This document outlines information about Centrelink's required timeliness standards for Social Security and welfare claims processing.
Calendar days - claims timeliness is calculated in calendar days (including weekends and national public holidays) from the date the claim is available for processing to the date the claim is completed. The date that a claim is first available is counted as ‘day zero’.
Business days - claims timeliness is calculated using business days (excluding weekends and national public holidays) from the date the claim is submitted to the date the claim is completed. The first business day following any excluded day is counted as ‘day zero’ (for example, if a claim is submitted on a Saturday or Sunday, then Monday is counted as ‘day zero’).
Timeliness standards for claims - A
Table 1:
Timeliness standards - A
Table 2:
|
Claim type |
Timeliness standard |
|
ABSTUDY |
≥70% processed within 21 days of claim lodgement
|
|
Additional Child Care Subsidy (ACCS) - Child Wellbeing Application |
100% processed within 28 days of claim lodgement
|
|
Additional Child Care Subsidy (ACCS) - Temporary Financial Hardship |
100% processed within 28 days of claim lodgement
|
|
Austudy |
≥85% processed within 42 days of claim lodgement
|
|
Age Pension |
≥80% processed within 49 days of claim lodgement
|
|
Assistance for Isolated Children (AIC) Student |
≥70% processed within 21 days of claim lodgement
|
Timeliness standards for claims - B to D
Table 3:
Timeliness standards - B to D
Table 4:
|
Claim type |
Timeliness standard |
|
Carer Allowance |
≥80% processed within 49 days of claim lodgement
|
|
Carer Payment |
≥80% processed within 49 days of claim lodgement
|
|
Child Care Subsidy |
There is no timeliness measure
|
|
Commonwealth Seniors Health Card |
≥80% processed within 28 days of claim lodgement
|
|
Crisis Payment |
≥90% processed within 2 business days of claim lodgement (for claims lodged prior to release from prison the day of release is day zero).
From 1 July 2025 business day calculation commenced and excluded the following national public holidays from the calculation:
-
New Year’s Day
-
Australia Day
-
Good Friday
-
Easter Monday
-
ANZAC Day
-
Christmas Day
-
Boxing Day
|
|
Disability Support Pension |
≥80% processed within 84 days of claim lodgement
|
|
Double Orphan Pension |
≥80% processed within 56 days of claim lodgement
|
Timeliness standards for claims - E to P
Table 5:
|
Letter |
Terms (e.g. Art, Apple etc.) |
|
E-P
See also: A, B-D, S-Z |
Family Tax Benefit, Farm Household Allowance, JobSeeker Payment, Low Income Health Care Card (LIC), Mobility Allowance, Paid Parental Leave, Parenting Payment Partnered, Parenting Payment Single, Pensioner Education Supplement
|
Timeliness standards - E to P
Table 6: this table contains Timeliness standards for claim types E to P.
|
Claim type |
Timeliness standard |
|
Family Tax Benefit |
≥80% processed within 31 days of claim lodgement
|
|
Farm Household Allowance |
≥80% processed within 28 days of claim lodgement
|
|
JobSeeker Payment |
≥80% processed within 16 days of claim lodgement
|
|
Low Income Health Care Card (LIC) |
≥80% processed within 28 days of claim lodgement
|
|
Mobility Allowance |
≥85% processed within 42 days of claim lodgement
|
|
Paid Parental Leave |
≥80% processed within 21 days of claim lodgement
|
|
Parenting Payment Partnered |
≥80% processed within 28 days of claim lodgement
|
|
Parenting Payment Single |
≥90% processed within 21 days of claim lodgement
|
|
Pensioner Education Supplement |
≥70% processed within 21 days of claim lodgement
|
Timeliness standards for claims - S to Z
Table 7:
Timeliness standards - S to Z
Table 8:
|
Claim type |
Timeliness standard |
|
Special Benefit |
≥80% processed within 21 days of claim lodgement
|
|
Status Resolution Support Services Payment |
≥85% processed within 14 days of claim lodgement
|
|
Stillborn Baby Payment |
≥80% processed within 14 days of claim lodgement
|
|
Tertiary access Payment |
≥80% processed within 42 days of claim lodgement
|
|
Youth Allowance (Full time student) |
≥80% processed within 42 days of claim lodgement
|
|
Youth Allowance (Other) |
≥70% processed within 21 days of claim lodgement
|
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