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 entitlement to Emergency Maintenance Allowance or the rate payable.

Clients may be able to get an extension if there is a good and sufficient reason why they cannot complete their Mandatory Review in time.

When a client needs more time to complete their review, they must let MSD know before their 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 immediate family
• the client is 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 will be not required to respond to their Mandatory Review, and the review date will be reset to 52 weeks from their current review date.

Example

Harper is getting Emergency Maintenance Allowance and has a Mandatory Review due on 12 July 2026. However, Harper's home is damaged by a landslip, and she cannot return home.

Because she has lost all her possessions and is focused on finding accommodation, MSD determines it is not reasonable for Harper to respond to her Mandatory Review before by her review date. In this case, MSD grants an exemption.

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