DATE OF ISSUE:  10 DECEMBER 1996

INCOME SUPPORT STANDARD LETTERS ON WORD 7.0

Purpose

The purpose of this Departmental Instruction is to provide information on the use and maintenance of the Word 7.0 letterhead template pack containing the nationally agreed income support standard letters.  This pack was originally installed on each State's LAN in May 1996 and should be updated by the first week of December 1996.  The latest update follows a full review of the content of the letters by a working group consisting of State Offices and National Office (NO) representatives.

Background

2.At the Quality Assurance Conference in December 1994, it was decided that all income support letters should meet certain standards and would replace the States “local standard” letters.  Four States took the responsibility to write a set of standard letters.  The letters were to go through a clearance process prior to approval by the Income Support Management Committee (ISMC) for use in all States.

3.Following the changeover to Windows 95, all the nationally agreed income support standard letters were converted to Word 7.0 in template format and installed on each State's LAN.

4.At the ISMC meeting in June 1996 it was decided that these converted letters  were to be reviewed again.  A workshop was organised in July 1996 and changes to the content format, directory structure and the clearance process were made.

5.The following steps ensure that the standard letters undergo the necessary clearance procedures:

❶the designated State drafts the letters;

❷the letters are then sent to the other States for comment;

❸the comments incorporated where appropriate, into redrafted letters making sure that the letters conform to the presentation standard (a copy of the “Standard Inclusions” for all the standard letters is at attachment A);

❹the new/rewritten letters are then sent through the Manager Income Support in the designated state to the Director of the Business Delivery Section, NO and passed to Ferri Ghazi, the NO contact officer who will;

a)arrange for the approval from relevant areas in NO of those letters in need of policy and privacy clearance;

c)forward the letters to the ISMC for final approval; and

d)maintain a schedule of current status and version number.

6.The NO contact officer will organise for the systems update of the approved letters and provide all States with the updated catalogue.  Any amendments to the current letters or adding new letters require the same steps as described above to be followed.

7.The name of a directory or the file arrangements within a directory may change and new directories may be added to the list as the need arises. The NO contact officer will advise the States of a change.

Overview of the Standard Letters System

8.The income support standard letters system contains all the nationally agreed income support standard templates.  With the systems update, the number of templates total 275 under 15 directories.   These templates are not linked to the payment advice letters and cannot be produced by the Integrated Advices System.

9.With the systems update in December 1996, the names of the directories have been modified to take less space on the dialogue box.  A directory called IS Index has been added to the list containing the index of all the income support standard letters templates.  The IS SP Cont directory has been deleted from the list and two new directories called Relationship Investigation (Relation) and Miscellaneous (IS Misc) have been added.

10.The IS Misc directory only contains templates not related to the other directories.  The aim is to keep the number of templates under this directory to a minimum.  The list of the directories is at attachment B.

How to Create a Letter From the Template

11.The user can create a new document based on the desired standard letter.  This is achieved by selecting File, then New from the Word menu.  In Word 7.0, this presents as a dialogue box containing "tabs" (as per index cards) which carry the name of the folder(s).

12.To create a standard letter document, the user selects a Work group template by clicking once on the tab and then selects one of the templates listed in the window below it.

13.The new document templates have no macros.  This means that users would have to navigate around the document to find the "blank spaces" where the variable data is entered.  The Word 7's locking feature helps the user to enter variables directly into the body of the document without any risk of changes to the rest of the document.  This facilitates fast data entry and minimises errors.

Optional Paragraphs

14.Some letters contain OPTIONAL paragraphs.  Ensure that you delete the additional paragraph(s) not relevant to the specific case.  There is a tool bar button provided for unlocking the document where editing of the optional paragraphs only is required.

Adding New Templates or Amending the Existing Templates

15.Standard letters require a vigorous quality control process and approval before they can be added to or changed on the system.

16. It is the responsibility of the Manager Income Support of the originating State Office to ensure that the new/amended letters are examined for their need to be added to the system.  The letters should then be sent to NO for the approval process as described in paragraph 4.

Contact Officers

17.The following is a list of the standard letters contact officer for each State.  Staff should advise their contact officer if they have any problems with any aspects of the letters.  The contact officer will then co-ordinate a submission to the Director Business Delivery Section, Income Support Branch, NO through the Manager Income Support for the problem to be rectified in the next update of letters.

StateContact OfficerPhone No.

NSW — Zdenka Zrno(02) 213 7933

VIC — Graham Koop(03) 9284 6367

QLD — Des Dargusch(07) 3223 8803

SA — Rob Fitzgerald(08) 213 2651

WA — John Gliddon(09) 366 8417

TAS — Judy Makedos(002) 216 705

Maintenance Arrangements

18.The maintenance of the Income Support standard letters template system is the responsibility of the NO.

MURRAY HARRISON

BRANCH HEAD

INCOME SUPPORT

      December 1996

(Attachment A)

STANDARD INCLUSIONS

• Appeal Rights and Time-frames

• Basis for Delegation

• Content & Style

• Eligibility Versus Payability

• Favourable QS Determination

• FOI Access to Records

• Legislative Title

• Obligations and Period for Compliance

• Privacy Requirement

• Right of Review

• Salutations

• Signatures

• Standard Paragraphs

• Thresholds

• VEA References

• VEA Terminology

"STANDARD" INCLUSIONS IN LETTERS

Appeal Rights and Time-frames:

Appeal rights should be included in respect of any decision except the decision to recover an overpayment.  The 3 months' time-frame for lodging an appeal is not 3 months from the date of the decision nor the date of the letter advising of the decision.  It is 3 months from "service" of the advice.  This can generally be taken to mean 3 months from when the client receives it, which in turn, can be taken as 3 months plus a few days from the date of posting of the letter.

Also, it is not the role of the person advising of the decision to make judgements about the possible success or failure of an appeal - the advice should not contain any suggestion that it would be useless for the client to lodge an appeal.  To do so would be to pre-empt the decision of the service pension review officer and may be interpreted as denying a client his/her legal rights.

Basis for Delegation:

It is important to be aware of whether a letter to a client is being written by a person under the auspices of Delegate of the Secretary (under 54, s54A, s54AA, s128) or Delegate of the Commission (reasons for decision etc.).

Any author of a letter should be aware of the delegations they hold so that the letter is "authorised" by the legislation.  Due care needs to be taken when the person writing the letter is not the person who is making the "decision".

Content and Style:

• Open letters where appropriate with “I am writing to you about...”

• Refer to the date of the pensioner's letter

• When in doubt leave punctuation out

• Tone to be positive and friendly

• Keep the letter short.  Attach brochures and flyers rather than putting the information into the body of the letter

• Avoid jargon and clichés

• All letters should be in 14 pitch Times New Roman font

• An upper case "D" is used in any reference to a specific department ie meaning the Department of Veterans' Affairs

• “could" should not be used instead of "would".  "could" means can you and "would" means will you

• Use World War 2 not World War II

• Headings in the text are to be centred

• Text is left justified

• When quoting a section of the Act always use a small “s” ie. s54

• Except in references to the position of CPM or RPM the plain English spelling for the plural form of money is "money"

• When in a letter it is referred to the 21 days time-frame, a simple 21 should be used and not the phrase "twenty one (21)"

• Don't use capital letters for the following terms:

• service pension
• disability pension
• delegates
• veteran
• qualifying service etc.

The first time that these terms are used in the letter bold the term.  For example - “I am writing to you about your claim for service pension received at this Department on ......”

• Use bullets when indenting

• 1800 phone number is called “FREECALL”

• When quoting from the Act or other sources:

• if the quote is less than thirty words it becomes part of the text
• if the quote is more than thirty words it has to be indented and the text is in a smaller pitch.  If writing to a pensioner the text could be italicised rather than reduced in pitch.

• Finish letters with - If you have any questions about.........please contact me on the above number

• Never apologise for Commission policy only apologise for mistakes

• Secretary and Commission should start with a capital letter

Eligibility Versus Payability:

There is a clear distinction between these two concepts.  If the only thing stopping a person from receiving a pension is that she/he has income and/or assets in excess of the allowable limits - whether it's an appeal or a new claim - the person is still eligible for pension and is not required by the legislation to lodge a new claim for pension.  Income or assets in excess simply means that the person has no payability or has lost payability ie the person has lost their entitlement to a pension payment, not eligibility for the pension itself.

The correct reason for eligibility/non-eligibility should be given in the letter:  eg. some letters say that a claim is unsuccessful because there is no qualifying service where the real reason is that the person is not a "veteran", as defined.  This is particularly important for appeals so that the veteran is clear about possible grounds for appeal.

Favourable QS Determination:

If appropriate - ie the time frames are right - and information available does not indicate that the person would not be eligible for service pension:  we should be inviting a service pension claim when advising of a favourable Qualifying Service determination.

FOI Access to Records:

The Freedom of Information Act was given Royal assent in 1982.  All references to this Act should be "Freedom of Information Act 1982".  A client should be advised about the right to access his/her records under the FOI Act if advising about a decision.

Legislative Title:

The correct citing of the Acts:

Veterans' Entitlements Act 1986

Freedom of Information Act 1982

Privacy Act 1988

The italics are not just for emphasis - they are a legal convention.  The dates for the Acts need to be included always and no brackets are used.

Where in a letter the name of the Act is repeated a few times, the first time it is written in full, followed by the abbreviation in bracket "the Veterans' Entitlements Act 1986 (VEA)" and for the subsequent times the abbreviation can be used instead of the full title, ie "VEA" should appear as VEA, no bracket and not in italics.

Obligations and Period for Compliance:

Section 54, 54A and 54AA deal with obligations in respect of advising a change of circumstances and returning forms.  Section 128 is to be used for all other service pension related requests.

"Within 21 Days" is now the standard compliance period.  If any variation is required to this time-frame, it cannot be 14 days or less than 14 days.  The only time the legislation allows for a "within 14 days" time frame is if a person is indebted to the Commonwealth and they change address (subparagraph 128(2)(a)(ii) VEA refers).

Privacy Requirement:

Any standard letter that requests information from a client should first be cleared with the National Privacy Officer for content and compliance with the Privacy Act 1988.  To comply, the letter should state why information is being collected and to whom it may be released.  If the information is never released the disclosure para is not required.

Right of Review:

The VEA does not require a person to have anything other than a "reason" for requesting a review of a decision.  The person does not have to have additional evidence or be able to explain where the decision maker has gone wrong.  Any further evidence may be sought in the letter, as long as it does not place an obligation on the person.

Salutations:

DI B26/92 re Quarterly advices refers; the following rules are approved for use in salutation:

a.If there is a joint assessment and no surname match but both with titles, use "Dear title surname and title surname".

b.If there is a joint assessment and surname match use "Dear title/Mr and title/Mrs surname".

c.If there is a joint assessment and no surname match use "Dear Sir and Madam".

d.If there is a single assessment for a male use "Dear title/Mr surname".

e.If there is a single assessment for a female use "Dear title surname" or "Dear Madam".

f.If there is a single assessment for a female, and a male recorded with the same surname, use "Dear title/Mrs surname" (This case applies where the female receives the pension and her spouse does not but is recorded on the system).

7. If a joint assessment exists, but individual advices are to be produced for the couple, use "Dear title", then "Dear Mr" and "Dear title" then "Dear Mrs" in accordance with the principles, otherwise use "Dear Sir" and Dear Madam".

Signatures

The signature box to be at the bottom left hand corner.  If you are seeking information sign Delegate of the Secretary (not to include “of the Department of Veterans' Affairs” because it is on the Department's letterhead).  If you are providing a decision sign Delegate of the Commission.  General letter to pensioners sign Service Pensions Examiner.

Standard Paragraphs

When writing a new letter requiring paragraphs on the right of review and freedom of information these standard paragraphs are to be used.

RIGHT OF REVIEW

If you do not agree with this decision, you may apply to have it reviewed by a Service Pension Review Officer at this office.  If you decide to apply you must do so within three months of being advised of this decision.  A request for a review must be in writing and set out your reasons for seeking a review.

FREEDOM OF INFORMATION

Under the Freedom of Information Act 1982 you have access to your personal files or any other non-exempt documents.  You may also inspect the manuals, guide-lines, rules and instructions which may be used by officers in making decisions relating to members of the public.  For further details contact the Department and ask for the Freedom of Information section.  If you are calling from outside the Metropolitan area, dial our FREECALL number shown at the top of this letter.

Thresholds:

If the pensioner's income/assets are in excess of the limits, the pensioner should be advised of  the relevant limits so he/she can keep track of when it may be possible to lodge a request for a review.

VEA References:

The relevant - and correct - legislative reference should be included where a decision is being quoted, an action being taken or information being requested.  For example:

s54 or s54A instead of s127

s5B / 5C instead of s35 in regard to service details

s7A instead of s36 for qualifying service.

VEA Terminology

We should be sure that the clear English, more meaningful terminology is adopted.  Examples of some of the more common new terms are:

"illness separated couple""invalidity service pension"

"age service pension""carer service pension"

"member of a couple""not a member of a couple"

"income free area""asset free area"

"dependent child add-on".

(Attachment B)

Standard Letters and Templates

Table of Contents

Bereavement (Bereavmt Templates).............................................36

Bank Advice........................................................36

Bereavement Advice..................................................36

Bereavement Overpayment.............................................36

Bereavement Payment Calculation........................................36

Funeral Benefit......................................................37

Advice for manual cases...............................................37

Payment to Estate....................................................37

Relationship Investigation (Relation Templates).....................................38

Maintenance........................................................38

Marriage -like Relationships.............................................38

Change of address for Renters...........................................38

Marital Separation under the same roof.....................................38

Separation for Medical reasons...........................................38

Clinical (Clinical Templates)...................................................38

Earnings (Earning Templates).................................................39

Earnings...........................................................39

Superannuation......................................................39

Fraud (IS Fraud Templates)...................................................39

Hardship (Hardship Templates)................................................40

Application for hardship pension..........................................40

Review of pension....................................................40

Managed Investment (MIs Templates)...........................................40

Capital Growth Profit Pre 1/7/96..........................................40

Explanation Letters Post Extended Deeming.................................40

Requests for information - Extended Deeming................................41

SP Carer (IS Carer Templates).................................................41

NEW CLAIMS (New Clm Templates)............................................41

SP CSHC..........................................................41

SP New claim Con. Of verbal withdrawal....................................42

SP New claim permanent incapacity.......................................42

SP Qualifying service..................................................42

SP New claim rejection................................................42

SP/QS Reject no qualifying service........................................42

SP/QS reject 'Not a Veteran'.............................................42

SP/QS request for Service details.........................................43

SP/QS Requests for Service details (O'Seas)................................43

Overpayment (Overpay Templates).............................................44

Payment Administration (Pay Admn Templates)....................................46

Payment Processing..................................................46

Payment Delivery.....................................................46

Section 11 (Data Mtch Templates)..............................................47

Section 11..........................................................47

Step 4.............................................................47

Step 1.............................................................47

Transfers (Is Trans Templates).................................................47

Trustees/agents (Trustee Templates)............................................48

Miscellaneous (IS Misc Templates)..............................................48

Student Review......................................................48

Bereavement(Bereavmt Templates)

Bank Advice

Description	Template Name
Access Authority(BA2)	Access Authority
Refund of moneys from financial institution	Refund of $-Fin Inst.
War Widow + ISS or DP + SP usually just one payment after death	WW+ISS or DP+SP 1 pyment

Bereavement Advice

Description	Template Name
General advice to next of kin (not spouse)	General advice NOK
General advice to spouse re WWP, FB and maybe with DSS	Gen advice spouse-WW
EDA or POW - need further info to grant War Wids.	EDA or POW need info
General advice to other authorities, departments etc	Gen advice other dep.
General advice - no money owing - OP offset by BP or payable to the estate	Gen advice - no $ owing
General advice - nil pension or Dep All. Or PA payable	Gen advice - nil pension

Bereavement Overpayment

Description	Template Name
First advice to NOK - formal claim on estate for overpaid money	1 — st adv to NOK-op$
Seeking refund from joint account owner/account owner /trustee	Seeking refund-Joint ac.
Seeking refund from whoever cashed cheques	Seeking refund-whoever
General advice - overpayment exists but we have written to bank	Gen advice-opayment
Second request for refund of overpaid moneys	2 — nd req-refund op $
Advice to solicitor or executor regarding overpayment	Adv solicit re OP
Overpayment - Instalment offer accepted	Opayment-Instal offer
Part Payment received - where's the rest	part pment received

Bereavement Payment Calculation

Description	Template Name
BP payable - access advice	BP-access advice
BP payable - cheque to be sent	BP-cheque to be sent

Funeral Benefit

Description	Template Name
Lodge claim on approved form - form enclosed	FB-Lodge claim - form
Approved - cheque for $550 will be sent soon	FB-Apprvd-chque sent
Approved -cheque for $550 plus transport costs will be sent soon	FB-apprvd-cheque+Trns
Approved -death due to war service	FB-apprvd-war s dth
Disallowed - war widow	FB-Disallwd-WW
Disallowed - death not service related	FB-Disallwd-dth not s
Disallowed - not indignant circumstances	FB-Disallwd-not indig
Disallowed - no eligible service	FB-Disallwd-not elig S
Disallowed - British veteran	FB-Disallwd-Brit Vet
Disallowed - dependant	FB-Disallwd-depndnt
Disallowed - claimant did not pay funeral costs	FB-disallwd-no cost
Disallowed - claim not lodged within required time	FB-Disallwd-notontime
Disallowed - Allied Forces	FB-Disallwd-Allied
Disallowed - Inform spouse to apply for WWP	FB-Disallwd-SpouseWW
Not eligible - does not meet any criteria	FB-Not eligible
No decision - try for indignant circumstances	FB-No deci-circumsta
No decision - await death accepted as service related decision	FB-No deci-await dth
No decision - need further info to establish veteran status	FB-No deci-need info
No decision - try for indignant/needy circumstances or await war widows pension	FB-no deci-await WWP
Second request for further information	FB-2 — nd reqest-for info
Letter asking for receipt	FB-asking for recipt
second request for receipt	FB-2 — nd req. for receipt
Letter to person named on receipt	FB-Person eligible
Application transferred from another state	FB-Appn from states
Memo - transferring application to another state	FB-Trans other state
Advice to claimant regarding transferring application to another state	FB-advice trans appn

Advice for manual cases

Description	Template Name
General advice to spouse survivors	MC-Gen advice-spouse
General advice - previously assessed as seperated due to ill health	MC-Gen advice-sep ill
General advice to veteran survivors	MC-Gen advice to Vet
General advice for war widows	MC-Gen advice to WW

Payment to Estate

Description	Template Name
Uncollected pension owing	PTE-uncollctd $ owing
Second request for response	2 — nd req. to spouse
Need certified copy of will - enclosing will	PTE-need certfd will
Request for  information regarding NOK, executor, etc	PTE-Req-for info re NOK
Section 50 Certificate Required	PTE-Sec 50 cert requrd
Approved - cheque forwarded or enclosed	Pay to estate-chque
No money owed to estate	PTE-No money owed

Relationship Investigation(Relation Templates)

Maintenance

Description	Template Name
Service pensioner paying maintenance - investigation	SP pay maint-invest

Marriage -like Relationships

Description	Template Name
Investigation (Veteran)	Investigation Vet
Investigation (Spouse)	Investigation spouse
Investigation	Investigation

Change of address for Renters

Description	Template Name
Investigation	Invest. Change addr.
Investigation	Invest. Change addr.

Marital Separation under the same roof

Description	Template Name
Investigation	Invest. Seperat usr
Decision not to grant single rate	Not grant single rate
Questionnaire re living under the same roof	Questionaire - Same Roof

Separation for Medical reasons

Description	Template Name
Decision not to grant single rate	Not Grant SR - medic

Clinical(Clinical Templates)

Description	Template Name
Certificate of attendance: PI exam	Cert of attend-PI ex
Request for clinical notes	Req for Clinical
SP New claim medical appointment (Vet)	NC-appointment(vet)
SP New claim medical appointment (Doctor)	NC Med Appointment Dr

Earnings(Earning Templates)

Earnings

Description	Template Name
Letter to employer confirming details of COMMENCED employment	confrm comnced date
Letter to employer confirming details of COTINUATION of employment	Confrm contnu employ
Letter to employer confirming details of CESSATION of employment	Cessation of employm
Letter to pensioner acknowledge employment advice + explaining Earning Credit scheme	Explanation of scheme
Letter to pensioner acknowledge employment advice - work continuing	work continuing

Superannuation

Description	Template Name
Letter to pensioner requesting SUPERANNUATION INFORMATION	Req - for super info
Letter to Commissioner of Superannuation requesting details of SUPERANNUATION	to Comisnr of Super
Letter to Superannuation fund manager requesting details of SUPERANNUATION	to Super fund managr
Letter to DHSS confirming details of RETIREMENT BENEFITS	to DHSS-conf detail
Letter to Overseas fund manager confirming details of RETIREMENT BENEFITS	to O-Seas fund mngr
Letter to Pensioner explaining how the BRI Exchange Rate is calculated	to pensnr explan BRI

Fraud(IS Fraud Templates)

Description	Template Name
Initial letter requesting an interview with veteran	Initial req intervw
Record of telephone response to first contact letter	Record of phone resp
Letter sent after interview if not referring to the DPP	After intervw-not DPP
Letter sent where there is no response to request for interview	No response to intrvw
Letter sent after interview advising referral to DPP	After intervw-to DPP
Letter sent after referred to DPP - no prosecution action will be taken	DPP - No prosec action

Hardship(Hardship Templates)

Application for hardship pension

Description	Template Name
Delegate grant - married - no deemed income	Grant-married-no deem
Delegate Grant - single - no deemed income	Grant-single-no deem
Delegate Grant - married - deemed income	Grant-married deemed
Delegate Grant - single deemed income	Grant single deemed
Delegate rejection - married	Reject-Married
Delegate rejection - single	Rejection-single

Review of pension

Description	Template Name
Review - married -no deemed income	Revw-married no deem
Review - single - no deemed income	Revw-single-No deem
Review - married - deemed income	Revw-married-deemed
Review - single - deemed income	Revw-single deemed
Delegate Determination - no longer in hardship - marriage	Determn-no hardsp+m
Delegate Determination - no longer in hardship - single	Determn-no hardship+s

Managed Investment(MIs Templates)

Capital Growth Profit Pre 1/7/96

Description	Template Name
Capital Growth Profit - Total Realisation	Total Realisation
Capital Growth Profit - Partial Realisation	Partial Realisation

Explanation Letters Post Extended Deeming

Description	Template Name
Capital Growth Profit - Total Realisation Extended Deeming	Super total r deem
Capital Growth Profit - Partial Realisation Extended Deeming	Super part r deem
Managed Investment treated as Financial Asset - Unitised Extended Deeming	MI-FA unit deem
Managed Investment treated as Financial Asset - Non Unitised Extended Deeming	MI-FA non-unit deem
Shares treated as Financial Asset Extended Deeming	Shares-FA deem

Requests for information - Extended Deeming

Description		Template Name
Request for Info non-unitised super inv-from date of orig inv Extended Deeming		Non-unit-date origin
Request for info non-unitised super inv-from specified date Extended Deeming		Non-unit-specif-date
Request for info non-unitised super inv-date uncertain Extended Deeming		Non-unit-date uncrtn
Request for info unitised super inv-from date of orig inv Extended Deeming		req-date orig inv
Request for info unitised super inv-from specified date Extended Deeming		req-specified date
Request for info unitised super inv-date uncertain Extended Deeming	req-inv date uncrtn

SP Carer(IS Carer Templates)

Description	Template Name
New claim SP Carer accept & obligations (Married)	Carer accept-married
New claim SP Carer accept & obligations (Single)	Carer accept-single
New claim SP Carer Reject Assets INXS (Married)	Carer reject-asset+M
New claim SP Carer Reject Assets INXS (Single)	Carer reject-asset+S
New claim SP Carer Reject Income INXS (Married)	Carer reject-incom+M
New claim SP Carer Reject Income INXS (Single)	Carer reject-incom+S
New claim SP Carer Reject not prov. constant care	Carer rej-no prov c
New claim SP Carer Reject not req. constant care	Carer reject-not req c
New claim SP Carer Reject in receipt of other pensions	Carer rej-rcvd other
Review of carer's SP - Cancellation due to income assets	Review-no carer(I+S)
Review of Carer's SP - Cancel due to not prov constant care	Rev-cancel carer NPC
Cancellation due to income  and assets	Cancell due to I&A
Cancellation due to not rendering constant care and attention	Cancel-not const care
Information from the carer to determine eligibility for exemption from assets test	caree assets more info
Statement of details from the carer of a non SP recipient	non sp caree details

NEW CLAIMS(New Clm Templates)

SP CSHC

Description	Template Name
CSHC Accept & obligations (Married)	CSHC accept & oblig+M
CSHC Accept & obligations (Single)	CSHC accept&oblig+S
CSHC Reject income INXS (Married)	CSHC rej-income+M
CSHC Reject income INXS (Single)	CSHC rej-income+S

SP New claim Con. Of verbal withdrawal

Description	Template Name
SP New claim confirmation of verbal withdrawal	NC-confirm verb wthd

SP New claim permanent incapacity

Description	Template Name
SP New claim rejection (Not PI)	NC reject (not PI)

SP Qualifying service

Description	Template Name
SP qualifying service enquiry (Accept)	QS enquiry (accept)

SP New claim rejection

Description	Template Name
SP New claim rejection assets INXS (Married)	NC reject-asset x +M
SP New claim rejection assets INXS (Single)	NC reject-asset x+S
SP New claim rejection income INXS (Married)	NC reject-Income x+M
SP New claim rejection income INXS (Single)	NC reject-Income x+S

SP/QS Reject no qualifying service

Description	Template Name
Australian vet 1935/45 (No QS)	Aust vet 1939-45 noQ
Australian vet post 45 (No QS)	Aust vet-post 45 noQS
Australian vet Korea (No QS)	Aust vet-Korea noQS
Australian vet Malaya 1950/57 (No QS)	Aust vet-Malaya 50-57
Australian vet Malaya 1957/63 (No QS)	Aust vet-Malaya 57-63
Australian vet Malaya, Sabah, Sarawak, Brunei 62/67(No QS)	Aust vet-M-S-S-B 62-67
Australian vet Vietnam 62/73 (No QS)	Aust vet-Vietnam 62-73 no QS
Commonwealth vet (No QS)	Commonwealth vet-No QS
Allied vet (No QS)	Allied vet No QS
Australian Mariner (No QS)	Aust Mariner-no QS
Allied Mariner (No QS)	Allied mariner-No QS
Australian vet with pre & post 45 service (No QS)	Aust vet-pre+post 45

SP/QS reject 'Not a Veteran'

Description	Template Name
SP/QS Reject not an Australian vet	QS reject-not Aust v
SP/QS Reject not a Commonwealth vet	QS reject-not cwlth vet
SP/QS Reject not an Allied (No hostilities)	QS reject-not allied
SP/QS Reject not an Allied (Service with enemy)	QS rej-not allied+SE
SP/QS Reject not an Allied (Not a member of the forces)	QS rej-not allied+nmf
SP/QS Reject not an Australian Mariner	QS rej-not Aust Mar
SP/QS Reject not an Allied Mariner	QS rej-no allied mar
SP/QS Reject not an Allied Vet	QS reject - not alid v

SP/QS request for Service details

Description	Template Name
SP/QS Request to CARO Northern Territory Service 39/45	QS req-NT serv 39-45
SP/QS Request to CARO to confirm Rotnest Isl Service	QS-confirm Rotnest sv
SP/QS Request to RAAF re NGSM & Minsweeping	QS req to RAAF re NGSM
SP/QS Reminder to RAAF	QS reminder to RAAF
SP/QS Request to Army re NGSM & Minsweeping	QS req to army NGSM
SP/QS Reminder to Army	QS remind to Army
SP/QS Request to Navy re NGSM & Minsweeping	QS req to navy NGSM
SP/QS Reminder to Navy	QS reminder to Navy

SP/QS Requests for Service details (O'Seas)

Description	Template Name
SP/QS Request to NZ Airforce re service details	QS req to NZ Airforc
SP/QS Reminder to NZ Airforce	QS remind to NZ Airf
SP/QS Request to NZ Army re service details	QS req to NZ Army
SP/QS Reminder to NZ Army	QS remind to NZ Army
SP/QS Request to NZ Navy re service details	QS req to NZ Navy
SP/QS Reminder to NZ Navy	QS remind to NZ Navy
SP/QS Request to UK Army re service details	QS req to UK army
SP/QS Reminder to UK Army	QS remind to UK Army
SP/QS Request to UK Navy re service details	QS req to UK Navy
SP/QS Reminder to UK Navy	QS remind to UK Navy
SP/QS Request to UK RAF re service details	QS req-UK RAF
SP/QS Reminder to UK RAF	QS reminder UK RAF

Overpayment(Overpay Templates)

Description	Template Name
Advice of possible overpayment	Advice - possible op
First recovery letter - previous advice sent	1 — st recovery letter
First recovery letter - previous advice sent (waiver included)	1 — st recovery-WT para
First recovery letter no previous advice	1 — st recov-No pre OP adv
First recovery letter- no previous advice (waiver included)	1 — st rec. WT-No pre adv
Acknowledgment of full refund	Acknowl.-full refund
Advice of limitations at formula rate	Adv. Limit at form R.
Advice of Administrative charge	Adv of admin charge
Advice of no overpayment	Advice of no OP
Payment Notice letter - Bank/Employer	Pay notice-bank-emp.
Payment Notice letter - Payment Notice	Payment Notice
Payment Notice letter - Letter to Client	Pay Notice to client
Section 128 Letter - general request for information	S128L-Gen req for info
Section 128 Notice Covering Letter	S128N-covering
Section 128 Notice	S128 Notice
Accept offer of limitation	Accept offer of Lim
Sending forms - vet has requested review of limit	Vet req review of lim
Advice to client - Outcome of Req. to R/V lim. Rate	Outcome-req to rv lim
Advice of limitation finished	Adv Limit finished
DSS advise DVA to recover overpayment by limitation - letter to client	DSS advise DVA -rec OP
Initial report on the recovery of DSS overpayment	1 Report Rec DSS OP
Report on the recovery of DSS overpayment	Rep on rec of DSS OP
Request for DSS to commence withholdings from pension	DSS start withhold
Attachment to RCWDSSP & RIWDSSP	Attach to DSS req
Request to increase withholdings from DSS pension	Req inc withhold DSS
Request for information on recovery of DVA O/P	Req recov DVA OP
Attachment to RDVAO	Attach to req DVA OP
DSS/DVA Overlappings	DSS-DVAOverlap
Routine overpayment letter	Routine OP letter
Special recovery letter for payments made after death	Recov-pay aftr dth
Overpayment from estate - first contact next of kin	OP estate-1 — st NOK
Overpayment from estate - NOK second request	OP estate-2nd NOK
Overpayment from estate - Executor	OP Estate-Executor
Overpayment from estate - Executor - second request	OP Estate-2 — nd req Exe
Overpayment from estate - Trustee	OP Estate-Trustee
Overpayment from estate - Trustee - second request	OP Estate-2 — nd Trust
Overpayment from estate - Cheque payee	OP Estate-Cheque Pay
Overpayment from estate - Cheque payee - second request	OP Estate-2 — nd req chq
Overpayment from estate - Reply that there is no O/P	OP Estate-no OP
Transfer of Overpayment to another state	Transfer OP to State
Overpayment - defer recovery	OP-defer recovery
Public trustee - nil overpayment - advice for multiple clients	Public Trustee-Nil OP

Payment Administration(Pay Admn Templates)

Payment Processing

Description	Template Name
Arrears held, no reply from DSS	Arrears-no reply DSS
Arrears held, reply from DSS, balance to be released to client by cheque	nil adj of arrears-chq pay
Arrears held, reply from DSS, arrears paid by cheque to bank account	Arrea-gnral reply DSS
Arrears held, DSS recovery equals arrears, nil balance owing	nil balance owing
Arrears held, recovery exceeds arrears resulting in small overpayment being waived	Small opayment waived
Reply from DSS received, nil adjustment required next pay	Nil adj of arrears-next pay
Memo to DSS regarding clearances	DSS re Clearance
Arrears of disability grant or increase to be released + Rent	DP Arrears be paid+rent
Additional bereavement payment - recently granted war widow pension	Add brvmnt pay ww grant
Additional bereavement payment - a posthumous decision	Add brvmnt pay DP deci
Resumption of pension	Resume pension
Notice of variation to pension for Protective Commissioner	Protective Com note

Payment Delivery

Description	Template Name
Tax Statement/payment enquiry - deceased client not in receipt of benefits	Decsed-no benefits
Tax Statement/payment enquiry - statement/info enclosed	Statement enclosed
Pension exempt from tax - separate response will be forwarded for other enquiries	Pension not tax-sep advice req
Pension not taxable	Pension not taxable
Reply to estate - deceased not in receipt of benefit	Decsd-no benf-reply req
TWIMC - duplicate group certificate	TWIMC - dup Group Cert.
Adjustment to tax statement due to service pension overpayment recovery	Adjust tax-SP OP recov
Adjustment to tax statement due to ISS overpayment recovery	Adjust tax-ISS OP recov
TWIMC - rate and type of pension	TWIMC-Rate & type pension
TWIMC - permanent incapacity	TWIMC - Perm. Incap
Statement of service pension  and allowances	Statement of SP+allo
Instalment returned from financial institution - new details required	New detail required
Instalment to be returned	Instalm be returned
Replacement cheque	Replacement cheque

Section 11(Data Mtch Templates)

Section 11

Description	Template Name
External match - payment matching DVA v DEET	External Mtch-DVA v Deet
Internal match - Duplicate payments (Service Pension)	Internal Mtch SP
Internal match - Duplicate payments (War Widow's Pension)	Internal Mtch WW
Internal match - Duplicate payments (Disability Pension)	Internal Mtch DP
Income match DVA v ATO	Income Mtch DVA ATO
Income match DVA v ATO (for surviving client where partner has since died)	Income Mtch DVA ATO 2
Incorrect TFN recorded (detected through data matching)	Incorrect TFN-Data M
Pensioner has provided incorrect TFN	Incorrect TFN by P

Step 4

Description	Template Name
Pensioner has provided incorrect TFN (possibly family members)	Incorrect TFN-Family
Personal discrepancies identified through step 4 (Name is different between DVA & ATO)	Discrep Step4-Name dif

Step 1

Description	Template Name
Request for supply of correct TFN as original supplied is invalid	Req for correct TFN

Transfers(Is Trans Templates)

Description	Template Name
Letter to pensioner querying a possible INTERSTATE TRANSFER	Advice-interstate tfr
Letter to Pensioner advising of the  OVERSEAS ADMINISTRATION of pensions BY TASMANIA	Advice-O-S admin TAS
Letter to Pensioner advising of INTERSTATE TRANSFER	Query interstate tfr
Letter to pensioner querying possibility of permanent stay o/seas	Query overseas transfer

Trustees/agents(Trustee Templates)

Description	Template Name
Letter to holder of Power of Attorney re: request of POA document.	POA-Request of doc
Letter to Power of Attorney advising of return of POA document & how POA will affect him/her (ie. change of address & obligations).
POA-advise return doc
Letter to Pensioner in response to "Application for Appointment  of an Agent" request if application is to be sent to pensioner.
To pensnr-appoint agnt
Letter to Agent (most likely Director of Nursing) in response to "Application for Appointment of an Agent" request if application is to be sent to agent.	letter to agent
Letter to Agent advising details of appointment.	To agent-detail appt
Letter to PENSIONER advising details of appointment of agent.	Advise detail of agent
Letter to Public Trustee advising details of payment, accepted disabilities, if any (if this is the first advice to Public Trustee) & obligations.	To Truste advise pay
Letter to Trustee in response to "Application for Appointment of Trustee" request.	To Truste in respons
Letter to Trustee confirming appointment of trustee.	To Truste-confirm app

Miscellaneous(IS Misc Templates)

Description	Template Name
Statement of Annual Pension	Statement of pension
Statement of fortnightly pension	State of 4thntly payment
Return of documents	Return of Doc

Student Review

Description	Template Name
Letter to Pensioner advising cancellation of DCAO, maintaining income deduction & obligations, due to ST/CH receiving a living allowance	student revw-cancel
Letter to pensioner advising of student child obligations	student revw-obligat