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First day of attendance for ABSTUDY secondary boarders 010-02060050

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For ABSTUDY skilled Service Officers.

This page contains information on the steps to take when processing first day of attendance for ABSTUDY Away from Home rate.

On this page:

Institution enquiries and receipt of Payment on Advice (PoA)

Submission and processing

Changed student circumstances

Outbound reminder calls

Institution enquiries and receipt of Payment on Advice (PoA)

Table 1

Expand table

Step

Action

1

Initial contact

For processing PoA (including First or last day of attendance for ABSTUDY Away from Home students (SY106) form) or making outbound PoA reminder calls, go to Step 3.

Education/board provider contact

If the enquiry is about:

Parent/guardian contact

Confirm the student's education and board details are correct.

Is the parent/guardian advising that the student cannot commence studies in a term because of circumstances beyond the student's control?

  • Yes, go to Step 2
  • No, tell the parent/guardian that first day of attendance details can only be accepted from the education/board provider. Procedure ends here

2

Unable to commence studies in a term because of circumstances beyond the student's control

If an ABSTUDY secondary boarding student cannot commence studies because of unforeseen circumstances beyond their control, ABSTUDY may still be payable.

Staff must check if the student:

  • had circumstances beyond their control, and
  • has provided appropriate supporting evidence. This can include, but is not limited to:
    • a medical certificate
    • a statement from an independent third party
    • confirmation from the education/board provider (verbal or written, including eService comments)
    • First or last day of attendance for ABSTUDY Away from Home students (SY106) form
    • details from the relevant State/Territory website confirming an emergency or natural disaster

Staff must also confirm the education institution is continuing to provide the student with academic support throughout the relevant term. Confirmation can be provided:

  • from the education institution either verbally or in writing, or
  • by the parent/guardian where they have received written evidence from the education institution

Does the student have circumstances beyond their control which will prevent them from commencing during the term and the required evidence has been provided?

  • Yes:
  • No:
    • tell the customer of the required evidence before ABSTUDY can be paid
    • record details on a DOC
    • procedure ends here

3

Processing first day of attendance

For help actioning first day of attendance for a student with an ABSTUDY status of:

If actioning:

  • an ABSTUDY Boarder Action Request Fast Note advising of a student who cannot commence in a term due to circumstances beyond their control, see Table 2 > Step 4
  • an ABSTUDY Boarder Action Request Fast Note asking for help with a boarding student enquiry, go to Step 9
  • PoA outbound reminder calls, see Table 4 > Step 1

4

Accessing the Third Party Information Summary - Organisations (TPISO) screen

The TPISO screen can be used to confirm:

  • the status of a PoA request for a particular school/boarding institution, term and year
  • a student was included on the PoA request sent to a particular school/boarding institution
  • a school/boarding institution has submitted the PoA details to Services Australia

To access the school/boarding institutions PoA request, complete the following fields on the TPISO screen:

  • If in a record, select Clear Customer
  • In Environment B, key 'TPISO' in the Nxt field
  • Select One Time Access Code from the Application Type dropdown box
  • Select ABY Payment on Advice from the Business Function field
  • The Information Type will pre-populate with KEY load for POA OTAC
  • Use the Date from and Date to field to narrow the search and identify a particular term. This field is not mandatory
  • Narrow the search by selecting processed, unprocessed or store forward in the Status field. This field is not mandatory
  • Select the:
    • Extra Search Components dropdown box, and
    • appropriate state/territory for the school/boarding institution under the State field
  • To find a school or boarding institution:
    • Key the organisation Customer Reference Number (CRN) into the Internal Search CRN field, or
    • Key the school/boarding institution name into the Entity Name/Customer Surname field
  • Select Search
  • Look under the Description tab to find the school/boarding institution, make sure the correct term results are viewed

Note: if the school/boarding institution is not showing, find a previous Payment on Advice (PoA) DOC on the institution's record and take note of the Business collection CRN. Use this CRN in the Internal Search CRN field on the TPISO screen.

If the Status is:

  • Processed, Services Australia has received PoA details from the school/boarding institution. Tell the institution they have submitted their PoA correctly and it will be processed by a Service Officer. Procedure ends here
  • Store Forward, Services Australia is awaiting PoA details from the school/boarding institution. The organisation has started updating records, saved the data but has not submitted the details. Tell the institution they have started their PoA but have not submitted the item. They can access the eService or Business Hub and continue the update
  • Unprocessed, Services Australia is waiting for first day attendance dates for ABSTUDY Away from Home students from the school/boarding institution. Tell the school/boarding institution to access the eService or Business Hub to complete the commencement dates for ABSTUDY students

Has the school received their PoA request via Business Hub?

5

Business Hub

In the Payment on Advice Service within Business Hub, the school/boarding institution will be presented with a workflow to complete the following details:

  • student commencement status - 'has the student commenced study?'
  • student commencement date - if the student:
    • has commenced, the date of commencement must be provided. Note: a future date must not be keyed. If a future date is keyed, an error will occur
    • has not commenced, a date is not requested

In the Payment on Advice Service, the school/boarding institution can also:

  • add additional students to the PoA list, and
  • provide comments (if required) for any student

When PoA details are completed via the Payment on Advice Service, the school/boarding institution will be presented with the Review and Submit screen. After accepting the electronic declaration and submitting the attendance data, the Confirmation screen will display.

If the school is experiencing issues with:

  • PRODA, advise the school to contact PRODA Support. Support is available from Monday to Friday, 8 am to 5 pm local time
  • Business Hub, advise the school to:
    • visit the Services Australia Business Hub webpage
    • use the virtual assistant in Business Hub, or
    • contact Business Hub Support. See the Resources page for contact information

Procedure ends here.

6

Education Institutions eService (the eService)

The school/boarding institution uses the One Time Access Code (OTAC) to log into the eService. If the school/boarding institution needs a new OTAC, go to Step 7.

In the eService, the school/boarding institution will be presented with a workflow to complete the following details:

  • contact details
  • student commencement status - 'has the student commenced study?'
  • student commencement date - if the student:
    • has commenced, the date of commencement must be provided. Note: a future date must not be keyed. If a future date is keyed, an error will occur
    • has not commenced, a date must not be keyed

In the eService, the school/boarding institution can also:

  • add additional students to the PoA list, and
  • provide comments (if required) for any student

When PoA details are submitted to Services Australia, the school/boarding institution will be presented with the 'Institution Receipt Screen'. This screen allows them to print their PoA responses (commencement date and comments) for their records.

If the school/boarding institution encounters an issue with the eService that cannot be resolved, tell the provider to contact the Centrelink Confirmation eServices (CCeS) helpdesk. Support is available from 8:30 am to 5:00 pm AEST, Monday to Friday excluding public holidays.

Procedure ends here.

7

Reissuing One Time Access Codes (OTAC)

Before reissuing a new OTAC, confirm that the school:

  • is still using the Education Institutions eService, and
  • has not registered to use Business Hub to complete the PoA process

If a new OTAC has already been issued today, confirm the reason the previous OTAC has not been received by the school/boarding institution.

In Customer First:

  • If in a record, select Clear Customer
  • In Environment B, key 'TPISO' in the Nxt field
  • Select One Time Access Code from the Application Key dropdown box
  • Select ABY Payment on Advice from the Business Function: field

The Information Type will pre-populate with KEY load for POA OTAC.

  • Use the Date from and Date to field to narrow the search and identify a particular term. This field is not mandatory
  • To find a school or boarding institution, select the Extra Search Components, and:
    • key the organisation CRN into the Internal Search CRN field, or
    • key the school/boarding institution name into the Entity Name/Customer Surname field
    • select the school/boarding institution state or territory under State field
  • Select Search

The school/boarding institution should show in the Description tab. Note: make sure results are viewed for the correct year and term.

  • Select KEY load for POA OTAC:
    • Confirm the correct email address with the school/boarding institution
    • Select the correct response to Reissue to original email address
    • If reissuing a new email address, key the new email address in the revised email address
    • Select Reissue ABY POA OTAC request
    • Select OK
    • A new OTAC will be emailed to the institution
  • A DOC will be placed on the organisation's record
  • If the school/boarding institution has advised of a new email address, update the Organisation record

Was the OTAC reissue successful?

  • Yes, procedure ends here
  • No, escalate the issue to Level 2 Helpdesk through Service Support Officer. Procedure ends here

8

Verbal attendance advice

Tell the ABSTUDY Smart Centre Processing site of the verbal attendance advice using the ABSTUDY Boarder Action Request Fast Note.

If the verbal attendance advice being provided is for:

  • an individual student, record the ABSTUDY Boarder Action Request Fast Note on the students record
  • multiple students, record the ABSTUDY Boarder Action Request Fast Note on the school/boarding institution's organisation record

Use Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY Boarder Action Request, then Confirm.

Include the following for each student:

  • Name
  • DOB
  • CRN (If known)
  • First day of attendance
  • Additional comments

If the advice is for a student who has not started due to circumstances beyond their control, also include:

  • the reason/circumstance the student has not commenced studies due to circumstances beyond their control
  • whether or not the institution is providing academic support to the student while at home
  • evidence of exceptional circumstance
  • the expected start date

Procedure ends here.

9

Individual student records

Phone contact: Typically done by Smart Centre staff. Staff may complete this step if they are trained. Ask the school/boarding institution for details of their query about individual student entitlements.

Investigate the record to assist with the enquiry. If unable to assist or corrective coding is required, send the ABSTUDY Boarder Action Request Fast Note on the school/boarding institution's organisation record.

Use Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY Boarder Action Request.

Include the following:

  • School/boarding institution's query
  • Action taken
  • Findings
  • Action required
  • Additional comments

Procedure ends here.

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. Investigate the relevant record(s) to make sure the system is paying the correct boarding instalment payments. For help with coding, select Schooling B - Boarder from the dropdown box in Processing an ABSTUDY claim.

If coding is:

  • incorrect, update the record accordingly to ensure correct entitlements are paid
  • correct, provide details of the various maximum rates of ABSTUDY entitlements to the school/boarding institution for their information

Procedure ends here.


Submission and processing

Table 2

Expand table

Step

Action

1

Payment on Advice (PoA) response

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. Has the school/boarding institution responded to the PoA request by the third Friday of the school term?

2

School/boarding institution provides Payment on Advice (PoA) details by SY106, phone, email, ABSTUDY Boarder Action Request, fax or letter

If a school/boarding institution responds to Services Australia by any of the above ways for ABSTUDY students, the PoA request must be deleted for the appropriate term.

To delete a PoA request, in Customer First:

  • Select Clear Customer
  • In Environment B, key 'TPISO' in the Nxt: field
  • Select One Time Access Code (OTAC) from the Application Type dropdown box
  • Select ABY Payment on Advice from the Business Function
  • The Information Type will pre-populate with KEY load for POA OTAC
  • Use the Date from and Date to field to narrow the search and find a particular term. This field is not mandatory
  • To find a school or boarding institution, select the Extra Search Components, and:
    • key the organisation CRN into the Internal Search CRN field, or
    • key the school/boarding institution name into the Entity Name/Customer Surname field
    • select the school/boarding institution state or territory under State field
  • Select Search
  • The boarding institution should show in the Description tab
  • Select the appropriate school/boarding institution and relevant term by selecting the KEY load for POA OTAC process. Note: make sure results are viewed for the correct year and term
  • The OTAC Viewer (KEYLOAD) will then provide an additional option to Delete this OTAC
    • Key a deletion reason in the appropriate field (this is a free text field)
    • Once this field is completed, select the screen outside of the deletion box to activate the Delete OTAC request button
  • The system will automatically record a DOC on the organisation's record to confirm the PoA request has been deleted
  • The school/boarding institution will no longer show on the TPISO screen

Go to Step 3.

3

School/boarding institution provided a response via phone, email, fax or letter

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. Record a DOC on the school/boarding institution organisation record advising of the return of the Payment on Advice (PoA) request.

Include the following for each student:

  • Name
  • DOB
  • CRN (If known)
  • First day of attendance
  • Additional comments

Go to Step 4.

4

Processing Payment on Advice responses from school/boarding institutions

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. When processing Payment on Advice (PoA), review the following screens on the student record/s to support record correctness:

  • Education Details (EDC)
  • Address Summary (AD)
  • Accommodation Details (ACS)
  • School Fees and Boarding Details (EYSB)
  • Payment Instruction (PIPI)
  • Household Income (NHI)
  • Tax File Number (TFN)

Review the details of the student's circumstances in the STArted DOC, ABSTUDY Boarder Action Request Fast Note, SY106 form, email, or fax on the student's record.

Some schools may have term dates that differ from the standard state based term dates. Service Officers must take this into account when calculating the third Friday.

Has the school/boarding institution advised the student has commenced study?

  • Yes, if the student commenced study:
  • No:
    • if the student cannot commence because of circumstances beyond their control, go to Step 6
    • otherwise, payments cannot be released until the student's first day of attendance is provided. See Table 3 > Step 7

5

Student commenced study by the third Friday

If the school/boarding institution has supplied first day of attendance:

  • through the eService or Business Hub, and no comments are provided:
    • a DOC is automatically completed on the organisation and student records
    • the first ABSTUDY boarding instalment will automatically pay to the school/boarding institution in the fourth week of the school term
    • procedure ends here
  • through the eService or Business Hub, and comments are provided, see Table 3 > Step 1
  • through the eService or Business Hub, and the student is an 'added student', go to Step 7
  • by SY106, phone, email, fax or letter:
    • record the details in a DOC on the student's record
    • procedure ends here

6

Student has not commenced study because of circumstances beyond their control

If an ABSTUDY secondary boarding student cannot commence studies because of circumstances beyond the student's control, ABSTUDY may still be payable.

Staff must check if the student:

  • had circumstances beyond their control, and
  • has provided appropriate supporting evidence. This can include, but is not limited to:
    • a medical certificate
    • a statement from an independent third party
    • confirmation from the education/board provider (verbal or written, including eService comments)
    • First or last day of attendance for ABSTUDY Away from Home students (SY106) form
    • details from the relevant State/Territory website confirming an emergency or natural disaster

Staff must also confirm the education institution is continuing to provide the student with academic support throughout the relevant term. Confirmation can be provided:

  • from the education institution either verbally or in writing, or
  • by the parent or guardian where they have received the written evidence from the education institution

Note: contact the education institution to verbally confirm that they are continuing to support the student, if required.

Does the student have circumstances beyond their control which will prevent them from commencing during the term?

  • Yes, and the necessary evidence is:
    • provided, the start date will be the first day of the term entitlement period. Record all relevant details within a Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY Non-starter Exceptional Circs. If the payment is suspended or cancelled, restore ABSTUDY, see Restoration of ABSTUDY payments. Procedure ends here
    • not provided, payment cannot be issued until confirmation of the circumstances is provided. See Table 3 > Step 6
  • No, payments cannot be released until the student's first day of attendance is provided, see Table 3 > Step 7

7

Added students

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. If the school/boarding institution 'added' students, complete a manual DOC on each of the students' records showing:

  • they have been manually 'added' to the Payment on Advice (PoA) request
  • the school/boarding institution they are attending
  • their first day of attendance at the school/boarding institution

If the student is current on:

If the student will commence:

  • by the third Friday and is ABY/CUR, no further action is required. Procedure ends here
  • by the third Friday and is ABY/ASS, go to Step 8
  • after the third Friday, payments cannot be released until the student's first day of attendance is provided. See Table 3 > Step 4

If the student is not current on ABSTUDY, to determine if a student's payment can be restored or a new claim is required, see Table 1 > Item 1 on the Resources page in Claiming ABSTUDY. If the payment:

If action cannot be completed in full for all students listed by the school/boarding institution, annotate the Payment on Advice (PoA) DOC on the organisation's record with their progress.

Procedure ends here.

8

ABSTUDY start date change

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. A secondary boarding student's ABSTUDY status will be ABY/ASS if the claim was assessed after the term's SAS extraction date. Once the student's first day of attendance has been provided, update the ABSTUDY start date to pay the correct entitlement.

If the student started:

  • on or before the third Friday of the term, update the:
    • Student Start Date field on Education Course History (EDCH) screen to the first day of the term entitlement period. Note: Term 1 will need to be keyed as the course start date
    • Manual Start Date field on Education Payments Start Date (EPDC) screen to the first day of the term entitlement period
  • after the third Friday of the term, see Table 3 > Step 4

Confirm all boarding screens have correct current year details:

  • School Fees and Boarding Details (EYSB)
  • Payment instruction (PIPI)
  • Accommodation (ACS)
  • Household Income and Assets (NHI)
  • ABSTUDY Payee Debtor Details (EYPY)

Has the student discontinued studies?


Changed student circumstances

Table 3

Expand table

Step

Action

1

School/boarding institution submitted comments for an ABSTUDY student

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. The required action for the processing of the ABSTUDY boarding instalment payment depends on the first day of attendance of an individual student.

If the school/boarding institution advises that a student:

  • is unknown at the school/boarding institution, go to Step 2
  • will be boarding at another location for the term, go to Step 3
  • has commenced studies at the school/boarding institution after the third Friday of term, go to Step 4
  • commenced at the school/boarding institution in the term, but ceased before the first ABSTUDY boarding instalment payment was issued, see Cessation of the ABSTUDY Away from Home rate
  • will not commence at the school/boarding institution, go to Step 7

2

Student is unknown to school/boarding institution

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. A school/boarding institution may advise that a student listed as boarding at the institution, is unknown to them. This may occur because the student:

  • has changed their mind about boarding at that location and not advised the institution
  • is known by another name at the school/boarding institution
  • has been keyed as residing at an incorrect school/boarding institution

Contact the applicant to clarify the study and personal circumstances of the student. If the applicant advises:

  • the student will be boarding at another location (privately or institution), or the incorrect school/boarding institution has been recorded
    • the details of the alternate boarding location must be keyed on the student's record
    • upon confirmation from the applicant of the new board location, re-key the student's board entitlement details to reflect the new boarding circumstances. Select Schooling B - Boarder from the dropdown box in Processing an ABSTUDY claim
    • go to Step 3
  • the student is known by another name:
    • amend the Customer Personal Details (CPD) screen to add a Preferred Name (PRF)
    • annotate the STArted DOC on the student's record and complete
    • contact the school/board provider to confirm the student's first day of attendance
    • go to Step 3
  • the student will not be living away from home in the term, or the applicant was not contactable, go to Step 7

3

Confirming first day of attendance after updates actioned

Has the school/boarding institution confirmed first day of attendance?

  • Yes, and the student:
    • has commenced at the school/boarding institution after the third Friday of the term, go to Step 4
    • commenced at the school/boarding institution in the term, but ceased before the issue of the first ABSTUDY boarding instalment payment, see Cessation of the ABSTUDY Away from Home rate
    • commenced before the third Friday, finalise the activity and record details on a DOC. Procedure ends here
    • has not commenced at the school/boarding institution, go to Step 7
  • No:
    • finalise the activity and record details on a DOC
    • procedure ends here

4

Late start due to circumstances beyond their control

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. A student who commences after the third Friday of a term is only eligible for Away from Home entitlements from the date the student commences living away from home in that term, unless the student could not commence on time due to circumstances beyond their control.

If there were circumstances out of the student's control, the student will be eligible to be paid once:

  • impacts are confirmed, and
  • the student begins study on campus in a face to face environment

Evidence to confirm other impacts can include, but is not limited to:

  • a medical certificate
  • a statement from an independent third party
  • confirmation from the education/board provider (verbal or written, including eService comments)
  • First or last day of attendance for ABSTUDY Away from Home students (SY106) form
  • details from the relevant State/Territory website confirming an emergency or natural disaster

Was the student unable to commence on time due to circumstances beyond their control?

  • Yes, and evidence is:
    • provided, the start date will be the first day of the term entitlement period. Restore ABSTUDY, see Restoration of ABSTUDY payments. Procedure ends here
    • not provided, payment cannot be issued until confirmation of the circumstances is provided and the student commences face to face studies. Tell the customer of the required evidence before payments can be made. Go to Step 6
  • No, and the student's first day of attendance:

5

ABSTUDY with gap in entitlement for study

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. As the student has returned to study after the third Friday, they are only entitled for ABSTUDY from the day they have returned to face to face study.

Note: an exception applies when the student does not return to study by the third Friday due to undertaking work placement as part of a school-based apprenticeship or traineeship. The student is considered to have returned to study from the first day of the work placement. For these students, annotate the STArted DOC on the student's record and complete. Procedure ends here.

Select the option below based off the student's circumstances.

Coding required when a student's ABSTUDY status is ABY/ASS
  • On the Education Course History (EDCH) screen, key:
    • Student Start Date: student's first day of attendance
  • On the Education Payments Start Date (EPDC) screen, key:
    • Manual Start Date: student's first day of attendance
  • On the Independent/Homeless/Away from Home (NIH) screen, key:
  • Confirm all boarding screens have correct current year details:
    • School Fees and Boarding Details (EYSB)
    • Payment instruction (PIPI)
    • Accommodation (ACS)
    • Household Income and Assets (NHI)

Has the student discontinued studies?

Coding required for study starting in Term 1
  • On the Education Course History (EDCH) screen, key the current year course:
    • Student Start Date: student's first day of attendance
  • Confirm all boarding screens have correct current year details:
    • School Fees and Boarding Details (EYSB)
    • Payment instruction (PIPI)
    • Accommodation (ACS)
    • Household Income and Assets (NHI)
    • Away from home reason (NIH)
  • On Assessment Results (AR) screen, confirm the payment of arrears is correct before proceeding with payment
  • Finalise the activity and record details on a DOC
  • Procedure ends here
Coding required for study starting in Term 2, 3 or 4
  • On Education Course History (EDCH) screen, select the current course and update:
    • Student End Date: last day of the previous term entitlement period
    • Source: appropriate source
    • DOR: appropriate date of receipt
    • Action: Change
    • Press [Enter]
  • From the EDCH screen, reselect the current course and change:
    • Participation Status Event Date: first day of the new term entitlement period
    • Action: Insert
    • Press [Enter]
  • From the EDCH screen, reselect the newly inserted course and update:
    • Student Start Date: student's first day of attendance
    • Student End Date: same date as the Inst Course End Date
    • Action: Change
    • Press [Enter]
  • Confirm all boarding screens have correct current year details:
    • School Fees and Boarding Details (EYSB)
    • Payment instruction (PIPI)
    • Accommodation (ACS)
    • Household Income and Assets (NHI)
    • Away from home reason (NIH)
  • On Assessment Results (AR) screen, confirm the payment of arrears is correct before proceeding with payment
  • Finalise the activity and record details on a DOC
  • Procedure ends here

6

Entitlement to an ABSTUDY boarding instalment payment

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. If a student has not commenced at the boarding location in a term, the school/boarding institution has no entitlement to an ABSTUDY boarding instalment payment (unless exceptional circumstances apply). To make sure no ABSTUDY payments are issued, take suspension action before the first instalment strip date for the relevant term.

ABSTUDY

To suspend ABSTUDY payments, key the following on the Benefit Action (BA) screen:

  • SvcRsn: ABY
  • Action: SUS
  • Reason: ITB (Intention to Board)
  • Effect Date: the first date of current term entitlement period
  • Finalise action on the Assessment Result (AR) screen
  • Record details on a DOC on the student's record. Include the action taken from advice provided by the school/boarding institution
  • If the student:
    • is unable to commence in the term due to circumstances beyond their control, payment cannot be issued until confirmation of the circumstances is provided. Tell the customer what evidence is required
    • will commence late due to circumstances beyond their control, use the ABSTUDY Late Start Exceptional Circs Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY Late Start Exceptional Circs, then Confirm. Add the required information, then select Continue. Place the Fast Note on Hold until the expected date of commencement
  • Procedure ends here

If a suspension activity cannot be completed, a manual cancellation may be required. Complete the following on the Benefit Action (BA) screen:

  • Svc Rsn: ABY
  • Action: CAN
  • Reason: ITB (Intention to Board)
  • Effect Date: the first date of current term entitlement period
  • Finalise action on the Assessment Results (AR) screen
  • Record details on a DOC on the student's record. Include the action taken from advice provided by the school/boarding institution
  • If the student:
    • is unable to commence in the term due to circumstances beyond their control, payment cannot be issued until confirmation of the circumstances is provided. Tell the customer what evidence is required
    • will commence late due to circumstances beyond their control, use the ABSTUDY Late Start Exceptional Circs Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY Late Start Exceptional Circs, then Confirm. Add the required information, then select Continue. Place the Fast Note on Hold until the expected date of commencement
  • Procedure ends here
ABSTUDY PES (EPA)

To suspend EPA payments, key the following on the Benefit Action (BA) screen:

  • SvcRsn: EPA
  • Action: SUS
  • Reason: DNC (Did not commence studying)
  • Effect Date: Date paid to +1
  • Finalise action on the Assessment Result (AR) screen
  • Record details on a DOC on the student's record. Include the action taken from advice provided by the school/boarding institution
  • If the student:
    • is unable to commence in the term due to circumstances beyond their control, payment cannot be issued until confirmation of the circumstances is provided. Tell the customer what evidence is required
    • will commence late due to circumstances beyond their control, use the ABSTUDY Late Start Exceptional Circs Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Update > ABSTUDY Late Start Exceptional Circs, then Confirm. Add the required information, then select Continue. Place the Fast Note on Hold until the expected date of commencement
  • Procedure ends here

7

Student will not be commencing at school/boarding institution or applicant is not contactable

Processing Team: Typically done by specialised processing teams in a service centre or Smart Centre. Unless otherwise stated, staff may complete this step if they are trained. Entitlement to the first boarding instalment payment to a boarding institution does not exist if:

  • a student has not commenced at the boarding location in a term (unless exceptional circumstances apply), or
  • a change in circumstance that impacts entitlement has occurred that is not able to be confirmed with the applicant

To make sure no ABSTUDY payments are issued, take suspension action before the first instalment strip date for the relevant term. Select the option below based on the student's circumstances.

If ABSTUDY was not paid in the previous term

Suspend ABSTUDY from the first date of the current term entitlement period:

  • On the BA screen for ABSTUDY, in the following fields, key:
    • Svc Rsn: ABY
    • Action: SUS
    • Reason: ITB (Intention to Board)
    • Effect Date: the first date of the current term entitlement period
  • On the BA screen for ABSTUDY PES, in the following fields, key:
    • Svc Rsn: EPA
    • Action: SUS
    • Reason: DNC (Did not commence studying)
    • Effect Date: date paid to +1
  • Finalise action on the AR screen
  • Record details on a DOC on the student's record. Include the action taken from advice provided by the school/boarding institution
  • Procedure ends here
If ABSTUDY was paid in the previous term

Cancel ABSTUDY by coding the following screens:

  • BA screen, input:
    • Svc Rsn: ABY or EPA
    • Action: CAN
    • Reason: NAS
    • Effect Date: the first date of current term entitlement period
  • Education Course Details (EDC) screen:
    • for a student not recommencing in Terms 2, 3 or 4, amend Student End Date field to the last date of the previous term entitlement period
      Note: if the next years study details have been coded, this line will require deletion
    • for a student not recommencing in Term 1, delete the current year EDC page for the non-commenced course
  • Independent/Homeless/Away from Home (NIH) screen, select the current line. Update the following fields:
    • End Reason: NLE
    • End Date: key the last date of the previous term entitlement period
  • School Fees and Boarding Details (EYSB) screen:
    • Event Date: key the first date of current term entitlement period
    • Boarding School/Hostel Action: NPB
    • Action: Insert
    • Leave all other fields blank
    • If the student is ceasing in the current year any EYSB coding for the following year must be deleted
  • If coded, end the term address on the Address Details (AD) screen by using the last date of the previous term entitlement period
  • Insert a new screen on the Accommodation Details (AC) screen and update:
    • Event Date: key the first date of current term entitlement period
    • Address Type: HOM
    • Home Ownership: NHO
    • Type of Rent: NRP
    • Sharer Status: LWP
  • End Payee/Debtor details on ABSTUDY Payee/Debtor Details (EYPY) screen. Use the last day of the current term entitlement period
  • Finalise action on the AR screen
  • Record details on a DOC on the student's record. Include the action taken from advice provided by the school/boarding institution
  • Procedure ends here

Outbound reminder calls

Table 4

Expand table

Step

Action

1

Payment on Advice (PoA) outbound call strategy

Schools and boarding

Institutions have until the third Friday of the school term to provide PoA details. If not provided, ABSTUDY boarding instalment entitlements will be suspended, pending first day of attendance for each student.

Staff may be instructed to commence an outbound call strategy to the school/boarding institution before the suspension date.

Is there an instruction to commence an outbound call strategy to the school/boarding institution?

2

Workload allocation

To commence outbound calls, access the PoA release dates on the Resources page, to confirm the:

  • PoA release date
  • suspension date

The Third Party Information Summary - Organisations (TPISO) screen in Customer First gives access to a list of the school/boarding institutions in each State/Territory that have not completed the PoA request.

Complete the following fields on the TPISO screen (leave fields not listed as blank):

  • If in a record, select Clear Customer
  • In Environment B, key 'TPISO' in the Nxt field
  • Application Type: One Time Access Code
  • Business Function: ABY Payment on Advice
  • Information Type will pre-populate with KEY load for POA OTAC
  • Open Extra Search Components dropdown
  • State: select relevant state/territory from allocation listing
  • Status: Store Forward and Unprocessed
  • Select Search
  • The school/boarding institution will display in the Description tab

Note: make sure the above process is completed for both Store Forward and Unprocessed status.

3

Viewing the Organisation contact

To view the Organisation and obtain the ORG CRN and contact details, in Customer First:

  • Next: Codes, to access the Reference Data Facility (CODES)
  • 'S'elect Education Institution Summary
  • Continue
  • Enter the following details:
    • State: State where the school is located
    • Name: School name
  • Select Search
  • 'S'elect the relevant key and the Education or boarding Institution Details will populate

4

Contacting the school/boarding institution

Make 2 genuine attempts to contact each school:

  • If contact is successful, authentication is required before any information is released. See Authenticating a Centrelink customer
  • After authentication is completed, use the following script as a guide:

Hi, my name is _____ and I'm calling from Services Australia in regard to ABSTUDY. This is just a courtesy call to remind you that we have recently issued you a request to log into Business Hub or the Education Institutions eService to confirm your ABSTUDY student's attendance details. This is due to be completed by close of business DD/MM. If this is not completed on time, their payments will be suspended and your ABSTUDY entitlement will be delayed.

  • Record details on a DOC on the ORG record. Use Fast Note - select Auto Text, use Students, ABSTUDY & Apprentices > Enquiry > POA outbound
  • If a school/boarding institution requires their OTAC to be reissued, refer to Table 1 > Step 7