Immediate payment by payment method direct credit 003-10030010

Customers can request an urgent payment using the following channels:

• Smart centre telephony services
• At a service centre
• Using their Centrelink online account; or
• Using the Interactive Voice Response (IVR) service. The IVR and Centrelink online account can only be used to request payments due to exceptional and unforeseen circumstances

When issuing an urgent payment to a customer, consider the hierarchy of payment methods and the best way to issue the payment to the customer.

The preferred method is to pay the customer into their bank account by either:

• direct credit
• the New Payments Platform (NPP), or
• Real Time Gross Settlement (RTGS).

Only consider an EBT card if these options are not available.

The payment will be delivered to the customer's bank account the next working day for payments made in the Newstart system, or in 2 working days for other payments.

If the customer needs the payment earlier than this and their Bank/State/Branch (BSB) number and nominated bank account have been enabled to use the New Payments Platform (NPP), NPP should be offered as the first option. If NPP is not available, next offer Real Time Gross Settlement (RTGS).

Most social security pensions and benefits can be paid early when the customer is in severe financial hardship due to exceptional and unforeseen circumstances. Service Officers are to offer other assistance before offering an urgent payment or when the customer is not eligible for an immediate payment.

For a list of eligible payments for:

• an urgent payment, see Urgent payments due to exceptional and unforeseen or extraordinary circumstances
• a hardship advance, see Making a decision about a hardship advance or anticipated payment

Make sure the customer record accessed is the correct one by asking authentication questions to verify Proof of Record Ownership (PORO) before assessing or issuing an immediate payment. See Authenticating a Centrelink customer.

If the customer contacts in person, it is preferable they provide at least 1 photo identity document for a comparison. If this is not available and the Service Officer doubts they are speaking with the customer, they must ask more authentication questions. These must not be limited to details the customer's friends and relatives know such as their date of birth or how many children are in the family. The questions must be searching, but must not be so personal as to be intrusive. If appropriate, explain to the customer why they are being asking these questions.

If the Service Officer doubts they are speaking to the customer, do not release information. Verbally deny the urgent payment application.