Portability of concession cards 061-01080000

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 is to run the script.

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)

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, and the interview cannot be delayed, go to Step 2, or
  if the interview can be delayed:
• Book an appointment to be completed by the customer's local service centre
• Ensure customer contact details are correct
• Record details on a DOC
• Procedure ends here

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

• Yes, go to Step 4
• No, go to Step 3

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 Step 1 in Table 2.

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

Prior to finalising the cancellation action, discuss the decision with the customer. Explain the decision to the customer and that they would need to reclaim their concession card and/or any associated payment if they ever decided to return to Australia.

Ask the customer if they have any further questions. If not, the interview can be completed.

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

Record the decision in a DOC.

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.

If the customer has a:

• PCC or automatic issued HCC, go to Step 2
• CSHC, go to Step 3
• LIC, FST or EHC, go to Step 4

Explain to the customer that their concession card will remain current for up to 6 weeks from the date they leave Australia as long as any payment they may be on also remains current. If their payment stops, such as JobSeeker Payment (JSP), their PCC or HCC will also cancel:

• If the customer's payment stops immediately on departure, such as for JSP going overseas for a non-approved reason, then entitlements cannot be accessed on the date of departure
• As long as the person returns before their entitlement ceases, they can use the card immediately on their return as long as it has not exceeded the normal expiry date on the card. 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 normal expiry date on the card has been exceeded
• If the customer's payment ceases during their absence from Australia, and is restored on return to Australia, a new concession card will not be issued unless the normal expiry date on the card has been exceeded
• 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 is the holder of a non-income tested PCC the card will automatically reissue of the customer returns to Australia within 13 weeks of cancellation
• If the customer is the holder of a non-income tested PCC they will need to contact to have their card reinstated if they return to Australia outside the 13 weeks cancellation period
• Ask the customer if they have any further questions. If not, the interview can be completed

Go to Step 5

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 of departure and, as long as the person returns before their entitlement ceases, they can use the card immediately on their return as long as it has not exceeded the 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, Seniors Supplement can be paid for up to 6 weeks from the date of departure, provided the customer still qualifies and if the test day falls within 6 weeks of the date of departure.

If the customer remains overseas longer than their maximum portability period, advise the customer:

• Of requirements 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 two financial years unless they are 'not required to lodge' an income tax return and a schedule or SA330 for any account-based income streams owned by the customer (and partner) not already recorded on SUPS. This will enable them to complete a verbal reclaim once they return to Australia provided they contact within 13 weeks of their CSHC being cancelled
• If a CSHC customer reclaims within 26 weeks of cancellation they may complete a re-claim. If they re-claim after 26 weeks, they must complete a full new CSHC claim

Ask the customer if they have any further questions. If not, the interview can be completed.

For more information, see:

• Re-claim for a Commonwealth Seniors Health Card (CSHC)
• Re-claiming a Commonwealth Seniors Health Card (CSHC) (including verbal re-claims) after a portability cancellation

Go to Step 5

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's concession card can be used in Australia on the day of departure and as long as they return before their entitlement ceases, the customer can use the card immediately on their return as long as it has not exceeded the 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 their maximum portability period, advise them of requirements to re-claim their card on their return to Australia.

For more information, see:

• Low Income Health Care Card (LIC)
• Foster Child Health Care Card (FST)
• Ex-Carer Allowance (child) Health Care Card (EHC)

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. Therefore, if the customer is unsure of their return date or is planning on remaining overseas for close to the 6 weeks, record a review to manually cancel their EHC or FST. Go to Step 5
• No, go to Step 5

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

• Code the overseas telephone number and/or email address if provided
• Update the 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 script can be run and the customer requests the portability advice in a letter, manually issue the customer with a Pre-Departure Interview Portability Decision (XOB101) letter