Making a decision about a hardship advance or anticipated payment 003-10020000

Customer’s may request a hardship advance. They are only available for the first instalment:

• of a new grant
• after restoring a payment, or
• after a customer has been released from prison or psychiatric confinement

Note: Agents and Access Points cannot issue Electronic Benefits Transfer (EBT) cards.

If the customer is:

• awaiting new claim processing see Progress of claim or Immediate new claim and non-new claim priority processing. Procedure ends here
• awaiting first payment from recently assessed new claim for a social security payment, go to Step 2
• requesting their payment be restored or re-granted, go to Step 4

Is the customer's first instalment still in the future?

• Yes, go to Step 3
• No,
• The customer is not eligible for a hardship advance
• The customer can test the eligibility for an urgent payment. See Urgent payments due to exceptional and unforeseen or extraordinary circumstances or Urgent payments due to Centrelink delay
• Procedure ends here

If the customer is serving a waiting period (ASS), they are not eligible for a hardship advance. The payment must be current (CUR) before a hardship advance can be granted.

Is the customer’s benefit status CUR?

• Yes, go to Step 5
• No,
• The customer is not eligible
• Consider waiving the Ordinary Waiting Period (OWP) or offer alternative assistance
• Procedure ends here

A hardship advance can only be made when the payment was cancelled or suspended because:

• the delegate was satisfied that the customer was not qualified, or the payment was not payable
• This means the customer could not be paid for a period before the grant or restoration date and because of this is not eligible for any arrears. See Resources for examples
• the customer failed to respond to a request to provide a statement or information
• the customer failed to take action to obtain a comparable foreign payment (CFP)

See Cancellation, Suspension and Rejection reason codes (CLK) for further information.

Was the customer's payment cancelled or suspended for any of the reasons above?

• Yes, go to Step 5
• No,
• Tell the customer they are not eligible for a hardship advance
• Go to Table 2 > Step 1

If a customer is entitled to arrears, consider the hardship advance as unavailable. Instead, test the customer's entitlement to an immediate payment.

Is the customer entitled to arrears?

• Yes,
• Tell the customer they are not eligible for a hardship advance
• Customers can test their eligibility for an urgent payment or immediate payment
• Procedure ends here
• No, go to Step 6

Is the customer in severe financial hardship?

• Yes, go to Step 7
• No,
• Tell the customer they are not eligible for a hardship advance
• Go to Table 2 > Step 1

A hardship advance should be limited to between 1 day and 7 days of the customer’s first instalment. Paying more than this can place the customer in further financial hardship.

In exceptional circumstances, a Team Leader may approve a higher amount if they believe it is warranted. The maximum advance is 14 days or the number of days in the first entitlement period, whichever is the lesser.

• Determine the number of days entitlement available to the customer in their first instalment
• Calculate the amount that can be advanced and tell the customer
• Tell the customer the amount they receive will be recovered from their first instalment
• This amount is the amount available after any deduction from the payment, for example Centrepay, tax deductions

See the Resources page for examples of hardship advance payments, and the minimum amount needed to meet the customer’s immediate need.

If the customer is Income Managed, see Urgent Payment requests from Income Managed customers for how this will affect the payment.

Go to Table 2 > Step 1.

Access the Immediate Payment Request script via Customer Record:

• Open Script Selector
• In search field, key 'Immediate' and select Search
• This will bring up the Immediate Payment requests. Select this link
• Enter the customer’s details when the script asks
• The script will then ask to confirm the correct record. If in the correct record, select this option and select Next

Note: due to various changes in policy, the script has some out of date information.

If the script is not available, see:

• Immediate payment by payment method direct credit
• Immediate payment by payment method New Payments Platform
• Immediate payment method Real Time Gross Settlement

Go to Step 2

The script can be used to issue these payment types:

• Anticipated Payment
• SSAA Hardship Advance Payment
• Urgent Payment

Select SSAA Hardship Advance Payment and select Next.

Go to Step 3

The script can be used to:

• Approve the payment
• Deny the payment

Select the correct action and complete Source and Date of Receipt.

Select Continue.

If approving a payment, go to Step 4.

If denying/rejecting a payment, go to Step 13.

SSAA hardship advances can only be paid for the first entitlement period following grant or restoration.

Choose the correct option and then select OK:

• Grant of new claim
• Restoration of a claim
• Continuation of a current claim (run Urgent Payment script)

Go to Step 5

Any hardship advance will include an amount paid into the income management account. This amount varies depending on the Income Management regime.

The script will only display the amount that can be paid directly to the customer as an immediate payment. This amount does not include the amount that will go into their income management account.

Go to Step 6.

The script will go to the Payment Summary (PS) screen to choose the appropriate future payment.

Key 'X' on the payment line and then select OK.

Go to Step 7.

On this screen:

• Code the amount to pay the customer. The script will show the maximum amount, but code the amount to be paid
• Choose the payment method

Payment is made by direct credit, New Payments Platform (NPP) or Real Time Gross Settlement (RTGS), or Electronic Benefit Transfer (EBT) card.

Only use EBT card when direct credit, NPP and RTGS are not suitable methods for an urgent payment.

Note: Agents and Access Points cannot issue Electronic Benefits Transfer (EBT) cards.

If the customer's regular payments go to a payment nominee or parent, the hardship advance must also go into that account. See Nominees.

If the payment will be issued by:

• Direct Credit, NPP or RTGS, go to Step 8
• EBT card, go to Step 9

Direct credit

The expected delivery date will be:

• 1 working day for payments made via the Newstart System (NSS)
• 2 working days for payment made via all other systems

Priority direct credit

If the customer’s account is reachable via the NPP:

• the payment will deliver to the customer’s account straight away No matter the time or day of the request
• If the payment fails to deliver, it will re-issue via RTGS if available, or via direct credit

If the account is not reachable via NPP, RTGS will be available.

RTGS operating hours

Weekdays between 8:00 am - 3:30 pm (AEST). This excludes national public holidays observed on the same day in both Sydney and Melbourne.

If the RTGS activity completes after 3:30 pm (AEST) including QOL, the payment will not issue until the next working day from 9 am. Payments to the smaller banks and credit unions may take up to 2 working days to go into the customer's account.

If the customer advises the account is overdrawn, it is their choice whether the payment is made to the account. Tell the customer that:

• the bank may retain some or all of the overdrawn amount; and
• it will take longer for the payment to be available as manual processing may be required by the bank

Select how the payment will be issued

• Direct Credit
• New Payments Platform (if available)
• Real Time Gross Settlement (RTGS) - this option only displays if NPP is not available.
• EBT

Select Next.

Go to Step 11.

Only issue EBT cards in denominations of $20 or $50. These are the amounts available at ATMs.

Check the Office Locator page of the service centre the customer will be attending. Check for any general notes for the service centre.

Note: do not activate EBT cards before the customer attends the service centre.

Tell the customer:

• to attend the service centre during business hours
• if they do not attend the service centre on the day the hardship advance is approved they will need to reapply for a hardship advance
• they need to
• provide identity documents including at least 1 with their photo for a comparison, and/or
• answer questions from details on their customer record for Proof of Record Ownership (PORO). See Authenticating a Centrelink customer
• if they cannot confirm their identity or PORO, the EBT card will not be issued

Service Officers in:

• a Participation Solutions Team or processing team, go to Step 10
• any other team, go to Step 11

Service Officers in these teams cannot process an EBT request using the Immediate Payment requests script.

Create a closed DOC to advise the service centre the customer will be attending to collect the EBT card. Include in the DOC:

• reason for payment, for example, why the customer needs the payment
• reason for not using RTGS (or other payment method)
• amount to be paid. For payment limits, see Immediate payment by payment method EBT card
• name and logon of approving officer

The service centre needs to run the Immediate Payment requests script to issue the EBT to the customer.

Procedure ends here.

The script will pause on the Issue Future Payment (IFP) screen.

To approve payment, key the reason HAR - SSAA Hardship Advance (this code is on Page 2 of the IFP screen field Help Text).

Press [Enter], and then select OK.

Go to Step 12.

The script will create a DOC and will pause to allow the Service Officer to add details.

Include in the DOC:

• the outcome and reason for the immediate payment request
• the documents or verifiable evidence provided by the customer
• the amount requested/paid, and method of payment
• any other assistance provided for referrals
• details of Team Leader approval if the payment is more than 7 days of entitlement

Note: the Team Leader should annotate the DOC, to verify that approval was given, before close of business on the day of payment.

Procedure ends here.

Use the script to reject the hardship advance and record details on a DOC.

The DOC should include:

• the rejection reason for the immediate payment request
• the documents or verifiable evidence provided by the customer (if required)
• the amount that was requested
• method of payment
• any other assistance provided for referrals

Procedure ends here.

See New claim for Crisis Payment prior to the release of a customer in prison or psychiatric confinement for qualification criteria.

This is not at the Service Officer's discretion. It must be offered to all customers.

Tell the customer if they choose an anticipated payment, they will get a reduced payment the following fortnight.

There is no form to complete to request an anticipated payment. This is completed verbally.

Go to Step 2.

Check payment history screens:

• Allowance/Benefit History (ABH) screen
• Pension History (PNSH) screen

Was the customer's previous payment cancelled or suspended due to customer in prison?

• Yes, go to Step 3
• No,
• The suspension reason will need to be corrected before paying an anticipated payment. See: Centrelink service standards and procedures for pre-release and post-release prison customers
• Procedure ends here

See Table 1 > Step 2 of New claim for Crisis Payment prior to the release of a customer in prison or psychiatric confinement.

Go to Step 4.

• Yes, assess hardship advance. See Table 1
• No,
• The customer can be assessed for an anticipated payment
• Claim for payment can be made up to 21 days before the known date of release
• Use the corrective services list of upcoming known releases. See Centrelink service standards and procedures for pre-release and post-release prison customers
• Go to Step 5

Assess the claim or restoration. See Table 1 > Step 3 of New claim for Crisis Payment prior to the release of a customer in prison or psychiatric confinement.

Is the customer qualified for a social security pension or social security benefit (and this is payable)?

• Yes, go to Step 6
• No,
• The customer is not eligible for an anticipated payment
• Offer other assistance if available
• Procedure ends here

Is the customer qualified for a Crisis Payment due to prison release?

• Yes, go to Step 7
• No,
• The customer is not eligible for an anticipated payment
• Offer other assistance if available
• Go to Table 4 >Step 1

Is the customer in severe financial hardship?

• Yes, go to Step 8
• No,
• Tell the customer they are not eligible for an anticipated payment
• Go to Table 4

An anticipated payment should be limited to between 1 to 7 days of the customer’s first instalment.

In exceptional circumstances, a Team Leader may approve a higher amount if they believe it is warranted. The maximum advance is 14 days or the number of days in the first entitlement period, whichever is the lesser.

• Check the number of days entitlement available to the customer in their first instalment
• Calculate the amount that can be advanced and tell the customer
• Tell the customer the amount they receive will be recovered from their first instalment
• This amount is the amount available after any deduction from the payment, for example, Centrepay, tax deductions

See Resources for examples of anticipated payments and the minimum amount needed to meet the customer’s immediate need.

If the customer is Income Managed, see Urgent Payment requests from Income Managed customers for how it will affect the payment.

Go to Table 4.

Access the script via Customer Record:

• Open Script Selector
• In search field, key 'Immediate' and select Search
• This will bring up the Immediate Payment requests. Select this link
• Enter the customer’s details when the script asks
• The script will then ask to confirm the correct record. If in the correct record, select this option and select Next

Note: due to various changes in policy, the script has some out of date information.

Is the script available?

Yes, go to Step 2

No, go to Step 15.

The script can be used to issue these payment types:

• Anticipated Payment
• SSAA hardship advance payment
• Urgent Payment

Select Anticipated Payment and select Next.

Go to Step 3

The script can be used to:

• Approve the payment
• Deny the payment

Select the correct action and complete Source and Date of Receipt.

Select Continue,

If approving a payment, go to Step 4.

If denying/ rejecting a payment, go to Step 14.

Anticipated payments can only be paid for the first entitlement period when granting or restoring the customer's main payment after suspension or cancellation due to imprisonment.

Choose the correct option and then select OK:

• Grant of new claim
• Restoration of a claim
• Continuation of a current claim (run Urgent Payment script)

Go to Step 5

The script will stop if it cannot find:

• a future restoration date for the payment
• a benefit status of SUS-IMP

If the script stops, restore payment or correct the suspension reason. Then run the script again.

Go to Step 6

Any hardship advance will include an amount paid into the income management account. This amount varies depending on the Income Management regime.

The script will only display the amount that can be paid to the customer as an immediate payment. This amount does not include the amount that will go into their income management account.

Go to Step 7.

Complete these details:

• In what State or Territory is the Correctional Centre located?
• What is the name of the Correctional Centre from which the customer was or will be released
• Prisoner Identification Number
• Expected date of the customer’s release
• Anticipated Payment issued: Please enter the date the payment will be delivered

Go to Step 8.

The script will go to the Payment Summary (PS) screen to choose the appropriate future payment.

Key 'X' on the payment line and then select OK.

Go to Step 9.

On this screen:

• Code the amount to pay the customer. The script will show the maximum amount, but code the amount to be paid. Consider the urgent payment limit
• Choose the payment method

Payment is by direct credit, New Payments Platform (NPP) or Real Time Gross Settlement (RTGS), or Electronic Benefit Transfer (EBT) card.

Only use EBT card when direct credit, NPP and RTGS are not suitable methods for an urgent payment.

Note: Agents and Access Points cannot issue Electronic Benefits Transfer (EBT) cards.

If the customer's regular payments go to a payment nominee or parent, see Nominees.

If the payment will be issued by:

• Direct Credit, NPP or RTGS, go to Step 10
• EBT card, go to Step 11

Direct credit

The expected delivery date will be:

• 1 working day for payments made via the Newstart System (NSS)
• 2 working days for payment made via all other systems

Priority direct credit

If the customer’s account is reachable via the NPP:

• the payment will go into the customer’s account straight away. No matter the time or day of the request
• if the payment fails to deliver, it will re-issue via RTGS if available, or via direct credit

If the account is not reachable via NPP, RTGS will be available.

RTGS operating hours

Weekdays between 8:00 am - 3:30 pm (AEST). This excludes national public holidays observed on the same day in both Sydney and Melbourne.

If the RTGS activity completes after 3:30 pm (AEST) including QOL, the payment will not issue until the next working day from 9 am. Payments to the smaller banks and credit unions may take up to 2 working days to go into the customer's account.

If the customer advises the account is overdrawn, it is their choice whether the payment is made to the account. Tell the customer that:

• the bank may retain some or all of the overdrawn amount; and
• it will take longer for the payment to be available as manual processing may be required by the bank

Select how the payment will be issued

• Direct Credit
• New Payments Platform (if available)
• Real Time Gross Settlement (RTGS) - this option only displays if NPP is not available
• EBT

Select Next.

Go to Step 12.

Only issue EBT cards in denominations of $20 or $50. These are the amounts available at ATMs.

Check the Office Locator page of the service centre the customer will be attending. Check for any general notes for the service centre.

Note: do not activate EBT cards before the customer attends the service centre.

Tell the customer:

• to attend the service centre during business hours
• if they do not attend the service centre on the day anticipated payment is approved they will need to reapply
• they need to
• provide identity documents including at least 1 with a photo for a comparison, and/or
• answer questions from details on their customer record to verify Proof of Record Ownership (PORO). See Authenticating a customer
• if they cannot confirm their identity or PORO, the EBT card will not be issued

Go to Step 12.

The script will pause on the Issue Future Payment (IFP) screen.

To approve payment, key the reason ARP - Anticipated Payment (this code is on Page 2 of the IFP screen field Help Text).

Press [Enter], and then select OK.

Go to Step 13.

The script will create a DOC and will pause to allow the Service Officer to add details.

Include in the DOC:

• the outcome and reason for the immediate payment request
• the documents or verifiable evidence provided by the customer
• the amount requested/paid, and method of payment
• any other assistance provided for referrals
• details of Team Leader approval if the payment is more than 7 days of entitlement

Note: the Team Leader should annotate the DOC, to verify that approval was given, before close of business on the day of payment.

Procedure ends here.

Use the script to reject and record details on a DOC.

Choose the reason for rejecting the anticipated payment:

• Not in hardship
• Period of imprisonment is less than 14 days
• Other reason

The script will create a DOC using the above reason. The script will pause to allow the Service Officer to add details.

• more details to support the rejection reason
• any other assistance provided for referrals

Procedure ends here.

To code manually:

• Key 'PS' in Nxt to go to the Payment Summary (PS) screen
• 'S'elect the first instalment payment with an R
• Remove the 'S' on the Issue Payment Select (IPPRE) screen and re-select Anticipated Release Payment with an 'S'
• The method of payment will default to Direct Credit. If applicable, remove the 'S' and re-select the payment method EBT with an 'S'
• Issue Amt: key the amount to be paid. Note: payment is not to exceed 7 days of future entitlement. If the customer has less than 7 days entitlement, consider changing their Entitlement Period End Date (EPED), only if the customer agrees
• Reason: defaults to ARP (Anticipated Release Payment)
• Notes: enter details of the release
• Source: key 'INT'
• DOR: key the date the forms were received
• Finished: key 'Y'

Procedure ends here.

Has the customer been authenticated and PORO verified?

• Yes, go to Step 2
• No,
• the customer is unable to be assessed for a Hardship advance or Anticipated payment
• offer other assistance if available
• procedure ends here

There will be a closed DOC on the customer's record with the Hardship Advance/Anticipated payment approval details.

If the payment was approved by a Service Officer in a Processing Team or Participation Solutions Team (PST), they cannot run the script to approve the urgent payment. Service centre staff will need to run the Immediate Payment requests script to record the approval reasons and urgent payment details.

Annotate the DOC to state the identity documents have been sighted and/or PORO verified.

Go to Step 3

Launch the Immediate Payment requests script. The script will display:

• the amount of the payment
• method of payment
• any evidence the customer has been asked to provide

Run the script to issue the payment to the customer:

• Do not change the amount and method of payment without recording a reconsideration of the decision.
• For payments issued via EBT card, the script will generate a Record of Electronic Benefits Transfer card issue (SS292) form. This form must be completed before issuing the payment

If the customer disagrees with the decision, the method of payment or the amount, see Customer disagrees with an urgent payment decision. The original decision is only to be changed if:

• new information is provided, or
• the decision did not comply with the guidelines

Go to Step 4.

Give the customer the How to use your EBT card factsheet. See the Resources page for a link.

Advise the customer:

• For security reasons, do not keep the EBT card and PIN number together
• The EBT card can only be used at ATMs, not via EFTPOS facilities
• Make one withdrawal, immediately, for the full amount
• Answer 'YES' if the ATM asks them to pay a transaction fee to withdraw the money. They will not be charged a fee and the amount available will not reduce
• Bend the card in half and place in a bin, once they complete the withdrawal