Changing the return date for an absence from Australia 061-03040040

The Department of Home Affairs generally advises when a customer or child leaves or returns to Australia. The Centrelink system uses the information to assesses the portability of payments and concession cards. The assessment will happen regardless of whether the customer has told Services Australia their travel details. Note: do not cancel Department of Home Affairs datalink activities.

Where the customer gives evidence they travelled on different dates, the agency should consider using those different dates, if both the following apply:

• the new dates are logical
• the results will be a better outcome for the customer

This most often happens if a customer passes through Australian customs on one day but the flight leaves the next day.

In many cases, customers do not have to tell the agency if they are leaving Australia temporarily for less than 6 weeks, or when they have returned from a temporary absence.

When customers do need to tell us about a departure before leaving Australia or when they have returned to Australia they can use the Travelling outside of Australia service. This service is in their Centrelink online account. If the travel or portability assessment is complex the online service will ask them to contact the agency.

Services Australia website lists when customers must tell the agency they are leaving or returning to Australia. The Resources page has a link.

Some payments will reduce or stop after a certain period outside Australia. As a result, changing the date of return to Australia can affect a customer's payment. It is very important that a customer is clearly advised of any effect on their payment if they advise of a delayed return to Australia.

Where a customer is prevented from returning to Australia for certain reasons, they should also be given the opportunity to apply for an extension to their payment. Customers on a restricted portability payment who require more time outside Australia for an approved reason should also be given an opportunity to apply for an increase in their approved portability period.

If the customer is still outside Australia, the Service Officer must use the Portability script - Departures and Returns to ensure that a new and correct decision is made and the customer receives advice of the effect on their payment. However, the portability script cannot code the change in return date, so this must be done manually.