Application lapses

The application process is only considered to be completed when a client has:

• completed a written or online application form and
• provided supporting evidence and
• completed any assigned pre-benefit activities where required

The applicant has 20 working days to complete the application process. If the applicant does not complete the application process by the end of the 20th working day after the date of first contact, their request for financial assistance is lapsed on the 21st working day.

The lapse date is automatically calculated by the system from the client's date of first contact.

The 20 working days exclude public holidays and the period commencing 25 December and ending 15 January in the following year.

If the client has a good and sufficient reason for not completing an application form or providing supporting evidence, you can extend the 20 working day period.

There are no review or appeal rights when a client's application lapses. This is because no decision has been made, the application is incomplete.

When their application lapses, if the client still wishes to apply for a benefit, they will need to re-start the application process and re-establish their eligibility. The date the client makes contact to do this will become their new date of first contact.

If the client immediately re-starts the application process and they had fully completed a written application form, this completed form can be used to re-investigate benefit entitlement.