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Processing a foreign pension claim 106-08010030

This document outlines the process to assist Service Officers with handling a foreign pension claim once it has been received in a service centre and for staff in International Services (CIS) to process the claim before sending overseas.

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Handling a foreign pension claim that has been received

Finalising a claim to be sent overseas

Handling a foreign pension claim that has been received

Table 1

Step	Action
1	Claim for a foreign pension has been returned to a service centre or CIS International Services (CIS) is responsible for preparing foreign pension claims for sending overseas. Is the Service Officer in CIS? Yes, go to Step 7 No, go to Step 2
2	Foreign pension claim form has been received in a service centre Service centre staff must: check claim has been signed date stamp the claim form verify the person's identity - customers already receiving an Australian income support payment have already verified their identity copy and certify any original documents. Return originals to the customer. Note: original Croatian and Greek workbooks must be kept with the claim and a copy returned to the customer for their records All foreign pension claims must be scanned. Claim packs include a Foreign Pension Claim coversheet with a History Identifier (HID) barcode. Note: if the customer has not returned the Foreign Pension Claim coversheet, use the approved reclassification coversheet. Scan the foreign pension claim to the customer record ensuring the Foreign Pension Claim coversheet is placed on top. Note: in all cases, once scanned, the original claim form and supporting documents must be posted to (CIS) (Hobart address). All foreign pension claims must be recorded as returned in the Foreign Pension System (FPS) to ensure any automated reviews to track progress are appropriate. Note: if the customer does not have an existing record, see Adding a customer to the system for assistance. When adding a record for foreign pension purposes, code: 'FPS' in the ServRsn field, and 'NCL' in the Act field Go to the Foreign Claim Details (FGS) screen in Process Direct or the Foreign Claim Summary (FGS) screen in Customer First. Does an entry for the payment type from the relevant country already exist? Yes, if using: Process Direct, go to Step 3 Customer First/Customer Record, go to Step 4 No, if using: Process Direct, go to Step 5 Customer First/Customer Record, go to Step 6
3	Process Direct - record receipt of Foreign Pension, payment type already on record Go to the Foreign Claim Details (FGD) screen: Select Expand for relevant claim Select Edit On Change foreign claim details, update: Date of Event: date the claim for the foreign pension was lodged Claim Status: RET - Claim form or letter returned Reason: CSC - Claim form/letter returned to CSC Select Save Update the following fields: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any errors/warnings Select Assess Select Finish. Record details of the update Select Finalise Post the original foreign pension claim forms and any supporting documents to CIS (Hobart address). This includes claims that have been scanned Record all the details of the forms and documents including the date the forms were sent to CIS on a Note/DOC Procedure ends here.
4	Customer First/Customer Record - record receipt of Foreign Pension, payment type already on record 'S'elect the relevant entry on the FGS screen to go to the Foreign Claim Detail (FGD) screen Code the Date of Event field as the date the claim for the foreign pension was lodged Code the Status field as 'RET' Code the Reason field as 'CSC' Finalise the activity Post the original foreign pension claim forms and any supporting documents to CIS (Hobart address). This includes claims that have been scanned DOC all details of the forms and documents including the date the forms were sent to CIS Procedure ends here.
5	Process Direct - record receipt of Foreign Pension, payment type not on record Go to the Foreign Claim Details (FGD) screen Select Add New Row On Create foreign claim details, update Country Type Claimed Foreign Description: if known, code the customer's foreign reference number Foreign Country Office: do not change the value in this field Agency: do not code DEX Authorisation: do not code This field is used for Residence and International program purposes only Key any other relevant fields Date of Event: the date the claim for the foreign pension was lodged Claim Status: RET - Claim form or letter returned Reason: CSC - Claim form/letter returned to CSC Select Save Update the following fields: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any errors/warnings Select Assess Select Finish. Record details of the update Select Finalise Post the original foreign pension claim forms and any supporting documents to CIS (Hobart address). This includes claims that have been scanned Record all the details of the forms and documents including the date the forms were sent to CIS on a Note/DOC Procedure ends here
6	Customer First/Customer Record - record receipt of Foreign Pension, payment type not on record Go to the FGD screen: Code the Country field Code the foreign pension type in the Type Claimed field. Note: field help (?) contains all valid values for agreement countries If known, code the customer's foreign reference number in the Foreign Description field Do not change the value in the Foreign Country Office field Do not code the Patronato/Agency field Do not code the DEX Authorisation field as this is used for Residence and International program purposes only Code the Date of Event field as the date the claim for the foreign pension was lodged Code the Status field as 'RET' Code the Reason field as 'CSC' Finalise the activity Post the original foreign pension claim forms and supporting documents to CIS (Hobart address). This includes claims that have been scanned DOC all details of the forms and documents including the date the forms were sent to CIS Procedure ends here.
7	Foreign pension claim form received in CIS All foreign pension claims must be recorded as received to ensure any automated reviews to track progress are appropriate. Does the customer have an existing record? Yes, go to Step 8 No, customer must be added to the system. Code: 'FPS' in the ServRsn field, and 'NCL' in the Act field Go to Step 8
8	Check for completeness The Administrative Arrangements for each agreement specify the process for dealing with claim forms before they are sent to the other country. Note: each agreement may vary slightly between processes and specific requirements for claims. For specific information, see the relevant country file in International Social Security Agreements. CIS must ensure the following core information is provided: Signature: claim forms must be signed Identity: verify the person's identity in accordance with normal Identity Confirmation procedures. Note: customers who are currently receiving an Australian income support payment have already verified their identity. It is important that all names the customer has been known by are provided, e.g. maiden name, name at birth, etc. Verification of identity and aliases should be noted on the agreed liaison form Agreement country Periods of Coverage: most foreign pension claims are based on proving periods of coverage in that country's social security system. For example, paid social security contributions through employment. It is important that customers provide as much detail as possible in the relevant section of the form, e.g. date they ceased employment, and as much supporting evidence as possible Personal Details: some claims are reliant on proof of personal details, for example, survivor or widow pension (SUR) claims generally require evidence of widowhood Payment Destination: ensure customer has provided bank account details Other country specifics: some countries have specific requirements, for example, original workbooks or life certificates. See Agreement Liaison Details (ALD) Is the foreign pension claim form missing core information? Yes, go to Step 9 No, go to Step 10
9	Request information/documentation One follow up with the customer should be made to ensure claims are complete and all necessary details are provided. Request the information/documentation from the customer by phone if possible. See Requesting information (CLK). For a New Zealand claim, if the ‘Authorisation for Recovery of Partner’s Overpayment by Embargo’ form has not been received, do not return the claim to the customer. This is treated as no authorisation provided for embargo recovery from partner and claim can be processed. If the customer has not signed the foreign pension claim form, return the entire claim to the customer. Run the Multi-lingual letters script and select NAT004 requesting that they sign, date and return the claim and supporting documents to Services Australia. Create a Fast Note. Select Auto Text use Centrelink International Services > Foreign Pension Claim > Progress of Foreign Pension claim. Document the request for information and ensure the DOC is set to ‘completed’ Extend the RM1 review on the Future Activity List (FAL) screen for a further 21 days. Notes: Care must be taken when requesting information from a customer outside Australia. See the Mailing issues - suspended postal services table Any original documentation provided with the original claim must be copied, certified and the originals sent back to the customer with the claim Any original workbooks provided with the original claim must be copied, certified and the copies sent back to the customer with the claim Store the original workbooks and certified copies of original documents with the other foreign pension claims in the appropriate storage facility The Foreign Pension Claim coversheet and a reply paid A4 envelope must be included with the letter Do not use the manual letter selection in Process Direct to issue the letter
10	Check if an entry already exists Go to the Foreign Claim Details (FGS) screen in Process Direct or the Foreign Claim Summary (FGS) screen in Customer First. Does an entry for the payment type from the relevant country already exist? Yes: For Process Direct, go to Step 11 For Customer First/Customer Record, go to Step 13 No: For Process Direct, go to Step 15 For Customer First/Customer Record, go to Step 16
11	Process Direct – update Foreign Country Office Go to the Foreign Claim Details (FGD) screen. If the Foreign Country Office is correct, go to Step 12 Select Edit On Change foreign claim details, update: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any errors/warnings Select Assess Select Finish Select Finalise Go to Step 12 Note: see Agreement Liaison Details for the correct Foreign Country Office.
12	Process Direct - update foreign claim details Go to the Foreign Claim Details (FGD) screen: If the Claim Status - Reason code is Claim form or letter returned – Claim form/letter, go to Table 2 > Step 1 Select Expand On the child record, select Add New Row On Create foreign claim details, update: Date of Event: date the claim for the foreign pension was received in CIS DEX Authorisation: for claims from Japan, Switzerland or Germany only, code ‘Yes’ Claim Status: RET - Claim form or letter returned Reason: CIS - Claim form/letter returned to CIS Select Save Update the following fields: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any Process Direct errors/warnings Select Assess Select Finish. Record details of the update Select Finalise New Zealand (NZ) requires a person to reclaim their NZ pension when they move between Australia and NZ on a long-term basis. If the customer receives an Australian pension and has reclaimed their NZ pension, an NZ Assumed Rate (ASR) must be coded from the date of lodgement of the NZ claim during the front of line processing. For information on NZ ASR coding, see Foreign pension coding. See Table 2 > Step 1
13	Customer First/Customer Record - update Foreign Country Office 'S'elect the relevant entry to go to the FGD screen. Is the Foreign Country Office correct? Yes, go to Step 14 No, update the field: Foreign Country Office: as appropriate. See Agreement Liaison Details Finalise the activity Go to Step 14 Note: see Agreement Liaison Details for the correct Foreign Country Office.
14	Customer First/Customer Record - update foreign claim details 'S'elect the relevant entry to go to the FGD screen. Is the Status/Reason code RET/CIS? Yes, see Table 2 > Step 1 No, update the fields: DEX Authorisation: for claims from Japan, Switzerland or Germany only, code ‘Yes’ Date of Event: the date the claim for the foreign pension was received in CIS Status: use RET Reason: use CIS Finalise the activity Record all the details on a DOC See Table 2 > Step1 New Zealand requires person to reclaim their NZ pension when they move between Australia and New Zealand on a long term basis. If the customer receives an Australian pension and has reclaimed their NZ pension a NZ Assumed Rate (ASR) must be coded from the date of lodgement of the NZ claim. For information on NZ ASR coding see Foreign pension coding.
15	Process Direct - add foreign claim details Go to the Foreign Claim Details (FGD) screen: Select Add New Row On Create foreign claim details: Country: update Type Claimed: update Foreign Description: if known, code the customer's foreign reference number Foreign Country Office: as appropriate. See Agreement Liaison Details Agency: for Italian claims lodged through a Patronato, ensure the Agency field is correct DEX Authorisation: for claims from Japan, Switzerland or Germany only, code ‘Yes’ Update any other relevant fields: Date of Event: the date the claim for foreign pension was lodged Claim Status: RET – Claim form or letter returned Reason: CIS – Claim form/letter returned to CIS Select Save Update the following fields: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any errors/warnings Select Assess Select Finish. Record details of the update Select Finalise to complete the transaction See Table 2 > Step 1
16	Customer First/Customer Record - add foreign claim details Go to the Foreign Claim Details (FGD) screen: Country: code the country Type Claimed: code the foreign pension type Note: field help (?) contains all valid values for agreement countries Foreign Description: if known, code the customer's foreign reference number Foreign Country Office: as appropriate. See Agreement Liaison Details For Italian claims lodged through a Patronato, ensure the Patronato/Agency field is correct DEX Authorisation: for claims from Japan, Switzerland or Germany only, code ‘Yes’ Date of Event: the date the claim for the foreign pension was lodged Status: use RET Reason: use CIS Finalise the activity Record the details on a DOC See Table 2 > Step 1

Finalising a claim to be sent overseas

Table 2

Step	Action
1	Preparing the foreign pension claim for sending overseas The Administrative Arrangements for each agreement specify the process for dealing with claim forms before they are sent to the other country. If the foreign pension claim is a: claim for a non-agreement country pension, go to Step 2 claim for an agreement country pension, go to Step 3 request to claim (RQI) for the US, go to Step 7
2	Non-agreement country claims As there are no arrangements in place for claims from non-agreement countries, all documents, including the standard proforma (Request for Claim Papers), should be sent to the foreign pension authorities in those countries. Contact details for foreign pension authorities are available in the CODES facility. Note: for the Philippines (PH), if the customer does not specify the relevant fund, the standard proforma should be copied and sent to both funds. Copy and certify any original documents Send all forms and supporting documents to the relevant address for the foreign pension authorities in that particular country Process Direct Go to the Foreign Claim Details (FGD) screen Select Expand on the relevant claim Select Edit On Change foreign claim details, update: Date of Event: date the claim for the foreign pension was lodged Claim Status: OVS Select Save Update the following fields: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any errors/warnings Select Assess, then select Finish. Record details of the update Select Finalise Customer First/Customer Record Go to the FGS screen. 'S'elect the relevant entry on the FGS screen to go to the FGD screen Code the Date of Event field as the date the claim for the foreign pension was sent overseas Code the Status field as 'OVS' Finalise the activity Ensure any outstanding Foreign Pension System (FPS) reviews are finalised Create a Fast Note. Select Auto Text use Centrelink International Services > Foreign Pension Claim > FP Claim received and sent OVS Procedure ends here.
3	Agreement country claims Is the claim for a foreign invalidity (INV) pension? Yes, see Foreign pension medical assessments, go to Step 4 No, go to Step 4
4	Completed claims and timeframes Is the claim complete and any requested information/documentation has been provided within the timeframe allowed? Yes, go to Step 6 No, go to Step 5
5	Consider further action, as necessary Sending of foreign pension claims should not be overly delayed. Incomplete claims should be sent with adequate notation of attempts to obtain the information/documentation included on the liaison form. Go to Step 6.
6	Finalising agreement country claims for sending overseas Copy and return any original documents to the customer in a registered post enveloped and a Q003 that is generated by the International Doc Creation Script. Note: some agreement countries require original documents with claims, see International Social Security Agreements for individual agreement countries Verify Australian residence periods. This is normally Australian Working Life Residence (WLR) but does vary for some agreements where historical or employment periods may apply, see International Social Security Agreements for individual agreement countries for information. Australian residence periods would normally have been recorded as part of an Australian pension claim. Customers may also have completed a AUS027 - Verification of working life residence in Australia form as part of the foreign pension claim. Ensure verified residence has been recorded, see Working Life Residence (WLR). Do not send the AUS027 to the agreement partner, this is for internal purposes Complete a liaison form indicating in particular, Australian periods of coverage (this is pre-filled) and Date of Lodgement, for sending with the foreign pension claim Note: foreign pension claim liaisons to New Zealand (NZ), must have the following additional information included in the Other Information field on Page 4 of the AUS187NZ: 1. EMBARGO: YES/NO YES, if arrears are to be embargoed NO, if arrears are not to be embargoed Note: do not request embargo if there is Assumed Rate coding on the Foreign Pension Details (FPD) screen for all or part of the period 2. RESIDENT STATUS: YES/NO YES, if protected Special Category Visa (SCV), permanent visa holder or Australian citizen NO, if not protected SCV 3. AU and NZ residence periods: refer to print out of Country of Residence (CRES) screen 4. AU payment start date and rates: refer to portal 5. BANK ACCOUNT CONFIRMED BY SERVICES AUSTRALIA: YES, if bank account nominated for NZ payment matches Australian payment destination NO, NZ can follow-up 6. MARITAL STATUS NO CHANGE if unchanged since date of lodgement of Australian pension, else CHANGED and provide date of change and new status AWAR is provided at section 4 of the liaison: ‘Australian periods for the purpose of Article 8’ Ensure the ‘found’ or ‘not found’ box is selected as appropriate. New Zealand Working Age Residence (NZWAR) does not need to be provided For foreign invalidity (INV) claims, ensure any necessary medical information is included. See Foreign pension medical assessments for assistance, if required Send all forms and supporting documents via the agreed transmission method for the foreign pension authorities in that particular country. See Agreement liaisons, NZ CICs and exchange of information Note: for claims sent as paper claims, print the completed AUS187 liaison form and place it with the paper foreign pension claim form and all supporting documents in the satchel or envelope for that country The Foreign Pension Claim Database (FPCDB) spreadsheet is used to record foreign pension claims sent via registered satchels and envelopes or Italian claims for the Patronati. Claims sent by ordinary post are not recorded on this spreadsheet. All foreign pension claims sent to the following countries must be recorded on the FPCDB spreadsheet: Croatia Czech Republic Denmark. (Claims for Udbetaling Danmark only; ATP claims are sent via ordinary post) Greece. (Claims for GR1 First Regional Employee Branch of Attica (ex-IKA) only) Italy New Zealand Poland For New Zealand, once the satchel for claims is full, send the FPCDB list electronically to the foreign pension authority. See Agreement liaisons, NZ CICs and exchange of information For Italy: foreign pension claim processers send the individual claim to Italy via OOM once processed once the FPCDB satchel list reaches 30 cases it is considered complete and the list is sent electronically to the respective Patronati. See Table 5 > Step 6 in Agreement liaisons, NZ CICs and exchange of information once the FPCDB satchel list reaches 30 cases it is considered complete and the list is sent electronically to INPS Ancona Go to the FGS screen in either Process Direct or Customer Record/Customer First to record the foreign claim is being sent to the Agreement partner: In Process Direct: Select Expand on the relevant claim Select Edit On Change foreign claim details, update: Date of Event: the date the claim for the foreign pension was sent overseas Claim Status: OVS Claim form or letter sent overseas Reason Select Save Update the following fields: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any errors/warnings Select Assess, then select Finish. Record details of the update Select Finalise In Customer First/Customer Record: 'S'elect the relevant entry on the FGS screen to navigate to the FGD screen If known, code the customer's foreign reference number in the Foreign Description field For Italian claims lodged through a Patronato, ensure the Patronato/Agency field is correct Code the Date of Event field as the date the claim for the foreign pension was sent overseas Code the Status field as 'OVS' Finalise the activity Make sure any outstanding Foreign Pension System (FPS) reviews are finalised
7	Fast Note Has the Progress of Foreign Pension claim Fast Note been run on the customer record? Yes, manually update the Progress DOC to indicate claim has been sent overseas. List any additional documents that have been sent. For New Zealand claims this will include if the ‘Authorisation for Recovery of Partner’s Overpayment by Embargo’ has been returned. See New Zealand Agreement and foreign pension information No: Create a Fast Note Select Auto Text use Centrelink International Services > Foreign Pension Claim > FP claim received and sent OVS
8	United States request to claim (RQI) In Customer Record: Generate an AUS187 form Record Liaison Type as FPD (Foreign Country Pension Details requested) Record on the Summary line: RQI In the AUS187 form, remove the pre-filled Working Life Residence data (under Section 4 - Australian periods for the purposes of Article 7). The US does not require this information at this stage and will advise what Australian employment periods are required to be verified instead. Attach the completed AUS187 form to the RQI and sent to the US authorities. See Agreement liaisons, NZ CICs and exchange of information for agreed transmission method. The US authorities will decide what forms are required to be sent to the customer, Go to the FGS screen in either Process Direct or Customer Record/Customer First to register that the RQI has been sent to the US Agreement partner: To update FGS in Process Direct: Go to the Foreign Claim Details (FGD) screen Select Expand on the relevant claim Select Edit On Change foreign claim details, update: Date of Event: date the claim for the foreign pension was lodged Claim Status: OVS Select Save Update the following fields: Receipt Date Channel Service Reason - if the system does not select a default Service Reason, select the most relevant Service Reason for the update Select Save Select Assess and address any errors/warnings Select Assess, then select Finish. Record details of the update Select Finalise To update FGS in Customer First/Customer Record: 'S'elect the relevant entry on the FGS screen to go to the FGD screen Code the Date of Event field as the date the claim for the foreign pension was sent overseas Code the Status field as 'OVS' Finalise the activity Ensure any outstanding Foreign Pension System (FPS) reviews are finalised Create a Fast Note. Select Auto Text use Centrelink International Services > Foreign Pension Claim > FP Claim received and sent OVS