Immediate payment by payment method Electronic Benefits Transfer (EBT) card 003-10030020

Item

Description

1

Where an EBT card can be used

• An EBT card can only be used to withdraw cash at ATMs. ATMs at some smaller banks may not accept the EBT card
• EBT cards cannot be used through the Electronic Funds Transfer at Point of Sale (EFTPOS) network

2

EBT card expiry dates

EBT cards do not have an expiry date printed on the cards but do have expiry coded in the system of the card provider.

If a card is present issues, to replace the card see Replacing an Electronic Benefits Transfer (EBT) card at a customer's request.

3

EBT and ATM direct charging

When issuing an EBT card to a customer, tell them that when they use the ATM to withdraw their cash:

• they must choose the savings account option. They must not select account types cheque or credit as these options may result in card errors
• when asked to accept or decline the transaction fee, they should accept the charge (that is, answer yes). The fee will not be deducted from the balance of the card or from their entitlements. Services Australia will pay any fee charged
• the full amount on the card will be available for the customer to withdraw and they must withdraw it in one transaction

Remind customers they cannot use EBT cards at EFTPOS facilities.

4

EBT card issue amounts

• Issue EBT card amounts in multiples of $20 or $50 (to allow for cash withdrawal at ATMs). They must not be for $10 or $30:
• Load the full amount of the approved immediate payment on to the EBT card
• Round issued amounts up to the nearest multiple of $10
• The maximum amount that can be issued to an EBT card is $1,000
• EBT card payments are to ensure the customer can meet their immediate need/s, but are limited to:
• a maximum of $200 for an urgent payment (early payment of fortnightly entitlement), or
• a maximum of $1,000 if delay is due to Centrelink error, or a Crisis Payment (CrP), or a hardship advance, or anticipated payments

5

EBT card is found by a member of the public

If an EBT card is:

• found by a member of the public, tell them to destroy the card by bending it in half and disposing of it
• found and handed in to a service centre, record the card in the EBT daily user register, bend it in half and dispose of the card

Search for the card owner on the EBT Card No. Enquiry (EBEN) screen in Customer First. Then follow the process in Electronic Benefits Transfer (EBT) card with a residual balance.

6

EBT card lost, stolen, damaged, deactivated or wrong PIN

Follow the process in Replacing an Electronic Benefits Transfer (EBT) card at a customer's request if the customer or correspondence nominee advises:

• the EBT card has been:
• lost
• stolen
• damaged
• deactivated
• the PIN is for the wrong card
• the PIN has been lost
• they are disputing a transaction that has taken place

7

Storage of EBT cards and Personal Identification Numbers (PIN)

• EBT cards and the EBT daily issue register should be easily accessible to all officials within a service centre during business hours
• To help monitor and safeguard EBT cards, they should be stored in a location accessible to staff, but not customers
• EBT cards and PINs must be securely stored overnight in a locked drawer, locked cupboard or safe
• If a PIN is revealed before being issued, the PIN and associated EBT card must be destroyed by shredding and recording on the EBT daily issue register

8

Monitoring EBT cards

When a Service Officer issues an EBT card and PIN to a customer, record the EBT card details in the EBT daily issue register.

Managers or service centre officials responsible for EBT cards must check all issued EBT cards against the EBT daily register.

EBT reports are printed daily in service centres.

Reports can be reprinted up to 3 months after the report date using the mySupport webform - Electronic Benefit Transfer (EBT) card report reprint.

Include the following information in the webform:

• 3 digit office code of the site requesting the reprint
• 3 digit office code of the site from which the EBT card was issued (if request relates to specific card)
• Printer number if the report is to be reprinted
• Date the card/s were issued (if report relates to specific card numbers)
• Date the report was originally printed
• EBT card number and CRN for each card issued on the report

Discrepancy between reports

In the event of a discrepancy, a review of recent EBT transactions must be undertaken. If the discrepancy relates to possible employee misconduct or fraud, the discrepancy will need to be reported to the Internal Fraud team.

Code

Description

Use

DNR

Direct Credit not received

When the customer did not receive their funds as expected.

EBT

EBT card cancelled

When an EBT card has been cancelled and there is a residual balance to be returned to the customer.

ECI

Extraordinary circumstances

When the customer's circumstances significantly exceeds the threshold for the normal grant of an urgent payment.

EXC

Exceptional and unforeseen circumstances

When the customer meets the criteria for exceptional and unforeseen circumstances.

IMA

Income Management arrears

Staff do not need to use this code.

It is automatically coded when the customer is subject to Income Management

REJ

Rejected payment

When a payment has been rejected by the financial institution and needs to be reissued to the customer.

RTN

Returned payment

When a payment has been returned to the agency by a customer, financial institution or third party.