Assisting a customer aged under 16 003-08030080

Services Australia has a zero tolerance approach to child abuse.

A staff member must take immediate action when they see or hear behaviour which raises concern about a child or young person’s safety. Follow the agency's Risk Identification and Reporting model when identifying and responding to child safety concerns. See Risk identification and management of threats to the safety or welfare of a child.

Service Officers have a responsibility to immediately refer unsupported young people under 16 years of age to a Services Australia social worker. The social worker will undertake a risk assessment, offer support through social casework and help with determining payment eligibility.

Customers under 16 years in the custody of a parent only require a social work referral if a Service Officer identifies:

• possible risk, or
• other vulnerable circumstances for the customer (or their parent) and they are not yet connected with adequate support services.

After advising the customer they will need to speak to a social worker, and before making the referral, Service Officers should check if the customer has a Centrelink record. If they do not have a record, or have a child record only, the Service Officer must create a person record.

Customers under 16 years may qualify for Youth Allowance (YA), ABSTUDY, Carer Payment (CP) or Parenting Payment (PP)

For YA and ABSTUDY this is only if they are eligible for an independent status.

For YA, the customer must also be:

• above the minimum school-leaving age for the State or Territory where they live, or
• formally exempt from school if they are under the minimum school leaving age for the state or territory in which they reside

Customers under 16 years who do not qualify for another income support payment may be eligible for Special Benefit (SpB). This includes:

• an Australian Citizen Child (ACC) or a child who is a permanent visa holder whose parents/guardians are unable to qualify for any social security payments due to residency. See Special Benefit (SpB) for Australian Citizen Child (ACC) and Australian permanent resident children
• young people who meet Special Benefit homeless provisions or meet another YA ‘disadvantaged’ independent category and
• for customers under 15 years, who are homeless or unsupported, they should be referred by a social worker to the relevant state/territory welfare agency for a protective assessment
• for full-time students under 16 years of age they must meet the Special Benefit homeless provisions, even if they also meet other YA independence criteria

Special Benefit homeless provisions are:

• the young person’s circumstances meet unreasonable to live at home (UTLAH) independence criteria
• below the minimum school leaving age for the State or Territory where they live
• not formally exempt from school, and
• not living with a parent or guardian, and
• not a dependent child of another adult who is providing care and can apply for Family Tax Benefit (FTB)

If the young person identifies they are living with a guardian, for example a grandparent, the Service Officer should provide information to the young person about the option of their guardian claiming FTB.

State/territory child protection agencies are generally responsible for the financial support and safety of:

• unsupported young people under 15 years, and
• young people who are subject to a guardianship, care or custody order

Service Officers are still required to refer all unsupported young people under 16 years of age to a Services Australia social worker. The social worker will make a Youth Protective Assessment referral to the relevant state/territory child protection agency, where required.

All staff have a role in identifying child safety concerns and must respond appropriately. This may include a delegated officer releasing information to a child welfare authority or emergency services.

FTB paid to another adult may be appropriate. However, the adult must:

• have responsibility for the day-to-day care, welfare and development of the child. The adult’s involvement with the child must allow them to influence their day-to-day welfare and development. Do not assume a person is a dependent child of another adult simply because they live in their home
• have appropriate care of the child to quality for FTB
• be the appropriate guardian and there is no safety risk to the child. See Risk identification and management of threats to the safety or welfare of a child

If there is any doubt, the customer should lodge a claim for SpB for a full assessment.