Real time payments to Farm Household Allowance (FHA) and Status Resolution Support Service (SRSS) customers 003-10030040

Farm Household Allowance (FHA)

FHA customers may be entitled to payment delivery via Real Time Gross Settlement (RTGS) in the following circumstances:

• FHA has been granted or restored, and the first payment exceeds system limits.
  Note: RTGS cannot be used where the first payment is under system limits. If the customer cannot wait one business day, a hardship advance should be considered
• FHA has been restored or stimulated through late reporting, and
• Centrelink contributed to a delay in payment, and
• customer cannot wait one day for their payment
• FHA customer has been granted a:
• Crisis Payment,
• hardship advance, or
• urgent payment
  Note: Urgent payments for FHA customers are not processed using the Issue RTGS payment guided procedure. See Processing urgent payment requests

FHA customers are not entitled to payment delivery via RTGS for standard advance payments. See Advance payment of FHA.

Status Resolution Support Services (SRSS)

SRSS customers may be entitled to payment delivery via Real Time Gross Settlement (RTGS) in the following circumstances:

• When appropriate during the granting of SRSS payments
• SRSS has been restored or stimulated through late reporting, and
• Centrelink contributed to a delay in payment, and
• customer cannot wait one day for their payment

FHA and SRSS payments are listed in 3 locations within Customer First, depending on payment status.

• Previous payments (including returned payments) are in Workspace > Financial Customer Care > Payment list
• The payment delivery method can be determined by crosschecking the Doc List
• Additional payment information can be found by selecting the payment amount
• Future payments are in Workspace > Financial Customer Care > Open Item List
• Future payments are approved payments queued for delivery
• Planned payments are in Social Service Plan (SSP) > Planned Payments
• Planned payments are provisional or future payments to be delivered to the customer once the SSP is approved.

See Viewing payment details for native Customer First payments

Access to the guided procedure is limited to staff trained in FHA or SRSS processing.

• To request access use ESSentials and request resource FCC Reissue Payment
• Requests will only be approved if a clear reason has been provided, including the program the staff member is trained in
• Generic reasons, such as ‘required for role’, will be rejected

For issues with accessing or using the guided procedure

• for FHA payments, investigate and if needed contact Local Peer Support
• for SRSS payments, submit an Incident via ROXY

The RTGS service operates between 8:00 am - 3:30 pm (New South Wales (NSW)/Victoria (VIC) time) Monday to Friday, excluding days Sydney and Melbourne are both observing public holidays.

RTGS payments:

• settle between financial institutions every 15 minutes from 9:00 am
• can take a few hours to appear in a customer's bank account after settlement, depending on the size of the financial Institution, and their processing capabilities, and
• must be finalised in Customer First by 3:00pm to ensure inclusion in the final settlement of the day

All fees, charges and processing timeframes applicable to RTGS payments are determined by the receiving financial institution, and are not controlled by, or available to, Services Australia. Customers need to negotiate any fees and charges directly with their financial institution.

Proof of Record Ownership (PORO) must be completed before assessing or issuing payments. See Authenticating a Centrelink customer.