Energy Supplement for Commonwealth Seniors Health Card holders 101-03090050

View details and history of Energy Supplement instalments on the One-Off Payments (OOP) or Payment Summary (PS) screens.

View if payments are being made by the Department of Veterans' Affairs (DVA) on the DVA and SHC Income Details (SHID) screens.

To check if a Commonwealth Seniors Health Card (CSHC) holder is grandfathered for Energy Supplement in Customer First:

• go to the Energy Supplement Explanation Summary (CESSUM) page
• Select the View Energy Supplement Grandfathering Status hyperlink

Grandfathered CSHC Holders must have a valid bank account recorded to receive quarterly Energy Supplement.

If the customer or nominee contacts about Energy Supplement and the customer is:

• in receipt of DVA payments, go to Step 2
• declining supplement, see Suppression of quarterly supplement payment. Procedure ends here
• a CSHC holder and has not yet received their supplement, go to Step 3
• querying the rate of supplement received, go to Step 4

If DVA Energy Supplement has a status of ON, Centrelink payments system will reject CSHC claims.

If DVA Gold Card Energy Supplement has a status of ON, the CSHC claim must be held pending a DVA Clearance.

Refer these cases to DVA Clearance team for the Gold Card Energy Supplement to be cancelled from an agreed date.

Once the Gold Card Energy Supplement has a status of OFF the CSHC claim can proceed.

The system will pay the quarterly supplement after the date the DVA Gold Card Energy Supplement has been cancelled. This ensures dual payments of Energy Supplement do not occur.

Note: cancellation of the DVA Gold Card Energy Supplement followed by the grant of the Services Australia Commonwealth Seniors Health Card must occur within 42 days for the customer to continue to be considered grandfathered for Energy Supplement.

Procedure ends here.

Has the customer held a CSHC at any time during the quarter for which they did not get payment?

• Yes, check that the customer was grandfathered for Energy Supplement for the period:
• If the customer was grandfathered for Energy Supplement for the period, see Step 1 in Table 2
• If the customer was not grandfathered for Energy Supplement, explain to the customer that they will not get the supplement because they were not grandfathered for Energy Supplement. Procedure ends here
• No, customer is not entitled to get the Energy Supplement. Procedure ends here

If the customer has:

• had a change of marital status during the quarter:
• Ensure any changes to the customers circumstances have been recorded
• Complete a payment reassessment, see Step 1 in Table 3
• travelled overseas during the quarter see Step 8 in Table 3
• no change in circumstance, explain how the rate of supplement is calculated and that it is only payable from 20 March 2017 to CSHC holders who are grandfathered for Energy Supplement. See Rates and Thresholds. Procedure ends here

Check the payment destination details via the PAS screen.

Are payment destination details coded for payment systems SHC?

• Yes, go to Step 2
• No, go to Step 3

If supplement has been paid it will show on the PS screen.

Automatically issued supplement will also show on the OOP screen.

If the payment has been returned it will show as RTN (returned) on the PS screen.

Has Energy Supplement been paid into the wrong account and/or been returned?

• Yes, go to Step 3
• No,
• If the customer has a new payment nominee arrangement see Step 4 in Table 3
• All other customers see Step 5 in Table 3

CSHC customers are not entitled to Energy Supplement if their payment destination is recorded as cheque. For customers who have a payment nominee and have not previously provided account details, the bank account of the payment nominee is to be coded on the PAD screen before creating the nominee link.

For action when payment nominee arrangement has been coded prior to bank details. See Step 4 in Table 3.

The customer may have already updated their payment destination using self-service options.

Has the customer provided an updated payment destination?

• Yes,
• If required, update the payment destination, see Changing payment destination
• Investigate the reissue of any missing or returned payments, see Reissue a payment returned from a financial institution
• Procedure ends here
• No, go to step 4

Has the customer been issued a Request for payment destination details (Q092)?

• Yes, go to step 6
• No, go to step 5

The customer must provide a bank account that they have legal access to (either solely or jointly).

If the customer is not present, make genuine attempts to contact the customer to obtain a new payment destination.

• Update the payment destination, see Changing payment destination
• Investigate the reissue of any missing or returned payments, see Reissue a payment returned from a financial institution
• Procedure ends here

In Customer First:

• Send a Request for payment destination details (Q092) to the customer
• Record the details on a DOC on the customer's record include:
• details of the returned payment/s
• the action taken to contact the customer and
• the action that is to be taken when the customer makes contact
• Create a manual review on the Review Registration (RVR) screen and complete the fields as follows:
• Service Reason: customer's payment type
• Review Reason: select most appropriate reason
• Due Date: 28 days from today's date
• Source: INT
• Date of Receipt: today's date
• Notes: 'Check response to Q092 issued DD/MM/YYYY. Updated payment destination/Energy Supplement grandfather status refer to OB 101-03090050’
• Keywords: leave blank
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank
• The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action
• Procedure ends here

A customer is not payable for Energy Supplement if they do not have a valid payment destination recorded. Their Energy Supplement will not accrue for any days they are deemed not to be payable.

If a customer has been issued a Request for payment destination (Q092) and has not updated their payment destination within 28 days they cease to be payable for Energy Supplement from day 29 until they provide an updated and valid payment destination.

The Energy Supplement grandfathering status can be reinstated from the date the customer provides an updated and valid payment destination.

Has the customer provided their payment destination within 28 days of it being requested?

• Yes, procedure ends here
• No, update the grandfathering status to cease the accrual of Energy Supplement, see step 11 in table 3

Note: standard appeal and review rules apply. If the customer requests a review of non-payment of Energy Supplement within 13 weeks of the decision by Services Australia not to pay, arrears may be payable from the initial contact date regarding the request for payment of Energy Supplement.

The record must be reassessed to set up the payment indicator for future payments. If a reassessment is not performed, the incorrect rate could be paid, or the customer could miss out on their payment of supplement until the next payment is due.

On the Benefit Action (BA) screen, code the following:

• Svc Rsn: SHC
• Action: REA
• Source: leave blank
• DOR: use the start date of the missing payment

Go to the Assessment results (AR) screen to check if payment is being made.

If Energy Supplement arrears:

• are payable, go to Step 3
• have not been paid but the customer is entitled, go to Step 9
• are not payable due to a gap in entitlement, go to Step 2

A gap within 42 days from ISP cancellation to the CSHC grant is allowable for a customer to keep their grandfathered status for Energy Supplement.

See Resources for examples when transferring from on income support payment to CSHC.

Is the entitlement correct and no arrears are payable?

• Yes,
• Record details in a DOC detailing any action taken. Include reasons for arrears not being paid
• Procedure ends here
• No, go to step 11

Automatically issued Energy Supplement will show on the One-Off Payments (OOP) screen.

Within the reassessment activity, check the OOP or Payment Summary (PS) screens.

If Energy Supplement arrears have:

• not automatically generated and are payable, go to Step 9
• automatically generated:
• Finalise the activity
• Record details on a DOC of action taken
• Procedure ends here

Where an eligible CSHC customer with a payment nominee arrangement has not received their supplement:

• Cancel the nominee arrangement using the end reason 'Centrelink decision' (CLK)
• Suppress any letters resulting from this action to the customer and nominee
• Record the payment nominee's bank account on the customer's Payment Destination Details (PAD) screen
• Manually reinstate the nominee arrangement. Do not use the Nominee Action script or Nominee Action Guided Procedure
• In the customer's record, go to the Nominee Link Summary (NOLS) screen
• Add a new nominee link by coding the following fields:
• Add New Link: PER/ORG
• NOM TYPE: Payment
• DOE: todays date
• If the nominee is a person, the Name Search (IN) screen appears with a service reason NOM and action of ADD
• Select the Nominee Relationship Summary (NORS) screen and enter all details. Use today's date as date of effect
• Check that the Nominee Destination Summary (NODS) screen displays the correct bank account and is linked to the customer. An asterisk will display beside the bank account.

Suppress any letters to the customer and nominee resulting from this action.

If arrears are due, go to Step 14.

Otherwise finalise the activity. Record details on a DOC of action taken. Go to Step 5.

Send a Q999 letter to the customer and nominee:

• requesting details of the nominee's bank account, and
• explaining that supplement cannot be paid by cheque in accordance with Section 55 of the Social Security Administration Act

When the nominee's bank account details are received, update the record as follows:

• Use arrangement end reason 'Centrelink decision' (CLK)
• Suppress any letters resulting from this action to the customer and nominee
• Record the payment nominee's bank account on the customer's Payment Destination Details (PAD) screen
• Manually reinstate the nominee arrangement. Note: do not use the Nominee Action script or Nominee Action guided procedure
• In the customer's record, go to the Nominee Link Summary (NOLS) screen
• Add a new nominee link by coding the following fields:
• Add New Link: PER/ORG
• NOM TYPE: Payment
• DOE: todays date
• If the nominee is a person, the Name Search (IN) screen appears with a service reason NOM and action of ADD
• Select the Nominee Relationship Summary (NORS) screen and enter all details. use today's date as date of effect
• Check that the Nominee Destination Summary (NODS) screen displays the correct bank account and is linked to the customer. An asterisk will display beside the bank account

Suppress any letters to the customer and nominee resulting from this action.

If the customer or nominee expresses concern about having received supplement as a cheque payment when they were not eligible, advise them that investigations into any potential overpayment may take place and that any debt may be waived due to administrative error.

To issue arrears and check for cashed cheques, go to Step 6

Select the system being used.

Manually issue any supplement arrears via the One Off Payments (OOP) screen by coding.

• Go to the OOP screen
• Select Add
• On Create one off payment
• Select the Service Reason
• Payment type: CESO
• Date of effect: use the date payment was due to be paid
• Select Save
• Complete the Receipt Date and Channel fields, and Save
• Select Assess and address any error/warnings
• Select Assess again, then select Finish. Record details of the update
• Select Finalise to complete transaction

Note: any entitlement to supplement will start from the day request is received.

If arrears are owed, but because of a system limitation they cannot issued via the OOP screen.

Check if the customer is grandfathered for Energy Supplement for the relevant period. If the customer lost grandfathering during the period, only include days up until the grandfathering was lost in the arrears calculation.

Calculate and pay the customer any arrears they are entitled to using the Payment Adjustment (PYAJ) screen and send the customer a letter with details of their entitlement.

Go to Step 7

Manually issue any supplement arrears: Go to the OOP screen

• Effect Date: date payment was due to be paid
• Payment Type: CESO
• Code DOR: and Source: fields

The PS or OOP screens display details of the payment.

Note: any entitlement to supplement will start from the day request is received.

If arrears are owed, but because of a system limitation they cannot issued via the OOP screen.

Check if the customer is grandfathered for Energy Supplement for the relevant period. If the customer lost grandfathering during the period, only include days up until the grandfathering was lost in the arrears calculation.

Calculate and pay the customer any arrears they are entitled to using the Payment Adjustment (PYAJ) screen and send the customer a letter with details of their entitlement.

Finalise the activity. Record details on a DOC of action taken

Go to Step 7.

If the customer requests a review of non-payment of Energy Supplement within 13 weeks of the decision by the Services Australia not to pay, arrears may be payable from initial contact date regarding payment of Energy Supplement.

Check if the customer is grandfathered for Energy Supplement for the relevant period. If the customer lost grandfathering during the period, only include days up until the grandfathering was lost in the arrears calculation.

For information on how to record a customer's request for a review see Request for an explanation, quality check or review (CLK).

If the customer requested the suppression of quarterly supplement payment as part of their CSHC new claim, arrears will not be payable. Any entitlement to supplement will start from the day the request for review was received.

If the customer did request payment of supplement as part of their CSHC new claim, arrears may be payable from initial contact date dependent on when the request for review was received.

If arrears are payable, pay by using the Payment Adjustment (PYAJ) screen.

Procedure ends here

Where the customer's CSHC has been cancelled for portability reasons, the customer will lose their Energy Supplement grandfathering. They will not get Energy Supplement if they reapply for the CSHC when they return to Australia or if their CSHC is restored with a gap in entitlement.

Portability and Energy Supplement grandfathering

Energy Supplement grandfathering is dependent on entitlement to the CSHC itself, not to the payment of Energy Supplement. A grandfathered CSHC holder can keep their grandfathered status while their CSHC remains current, even if Energy Supplement is not payable because of portability. That is, if a grandfathered CSHC customer:

• loses eligibility for Energy Supplement because of portability restrictions, and
• maintains continuous eligibility for their CSHC during the entire overseas absence

the customer is considered grandfathered for the entire period and is to be paid Energy Supplement from the date they become eligible for Energy Supplement again, which is their date of return to Australia. This is because their CSHC eligibility has been continuous.

Where a grandfathered CSHC holder goes overseas and loses eligibility for Energy Supplement (after 6 weeks) and after loses eligibility for the CSHC (after 19 weeks) grandfathering ceases on the date the CSHC is cancelled.

This may occur because:

• a policy decision
• a review of decision
• system limitations
• DVA customers not correctly identified

Only staff at the APS5 level and above can update a manual adjustment to the Grandfathering Summary (GFS) and Grandfathering Override (GFD) screens. This includes where corrective action is required as part of a Quality Management Application (QMA) check.

Staff need to follow normal escalation procedures to have the grandfathering status updated. See Tier 0 technical support - self-sufficiency.

Manually adjusting the GFD and the GFS screen.

Select the system being used.

• Key GFS (Grandfathering Summary/Override) in Super Key
• Select the Add icon
• Update the following fields:
• Start Date cannot be earlier than 19 September 2016
• Benefit Type Select SHC – Seniors Health Card
• Change Reason Code: Select appropriate option APL (Appeal), DVT (DVA transfer w/ issue or limit, POL (Policy decision) or SYS (System error or omission)
• Grandfathering Status select GRF (Grandfathered)
• Type select CES (2016 Energy Supplement)
• Select Save
• Complete the Receipt date and Channel. Select Save
• Select Assess and address any errors/warning
• Select Assess again, then select Finish. Record details of the update including information to support why grandfathering was added manually
• Select Finalise to complete the transaction
• Check payment has been issued. Go to Step 10

Staff can go from the Clean Energy Supplement Summary (CESSUM) page to the GFS screen by clicking on the 'View Energy Supplement Grandfathering Status' link.

Adding manual grandfathering type '2016 Energy Supplement'

• In the SHC system go to the GFS screen and in the Add Grandfathering Type field select CES and continue
• On the GFD screen, key the following:
• Date of effect: cannot be earlier than 19 September 2016
• Benefit Type: Select SHC – Senior Health Card
• Status: GRF (Grandfathered)
• Reason: APL (Appeal), DVT (DVA transfer with issue or limitation), POL (Policy decision) or SYS (System error or omission)
• Source: and Receipt date: and continue
• Complete the activity and document the update including information to support why grandfathering was added manually
• Check payment has been issued. Go to Step 10

Automatically issued supplement will show on the OOP screen.

Check the PS or OOP screens:

If Energy Supplement arrears have:

• not automatically generated and are payable, go to Step 14
• automatically generated or are not payable:
• Finalise the activity
• Record details on a DOC of action taken
• Procedure ends here

CSHC holders may require an update to their Energy Supplement grandfathered status where the status is not automatically removed or where grandfathering needs to be reinstated. This may occur because:

• a policy decision
• a review of decision
• system limitations
• DVA customers not correctly identified
• A valid bank account has not been supplied

Only staff at the APS5 level and above can update a manual adjustment to the GFD screen. This includes where corrective action is required as part of a Quality Management Application (QMA) check.

Staff need to follow normal escalation procedures to have this updated. For service centre and Smart Centre staff, this is a staff member at the APS 5 level or above, e.g. Service Support Officer. For Smart Centre staff, see Tier 0 technical support - self-sufficiency.

If the customer has failed to provide bank account details within 28 days of the issuing of a Q092 request for payment destination. The new date of effect to pause entitlement (Grandfathering Status: NOT) is applied, 29 days after the Q092 letter was issued.

If the customer is no longer eligible for Energy Supplement and a debt needs to be raised, see Raising Pension Supplement and SSP debts.

To update in:

• Process Direct, go to Step 12
• Customer First, go to Step 13

Processing information for staff members with access to manually adjust the GFD screen:

Key GFD (Grandfathering Summary/Override) in Super Key

• Select Edit at required entry
• Correct relevant fields:
• Start Date cannot be earlier than 19 September 2016
• Benefit Type SHC – Seniors Health Card
• Change Reason Code select appropriate option: APL (Appeal), DVT (DVA transfer w/ issue or limit), POL (Policy decision) or SYS (System error or omission)
• Grandfathering Status select NOT (Not Grandfathered) or GRF (Grandfathered)
• Type select CES (2016 Energy Supplement)
• Select Save
• Key Channel and Receipt date. Select Save.
• Select Assess and address any errors/warning
• Select Assess and then select Finish
• Record details on a Note, including information to support why grandfathering was revoked or reinstated

Select Finalise to complete transaction

Procedure ends here

Key GFD (Grandfathering Summary/Override) in Super Key

• Select Add
• Complete the following:
• Start Date cannot be earlier than 19 September 2016
• Benefit Type select SHC – Seniors Health Card
• Change Reason Code select appropriate option: APL (Appeal), DVT (DVA transfer w/ issue or limit), POL (Policy decision) or SYS (System error or omission)
• Grandfathering Status select NOT (Not Grandfathered) or GRF (Grandfathered)
• Type select CES (2016 Energy Supplement)
• Select Save
• Key Channel and Receipt date. Select Save
• Select Assess and address any errors/warning
• Select Assess and then select Finish
• Record details on a Note including information to support why grandfathering was revoked or reinstated
• Select Finalise to complete transaction

Procedure ends here.

Processing information for staff members with access to manually adjust the GFD screen:

• In the SHC system go to the GFS screen and select 2016 Energy Supplement
• On the GFD screen update the following:
• Action: 'C' to correct an existing entry
• Status: NOT (Not Grandfathered) or GRF (Grandfathered)
• Reason: APL (Appeal), DVT (DVA transfer with issue or limitation), POL (Policy decision) or SYS (System error or omission)
• Source: and Receipt date:
• Finalise the activity
• Record details in a DOC including information to support why grandfathering was revoked or reinstated.
• Procedure ends here

• In the SHC system go to the GFS screen and select 2016 Energy Supplement
• On the GFD screen update the following:
• Date of effect: cannot be earlier than 19 September 2016
• Benefit Type: Select '?' for a list of valid values
• Status: NOT (Not Grandfathered) or GRF (Grandfathered)
• Reason: APL (Appeal), DVT (DVA transfer with issue or limitation), POL (Policy decision) or SYS (System error or omission)
• Source: and Receipt date:
• Finalise the activity
• Record details in a DOC including information to support why grandfathering was revoked or reinstated
• Procedure ends here

Ensure the customer is grandfathered for Energy Supplement for the relevant period. If the customer lost grandfathering during the period, only include days up until grandfathering was lost in the arrears calculation.

The arrears will need to be manually issued.

Select the system being used.

Manually issue any supplement arrears:Go to the OOP screen

• Select Add
• On Create one off payment
• Select the Service Reason
• Payment type: CESO
• Date of effect: use the date payment was due to be paid
• Select Save
• Complete the Receipt Date and Channel fields, and Save
• Select Assess and address any error/warnings
• Select Assess again, then select Finish. Record details in a Note of the update
• Select Finalise to complete transaction
• Procedure ends here

Manually issue any supplement arrears :

• Go to the OOP screen, update:
• Effect Date: date payment was due to be paid
• Payment Type: CESO
• Source:
• DOR:

The PS or OOP screens should display with details of the payment.

If arrears are owed but because of a system limitation they cannot be issued via the OOP screen.

Calculate and pay any arrears the customer is entitled to using the Payment Adjustment (PYAJ) screen and send the customer or nominee a Q999letter with details of their entitlement. See Resources

Finalise the activity. Record details on a DOC of action taken.