Low Income Health Care Card (LIC) 101-06040000

Is the customer already in receipt of Health Care Card (HCC) or a Pension Concessions Card (PCC)?

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

Customers may receive an HCC or PCC with their current income support payment (ISP). Customers can test their eligibility for a LIC while holding an automatically issued HCC or PCC. See Priority concession.

Access the customer's record:

• go to the Concession Card Issue Summary (CCIS) screen to check when the last HCC/PCC was issued
• go to the Concession Entitlement Summary (MCCS) screen to check card entitlement is still current
• issue a replacement card if required. For example, the card was not issued in the last 14 days

Does the customer still want to claim LIC?

• Yes, go to Step 3
• No, procedure ends here

Was the customer a CA care receiver the day before their 16^th birthday?

• Yes, go to Ex-Carer Allowance (child) Health Care Card (EHC). Procedure ends here
• No, go to Step 4

Is the customer a secondary student under the age of 19 years who is an FTB child or Regular Care Child?

• Yes, the customer is not qualified for a LIC in their own right, however may be included on their parent's card. Procedure ends here
• No, go to Step 5

Is the customer receiving a prescribed education payment that is Veterans' Children Education Scheme (VCES) or Postgraduate Awards Scheme?

• Yes, request more documentation via:
• Process Direct (preferred). See Table 1, Step 5 on the Process Direct tab in Processing Low Income Health Care Card (LIC) claims
• Customer First, when directed. See Table 1, Step 5 on the Customer First tab in Processing Low Income Health Care Card (LIC) claims
• No, go to Step 6

Qualifications include that the customer must:

• be in Australia on the day they lodge their claim
• meet the residence requirements for LIC
• meet the LIC Income Test under section 1071A of the Social Security Act 1991. See the Resources page about income limits

Dependants must meet certain age qualifications to be included on their parent's LIC. See Dependents listed on a customer’s concession card.

Does the customer want to have their entitlement to LIC assessed?

• Yes, see Step 1 in Table 2
• No, procedure ends here

The preferred method of claiming LIC is online.

If the customer:

• is claiming online, go to Step 2
• is deemed unable or unsuitable to complete an online claim, offer staff assisted claim process:
• for Assisted Customer Claim (ACC), go to Viewing and processing online and Assisted Customer Claim (ACC). Procedure ends here
• for First Contact Service Offer (FCSO) workflow, go to First Contact Service Offer (FCSO) workflow. Procedure ends here
• declines online, ACC or FCSO, go to Step 11

Check the customer is registered with an active Centrelink online account.

If they do not have an active account, they must confirm their identity at their local service centre to register for a Centrelink online account.

Advise customers how they can create a myGov account and link it to their Centrelink services. This will also enable them to receive Centrelink mail online through the myGov inbox.

Service centre staff can help customers with their online claim through self service terminals.

Customers can use the Payment and Service Finder in their Centrelink online account or on Services Australia website to check which payment is appropriate for them, and to start their claim.

Intent to claim provisions apply to vulnerable customers.

Customers registered with an active Centrelink online account can start an online claim, go to Step 3.

Once registered with an 'active' online account, customers must:

• sign in to myGov and access their linked Centrelink online account
• from the menu, select My Details > Personal and contact details > My profile to check their pre-populated personal details are correct. If changes are required (such as relationship status), select:
• Update to make changes to a section. Note: accommodation details are covered within the claim questions
• Save for each section update

Customers can start a new claim, from the menu options:

• go to Payments and Claims > Claims > Make a claim > Concession Cards > select Get started
• answer the Check your eligibility for a concession or health card questions
• eligible customers, select Continue
• ineligible customers will be advised why and referred to the Payment and Service Finder or to contact Services Australia to discuss their options. They can select Back to return to the Make a claim page to start another claim type

The Next steps section requests further details or documentation required for their claim to be submitted. Customers must provide all their required documents and verify their identity (if their identity status is not confirmed) to be able to submit their claim. Exceptions will be made for some vulnerable customers.

Customers can submit or cancel their online claims and withdraw a submitted claim via their Centrelink online account or Express Plus Centrelink mobile app. When a customer submits an online claim, details are uploaded to the customer's Centrelink record. The online claim details can be viewed on the customer record.

Nominees who have an online account can submit an online claim for principals they are a correspondence nominee for.

Customers who provide a mobile phone number or email address are advised they are automatically subscribed to Electronic Messaging (EM) services, unless they have previously declined EM. They are asked to nominate a preferred contact method (SMS or email) for electronic messages.

They are automatically subscribed to receive their Centrelink mail online in their myGov Inbox.

They can opt out of these services at any time.

For customers to access online claims they must:

• sign in to myGov and access the linked Centrelink online account
• select Payments and Claims > Claims > My online claim

A list of all online claims started by the customer will display.

If the status of the claim is incomplete, the customer can choose to:

• Continue claim to display the next question set for completion, or
• Cancel claim - page will display for them to confirm they want to do this. Once cancelled, the customer cannot view or continue the online claim. No claim information is recorded. The customer can start a new online claim at any time

The Claim navigation page shows the sections of the claim the customer must complete. They must complete sections in order and complete each section before they can start the next.

Select Start to access sections.

Each section contains modules with relevant questions. On each question page, the customer can select Previous to go back to the previous question.

Customers can read the Oliver Digital Assistant text for help with the questions on the current page.

After completing each section, they return to the Claim navigation page to select the next section. They have the option to select Edit to correct answers to a previous section. They can then return to the Claim navigation page by selecting the arrow under the last dot on the side navigation and Continue.

Customers can use the dots on the side navigation of each page to go between pages in the online claim. If they answer a question incorrectly, a red cross will appear in the dots on the right of the page. They can select the red cross to go to the page with the error.

They do not need to complete the claim in one session. Customers can leave the Claim navigation page at any time and the responses will save for them to continue later.

They must answer all compulsory questions before they can submit the claim.

Customers will be advised if they have a reduced question set. They will see a summary of the following sections they can update as necessary:

• Your personal details:
• personal details - Identity, Address, Contact details, Relationship
• contact requirements - Permit to Enquire, Nominee
• Australian residence
• child details
• Your circumstances:
• employment and study details
• any government payments
• Your financial details:
• savings
• investments
• business, trust and companies, real estate
• employment income
• compensation
• overseas income
• study assistance
• additional circumstances

If the customer cannot provide all their income information, this can be given on a paper form. This is advised at Next steps.

Outstanding items

This section will display if the customer has selected 'Provide details later' in any of the previous sections of the claim. The items can be selected and the customer will be navigated back to the relevant section of the claim to make the update.

Confirm details

A summary is provided of all the information given by the customer. The customer can check what they have entered is correct. The information displays in sections (such as Circumstance details).

A summary of My profile details also displays. Customers must ensure all information is correct.

To correct online claim or My profile details, the customer can select Update to change their answers. This will take them back to My profile or the relevant section of the claim to review/update the specific claim questions and responses.

Declaration

Once all information is correct, the customer must accept the declaration by ticking the box. Completing the declaration means, a signed claim form is not required.

Acknowledgement

The customer must accept the acknowledgement by ticking the box. Completing the acknowledgement means the customer understands and agrees to the terms of their claim.

Confirm information

The customer must select Confirm Information to save all the details provided in the claim. No answers in the claim can be changed once this button is selected.

At the Next steps section, the customer can:

• upload documents, and
• submit their claim

Customers can access their started online claim using:

• Centrelink online account, or
• Express Plus Centrelink mobile app

In the Next steps section, customers can select Upload documents next to each listed task to upload documents:

• Service Officers can scan the documents and submit the claim for the customer if needed:
• scan the documents
• run the Request and Manage Customer Tasks guided procedure to submit the claim
• customers who have uploaded or provided documents before starting the online claim or Assisted Customer Claim (ACC) may still have Required shown against these tasks/documents. If this occurs, the customer can either:
• upload the document again on Documents and Forms section > Next steps, or
• contact the agency to change the document status from Required to Provided. In this case, Service Officers can run the Request and Manage Customer Tasks guided procedure

Customers must:

• answer all mandatory questions
• provide all their required documents
• verify their identify (if their identity status is not confirmed)

Exceptions will be made for some vulnerable customers.

Claims not submitted within 13 weeks will expire.

The claim cannot be submitted if the Required tasks are not complete.

Once the relevant tasks are completed, the Submit button will become available so the customer can submit their claim.

Procedure ends here.

The preferred method of claiming LIC is online.

Where the customer has declined online and staff assisted claim options, issue a Claim for a Health Care Card (SS050).

Customers must meet the LIC qualification criteria and provide the following documents:

• identity confirmation for the customer and their partner (if the partner is not on an income support payment or a Department of Veterans' Affairs (DVA) payment)
• proof of Australian residence for customer and partner, if not already provided as part of their identity confirmation or verified through the datalink with the Department of Home Affairs
• proof of income for customer and partner if not already available on customer's and partner's record

Procedure ends here.