When an extension or exemption can be given

When a client needs more time to respond to the Mandatory Review, they may be able to get an extension. If a client is unable to respond to the review, they may be able to get an exemption.

Clients must contact MSD before their review date to discuss their situation if they need an extension or exemption. A client cannot get an extension or exemption on or after the Mandatory Review date.

Note even if a client gets an extension or exemption, they must still advise MSD of any changes in their circumstances that may affect their eligibility for Accommodation Supplement or the rate payable.

Clients may be able to get an extension if there is a good and sufficient reason why they cannot respond to their Mandatory Review before the review date.

When a client needs more time to respond to the review, they must let MSD know before their Mandatory Review date. The extension can only be granted before the review date.

Good and sufficient reasons may include (but are not limited to):

• the client is unexpectedly hospitalised
• death or illness in the client's immediate family
• the client experiencing or escaping a family violence situation

If MSD determines the client has a good and sufficient reason, the client can get an extension of up to 20 working days.

Note a client can get multiple short extensions, however the maximum amount of time that can be given for an extension is a total of 20 working days from the client's original review date.

A client may be able to get an exemption when they are experiencing an unforeseen event or situation that is beyond their control, and this means they are unable to respond to their Mandatory Review (even if they had more time).

The client must let MSD know before their review date to discuss their circumstances.

Exemption reasons may include (but are not limited to):

• localised natural disaster that affects the client but not the whole region (e.g. the client's property is affected by a landslip)
• unexpected serious illness or an accident affecting the client or their immediate family member
• the client's benefit is ending because a child has left their care suddenly and the Mandatory Review is due during the 28-day continuation of payment

If MSD determines an exemption applies, the client won't be required to respond to the Mandatory Review, and the review date is reset to 52 weeks from their current review date.

Example

Danny is getting Accommodation Supplement and has a Mandatory Review due on 15 October 2026. However, Danny's child becomes sick with a serious illness and is admitted to hospital for an extended period. Danny has to travel to the hospital often while also caring for his other children at home.

Due to Danny's circumstances, MSD determines it is not reasonable for Danny to respond to his Mandatory Review by his review date. In this case, MSD grants an exemption.

Danny's next Mandatory Review is set for 52 weeks from the original review date.