Skip to navigation Skip to content

Portability of concession cards 061-01080000

Expand/Collapse all sectionsExpand all



This document outlines the actions to take when a customer advises they are leaving Australia and they hold a Pensioner Concession Card (PCC), Health Care Card (HCC), Commonwealth Seniors Health Care Card (CSHC), ex-Carer Allowance Health Care Card (EHC), Foster Child Health Care Card (FST) or Low Income Health Care Card (LIC). It also, explains how their departure may affect their card entitlement.

On this page:

Concession card holder advises their departure from Australia

Action to take for each concession card

Concession card holder advises their departure from Australia

Table 1

Expand table

Step

Action

1

Customer advises they are leaving Australia

This procedure should be used for customers who hold a:

  • Low Income Health Care Card (LIC)
  • Ex-Carer Allowance (child) Health Care Card (EHC)
  • Foster child Health Care Card (FST)
  • Commonwealth Seniors Health Card (CSHC)
  • Pensioner Concession Card (PCC)
  • Health Care Card (HCC)

A self service option is available The customer may contact after using the Travelling outside of Australia service within their Centrelink online account. If the online service has already coded the absence, details are recorded in a DOC. The online service may refer the customer to contact to:

  • have their absence coded, or
  • explore further portability for their situation

In either case the Service Officer must run the Portability Script.

Note: neither the Travelling Outside of Australia Service in the Centrelink online account, nor the Portability Script can be used for non-income tested concession cards. Answer no to the question below and go to Step 2.

Is the script working?

  • Yes, go to Coding absence using the Portability Script - Departures and Returns for customer leaving Australia, procedure ends here
  • No, go to Step 2

2

Is the customer leaving Australia to live in another country?

For FST, the card will be cancelled if either the foster child or foster carer are leaving Australia to live in another country.

Is the customer (or foster child for FST) leaving to live in another country?

3

Leaving Australia temporarily

In most cases customers do not need to advise the agency:

  • if they are leaving Australia temporarily for less than 6 weeks, or
  • when they have returned from a temporary absence

There are however particular circumstances where customers should advise of a departure prior to leaving Australia or advise they have returned to Australia.

See Table 2 > Step 1.

4

Customer leaving Australia to live in another country

Concession card entitlement will cease from the day they leave Australia. They will not be able access any entitlements on the actual day they leave.

Before finalising the cancellation action, discuss the decision with the customer. Tell them that if they return to Australia in the future, they will need to re-claim their concession card and any associated payment.

An automatic letter will be issued to advise the customer their card has cancelled as they are no longer a resident of Australia.

Record the decision in a DOC.

5

Recording the absence to live in another country

Record the change of address on Address Details (AD) screen if the customer has provided new address details. Note: it is not mandatory for the customer to provide an address outside Australia.

Update the Country of Residence (CRES) screen.

Go to the Assessment Results (AR) screen and finalise the activity. Check that payment will cease from date of departure for a residence related reason.

Do not inhibit the advice.


Action to take for each concession card

Table 2

Expand table

Step

Action

1

Type of concession card

If the customer has a:

2

Customer has a PCC or automatic issued HCC

Explain to the customer their concession card will remain current for up to 6 weeks from the date they leave Australia, if any associated payment they receive also remains current during that period.

If their payment stops, such as JobSeeker Payment (JSP), their PCC or HCC will cancel:

  • If the customer's payment stops immediately when they leave Australia, their entitlement to PCC or HCC stops from that date. For example, if a JSP customer travels overseas for a non-approved reason, they cannot access entitlements on the date of departure
  • If the person returns to Australia before their entitlement ceases, they may continue to use their card, immediately on their return. This is provided the card has not passed its normal expiry date
    Note: most concessions are not available outside Australia
  • If the customer remains overseas longer than 6 weeks, but their payment remains current, their concession card will reactivate on their return to Australia. A new card will not be issued unless the card has passed its normal expiry date
  • If the customer's payment stops during their absence from Australia, and it is restored when they return, a new concession card will only be issued if the card has passed its normal expiry date
  • If the customer's payment cancels during their absence from Australia, a new concession card will be issued if their payment is re-granted
  • If the customer holds a non-income tested PCC and they return to Australia:
    • within 13 weeks of the card being cancelled, the card will automatically reissue when they return to Australia
    • more than 13 weeks after the card was cancelled, the card will not reissue automatically. They will need to contact Services Australia to have their card reinstated

Go to Step 5

3

Customer has a CSHC

Explain to the customer that their concession card will remain current for 19 weeks from the date they temporarily leave Australia.

Their concession card can be used in Australia on the day they leave. If they return within 19 weeks, they can use the card immediately on their return. This applies as long as the card has not passed its normal expiry date. If the normal expiry date has been exceeded, a new card will be issued to their usual address. Note: most concessions are not available outside Australia.

For CSHC customers, Quarterly Supplement can be paid for up to 6 weeks from the date of departure if the:

  • customer remains qualified during this period, and
  • test day falls within 6 weeks of the departure date

If the customer remains overseas longer than 19 weeks, tell them:

  • they will need to re-claim their card on their return to Australia, and
  • before departure, they should provide income details from their Tax Notice of Assessment from either of the previous 2 financial years, unless they are not required to lodge an income tax return. They should also provide a schedule or SA330 for any account-based income streams owned by the customer or their partner that are not already recorded. This will enable them to complete a verbal re-claim once they return to Australia, provided they contact within 13 weeks of their CSHC being cancelled
  • if they re-claim:
    • within 26 weeks of cancellation, they may complete a re-claim
    • after 26 weeks, they must complete a full new CSHC claim

For more information, see:

Go to Step 5

4

Customer has a LIC, FST or EHC

Explain to the customer that their concession card will remain current for 6 weeks from the date they temporarily leave Australia.
Note: for FST, only the foster child’s temporary absence is subject to portability requirements. The card is not affected by the temporary absence of the foster carer.

The customer can use their concession card in Australia on the day they leave. If they return before 6 weeks, they can use the card immediately on their return. This applies as long as the card has not passed its normal expiry date. If the normal expiry date has been exceeded a new card will be issued to their usual address.
Note: most concessions are not available outside Australia.

If the customer remains overseas longer than 6 weeks, tell them they will need to re-claim their card on their return to Australia.

For more information, see:

Is the customer the holder of a FST or EHC concession card?

  • Yes, the Portability Script - Departures and Returns will provide the correct portability decision for these cards. However, the system will not stop the concession entitlement 6 weeks after the customer leaves Australia. If the customer is unsure of their return date, or they plan to remain overseas for close to 6 weeks, record a review to manually cancel their EHC or FST if required. Go to Step 5
  • No, go to Step 5

5

Record overseas absence

Note: it is not mandatory for the customer to provide an address outside Australia.

Update the following:

  • If the customer has provided:
    • a new address, record the change of address on the Address Details screen
    • an overseas phone number or email address, see overseas telephone number
  • Customer Advised Travel Details (RSCD) screen
  • Go to the Assessment Results (AR) screen and finalise the activity
    Note: the reassessment will not occur until the customer actually leaves Australia
  • If the script can be run and the customer requests the portability advice in a letter, issue a Pre-Departure Interview Portability Decision (XOB101) letter