Carer Allowance (CA) income reviews 009-18090411

This document explains how carers and their nominees can complete a CA income review, and how to process CA income reviews lodged online and paper forms in Process Direct.

Manually issue a staff initiated CA income review

This page describes when and how to manually issue a staff initiated CA income review.

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Change of circumstances

Returned SA489 form and/or documents for the review and action of the RFI activity

Correct a CA income review in Process Direct

Restoring CA after suspension or cancellation - Failed to Reply to Correspondence (FRC) for not completing a CA income test review

Customer advises a change of circumstances

Table 1: this table describes what staff should do when a customer contacts to advise a change of circumstance or request a reassessment of their (and their partner's) adjusted taxable income (ATI).

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Step	Action
1	Customer advises of a change in circumstance If a customer contacts to: advise a change of circumstance or to request a reassessment of their (and their partner's, if applicable) adjusted taxable income (ATI), staff must initiate a manual CA income review provide their ATI verbally, key the details on the Carer Allowance Adjusted Taxable Income (CAATI) screen. A CA income review is not required. Go to Table 2 cancel their CA, see Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA) Staff must initiate a manual CA income review when a customer contacts to advise: they (or their partner, if applicable) now have an account-based income stream and the account holder is 60 years of age or older their adjusted taxable income (ATI) for the previous tax year was over the limit the carer has been linked to a new partner, except where the carer has already provided ATI information in the financial year they became partnered. The ATI does not have to be for the financial year they became partnered. Note: a review is not required if the carer becomes single, widowed divorced or separated the carer and/or their partner loses entitlement to all benefits that previously entitled them to an exemption from providing their ATI they are requesting a reassessment of their (and their partner’s, if applicable) adjusted taxable income (ATI) If the customer or their partner receives a qualifying income tested payment or card, they may be exempt from providing their income details for the CA income test. A CA income test review is not required if they are exempt. Is the customer advising of one of the above changes in circumstances? Yes, go to Step 2 No, procedure ends here.
2	Start a manual CA income review To initiate a manual CA income review: see Table 2 > Step 5 in Requesting information (CLK) and select form SA489 at Information to be supplied within, select 28 days a review date will automatically apply using the RFI - no manual review is required record a Note on the customer’s record Note: the Carer Allowance adjusted taxable income details form (SA489) form is not included with the RFI letter. Tell the customer to download the form from the Services Australia website. Only use the Mail Forms guided procedure for customers who cannot download and print the SA489 form from the website. An RFI must always be sent, as the Mail Forms guided procedure will not automatically issue advice with enough detail to support further action (such as suspension, if the customer fails to provide the details). If the customer requests their payment be cancelled as they do not wish to provide an ATI verbally or complete the SA489 form. CA can be cancelled Customer Request (CLR). See Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA). When the customer returns the SA489 form, go to Table 2.

Returned SA489 form and/or documents for the review and action of the RFI activity

Table 2: this table describes how service officers assess the RFI notice, the SA489 form and/or supporting documentation for the CA income review.

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Step	Action
1	Lodgement of review or documentation Customers can lodge documents by: using online services to upload documents. When uploading forms: for document type, select Centrelink form key form title or code (on left side of form) taking them to their nearest service centre, or posting them to Centrelink - Carer Services Once an SA489 form is lodged, check all supporting evidence/documents have been submitted. When a CA paper SA489 form is received, scan the form together with any supporting documents to Document Tools on the customer's record. Do not scan to store. If supporting documentation is provided separately after the SA489 paper review has been submitted: scan documents to the customer’s record, and select appropriate unstructured (UNS) form type if required Go to Step 2.
2	Check the customer’s record The customer may now be exempt from providing their income details for the CA income test because they or their partner receives a qualifying payment or card. Check the customer’s record to determine if the review is no longer required as the customer is exempt. Is the customer exempt from the review? Yes, close the RFI work item and record a Note on the customer’s record. Procedure end here. No, go to Step 3.
3	Follow up - Request for Information (RFI) Check the customer’s record for the requested information. This could include a form being returned after they were suspended or cancelled for not replying to the RFI. Check DOCs and scans to ensure the customer has now supplied all required information. If all requested information has: been returned, go to Step 4 not been returned within the allowed time: suspend the customer's Carer Allowance (CA) FRC. See Table 3 in Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA) finalise the RFI activity procedure ends here
4	Pre-checking and updating customer’s (carer’s) record In Process Direct, make any updates to the customer’s record before the Carer Allowance Adjusted Taxable Income (CAATI) screen details are checked and/or updated. Updates may include: customer's address details and all names marital status. For any changes in marital status, update the addresses of both parties appropriately linking to a new partner Partner Permitted to Enquire indicator customer’s (or their partner's) account-based income stream Go to Step 5.
5	Coding the Adjusted Taxable Income (ATI) details Update the fields on the Carer Allowance Adjusted Taxable Income (CAATI) screen as per the completed SA489 form: Go to the CAATI screen and complete these fields: Date of Effect. This is the date the review is completed by the assessing officer (date of determination). If suspended or cancelled FRC for the RFI for the CA income review, the date of effect is the date the CA was cancelled Financial Year Used. The Actual ATI table must have a previous financial year selected and used. Do not select the current financial year in this table. Use the dropdown menu to select the financial year the income details are provided for. Note: the current financial year is the financial year in which the review was submitted by the customer. The income details provided cannot be for a financial year earlier than 2 financial years before the current financial year Customer lodged tax return and if there is a Partner lodged tax return, select Yes/No Taxable income components, code as declared in the SA489 form The customer’s (and their partner’s, if applicable) ATI details must be added on their respective record(s). To access the partner’s record, select and partner. Go to the CAATI screen on the partner’s record to add their ATI details. If the customer (and their partner, if applicable) is providing an estimate, go to Step 6. If CA: needs to be restored, see Restoration of Carer Allowance (CA) to finalise the review activity, go to Step 7 is current, to finalise the review activity, go to Step 7
6	Customers may provide an estimate of their ATI For a current year estimate to be accepted, the change of circumstances must meet the acceptable reasons for using a current year estimate for the CA income test, see Table 4 on the Resources page in Carer Allowance (CA) income test - determining reference tax year and assessable income components. Has the customer provided satisfactory proof that their change of circumstances meets the acceptable reasons and conditions? Yes, update the CAATI screen for the customer (and partner, if applicable). To finalise the review activity, go to Step 7 No, the current year estimate cannot be accepted, see Carer Allowance (CA) income test - determining reference tax year and assessable income components. Go to Step 7
7	Finalise the review activity If customer had previously been suspended or cancelled FRC and the income is within the limit, restore CA: delete the end-date of the link on the Link Summary (LS) screen, see Restoration of Carer Allowance (CA) go to the Benefit Action (BA) screen: select Add Benefit Type Code, key CDA Benefit Action, key RES - RESTORE Date of Effect, key date paid to +1 select Save DOC the record If the customer is current on CA, finalise the review. The SWE screen displays errors, warnings and messages that need to be addressed before the income review can be finalised. If CA is to cancel, the customer must be contacted to advise verbally of an unfavourable decision. When there are no errors displayed, select Assess and check the outcome is correct. Record a Note detailing the outcome of the CA income review, see the example below. CA income test review has been completed and payment is to cancel/continue. This decision has been made under section 957A of the Social Security Act 1991 (for continuations) / Social Security (Administration) Act 1999, Section 80 Cancellation or suspension determination (for cancellations or suspension): DOE: DD/MM/YYYY Total ATI assessed: Financial Year: YYYY/YYYY Was an estimate provided: Y/N Current Year Estimate details Estimate financial year: YYYY/YYYY Total estimated ATI assessed: Total estimated ATI exceeds threshold: Y/N Reason for the change in circumstances: Reason accepted/not accepted: Select Finalise to view confirmation that the review has been successfully completed > OK. Procedure ends here.

Correct a CA income review in Process Direct

Table 3: For Carer Allowance Processing staff only.

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Step	Action
1	Determine processing action on the Carer Allowance Adjusted Taxable Income (CAATI) screen Use the CAATI screen to: correct CA income test details, or update CA income details outside of a review process The CAATI screen contains 3 tables: Actual ATI. This is the ATI declared by the carer or their partner for the previous tax year or the year before. Note: the current financial year is the financial year is which the review was submitted by the carer. The income details provided cannot be for a financial year earlier than 2 financial years preceding the current financial year Current Financial Year Estimate ATI. Only use this table to record ATI when the carer and their partner have income of $250,000 or more for the previous financial year and their income is expected to be lower in this financial year: this is the estimated ATI declared for the carer and their partner for the current financial year this table also allows service officers to enter the reason a current year estimate is being provided and if the current year estimate is accepted if a carer provides an estimate of their current financial year income and it is not required, do not record the current year estimate ATI Summary. This prepopulated table cannot be updated by service officers. This table provides a summary of the carer's ATI and their partner's ATI, deemed income from account based income streams and if the CA income test has been met
2	Update or correct Actual ATI on the current financial year estimate See Table 3 in Coding a paper claim for Carer Allowance (CA) where the care receiver is 16 years or over to: update the Actual ATI and/or the Current Financial Year Estimate: fields marked with an asterix () are mandatory and the service officer must* record a value/response see Carer Allowance (CA) income test - determining reference tax year and assessable income components for more information about ATI check the ATI Summary where the care receiver is 16 years or over Is the ATI Summary correct? Yes. To continue: correcting CA income test details, go to Step 3 processing a CA income update, go to Step 5 No, review the Actual ATI and update as required, go to Step 5
3	Incorrectly recorded income Was CA cancelled Failed Income Test (FIT) or Estimate Not Accepted (ENA) as the result of the incorrectly recorded income? Yes, go to Step 4 No, go to Step 5
4	Restore payment of CA Go to the carer’s Benefit Action (BA) screen: select Add Benefit Type, key CDA Benefit Action, key RES - RESTORE Date of Effect, key the date of the incorrect cancellation select Save Manual updates completed as a Reassessment (REA) activity will generate the Update Header Data screen. Record the Receipt Date and Channel.
5	Errors (SWE) screen After manually keying or correcting/updating a carer's (and partner's) ATI, check the ATI Summary is correct, go to the SWE screen. The SWE screen displays errors, warnings and messages that need to be addressed before the income review can be finalised. To use Digital Assistant Roxy for help, select at the top right of the screen and key in (or copy and paste) the error message. See Process Direct navigation, common screens and functions.
6	Finalise outcome of the CA income Record a: Note detailing the outcome of the CA income: include any further information that may be relevant, such as the Current year estimate reason DOC in Customer First/Customer Record only if CA is cancelled See the Resources page for details of information to be included in the Notes/DOC. Procedure ends here.

Restoring CA after suspension or cancellation - Failed to Reply to Correspondence (FRC) for not completing a CA income test review

Table 4: For Carer Allowance Processing staff only.

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Step	Action
1	CA suspended or cancelled FRC Carers who have been sent a CA income test review and who have not completed the paper Carer Allowance adjusted taxable income details (SA489) form, will have their CA suspended FRC for 13 weeks and subsequently cancelled FRC. Before restoration of CA can take place, the carer must complete the review using the SA489. If the carer lodges a completed SA489: within 13 weeks of the suspension or cancellation, the standard date of effect of a favourable determination provisions apply more than 13 weeks after the cancellation, a new claim is needed
2	Determine if CA has been suspended or cancelled for not responding to CA income test review If a carer contacts about the suspension or cancellation of their CA, check Notes and DOCs relating to CA being suspended or cancelled FRC for not responding to the CA income test review. Has CA been suspended or cancelled because of a non-return of the CA income test review? Yes, go to Step 3 No, see: Cancellation or suspension of Carer Payment (CP) and Carer Allowance (CA), or Cancellation, suspension and rejection codes for Carer Allowance (CA) procedure ends here
3	Customer to provide documents Encourage the carer to complete their CA income test review, via the SA489 paper review. DOC the customer’s record with details of instructions provided. Do not restore the CA until the review information is received. Once the SA489 has been scanned, go to Table 2 to action.
4	Document the record DOC the record with actions taken to restore the carer’s payments. Procedure ends here.

Responding to automatic/online CA income review enquiries

This page describes how to answer carer enquiries about automatic/online CA income reviews.

Note: automatic/online CA income reviews are not currently being generated.

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Automatic/online CA income reviews

Helping carers and their nominees complete a CA income review online via the Carers Menu

Automatic/online CA income reviews

Table 1

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Step	Action
1	Carer contact An online CA income review will expire after 13 weeks if not submitted by the carer. In that case, a new online claim must be completed. If further assistance is required, for example there has been a system error, refer to the appropriate help desk. Check the carer is registered with an active Centrelink online account. Carers who do not have an active account must confirm their identity at their local service centre to register for a Centrelink online account. Tell the carer how they can create a myGov account and link it to their Centrelink online account. This will also enable them to receive Centrelink mail online through the myGov inbox. Service centre staff can help carers with their CA income review online through self-service terminals. See the Resources page for FAQs about completing the CA income review online. Standard scanning processes apply for carers who lodge a paper form - Carer Allowance adjusted taxable income details (SA489).
2	Carer or nominee wants to submit a CA income review using their online account A nominee must be: a correspondence only nominee (NOC), or both a correspondence and payment nominee (NOB) Has the carer (and nominee, if applicable) been notified to submit a CA income review? Yes, go to Step 3 No, procedure ends here
3	Check if the carer or nominee has an active online account Is the carer or nominee registered with an active online account? Yes, go to Step 4 No, see How users create a myGov account and link services. Continue with this procedure once registration completed
4	Determine who is completing the online review Is the nominee completing on behalf of the carer? Yes, see Table 2 > Step 1 No, go to Step 5
5	Carer completing the review If the carer receives their Centrelink letters through their myGov inbox, they will receive a link to their myGov inbox. Selecting this link will take them directly to the online service. Does the carer receive their Centrelink letters in their myGov inbox? Yes, the carer can select the Carer Allowance Income Review link in their myGov inbox. See Table 2 > Step 2 No, go to Step 6
6	Carer should navigate to their Centrelink online account manually The carer can start their review by either selecting the CA income review task displayed on the landing page of their Centrelink online account or by navigating to the Carers menu. Did the carer start their review by selecting the CA Income Review in the tasks section? Yes, see Table 2 > Step 2 No, see Table 2 > Step 1

Helping carers and their nominees complete a CA income review online via the Carers Menu

Table 2

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Step	Action
1	Carer or nominee selects CA Income Review from the Carers Menu Is the carer's CA status CUR (Current), SUS (Suspended) for less than 13 weeks, CAN (Cancelled) less than 13 weeks, or a nominee acting on behalf of a CUR or CZR (current at zero rate) CA recipient? Yes, the CA income review is available in the Carers Menu. Go to Step 2 No, an Unauthorised page will display. The carer or nominee cannot use this service. Procedure ends here
2	CA income review landing page The CA income review page tells carers why they must complete the review, the review number, the due date or if the carer is no longer required to complete the review. The CA income review page and Begin review hyperlink will only display if the carer is required to complete a CA income review online. Has the CA income review page and Start Task hyperlink been displayed? Yes, go to Step 3 No, see Troubleshooting Centrelink self service. Continue with this procedure once issue is resolved
3	CA income review pillar entry page After selecting the Start Task hyperlink or CA income review link contained within the carer’s myGov message, the CA income review pillar entry page will display. The CA income review status will change to 'In Progress' including the review number and due date the review must be submitted by, for the carer to continue receiving CA. Navigation from this page: Get Started, confirm your relationship details Save and Exit, return to home page Help, help for this topic Select Get Started.
4	Confirm your relationship details The Confirm your relationship details page will populate existing information from the carer's record to be confirmed as correct by the carer. Further questions will be populated dependent on the responses input by the carer. The following may be displayed if existing relationship details exist for the carer: What is your relationship status?: Married and currently living together Married, but unable to live together Registered and currently living together Registered, but unable to live together De facto and currently living together De facto, but unable to live together If no existing information exists for the carer, the carer is required to provide relationship details including: Relationship status: Separated Divorced Widowed Single the relationship start or end date, including date of death for the previous partner accommodation details (for example, sharing, unable to live together due to illness) any additional basic partner details. For example, date of birth and name
5	Confirm your financial details ATI and tax lodgement questions are mandatory when a CA recipient has been selected for a CA income review. This page captures information including: which financial year the carer (and their partner, if applicable) will provide income details if a tax return was lodged for themselves or their partner the carer’s taxable income the partner’s (if applicable) taxable income income streams ATI total (calculation) The carer or nominee must select the most recent verified details (for example, latest tax notice of assessment received). If the carer has a partner, they must provide details for the same year. Note: if the CA income review was triggered by data matching with the Australian Taxation Office (ATO), the carer can only select the previous tax year. Data will prefill for the carer and/or their partner if their data was obtained from the data match. If the carer or partner did not lodge a tax return for the selected year, the carer/nominee must select the reason. Is the carer or nominee able to complete their ATI answers? Yes, go to Step 6 No, see Troubleshooting Centrelink self service. Continue with this procedure once issue is resolved
6	Carer’s taxable income This page captures the 7 income components of ATI for the carer for the selected tax year: Financial year that applies for the reported income details Tax return lodgement details including reason if no tax return lodgement has been completed for the stated financial year Taxable income as assessable by the ATO or for a person who is not required to lodge a tax return any taxable income they have, even if it is below the tax-free threshold (for example, bank interest) Target foreign income (foreign income on which Australian income tax is not paid) Total net investment losses (the sum of net financial investment losses and net rental property losses - partnership and trust losses are not included) Value of employer provided benefits in excess of $1,000 excluding exempt reportable fringe benefits Reportable superannuation contributions these include salary sacrifice amounts and amounts a person has claimed as a deduction on their tax return for personal superannuation contributions) Tax-free government pensions or benefits (for example, Disability Support Pension, Carer Payment) Child support expenditure The carer or nominee can input and edit any of the income components on the page. After all fields have been completed, the ATI tab will display the total ATI for a non-partnered carer or combined ATI total for a partnered carer. Detailed help text is available throughout the workflow by selecting the Help speech icon at the top right of the page. See Carer Allowance (CA) income test - determining reference tax year and assessable income components. Does the carer have a partner? Yes, go to Step 7 No, go to Step 9
7	Partner's taxable income This page captures the 7 income components of ATI for the carer’s partner (if applicable) for the selected tax year: Financial year that applies for the reported income details Tax return lodgement details including reason if no tax return lodgement has been completed for the stated financial year Taxable income as assessable by the Australian Taxation Office (ATO) or for a person who is not required to lodge a tax return any taxable income they have, even if it is below the tax-free threshold (for example, bank interest) Target foreign income (foreign income on which Australian income tax is not paid) Total net investment losses (the sum of net financial investment losses and net rental property losses –partnership and trust losses are not included) Value of employer provided benefits in excess of $1000 excluding exempt reportable fringe benefits Reportable superannuation contributions (these include salary sacrifice amounts and amounts a person has claimed as a deduction on their tax return for personal superannuation contributions) Tax-free government pensions or benefits (for example, Disability Support Pension, Carer Payment) Child support expenditure See Carer Allowance (CA) income test - determining reference tax year and assessable income components.
8	Income streams This page will only display if the carer (or their partner, if applicable) is 60 years of age or older. The carer or nominee can add a new or update an existing account based-income stream on this page. The following is displayed: Type, the product type (Account-based) Name of provider, name of the provider Product name, product name for income stream Product reference, product reference number Commencement date, what is the commencement date Income stream owner, who owns the income stream product (for example, partner) If the carer or nominee selects Add new, Add another or Update next to an existing item, the questions are displayed within a modal window. See Carer Allowance (CA) income test - determining reference tax year and assessable income components for deeming of income streams. Department of Veterans’ Affairs (DVA) customers must declare their DVA payments on the Taxable Income page and not on the Income Stream page.
9	Adjusted taxable income The Adjusted taxable income tab will display the calculated ATI total for the carer (and their partner if they have one) for: Actual ATI ATO data match (pre-populated) If the Adjusted taxable income for the carer and their partner is $250,000 or more, the carer will be asked, ‘Do you expect your and your partner’s combined adjusted taxable income for the current financial year to be below $250,000?’ If the carer responds: No to this question, the online review will move to the Review summary and submit page Yes to this question, the online review will present the carer with further questions. The further questions are for the carer and their partner to provide an estimate of their current year’s income See Carer Allowance (CA) income test - determining reference tax year and assessable income components.
10	Review Summary and submit The Review Summary and submit page contains a summary of all the information provided by the carer or nominee so they can check what they have keyed is correct. The information is displayed in sections, for example, Partner Details. The information can be viewed by selecting Expand all. If the carer or nominee have not completed all the required fields, they can select the Update button relevant to the answers that require changing. This will direct them back to the relevant section of the review to update the particular review questions and responses. Declaration Once all information is correct, the carer or nominee must accept the declaration by ticking the box. Completing the declaration means that a signature on a paper review form is not required. The Submit button will not display until the Review summary has been viewed and the Declaration box checked.
11	Review and action tasks on the Next steps page This page advises the carer or nominee of any further information or tasks required for their CA income review to be submitted and the number of days they have to submit the review (due date). To submit their review, the carer or nominee must answer all mandatory questions and provide all required documents, including modules and/or evidence of current financial year estimate if listed as being Required. Upload all Required documents from within the review task, not separately. Carers or nominees can access their draft review for up to 13 weeks. If the Required tasks on the Next steps page are not all completed, the review cannot be submitted. Once the required tasks are completed, the button on the bottom right of the Next steps page will change to Submit. The carer or nominee can then submit the online review. Documents and forms section includes: a list of supplementary information and supporting documentation required from the carer some tasks may have an information pop-up message with help text to explain what type of documentation is required and considered valid for this task. This is accessed by selecting a specific word, which is underlined in the task. Selecting the specific word again will exit the pop-up message how many days they have to submit their claim a link to download or print required forms an Upload documents button If the carer has uploaded their required documents outside the review task, the documents will not be recognised as received. Upload all documents from the Next steps page to allow the submit button to be selected. To allow the carer to submit their review if they have uploaded documents outside the review: go to the carer's record in Customer First select the CRN/BP hyperlink next to the carer's CRN at the bottom of the page, select the Activities tab locate the integrated Review – CAIT Mail out review (activity ID9XXXXXXXXX) and select the hyperlink select the Customer Tasks tab a list of customer tasks will display if the care has provided some or all of the required documents. Select Edit List and check the item(s) the carer has provided select Save at the top of the page This will now allow the carer to submit their online review. Additional information section includes information about subscription to online letters and electronic messaging. View Review Summary outlines all of the CA income review information provided by the carer. Carers or nominees can print their online review information (immediately or later). Once an online review has been submitted, the carer cannot update the online review details. The carer must contact to provide information in relation to their CA income review.
12	Uploading documents for online claims Carers or nominees can access their started online review using their Centrelink online account or the Centrelink Express Plus mobile app to upload documents required to be able to submit their review. On the Next steps page in the Document and forms section, there are Upload buttons next to each outstanding task. Upload all Required documents from within the review task, not separately. Help the carer or nominee upload the documents and submit their review online. If necessary, service officers can scan the documents before submitting the review for the carer or nominee. When submitting a review for a carer, service officers must ensure all required documents have been provided and scan the documents. If the carer uploaded or provided documents before starting the online review, the document displays as Required on the Next steps page. The carer can either: re-upload the document on the Next steps page from the Documents and Forms section contact by phone or in person to have a service officer update the task to Provided. See Resources for more information

Operational Information

Carer Allowance (CA) income reviews 009-18090411

Manually issue a staff initiated CA income review

Customer advises a change of circumstances

Returned SA489 form and/or documents for the review and action of the RFI activity

Correct a CA income review in Process Direct

Restoring CA after suspension or cancellation - Failed to Reply to Correspondence (FRC) for not completing a CA income test review

Responding to automatic/online CA income review enquiries

Automatic/online CA income reviews

Helping carers and their nominees complete a CA income review online via the Carers Menu