Logging A Returned Award Notice - Enquiry Centre Only (AG)

• Yes, go to step 2

• No, the claimant will have

• Previously requested a copy or a duplicate award notice that they have not received, go to step 2

• Stated they have already returned the signed award notice, but we have not received it, go to step 2

• Received a reminder notice to tell them to sign and return the award notice, go to step 2

Or

• The claim has been suspended or terminated due to an unsigned award notice, go to step 2

‘TCMZ Unsigned 05/06 award – Payment Suspended

• If the note has been entered, go to step 4

• If the note has not been entered, go to step 3

• Use Function VIEW AWARD and go to the Select Award screen to either

• Click on the latest Initial CY version 1, if this has been issued to highlight it and then click on the [OK] button. You will be taken to the Award Summary screen

Or

• If it has not been issued, click on the next amended version that has an issued date to highlight it and then click on the [OK] button. You will be taken to the Award Summary screen

• On the Award Summary screen, if the claim has been terminated due to an unsigned award notice

• The status of the award will be 'Terminated'

• The current year award will be set to NIL

And

• A form TC607 Statement Of Account (SOA) will have been issued which will display the following reason for issue

'You did not return a signed award notice as requested'

Then

• Was the reply by date of the award notice less than 30 days ago

• Yes, go to step 4

• No, explain to the claimant that they will need to make a fresh claim. Follow the guidance in Invite Fresh Claim

Note: If the claimant responds by saying that they have already signed the award notice, provided a signature declaration over the telephone, or have a good reason for not signing the notice, you must follow the guidance in Good Cause

• If the claim has not been terminated due to an unsigned award notice, go to step 4

• Use Function VIEW AWARD and go to the Select Award screen to obtain the barcode reference number of the unsigned award notice

• Click on the Initial CY version 1, if this has been issued to highlight it. If it has not been issued, click on the next amended version that has an issued date to highlight it

• Click on the [OK] button

Then

• Go to step 5

Notes:

1. Not all Initial CY versions will display as version 1. If you log back a barcode reference of a version that is not the Initial CY version 1, the claim will remain unsigned and will be terminated

2. The award version that requires logging back will display the following on the Award Summary screen

• A tick in the [Unsigned] checkbox

• A ‘Reply by date’ will be set

• There will be no date displayed next to the Date signature logged field

3. If the claim has been made in CY but backdated into PY and a signature is required, you will need to log the return of the award notice for the latest Initial CY and Initial PY version using the above information

• No, go to step 7

• Yes, go to step 6

• Dispute the decision as a result of a change of circumstances or because the details are incorrect

• Follow the guidance in Changes to amend the details and then go to step 7

• Dispute the decision for any other reason

• Follow the guidance in Applicant Notice Query and then go to step 7

Note: If the award notice is a form TC602(A) or a TC602(B), you must always use the barcode reference number to log it has returned. In the case of a two claimant family both claimants must sign the award notice

• Ensure you log back the correct award notice, where the claimant has signed form TC863 or the award notice does not have a signature box. To do this

• Use Function VIEW AWARD and go to the Select Award screen to either

• Click on the latest Initial CY version 1, if this has been issued to highlight it and then click on the [OK] button. You will be taken to the Award Summary screen

Or

• If it has not been issued, click on the next amended version that has an issued date to highlight it and then click on the [OK] button. You will be taken to the Award Summary screen

Notes:

1. Not all Initial CY versions will display as version 1. If you log back a barcode reference of a version that is not the Initial CY version 1, the claim will remain unsigned and will be terminated

2. The award version that requires logging back will display the following on the Award Summary screen

• A tick in the [Unsigned] checkbox

• A ‘Reply by date’ will be set

• There will be no date displayed next to the Date signature logged field

3. If the claim has been made in CY but backdated into PY and a signature is required, you will need to log the return of the award notice for the latest Initial CY and Initial PY version using the above information .If you do not log the correct award notice back as signed, the claim will be terminated or if it has already been terminated, it will remain terminated

4. If the returned award notice

• Appears on the Unmatched Entries screen, go to step 8

• Does not appear on the Unmatched Entries screen, it has been successfully logged. If the claim has

• Been terminated due to an unsigned award notice, send the notice to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• Not been terminated due to an unsigned award notice, go to step 9

• Attempt to match the award notice or form TC863 to a current claim. Follow the guidance in Checking Unmatched Returned Award Notice

Then

• Go to step 9

‘TCMZ Compliance activity: Do not unsuspend payment’

• If the note has been entered, go to step 10
   
• If the note has not been entered , follow the guidance in Identifying Compliance Activity

• If there is Compliance activity and the Claimant Compliance Officer tells you to

• Unsuspend the payment, go to step 11
   
• Not to unsuspend the payment, go to step 12

• If there is no Compliance activity or Compliance do not require the claim, go to step 11

• ‘TCMZ Awd notice logged. Payments still suspended due to Compliance’

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

Then

• Send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

• Take no further action

• ‘TCMZ Unsigned 05/06 award – Payment Suspended’

• If the note has been entered, go to step 12

• If the note has not been entered, send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• Enter the claimant’s NINO in the Key Entry Data screen

• Select the ‘All’ checkbox

Then

• Go to the Maintain Payment Suspension screen

• On the Maintain Payment Suspension screen, does the following suspension reason display in the Suspensions Currently Set field

‘Manual Payment Request’

• Yes

• Click on the suspension reason to highlight it

• Click on the [Remove] button

Then

• Click on the [OK] button. The payments will be reinstated

Note: If there is a partner, you must check if the payments have been suspended for the same reason by clicking on the [Partner Suspensions] button. If the payments have been suspended for the same reason, you must remove the suspension reason in the same way as above

• Send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

Then

• Use Function MAINTAIN HOUSEHOLD NOTES to record your actions

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

• No

• Send the notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

Then

• Use Function MAINTAIN HOUSEHOLD NOTES to record your actions

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

Note: If there is a partner, you must check if the payments have been suspended for the same reason by clicking on the [Partner Suspensions] button. If the payments have been suspended for the same reason, you must remove the suspension reason in the same way as above