4.2.4.20 Claim Action 2 - Claim Not Complete

Is a letter required?

No.

What to do

The relevant FAO agency must contact the applicant (1.1.A.72) to obtain any outstanding information or documents. Outstanding information can be obtained:

• over the phone,
• by signing a written statement, or
• in person.

Where outstanding information is obtained over the phone or in person, an electronic or written record of the following information must be made:

• the details obtained,
• the details of the officer who obtained the information,
• the date the information was obtained, and
• the method used to obtain the information.

Outstanding documents can be obtained by:

• mail, or
• appointment.

Time given to comply with the request

The applicant has 14 days from the date of the initial request to comply with the request to provide outstanding information. Applicants may request an extension of time to provide information, up to a maximum of 13 weeks, which the FAO will grant if it is reasonable to do so. The request must be made within the 14 day period. The extension may be renewed subject to the 13 week maximum.

Some of the circumstances in which it may be reasonable to grant an extension include:

• an applicant having practical difficulties in meeting the 14 day timeframe as a result of living in a remote area or overseas, or
• an emergency interfering with an applicant's plans to lodge within the 14 day period, or
• documentation not immediately available.

Consequences of not complying with the request

Failure of the applicant to provide the requested information or documents stops the claim from being effective (1.1.E.10).

The applicant should be advised that an ineffective claim cannot be reinstated by any FAO action, and if they want to test their eligibility for FTB in the future they must lodge a new claim.

Record-keeping

An electronic or paper file record of this advice should be kept.

Act reference: FA(Admin)Act section 154 General power to obtain information, section 7 How to claim

Policy reference: FA Guide 4.2.2.10 Common FTB Claim Requirements

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Last reviewed: 1 December 2008