3 May 2016 – Clarifying student claims assessment processes

The department is not “auto-rejecting” student claims. Each claim is assessed based on the student’s individual circumstances, the eligibility criteria and the supporting information provided.

However, if a student’s claim is examined and does not meet the eligibility criteria and/or the supporting information or documentation is not provided, then the claim is required to be rejected.

Trained staff are working hard to process claims as soon as possible and students can be assured that all claims are individually considered.

The department’s quality checking framework for claims has remained in place throughout the peak period to ensure claims are being assessed correctly.