ABSTUDY cancellations, suspensions and restorations 010-02130000

Before cancelling a customer's ABSTUDY payment, take care to confirm the customer no longer meets the qualification and/or payability provisions for ABSTUDY. If the decision is to cancel, an advice must be sent to the customer with the cancellation reason and review and appeal rights.

See Cancellation of ABSTUDY payments.

Before suspending a customer's ABSTUDY payment, take care to confirm the customer is temporarily not eligible for payment.

A customer may not be qualified for payment temporarily, or for a specific period, as a result of changes in their circumstances. An investigation may be required by Services Australia into their eligibility for ABSTUDY. In such cases, their payment should be suspended.

See Suspension of ABSTUDY payments.

Restoration of suspended or cancelled ABSTUDY payments usually occurs when a customer's qualification for ABSTUDY has been re-established after a cancellation or suspension.

See Restoration of ABSTUDY payments.

When making an unfavourable decision, speak to the customer:

• explain the decision
• give them a chance to provide more information, and
• advise their review and appeal rights

Every customer's address (including postal address) and phone details (including mobile phone numbers) must be checked at every contact, and updated if required. Note: if the customer has authenticated themselves via IVR, address details do not need to be confirmed.