Assessment of circumstances for a couple separated due to illness 277-50070020

Action may be required from a previous contact.

If a Service Officer:

• receives a new claim work item which indicates the customer and their partner are unable to live together due to illness, go to Step 2
• received a work item in relation to a request from Services Australia to provide supporting evidence or a customer has returned supporting evidence, go to Step 14
• received a work item in relation to reviewing the customer's illness separated status, go to Step 17
• received a work item relating to a customer admission into permanent residential care (RIS data), see Table 2

If a customer contacts and is advising the following:

• the customer and/or their partner are unable to reside in their own home due to illness (including if one member of a couple has entered into care), go to Step 5
• the customer and their partner are no longer separated due to illness, see Table 2, Step 11
• the customer or their partner have entered respite care, see Customer is separated from their partner – temporarily or due to respite care
• the customer advises of a change in relationship status (illness separated) will occur at a future date, go to Step 16

The following illness separated relationship qualifier (RQ) codes are being automatically applied by the system when the customer has advised in their online or Assisted Customer Claim (ACC) they are unable to live with their partner due to illness:

• ILC (Illness Separated Left Home)
• ILP (Illness Separated, Partner left home)
• ILB (Illness Separated, both Customer and Partner Left Home)

Check the relationship information in the claim and the Marital Status (MS) screen for any RQ codes, see Relationship Qualifier codes automatically applied.

Is an ILC, ILP or ILB RQ code present on the customer’s MS screen?

• Yes, go to Step 3
• No, go to Step 5

Check the Document List (DL) screen in Customer First or Notes screen in Process Direct in both the customer’s and their partner’s records to determine if an illness separated couple assessment has occurred in the last 13 weeks.

Has a decision been made in the last 13 weeks that the customer and partner are an illness separated couple?

• Yes, go to Step 4
• No, go to Step 5

Review the claim details as well as any DOCs or Notes on both the customer’s and partner’s records to determine if there has been a change in their circumstances since the last illness separated couple assessment was completed.

Have there been any changes of circumstances in the last 13 weeks that may impact on whether the customer and partner can still be considered an illness separated couple?

• Yes, a new assessment will be required, go to Step 5
• No, as the customer and partner continue to meet criteria to be assessed as an illness separated couple the RQ coding on the MS screen can be retained, see Table 2, Step 1

When assessing a customer’s circumstances, it may become clear that a customer may be living separately and apart (genuinely separated), due to one member of a couple entering into care and where there has been a physical and emotional breakdown of the relationship. See Illness separation vs genuine separation.

Considerations when assessing a customer as living separately and apart due to one member of a couple entering a care situation:

• 'Living separately and apart on a permanent or indefinite basis’ should not generally be accepted if the couple are living apart solely because of ill health. Explore all other options before determining the couple are living separately and apart (that is, have genuinely separated)
• Staff must:
• consider the customers individual circumstances when making a determination
• give careful consideration to correctly assess the customers circumstances, as it directly impacts the customers entitlements, and rate of income support payment
• discuss the consequences when assessing a customer as living separately and apart with the customer before unlinking them from their partner. This may include consultation with a FIS Officer

The Resources page has examples of the effect on the income and asset tests for a customer assessed as living separately and apart rather than illness separated.

Is the customer living separately and apart due to one member of a couple entering into care and a breakdown of their relationship has occurred (that is, genuine separation)?

• Yes, go to Step 6
• No, go to Step 8

For customers:

• receiving only Residential Care Assessment (RCA/CUR), go to Step 7
• receiving Parenting Payment Partnered, they may be eligible to transfer to Parenting Payment Single (PPS). See Transfer from Parenting Payment Partnered (PPP) to PPS
• receiving other income support payments (including those that may also be RCA/CUR):
• Request the Separation details form (MOD S) using a request for information (RFI) letter. See Requesting information (CLK)
• DOC the record to detail the customer has been advised of possible impacts to their payment, and if appropriate was offered a referral to a FIS officer
• Procedure ends here until the MOD S is returned
• who have a new claim outstanding:
• If a RQ code was provisionally applied on the Marital Status (MS) screen, remove the (RQ) code
  Note: do not update the relationship status as separated until a MOD S) form has been returned
• Annotate the Progress of Claim DOC to indicate that an illness separation assessment is not required as the customer has permanently separated from their partner and records will be unlinked after the MOD S has been lodged
• Request the MOD S, see Requesting information (CLK)
• Once the MOD S is returned refer to Assessing the Separation details MOD S and online updates. Procedure ends here

Aged care fees and charges are not dependant on the customer’s relationship status. There is no requirement to get a MOD S or verify separation when a non-income support RCA/CUR customer separates.

A RCA/CUR only customer may advise on the Residential Aged Care Calculation of your cost of care form (SA457) that they do not have a partner. If the customer is linked on the Marital Status (MS) screen to another person, the advice from the SA457 allows the customer details to be coded as separated.

As the SA457 does not get the date of separation, use the date of entry to the aged care home in the Event date field, if the date of separation is unknown. The RCA Institution (RIS) screen can be used to verify entry into residential care by checking Admission Date and Care Type: Residential.

• Event Date: field, enter date the change to relationship status occurred. If the date of separation is unknown, use the date of entry to the aged care home
• Marital Status: field, enter a single marital status code
• PPE Cust and PPE Ptnr: field, leave blank
• Qualifier Code: field, leave blank
• Source: field, enter the source of information
• Receipt Date: field, date the information was received. See Date of receipt
• Select Continue to go to the Customer Details Task (CDTS) screen
• Update any other information by selecting the appropriate screens from the CDTS. For example:
• change of address
• change of payment destination

If a customer in residential Aged Care had a partner living in their former principal home, it would be exempt as an asset for the Aged Care Means Test Assessment (MTA). If a determination has been made that a customer in residential care is now single, this exemption no longer applies. Further updates are critical to make sure Aged Care fees remain correct.

If a customer or partner are currently in Residential Aged Care:

• Check the RCA Institution (RIS) screen and confirm the Admission Date and Care Type: Residential
• Complete updates on the Residential care asset assessment (RCAA) screen including:
• Date of Effect: enter date the change to relationship status occurred
• Date of Entry into care: delete the previous date from this field as coding a duplicate date of entry deletes previous data
• Home Ownership Status: update to HOM, NHO or HRV
• CMV of principal Home: current market value of principal home if home now assessed
• % Owned C/P: update ownership percentage of principal home
• Action: 'I' to insert a new page
• For help with coding, contact the Aged Care means assessments team:
• Select Office Locator
• Select Notes
• Contact Access/Tech Peer Support number
• Go to the Assessment Results (AR) screen and finalise the activity
• Record the decision on a closed DOC, using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
• In Customer First, issue a manual General separation - favourable (Q888) letter to advise the customer in writing of the decision
  Note: there is no requirement to issue a decision letter to a customer if the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
• If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
• If a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees
• Close all relevant open activities/work items on the customer’s record
• Procedure ends here

A couple is considered to be an illness separated couple where:

• they are unable to live together in their home, and
• the inability to live together:
• is due to illness or infirmity of either or both of them, and
• results in their living expenses being greater or are likely to be greater than otherwise, and
• is likely to continue indefinitely

Aspects to consider when assessing if the customer is a member of an illness separated couple:

• Inability to live at home due to illness or infirmity:
• it is not the intention that medical evidence is required for the majority of assessments
• for entry to an aged care home, the RCA Institution (RIS) screen can be used to verify entry into residential care by checking Admission Date and Care Type: Residential
• for a Supported Residential Service (SRS), a copy of the Residential Statement should be requested to confirm the level of care provided to the customer
• retirement villages do not usually provide care. If the customer advises they are receiving care from a retirement village, a copy of the care plan should be requested
• Living expenses:
• ask the customer if their living expenses have increased or are likely to increase due to illness separation, noting that it is not the intention that evidence of the customer's living expenses pre and post illness separation be obtained
• Indefinite separation:
• determine if the illness is indefinite, noting that 'likely to continue indefinitely' generally means it is highly probable, based on available evidence that the term of the separation is for a period of time that is unknown or unstated

Is there sufficient information to assess the illness separation?

• Yes, go to Step 10
• No, go to Step 9

As there is inadequate information available to confirm the couple are separated due to illness, the customer will need to provide supporting evidence from a treating doctor or relevant health professional.

If the customer is:

• currently in receipt of a payment:
• follow processes outlined in Requesting Information (CLK) to request the required supporting medical evidence
• if a manual review has been created to follow up the return of evidence, ensure the keyword ILLSEP is attached to this activity.
• procedure ends here until documents for the illness separated assessment are returned.
• claiming a payment:
• follow processes outlined in Requesting Information (CLK) to request the required supporting medical evidence
• if the claim is being processed in PD it will be placed on hold automatically when documents are requested
• if the claim is not being processed in PD, ensure the claim is placed on hold for the appropriate amount of time
• procedure ends here until documents for the illness separated assessment are returned

Pending the return of evidence for the illness separation, it is possible the customer may be living in separate accommodation and eligible for rent assistance.

See also, Temporary accommodation and Rent Assistance (RA),to determine if the customer is eligible to receive a higher rate of RA.

If the customer moved and it has been determined they are eligible to receive a higher rate of RA, go to Updating address details.

Procedure ends here.

The customer's circumstances indicate the customer is:

• not a member of an illness separated couple, and the customer:
• is currently in receipt of a payment, go to Step 11
• has an outstanding claim for a payment, go to Step 12
• a member of an illness separated couple, go to Step 13

• Advise the customer:
• they do not meet the requirements of an illness separated couple and do not qualify for assessment of payment at the single rate
• to contact the agency if their circumstances change
• their review and appeal rights
• Update customer/partner record if required, for example, address details
• Record the decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
• In Customer First, issue a manual Illness separated couple - unfavourable (Q888) letter to advise the customer in writing of the decision. Note: there is no requirement to issue a decision letter to a customer where the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
• If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
• If a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees
• Close all relevant open activities/work items on the customer's record

Procedure ends here.

Advise the customer:

• they do not meet the requirements of an illness separated couple and do not qualify for assessment of payment at the single rate
• to contact the agency if their circumstances change
• of their review and appeal rights

Can the claim be finalised (no further documentation required)?

• Yes,
• finalise the claim
• document the outcome of the illness separated assessment within the claim Finalisation Note (PD) or Claim Grant DOC (CF)
• there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the illness separated couple decision
• procedure ends here
• No,
• annotate the Progress of Claim Note/DOC with the outcome of the assessment
• if required supporting documentation has not been requested, see Requesting information (CLK)
• if the claim is processed in PD the claim will be automatically placed on hold
• if the claim is not being processed in PD, ensure claim is placed on hold for the appropriate amount of time
• procedure ends here until further documentation is returned

Where the customer is assessed as a member of an illness separated couple, tell the customer to supply details of their or their partner's accommodation arrangements.
For verification of entry to an aged care home, see Change of address to an aged care home.

This includes:

• proof of admission
• date home was vacated
• any verification of rent paid (if residing in private accommodation)

See Table 2, Step 1.

When the work item has presented, check the customer's record to confirm if they have returned supporting evidence.

For entry to an aged care home, the RCA Institution (RIS) screen can be used to verify entry into residential care by checking Admission Date and Care Type: Residential.

Has supporting evidence been returned?

• Yes, and:
• the customer is to be assessed as illness separated, see Table 2, Step 1
• the customer is not to be assessed as illness separated, go to Step 15
• No, go to Step 15

Where there is no supporting evidence to grant the illness separated rate, the customer is to continue to be paid the partnered rate.

• When a Decision Maker (DM) makes an unfavourable decision, they must provide the customer with an explanation of the decision. The DM must also advise the customer of their review rights and if required, record a request for a review of the decision
• If the customer is not present at the time of the updates, Service Officers must make genuine attempts to contact the customer by phone before issuing written advice of the decision outcome
• Once an attempt to contact the customer has been successful and they have been advised of the decision or 2 genuine attempts have been made, record the decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
• In Customer First, issue a manual Illness separated couple - unfavourable (Q888) letter to advise the customer in writing of the decision. Note: there is no requirement to issue a decision letter to a customer where the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
• If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
• If a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees
• Close all relevant open activities/work items on the customer's record

Procedure ends here.

If a customer advises their relationship status will change at a future date:

• do not code the change
• advise the customer:
• of general notification provisions and exceptions and that they will to contact the agency as soon as the change of relationship status occurs
• if the change results in an increase to payment rate, the increase is effective from the date they told Centrelink. This includes where the customer notifies of the change within 14 days. For more information, see Notification Handler (NOHL)
• document the record outlining the discussion
• close all relevant open activities/work items on the customer’s record

Procedure ends here.

Service Officers can use discretion to determine if there is the possibility a change of circumstances may occur and set a manual review if deemed appropriate. For example, where the customer enters a rehabilitation facility, and the length of time is not known and therefore indefinite.

When the review activity matures, check the customer's record to determine the reason for review and confirm whether the customer is still eligible for the illness separated rate. Go to Step 3 to help check if they meet the illness separated criteria.

Is the customer eligible to continue to be paid the illness separated rate?

• Yes,
• Record the decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
• In Customer First issue a manual Illness separated couple - favourable (Q888) letter to advise the customer in writing of the decision
  Note: there is no requirement to issue a decision letter to a customer where the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
• If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
• If a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees
• In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
  Service Reason: customer's payment type
  Review Reason: select most appropriate reason
  Due Date: date of expected change in circumstances
  Source: INT
  Date of Receipt: today's date
  Notes: 'Review customer entitlement for illness separated xx/xx/xxxx. Refer to OB 277-50070020 to review entitlement.'
  Keywords: ILLSEP
  Workgroup: leave blank
  Position: leave blank
  Transfer to Region: leave blank
• The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
• Close all relevant open activities/work items on the customer’s record
• Procedure ends here
• No, see Table 2, Step 8

Verify when Centrelink was told of the change in circumstances and source of information. The customer may have already entered, or is in hospital awaiting admission to, a care facility. To check the DOR for aged care, see Change of address to an aged care home.

If the customer:

• is currently receiving a payment, go to Step 2
• has an outstanding claim for payment, go to Step 3

When it has been established the customer and their partner are an illness separated couple, Service Officers must update the Marital Status (MS) screen with the appropriate relationship qualifier code. This makes sure customers entitlements are treated differently to their recorded relationship status.

Go to the MS screen in Customer First and update the following:

• Event Date: field, enter the date the customer became illness separated
• Marital Status: field will remain as MAR, REG or DEF
• PPE Cust and PPE Ptnr: fields, update as required
• Qualifier Code: field, enter the appropriate illness separated relationship/psychiatric care qualifier code:
• Ill Sep / Both Left Home (ILB), where both the customer and partner have left home due to illness
• Ill Sep / Left Home (ILC), where only the customer left home due to illness
• Ill Sep / Ptnr Left Home (ILP), where only the partner left home due to illness
• Psych Care/Both Left Home (PSB), where both the customer and partner have left home due to entering psychiatric care facility (no criminal offence)
• Psych Care/ Left Home (PSC), where only the customer has left home due to entering psychiatric care facility (no criminal offence)
• Ptnr In Psych Care/Partner in Psychiatric Care (PSP), where only the partner has left home due to entering psychiatric care facility (no criminal offence)
• Source: field, enter the source of the information
• Receipt Date field, date the information was received. See Date of receipt
• Select Continue to go to the Customer Details Task (CDTS) screen
• Update any other information by selecting the appropriate screens from the CDTS screen, including the Address Summary (AD) and the Accommodation Details (AC) screens. The AD and AC screens will be presented for one 'S' or both 'B' partners (dependant on whether only one or both members of a couple have moved)
• Go to the Assessment Results (AR) screen and finalise the activity
• Record outcome and reasons for decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision

Note: after entering the appropriate 'illness separated' code on the MS screen, the records of the customer and their partner will continue to be linked and correctly display as 'member of a couple'.

Go to Step 4.

If the claim is being processed in Process Direct (PD), all updates to the Marital Status (MS) screen and other related updates (address and accommodation) should be undertaken in Customer First (CF) before the PD claim is processed.

Check the MS screen, has the system automatically applied a provisional Relationship Qualifier (RQ) code to the record?

• Yes, ensure the RQ code and date of event are correct, update the MS screen in Customer First if these details are incorrect, go to Step 4
• No, go to Step 4

Has the customer or their partner entered an Aged Care facility or are in hospital awaiting admission to an aged care home?

• Yes, in Customer First, update the customer's or their partner's address details as required
• See Table 1, Step 8 in Change of address to an aged care home
• Go to Step 7 to finalise the activity and issue letter
• No, go to Step 5

In Customer First:

• select the address(es) from the AD screen that require updating and code the following fields:
• Address Type: field, select the appropriate address type
• Select Continue
• Start Date: field, enter the start date of the address (any date up to 14 days in the future for POS or HOM)
• Make partner's address the same as customers?: field, update as required
• Is RA being claimed on this Address: field, update as required
• Is this address in a Remote Area for the purposes of Remote Area Allowance?: field, update if prompted. The value in this field will default to 'Yes' or 'No' based on the postcode entered. If the postcode spans both remote and non-remote areas, the message 'Please indicate if address is remote or not' displays. Enter either 'Y' or 'N'
• Send All Mail Here?: field, update if prompted. This field is only relevant for the TEM and TER address types
• Code the customer's new address, see Rapid Addressing
• Source: field, enter the source of information
• Receipt Date: field, date the information was received. See Date of receipt
• Select Continue

For more information on changing a customer's address, see Updating address details.

Illness separated customers who own their principal home and enter a care situation are not ineligible homeowners for Rent Assistance (RA) purposes. They may be entitled to RA if paying rent at their new address. See Rent Assistance (RA) for care receivers.

If the customer was a homeowner, assess the treatment of their principal home, vacated due to illness.

Complete the following fields on the AC screen within the same activity:

• Address Type: field, this should have defaulted from the AD screen, if not, enter the address type
• Event Date: field, enter the date of event for the accommodation details that are being recorded
• Home ownership: field, update if required. If the customer is a homeowner, code as 'LHO' (lives elsewhere)
• Type of Rent: field, enter the type of rent paid
• Sharer status: field, code 'EXE' or 'XSH'
• Rent Amount: field, update the amount of rent paid and frequency
• Rent Verification: field, update the verification details. See Rent Assistance (RA) verification
• Reason Home vacated: field, enter the reason home was vacated. Suitable codes are, 'CRR' - to provide care in a private home or 'ONH' - due to ill health (other than in nursing home)
• Date Home vacated: field, enter the date the home was vacated
• Source: field, enter the source of information
• Receipt Date: field, date the information was received. See Date of receipt
• Select Continue
• Go to the Assessment Results (AR) screen and finalise the activity

If the customer has children, they will need to revise their current Families income estimate and advise choices available to help reduce the chance of an overpayment during the reconciliation process. See Updating income estimates for the current financial year.

If the customer:

• is currently receiving a payment, go to Step 8
• has a new claim that can be finalised:
• the claim information on the Transaction Summary (TS) screen in PD will need to be regenerated before the claim is processed
• select Process, update any required information, and finalise the claim
• document the outcome of the illness separated assessment in the claim finalisation Note
• there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the respite care couple decision, go to Step 9
• has a new claim that cannot be finalised (further documentation required):
• annotate the Progress of Claim Note/DOC with the outcome of the assessment
• if further documentation is required but has not been requested, see Requesting information (CLK)
• if the claim is being processed in PD it will be automatically placed on hold when the documents are requested
• if the claim is not being processed in PD, ensure claim is placed on hold for the appropriate amount of time
• procedure ends here until further documentation provided

Advise the customer of the following:

• that their new rate of payment (including any RA) and that the partnered income/assets test still applies. The illness separated rate is equivalent to the single rate of payment. For:
• rate information, see Legislation and Rates and thresholds
• details about the income/assets test, see
  Income Test for illness separated or partner in prison customers
  Parenting Payment Partnered (PPP) Income and assets test
  Allowance income and assets test
• that should their circumstances change and they are no longer illness separated, they must inform the agency within 14 days of their circumstances changing
• that Family Tax Benefit (FTB) Part B will still be assessed on the income of the lower earner. See Income test for family assistance and Paid Parental Leave scheme payments

Document the decision and issue letter

In Customer First:

• record details on a closed DOC, use Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
• issue a manual Illness separated couple - favourable (Q888) letter to advise the customer in writing of the decision
• if the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
• if a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees
• close all relevant open activities/work items on the customer’s record

Service Officers can use discretion to determine if there is the possibility a change of circumstances may occur and set a manual review if deemed appropriate. For example, where the customer enters a rehabilitation, and the length of time is not known and therefore indefinite.

Where required, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: customer's payment type
• Review Reason: select most appropriate reason
• Due Date: date of expected change in circumstances
• Source: INT
• Date of Receipt: today's date
• Notes: 'Review customer entitlement for illness separated xx/xx/xxxx. Refer to OB 277-50070020 to review entitlement.'
• Keywords: ILLSEP
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Because of the customer and their partner being an illness separated couple, check that they are receiving or claiming the appropriate income support payments, and are aware of outcomes and obligations.

For example:

• Would the ill customer qualify for Disability Support Pension, JobSeeker Payment (incapacitated)?
• If both members of a couple reside in the same accommodation and one partner receives Carer Payment (CP) or Carer Allowance (CA) because they are caring for the other partner. See Change of address for Carer Payment (CP) and Carer Allowance (CA)
• If the partner is on Carer Payment or Carer Allowance, it may be necessary to advise of the cessation of care rules for temporary or long term periods. See:
• Respite provisions for Carer Payment (CP) and Carer Allowance (CA)
• Hospitalisation provisions for Carer Payment (CP) and Carer Allowance (CA)

Procedure ends here.

Has the change of circumstances already occurred?

• Yes, the record will need to be updated to remove the illness separated relationship qualifier code. Any other details as advised by the customer will also need to be updated.
  On the Marital Status (MS) screen, record the following details:
• Event Date: field, enter the date the customer ceased being illness separated
• Marital Status: field, use the same code as previously stated
• PPE Cust and PPE Ptnr: fields, update as required
• Qualifier Code: field, leave blank
• Source: field, enter the source of information
• Receipt Date: field, date the information was received. See Date of receipt
• Select Continue to go to the Customer Details Task (CDTS) screen
• Update any other information by selecting the appropriate screens from the CDTS screen, for example, change of address. Make sure the customer's and partner's home address are the same
• Go to the Assessment Results (AR) screen and finalise the activity
• Record outcome and reasons for decision on a closed DOC using Fast Note - select Auto Text, use Generic > Updates > Illness separated decision
• In Customer First issue a manual Illness separated couple - unfavourable (Q888) letter to advise the customer in writing of the decision. Note: there is no requirement to issue a decision letter to a customer where the assessment is about a new claim. The new claim grant/reject letter forms part of the illness separated decision
• If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record
• If a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees
• Close all relevant open activities/work items on the customer’s record
• No, as the customer is advising of the change of circumstances at a future date:
• do not code the change. The system will not allow service officers to code a change for a future date and the E116CU - Event Date cannot be greater than today's date error will appear
• advise the customer of general notification provisions and exceptions and that they will need to contact the agency when the change of relationship status occurs
• record a DOC outlining the discussion