Processing arrangements for ABSTUDY claims and enquiries 010-02020010

This document outlines the protocols for processing ABSTUDY claims and enquiries. These protocols determine the responsibilities of each section dealing with ABSTUDY matters.

ABSTUDY enquiries

General enquiries about ABSTUDY may be handled over the phone or in person.

The Resources page has a link to the contact details for ABSTUDY customers and third parties.

ABSTUDY processing

ABSTUDY claims and enquiries can come through Smart Centre Call, service centres and ABSTUDY Smart Centre Processing teams.

ABSTUDY processing is consolidated into a National Smart Centre Processing Team. Look up Processing Services details for: ABSTUDY and ABSTUDY PES.

ABSTUDY processing has been consolidated into a national queue and individual claims may be processed by any of the four Smart Centre Processing sites. There are some exceptions to this general approach. The Process page outlines the exceptions.

The Resources page contains links to action tables for ABSTUDY Manual Follow Ups (MFU), the Services Australia website and Office Locator.