Completing the Claim form for Austudy (SY002) 010-04010030

This form is only used to claim Austudy if the customer is unable to submit an online claim and Assisted Customer Claim (ACC) cannot be used.

The SY002 is not available for download on the Services Australia website. It can only be issued to a customer by a Service Officer.

Full-time students and Australian Apprentices who are claiming Austudy are required to claim online.

If a full-time student or Australian Apprentice customer contacts about an Austudy new claim transaction they must be referred to make their claim online unless:

• self-service channels are currently unavailable (confirmed by NNU), or
• a Service Officer determines the customer is unable or unsuitable to complete an online claim, or
• they indicate they are unable to claim as they are in a remote area

In these situations, Service Officers can use Assisted Customer Claim (ACC) to record the customer's details and register a new claim to be processed.

Customers currently receiving Austudy as a student are not required to lodge a new claim to receive Austudy as an Australian Apprentice. Services Australia will obtain the Australian Apprenticeship details from the Department of Employment and Workplace Relations.

If there is a gap between ceasing study and commencing the Australian Apprenticeship and the customer wishes to access income support during this gap, they must claim JobSeeker Payment as a job seeker.

Points to note when completing the claim:

• All relevant questions on the claim should be answered. Many questions only need a Yes or No tick and, depending on the answer, some questions may be skipped
• The claim must be signed by the customer. If the customer has a correspondence nominee, the correspondence nominee can sign the claim form on behalf of the customer
• Identity confirmation is required
• Proof of student status is not required for students unless there is doubt as to the enrolment status of the student (for example, a customer is not sure of the exact course details). See Proof of enrolment (POE) in a course of study for examples of acceptable evidence
• If a customer indicates they are a full-time Australian Apprentice, the Services Australia will obtain the Australian Apprenticeship details from the Department of Employment and Workplace Relations
• Other documentation may need to be provided, including proof of income. A checklist at the back of the claim indicates which documents are required. Other forms may need to be completed before the claim can be assessed. The claim indicates when these forms may be needed. Service Officers can issue forms
• Low Income Health Care Card (LIC) questions have been removed as Austudy customers are entitled to an automatically issued Health Care Card (HCC) from 1 January 2019

Service Officers must not make any notations, comments or underline claim forms signed by a customer and lodged with Services Australia. Any notations or explanations to questions should be made on a separate sheet of paper and attached to claim.

Customers using the SY002 form to claim Austudy can post their claim to Services Australia or lodge it online.

Note: for paper claims scanned onto the customer's record, the system will auto-create a Social Online Application (SOA) shell in Process Direct.