Youth Allowance (YA) (job seekers, students and trainees) cancellations, suspensions and restorations 010-06110000

Before cancelling a customer's Youth Allowance (YA), care should be taken to establish that the customer no longer meets the qualification and/or payability provisions for YA as a job seeker, student or Australian Apprentice. If the decision to cancel is made, an advice must be sent to the customer with the cancellation reason and rights of review and appeal.

Generally, payments should only be suspended if:

• a determination has been made that the customer is not qualified, or the payment is not payable, temporarily or for a specific period, as a result of changes in their circumstances, or
• the customer has not complied with a reasonable request . For example, a request to provide information, attend an interview, or to take action (such as to obtain a foreign payment)

Before suspending a customer's YA, establish that:

• an appropriate request for information/action has been issued to the customer, including:
• information or action required
• a time frame for the customer to respond
• consequences of non-compliance
• reference to the relevant Act the request has been made under
• an appropriate time for a response has passed
• the customer is temporarily not eligible for payment
• there is a legislative basis to suspend the payment
• all appropriate action has been taken

On the customer record, add a:

• DOC advising the reason. For more information see:
• Online Document Recording (ODR) Resources page for Act References
• Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
• manual review using the appropriate Operational Blueprint process to follow up the suspension

Restoration of suspended or cancelled Youth Allowance (YA) occurs when a customer's qualification for YA as a job seeker, student or Australian Apprentice has been re-established after a cancellation or suspension.

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 telephone 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.