When an initial liability determination has been made in R&C ISH the outcome will be visible in the clients MyService account.
This chapter explains the actions staff need to take when publishing negative decisions on conditions claimed for MyService display purposes.
When there is at least one condition with an accepted, rejected or withdrawn outcome, the Correspondence section in R&C ISH will display the Initial Liability Condition Notification section as per below screengrab:
Accepted conditions
If a condition has been accepted at least under one Act then the status will be automatically promoted to MyService and displayed as Accepted.
Rejected and withdrawn conditions
A Promote hyperlink will be visible for rejected and withdrawn status conditions when it is assessed under all Acts.
After notifiying the client of the claim outcome delegates must manually click the Promote hyperlink.
The status column will display the promoted date for the specific condition and the status will be updated in MyService to ‘Not accepted’ or ‘Withdrawn’.
Where the determination decision is Rejected or Withdrawn and DVA Staff have not promoted the hyperlink, the status will be automatically promoted to MyService after 7 days from the determination date.
Notes:
- If a determined condition has been re-assessed via Reviews and Appeals claim resulting in a different the decision outcome then MyService will display a blank status by replacing the original status. This will be resolved soon in an upcoming release to retain the original status.
- If a condition is ‘subsumed’ into another condition from a single diagnosis covering from another claimed condition, the subsumed condition will display a blank status and the claimed condition name on determination. This will be resolved soon in an upcoming release to display the accurate status upon determination.