Double Orphan Pension (DOP) overseas absences 007-02080020

A customer or Approved Care Organisation (ACO) receiving DOP for a child contacts to advise of an absence from Australia for the customer and/or child/ren.

Is the customer's child travelling outside Australia without the customer?

Note: this includes if the child/ren are leaving Australia with the customer's partner but the customer is remaining in Australia or travelling separately to the child/ren.

• Yes, the Portability Script - Departures and Returns cannot be used. See Step 5 in the Payments under Special Benefit rules or temporary visas table
• No, go to Step 2

The Portability Script - Departures and Returns cannot be run for a DOP only departure. If the customer is also in receipt of a family assistance payment, see Family Tax Benefit (FTB), Child Care Subsidy (CCS) and Paid Parental Leave scheme customer/child going overseas for further information.

Is the customer paid DOP under an International Agreement?

• Yes, portability is dependent on the agreement. See Portability of payments paid under International Agreements. Procedure ends here
• No, go to Step 4

• Yes, see Step 1 in the Payment under Special Benefit rules or temporary visas table
• No, the customer loses qualification for DOP, as well as all family assistance and Paid Parental Leave scheme payments, from the date of departure, as they are no longer a resident of Australia. Go to Step 5

• Customer's DOP must be cancelled from date of departure
• Explain the decision to the customer
• Record all details of the interview in a DOC including any contact details while the customer is outside Australia
• Advise the customer if they ever decide to return to Australia they would need to lodge a new claim for payment
• Give the customer the contact details for International Services (CIS)
• Advise the customer of the procedure for Reconciliation of FTB
• Check if the customer or their partner will still be required to lodge a tax return
• The customer may need to continue to update their income estimate
• Even though the customer is leaving Australia to live in another country, their estimate needs to include all income they will earn during the entire financial year, including any foreign income
• If the customer was being paid any add-ons, they will cease on departure from Australia as the main payment will be cancelled
• Check if the customer has any further queries and, if not, the interview can be terminated
• Issue a Pre Departure Interview - Portability Decision (XOB101) letter if the customer specifically requests one

• 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
• Record the overseas telephone number and/or email address if available
• Update the Customer Advised Travel Details (RSCD) screen
• Update the Country of Residence (CRES) screen

Are any of the customer's dependent children also leaving Australia?

• Yes, see Step 2 in Table 3
• No, see Step 3 in Table 3

Temporary absence - check the customer's legal residence details for any temporary visas.

The portability rules can be affected if the customer holds a certain type of temporary visa.

If the customer is not recorded as an Australian citizen check their visa subclass on the Legal Residence Details (RSLEG) screen. For further information regarding visas, see the Guide, Chapter 9.2. A link is available on the References page.

Does the customer hold a certain temporary visa that qualifies customers for some payments?

• Yes, go to Step 2
• No, go to Step 5

A customer receiving payment as the holder of a temporary visa subclass may not be payable if they leave Australia.

Is the customer the holder of a subclass 309, 785 (granted on or after 16 December 2014), 790 or 820?

• Yes, go to Step 3
• No, DOP is not payable from the date of departure. Go to Step 8

DOP paid under SpB rules.

A customer receiving payment under SpB rules because they have a visa subclass 309, 785, 790 or 820 may receive payment for a specific negotiated period if they are leaving Australia for an approved reason. If not going for an approved reason, payment is not portable at all. Customers travelling for an approved reason must be referred to Centrelink International Services (CIS) for assessment.

Is the customer going overseas for an approved reason?

• Yes, go to Step 4
• No, DOP will stop from the date of departure. Go to Step 8

Absence is temporary and is for an approved reason.

• Advise the customer that they may meet the requirement for payment overseas but they must speak to a CIS officer for an assessment of their ongoing portability
• If the customer has evidence for their travel, tell them that if they are registered for online services they can use Upload documents to provide the evidence. If they are not registered, they can either take the evidence to a service centre for scanning to their record, or post it. For address details, see Centrelink International Services (CIS) - contact details for customers
• Transfer the call to CIS and explain the customer's circumstances. CIS will take over and complete the portability interview with the customer. Once transferred, complete a DOC advising what action has been taken (that is call has been referred to CIS and details of travel, especially the reason)
• If it is not possible to transfer the customer immediately to CIS, create a referral:

Process Direct

• Select > Referral
• Referral type: International Services (CIS)
• Referral reason: Portability
• Referral detail: Restricted Portability
• Check Payment type is DOP - Double Orphan Pension
• Select Next
• Referral details display. Update the following as required:
• Vulnerable or suspended customer
• Call customer required
• Translation required
• Appeal request
• Add additional information, ensuring to record the travel details including dates and reason for travel and confirm current telephone contact details
• Select Next
• Select Finish

Customer First

• Create a Fast Note. Select Auto text > Centrelink International Services > Portability > CIS Restricted Portability Referral
• Record the travel details including dates, reason for travel and current telephone contact details

Tell the customer an officer from CIS will contact them as soon as possible.

Procedure ends here.

Is the:

• Customer's departure from Australia less than 6 weeks since their last return to Australia and was the customer overseas for more than 6 weeks during the previous absence, or
• Child's departure from Australia less than 6 weeks since their last return to Australia, and was the child overseas for more than 6 weeks the previous absence?

Do either of the above circumstances apply?

• Yes, go to Step 6
• No, go to Step 7

For original date of departure DOP will cancel from the date of departure.

If the customer or child is returning overseas after an extended absence, ensure that they are still residing in Australia. If not, payment will cease on departure.

Note: the 6 week portability period starts from the date the customer leaves the country, regardless of whether they have a child in their care or are in receipt of DOP at that time.

Go to Step 8.

For the original date of departure, DOP can continue for up to 6 weeks from the date of departure.

If still overseas at the end of this period, DOP will stop. Continuation of payment on their return to Australia may be possible.

• Ensure customer is advised of the portability decision, particularly if their payment will cease
• Advise the customer about the continuation of payment on their return to Australia
• Ask the customer for any contact address or phone number whilst outside Australia
• Ask the customer if they wish to nominate an agent to act on their behalf while they are overseas. If so, record the agent details in a DOC
• If the customer plans on being outside Australia long term (for example 2 years):
• Advise the customer of the procedure for reconciliation of FTB
• Check if the customer or their partner will still be required to lodge a tax return. The customer may need to continue to update their income estimate

Finalise Interview

• Record all details of the decision on a DOC
• Check if the customer has any further queries and, if not, the interview can be terminated
• Advise the customer of the contact details for CIS for contact with Centrelink while outside Australia
• If the customer requests a letter, then issue a Pre Departure Interview - Portability Decision (XOB101) letter if required

See Step 1 in Table 3.

• 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
• Record the overseas telephone number and/or an email address if available
• Update any change in rent details or accommodation
• Update the Customer Advised Travel Details (RSCD) screen

Are any of the customer's dependent children also leaving Australia?

• Yes, go to Step 2
• No, go to Step 3

• Go to the Child Selection (CHS) screen and select the child(ren) who are leaving Australia
• Update the Customer Advised Child Travel (CHRSCD) screen
• If the child is travelling without the customer, record details of the absence in a DOC on the customer's record
• Repeat this step for all children leaving Australia

• Go to the Assessment Results (AR) screen and finalise the activity. Note: the actual reassessment will not occur until the customer and/or child actually leaves Australia
• Do not suppress the auto advice
• Where payable, the system will automatically set up reviews to cancel DOP 6 weeks from the date of departure. If the customer is in an agreement country when payment ceases, a Manual Follow-up (MFU) should be created to check on agreement entitlement
• Note: DOP Smart Centre Processing do all assessments for the additional DOP component. Customers are able to call the DOP Helpdesk for assistance. See Calculating the additional Double Orphan Pension (DOP) component. The additional component will not be payable to approved care organisations

Will the customer's payment cease on departure?

• Yes, go to Step 4
• No, procedure ends here

Is the customer travelling to an agreement country which covers DOP?

International social security agreement information is available through the International Programme intranet page. See Resources for a link.

• Yes, run the Agreement CIS Referral script
• No, payment will cease on departure from Australia