Processing an ABSTUDY claim 010-23061559

This document outlines the process for assessing a claim for ABSTUDY.

For ABSTUDY Smart Centre processing staff.

Accepting a claim

Table 1

Step	Action
1	Locate claim Claims are allocated through Workload Manager. See Work Optimiser for staff. Online claim/Assisted Customer Claim ACC ABSTUDY claims submitted online or by ACC will generate a Social Online Application (SOA) new claim work item on the student's record. It will have all the claim details provided by the student online or entered into ACC. Verbal claim ABSTUDY claims submitted verbally through the ABSTUDY claiming tool will generate a new claim activity on the student's record. The claim details provided by the applicant can be found in Document Tools. Schooling A claims will be on the parent/guardian's record Schooling B claims will be on the student's record ABSTUDY PES claims will be on the student's record See Orientation Visit travel for non-current ABSTUDY customers for students claiming Fares Allowance for Orientation Visit travel, who meet one of the following: not ABSTUDY current and visiting multiple schools for orientation currently in Year 5 or lower, or claiming a reimbursement for an orientation activity with a status of ABY/ASS Paper claim ABSTUDY paper claims scanned to the student's record will generate a new claim activity on the student's record. For: ABSTUDY Incidentals/Tertiary/Masters/Apprentice claim, create a SOA shell in Process Direct to assess the claim. See Indexing, re-indexing, and cancelling claim activities all other ABSTUDY claim types, the claim details will be in paper form and found in Document Tools
2	Preliminary checking Before processing the claim, check if: the customer is eligible for one of the ABSTUDY Awards it is needed or must be processed, see Claiming ABSTUDY If the claim is needed or must be processed, check if it is complete and the applicant has lodged all additional supporting documents by reviewing: the Progress of ABSTUDY Claim Fast Note for any additional information or documents requested other documents needed for the claim, See Tables 8 and 9 of Claiming ABSTUDY whether the customer meets the ABSTUDY definition of Australian Aboriginal or Torres Strait Islander If the claim is: assessed in Process Direct, go to Step 3 for a student who will be boarding privately, go to Step 4 neither of the above, and: incomplete, and/or all additional supporting documents have not been provided, go to Step 5 complete and all additional supporting documents have been provided, go to Step 6
3	Claims assessed in Process Direct When assessing a claim in Process Direct, select: to view the Claim Summary that has information provided by the customer Tasks to view the documents requested online or by ACC Notes to view the DOCs and comments recorded in Process Direct Documents or the links at the bottom of the expanded Claim Summary to view the documents provided by the customer (uploaded online or scanned to their record) Benefit History to view Benefit Status to view the Relations menu See Process Direct navigation, common screens and functions for further guidance. If the claim is: incomplete, and/or all additional supporting documents have not been provided, go to Step 5 complete, and all additional supporting documents have been provided, go to Step 6
4	Private boarder document requirements Applicants must return a signed ABSTUDY request for private board provider details form (SY115) before their claim will be assessed. If the applicant has returned the SY115 and there will be: fewer than 5 students residing on the premises or unknown, continue the claim as a private boarding student 5 or more students residing on the premises, it is classed as a hostel for ABSTUDY purposes. The private board provider will need to sign into an ABSTUDY Hostel Standards Agreement to continue to receive some ABSTUDY entitlements. See ABSTUDY Hostel Agreements to start the agreement process. Continue the claim as a student claiming ABSTUDY to board at a hostel which is not a signatory to an ABSTUDY Hostels Agreement Has the SY115 and all other needed information been provided? Yes, go to Step 6 No, go to Step 5
5	Claim incomplete and/or supporting documents not provided If the information can be provided verbally (such as a verbal MOD JY), make 2 genuine attempts to contact the applicant by phone to get the information needed. For students claiming Tertiary or Masters and Doctorate Awards, or as an Australian Apprentice, do not reject the claim for failing to provide parental income information. Payment of non-means tested allowances/benefits can still occur for the relevant award. Process the claim, go to Step 6 If the information cannot be provided verbally or contact is unsuccessful, and the claim is: 17 days or younger, place the claim on hold until day 21. Send a request for information. Procedure ends here 18 days or older, reject the ABSTUDY claim. Go to Step 18
6	Has the most beneficial claim been lodged? Students may claim for an ABSTUDY Award when another may be more beneficial or appropriate. Did the customer lodge the most beneficial claim for ABSTUDY? Yes, and they lodged a claim via: the ABSTUDY Claiming Tool, go to Step 9 all other claims, go to Step 10 No, go to Step 7
7	Another ABSTUDY payment is more beneficial Contact the customer and tell them another ABSTUDY payment may be more beneficial. Make at least 2 genuine attempts to contact. Has the contact been successful? Yes, and the customer wants to: claim the more beneficial ABSTUDY payment, go to Step 8 continue with the claim they lodged through: - the ABSTUDY Claiming Tool, go to Step 9 - all other claims, go to Step 10 No: Issue the relevant paper claim form for the most beneficial ABSTUDY payment if needed Continue processing the allocated claim. Note: if contact was unsuccessful for a student applying for ABSTUDY Living Allowance who is deemed eligible for ABSTUDY PES or the Part-time Award, process the claim as an Incidentals only claim following the Incidentals Table For claims lodged through: - the ABSTUDY Claiming Tool, go to Step 9 - all other claims, go to Step 10
8	Claiming more beneficial payment If additional information is needed, ask the customer for it during the call. Did the customer provide all needed information for the new claim? Yes, for: ABSTUDY Pensioner Education Supplement (PES) claims, manually reject the inappropriate claim using reason COP - Another payment is more appropriate. Then see, Assessing ABSTUDY Pensioner Education Supplement (PES) claims claims lodged through the ABSTUDY Claiming Tool, go to Step 9 all other claims, do not cancel or reject the inappropriate claim. Process the claim based on the ABSTUDY Award the customer is eligible for. Go to Step 10 No: Send a Request for Information (RFI) letter Place the claim on hold Procedure ends here
9	ABSTUDY Claiming Tool Applicants who complete a claim through the ABSTUDY Claiming Tool must: accept a verbal declaration, or return a signed Customer Declaration Form (CDF) The accepted verbal declaration is recorded on the: Verbal Declaration DOC, and Progress of ABSTUDY claim DOC If the Verbal Declaration DOC: is recorded, go to Step 10 is not recorded, the applicant must sign and return the CDF, go to Step 11 records an inappropriate applicant has accepted the verbal declaration, reject the claim. Go to Step 18
10	Checking the new claim (NCL) activity Go to the Activity List (AL) screen and confirm the correct claim is indexed on the student's or Australian Apprentice's record. Note: students under 16 years of age and studying secondary non-school level studies, should be claiming ABSTUDY Schooling B. If an incorrect claim has been indexed, cancel the activity and index the correct claim activity. Select the appropriate option below. Process Direct claims For ABSTUDY Tertiary, Masters and Doctorate and Part-time Awards, check if a claim has been created in Process Direct. If a claim has not been automatically created, create a blank Social Online Application (SOA) shell in Process Direct. Benefit Type: select as appropriate, for example ABSTUDY - Tertiary Living Allowance Customer CRN Date of Receipt See Process Direct navigation, common screens and functions. Go to Step 13. ABSTUDY NCL activity is indexed Check the Source is correct: Select the started ABSTUDY NCL activity The Source must be 'SCT', 'SY018', 'SY019', 'SY022' or 'SY092'. If another Source is coded: cancel the NCL activity re-index the claim using the correct source Check the keywords are correct: Go to the AL screen Select the ABSTUDY NCL activity From the Selection Options screen, select Keywords Check the appropriate claim type keyword has been added: 'ABYNCL' - ABSTUDY Living Allowance 'ABTNCL' - ABSTUDY Schooling A 'BOARDER' - ABSTUDY Secondary Boarding 'EPANCL' - ABSTUDY Pensioner Education Supplement Check the appropriate Verbal Declaration keyword has been added: 'VERBNIL' - if the applicant accepted a verbal declaration and did not need to provide any supporting documents 'VERBDOC' - if the applicant accepted a verbal declaration and needed to provide supporting documents 'VERBNO' - if the applicant did not accept a verbal declaration If the Source and Claim Type and Verbal Declaration keywords are correct, go to Step 11. If the correct Claim Type and Verbal Declaration keywords are missing: Go to the AL screen Select the ABSTUDY NCL activity From the Selection Options screen, select (O). Transfer the activity to another site/region Add the appropriate Claim Type keyword: 'ABYNCL' - ABSTUDY Living Allowance 'ABTNCL' - ABSTUDY Schooling A 'BOARDER' - ABSTUDY Secondary Boarding 'EPANCL' - ABSTUDY Pensioner Education Supplement Add the appropriate Verbal Declaration keyword: 'VERBNIL' - if the applicant accepted a verbal declaration and did not need to provide any supporting documents 'VERBDOC' - if the applicant accepted a verbal declaration and needed to provide supporting documents 'VERBNO' - if the applicant did not accept a verbal declaration Go to Step 11. ABSTUDY NCL activity is not indexed Index a NCL activity Key the Source as 'SCT', 'SY018', 'SY019', 'SY022' or 'SY092' Go to the AL screen Select the ABSTUDY NCL activity From the Selection Options screen, select (O). Transfer the activity to 'ABS' Add the appropriate Claim Type keyword: 'ABYNCL' - ABSTUDY Living Allowance 'ABTNCL' - ABSTUDY Schooling A 'BOARDER' - ABSTUDY Secondary Boarding 'EPANCL' - ABSTUDY Pensioner Education Supplement Add the appropriate Verbal Declaration keyword: 'VERBNIL' - if the applicant accepted a verbal declaration and did not need to provide any supporting documents 'VERBDOC' - if the applicant accepted a verbal declaration and needed to provide supporting documents 'VERBNO' - if the applicant did not accept a verbal declaration Go to Step 11.
11	Verbal declaration, CDF or claim form Has the applicant accepted the verbal declaration, returned a signed CDF or completed an ABSTUDY paper claim form? Yes, where a CDF has been returned, review the form and update any changes. Go to Step 13 No, go to Step 12
12	Verbal declaration not accepted, CDF or claim form not provided If the customer did not provide a signed CDF or paper claim form, and a verbal declaration has not been accepted, make 2 genuine attempts to contact the customer to obtain the verbal declaration. If contact is successful and verbal declaration has been provided and documented, go to Step 13 If contact is unsuccessful and the claim is: 18 days or older, go to Step 18 17 days or younger, place the claim on hold until day 18. Procedure ends here
13	Future Away from Base pre-assessment checks Due to system limitations students need to initially be granted ABSTUDY Incidentals only, where they: are transferring to ABSTUDY from another benefit, and need travel and/or meals/accommodation to be booked in advance of their course start date This can occur where the student: is claiming ABSTUDY Living Allowance will be attending an Away from Base activity within the next 6 weeks as confirmed by received correspondence, and is currently getting another benefit Does the student meet all of the above? Yes, see Incidentals Table No, go to Step 14
14	Check previous payments Does any payment have the benefit status show as CNP, or are there any outstanding employment income reports? Yes, for students claiming: Incidentals only or Testing and Assessment, go to Step 16 any other payment, go to Step 15 No, go to Step 16
15	Cancelling previous payments If the status of the previous payment is CNP (cancel next payment), or there are outstanding employment reports, Service Officers must cancel the payment. This activity must be completed outside of the NCL activity: In Process Direct or Customer First: go to the Payment Summary (PS) screen in the Number of months in past: field key '999' select Execute/Enter note the DPT+1 go to the Benefit Action (BA) screen code the cancellation. Use reason OTH from DPT+1 inhibit the letter on the Actions (ASC) screen before finalising the activity record cancellation details. Use Fast Note - select Auto text, use Generic > SUS/CAN/RES > Suspend Cancel Reason For further coding advice, for: job seekers, see Coding a cancellation students or apprentices, see Cancellation of Austudy or Youth Allowance (YA) students and Australian Apprentices The benefit status should now be CAN. Go to Step 16.
16	ABSTUDY Award eligibility Is the customer eligible for an ABSTUDY Award? Yes, and the customer is an Australian Apprentice, go to Step 17 Yes, and the customer is a student and claiming: Schooling A, see Schooling A Table Schooling B and at Home, see Schooling B - At Home Table Schooling B as a Boarder, see Schooling B - Boarder Table Tertiary or Masters study for Living Allowance, see Tertiary/Masters/Apprentice Table Incidentals only as a student, see Incidentals Table Testing and Assessment, see Testing and Assessment Table Lawful custody, see Lawful custody Table No, go to Step 18
17	Australian Apprentice Australian apprentices must have a current Commonwealth registration number. Before assessing the claim, Services Australia will obtain the Australian Apprenticeship details from the Department of Employment and Workplace Relations. If the customer's Australian Apprenticeship details are not yet current: Record the details in the Progress of ABSTUDY Claim DOC Contact the customer and tell them payments cannot occur until confirmation of their Australian Apprenticeship status is received Place the claim on hold for 14 days While waiting for confirmation, claims can be re-held for up to 13 weeks. After 13 weeks, reject the claim NAT (Not an Apprentice). See Rejecting an ABSTUDY claim. Does the Australian Apprentice have a current Commonwealth registration number? Yes, go to Step 20 No, and the Apprentice claim has been held for: under 13 weeks, place the claim on hold for 14 days. Procedure ends here 13 weeks or more, go to Step 18
18	Not eligible for ABSTUDY The ABSTUDY claim may reject automatically (following the updating of information on the customer's record, for example, student attending primary school) or may need to be rejected manually. Note: use discretion when to apply either a streamline, manual or automatic rejection. An automatic rejection is the preferred option. See Codes for ABSTUDY cancellation, suspension and rejection for a list of automatic and manual rejection codes. To reject the claim: manually, see Rejecting an ABSTUDY claim automatically, go to Step 19
19	Automatic rejection If the student is current on ABSTUDY Schooling A and the rejected claim is incorrectly affecting the students ABSTUDY Schooling A entitlement, see the Resources page for a workaround. If the claim is in: Process Direct Select the Process button Update the screens with the details provided in the ABSTUDY claim After updating the screens, select the Assess button to assess and finalise the claim Contact the applicant and explain the reason for the decision. See Advising verbally of an unfavourable decision Record details on a DOC Procedure ends here Customer First Go to the Activity List (AL) screen Select the started ABSTUDY NCL activity Go to the ABSTUDY Task Selector (EYTS) screen Update the appropriate screens using the details provided in the ABSTUDY claim After updating the screens, go to the Assessment Results (AR) screen Finalise the activity Contact the applicant and explain the reason for the decision. See Advising verbally of an unfavourable decision Record details on a DOC - Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY Granted/Rejected > Confirm Expire the 'Progress of ABSTUDY claim' Display on Access DOC Procedure ends here
20	Australian Apprentice start date Due to system limitations, an Apprentice claim Date of Receipt (DOR) may need to be changed to align with the calculated start date. To determine correct start date, see Start and closing date for ABSTUDY claims. Does the claim DOR align with the calculated start date? Yes, when assessing: Living Allowance and Incidentals, see Tertiary/Masters/Apprentice Table Incidentals only, Incidentals Table No, go to Step 21
21	Date of Receipt (DOR) To update the DOR: Select Update DOR in More Options menu Key the calculated start date and select Continue For: Living Allowance and Incidentals, see Tertiary/Masters/Apprentice Table Incidentals only, Incidentals Table

For information on how to complete the required action, select the option from the dropdown box below.

Schooling A

Table 2

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Step	Action
1	Start claim activity Confirm the student ABSTUDY start date, see Start and closing date for ABSTUDY claims. Once start date is confirmed: Go to Activity List (AL) screen Select the new claim activity Go to the Customer Details Task Selector (CDTS) screen Select and update the screens using the details provided in the claim. Selected screens include: Address (AD) Accommodation (AC) Telephone details (TDS) Tax File Number Details (TFN) Payment Destination Details (PASB) Residence Requirement (RSLEG) Proof of Identity (POI) Other Contact Details (OCD) Office codes (OC) Links Summary (LS) Select Next to progress through the claim
2	Address details (AD) The Address History (ADH) screen for the student must reflect the applicant's ADH screen from the date of grant. No update is needed if the address is already correct from or before the date of grant. Check the student’s postal (POS) address matches the applicant's. If updates are needed, see Updating address details.
3	Accommodation details (AC) On the AC screens the event date must align with the first day of entitlement in the grant period. When there are multiple events updated on ADH screen, only one AC screen event date can be input which must align with the date of grant. Note: if the AC screen is already coded with the following details from an earlier event date, do not code any further details. If not, code the AC screen as follows: Address Type - HOM Event Date - must align with the first date of entitlement in the grant period Home Ownership - Non homeowner (NHO) Type of Rent - No rent paid (NRP) Sharer Status - Lives with Parents (LWP)
4	Tax File Number (TFN) A Tax File Number (TFN) is not needed for a student under 16 years. Key: the TFN for the student if available, or the exemption reason 'U16' - under 16 years of age Note: where a claim is lodged before the closing date but after the student has turned 16, a workaround exists to allow the U16 TFN exemption to be entered. If the student has no TFN: change the Date of Receipt (DOR) to 1/1 in the year the assistance is being claimed for do not use the actual DOR the claim was lodged to allow the U16 exemption to be coded
5	Payment Destination details (PAS) Update the details on the Payment Destination Details (PA) screen. This is the payment details for the applicant, not the student.
6	Proof of Identity (POI) Continue through this screen. It is not needed: while the student is under 16 years for the applicant
7	Link Summary (LS) All Schooling A claims must have an STA link to the applicant. Check for any existing or started (STA) links on the Links Summary (LS) screen. To allow an STA link to be created, the student and the applicant must be in the same environment. For details, see Inter-environment change of address (ICoA) transfer of a customer record. Select the appropriate option below. Current STA link linking the student to the applicant No further action is needed on the LS screen. Go to Step 8. Current incorrect STA link already exists This will need to be end dated on the date before the new link starting on the LS screen by: selecting the incorrect STA link End date - date before the new link start date Reason - NLC Select Continue Return to LS screen to link correct applicant Go to Step 8. Incomplete STA link exists Select it by entering 'S' in the box next to the link. Go to Step 8. No STA link exists Enter 'Y' in the box next to the add new link to create a new one. Selecting an incomplete link or starting a new link will direct the user to the Other Customer Links (OCL) screen. On this screen, key the following: Link Type - STA From SVC RSN - ABT To - ABA Start Date - the earliest date of: ABSTUDY start date Date of Receipt refer to Start and closing date for ABSTUDY claims Once the OCL screen is coded and the applicant is selected from the Link Person (LP) screen, the user will be redirected to the applicant's record to complete the STA link activity. Go to Step 8.
8	Processing requirements in applicant's record In the applicant's record, staff must: check the applicants Tax File Number (TFN) details and Office Code (OC) are correct, and make applicable updates Go to the Assessment Results (AR) screen to finalise the activity; then key 'FL' in Nxt and press [Enter] to flip back to the student's record.
9	Education details (EDC) To continue the claim: Go to the Activity List (AL) screen Select the started new claim activity The screen flow will go to the ABSTUDY Task Selector (EYTS) screen Continue through this until the Education Course Details (EDC) screen presents To update this screen, see Coding ABSTUDY education details Note: when processing a claim after 1 October for the current year, code the EDC screen with the current and future year education details at the same time (For example, Year 8, 2023 and Year 9, 2024).
10	Family Pool (NPPS) On the PIT Parent Selection (NPPS) screen, check the parents are linked on the student's record. Start date is the earliest date of: ABSTUDY start date Date of Receipt The Relationship Summary (NRS) screen displays a summary of the family's details: Check the details of the siblings to see if the children are contributing to the family pool on the following screens: Family Pool Summary (NSFP), and Dependent Youth Rate Summary (!DYRSUMM) If a child aged 16-19 years should be in the family pool, but it is not displaying, update study details using the Child Education Details workflow. See Determining a dependent child for inclusion in the family pool for the Parental Income Test (PIT) update the sibling links if necessary
11	Household Income and Assets (NHI) Check the appropriate Parental Income Test (PIT) exemption reason is displayed in the PIT Exempt Rsn: field. Code the Date of effect (DOE) to align with the calculated claim grant date and the financial year ending as the base year. If the details do not match: Code a PITRSH activity on the applicant and/or student record outside of the new claim Key 'PITRSH' in the Next: field in the applicant record Select and finalise the activity generated by the system PIT data will be refreshed between the applicant and the student For information on coding/updating the parent record, see Manual PIT exemption will need to be coded on the system.
12	Supplementary Education Payments Does the applicant want ABSTUDY School Fees Allowance (SFA) paid to the school? Yes, see ABSTUDY School Fees Allowance (SFA) at home rate. Once coded, go to Step 13 No, and: receipts have been provided. See ABSTUDY School Fees Allowance (SFA) at home rate. Once coded, go to Step 13 no receipts have been provided. Do not code the Supplementary Education Payments (EPSP) screen, go to Step 13
13	Finalise the claim Go to the Assessment Results (AR) screen and finalise the activity: Record details of the claim on a DOC Use Fast Note - Select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABSTUDY Schooling A - Granted/Rejected > Confirm Close the Display on Access new claim progress DOC If: permission to enquire (PPE) was given on the ACT processing copy or claim form, make sure this is recorded the claim was rejected ANQ (Applicant not qualified), send the ABSTUDY Schooling A – Rejection Applicant Not Qualified Q888 letter. See Creating a Q999 or Q888 letter Was the claim granted and finalised on or after the School Term Allowance SAS extraction date in a particular term? Yes, go to Step 14 No, go to Step 15
14	School Term Allowance attendance request When the claim is finalised on or after the School Term Allowance SAS extraction date in a particular term, the student will not be included on the student list provided to the school at the end of that term or any previous terms in that year. The ABSTUDY Smart Centre must contact the school and seek attendance details for each school term completed before the date of finalising the claim. See Resources in Processing ABSTUDY School Term Allowance payments to issue a manual attendance request. Once the manual attendance request is issued, go to Step 15.
15	Check the Future Activity List (FAL) screen for future review activity Where a PITRSH activity was needed, that coded HCA (Health Care Card Auto) on the Household Income and Assets (NHI) screen: After finalising the claim, check the FAL screen to ensure an auto review is present. The auto review should be maturing on the day before the Health Care Card Auto exemption is due to cease If no auto review is present on the FAL screen, in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABA Review Reason: REV (Manual Review) Due Date: day before the Health Care Card auto exemption is due to cease Source: INT Date of Receipt: today's date Notes: 'Check eligibility for PIT Exemption based on the parent(s)/guardian(s) being in receipt of HCC. See OB 010-02050020.' Keywords: ABYACT and #NSSBRU Workgroup: leave blank Position: leave blank Transfer to Region: ABS The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action Procedure ends here.

Schooling B - At Home

Table 3

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Step	Action
1	Code the customer details Confirm the student ABSTUDY start date, see Start and closing date for ABSTUDY claims. Once start date is confirmed, in Customer First: Go to the Activity List (AL) screen Select the started new claim activity Go to the Customer Details Task Selector (CDTS) screen Select and update the screens using the details provided in the claim: Address (AD) Accommodation (AC) Relationship status (MS) Telephone details (TDS) Tax File Number Details (TFN) Payment Destination Details (PASB) Residence Requirement (RSLEG) Proof of Identity (POI) Other Contact Details (OCD) Office codes (OC) Select Next to progress through the claim
2	Address details (AD) Ensure the Address Details (AD) are current. The student's address details must include: their actual home (HOM) address (this must match the applicant's) term (TER) address at the study location, if the student lives away from home but will not get Away from Home entitlements a postal (POS) address (if this is not the same as the HOM address, or if the student wants to get mail at their term address) If updates are needed, see Updating address details.
3	Accommodation details (AC) For the steps to code the AC screen, see Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA).
4	Tax File Number Details (TFN) A Tax File Number (TFN) is not needed for a student under 16 years. If the customer: has a TFN, key the TFN in the TFN: field meets a TFN exemption, key the exemption reason in the Exemption Reason: field is 16 years of age or older and does not meet either of the above, leave the TFN: field blank. The claim will Auto Reject See Tax File Number (TFN) for ABSTUDY.
5	Identity confirmation (POI) ABSTUDY customers are subject to identity confirmation. Some customers may satisfy identity confirmation requirements without having to produce identity confirmation documents. See Additional procedures exclusive to ABSTUDY apply in some circumstances.
6	Payment Destination Details (PAS) If the customer is: under 18 years of age, check if the payment can be made to the customer. See Payments for students under 18 years paid to student, parent or third party aged 18 years or more, payments will be made to the customer See Changing payment destination. for coding assistance. If the customer does not have a bank account, see Payment destination to determine if a direct credit exemption applies.
7	Education Course Details (EDC) When the screens selected from the Customer Details Task Selector (CDTS) screen have been updated, the screen flow will go to the ABSTUDY Task Selector (EYTS) screen. Continue through this until the Education Course Details (EDC) screen presents. See Coding ABSTUDY education details for further information. Note: the EDC screen must be updated with the current and future year education details at the same time (for example, Year 8, 2023 and Year 9, 2024), where the claim is being: coded for the current year, and processed from 1 October onwards, due to End of Year (EOY) processing
8	Education Payments Start Date (EPDC) The start date of ABSTUDY is automatically calculated by the system and displays in the Calculated Start Date: field. If this date is incorrect, it must be manually adjusted. To update the Calculated Start Date, code: Actual Term Start Date: first day of the school term the student commenced study at the education institution Manual Start Date: use the start date advised in Start and closing date for ABSTUDY claims Reason for Changing Dates: Enter the reason for the manual start date Select Continue or press [Enter] Is the customer claiming Independence, State Care or UTLAH? Yes, go to Step 9 No, go to Step 10
9	Independent/Homeless/Away from Home Details (NIH) When a student is claiming independence or UTLAH, see below for assessment and coding: Independence for ABSTUDY customers ABSTUDY unreasonable to live at home (UTLAH) ABSTUDY customer in State Care For assessment and coding for a student under 16 years of age, living at home and studying a secondary non-school level course, see ABSTUDY Living Allowance. Has the customer been approved for independence, State Care or UTLAH? Yes, go to Step 12 No, go to Step 10
10	Family Pool (NPPS) Go to the PIT Parent Selection (NPPS) screen. Check: parents are linked on the customer's record, and parent(s)/guardian(s) Customer Reference Number(s) (CRNs) and Tax File Number(s) (TFNs) are recorded Start date is the earliest date of: ABSTUDY start date the date the parent/guardian became an appropriate parent for the purposes of PIT The Relationship Summary (NRS) screen displays a summary of the family's details. Go to the Dependent Youth Rate Summary (!DYRSUMM) screen Check the details of the siblings and update the sibling links if necessary
11	Household Income and Assets (NHI) Check the Household Income and Assets (NHI) screen to ensure the parent(s)/guardian(s) details are correctly recorded. For help with coding, including when an estimate is provided, see Assessing and coding parental income for ABSTUDY, Assistance for Isolated Children (AIC) and Youth Allowance (YA). Go to Step 12.
12	Payee/Debtor (EYPY) Code the appropriate CRN on the Payee/Debtor (EYPY) screen. To determine the appropriate payee/debtor, see ABSTUDY payments and rates. Note: the payee/debtor will be the student, or parent/guardian. Do not add payment nominee's details to this screen. On the EYPY screen, complete the following fields: Start Date: key the ABSTUDY start date Payee CRN: key the determined payee's CRN Has the customer advised that they or their partner are employed? Yes, go to Step 13 No, go to Step 14
13	Reporting requirements (RPRD) To place the customer onto reporting within the claim, Service Officers must code the Reporting Regime (RPRD) screen. See Reporting screens for coding assistance. Before finalising a claim for an ABSTUDY customer who has advised they have variable employment income, contact them to confirm the income they were paid for each fortnight since the date of commencement of ABSTUDY. See Recording and correcting employment income details. If the customer cannot be contacted, DOC the contact attempt within the new claim grant DOC. Go to Step 14.
14	Finalise claim Go to the Assessment Results (AR) Check and finalise the activity Record details of the claim on a DOC: Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY SEC Granted/Rejected > Confirm Expire the 'Progress of ABSTUDY claim' Display on Access DOC If permission to enquire (PPE) was given on the ACT processing copy or claim form, ensure this is recorded Complete any scanned documents actioned as a part of the claim If the customer has advised they have a dependent child under 19 years of age in their care, and they or their partner are not in receipt of Family Tax Benefit (that is, FTB/CUR or FTB/CZR), see Eligibility for Family Tax Benefit (FTB) for individuals. Issue a Q888 Invite recipient to claim Family Tax Benefit letter. See Creating a Q999 or Q888 letter Is the student under the age of 18 and not the ABSTUDY payee? Yes, go to Step 15 No, procedure ends here
15	Coding a manual review (RVR) In Customer First, got the Future Activity List (FAL) screen. Check if there is an activity to review the student’s bank details for 28 days prior to their 18th birthday. If an activity exists, procedure ends here. If no activity exists, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABY Review Reason: REV (Manual Review) Due Date: 28 days prior to the student’s 18th birthday Source: INT Date of Receipt: today's date Notes: ‘Request for the student’s bank details are required, return to OB 010-09010000 Process > Table 2 > Step 7 to action MFU’ Keywords: ABYSTU Workgroup: leave blank Position: leave blank Transfer to Region: ABS The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. Procedure ends here.

Schooling B - Boarder

Table 4

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Step	Action
1	ABSTUDY start date Confirm the student ABSTUDY start date, see Start and closing date for ABSTUDY claims. For students boarding at a school or a hostel that is a signatory to an ABSTUDY Hostel Agreement, obtain the board and tuition charges from the ABSTUDY Board and Tuition details DOA DOC on the organisation's record. If the charges were: available or the student is boarding privately, go to Step 2 not available: make 2 genuine attempts to contact the organisation to obtain the details, or where available, obtain the charges from the organisation website Were the charges able to be obtained? Yes: Create a Display on Access (DOA) DOC on the organisation’s record using the annual board and tuition information provided. Use Fast Note - select Auto text, use Student, ABSTUDY and Apprentices > Enquiry > ABSTUDY Board and Tuition details Go to Step 2 No: Email the request for boarding and scholarship information to the organisation from the ABSTUDY Secondary team mailbox using the Request for boarding, tuition and scholarship information email template Send a Request for Information letter requesting the board and tuition charges Annotate the Progress of Claim DOC of action taken and information requested Place claim on hold for 21 days awaiting the board and tuition charges. Note: If no information is supplied after 21 days, the ABSTUDY claim can be rejected 'FSD' Procedure ends here
2	Customer details Go to the Activity List (AL) screen and select the started new claim activity Go to the Customer Details Task Selector (CDTS) screen. Select and update the screens using the details provided in the claim: Address (AD) Accommodation (AC) Relationship status (MS) Telephone details (TDS) Tax File Number Details (TFN) Payment Destination Details (PASB) Residence Requirement (RSLEG) Proof of Identity (POI) Other Contact Details (OCD) Office codes (OC) Select Next to progress through the claim
3	Address details (AD) A secondary school student is entitled to the following Away from Home rate allowances, including across vacation periods. Entitlement continues even when the student returns to the permanent home for the holidays: Living Allowance Rent Assistance (RA) and Remote Area Allowance (RAA) Code the AD screen to match the eligibility period for Away from Home rate. This ensures qualification for RAA matches the eligibility period for the Away from Home rate. For all students, record a HOM (home) address. No update is needed if the home address is already correct from or before the date of grant. If the student's home address is: not in a RAA specified area, record the TER (term) address of where the student is residing whilst studying in a RAA specified area, ensure the HOM (home) address details are correct. Do not record a TER (term) address as doing so will cause the student's RAA entitlement to incorrectly cease after 8 weeks Code a POS (postal) address: if this is not the same as the home address, or using the term address details, if the student wants to get mail at their term address Note: If the student's home address is in a RAA specified area, place a Display on Access DOC on the record with the term address. For: Orientation or Special Purpose travel or Boarding school/hostel student, go to Step 4 Private Boarding student, go to Step 5
4	Accommodation details for Orientation or Special Purpose travel or Boarding school/hostel student (AC) Code the AC screen. Select the option for each field, according to the type of boarding arrangement or claim type. If the instruction is not broken down by boarding arrangement or claim type, the detail included applies to all: Address Type: TER (term) if the student's home address is not in a RAA specified area HOM (home) if the student's home address is in a RAA specified area Event Date: first date of eligibility for Away from Home rate. If the student's first date of attendance is not yet known, enter the first date of the term entitlement period in which the Away from Home rate is being claimed Home Ownership: NHO (Non-Homeowner) Type of Rent: BOA (Board and Lodgings) Note: where a scholarship covers 100% of a student's boarding costs, key 'NRP' (No rent paid) Sharer Status: XSH (Exempt Sharer) Total Household Rent: leave blank Net Rent Amount: code the annual board charge of the school/hostel Code the actual net amount charged to the student by the school. For example, if a student receives a scholarship that covers all or most of the boarding fees, only code the amount charged after the scholarship has been deducted Leave blank if Type of Rent is NRP (No Rent Paid) If the annual board charge for the relevant academic year is not yet known, use the most recent charges listed on the provider record Freq: key 'ANN' (Annually) or leave blank if Type of Rent is NRP Rent Verification: EXB (Exempt - Customer in Boarding Style accommodation) Government Sub-tenant: NAP (Not applicable to customer) Go to Step 6.
5	Accommodation details for Private Boarding student (AC) Code the AC screen. Select the option for each field, according to the type of boarding arrangement or claim type. If the instruction is not broken down by boarding arrangement or claim type, the detail included applies to all: Address Type: TER (term) if the student's home address is not in a RAA specified area HOM (home) if the student's home address is in a RAA specified area Event Date: code the commencement date of the boarding arrangement Home Ownership: NHO (Non-Homeowner) Type of Rent: BOA (Board and Lodging) or LOD (Lodging Only) if the student is paying board and/or lodging NRP (No rent paid) if the student is not paying for board and/or lodging Sharer Status: XSH (Exempt Sharer) Total Household Rent: leave blank Net Rent Amount: enter the amount the customer pays for board and/or lodgings leave blank if the student is not paying board and/or lodging Freq: enter the frequency of payments, for example monthly leave blank if the student is not paying board and/or lodging Rent Verification: EXB (Exempt - customer in boarding style accommodation) Government Sub-tenant: NAP (Not applicable to customer) Note: for students boarding privately, code the AC screen from the date the student commences in the private board arrangement. For students under 16, this may result in the payment cancelling or rejecting 'Doesn't meet Age Requirements (AGD)'. To prevent this, see the Resources page for a workaround example.
6	Tax File Number Details (TFN) If the customer is: under 16 years of age, key U16 in the Exemption Reason: field 16 years of age and older: with a TFN, key the TFN in the TFN: field meeting a TFN exemption, key the exemption reason in the Exemption Reason: field 16 years of age or older and both of the following apply, leave the TFN: field blank, the claim will Auto Reject: does not have a TFN and is not eligible for an exemption See Tax File Number (TFN) for ABSTUDY.
7	Payment Destination Details (PAS) If the customer is a student: under 18 years of age, check whether payment can be made to the customer. For information on how to determine this, see Payments for students under 18 years paid to student, parent or a third party Note: in some cases a customer may have a payment and/or a correspondence nominee, see Nominees for arrangements relating to ABSTUDY customers aged 18 years or more, payments will be made to the customer See Update the payment destination.
8	Identity confirmation (POI) ABSTUDY customers are subject to identity confirmation. Some customers may satisfy identity confirmation requirements without having to produce identity confirmation documents. See Additional procedures exclusive to ABSTUDY apply in some circumstances.
9	Education Course Details (EDC) When the screens selected from the Customer Details Task Selector (CDTS) screen have been updated, the screen flow will go to the ABSTUDY Task Selector (EYTS) screen. Continue through this until the Education Course Details (EDC) screen presents. See Coding ABSTUDY education details. Return to this step after coding the education details. Where the Orientation or Special Purpose travel is for a student travelling to a hostel and school details are not yet known, update the EDC screen with the hostel Education provider code. Due to End of Year (EOY) processing requirements, staff must update the Education Course Details (EDC) and School Fees and Boarding Details (EYSB) screens with the current and future year details at the same time (for example, Year 8, 2023 and Year 9, 2024), when the claim is: coded for the current year, and processed from 1 October onwards For a: Private boarding arrangement - go to Step 11 Boarding school or hostel - go to Step 10
10	Calculate the student start date on the EDC screen Locate the POA OTAC release dates document on the Resources page of First day of attendance for ABSTUDY secondary boarders. This document contains the SAS extraction date for each term and state. This date is important when choosing which date to code in the Student start date: field on the EDC screen. The SAS extraction date is the date used to compile the Payment on Advice list that is sent to schools and hostels. If a claim is granted for the current term entitlement period after the SAS extraction date, then that student will not appear on the Payment on Advice list. If a claim is being assessed: before the SAS extraction date in the current term: code the student start date as the first day of the term entitlement period Note: Term 1 will need to be coded as the course start date because it is not possible to code 1 Jan on or after the SAS extraction date in the current term: and first day of attendance has not been provided from the school or hostel for the terms, code the student start date as the first day of the next term entitlement period, and when the first day of attendance is provided, update the EDC screen with the date the student commenced so the correct payments are issued Note: the school may need to be contacted or a manual request sent to collect this information for Term 4 before the SAS extraction date and the student is: continuing study in the next calendar year, code study for both calendar years. Code Term 4 from the start of the Term 4 entitlement period and Term 1 as the course start date not continuing study in the next calendar year, code the student start date as the first day of the term entitlement period for Term 4 on or after the SAS extraction date, first day of attendance has not been provided and the student is: continuing study in the next calendar year, code study for both calendar years. Code Term 4 from the start of the Term 4 entitlement period. Code the Education Payments Start Date (EPDC) screen from 1 January to avoid payments being issued not continuing study in the next calendar year, the claim cannot be granted until the first day of attendance for Term 4 is confirmed with the school for previous terms or payment of arrears in the current term when provided with the first day of attendance: calculate the student start date on EDC screen using the third Friday rule multiple EDC screens may be needed if there has been a gap in entitlement and there is a gap in entitlement and the student was previously attending the same school in the same calendar year: insert a new EDC screen under the same course ID select the existing course and adjust the Participation Status Event Date: field to the first day after the gap in entitlement and key 'I' in the Action: field adjust the student start and end dates within each EDC screen to reflect the gap(s) of entitlement
11	Education Payments Start Date (EPDC) The start date for ABSTUDY is automatically calculated by the system and displays in the Calculated Start Date: field. If the date is different from when eligibility for the Away from Home rate starts, it must be manually adjusted. Is the Calculated Start Date correct? Yes, no updates are needed, go to Step 12 No, code: Actual Trm Start Date: use the institution start date in the relevant study period as per the National Course Approvals subsite Manual Start Date: use the commencement date of the Away from Home rate Rsn for Changing Dates: Enter the reason for the manual start date Select Continue or press [Enter] Go to Step 12
12	Independent/Homeless/Away from home (NIH) ABSTUDY customers approved for Away from Home rate have specific entitlement periods. See Calculating the commencement date of Away from Home rate for ABSTUDY. If there is a previous entry on the NIH screen, the NIHS screen will display. If there is a current entry on the NIH screen: End date the current entry Press [Enter] for a new NIH screen Key 'AFH' in the Action: field Start/Reject Reason: criteria determined as per the qualification for Away from Home entitlements Note: Orientation or Special Purpose travel students applying for Away from Home rate due to a scholarship and scholarship details have not been provided. Code with 'AET' Start Date: commencement date of eligibility of Away from Home rate If a secondary student's first date of attendance is not yet known, enter the first date of the term entitlement period in which the Away from Home rate is being claimed End Date: (where applicable) End reason: (where applicable)
13	Family Pool (NPPS) Go to the PIT Parent Selection (NPPS) screen. Check: parents are linked on the customer's record, and parent(s)/guardian(s) Customer Reference Number(s) (CRNs) and Tax File Number(s) (TFNs) are recorded The Relationship Summary (NRS) screen displays a summary of the family's details. Go to the Dependent Youth Rate Summary (!DYRSUMM) screen Check the details of the siblings on and update the sibling links if necessary Was an interim claim lodged? Yes, go to Step 14 No, go to Step 15
14	Interim claim coding Specific coding is needed when assessing an interim boarding claim to ensure: non-means tested allowances only are approved and paid Fares Allowance (FAA) is approved for Terms 1 and 2 only Code the Household Income and Assets (NHI) screen: Event date: see Event date for parental income Financial year ending: as the base year, or the current year if a current year assessment can be granted PIT Exception Reasons: No exemption Taxable income: Leave blank Go to Step 17.
15	Household Income and Assets (NHI) Check the Household Income and Assets (NHI) screen to ensure the parent(s)/guardian(s) details are correctly recorded. For help with coding, including when an estimate is provided, see Assessing and coding parental income for ABSTUDY, Assistance for Isolated Children (AIC) and Youth Allowance (YA).
16	ABSTUDY payee Due to End of Year (EOY) processing requirements, staff must update the School Fees and Boarding Details (EYSB) screen with the current and future year details at the same time (for example, Year 8, 2023 and Year 9, 2024), when the claim is: coded for the current year, and processed from 1 October onwards Determine the appropriate payee/debtor. See ABSTUDY payments and rates. Key the appropriate CRN on the Payee/Debtor (EYPY) screen. Note: the payee/debtor will be the student, Australian Apprentice, or parent/guardian. Do not use the school/hostel, private board provider or payment nominee's details. On the EYPY screen, complete the following fields: Start Date: key the ABSTUDY start date Payee CRN: key the determined payee's CRN The Boarding Details (EYSB) screen must be completed with the net amount charged to the student by the school. If the student is receiving a scholarship and is boarding at a school or a hostel that is a signatory to an ABSTUDY Hostel Agreement, see Assessing scholarship income for coding instructions based on the fees covered. For: Orientation or Special Purpose travel, go to Step 17 Boarding school student, go to Step 18 Hostel which is a signatory to an ABSTUDY Hostel Agreement student, go to Step 18 Hostel which is not a signatory to an ABSTUDY Hostel Agreement student, go to Step 19 Private Boarding student, go to Step 19
17	Third Party Payment Destination for Orientation or Special Purpose travel (EYSB) Go to the EYSB screen and select the option for the type of claim. Students applying for Away from Home rate due to a scholarship and scholarship details have been provided Event Date: code the commencement date of the Away from Home rate If the student's first date of attendance is not yet known, enter the first date of the term entitlement period in which the Away from Home rate is being claimed Annual Fees/Tuition Amount: code the annual school fee charge, less any reduction or waiver if the student is in receipt of a scholarship Boarding School/Hostel Action: Boarding at a hostel which is a signatory to an ABSTUDY Hostel Agreement, key 'AHO' Boarding school, including an approved ABSTUDY Homestay arrangement, key 'ASC' Annual Boarding School/Hostel Amount: code the annual board charge, less any reduction or waiver if the student is in receipt of a scholarship Actual Term Start Date: first date of school term in which the student commenced at the Away from Home rate Weekly Private Board Amount: leave blank Scholarship Contribution Amount: code the amount a school or scholarship provider contributes to an approved scholarship for the Away from Home rate. If EYSB error mandatory coding Scholarship contribution occurs, code $0.00 Go to Step 20. Students applying for Away from Home rate due to a scholarship and scholarship details have not been provided Event Date: code the commencement date of the Away from Home rate If the student's first date of attendance is not yet known, enter the first date of the term entitlement period in which the Away from Home rate is being claimed Annual Fees/Tuition Amount: code the annual school fee charge, if this is unknown code the amount as $0.01 Boarding School/Hostel Action: Boarding at a hostel which is a signatory to the ABSTUDY Hostel Agreement, key 'AHO' Boarding school, including an approved ABSTUDY Homestay arrangement, key 'ASC' Annual Boarding School/Hostel Amount: code the annual board charge Actual Term Start Date: first date of school term in which the student commenced at the Away from Home rate Weekly Private Board Amount: leave blank Scholarship Contribution Amount: leave blank Go to Step 20. Students applying for Away from Home rate and not in receipt of a scholarship Event Date: code the commencement date of the Away from Home rate If the student's first date of attendance is not yet known, enter the first date of the term entitlement period in which the Away from Home rate is being claimed Annual Fees/Tuition Amount: code the annual school fee charge, if this is unknown code the amount as $0.01 Boarding School/Hostel Action: Boarding at a hostel which is a signatory to the ABSTUDY Hostel Agreement, key 'AHO' Boarding school, including an approved ABSTUDY Homestay arrangement, key 'ASC' Annual Boarding School/Hostel Amount: code the annual school fee charge Actual Term Start Date: first date of school term in which the student commenced at the Away from Home rate Weekly Private Board Amount: leave blank Scholarship Contribution Amount: leave blank Go to Step 20.
18	Third Party Payment Destination Boarding school or hostel student (EYSB) Go to the EYSB screen and make the following updates: Event Date: code the commencement date of the Away from Home rate If the student's first date of attendance is not yet known, enter the first date of the term entitlement period in which the Away from Home rate is being claimed Annual Fees/Tuition Amount: code the annual school fee charge, less any reduction or waiver if the student is in receipt of a scholarship Boarding School/Hostel Action: Boarding at a hostel which is a signatory to the ABSTUDY Hostel Agreement, key 'AHO' Boarding school, including an approved ABSTUDY Homestay arrangement, key 'ASC' Annual Boarding School/Hostel Amount: code the annual board charge, less any reduction or waiver if the student is in receipt of a scholarship Actual Term Start Date: first date of school term in which the student commenced at the Away from Home rate Weekly Private Board Amount: leave blank Scholarship Contribution Amount: code the amount a school or scholarship provider contributes to an approved scholarship for the Away from Home rate. If EYSB error mandatory coding Scholarship contribution occurs, code $0.00 If granting ABSTUDY for the new academic year where the boarding and tuition fees are unknown: Code the most recent charges listed on the provider record, and In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABY Review Reason: REV (Manual Review) Due Date: 1 February of the relevant academic year Source: INT Date of Receipt: today's date Notes: 'Check for current year boarding and tuition fees and update if needed. See OB 110-07080010 to action.' Workgroup: leave blank Position: leave blank Transfer to Region: ABS Keywords (as applicable): GRP 3 if student is ABSTUDY current, under 16 years and boarding at secondary school or hostel GRP 5 if student is ABSTUDY current, 16 years or more and boarding at secondary school or hostel 'AHO' if the student is boarding at a hostel Education provider Code, for example, 28195 The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. See Actioning Reviews and Manual Follow-ups (MFUs) associated with EOY processing Go to Step 20.
19	Third Party Payment Destination for a Private Boarding student or hostel which is not a signatory to the ABSTUDY Hostel Agreement (EYSB) Go to the EYSB screen and make the following updates: Event Date: code the commencement date of the boarding arrangement If the student's first date of attendance is not yet known, enter the first date of the term entitlement period in which the Away from Home rate is being claimed Annual Fees/Tuition Amount: leave blank Boarding School/Hostel Action: for: Private Boarding - key 'NPB' Hostel which is not a signatory to the ABSTUDY Hostel Agreement, leave blank Annual Boarding School/Hostel Amount: leave blank Actual Term Start Date: leave blank Weekly Private Board Amount: Private Boarding - code the amount requested by the applicant to be paid to the Private Board Provider (PBP) as a weekly amount. If the applicant has requested the student's entire ABSTUDY entitlement to be paid to the PBP, ensure an amount is coded that is equal to or higher than the student's rate of payment. Note: if payment has been requested to be paid to the parent/guardian or the student is not paying board and/or lodging, code $1.00 Hostel which is not a signatory to an ABSTUDY Hostels Agreement - calculate the annual boarding fees and convert it to a weekly amount Scholarship Contribution Amount: code the amount a school or scholarship provider contributes to an approved scholarship for the Away from Home rate. If EYSB error mandatory coding SCHOLARSHIP contribution occurs, code $0.00 To facilitate payment of tuition fees, see ABSTUDY School Fees Allowance (SFA) (Group 2). Is the student Private Boarding? Yes, go to Step 21 No, and the customer advised they are: not employed, go to Step 23 employed, go to Step 22
20	Payment to third party (PIPI) Go to the PIPI screen. Two entitlements will be presented: SFA-Boarding - used to pay the students Tuition fees LivAllow-OTP - used to pay the students Boarding fees Students can board at one provider and study at another. The ABSTUDY entitlements must be directed to the correct Provider/Hostel. Locate the Provider: Key 'O' in the SFA-Boarding: field and press [Enter] to view the Organisation Name Search (ON) screen Search for the provider using their Name or CRN Note: key the provider's exact name or partial name with an asterisk () at the end (the '' acts as a wildcard and searches for matches that are close to what was keyed) Select the payee and press [Enter] to view the Payment Instructions Payee Details (PIPD) screen: check the details on this screen are correct key 'Y' in the Confirm Link: field to send the ABSTUDY payment to the third party Repeat the above steps for the LivAllow-OTP field. Is the customer aged 16 years or older and advised they are employed? Yes, go to Step 22 No, for: students boarding at a hostel which is not a signatory to an ABSTUDY Hostels Agreement, go to Step 23 all other boarding arrangements, go to Step 24
21	Payment to third party for Private Boarder (PIPS) Payments to private board providers can only be made where the applicant has returned a completed ABSTUDY request for private board provider details (SY115) form. See Payments to third parties and institutions for ABSTUDY for a copy of this form. Directing payments to the applicant or student If sending payment to the applicant or student, no updates on the PIPS screen are required. Is the customer aged 16 or older and advised they are employed? Yes, go to Step 22 No, go to Step 24 Directing payments to a third party person or organisation If sending payment to a third party person or organisation that is: Not recorded on the PIPS screen: Key 'Y' next to the Add New Payee: field and press [Enter] The Payment Instructions Payee Details (PIPD) screen displays Add the payee's name, address and bank account details Key 'I' in the Action: field Key 'Y' in the Confirm Link: field to send the ABSTUDY payment to the third party Press [Enter] to return to the PIPI screen. The Third party will now display as 'Payee' for LivingAllow field Recorded on the PIPS screen: Go to the Payment Instructions (PIPI) screen Key ‘S’ next to the LivingAllow field The PIPS screen displays Key ‘S’ to select the payee and press [Enter] The Payment Instructions Payee Details (PIPD) screen displays. Ensure the details are correct Key 'Y' in the Confirm Link: field to send the ABSTUDY payment to the third party Press [Enter] to return to the PIPI screen Is the customer aged 16 years or older and advised they are employed? Yes, go to Step 22 No, go to Step 24
22	Reporting requirements Due to system limitations, an ABSTUDY secondary boarding student cannot be placed onto 2 weekly reporting. If the student has employment income, advise them they must report the earnings each fortnight. Before finalising a claim for an ABSTUDY customer who has advised they have variable employment income, contact them to confirm the income they were paid for each fortnight since the date of commencement of ABSTUDY. See Recording and correcting employment income details. If the customer cannot be contacted, DOC the contact attempt within the new claim grant DOC. Is the student boarding at a hostel which is not a signatory to an ABSTUDY Hostels Agreement? Yes, go to Step 23 No, go to Step 24
23	Rate Component Override (EPRC) Go to the Assessment Results (AR) screen, do not finalise the activity. Go to the Rate Component Override (EPRC) screen, code: Start Date: code the commencement date of the boarding arrangement End Date: leave blank Component: BASIC Reason: SYS Amount: 0.00 Press [Enter] and repeat the above step with 'Component: RA'. Finalise the claim: Go to the Assessment Results (AR) screen Check the claim is not issuing any ABSTUDY entitlement Inhibit the letter on the Actions (ASC) screen before finalising the activity Finalise the activity on the AR screen Record details of the claim on a DOC. Use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY Board Granted/Rejected > Confirm Include details of the ABSTUDY entitlement Expire the 'Progress of ABSTUDY claim' Display on Access DOC Complete any scanned documents actioned as a part of the claim Send a Q999 ABSTUDY Living Allowance not payable to the applicant advising of grant. See Creating a Q999 or Q888 letter Go to Step 25.
24	Finalise claim Go to the Assessment Results (AR) screen Check and finalise the activity Record details of the claim on a DOC Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY Board Granted/Rejected > Confirm Expire the 'Progress of ABSTUDY claim' Display on Access DOC If permission to enquire (PPE) was given on the ACT processing copy or claim form, ensure this is recorded Complete any scanned documents actioned as a part of the claim Go to Step 25.
25	Interstate travel assessment ABSTUDY Travel Service Officers are responsible for conducting the assessment and issuing the email to the provider. Is an interstate travel assessment needed? Yes: Send a Fast Note - ABSTUDY Interstate Travel to be Assessed to the ABSTUDY Smart Centre Travel Team Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > ABSTUDY Travel > ABSTUDY Interstate Travel to be assessed > Confirm For students under 18 years of age and not the ABSTUDY payee, go to Step 29, otherwise procedure ends here No, for: Boarding school or Hostel accommodation, go to Step 26 Private boarding accommodation students under 18 years of age and not the ABSTUDY payee, go to Step 29 Otherwise, procedure ends here
26	Boarding school or hostel student If the completed claim is for a student boarding at a school or hostel, send an email to boarding provider. Access to the ABSTUDY secondary mailbox is needed. Open the Boarding claim outcome to Third Party Organisation template available on the Resources page. Select Go on the template Complete the following: Student Customer Reference Number (CRN) Date of Birth School/hostel Name School/hostel email address Obtain the school/hostel email address from the Education Institution Summary in Customer First: In the Nxt: field key the word 'CODES' to access the Reference Data Enquiry screen Complete Search Field 1: select code or name Complete Search Text 1: key the code number or name of school, press [Enter] Select relevant school/hostel Record the email address in the template Select the Yes or No responses to the questions presented, according to the claim outcome and student circumstances Check the final version of the letter is correct Send the Boarding claim outcome to the Third Party Organisation: Select the Email button Send the email from the ABSTUDY secondary mailbox Select Send and the Official option. An email will be sent to the school along with the Boarding claim outcome to Third Party Organisations Select the Local Print button for schools that do not have an email, and post directly to the school. Include a reply paid envelope Record details on a DOC in the student's record If issuing the letter by email, upload a copy of the sent email to the customer's record using Form Type UNS010 To save the email: in Outlook, select Sent Items > select the email sent to the provider > select File > Save As in the File name field, type the student’s CRN Select Desktop as the save location > Save To upload the email: select Document Tools from the Customer First menu > select Upload Document enter the date the email was sent in the Date of Receipt field select UNS010 in the Form Type field select No in the Hand Off for Further Action field select Browse > select the email > Open > Upload once the email or letter is uploaded to the record, make sure the Desktop copy is deleted Annotate the grant DOC to state that an email has been issued to the provider Has the Boarding claim outcome to Third Party Organisations letter sent by email failed? Yes, go to Step 27 No, for: Orientation or Special Purpose travel Students getting a scholarship, go to Step 28 Students under 18 years of age and not the ABSTUDY payee, go to Step 29 All other payments, procedure ends here
27	Email has failed If an email is received advising the email has failed, due to an error: Contact the school to investigate Check the email address is recorded correctly. If not, or a new email address is provided, update the Reference Data Facility (RDF) and resend the email Record details on a DOC on the school's record noting the time the email was issued If the email continually fails: Print a copy of the letter Post directly to the school and include a reply paid envelope Record details on a DOC on the school record, noting the action taken Was the assessment for Orientation or Special Purpose travel and the student is getting a scholarship? Yes, go to Step 28 No, and the ABSTUDY student is under 18 years of age and not the payee, go to Step 29. Otherwise, procedure ends here
28	Coding a manual review (RVR) scholarship information In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABY Review Reason: REV (Manual Review) Due Date: 14 days from the interview date, or 1 February in the year of study if the claim is for studies in the following calendar year Source: INT Date of Receipt: today's date Notes: record scholarship information including if details are needed or provided and 'return to OB 010-23061559 Process > 'Schooling B - Boarder' > Step 26 to action MFU'. Keywords: BOARDER Workgroup: leave blank Position: leave blank Transfer to Region: ABS The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. Send a desktop fax for granted/rejected boarders to the boarding school/hostel, along with the request for approved scholarship confirmation When the review matures: If the scholarship details have not been provided, contact the school. If unable to contact, reject ABSTUDY using reason code FSD (Failed to Supply Documents) If scholarship details have been provided, ensure the NIH screen is corrected to ASP or ASF where AET has been coded Update EYSB screen with the correct board and tuition amounts Update AC screen with the correct board paid. See Assessing scholarship income Is the student under 18 years of age and not the ABSTUDY payee? Yes, go to Step 29 No, procedure ends here
29	Coding a manual review (RVR) bank details In Customer First, go to the Future Activity List (FAL) screen, Check if there is an activity to review the student’s bank details for 28 days prior to their 18th birthday. If an activity exists, procedure ends here. If no activity exists, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABY Review Reason: REV (Manual Review) Due Date: 28 days prior to the student’s 18th birthday Source: INT Date of Receipt: today's date Notes: ‘Request for the student’s bank details are required, return to OB 010-09010000 Process > Table 2 > Step 7 to action MFU' Keywords: ABYSTU Workgroup: leave blank Position: leave blank Transfer to Region: ABS The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. Procedure ends here.

Tertiary/Masters/Apprentice

Table 5

Expand table

Step	Action
1	Pre-claim checks Before commencing coding, check: the ABSTUDY start date, see Start and closing date for ABSTUDY claims. if the student was receiving JobSeeker Payment continuously for at least 12 months immediately before claiming ABSTUDY as they may also be eligible for Education Entry Payment (EdEP) If the student is currently on a payment listed below, select the relevant link and make the appropriate updates for example, cancellation of the current payment. Return to this step after coding is complete. JobSeeker Payment (JSP) Youth Allowance (YA) job seeker Austudy or Youth Allowance (YA) student Go to Step 2.
2	Relationship links Updates to relationship links on the PIT Parent selections (NPPS) and Marital Status (MS) screens are to be completed before selecting the Process button. To update the PIT Parent Selection (NPPS) screen, see Creating, updating and ending Parental Income Test (PIT) links for dependent student, Australian Apprentice and job seeker customers. Customers must advise their current relationship status. Any action needed will depend on what is already recorded on the customers record. See Relationship details for new claims. Once relationship links are correct, go to Step 3.
3	Start claim To start processing a claim, select Process on the Claim Application screen. When Process is selected, it will automatically go to the Errors (SWE) screen. The SWE screen displays a Message Log and a Task Selector. The information from the claim prepopulates. If information is not loaded correctly, an error or warning message displays: Error messages displayed in red must be fixed before the claim can be assessed. For help, see Using Digital Assistant Roxy in Process Direct Warnings displayed in yellow do not block processing of the Work Item. Warnings draw attention to coding that must be checked before finalising the work item. Warnings continue to display until the claim is finalised
4	View claim information in Process Direct Using the Claim Summary, check the appropriate screens according to the information provided in the claim. Check information provided in the claim (provisional data) is accurate and in line with any evidence provided, update where necessary. Check no conflict exists between the provisional data and confirmed data. Correct where necessary. Make all necessary updates needed within the claim. Delete non-verified provisional data before finalising the claim to prevent data applying to the customer record. Use Task Selector or manually key the required screen into the Super Key to go through each mandatory screen.
5	Address details (AD) Ensure the Address Details (AD) are current. The customer's address details must include the student's actual home (HOM) address and term (TER) address at the study location if the student lives away from home. See Updating address details. Tertiary students are subject to normal Remote Area Allowance (RAA) entitlement provisions.
6	Accommodation details (AC) If the student is claiming and eligible for the Residential Costs Option (RCO), see Payment of Residential Costs Option (RCO) for ABSTUDY and ABSTUDY Pensioner Education Supplement (PES) for AC screen coding. Note: Due to system limitations, if the student has submitted an account or invoice for payment of RCO, additional coding must be completed in a separate activity within Customer First once the claim has been granted. For students not claiming RCO, see Completing the Accommodation Details (AC) screen and assessing Rent Assistance (RA) for AC screen coding.
7	Tax File Number Details (TFN) If the customer is: 16 years of age and older: with a TFN, key the TFN in the TFN: field meeting a TFN exemption, key the exemption reason in the Exemption Reason: field 16 years of age or older and both of the following apply, leave the TFN: field blank. The claim will Auto Reject if the customer: does not have a TFN, and is not eligible for an exemption See Tax File Number (TFN) for ABSTUDY.
8	Identity confirmation (POI) ABSTUDY customers are subject to identity confirmation. Some customers may satisfy identity confirmation requirements without having to produce identity confirmation documents. See Additional procedures exclusive to ABSTUDY apply in some circumstances. If the customer is: a student, go to Step 10 an Australian Apprentice, go to Step 9
9	Coding for Australian Apprentices For Australian Apprentices, the mandatory screens for coding details of their Australian Apprenticeship are: Customer Study Details (EDC) screen - insert an EDC screen with a Participation Status of 'APT' (Apprentice/Trainee) from the calculated grant date Coded on the Apprentice Details/Apprenticeship Details (NAPD) screen Education Payments Start Date (EPDC) - the date of commencement for payment will be automatically calculated by the system. However, in some circumstances, this may need to be manually adjusted. See Start and closing date for ABSTUDY claims the Apprentice employer details must be coded on the Employment Income Paid Details (EAPP) screen Before finalising a claim for an Australian Apprentice, contact the customer to confirm their income for each fortnight since the date they became qualified as an Australian Apprentice. All Australian Apprentices getting Living Allowance need to report their income fortnightly. The system will automatically apply the 2-weekly reporting profile to these customers. Australian Apprentices who have an Employment Services Assessment (ESAt) on their record in the last 2 years, stating a partial capacity to work, may be needed to undergo another ESAt to determine if it is still valid. Until another ESAt is undertaken, Youth Disability Supplement (YDS) will be paid automatically when ABSTUDY is granted. Payment of YDS cannot be stopped manually. To refer the customer for another ESAt, see Employment Services Assessment (ESAt) Referral. Service Officers should use 'Change of Circumstances' as the reason code for the ESAt referral. If the Australian Apprentice is: 22 years of age or over, go to Step 15 under 22 years of age: applying for away from home or independence, go to Step 13 not applying for away from home or independence, go to Step 14
10	Education Course Details (EDC) Check the study details are correct. See Coding ABSTUDY education details. Note: when assessing an interim claim, full-time student (Incidentals Only) (FTI) is to be coded in the Participation Status: field to only pay ABSTUDY non-income tested allowances until a full claim is completed.
11	Education Payments Start Date (EPDC) The start date for ABSTUDY is automatically calculated by the system and displays in the Calculated Start Date: field. If this date is incorrect, manually adjust it. To update the Calculated Start Date, code: Manual Start Date: use the start date advised in Start and closing date for ABSTUDY claims Rsn for Changing Dates: Enter the reason for the manual start date Select Continue or press [Enter]
12	Student Start-up Loan (SSL) If the customer has accepted an SSL, this must be coded within the new claim activity. View and update SSL details from the Student Start-up Loan Summary (SSLS) screen. See Student Start-up Loan (SSL) for coding details. If the student is: 22 years of age or over, go to Step 15 under 22 years of age: applying for Away from Home or Independence, go to Step 13 not applying for Away from Home or Independence, go to Step 14
13	Independent/Homeless/Away from Home Details (NIH) Complete the NIH screen if the customer is: independent for ABSTUDY, or a homeless ABSTUDY customer, or qualified for the Away from Home rate of ABSTUDY or ABSTUDY customer in State Care Relocation Location Details (RLD) screen - to be coded for students: claiming independence under self-supporting regional or remote students, or students studying an approved scholarship course who are independent and disadvantaged by personal circumstances, or dependent and must live away from home Go to Step 15.
14	Household Income and Assets (NHI) Check the Household Income and Assets (NHI) screen to ensure the parent(s)/guardian(s) details are correctly recorded. For help with coding, including when an estimate is provided, see Applying the Parental Income Test (PIT) for ABSTUDY and Youth Allowance (YA). Go to Step 15.
15	Payment Destination Details (PAS) If the customer is a student: under 18 years of age, check whether payment can be made to the customer. For information on how to determine this, see Payments for students under 18 years paid to student, parent or a third party Note: in some cases a customer may have a payment and/or a correspondence nominee, see Nominees for arrangements relating to ABSTUDY customers aged 18 years or more, payments will be made to the customer See Update the payment destination for further information. If the customer does not have a bank account, see Payment destination to determine if a direct credit exemption applies.
16	Income and assets Update any advised income and assets, for coding assistance see: Coding income and assets for Centrelink payments and services Assessing scholarship income Has the customer advised that they or their partner are employed? Yes, go to Step 17 No, go to Step 19
17	Income details Income details are required for the customer and/or their partner from the ABSTUDY entitlement start date. Where this information is not available, attempt to contact the customer to obtain these details verbally. Have all required income details been provided? Yes, code all advised earnings, see Recording and correcting employment income details. Once coded, go to Step 19 No, go to Step 18
18	Reporting requirements ABSTUDY customers have access to report their employment income using online or self-service channels subject to channel and timeframe limitations, this does not affect the ABSTUDY claim assessment. To place the customer on reporting: Go to the Employment income summary (EANS) screen Select Add New Row to open the Create new employer details table Complete the following fields: Type of Employment Income: code 'EAR' Employer Name Description: code the employer's name Event date: code the ABSTUDY grant date Select Save Go to Step 19.
19	Retrospective cancellation Was ABSTUDY paid for a period that the customer was previously paid a Social Security payment or Pandemic Leave Disaster Payment which was cancelled to grant ABSTUDY? Yes, go to Step 20 No, go to Step 21
20	Arrears adjustment ABSTUDY arrears generated for a period that the customer was previously paid a Social Security payment or Pandemic Leave Disaster Payment must be reduced to offset the debt shell created by the cancellation of payment. To manually reduce arrears in Entitlements (ELD): Select Assess to go to ELD Enter RAC in the Super Key reduce each payment period displayed by the amount of the cancelled payment for that period. Use Man Adj Reason ADJ After all reductions have been completed, select Update Return to ELD Go to Step 21.
21	Finalise claim If the ABSTUDY customer transferred from another payment such as JobSeeker Payment (JSP), ensure any Centrepay deductions from the previous benefit have transferred to ABSTUDY. See Starting, changing and cancelling a Centrepay deduction at the request of a customer. The Energy Supplement will be paid if the recipient is eligible. If a frequency change is requested, check/update Energy Supplement payment frequency option. Note: ABSTUDY Masters and Doctorate can only receive the Energy Supplement quarterly in arrears. Select Assess to go to Entitlements (ELD) screen Check and finalise the activity Record details of the claim on a Note Complete any scanned documents actioned as a part of the claim If the customer has advised that they have a dependent child under 19 years of age in their care and they or their partner are not in receipt of Family Tax Benefit (that is, FTB/CUR or FTB/CZR), see Eligibility for Family Tax Benefit (FTB) for individuals. Issue a Q888 Invite recipient to claim Family Tax Benefit letter. See Creating a Q999 or Q888 letter Were arrears reduced to offset a debt? Yes, go to Step 22 No, if the customer has provided an account or invoice requesting payment of RCO and eligibility has been confirmed, code the payment. See Table 3 in Payment of Residential Costs Option (RCO) for ABSTUDY and ABSTUDY Pensioner Education Supplement (PES). Procedure ends here No, if the customer has not provided an account or invoice, procedure ends here
22	Debt offset Once the claim activity is completed, finalise the debt shell for the precluding payment as 'no debt' with FND Reason: NDC. For coding, see Finalised 'no debt' (FND) or 'zeroing' debts that are not legally recoverable. If the customer has provided an account or invoice requesting payment of RCO and eligibility has been confirmed, code the payment. See Table 3 in Payment of Residential Costs Option (RCO) for ABSTUDY and ABSTUDY Pensioner Education Supplement (PES).

Incidentals

Table 6

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Step	Action
1	Pre-claim checks Before commencing coding, check: the ABSTUDY start date, see Start and closing date for ABSTUDY claims if the student was receiving an income support payment continuously for at least 12 months immediately before claiming ABSTUDY as they may also be eligible for Education Entry Payment (EdEP) Go to Step 2.
2	Benefit Status Is the customer ABSTUDY current? Yes, go to Step 3 No, go to Step 4
3	ABSTUDY Current Claim is not needed. Change Status to 'Not Required'. See ABSTUDY Incidentals Allowance. Procedure ends here.
4	Initial assessment To start processing a claim, select Process on the Claim Application screen. When Process is selected, it will automatically go to the Errors (SWE) screen. The SWE screen displays a Message Log and a Task Selector. The information from the claim prepopulates. If information is not loaded correctly, an error or warning message displays: Error messages displayed in red must be fixed before the claim can be assessed. For help, see Using Digital Assistant Roxy in Process Direct Warnings displayed in yellow do not block processing of the Work Item. Warnings draw attention to coding that must be checked before finalising the work item. Warnings continue to display until the claim is finalised The Resources page has a link to current Process Direct issues. Go to Step 5.
5	View claim information in Process Direct Using the Claim Summary, check the appropriate screens according to the information provided in the claim. Check information provided in the claim (provisional data) is accurate and in line with any evidence provided, update where necessary Check no conflict exists between the provisional data and confirmed data. Correct where necessary Make all necessary updates needed within the claim. Delete non-verified provisional data before finalising the claim to prevent data applying to the customer record Use Task Selector or manually key the required screen into the Super Key to go through each mandatory screen Go to Step 6
6	Accommodation Details (AC) Verify Accommodation Select Accommodation Details (ACS) If details already recorded: Insert a new line with the Event Date: as the calculated start date leave all other details unchanged If no previous details recorded, select Add and code: Address Type: HOM - Home Event Date: calculated start date Accommodation Details For: select Customer or Customer and Partner depending on the customer's relationship status Home Ownership: NHO - Non- Homeowner Accommodation Status: NAS The system may need a second AC line using Event Date: Date of Receipt (DOR) where: a customer has not previously had accommodation details recorded, and the date of receipt of the claim is before the ABSTUDY start date Go to Step 7
7	Identity confirmation (POI) ABSTUDY customers are subject to identity confirmation. However, it is not a requirement for customers claiming non-means tested components of ABSTUDY. See Additional procedures exclusive to ABSTUDY apply in some circumstances. Check identity is Confirmed, or the recording of an exemption reason. If not confirmed, or an exemption is not recorded: Select Add and code: Start Date: field, code the earliest of: calculated start date Date of Receipt Has sufficient POI been provided: select Y if Confirmed or N if Not Confirmed If POI not confirmed, select AB - ABSTUDY customers who don't require POI in the Reason for Insufficient POI: field Further identity confirmation. If the Identity Status is Not Confirmed, code alternative proof of identity: Select the Not Confirmed link to open a Customer Summary window Select Identity Confirmation > Identity Confirmation Dashboard from the Task Selector Code the identity documents or consider applying alternative identity Close the Customer Summary window to return to the claim Go to Step 8
8	Tax File Number (TFN/TFS) Customers may get an exemption from providing a TFN in limited circumstances. These exemptions should only be temporary. Record a review to request their TFN or record their TFN if the customer provides it: Key the TFN, or Select the relevant exemption reason See Tax File Number (TFN) for ABSTUDY. Go to Step 9.
9	Education Details (EDC) and (EPDC) Customer Study Details (EDC) - Student Check the study details are correct. See Coding ABSTUDY education details. Customer Study Details (EDC) - Australian Apprentice On EDC insert a line using: Participation Status: API (Apprentice - INC only) Participation Status Event Date: the calculated start date Education Payment Start Date (EPDC) The start date for ABSTUDY is automatically calculated by the system and displays in the Calculated Start Date: field. If this date is incorrect, manually adjust it. To update the Calculated Start Date, code: Manual Start Date: use the start date advised in Start and closing date for ABSTUDY claims Rsn for Changing Dates: Enter the reason for the manual start date Select Continue or press [Enter] Go to Step 10.
10	Payment Details (PAS) Customers must provide bank account details held in their name. The granting of a 28-day grace period is available for customers with genuine barriers to providing bank account details. See Payment destination. Is the customer claiming as a student? Yes, go to Step 12 No, go to Step 11
11	Apprentice Details (NAPD) Go to the Apprentice Details/Apprenticeship Details (NAPD) screen Add the Australian Apprenticeship details Go to Step 12.
12	Finish claim grant assessment To finalise the claim: Select Assess Errors, warnings or messages may display and need action If no errors, the Entitlement (ELD) screen displays. Check the outcome is correct for the customer, and partner if applicable If the customer is Income Managed, INM appears on the benefit status line. If arrears or a lump sum payment displays on the ELD screen, see Identifying and assisting income managed customer Select Finish The Claim Finalisation Note will appear, see Recording reasons for decisions under Getting it Right. Edit or add any extra details required Select Finalise to complete the claim A dialogue box will appear to confirm the claim is successfully completed. Select OK Go to Step 13.
13	Claim outcome A manual letter is needed if: a Manual Follow-up (MFU) activity is created on the Activity List (AL) screen after overnight processing a rejection activity has been actioned manually Create a manual letter (Q134) within the activity in Customer First. Detail the reasons for rejection of the ABSTUDY payment, the date of effect and the relevant section of the ABSTUDY policy. The advice must also include the recipient's review and appeal rights. When creating the Q134 letter, insert the following text into the free text: field and update the correct policy reference(s) for the rejection action: 'This rejection has been made under <insert relevant Policy here> of the ABSTUDY Policy Manual' When prompted to select the reference to the relevant act under which the decision was made, select: 'This decision has been made under the Student Assistance Act 1973' Due to system limitations, Incidentals only can be granted to allow travel, meals or accommodation to be booked in advance while the student is still on another benefit. Was Incidentals only granted to allow an Away from Base activity to be booked in advance, and the student will qualify for Living Allowance once the course starts? Yes, go to Step 14 No, procedure ends here
14	Review for Living Allowance Due to system limitations, ABSTUDY Living Allowance cannot be granted until the course start date. Create a review for the Living Allowance to be assessed: in Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABY Review Reason: REV (Manual Review) Due Date: Course start date Source: INT Date of Receipt: today's date Notes: Customer has been granted ABSTUDY Incidentals only due to system limitations. Please assess entitlement to ABSTUDY Living allowance as per claim lodged on DD/MM/YYYY. See OB 010-23061559 for assessment.' Keywords: ACTABY, SY019 and ABYNCL Workgroup: leave blank Position: leave blank Transfer to Region: ABS The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action Procedure ends here.

Testing and Assessment

Table 7

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Step	Action
1	Testing and Assessment claim closing date Has the Testing and Assessment claim been lodged by the ABSTUDY closing date? Yes, and the customer is: ABSTUDY current, go to Step 3 not ABSTUDY current, go to Step 4 No, the customer is not eligible. If they are: ABSTUDY current, go to Step 2 not ABSTUDY current, go to Step 4
2	Current customer not eligible - Testing and Assessment Record details of the decision on a DOC. The information must indicate the reasons why the customer is not eligible for assistance Contact the customer and explain the decision. See Making an unfavourable decision (CLK) Complete any open scanned documents relating to the claim Procedure ends here.
3	Customer is ABSTUDY current - Testing and Assessment claim System limitations prevent recording of Testing and Assessment course details on the EDC screen. Create a Display on Access (DOA) DOC and record the details of the Testing and Assessment activity. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs). In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABA Review Reason: REV (Manual Review) Due Date: day after the activity finishes Source: INT Date of Receipt: today's date Notes: 'Generate a Q999 requesting confirmation of attendance in the activity.' Keywords: ACTABY and AFB Workgroup: leave blank Position: leave blank Transfer to Region: ABS The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action. When the activity matures, the Away from Base Service Officer will generate a Q999 letter requesting confirmation of attendance in the activity. See Assessing and processing ABSTUDY Away from Base activities. Complete any open scanned documents relating to the claim. Procedure ends here.
4	Processing a student or Testing and Assessment claim Select the ABSTUDY New Claim activity on the Activity List (AL) screen to display the ABSTUDY Task Selector (ETYS). Update the appropriate screens according to the information provided in the claim. Pre-selected mandatory screens are: Education Course Details (EDC) - for more information on updating this screen, see Coding ABSTUDY education details Education Payments Start Date (EPDC) - the system automatically calculates the date of commencement for payment. In some circumstances, a manual adjustment is needed. See Start and closing date for ABSTUDY claims Select Product (SVP) - press [Enter] through the screen without completing any details The following screens may present depending on the customers circumstances. Press [Enter] through the screens without completing any details: Independent/Homeless/Away from Home Details (NIH) Higher Education Scholarship Details (HESD) Family Pool Summary (NSFP)
5	Customer Details Task Selector (CDTS) screen To go to the Customer Details Task Selector, key 'CDTS' in the Next: field. Update the appropriate screens according to the information provided in the claim. Pre-selected mandatory screens are: Accommodation Details (AC) If the customer is: receiving Rent Assistance (RA) for another payment. Note: this includes where the customer has claimed RA, but it is not being paid because verification has not been received: 'I'nsert a new AC screen with no changes Event Date: Claim grant date not receiving RA, a new AC screen needs to be 'I'nserted. Key the following: Address Type: Home Event Date: Claim grant date Accommodation Details: select according to the customers relationship status. Note: a response may have been entered automatically Home Ownership: NHO Non-Homeowner Sharer Status: NAS (Not a Sharer) The system may need a second AC line using Event Date: Date of Receipt (DOR) where: a customer has not previously had accommodation details recorded, and the date of receipt of claim is before the ABSTUDY grant date Tax File Number Authority (TFN) Customers do not need to provide a TFN when claiming Testing and Assessment. Record their TFN if the customer provides it, see Tax File Number (TFN) for ABSTUDY. Payment Destination Details (PASB) Customers must provide bank account details held in their name. Customers with genuine barriers in providing bank account details can be granted a 28-day grace period. See Payment destination. Proof of Identity (POI) ABSTUDY customers are subject to Identity Confirmation. However, it is not a requirement for customers claiming non-means tested components of ABSTUDY. See Additional procedures exclusive to ABSTUDY apply in some circumstances. Where POI is needed, code the identity documents or apply alternative identity.
6	Testing and Assessment claim finalisation To finalise the claim: Go to the Assessment Results (AR) screen Check the result is correct. The new claim activity displays as ABY/CAN-ATA. This is correct as the Testing and Assessment payment is a one-off payment Finalise the activity In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows: Service Reason: ABA Review Reason: REV (Manual Review) Due Date: day after the activity finishes Source: INT Date of Receipt: today's date Notes: 'Generate a Q999 requesting confirmation of attendance in the activity.' Keywords: ACTABY and AFB Workgroup: leave blank Position: leave blank Transfer to Region: ABS The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action When the activity matures, the Away from Base Service Officer creates a Q999 letter requesting confirmation of attendance in the activity. See Assessing and processing ABSTUDY Away from Base activities Procedure ends here.

Lawful custody

Table 8

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Step	Action
1	Claiming ABSTUDY in lawful custody Has the assessment of the Lawful Custody Allowance claim occurred and the ABSTUDY Lawful Custody Allowance claim for reimbursement - to support SY022 (SY108), been received? Yes, go to Step 11 No, check the SY022, then go to Step 2
2	Claim lodged by closing date A closing date applies to Lawful Custody claims. Lodgement must occur before 1 April in the year immediately following the year of study, or apprenticeship activity: unless the customer is a vulnerable customer, or the late lodgement was due to circumstances beyond their control See Start and closing date for ABSTUDY claims. Was the SY022 lodged by the closing date, and/or do acceptable reasons for late lodgement apply? Yes, go to Step 3 No, go to Step 10
3	Student or Australian Apprentice If the customer is: a student, go to Step 5 an Australian Apprentice, go to Step 4
4	Confirm Australian Apprenticeship details To qualify for ABSTUDY as an Australian Apprentice, a person must have a current Commonwealth Registration Number relating to a full-time Australian Apprenticeship. Refer the apprenticeship details to a Local Peer Support (LPS). They will check and confirm the details on the Access Apprenticeship database. If the Australian Apprenticeship details on the database are: confirmed, go to Step 5 unconfirmed: Hold the claim for 14 days Record details in a Progress of ABSTUDY Claim Fast Note Display on Access (DOA) Check the claim every 14 days for up to 13 weeks Contact the customer. Explain approval of payments cannot occur until the Department of Employment and Workplace Relations record confirmation of their Australian Apprenticeship status If the status is still unconfirmed after 13 weeks from the receipt of the claim, go to Step 10
5	Lawful Custody Award Students and Australian Apprentices must meet specific criteria to qualify for Lawful Custody Award. Are they eligible for Lawful Custody Award? Yes, go to Step 6 No, go to Step 10
6	Customer may qualify for Lawful Custody Allowance Students and Australian Apprentices who qualify for the Lawful Custody Award may qualify for Lawful Custody Allowance. In Customer First, open the customer's record to code the claim: Select the started new claim (NCL) activity from the Activity List (AL) screen Go to the Customer Details Task Selector (CDTS) screen Update the appropriate screens based on the claim information provided Pre-selected mandatory screens: Accommodation (AC) - even though this screen does not need the details for this claim, the system will not accept the claim unless completed. Enter the following codes in the relevant fields: Address Type Used for RA calc - 'HOM' Home Ownership - 'NHO' Sharer Status - 'NAS' Tax File Number Details (TFN) - code the TFN or exemption reason: Before granting ABSTUDY (if not provided), the customer must supply a: - TFN, if they do not meet an exemption reason, or - TFN application form For further information, see Tax File Number (TFN) for ABSTUDY Payment Destination Details (PAS) - even though this screen does not need the details for this claim, the system will not accept the claim unless completed. Enter the following code: 'OVR/TEMP. OVERWRITE TNG & FNG' override in the Direct Credit Exemption Reason: field Identity Confirmation - code the Proof of Identity (POI) exemption reason 'AB' Note: customers may be eligible for Lawful Custody Allowance for more than one course. If a customer is current, they cannot have a NCL activity indexed on their record. This will require a separate activity to complete the relevant coding.
7	ABSTUDY Task Selector (EYTS) After updating the screens selected from the Customer Details Task Selector (CDTS) screen, the screen flow will go to the EYTS. Update the appropriate screens based on the claim information. Pre-selected mandatory screens will depend on the age of the customer. If the customer is aged: 22 years or over, go to Step 8 under 22 years, go to Step 9
8	Coding for customers aged 22 years or over Students Customer Study Details (EDC) screen in Process Direct or Education Course Details (EDC) screen in Customer First - for information on how to update this screen, see Coding ABSTUDY education details Code the Participation Status: field as 'LAW' Education Payments Start Date (EPDC) screen - the system automatically calculates the payment start date Accept this date unless the student has transferred from another payment. If so, the date to use will then be - Date Paid To plus 1 (DPT+1) Australian Apprentices (apprentice or trainee) Apprenticeship Details (NAPD) screen - Code Australian Apprenticeship details on the NAPD screen EDC screen - for information on how to update this screen, see Coding ABSTUDY education details Code the Participation Status: field as 'APL' Note: select any other screens on the EYTS screen with a 'Y' next to them, to confirm the details on these screens are still current. Go to Step 11.
9	Coding for customers aged under 22 years Students Customer Study Details (EDC) screen in Process Direct or Education Course Details (EDC) screen in Customer First - for information on how to update this screen, see Coding ABSTUDY education details Code the Participation Status: field as 'LAW' Education Payments Start Date (EPDC) screen - the system automatically calculates the payment start date: Accept this date unless the student has transferred from another payment. If so, the date to use will then be - Date Paid To plus 1 (DPT+1), or If the student is turning 16 years of age, use the date of their 16th birthday Australian Apprentices (apprentice or trainee) Apprenticeship Details (NAPD) screen - Code Australian Apprenticeship details on the NAPD screen EDC screen - for more information on how to update this screen, see Coding ABSTUDY education details Code the Participation Status: field as 'APL' EPDC screen - the system automatically calculates the payment start date: Accept this date unless the student has transferred from another payment. If so, the date to use will then be - Date Paid To plus 1 (DPT+1), or If the student is turning 16 years of age, use the date of their 16th birthday Independent/Homeless/Away from Home Details (NIH) screen, press [Enter] through this screen - Not required for a Lawful Custody claim. Select any other screens on the EYTS screen with a 'Y' next to them, to confirm the details on these screens are still current. Go to Step 11.
10	Not eligible for ABSTUDY As the customer is not eligible for ABSTUDY, complete the following: Reject the claim for ABSTUDY Tell them the decision and their review and appeal rights Rejected claim for payment as an Australian Apprentice: Where this occurs after 13 weeks because the Department of Employment and Workplace Relations have not recorded confirmation of their Australian Apprenticeship status, contact the customer to inform them of the rejection reason Record the reasons for the decision to reject the ABSTUDY claim on the ABY LAW Granted/Rejected Fast Note Use Fast Note – select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY LAW Granted/Rejected > Confirm
11	Itemised list of essential course costs Staff should find these listed on the ABSTUDY Lawful Custody Allowance claim for reimbursement - to support SY022 (SY108) provided by the correctional institution. The Head of School/Faculty must verify the itemised claim as being an essential requirement for all students or Australian Apprentices. Has the correctional institution lodged an itemised list of essential course costs or equipment costs? Yes, go to Step 12 No, Lawful Custody Allowance is not payable at this stage. However, the customer will remain current (with no payment), so assessment can occur when the correctional institution lodges the essential course or equipment costs: Finalise the activity on the Assessment Results (AR) screen Record details on the ABY LAW Granted/Rejected Fast Note Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY LAW Granted/Rejected > Confirm Procedure ends here
12	Legitimate essential course or equipment costs Check the ABSTUDY Lawful Custody Allowance claim for reimbursement - to support SY022 (SY108). To consider essential costs as legitimate, the: Essential course costs must: be verified by the Head of School/Faculty as being an essential requirement for all students undertaking the course, and have evidence of expenditure, such as receipts, lodged by the correctional institution Equipment costs must: be verified by the employer as being an essential requirement for all Australian Apprentices working in this area, and have evidence of expenditure, such as receipts, lodged by the correctional institution Note: there is no upper limit to this allowance; however, Service Officers must be satisfied the claim includes only essential costs. Does the applicant have any legitimate essential course or equipment costs? Yes, go to Step 13 No, Lawful Custody Allowance is not payable. However, the customer will remain current (with no payment), in case the correctional institution lodges future essential course or equipment costs: Finalise the activity on the Assessment Results (AR) screen. Do not inhibit claim outcome advice for the customer/s Advise the correctional institution of the decision in a Q888 Lawful Custody Allowance - Reimbursed to correctional centre letter. See Creating a Q999 or Q888 letter Record details on the ABY LAW Granted/Rejected Fast Note Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY LAW Granted/Rejected > Confirm Procedure ends here
13	Lawful Custody Allowance is payable Complete the following fields on the Supplementary Education Payments (EPSP) screen: Note: if the correctional institution lodges a request for bulk reimbursement, Service Officers must code the following for each customer in the claim. Event Date - record the date the customer became eligible for Lawful Custody Allowance or the start date of the course Payment Type - key 'LAW' Reason - leave blank Amount Claimed - enter the amount of money the applicant has asked to have reimbursed Amount Paid - record the amount the applicant is going to have paid to them, (that is, the legitimate course or equipment costs) Payee - key 'TPT'. Note: still use 'TPT' in the rare cases where the correctional institution has arranged for payment to go to the customer (by advising in writing) Claim Details - record the claim number given by the correctional institution on the LAW RTO Form A Frequency - record details to show how often the customer's requested payment will occur. The payment for this allowance tends to be a one off
14	Payment destination Arrange for the payment to go to the correctional institution (or other third party such as the education provider). Go to the Payment Instruction Summary (PIPS) screen and complete the following fields: Add New Payee - key 'Y' for an individual such as the customer, or Link to Organisation - key 'Y' for a correctional institution or third party organisation These fields will flow to the screens to code the third party details for the person or the organisation. If the payment is to go: to the correctional institution or supplier of textbooks, pay them in the form of a direct debit (using the account details on the claim form) to reimburse the customer as per a written directive by the correctional institution, complete the Payment Instructions Payee Details (PIPD) screen with their details directly to the education provider and that provider is on the institution register (accessed through the PIPS screen). Make the payment directly to the education provider For more information about how to arrange payment for a third party, see Payments to third parties and institutions for ABSTUDY.
15	Finalise the activity Finalise the activity on the Assessment Results (AR) screen (check the results are correct before finalising). Do not inhibit claim outcome advice for the customer/s. Advise the correctional institution of the decision and any payments issued in a Q888 Lawful Custody Allowance - Reimbursed to correctional centre letter. See Creating a Q999 or Q888 letter. Customer's record: Record details of the claim on the ABY LAW Granted/Rejected Fast Note Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY LAW Granted/Rejected > Confirm If the SY022 has already been assessed, annotate the existing Fast Note with details of payment Correctional institution's record: Record details of the payment on the ABY LAW Reimbursement Fast Note Use Fast Note - select Auto text, use Students, ABSTUDY & Apprentices > Claims - ABSTUDY > ABY LAW Granted/Rejected Reimbursement > Confirm Expire any Fast Note > Progress of ABSTUDY claim Display on Access (DOA) Complete any scanned documents actioned as part of the claim Procedure ends here.

Operational Information

Processing an ABSTUDY claim 010-23061559

Accepting a claim

Schooling A

Schooling B - At Home

Schooling B - Boarder

Tertiary/Masters/Apprentice

Incidentals

Testing and Assessment

Lawful custody