LEX 80273 Decision Decision Documents.pdf

FOI/LEX 80273 - Page 1 of 46
s22
Delivery standards for Centrelink payments and services (CLK)
106-02000000
Currently published version valid from 29/09/2023 6:19 PM
Background
s22
This document outlines content relevant to service and timeliness standards for Centrelink payments and services
(CLK).
Government intent
Services Australia has developed a number of standards in regard to timeliness, service and completion of claims
and forms. These ensure the agency provides support and assistance to customers, while providing the agency
with the ability to measure and improve customer service.
Timeliness standards (CLK)
The Department of Social Services (DSS) Partnership Agreement contains Key Performance Indicators (KPIs) which
contain some standards that Centrelink must meet.
In order to meet customer expectations and the KPIs under the Balanced Scorecard, Services Australia sets
timeliness standards for the payments and services it offers.
Contents
Timeliness standards - Claims processing
Related links
Centrelink service standards and procedures for pre-release and post-release prison customers
Standards for helping customers complete claims and forms

FOI/LEX 80273 - Page 2 of 46
s22

Centrelink service standards and procedures for pre-
release and post-release prison customers 106-
02020000
Currently published version valid from 18/06/2024 1:14 AM
Background

s22
This document outlines help available to customers who have recently been, or will soon be,
released from prison.
Pre-release claim
A customer may lodge a pre-release claim for a social security pension, social security benefit or
ABSTUDY Living Allowance and Crisis Payment before leaving prison if all the following apply:
•  they have a known release date that is no more than 21 days in the future
•  they agree to a pre-release appointment
•  authentication can be established
Additionally, a customer may lodge a Crisis Payment claim with a social security pension, social
security benefit or ABSTUDY Living Allowance if they have spent 14 or more days in prison or
psychiatric confinement because of being charged.
Some customers are not eligible to lodge a pre-release claim. Customers 'on remand' are in
custody awaiting trial with no known release date and can be released by the court or the relevant
authorities at any time. They cannot lodge a claim before they are released from custody because
they do not have a known release date.
The customer can make a claim using any service delivery channel available at the prison facility.
Only Service Officers in the F2F Incarcerated Customer Services team can undertake pre-release
claims and assessments.

FOI/LEX 80273 - Page 3 of 46
Drug Court program
A customer may be released with a Drug Court requirement that may affect how they meet mutual
obligation requirements. Customers released with a drug court program and claiming a payment
with mutual obligations may receive a temporary exemption. See Applying mutual obligation
requirements (People participating in Drug Programs).
Post-release claim
Customers who did not lodge a claim for payment before their release from prison may contact the
agency soon after their release from prison. If a customer contacts or makes a social security
pension, social security benefit or ABSTUDY Living Allowance claim within 7 days after release,
they may be also eligible for Crisis Payment. See:
• New claim for Crisis Payment after customer released from prison or psychiatric
confinement
• Intent to claim and vulnerable customer
If a customer contacts or makes a claim for a social security pension, social security benefit or
ABSTUDY Living Allowance more than 7 days after release, check their record to determine if
they meet the intent to claim provisions. See Intent to claim and vulnerable customers.
If no incarcerated details are recorded
The agency may not be notified that a customer has been imprisoned. If this happens, the
customer may have been incorrectly paid while in prison, resulting in a debt.
This can be identified when a customer is applying for a pre-release or post-release payment. The
agency must confirm the details.
See the Resources page for a link to intranet information about confirming admission and release.
Confirmation of prison admission and release dates
Confirmation of a customer's custody dates are needed for the claim process. Customers may have
discharge documents or a letter from the correctional centre to confirm their entry and release
dates.
If the customer does not have any evidence to confirm a period in custody, confirmation from the
Incarcerated Customer servicing department is needed. See Confirming prison admission and
release dates.
Family Tax Benefit (FTB) child leaves Youth Justice
In some cases the released child will have a discharge document to show a date of release. If this
has not been given to the child or new carer, contact the Approved Care Organisation Team (ACO)
or see Confirming prison admission and release dates, to confirm their release date.
Confirming period in custody for overseas prisoners
The Department of Foreign Affairs and Trade (DFAT) can help with confirming international prison
admission and release dates after receiving the Disclosure and Use of Personal Information form.
See the Resources page for a link to the form.
Assistance to customer imprisoned overseas

FOI/LEX 80273 - Page 4 of 46
Australians imprisoned overseas may be eligible for Services Australia Centrelink payments
including Crisis Payment if they meet all the following conditions:
•
they return to Australia
•
they claim within 7 days of their release from an international prison
•
they meet payment eligibility criteria
See Confirming prison admission and release dates.
Mutual obligation requirements
Customers released from prison are exempt from RapidConnect.
Working age customers are not required to start looking for work straight after their release from
prison.
A 2 week exemption from mutual obligation requirements from the date of release may be
granted. A longer exemption may be granted in certain circumstances. See Exemptions from
mutual obligation requirements for prison release customers.
A person does not need to enter into a Job Plan if they are:
•
still in prison
•
charged with an offence
After release or at the end of any exemption they must enter into a Job Plan as soon as possible. A
person may be eligible for employment assistance if they are:
•
in prison
•
released on license for paid work
See Eligibility to access employment assistance services through Workforce Australia.
A customer who is on the Time to Work Employment Service (TWES) programme is not eligible for
a Major Personal Crisis (MPC) exemption.
Customer Vulnerability Indicator
A customer leaving prison may need to have a vulnerability code recorded on their record.
See Circumstances impacting job seeker compliance.
Customer aggression incidents and Managed Service Plan (MSPs)
If the customer’s behaviour is aggressive or counterproductive, record an incident in:
•
Customer Incident Management System (CIMS) – for Centrelink customers
•
Customer Incident Recording Tool (CIRT) – for Medicare or Child Support customers
See Customer aggression - Reporting and recording incidents.
An MSP is an administrative action that tailors the way the agency delivers services to a customer.
MSPs are put in place:
•
after an incident of customer aggression, including when the behaviour is directed at
another customer

FOI/LEX 80273 - Page 5 of 46
s47E(d)
See Customer aggression - Managed Service Plan (MSP).
Medical evidence
An Employment Services Assessment (ESAt) helps us determine what type of work a person can
do based on their individual situation. The ESAt does this by assessing the impact of barriers and
medical conditions on a customer's ability to meet mutual obligations. Medical evidence is required
to support the completion of an ESAt for customers with medical conditions.
See Employment Services Assessment (ESAt) overview.
Debts and interest charges
A customer's debt will accrue an interest charge if their debt was not temporarily written off while
the customer was in custody.
If a customer is eligible for a social security pension, social security benefit or ABSTUDY Living
Allowance on their release and has an existing debt, apply a short-term hardship write off code for
a further 28 days. See Temporary write off Centrelink debts.
At the end of the write off period, recovery will recommence, and a payment arrangement must be
negotiated. See General Centrelink debt recovery information.
Raising debts for prepayments
A social security pension, social security benefit or ABSTUDY Living Allowance and/or Crisis
Payment is not payable where the customer is released from prison later than originally scheduled.
s47E(d)
See Reviewing and
reassessing Crisis Payment (CrP).
Anticipated payment recovery

s47E(d)

To vary a repayment, see Changes to the repayment rate of an advance payment.
Centrepay
Centrepay may help customers who are released from prison with budgeting. It is a free service
that allows voluntary deduction from Centrelink payments to cover a range of expenses.
See Centrepay.
Member of a couple

FOI/LEX 80273 - Page 6 of 46
Partnered customers with a known prison release date are eligible to have their claim assessed
within 21 days of their known release date. Customers may need to provide more information to
support their pre-release claim within 14 days of release.
The release from custody of a partnered customer may affect the payment rate of the partner.
See Assessment of circumstances for customers with partner in prison.
Products to give to customers
Prisoner Wallet Card
The wallet card provides customers with:
•  key information for Services Australia payments and services, including
•  actions customers should take to avoid getting a debt when they go to prison and
•  documents to bring to Centrelink after a customer is released from prison
Service officers can order Prisoner Wallet Cards

s47E(d)
) for corrective services staff to give to customers during their incarceration
and release from prison. See Resources for a link to the POP.
Information for People in Prison brochure
The brochure gives customers the information they need to know when doing business with the
agency on entering, during and leaving custody.
Service Officers and Corrective Services staff can order Information for People in Prison brochures
Staff can give the brochures to
s47E(d)
customers during their incarceration and release from prison. See the Resources page for a link to
the POP.
The Resources page contains links to the Prison Servicing intranet page, information on requesting
medical information, how customers can prove their identity, a verbal declaration script, relevant
forms and contact details.
Related links
Adding a customer to the system
New claim for Crisis Payment prior to the release of a customer in prison or psychiatric
confinement
New claim for Crisis Payment after customer released from prison or psychiatric confinement
Identifying barriers to participation for prison release customers
Exemptions from mutual obligation requirements for prison release customers
Eligibility for Crisis Payment (CrP)
Circumstances impacting job seeker compliance
Prison admission process and claims during incarceration
Identification and eligibility for income management

FOI/LEX 80273 - Page 7 of 46
Voluntary Income Management eligibility
Income Management for Vulnerable Welfare Payment Recipients (VWPR)
Income Management and Cashless Debit Card customers entering or leaving prison
Temporary write off of Centrelink debts
Medicare number and Medicare card requests for prisoners
Incarcerated Customer Services
Customer aggression - Managed Service Plan (MSP)
Managed Service Plan (MSP) - Customer service delivered through a One Main Contact (OMC)

Process

This document outlines help available to customers who have recently been, or will soon be,
released from prison.
On this page:
Review of pre-release interview scheduled by State and Territory Corrective Services
Processing pre-release new claim or restoration of primary payment
Using prison release data
Post-release interview (customer has been released from prison) - Pre-claim checks
Processing post-release (customer has been released from prison) - claim
Review of pre-release interview scheduled by State and
Territory Corrective Services
For Service Officers in the Incarcerated Customer Servicing team only.
Table 1
Step
Action
1
Pre-release interview period + Read more ...
Check the corrective services list of upcoming known releases and confirm the
interview date is within 21 days of the known release.
Is the customer's release date within 21 days of the interview claim date?

FOI/LEX 80273 - Page 8 of 46
•
Yes, go to Step 2
•
No, procedure ends here
2
Check if the customer has an existing Customer Reference Number
(CRN) + Read more ...
Does the customer have an existing CRN?
•
Yes, go to Step 3
•
No, add the customer to the system and document the customer's record. Go
to Step 6
3
Status Resolution Support Services (SRSS) + Read more ...
Is the customer a cancelled or suspended SRSS customer?
•
Yes, do not schedule a pre-release interview. This customer must contact the
Department of Home Affairs upon release. Procedure ends here
•
No, go to Step 4
4
Managed Service Plan (MSP) + Read more ...
Does the customer have an MSP?
s47E(d)
•
Yes:
s47E(d)
•
No, go to Step 5
5
Medical condition + Read more ...
Check the customer's record for any indications of previous medical conditions.
If a pre-release customer has an existing medical condition, in the phone interview,
check if the customer can obtain their medical information from state or territory
Corrective Service. The medical information will help support:
•
an Employment Services Assessment (ESAt) post release, if required

FOI/LEX 80273 - Page 9 of 46
•
the assessment for an exemption from mutual obligation requirements
Go to Step 6.
6
Schedule pre-release interview + Read more ...
Using the prison's upcoming release list, schedule pre-release interviews with
customers who have a known release date.
Some state and territory Corrective Services will schedule appointments using local
arrangements.
Procedure ends here.
Processing pre-release new claim or restoration of primary
payment
For Service Officers in the Incarcerated Customer Servicing team only.
Table 2
Step
Action
1
Authenticating a customer + Read more ...
Is the interview being completed by phone?
•
Yes, authenticate the customer. Go to Step 2
•
No, this is a paper claim:
o
authenticate the customer
o
scan the claim to Centrelink CRN
o
go to Step 2
2
s47E(d)
3
Check relationship status + Read more ...

FOI/LEX 80273 - Page 10 of 46
See Assessment of circumstances for customers with a partner in prison for more
information.
s47E(d)
Is the customer single?
•  Yes, go to Step 4
•  No, and the customer is:
o  already linked to their partner, there is no need for more relationship
information. Go to Step 4
o  not linked to their partner, tell the customer partner details are
required on the day of release from custody. Request a Partner details
- if you live in Australia (MOD P) at Step 12. Go to Step 4
•  Not recorded, tell the customer their relationship details need to be
confirmed. Request a MOD P at Step 12. Go to Step 4
4
Check payment destination + Read more ...
s47E(d)
Note: if there is an existing payment nominee arrangement, staff must confirm with
the customer that the nominee arrangement is still current before issuing payments.
If the customer decides to cancel, see Cancelling a nominee arrangement.
Does the customer have an accessible bank account as their payment destination
upon release?
•  Yes, go to Step 5
•  No:
s47E(d)
5
Check the customer's social security pension, social security benefit or
ABSTUDY Living Allowance and status + Read more ...
Eligibility for payments begin when a customer is released.
Check if payment is restorable based on their payment type and suspension reason.
See Cancellation, Suspension and Rejection reason codes (CLK).
For payment restoration with mutual obligation requirements (JobSeeker (JSP) and
Youth Allowance (YA) job seeker), determine if the job seeker:

FOI/LEX 80273 - Page 11 of 46
•  can continue to meet their mutual obligation after their release, and
•  meets the income and assets requirements for their payment
A person in prison or psychiatric confinement may make a claim for a social security
pension or social security benefit and CrP-PRI up to 21 days before their release date.
Eligibility for payments begins when the customer is released but the person may be
restored from an earlier date.
s47E(d)
Does the customer have a suspended social security pension, social security benefit or
ABSTUDY Living Allowance payment?
•  Yes, and if the customer:
o  has lodged an SU695 Prison release Request for restoration of
Disability Support Pension or Age Pension Claim for Crisis Payment
and Anticipated Payment form, go to Step 8
o  has a suspended JobSeeker Payment, Youth Allowance, Special
Benefit, Carer Payment, ABSTUDY or Parenting Payment, an SU508
must be completed if a customer suspended JobSeeker Payment or
Youth Allowance and uploaded or scanned to the customer’s record
o  go to Step 9
•  No:
o  and/or they have lodged an SU674 Prison Pre-release Claim, go to
Step 6
Note: customers are not required to provide a Prison Pre-release Claim SU674 if they
have a suspended social security pension, social security benefit or ABSTUDY Living
Allowance.
s47E(d)
Payment can be restored from date of release if the customer:
•  meets all other eligibility for PPS from this date, and
•  has contacted within 13 weeks of the date of notice to suspend
6
Start claim lodgement process + Read more ...
Is the pre-release interview being completed by phone?
•  Yes:
o  For a new claim, complete the SU674. Make sure to use the verbal
claim declaration with the customer. See Resources for the verbal
declaration script
o  Once the call is finished, scan the claims to the customer's record.
See Scanning Centrelink documents using an MFD
o  Go to Step 7
•  No, it is a SU674 claim:
o  Scan it to the customer's record

FOI/LEX 80273 - Page 12 of 46
o  Go to Step 7
7
Does the customer have a medical condition? + Read more ...

s47E(d)
This medical evidence can be used
to support the completion of an Employment Services Assessment (ESAt) if one is
required. See the Resources page for the Verification of Medical Conditions form
(SU684).
Does the customer have a medical condition?
•  Yes, the customer must provide evidence of their medical condition.
See Employment Services Assessment (ESAt) overview
o  For phone interview claims, encourage them to get their prison
medical record before they leave prison. Go to Step 8
o  For paper claims, go to Step 8
•  No, go to Step 8
8
Obtain consent for prison trust account + Read more ...
s47E(d)
Go to Step 9.
9
Has the payment been suspended? + Read more ...
Customers entering prison will have had their payment suspended or cancelled. This
is recorded as s47E(d)
or s47E(d)  See Cancellation, Suspension and Rejection
reason codes (CLK).
Determine if the customer's payment can be restored after their release and can
continue to meet their mutual obligations.
s47E(d)
s47E(d)
Is the payment restorable?
•  Yes, for:
•  Where the customer is present on the phone and eligible for Crisis Payment,
complete the SU508 once payment is restored
o  JobSeeker, Youth Allowance or Special Benefit, see Step 2 in Table 2
in Restoration of JobSeeker Payment (JSP), Youth Allowance (job
seeker) and Special Benefit (SpB), then go to Step 13
o  Age Pension, see Restoration of Age Pension, then go to Step 13
o  Disability Support Pension, see Restoration of Disability Support
Pension, then go to Step 13

FOI/LEX 80273 - Page 13 of 46
o
Carer Payment, see Step 7 in Table 1 in Restoration of Carer Payment
(CP), then go to Step 13
o
ABSTUDY payments, see Step 4 in the Restoration of ABSTUDY
payments table, then go to Step 13
o
Parenting Payment, see Cancellation, suspension and rejection codes
for Parenting Payment (PP), then go to Step 13
•
No, go to Step 10
10
Enter details into Assisted Customer Claim (ACC) + Read more ...
When entering a JSP or YAL (job seeker) claim using ACC:
•
all mandatory questions must be answered
•
all required documents must be provided
This applies whether it is a phone or paper claim.
If the paper Prison Pre-release Claim (SU674) form has been lodged, Service Officers
in the Incarcerated Customer Servicing team must complete an Assisted Customer
Claim (ACC) with the information contained in the SU674 during the pre-release
service.

s47E(d)

See Claiming JobSeeker Payment (JSP) to assess the claim.
Go to Step 11.
11
Check if more information is required + Read more ...
Is the customer required to provide more information?
•
Yes:
o
Request the information. See Requesting information (CLK)
o
Place the claim on hold s47E(d)
o
Claims placed on hold for a Request for Information will need
confirmation of the customer's release date.
- If they have been released, consider rejecting the new claim
- If they have not been released, place the activity back on hold
o
Go to Step 13
•
No, go to Step 12
12
JobSeeker Payment processing + Read more ...
A JSP or YAL (job seeker) claim cannot be granted unless the Participation Interview
has been completed and a RapidConnect determination made. Run the Participation
s47E(d)
Interview
The Participation Interview codes a RapidConnect status on the Job Seeker
RapidConnect (JMRC) screen to determine the customer's start date of payments.

FOI/LEX 80273 - Page 14 of 46
If error E543NM – 'Participation Workflow has not been completed' appears,
this means that both the Rapid Connect determination and Participation Interview
have not been completed.
s47E(d)
Launch the Participation Interview using
from the claim activity in
s47E(d)
and start s47E(d)
Select:
• s47E(d)
•
•
Complete the rapid connection details including Accommodation, Income and Assets,
Previous circumstances and other information question sets.
For help, see:
•
Processing Youth Allowance (YA) (job seeker) claims
•
Processing JobSeeker Payment (JSP) claims
s47E(d)
Go to Step 13.
13
Claiming Crisis Payment (CRP-PRI) + Read more ...
Is the customer claiming CrP-PRI?
•
Yes, see New claim for Crisis Payment prior to the release of a customer in
prison or psychiatric confinement. Go to Step 14
•
No, go to Step 14
14
Customer has an outstanding Centrelink debt + Read more ...

FOI/LEX 80273 - Page 15 of 46
If a customer is eligible for a social security pension, benefit or ABSTUDY Living
Allowance on their release and has an existing debt, the customer can apply to have a
further 28 days deferral of debt recovery.
See:
•
Temporary write off of Centrelink debts
•
Interest Charge (IC) for Centrelink debtors no longer receiving payments
Does the customer want to defer debt repayment arrangement?
•
Yes:
o
s47E(d)
in General Centrelink debt recovery information
•
No:
o
For phone interviews, go to Step 15
o
For paper claims, go to Step 16
15
Child support + Read more ...
Is there a current child support case in place?
•
Yes:
o
Tell the customer that they need to contact Child Support to make
sure they have an accurate assessment of their income. The customer
can contact Child Support on the prison phone service. If the
customer is in Tasmania, they can liaise with a correctional officer.
o
Go to Step 16
•
No, go to Step 16
16
Anticipated payment + Read more ...
Check if the customer is on weekly payment.
Customers who leave custody and qualify for Crisis Payment must be offered an
anticipated payment. However, customers on a weekly payment cannot be paid an
anticipated payment. Check first if they are on a weekly payment. See Making a
decision about a hardship advance or anticipated payment.
Is the customer claiming an anticipated advance payment?
•
Yes, make a decision about a hardship advance or anticipated payment. Go to
Step 17
•
No, go to Step 17
17
Income management + Read more ...
Check if the customer was on Income Management before going to prison.
If they are returning to live in an area subject to Income Management, their payment
will be paid according to those arrangements.
Go to Step 18.

FOI/LEX 80273 - Page 16 of 46
18
Customer has dependent children + Read more ...
If the customer advises they will return to having care of a child, tell the customer
they can apply for Family Tax Benefit after they are released from prison.
Go to Step 19.
19
Managed Service Plan (MSP) + Read more ...
Does the customer have an MSP?
•
Yes: s47E(d)
o
o
•
No, go to Step 20
20
Record progress of claim + Read more ...
s47E(d)
To confirm expected date of release, see Table 3.
Using prison release data
Table 3
Step
Action
1
Prison release data + Read more ...
The prison release data is a list of all people released from custody on a particular
day.
Service officers in the Incarcerated Customer Servicing team can use the prison
release data to check if they can record the released date in the customer's record.
Did the customer submit a pre-release claim?
•
Yes, go to Step 2
•
No, see Confirming prison admission and release dates
2
Pre-release claim + Read more ...
A customer can lodge a claim for payment in the period 21 days before their known
release date for the claim to be finalised before their release.

FOI/LEX 80273 - Page 17 of 46
Is the pre-release claim processed?
•  Yes, go to Step 3
•  No, see Confirming prison admission and release dates
3
Confirm expected date of release + Read more ...
To ensure payment integrity and compliance, service officers in the Incarcerated
Customer Servicing team are required to confirm the expected release date for pre-
release claims.
Was the customer released as expected?
•  Yes, document the release. Procedure ends here
•  No:
o  and the release is later than expected: s47E(d)
s47E(d)
o  and the release date is earlier than expected: payments are still
payable
Post-release interview (customer has been released from
prison) - Pre-claim checks
Table 4
Step
Action
1
Authenticating a customer + Read more ...
Staff must make sure they are satisfied that the person making the claim or on the
phone is who they say they are, before making any updates. See Authenticating a
Centrelink customer.
Go to Step 2.
2
Evidence of prison release + Read more ...
After being in custody, customers who want to claim a payment must provide
evidence confirming their release.
Has the customer provided evidence of their release from prison?
•  Yes, go to Step 3
•  No, go to Step 4
3
Authenticating prison release evidence + Read more ...
After being released from prison:
•  any customer looking to claim payment will need to provide evidence
confirming their release

FOI/LEX 80273 - Page 18 of 46
•  customers will receive a prison release certificate. This will have information
such as:
o  Release date
o  Institution or correctional facility name
o  Period of incarceration
o  Picture of the person
Customers may have other documentation that confirms their release from prison.
s47E(d)
Is the evidence provided by the customer acceptable?
•  Yes, go to Step 5
•  No, if there are concerns the evidence:
s47E(d)
4
Confirming prison release + Read more ...
See Confirming prison admission and release dates for how to confirm the customer's
dates in custody.
Has Corrective Services confirmed the customer's prison release date?
•  Yes, go to Step 5
•  No, ask the customer to give further evidence before claiming again.
Procedure ends here
5
Customer not entitled to payment while in prison + Read more ...
A social security pension, a social security benefit, a Parenting Payment, Pensioner
Education Supplement (PES), Mobility Supplement (MOB) or Carer Allowance (CA)
is not payable to a person who is in prison or psychiatric confinement.
Note: a person may be entitled to payment when all three of the following are
correct:
•  they have been charged (but not convicted) with an offence
•  they are in psychiatric confinement
•  they are undertaking a course of rehabilitation
s47E(d)

FOI/LEX 80273 - Page 19 of 46
s47E(d)
Was the customer receiving a social security pension, benefit or ABSTUDY Living
Allowance or benefit for their period of incarceration?
s47E(d)
6
Possible fraudulent claims + Read more ...
s47E(d)
Processing post-release (customer has been released from
prison) - claim
Table 5
Step
Action
1
Review of customer record + Read more ...
Have you completed a review of the customer record and evidence provided?
• Yes, go to Step 2

FOI/LEX 80273 - Page 20 of 46
•  No, see Table 3
2
Check if the customer has submitted pre-release SU674 or SU695
form + Read more ...
Customers are not required to provide a Prison Pre-release Claim (SU674) if they
have a suspended social security pension, social security benefit or ABSTUDY Living
Allowance.
Has the customer lodged a pre-release paper claim?
•  Yes, if the customer is:
o  receiving a social security pension, social security benefit or ABSTUDY
Living Allowance), go to Step 7
o  not currently receiving a Social Security pension, social security
benefit or ABSTUDY Living Allowance, go to Step 3
•  No, go to Step 3
3
Status Resolution Support Services (SRSS) + Read more ...
Is the customer a cancelled or suspended SRSS customer?
•  Yes, tell the customer to contact the Department of Home Affairs. Procedure
ends here
•  No, go to Step 4
4
Check the customer's social security pension, social security benefit or
ABSTUDY Living Allowance status + Read more ...
Does the customer have a suspended social security pension, social security benefit or
ABSTUDY Living Allowance?
•  Yes, go to Step 5
•  No, go to Step 6
5
Payment is suspended + Read more ...
Customers entering prison will have had their payment suspended or cancelled. This
is recorded as s47E(d)
or s47E(d)
. See Cancellation, Suspension and Rejection
reason codes (CLK).
Determine if the customer's payment can be restored after their release and can
continue to meet their mutual obligations.
s47E(d)
s47E(d)

FOI/LEX 80273 - Page 21 of 46
Is payment restorable?
•  Yes, payment is to be restored. For:
o  JobSeeker, Youth Allowance or Special Benefit, see Step 2 in Table 2
in Restoration of JobSeeker Payment (JSP), Youth Allowance (job
seeker) and Special Benefit (SpB), then go to Step 10
o  Age Pension, see Restoration of Age Pension, then go to Step 10
o  Disability Support Pension, see Restoration of Disability Support
Pension, then go to Step 10
o  Carer Payment, see Step 7 in Table 1 in Restoration of Carer Payment
(CP), then go to Step 10
o  ABSTUDY payments, see Step 4 in the Restoration of ABSTUDY
payments table, then go to Step 10
o  Parenting Payment Single, see Cancellation, suspension and rejection
codes for Parenting Payment (PP), then go to Step 10
•  No, go to Step 6
6
Claim lodgement + Read more ...
A customer or their nominee may make a claim for JobSeeker Payment (JSP) or Youth
Allowance (job seeker) payment.
Note: if there is an existing payment nominee arrangement, staff must
confirm with the customer that the nominee arrangement is still current before
issuing payments. If the customer decides to cancel, see Cancelling a nominee
arrangement.
For help, see:
•  Processing Youth Allowance (YA) (job seeker) claims
•  Processing JobSeeker Payment (JSP) claims
To help the customer or their nominee make a claim, either:
•  refer the customer to claim online or self service terminals, procedure ends
here, or
•  complete an Assisted Customer Claim (ACC) with the customer
Job seeker Online Claim appointment
s47E(d)

FOI/LEX 80273 - Page 22 of 46
Claim submission
s47E(d)
Go to Step 7.
7
Check relationship status + Read more ...
Is the customer single?
•  Yes, go to Step 8
•  No, and the customer is:
o  already linked to their partner, see Assessment of circumstances for
customers with a partner in prison. Correctly code the

s47E(d)
screen. Go to Step 8
o  not linked to their partner, tell the customer partner details are
required. Request a Partner details - if you live in Australia (MOD P) in
the next step
o  go to Step 8
o  not recorded, tell the customer their relationship details need to be
confirmed. Request a MOD P in the next step. Go to Step 8
8
Check if more information is required + Read more ...
Is the customer required to provide more information?
•  Yes:
o  Request more information. See Requesting information (CLK)
o

s47E(d)
o  Go to Step 13
•  No, go to Step 9
9
Claim processing for JSP, YAL (JSK) and DSP + Read more ...
A JSP or YAL (job seeker) claim cannot be granted unless the Participation Interview
has been completed and a RapidConnect determination made. The Participation
s47E(d)
Interview must be conducted and run in
The Participation Interview codes a RapidConnect status on the Job Seeker
RapidConnect (JMRC) screen to determine the customers start date of payments.

FOI/LEX 80273 - Page 23 of 46
If error E543NM - 'Participation Workflow has not been completed' appears,
this means that both the Rapid Connect determination and Participation Interview
have not been completed.
s47E(d)

For help, see:
•  Processing Youth Allowance (YA) (job seeker) claims
•  Processing JobSeeker Payment (JSP) claims
•  Assessing Disability Support Pension (DSP) claims
s47E(d)
Go to Step 10.
10
Customer has an outstanding Centrelink debt + Read more ...
If the customer has an existing debt that has not been written off, record the
customer's period of imprisonment. A customer's debt will accrue an interest charge if
the debt was not temporarily written off during imprisonment and should be adjusted
at the time of release. See:
•  Temporary write off of Centrelink debts
•  Interest Charge (IC) for Centrelink debtors no longer receiving payments
A customer upon release is eligible for a further 28 days deferral of recovery. See
s47E(d)
in General Centrelink debt recovery information.
Go to Step 11.
11
Child support + Read more ...
Is there a current child support case in place?
•  Yes, tell the customer to contact Child Support to make sure current income
is accurately assessed. Go to Step 12
•  No, go to Step 12

FOI/LEX 80273 - Page 24 of 46
12
Hardship advance claim + Read more ...
Is the customer claiming hardship advance payment?
•  Yes, make a decision about a hardship advance or anticipated payment. Go to
Step 13
•  No, go to Step 13
13
Claiming Crisis Payment (CrP-PRI) + Read more ...
A customer is not eligible for a CrP-PRI if any of the following apply:
•  have been not charged with an offence and placed in police custody
•  are in home detention
•  have been held in prison for less than 15 days
Is the customer claiming Crisis Payment?
•  Yes, see New claim for Crisis Payment after customer release from prison or
psychiatric confinement
•  No, procedure ends here

References

Policy
Social Security Guide, 2.2.5.50, Discretion to treat a person as not being a member of a couple for
a special reason
Social Security Guide, 3.1.4.05, Payability during periods in gaol or psychiatric confinement
Social Security Guide, 3.1.4.10, Situations that constitute being in gaol or psychiatric confinement
Social Security Guide, 3.1.4.41, Effect of home detention on social security benefits, social security
pensions, PP, PES & CrP
Social Security Guide, 3.7.4.10, Qualification for CrP - general provisions
Social Security Guide, 3.7.4.40, Qualification for CrP - released prisoners
Social Security Guide, 3.1.4.70, Payability of CrP - released prisoners
Legislation
Links to the Federal Register of Legislation site go to a 'Series' page. Select the 'Latest' version.
Definitions - couples

FOI/LEX 80273 - Page 25 of 46
Social Security Act 1991
•  section 4, Family relationships definitions - couples
o  subsection 1, definitions
o  subsection 11, 'Standard family situation categories'
Definitions - general
Social Security Act 1991
•  section 23(1), general definitions
o  subsection 1, Social security benefit, social security pension definitions
o  subsection 5, Person is in prison section
o  subsection 8, Psychiatric confinement
Other references
Social Security Act 1991, section 1061JG, Qualification - release from gaol or psychiatric
confinement

Resources

Intranet links
Confirming admission and release
Incarcerated Customer Services Contacts
Prisoner Wallet card
Information for people in prison brochure
One Main Contact (OMC)/Personalised Services Service Officer (PSSO) contact cards
Product Ordering Portal (POP)
Services Australia website
How to prove your identity with Centrelink
Verbal declaration script to read to the customer
Table 1: This table describes the different scripts Service Officers must read to the customer as
part of the new claim process.
Item
Description

FOI/LEX 80273 - Page 26 of 46
1
Verbal script to be read to customers who are not required to supply further
information/documentation
'You declare that:
•  The information you have provided is complete and correct
•  You will notify us of any changes to this information within 14 days of the
change(s) occurring
You understand that:
•  Giving us false or misleading information is a serious offence
•  We can make relevant enquiries or ask you for more information to make sure
you receive the correct entitlement
•  We will use the information you have provided to assess your claim
•  We may ask you to attend an appointment, and you must attend before we
can assess your claim
•  The servicesaustralia.gov.au website contains important information about
JobSeeker Payment/Youth Allowance/Parenting Payment to assist you
•  We will not assess your claim until this statement is accepted
•  We may not be able to pay you if you do not do any of the above'
2
Verbal Script to be read to customers who are required to supply further
information/documentation
'You declare that:
•  The information you have provided is complete and correct
•  You will notify us of any changes to this information within 14 days of the
change(s) occurring
You understand that:
•  You need to give us additional documents as requested before we can assess
your claim
•  Giving us false or misleading information is a serious offence
•  We can make relevant enquiries or ask you for more information to make sure
you receive the correct entitlement
•  We will use the information you have provided to assess your claim
•  We may ask you to attend an appointment, and you must attend before we
can assess your claim
•  The servicesaustralia.gov.au website contains important information about
JobSeeker Payment/Youth Allowance/Parenting Payment to assist you
•  We will not assess your claim until you accept this statement and supply all of
the information or documents that we have asked for
•  We may not be able to pay you if you do not do any of the above'
Requesting medical information
Table 2
State
Accessing prisoner medical
Responsibility
records

FOI/LEX 80273 - Page 27 of 46
ACT
Accessing Your Medical Records
Justice Health

NSW
Access to Medical Records
Justice Health and Forensic Mental Health

NT
Prisoners' rights
Northern Territory Government

QLD
Application for Prison Health Records
Queensland Health
SA
SA Prison Health Service
SA Health
TAS
Correctional primary health
Tasmanian Department of Health
VIC
Prisoner health records
Corrections Victoria, Justice Health

WA
Access to prisoner information
Department of Justice
Forms
Claim for Prison Pre-release (SU674). This streamlined claim includes JSP/YAL claim, Identity
Confirmation, Crisis Payment and Anticipated Payment claims.
Prison release request for restoration of Disability Support Pension, Claim for CrP and Anticipated
Pension (SU695)
Claim for ABSTUDY Student or Australian Apprentice in lawful custody (SY022)
Claim for crisis payment prison release and anticipated payment (SU508)
Contacts
Medical Assessment Team (MAT)
Training & Support
Add the course number to the Search field in the s47E(d)
in s47E(d)
•
- Incarcerated Customer Service Offer - 1
s47E(d)
•
- Incarcerated Customer Service Offer - 2
•
- Crisis Payment Overview
•
- Crisis Payment Assessments
•
- Prison Admission - Managing Compliance
•
- CIMS: Introduction to CIMS
•
- CIMS: Introduction to MSPs

FOI/LEX 80273 - Page 28 of 46
s22
Claim lodgement of Centrelink claims 106-03020000
Currently published version valid from 26/06/2024 8:33 PM
Background
s22
Paper claims for Age Pension, Aged Care, Disability Support Pension, Pensioner Education Supplement and
Assistance for Isolated Children may be issued, and must be accepted in service centres.
This document outlines requirements for lodging a claim to receive a payment, concession card or other service.
It covers backdating provisions, claim lodgement extensions and messages to give customers about the claim
process.
Requirement for a completed online, assisted or paper claim
To receive a payment, concession card, or other service, a customer must lodge a completed claim using
an
online claim, an assisted customer claim or a paper form.
The preferred method is online, but if the customer is deemed unable or unsuitable to complete an online claim,
staff should offer to complete an Assisted Customer Claim (ACC) with the customer.
If the customer declines an ACC, offer a paper claim if available.
A correspondence nominee can submit an online claim on behalf of their principal for some Centrelink
payments. Nominees who do not have access to lodge online claims are to be offered an ACC when they apply
for a payment or concession card on behalf of their principal. If they decline ACC they will need to complete and
lodge a paper claim form if available.
When applicable, advise the customer and/or correspondence nominee that claim forms are available from:

FOI/LEX 80273 - Page 29 of 46
•  the Services Australia website
•  any service centre, smart centre or an agent or representative of the agency
Claim forms should be completed and lodged as soon as possible. The Resources page links to forms.
Date from which claim is assessed
The claim is assessed from the date the claim is accepted and lodged as fully complete with all supporting
documentation (except forthcoming documents to be supplied by a third party).
The lodged date for a fully complete:
•  online claim, is the date the claim is submitted. When lodging an online claim, customers are advised
which documents are ‘required’ (must be supplied at the same time) and which are ‘supplementary’
(must be supplied within the specified timeframe from the date the claim was submitted)
•  paper claim, is the date it is lodged and accepted at a service centre
•  faxed or mailed claim, is the date it is received
•  verbal claim, is the latter date of when:
o  the verbal claim was made, and/or
o  all supporting documentation was supplied
•  assisted customer claim, is the latter date of when:
o  the claim is lodged via Assisted Customer Claim (ACC), and/or
o  all supporting documentation was supplied
Note: the lodged (assessed) date and the actual start date of the claim may be different.
See Start Day, Viewing and processing online and Assisted Customer Claim (ACC), Aged care means assessment -
Preliminary checks and Intent to claim and vulnerable customers.
Online claims
Customers can create a Centrelink online account.
An online claim cannot be submitted until it is fully completed and all supporting documentation is either
uploaded as part of the claim or provided at a service centre.
Customers commencing an online claim under Circumstance Change Monitor (CCM) receive messaging, advising
of the documents required before their claim can be submitted. Customers are able to upload the required
documents on their Next Steps page in their online account and view the Task list in their Express Plus
Centrelink mobile app. In certain circumstances, a claim submission exception could apply as it may not be
reasonable for a customer to complete all their Required tasks before submitting their claim. For more
information, see Circumstances Change Monitor (CCM).
Note: in most cases, this does not include supporting documents supplied by a third party. For example: medical
evidence/certificates from a doctor, medical reports required from treating health professionals and
Unreasonable to Live at Home forms. However, a medical certificate is required to be lodged for job seeker claims
and a medical report for carer claims before the customer can submit their claim.
Claims available online
There are a number of payments, concession cards and other services that can be claimed online.
Incomplete online claims

FOI/LEX 80273 - Page 30 of 46
Incomplete online claims will expire if not submitted within 13 weeks of starting. Expired claims display on the
customer’s online account as 'non-completed' and cannot be accessed.
Customers who make an online claim for the same payment/concession card after the initial 13 weeks has expired
will be directed to lodge a new claim.
Cancelling or withdrawing an online claim
Customers may voluntarily withdraw or cancel their claim within 14 days of submitting an online claim.
Submitting an online claim
Once the customer has submitted their claim online, the information will flow through to be indexed either via
s47E(d)
or through a new claim activity ins47E(d)
for processing in s47E(d)
These activities are allocated, and the new claim processing continues as with a paper claim. The customer is not
required to lodge a paper claim but may be required to provide further documentation (identity documentation,
modules) in order for the claim to be submitted. For the online claim process, no signature is required as an
electronic signature is generated when the customer submits the online claim.
Nominees
A correspondence nominee can submit an online claim on behalf of their principal for some Centrelink payments
and services.
Nominees who do not have access to lodge online claims are to be offered an Assisted Customer Claim (ACC)
when they want to apply for a payment or concession card on behalf of their principal. If they decline ACC, then a
paper-based claim form will need to be lodged.
Assisted customer claims (ACC) and verbal claims
Use ACC for customers deemed unable or unsuitable to complete an online claim.
ACC can also be completed for family assistance claims where the family is in crisis and for remote Indigenous
customers who have language or literacy barriers affecting their capacity to use forms or online claims.
Customers and/or correspondence nominees who contact a Smart Centre to complete the ACC, may need to be
referred to their local service centre depending on the payment they are applying for.
For more information, see Viewing and processing online and Assisted Customer Claim (ACC).
Apart from ACC claims, the following payments and concession cards can also be claimed verbally:
•  ABSTUDY, except:
o  Australian Apprentices applying for ABSTUDY Living or Incidentals Allowance, or
o  tertiary students claiming ABSTUDY Incidentals Allowance
•  Aged care - see Aged care means assessment
Online and ACC expired at 13 weeks
Customers will be required to commence a new claim where a previous started claimed has expired after 13
weeks. In some instances, expired claims can be assessed for the original date. For more information,
see Circumstance Change Monitor.

FOI/LEX 80273 - Page 31 of 46
Paper-based claims
Paper-based claim forms lodged at service centres must be checked to ensure each question has been answered,
the claim form has been signed, and that all required documents have been provided.
Where the customer and / or correspondence nominee has not provided all documents, the Service Officer is to
remind the customer and / or correspondence nominee of what they need to provide and that any delays in
providing these documents will delay the processing of their claim. The paper claim must still be accepted.
Paper-based claims may also be lodged via
Upload documents service, post, fax or offsite.
For example, from a:
•  hospital
•  residential drug and alcohol rehabilitation centre
•  mental health facility, or
•  refuge
When the processing team receives the claim, they will thoroughly check the claim and contact the customer
and/or correspondence nominee to request further information if needed.
New claim processing
Once a customer has lodged their claim form (except for Disability Support Pension, Pensioner Education
Supplement, JobSeeker Payment (JSP) and Youth Allowance (YAL) job seeker) they may be contacted as soon as
possible by phone or mail to discuss or advise the progress of their claim.
For more information, see Circumstance Change Monitor.
Single Touch Payroll (STP)
Customers may be presented with pre-filled Single Touch Payroll (STP) data during their online claim. Employer
details will be presented to the customer if STP data has been provided to the Australian Taxation Office (ATO)
within the 8 weeks prior to claim, see Single Touch Payroll (STP)
The Resources page contains links to the Services Australia website and intranet links to Office Locator and forms.
Contents
Standards for helping customers complete claims and forms
Backdating provisions for claim lodgement
Claims received that are incomplete or incorrect
Calculating the deemed date of claim manually
Early claims
Incorrect claims
Inappropriate claims

FOI/LEX 80273 - Page 32 of 46
Withdrawal of claims
Intent to claim and vulnerable customers
Related links
Immediate new claim and non-new claim priority processing
Apply for a payment or concession card options online
Applying to become an assurer
Assisting Indigenous customers to claim family assistance and/or Paid Parental Leave scheme payments
Calculating the start day general rule
Start Day
Circumstance Change Monitor (CCM)
Claiming ABSTUDY
Claiming and re-claiming Age Pension
Claiming Assistance for Isolated Children (AIC) Scheme
Claiming Carer Payment (CP) and/or Carer Allowance (CA)
Claiming Disability Support Pension (DSP)
Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) claims
Claiming family assistance and Parental Leave Pay (PPL) for a newborn child
Claiming income support payments from Centrelink
Claiming JobSeeker Payment (JSP)
Claiming Youth Allowance (YA) (job seeker)
Claiming a Home Equity Access Scheme loan
Claims received that are incomplete or incorrect
Contact in relation to an intended claim (CLK)
Upload documents service
Documents required for Centrelink new claims
Eligibility for Disability Support Pension (DSP)
Family assistance and Paid Parental Leave scheme options online

FOI/LEX 80273 - Page 33 of 46
Helping customers in crisis or financial hardship claim family assistance
Nominees
Requesting information (CLK)
Scanning Centrelink documents using an MFD
Single Touch Payroll (STP)
Transfer to JobSeeker Payment (JSP) from another payment
Voiceprints for phone self service

Process

s22
Paper claims for Age Pension, Aged Care, Disability Support Pension, Pensioner Education Supplement and
Assistance for Isolated Children may be issued, and must be accepted in service centres.
This document outlines requirements for lodging a claim to receive a payment, concession card or other service.
It covers backdating provisions, claim lodgement extensions and messages to give customers about the claim
process.
On this page:
Online claims
Assisted Customer Claims (ACC) and verbal claims
Actioning claim forms lodged at service centres, via Upload documents, post, fax, or offsite
Urgent claims
Online claims
Table 1
Step
Action
1
Claims that can be submitted online + Read more ...

FOI/LEX 80273 - Page 34 of 46
The following claim types are currently available and can be submitted online by the:
•  customer, see Online claims or
•  correspondence nominee, see Self Service for nominees
Assisted Customer Claims (ACC) and verbal claims
Table 2
Step
Action
1
Acceptance of Assisted Customer Claims (ACC) and other verbal claims + Read more ...
In some instances an assisted or verbal claim may be accepted for:
•  ABSTUDY (except Australian Apprentices applying for ABSTUDY Living or Incidentals
Allowance or tertiary students claiming ABSTUDY Incidentals Allowance). See Claiming
ABSTUDY
•  Crisis Payment (CrP) - see Eligibility for CrP
•  Aged care - see Aged care means assessment
For claims using ACC, see Viewing and processing online and Assisted Customer Claim (ACC).
Actioning claim forms lodged at service centres, via Upload
documents, post, fax or offsite
Table 3
Step
Action
1
Paper claim + Read more ...
If a customer and/or correspondence nominee has lodged a paper-based claim
•  for Assistance for Isolated Children (AIC), go to Step 2
•  in person at a service centre, go to Step 3
•  in person with a remote/prison/communities services visiting services team, go to Step 4
•  via Upload documents, post, fax or offsite, go to Step 7
•  for Disability Support Pension, go to Step 8
•  stating they are experiencing vulnerability and in severe financial hardship, go to the Urgent
claims table
Note:
a correspondence nominee can submit an online claim on behalf of their principal for some
Centrelink payments. If a nominee does not have access to lodge online claims, including correspondence
nominees, offer an ACC when they want to apply for a payment or concession card on behalf of their
principal. If they decline ACC, they will need to lodge a paper claim form.
2
AIC claims + Read more ...

FOI/LEX 80273 - Page 35 of 46
If an organisation is the applicant, they must complete Assistance for Isolated Children (AIC) - Organisation
details (SY067) and the Claim for Assistance for Isolated Children (AIC) (SY040). The Resources page
contains a link to the online forms.
If a customer and/or correspondence nominee has lodged a paper based Assistance for Isolated Children
(AIC) claim:
•  in person at a service centre, go to Step 3
•  in person with a remote/prison/communities services visiting team, go to Step 4
•  via Upload documents, post or fax, go to Step 7
Applicants living in isolated areas may have their original documents photocopied and endorsed by an
official of the local court, police station or other government office. Photocopies must be stamped (if an
office stamp is used) signed and dated by the official sighting the original documents.
3
Claim submitted at service centre + Read more ...
For paper claim forms lodged in person at a service centre, Service Officers should:
s47E(d)
•  tell the customer or correspondence nominee a Service Officer will speak with them to lodge their
claim
•  encourage the customer or correspondence nominee to utilise their waiting time by:
o  completing the checklist on the back of the claim form, and
o  ensuring they have attached all documentation required to support their claim
•  if an Interpreter is required, see Interpreter Services
If the customer or correspondence nominee wishes to leave and return later with a supporting document,
remove their details from the Virtual Waitroom.
4
Check claim is complete + Read more ...
When a paper claim form is lodged, check:
•  the claim is completed in blue or black pen
•  the application is fully complete, that is, each question has been answered and the claim form has
been signed
•  the checklist has been completed (see back page of claim form)
•  relevant documents have been supplied at each section where requested. Paperclip icons displayed
on claim forms indicate evidence is required
•  customer’s contact and email details provided in the claim. Update if required. If the customer is
not subscribed to electronic messaging, see Centrelink letters online and Electronic Messaging
Service Officers can use the applicant's completed checklist as a guide to confirm all documents have been
supplied. Service Officers are not expected to check whether each answer is correct or valid. This will be
done by the processing team.
For examples of supporting documents, see Documents required for Centrelink new claims.
Is the claim fully completed and all required supporting documentation supplied?
Note: this does not include supporting documents from a third party, e.g. additional evidence from a medical
practitioner.
•  Yes, go to Step 6
•  No, go to Step 5

FOI/LEX 80273 - Page 36 of 46
5
Claim incomplete and/or all supporting documentation not supplied + Read more ...
In most cases, this does not include supporting documents from a third party, e.g. a medical practitioner.
However, a medical certificate needs to be lodged for job seeker claims before the claim can be submitted.
If a claim is not fully completed and/or all supporting documentation is not supplied:
•  for JSP, YA (job seeker) or Parenting Payment:
o  run the ACC up to Next Steps
o  the claim cannot be submitted in ACC until all required tasks are completed
o  advise the customer that the outstanding documents can be
uploaded through
online services or by attending a service centre. Once all documents have been received
the claim can be submitted. The ACC will expire after 13 weeks if not submitted
o  where applicable, advise correspondence nominee that they will need to provide
outstanding documents by attending a service centre
o  where applicable scan the Job Seeker Snapshot Off-line Form. See Centrelink
Classification Index UNS003
•  for all other claim types:
o  discuss outstanding requirements with the customer or correspondence nominee
o  advise the customer or correspondence nominee that to be assessed from the earliest
date, they are required to supply all the supporting documents
o  scan the claim and supporting documents (unless the claim will be processed at the
service centre)
o  code any identity confirmation documents if applicable
If the customer is in severe financial hardship, see the Urgent claims table.
Procedure ends here.
6
Claim accepted as lodged + Read more ...
Service Officers can accept a claim when it is fully completed and signed, with all supporting documentation
supplied:
•  for JSP, YA (job seeker) or Parenting Payment claims:
o  run the ACC and submit the claim
o  advise the customer or correspondence nominee of the next steps for claim assessment
o  discuss the security benefits of Voice Biometrics, and encourage the customer to enrol
o  scan supporting documents, including the Job Seeker Snapshot Off-line Form if
applicable. See Centrelink Classification Index UNS003. See also, Scanning Centrelink
documents using an MFD
o
when the Job Seeker Snapshot Off-line Form has
s47E(d)
been lodged
•  for all other claim types:
o  advise the customer or correspondence nominee of the next steps for claim assessment
o  scan the claim and supporting documents (this includes when the claim will be processed
at the service centre). See Scanning Centrelink documents using an MFD
o  code any identity confirmation documents if applicable
o  discuss the security benefits of Voice Biometrics, and encourage the customer to enrol
Nominee
Where a correspondence nominee arrangement exists or the customer appoints a correspondence nominee
the claim can be signed by the nominee.
Procedure ends here.
7
Paper claim lodged via Upload documents online, post, fax or offsite + Read more ...

FOI/LEX 80273 - Page 37 of 46
Claims may be accepted by
Upload documents online, fax and post.
For faxed applications, the original document does not have to be provided unless the scanned image does
not display clearly or is incomplete. The date the fax is received is considered the date of receipt for
processing purposes. Note: original identity confirmation documents may still need to be provided -
see Coding identity documents.
When a claim is lodged using Upload documents, post, fax or offsite:
•  for JSP, YA (job seeker) or Parenting Payment claims:
o  run the ACC, see Viewing and processing online and Assisted Customer Claim (ACC).
However, the claim cannot be submitted until all required tasks are completed
o  if the Job Seeker Snapshot Off-line Form has also been lodged reclassify the scan
(see Centrelink Classification Index UNS003) and

s47E(d)
when the Job Seeker Snapshot Off-line Form has been lodged
•  for family assistance claims:
o  see Pre-processing checks for standalone and combined claims for family assistance
and/or Paid Parental Leave scheme payments
•  for all other claim types:
o  it must be accepted, even if it is not fully completed or missing supporting
documentation
o  scan all documents on Day 1 (where applicable)
o  code any identity confirmation documents if applicable
•  Update customer’s contact and email details provided in the claim. If the customer is not
subscribed to electronic messaging, see Centrelink letters online and Electronic Messaging
If documentation is required to support the claim:
•  for family assistance claims, see Information requests for FTB, PPL and DAP claims, and Add
Newborn and PPL change of circumstances activities
•  for all other claims, see Requesting information (CLK)
For further information, see Claims received that are incomplete or incorrect.
Advise the customer that the outstanding documents can be uploaded with online services or by
attending a service centre.
Once all documents have been received, the claim can be submitted. Where applicable, advise
correspondence nominee that they will need to provide outstanding documents by attending a service centre.
Procedure ends here.
8
Disability Support Pension (DSP) claims + Read more ...
For DSP paper claims:
•  Check the claim form and make sure:
o  each question has been answered
o  it has been signed
o  all required documents have been provided
•  Advise the customer or correspondence nominee they will be contacted if a Job Capacity
Assessment (JCA) or a Disability Medical Assessment (DMA) is required which they will need to
attend for assessment of their DSP claim. Access staff are not required to book a JCA or a DMA
•  Make sure the claim and all documents are scanned at Day 1
•  Code any identity confirmation documents if applicable
•  Discuss JobSeeker Payment (JSP) and Youth Allowance (YA) (Provisional) payments if
applicable

FOI/LEX 80273 - Page 38 of 46
•  Update customer’s contact and email details provided in the claim. If the customer is not
subscribed to electronic messaging, see Centrelink letters online and Electronic Messaging
•  Customers currently receiving JSP or YA provisional are exempt from mutual obligation
requirements when claiming DSP. Make sure the Activity and Exemption Summary s47E(d) screen
is coded, see JobSeeker Payment (JSP) and Youth Allowance (YA) (Provisional)
For more information, see Claiming DSP.
The DSP processing teams will determine if a JCA appointment is required. See Eligibility for DSP.
Procedure ends here.
Urgent claims
Table 4
Step
Action
1
Consider vulnerability and criteria to fast track claims + Read more ...
In determining if a case is urgent, Service Officers need to consider:
•  the vulnerability of the customer and the expected timeframe to process the particular claim
•  if the customer meets the criteria for urgent processing, see Immediate new claim and non-new
claim priority processing
•  if the customer is applying for a Crisis Payment (CrP)
•  if a referral to an external support service is more applicable

References

Paper claims for Age Pension, Aged Care, Disability Support Pension, Pensioner Education Supplement and
Assistance for Isolated Children may be issued, and must be accepted in service centres.
Policy
Social Security Guide, 3.1.8, Dates of Effect of Claim Determinations
Social Security Guide, 8.3.1, Start Days - General Provisions
Social Security Guide, 8.3.3.10, Backdated Start Days - General Provisions
Social Security Guide, 8.1, Claim Lodgement
Social Policy Guide, 2 Eligibility for PLP & DAPP
Family Assistance Guide, 4.2.1, Summary of the FTB Claim Process
Inability to sign due to lack of literacy or English

FOI/LEX 80273 - Page 39 of 46
Social Security Guide, 8.1.1.20, Claim Lodgement - General Provisions
Legislation
Links to the Federal Register of Legislation site go to a 'Series' page. Select the 'Latest' version.
Social Security (Administration) Act 1999
•  section 13, Deemed claim-person contacting Department about a claim for a social security payment
•  section 14, Deemed claim-person contacting Department about a claim for a concession card
•  section 16, How to make a claim
Claim requirements for Family Tax Benefit (FTB)
Family Assistance (Administration) Act 1999 part 3, division 1, Family tax benefit
Claim requirements for Child Care Subsidy (CCS)
Family Assistance Legislation Amendment (Jobs for Families Child Care Package) Act 2017 1999 part 4A, division
1, Child Care Subsidy Benefit
Claim requirements for Aged care
Aged Care Act 1997

Resources

s22
Paper claims for Age Pension, Aged Care, Disability Support Pension and Pensioner Education Supplement may
be issued, and must be accepted in service centres.
Services Australia website
Payment and Service Finder
Forms
Intranet links
Online Forms
Office Locator

FOI/LEX 80273 - Page 40 of 46

Training & Support

Add the course number to the Search field in the s47E(d)
in s47E(d)
:
• s47E(d)
- Lodging a claim

FOI/LEX 80273 - Page 41 of 46
s22
s22
s22
s47E(d)

FOI/LEX 80273 - Page 46 of 46
s22
s47E(d)
s47E(d)
s47E(d)