Documents Relating To (lex 86718): Procedure Documents: Coding Changes To Customer Information And Claiming Errors Within Payment Accuracy Review (par) 110-14040070 (effective From 1 July 2025)…

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Services Australia released procedure documents for Payment Accuracy Reviews (PAR) effective 1 July 2025, detailing how staff should code and record customer information errors and claiming issues within the Jobseeker Payment questionnaire. The procedures establish protocols for identifying and categorising two types of potential errors: denied payments (where customers may have been incorrectly denied an entitlement) and unclaimed payments (where customers are unaware of or ineligible for available payments). Staff must distinguish between administrative errors and customer errors when recording these issues in the RRRS system, with specific guidance on determining whether errors stem from administrative failures, customer awareness gaps, or deliberate customer choice. One document was released in full; one was partially withheld under section 47E(d) of the Freedom of Information Act, with some information sources redacted.