Coding a paper claim for Carer Payment (CP) where the care receiver is 16 years of age or over 009-04050060

This procedure assumes the carer and care receiver have met the qualifications for this payment, and the fully completed and signed claim for CP has been lodged.

For qualification information, see eligibility for Carer Payment (CP) when a care receiver is aged:

• 16 years or over. If the claim is for CP (adult) because the CP (child) care receiver is turning 16 or has turned 16, see Carer Payment (CP) and/or Carer Allowance (CA) Child to Adult Transfer (CTAT) before proceeding.
• under 16

Only action manual updates if the relevant script or guided procedure is not available.

Eligible carers will receive payments or concession cards from the date they actually submit a complete claim with all relevant supporting documentation.

Note: different processes apply for carers in vulnerable circumstances, see Intent to claim and vulnerable customers.

Identity Confirmation

If a carer does not have a Confirmed Identity status on the Identity Summary screen, they will be required to provide documents that establish commencement of identity (COI) and use of identity in the community (Primary Use in the Community (PUIC) and Secondary Use in the Community (SUIC)). The link between the identity and the individual will then be established via a photographic identity document. See Identity Confirmation.

If required, code identity documents using the Identity Confirmation Dashboard in Process Direct.

Process Direct will ask for information including:

• address
• payment destination
• marital status
• Identity Confirmation
• Tax File Number, and
• any other screens that may need updating

Update carer's details as needed.

To link care receiver:

• key care receiver's details until the Link Confirmation (LC) screen displays
• confirm that it is the correct care receiver record, and
• update income and assets as per prompts for the care receiver

If the care receiver cannot be identified after extensive efforts (phone calls, Request for Information (RFI) letter to the carer, system searches), see Rejecting a Carer Payment (CP) paper claim.

If this is a change in care, due to a system limitation, the date of effect of the claim for CP cannot be keyed as the cancellation date of the CP for the previous care receiver. This means the carer may miss out on payment for 1 day. For example, CP is cancelled from 4 February and paid up to and including 3 February. The system only allows CP for the new care receiver to be granted from 5 February so the carer is not paid for 4 February. In these cases:

• cancel the CP from Date Paid To (DPT) -1 using cancellation code CLR – withdrawn/voluntary surrender. See Cancellation and suspension of Carer Payment and/or Carer Allowance
• zero the resultant debt in the activity before finalising. See Payment of arrears after reassessment
• grant CP from DPT+1 for the new care receiver

Note: cancelling CP (child) will also auto-cancel CA (auto).

To ensure the carer is advised of the correct cancellation date, a manual cancellation letter Q134 is also required. For more information, see Creating a Q134 letter.

This will ensure the correct date of grant appears on the carer's Pensioner Concession Card (PCC) and the grant letter.

If the care receiver is eligible for or receives:

• a Centrelink payment, go to Step 6
• a Department of Veterans' Affairs (DVA) payment, go to Step 5
• neither, the care receiver will be tested under the non-customer Care Receiver Income and Assets (CRIA) test, see Components of the Care Receiver Income and Assets (CRIA) test
• key the income and assets details, taking care to disregard certain assets, including the family home, funds from National Disability Insurance Scheme deposited into an account specifically for the purposes of managing the care receiver's package of support, and assets obtained to specifically help the care receiver in respect of their disability. To do this code the CRIA screen
• record the residence information for the care receiver
• a review will auto-create for 1 November of the year after the grant
• if the income is too high, the CP will reject CIH. Go to Step 8
• if the assets are too high, the CP will reject CAS. Go to Step 8
• if no income or assets are provided, the CP will reject IAU. Go to Step 8
• if the payment is not rejected, go to Step 10

If the care receiver is in receipt of a DVA income support payment, they are exempt from the CRIA Test. To ensure this exemption is applied correctly, key the details of all DVA payments received on the Veterans' Affairs Pension (DVA) screen.

If the care receiver is:

• not receiving a Centrelink benefit or pension, contact Centrelink's DVA Clearance Team (SCS), via email who will verify and key all the DVA payments made to the care receiver. If urgent updates or information is required, contact the team by phone
• not in receipt of a DVA Income Support Payment, the care receiver will be assessed under the Care Receiver Income and Assets (CRIA) test and the CRIA screen must be keyed in addition to the DVA screen
• only in receipt of a non-income tested payment from DVA (for example, War Widows Pension - (WWP)) they are subject to the CRIA test. In such a case, in addition to coding the DVA payment, income and asset details must also be coded on the CRIA screen
• in receipt of a non-income tested payment (such as WWP) in addition to a DVA Income Support Payment, they are not subject to the CRIA test. Do not code the CRIA screen

Go to Step 8.

Complete the screen flow to calculate the Adult Disability Assessment Tool (ADAT) score.

Note: if an adult care receiver has a terminal illness, and the THP indicates on the medical report (Carer Payment and/or Carer Allowance Medical Report for a person 16 years or over form (SA332a)) they are not expected to live more than 3 months, the care receiver is medically eligible to qualify their carer for both CP and/or CA without the need for an ADAT assessment.

Complete the CRP/ADD activity on the care receiver's record by finalising on the Assessment Results (AR) screen.

After completing this activity, the carer's record will be displayed.

Code an absence when a carer has:

• respite provisions, or
• hospitalisation provisions

If there is an absence to update, 'S'elect the absences screen update as appropriate.

For help, see:

• Coding a one-off absence for Carer Payment (CP)/Carer Allowance (CA) when the care receiver is absent
• Coding a regular absence for Carer Payment (CP) and/or Carer Allowance (CA) when the care receiver is absent

Income and asset coding and verification requirements for CP new claims differ according to whether:

• the customer is single or partnered, and
• or not the carer is a current income support payment (ISP) customer

Carer and/or partner is current on ISP

The usual notification rules as per Coding income and assets for Centrelink payments and services apply in relation to whether verification is required/requested.

The claim outcome is not delayed while waiting for any verification.

Non-current claimant is single or with a non-current partner:

• Rejections:
• Medical and/or ADAT rejection at Streaming - Income and Asset coding is required
• If it appears income and asset levels advised will preclude payment - all coding is to be done and allow the system to reject. No verification is required (unless necessary to accurately determine the value, for example, managed investment)
• Basic eligibility not met (that is, residence qualification) - any Income and Asset details that have not been keyed or verified are required to be keyed at finalisation
• Grant:
• All income and assets coding is to be done. If a request for additional information required, see Requesting information (CLK)
• The claim cannot be finalised until all verification has been received
• If the carer does not return the required information, reject the claim FRC. Note: different processes apply for carers in vulnerable circumstances, see Intent to claim and vulnerable customers

If the carer requires a social work referral, the referral must not be delayed while waiting for the carer to return information.

See Assessing the Income and Assets (SA369) or Recording and correcting employment income details.

If the carer is receiving a disability payment from the DVA, do not reject their claim based on income before checking whether they may be entitled to receive Defence Force Income Support Allowance (DFISA). The system will be able to identify these customers if the claim is correctly keyed including DVA disability payment details.

The Energy Supplement is paid if the carer is eligible. If a frequency change is requested, check/update the Energy Supplement payment frequency option.

On the record of the:

• carer, record all details on a DOC including details of the carer receiver's income and assets
• care receiver, record details on a DOC of the CRIA test outcome

The Resources page contains a table of where the most recent medical report causes the cancellation of CA.

Finalise the activity via the Assessment Results (AR) screen.

Does warning message W223FY FTB estimate on FTI/FTF is not reasonable appear on the Assessment Warning and Error (AWE) screen, or is the carer in receipt of Family Tax Benefit (FTB) / Child Care Subsidy (CCS) and require a revised income estimate to include CP?

• Yes, a revised family income is needed. If unable to contact the customer to obtain a revised estimate, a request for an estimate will be auto-sent. Go to Step 11
• No, go to Step 11

Arrears appear incorrect

Ensure the previous income support payment was cancelled from the correct date and CP was granted from the correct date.

If the previous income support payment was not cancelled

This is done via the Benefit Action (BA) screen, using field help ('?') for relevant values:

• key the previous payment code into the SvcRsn field
• key 'CAN' (cancel) in the Action field
• key the reason code in the Reason field. Use field help ('?') for valid values
• key the relevant date in the Effect Date field
• complete footer details then press [Enter]
• ensure the cancellation activity is finalised on the Assessment Results (AR) screen before continuing with this procedure

No Benefit Transfer (BTR) activity

No BTR activity at AR, usually indicates a limiting date error and the case needs to be referred to ICT. A limiting date error would usually result in CP being granted from an incorrect date.

This procedure assumes the carer and care receiver qualify for this payment, and the fully completed and signed claim for Carer Payment has been lodged.

For more information, see eligibility for Carer Payment (CP) when a care receiver is aged:

• 16 years or over. If the claim is for CP (adult) because the CP (child) care receiver is turning 16 or has turned 16, see Carer Payment (CP) and/or Carer Allowance (CA) Child to Adult Transfer (CTAT) before proceeding
• under 16

When the Social Application (SOA) been created, go to Step 2.

If the claim is because of a change in care receiver, go to Step 6.

Eligible carers will receive payments or concession cards from the date they submit a complete claim with all relevant supporting documentation.

Note: different processes apply for carers in vulnerable circumstances, see Intent to claim and vulnerable customers.

Identity Confirmation

If a carer does not have a Confirmed Identity Status on the Identity Summary screen, they will be required to provide documents that establish commencement of identity (COI) and use of identity in the community (Primary Use in the Community (PUIC) and Secondary Use in the Community (SUIC)). The link between the identity and the individual will then be established via a photographic identity document. See Identity Confirmation.

If required, code identity documents using the Identity Confirmation Dashboard in process Direct.

After indexing, record the residence information. For help, see Residence assessment for customers claiming Carer Payment (CP). Press [Enter].

The Customer Details Task (CDTS) screen will display. Select the relevant fields and complete the screens that have been selected including the address, payment destination, marital status, POI and any other screens that need updating.

The final screen in the CDTS screen flow is Care Receiver Summary (CRS) screen.

Does the name of the care receiver who this claim concerns appear on the CRS screen?

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

E585CU - Incomplete CP link exists

If this error message displays in the activity, go to the Link Summary (LS) screen, select the link with no name attached and then on the Other Customer Links (OCL) screen use the action field to delete the incorrect link. If the link is:

• current (CUR) for CP, the carer is already receiving CP for this care receiver. Reject the claim for CP. Record details on a DOC in the carer's record. Procedure ends here
• not CUR, but is for CP, 'S'elect the name and press [Enter]. Go to the care receiver's record
• to another payment:
• 'S'elect the name and key 'Y' in the relevant Add a new care receiver or new link type? field. Press [Enter]
• The Link Confirmation (LC) screen will display, with Y in the Confirm Selection field. Press [Enter]

If the care receiver's name does not appear on the CRS screen with a CP link, add a new care receiver.

If this is a change in care, due to a system limitation the date of effect of the claim for CP cannot be keyed as the cancellation date of the CP for the previous care receiver. This means the carer may miss out on payment for 1 day. For example, CP is cancelled from 4 February and paid up to and including 3 February. The system only allows CP for the new care receiver to be granted from 5 February so the carer is not paid for 4 February. In these cases:

• cancel the CP from Date Paid To (DPT) -1 using cancellation code CLR - withdrawn/voluntary surrender. See Cancellation and suspension of Carer Payment and/or Carer Allowance
• zero the resultant debt in the activity before finalising. See Payment of arrears after reassessment
• grant CP from DPT+1 for the new care receiver

Note: cancelling CP (child) will also auto-cancel CA (auto).

To ensure the carer is advised of the correct cancellation date, a manual cancellation letter is also required.

This will ensure the correct date of grant appears on the carer's Pensioner Concession Card (PCC) and grant letter.

If the care receiver has passed away and the customer is claiming for another care receiver, see Table 4, Step 5 in Death of an adult or child care receiver and the effect on Carer Payment (CP).

On the Activity List (AL) screen:

• 'S'elect the CRP/ADD activity and press [Enter]
• the CDTS screen will display with relevant fields selected. Press [Enter]
• the POI Document Selection (PDS) screen will display. If the care receiver has a 'Confirmed' or 'Non-payment Identity Confirmed' status on the Identity Summary screen, key 'IC' on the legacy POI screen
• if the care receiver was born overseas, the Residence Cluster Task Selector (RETS) screen now displays. Record the residence information for the care receiver

See Table 3, Step 1.

Is the care receiver eligible for, or receiving:

• a Centrelink income support payment, go to Step 3
• a Department of Veterans' Affairs (DVA) payment, go to Step 2
• neither: the care receiver will be tested under the CRIA test, see Components of the Care Receiver Income and Assets (CRIA) test
• key the income and assets details, to do this go to the Care Receiver Income and Assets Details (CRIA) screen, see Coding the Care Receiver Income and Assets Details (CRIA) screen
• a review will auto-create for 1 November of the year after the grant
• if the income is too high, CP will reject CIH, go to Step 7
• if the assets are too high, the CP will reject CAS, go to Step 7
• if no income or assets are provided, the CP will reject IAU, go to Step 7
• if CP is not rejected, go to Step 3

If the care receiver is in receipt of a DVA Income Support Payment, they are exempt from the Care Receiver Income and Assets (CRIA) test. To apply the exemption, key the details of all DVA payments received on the Veterans' Affairs Pension (DVA) screen.

If:

• not receiving a Centrelink benefit or pension, contact Centrelink's DVA Clearance Team (SCS), via email who will verify and key all the DVA payments made to the care receiver. If urgent updates or information are required contact the team by phone
• not in receipt of a DVA Income Support Payment, the care receiver will be assessed under the CRIA test. Code the CRIA screen in addition to the DVA screen
• only in receipt of a non-income tested payment from DVA (for example, War Widows Pension - WWP) they are subject to the CRIA test. In such a case, in addition to coding the DVA payment, key income and asset details on the CRIA Screen
• in receipt of a non-income tested payment (such as WWP) in addition to a DVA Income Support Payment, they are not subject to the CRIA. Do not code the CRIA screen

Go to Step 4.

'S'elect any screens as required (to update details not inserted on the CDTS screen).

Go to the CRS screen in the care receiver's record.

'S'elect 'SELF'. Press [Enter]

The Care Receiver Task Selector (CETS) screen will display.

Both the Disability Assessment Tool and the Care & Institution Details fields will be auto-selected. Press [Enter].

Complete the screen flow to calculate the Adult Disability Assessment Tool (ADAT) score.

The CRCI screen will display as it is auto-selected (this screen is compulsory).

If two carers are qualified for CP in respect of the care receiver, go to Step 7.

If another carer was receiving CP for the care receiver and the CRCI screen was not updated to show care ceased and the start date for the new carer is:

• after the date paid to for the previous carer/s:
• add a new line on the CRCI screen, and
• key ‘no’ in constant care for the previous carer/s from the date of cancellation
• before the date paid to for the previous carer/s:
• investigate the date the previous carer/s ceased providing care. If there is a dispute about dates in care, see Change of care for Carer Payment (CP) and Carer Allowance (CA) customers
• once the date has been confirmed, add a new line on the CRCI screen, and
• key ‘no’ in constant care for the previous carer/s from the date care ceased

Add a new line on the Care Receiver Care and Institution Details (CRCI) screen for the current carer and:

• key the date in the Date of Event field
• Carer Number/CRN field, key the carer's Customer Reference Number (CRN)
• in the Carer Is field, key the relationship between the carer and the care receiver, use field help (?) for codes
• in the Constant Care field, key:
• 'Y' for yes. In this case, determine if constant care is provided, taking into consideration indicators that constant care is not being provided
• 'M' for providing constant care but not as the primary carer, or
• 'N' for no
• on the SA332A form there are 3 questions for the THP, about the care required:
• Question 4 relates to care on a daily basis
• Questions 5 and 6 relate to whether the carer is claiming CP, and if so whether the amount of care required is significant
• If the carer answers No to their question, or the THP answers Yes to Question 5 and No to Question 6, determine if constant care is provided.
  If it is deemed that constant care is not being provided, record 'N' in this field on the CRCI screen. This will result in rejection of the claim.
  Key M' when determining that, even though a carer is providing constant care, the ADAT score is insufficient to qualify multiple carers for payment for the same care receiver, and another carer has been determined to be the primary carer providing constant care. This will result in rejection of the claim. See Carer Payment (CP) for 2 or more carers in respect of the same care receiver
• leave the Permanently in Institution field blank
• press [Enter]

Go to the Assessment Results (AR) screen and complete the Care Receiver CRP/ADD activity.

Type 'FL' in Nxt field and press [Enter] to return to the Carer's New Claim activity.

• go to the Activity List (AL) screen
• 'S'elect the CAR/NCL activity
• press [Enter]

The PTS screen will be presented with screens auto selected.

One of the screens auto selected on PTS is the Pensions Assessment (PNA) screen. This screen will display the Start Day it has calculated. See Start Day.

• At the CRS screen select the care receiver for this claim. Press [Enter]
• The CETS screen will display, 'S'elect the absences screen if there is an absence to code. Code an absence when a carer has:
• a respite care absence, or
• a hospitalisation absence
• Update any income and assets the carer has advised on the Income and Assets form SA369 or SA414

Press [Enter].

Income and asset coding and verification requirements for CP new claims differs according to:

• whether the carer is single or partnered, and
• whether or not the carer is a current income support payment (ISP) customer

Carer and/or partner is on ISP

• The usual notification rules as per Coding income and assets for Centrelink payments and services apply in relation to whether verification is required/requested
• The claim outcome is not delayed while waiting for any verification

Non-current claimant is single or with non-current partner

• Rejections
• Medical and/or ADAT rejection at Streaming - Income and Asset coding is required
• If it appears Income and Asset levels advised will preclude payment - all coding is to be done and allow the system to reject. No verification is required (unless necessary to accurately determine the value, for example, managed investment)
• Basic eligibility not met (that is, residence qualification) - any Income and Asset details that have not been keyed or verified are required to be coded at finalisation
• Grant
• All income and assets coding is to be done. If a request for additional information required, see Requesting information (CLK)
• The claim cannot be finalised until all verification has been received
• If the carer does not return the required information within 14 days reject the claim FRC. Note: different processes apply for carers in vulnerable circumstances, see Intent to claim and vulnerable customers
• If the carer requires a social work referral, the referral must not be delayed while waiting for the carer to return information

See Assessing the Income and Assets (SA369) or Recording and correcting employment income details.

If the carer is receiving a disability payment from the DVA, do not reject their claim based on income before checking whether they may be entitled to receive Defence Force Income Support Allowance (DFISA). The system will be able to identify these customers if the claim is correctly keyed including DVA disability payment details.

The Energy Supplement is paid if the carer is eligible. If a frequency change is requested, check/update Energy Supplement payment frequency option.

• On the carer's record - record all details on a DOC including details of the carer receiver's income and assets
• On the care receiver's record - record details on a DOC of the CRIA test outcome. Finalise the activity via the Assessment Results (AR) screen

Medical report for a CP claim results in CA cancellation

• Carer claiming CP receives CA for the adult then cancel CA. See Cancellation and suspension of Carer Payment and/or Carer Allowance
• Another carer receives CA for the adult then conduct a medical review. See Medical reviews for Carer Payment (CP) and/or Carer Allowance (CA) (adult)

The Resources page contains a table with more detailed instruction where the most recent medical report causes the cancellation of CA.

Does warning message W223FY FTB estimate on FTI/FTF is not reasonable appear on the Assessment Warning and Error (AWE) screen, or is the carer in receipt of Family Tax Benefit (FTB) / Child Care Subsidy (CCS) and require a revised income estimate to include CP?

• Yes, a revised family income estimate is needed. See Helping families provide a reasonable annual income estimate for family assistance payments. If unable to contact the customer to obtain a revised estimate, a request for an estimate will auto-send. Go to Step 12
• No, go to Step 12

Arrears appear incorrect

Ensure the previous income support payment was cancelled from the correct date and CP was granted from the correct date.

Previous income support payment not cancelled

This is done via the Benefit Action (BA) screen, using field help ('?') for relevant values.

• key the previous payment code into the SvcRsn field
• key 'CAN' (cancel) in the Action field
• key the reason code in the Reason field. Use field help (?) for valid values
• key the relevant date in the Effect Date field
• complete footer details then press [Enter]
• finalise the cancellation activity on the Assessment Results (AR) screen before continuing with this procedure

No Benefit Transfer (BTR) activity

No BTR activity at AR usually indicates a limiting date error and the case needs to be referred to ICT. A limiting date error would usually result in CP being granted from an incorrect date.