Completing Tertiary Access Payment (TAP) online reviews 010-21032517
This document outlines how to process and grant a TAP payment. It includes how to complete a TAP review and Manual Follow Ups (MFU).
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Processing a Tertiary Access Payment (TAP) online review for TAP processing skilled staff only
Processing a TAP Manual Follow up (MFU)
Customer contact
Table 1
Step |
Action |
1 |
Initial contact or activity If a:
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2 |
Customer contacts regarding TAP/CAN If a customer contacts about their TAP cancellation:
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3 |
Customer contact Customers are required to submit their TAP review online. Customers can access the TAP review via:
If the customer is experiencing issues with completing the review online:
If the customer:
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4 |
Customer contacts after completing review Where a customer contacts after completing a TAP online review. Check the review:
If unable to resolve a customer's TAP review enquiry, see Customer requires call back table in Tertiary Access Payment (TAP). Procedure ends here. |
5 |
Staff assisted review + Read more ... If the customer is unable to submit the review online Service Officers can complete the review verbally:
Service Officers must not apply this status update to any other type of activity. Once the TAP review is started, ask the customer if:
Record the answers to the above questions in Notes. If the customer indicates:
In all TAP reviews the customer must give proof of enrolment (POE), Acceptable POE documents must identify:
For:
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Processing a Tertiary Access Payment (TAP) online review for TAP processing skilled staff only
Table 2
Step |
Action |
1 |
Customer completed TAP Review is allocated + Read more ...
Note: only ABSTUDY skilled Service Officers complete TAP reviews for ABSTUDY customers. Is the customer ABSTUDY current, recently cancelled or is there an ABSTUDY claim pending outcome?
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2 |
Service Officer not ABSTUDY skilled + Read more ... Where a TAP review for an ABSTUDY customer is allocated to a Service Officer who is not ABSTUDY skilled:
Workload Manager will allocate the review with the keyword ABYEED to dual ABSTUDY and TAP skilled Service Officer for assessment. Procedure ends here. |
3 |
Review lodgement + Read more ... If the customer:
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4 |
Document lodgement + Read more ... If the customer has not provided requested documents, and the review was submitted:
If the customer has not provided current and complete proof of enrolment (POE) documents that show:
Note: current parental income at the time of the first TAP assessment date is used to determine whether the student is eligible. If the Taxation Notice of Assessment (NOA) for the base tax year cannot be provided, other forms of evidence can be used as verification of parental income. |
5 |
Incomplete/insufficient documents lodged + Read more ... If the customer has provided incomplete/insufficient documents, attempt to make one genuine contact to the customer to verbally request the required documents. Was contact successful?
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6 |
Pre-assessment checks + Read more ... Complete the pre-assessment checks. Use the icons on the Circumstance Data screen including:
To determine if the customer has relocated to be closer to their place of study, check the:
Update the customer address if it has changed. Does the customer have a current term, temporary or a new home address that differs from the family home address recorded on the RLD screen?
Are more documents needed to make an assessment?
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7 |
Requesting Documents + Read more ... Make one genuine attempt to contact the customer. If unsuccessful, send a request for information. To ask for more documents select the More Choices menu then select > Request Documents, and complete the following:
When issuing RFIs for TAP, the Authority To Request field will default to 'Social Security (Admin) Act 1999', change this to 'Tertiary Access Payment Guidelines for VET and NUHEP Applicants'. Note: the letter will show the correct policy reference 'Tertiary Access Payment Guidelines' Procedure ends here until the:
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8 |
Assess and code the review + Read more ... Assess and code the TAP review:
If provisional data has uploaded from the online review, the relevant Task Selectors will automatically show a flag. For:
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9 |
Regional Location Details (RLD) screen + Read more ... If the customer's family home address has changed since granting the TAP claim to pending (PND) status but before their course start date, add the new address on the RLD screen:
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10 |
Customer Study Details (EDC) screen + Read more ... A customer may be eligible for TAP if they meet all the eligibility criteria and they:
Has the customer said they have a change in course or study load?
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11 |
Eligibility when student changes course or ceases studies + Read more ... Where a TAP CUR customer changes their course, the TPCD screen will continue to show the name of the course for the first TAP instalment. If the student changes from one TAP approved course to another TAP approved course:
Student stops or defer studies When the course end date is after first assessment date, assess the TAP online review. Keep the current course dates coded. Document the reason for the decision. Go to Step 13 When the course end date is in the past, if EDC is:
If a customer does not complete the first and or second semester of studies, they may still be eligible if they:
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12 |
Customer advises new study details or change in study load + Read more ... The customer must be undertaking an approved course and full-time study load to remain eligible for TAP. Students not undertaking a full time study load may still be eligible for the TAP if they are:
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13 |
TAP Circumstance Details (TPCD) screen + Read more ... For TAP CUR customers, only update the Course approval and Course Verification 2 fields. For TAP PND customers, update the Course Verification field on the TPCD screen:
Record the first assessment date review outcome in the Course Verification 1 field. Record the second assessment date review outcome in the Course Verification 2 field. For updates to the TPCD screen Check the correct course name appears in the Course Name field. If there are changes to the customer's circumstances update the Course approval field: as appropriate. If assessing the first assessment date review, make sure the second assessment date remains pre-populated with P – Pending. |
14 |
Outcome of review or update to study details MFU + Read more ... If the customer:
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15 |
Restore payments + Read more ... Where the TAP has been cancelled – POE as a result of the second review, a new review is not required in order to restore the payment. If the customer has been cancelled for a restorable reason, restore the customer's record in PD customer summary:
Once updates have been made to the BA screen, check the 'Service Reason' is showing TAP. If not, change to TAP in the 'Service Reason' box. |
16 |
Eligible for TAP + Read more ... Assess and Finalise the review or restoration activity:
Procedure ends here. |
17 |
Not eligible for TAP + Read more ... The customer is not eligible for TAP. The payment should automatically reject or cancel when all necessary updates are coded on the relevant screens. If the system does not automatically cancel or reject, manually update the Benefit Action (BA) screen:
Manually reject or cancel the review using the most appropriate reason, if:
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Processing a TAP Manual Follow up (MFU)
Table 3
Step |
Action |
1 |
Access and code the MFU + Read more ... The system will create the MFU TAP reviews -TAP Study update, if a change to the Customer Study Details (EDC) screen is made on a student's record with a status of TAP/CUR, or TAP/PND:
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2 |
Customer Study Details (EDC) and TAP Circumstance Details (TPCD) + Read more ... Check the latest update on the EDC screen. It should be the latest course details provided by the student. Is the latest course entry on the TPCD screen the same as the latest entry on EDC?
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3 |
TPCD - Course Name + Read more ... Update the TPCD screen:
Where a TAP CUR customer changes their course, TPCD will continue to show the name of the course for the first TAP instalment. |
4 |
Course Verification + Read more ... Where the customer has changed their course of study, or study dates and the verification date is in the past, the system will not automatically issue a TAP review. If the changed Course Verification dates are:
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5 |
Finalise MFU + Read more ...
If there were no circumstances changed in the activity, change the status of the MFU to cancelled. If the customer is on another student payment and corrective action is needed, see:
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