to report gross employment income from any non-STP employers.

The IVR will ask for the customer's Customer Access Number (CAN) or Customer Reference Number (CRN).

Customers can authenticate themselves with:

• voice biometrics technology
• Common Pass Phrase (CPP)
• PIN, or
• temporary phone PIN (personal identification number):
• they will be offered the options to record a voiceprint or continue to re-set the temporary PIN

The IVR will ask the customer a series of questions for their report and prompt for a response.

They can speak their answers or use their phone keypad.

They need to speak clearly with low background noise and not speak over the IVR.

The IVR will ask the customer to either confirm the employer STP information or ask the customer to provide their employment information for their reporting period.

The customer needs to report for the reporting period:

• the employer/s name and ABN
• the gross income paid (before tax and other deductions)
• the payment date/s
• if the payment received was for a period longer than 14 days
• if there was any back pay
• the number of hours worked (rounded up)
• cessation date and cessation reason (STP only)

If the customer has received multiple payments in the entitlement period, for example if they are paid weekly, the customer will need to provide the details of each payment separately.

Same employer –paid weekly

After providing the details of the first payment, the IVR will ask, 'Did this same employer make any other payments to you this reporting period?'

If the customer answers yes, they can then provide the next payment amount and payment date.

Additional employer

After the customer is asked about the hours worked for the first employer the IVR will ask, 'Have you been paid any other income this reporting period?'

This allows the customer to provide employment information for 2 or more employers where applicable.

Have they met requirements as per their Job Plan?

• Yes, the IVR will continue to confirm any changes to declare, go to Step 6
• No:
• for eligible job seekers who are required to fully meet their mutual obligation requirements with an approved activity (such as PTW, SEL, VWK or PSW, for example), go to Step 5
• all other customers they will be transferred to a Service Officer to discuss their mutual obligation requirements. Procedure ends here

Eligible job seekers who fully meet their mutual obligation requirements by undertaking an approved activity (such as part-time work (PTW) or a combination of paid work and study (PSW), for example), can complete their report if they have a reasonable excuse. This is possible for 2 consecutive fortnights.

Job seekers can select the following reasons to explain why they are unable to meet their approved activity as agreed to in their Job Plan:

• I was ill or injured
• Sick child (or children)
• Cancelled shift
• Short term reduction in hours due to public holiday (for example, Easter/Christmas)
• Pupil-free day(s)/school holidays
• Other
• No longer undertaking activity

If they select Other or No longer undertaking activity, they will be advised:

• the reporting could not be completed, and
• they will be transferred to a Service Officer to complete their report

Is the customer within 2 consecutive fortnights with a reasonable excuse?

• Yes, the IVR will continue to confirm any changes to declare, go to Step 6
• No:
• They will be transferred to a Service Officer to discuss their mutual obligation requirements
• Service Officers may need to make relevant updates to the job seekers record and note the decision and outcome on a DOC
• Procedure ends here

The IVR gives the customer options to:

• repeat
• submit employment income
• review details, or
• start again

If they agree to the amount and hours reported, they can say 'submit earnings'.

The IVR will confirm the customer's:

• next payment amount and date
• next reporting date, and
• Working Credit balance (if applicable)

The report is finalised once the IVR gives the customer a receipt number for the update.

If the customer has completed their business, they can say goodbye or return to self service to complete another activity.