Tertiary Access Payment (TAP) 010-20111938

If the customer is enquiring about:

• a rejected claim where requested documentation was not provided, see Request to reassess a rejected claim
• a failed online cancellation of payment request, go to Table 2
• assistance in claiming the TAP, go to Step 2

If unable to resolve a customer’s TAP enquiry create a Callback or ACTDOC work item using a Fast Note:

• Use Customer First, select Workspace, then go to the Documents & Correspondence section
• Select Fast Note
• Select Auto Text, use Students, ABSTUDY & Apprentices > Enquiry > Tertiary Access Payment ACTDOC
• Select Confirm
• Complete the Text section in the template
• Select Continue

Note: do not use the Callback/ACTDOC Guided Procedure in Customer First as the activity will not allocate to a TAP skilled Service Officer.

Customers can lodge a claim for TAP by:

• starting an online claim
• telephone contact to the Student or Australian Apprentice Line, or
• in limited circumstances where a customer may be unable or unsuitable to lodge an online claim or self-service transactions are not appropriate, a SY104 Claim for Tertiary Access Payment can be submitted at a Service Centre

Can the customer submit their claim online?

• Yes, go to Step 4
• No, go to Step 3

Unless contact has been made by a third party who is not a correspondence nominee or where system access is unavailable, use an Assisted Customer Claim (ACC) to answer the questions in a claim directly with the customer at initial contact.

Nominees do not have access to submit online claims. Therefore, correspondence nominees offer them an ACC when they want to apply for the TAP on behalf of their principal. If they decline ACC, issue a paper claim form.

Is the customer available to complete an ACC?

• Yes, complete the claim for TAP using the Assisted Customer Claim (ACC) app
• No, only where all other options have been exhausted can a paper Claim for the Tertiary Access Payment (SY104) be issued, go to Step 4

Advise the customer of the claim requirements, including:

• when to submit the claim to ensure entitlements are assessed in the appropriate calendar year
• requirement to provide verification or supplementary documents within the 28 days
• Identification, see Confirming a customer's Identity
• payments will not commence until after the relevant TAP assessment dates

A work item is created when a customer uses the Cancel my current payment online service and the request is not finalised automatically.

Manually code the cancellation:

• Go to the System field and ensure the System is set to ISS
• In the Next field, type SVTAP and select Enter. This goes to the TAP sub-system in ISS
• Go to the Benefit Actions (BA) screen:
• Service Reason field: TAP – Tertiary Access Payment
• Action: CAN - CANCEL
• Reason field, select the drop down option CLR – WITHDRAWN/VOLUNTARY SURRENDER
• Effect Date field, code the date the customer requested the cancellation using the Cancel my current payment online service
• Source: WEB - Internet
• Receipt Date: The date the customer submitted the cancellation request online