Former Yugoslavia mailout 106-24011531

Tell the customer:

We have written to you because our records indicate you were born in the former Yugoslavia.

We need to know if you worked or paid contributions to the social security scheme of any of the republics that were part of the former Yugoslavia. If you have, you may have an entitlement to a pension from that country.

Is the customer’s payment suspended?

• Yes, go to Step 2
• No, go to Step 3

Customers have 21 days to respond to the mailout letter.

If they do not contact and the agency has not updated their FGD screen within 21 days, their payment will:

• suspend failure to reply to correspondence (FRC)
• cancel 13 weeks later

If a customer contacts after the FRC suspension/cancellation and is able to provide the required information, restore their payment. Issue arrears where appropriate, see Restoration of Age Pension.

Go to Step 3.

Does the customer already get a foreign pension from one of the former Yugoslavia countries?

• Yes, go to Step 4
• No, go to Step 8

If the customer does not want to discuss the former Yugoslavia and is distressed, go to Step 20.

Go to the Foreign Pension/Assets Pension Summary (FIPS) screen and check if the payment has been recorded.

Has the payment been recorded already?

• Yes, go to Step 5
• No, go to Step 6

Tell the customer "Thank you for letting us know. We have those details recorded."

Procedure ends here.

Is the Service Officer in International Services (CIS)?

• Yes, go to Step 7
• No, see Table 3 Step 3 in Foreign pension coding

The foreign pension must be recorded on the Foreign Pension Details (FPD) screen.

Check if a notice of grant has been received:

In Customer First:

Go to Document Tools and search for information about the foreign pension – a grant notice or similar.

In process Direct:

Go to Documents and search for information about the foreign pension – a grant notice or similar.

In Customer Record:

Run the Foreign Pension script, using the information in the grant notice.

If a notice of grant or pension certificate has not been provided, select Phone call as the source. This makes sure the system sends a letter to the customer asking them to provide an official notice of grant. Use Today as Date of First Ongoing Payment. Key the details the customer can provide over the phone to prevent further potential overpayment.

See Foreign pension coding.

The script will update FGD with FIN-GRA status. This finalises the mailout review and no further questions are needed.

Procedure ends here.

Has the customer sent a foreign pension claim directly to one of the former Yugoslavia countries?

• Yes, go to Step 9
• No, go to Step 11

Is the Service Officer in International Services (CIS)?

• Yes, go to Step 10
• No, transfer the case to Centrelink International Services (CIS). Procedure ends here

Tell the customer:

Thank you for letting us know. I will make a note on your record to confirm you have contacted us about the letter. That is all you need to do.

In Customer First/Customer Record:

• Go to the Foreign Claim Detail (FGD) screen:
• Key the Country field
• Key the foreign pension type in the Type Claimed field as AGE
• If known, key the customer's foreign reference number in the Foreign Description field
• Do not change the default value in the Foreign Country Office field
• Do not key the Patronato/Agency field (Italian claims only)
• Do not key the DEX Authorisation field
• Key the Date of Event field as T for today
• Key the Status field as OVS
• Key the Reason field as DIR
• Key the Advice Inh? Field as Y
• Finalise the activity

In Process Direct:

• Go to the Foreign Claim Details (FGD) screen
• Select Add
• On Create foreign claim details, update:
• Country
• Type claimed as AGE
• Do not key Foreign Description field
• Do not change Foreign Country Office field
• Do not key Agency field
• Do not key DEX Authorisation field – Pre-populates to No
• Date of Event to today’s date
• Advice Inhibit Indicator as Yes
• Label Inhibit Indicator as Yes
• Claim Status as OVS – Claim form or letter sent overseas
• Reason as DIR – Claim sent o/s directly by customers
• Select Save
• Enter Receipt Date and Channel
• Select Save
• Select Assess and address any errors/warnings
• Select Assess
• Select Finish

DOC the customer contacted in response to the mailout.

Procedure ends here.

Ask the customer:

Did you work or pay contributions to the social security scheme in present-day Bosnia and Herzegovina, Croatia, Kosovo, Montenegro, North Macedonia, Serbia, or Slovenia?

• Yes, go to Step 13
• No, go to Step 12

Tell the customer:

Thank you for letting us know. That is all we need you to do. We will not ask you to claim a pension from any of the countries and will make a note on your record to confirm you have contacted us about the letter.

Go to Step 14 to key the mailout response.

Ask the customer:

How long did you work or pay contributions in that republic?

See Table 3 for requirements to claim.

Does the customer need to claim any foreign pensions from any of the republics of the former Yugoslavia?

• Yes, claim required, go to Step 16
• No, no claim required go to Step 14
• For Bosnia and Herzegovina where outcome is insufficient contributions, no claim required now, go to Step 18

Tell the customer:

We will not ask you to claim a pension from any of the countries that formed Yugoslavia and will make a note on your record to confirm you have contacted us about the letter.

Is the Service Officer in International Services (CIS)?

• Yes, go to Step 15
• No, transfer the case to Centrelink International Services (CIS). Procedure ends here

The customer does not need to claim a foreign pension if they:

• never worked/ paid contributions in any of the countries, or
• worked/ paid contributions only in Kosovo or Montenegro (claim packs are not available for these non-agreement countries), or
• worked/ paid contributions for less than 12 months in any country

To ensure this customer is not sent another letter in response to residence in the former Yugoslavia, or suspended for not replying to this letter, a foreign pension claim result must be coded for at least one of the countries that were formerly part of Yugoslavia.

This will confirm the customer has responded and cancel the review and prevent the customer’s payment from suspending. To record this result, key FIN-NOM for any one of Bosnia and Herzegovina (BA), Croatia (CB), Kosovo (KV), Montenegro (ME), North Macedonia (MB), Serbia (RS) or Slovenia (SI).

• Do not update the Country of Residence (CRES) screen
• Do not update the YU entry on the FGS screen, if one exists

In Customer First/Customer Record:

• Go to the Foreign Claim Detail (FGD) screen:
• Key the Country field
• Key the foreign pension type in the Type Claimed field as AGE
• If known, key the customer's foreign reference number in the Foreign Description field
• Do not change the default value in the Foreign Country Office field
• Do not key the Patronato/Agency field (Italian claims only)
• Do not key the DEX Authorisation field
• Key the Date of Event field as T for today
• Key the Status field as FIN
• Key the Reason field as NOM
• Key the Advice Inh? Field as Y
• Finalise the activity

In Process Direct

• Go to the Foreign Claim Details (FGD) screen
• Select Add
• On Create foreign claim details, update
• Country
• Type claimed as AGE
• Do not key Foreign Description field
• Do not change Foreign Country Office field
• Do not key Agency field
• Do not key DEX Authorisation field – Pre-populates to No
• Date of Event to today’s date
• Advice Inhibit Indicator as Yes
• Label Inhibit Indicator as Yes
• Claim Status as FIN – finalised
• Reason as NOM – Finalised - Not entitled – other
• Select Save
• Enter Receipt Date and Channel
• Select Save
• Select Assess and address any errors/warnings
• Select Assess
• Select Finish

DOC the customer contacted in response to the mailout.

Procedure ends here.

Tell the customer:

Soon we will send you a claim package for a pension from [insert country name(s) here]. The claim package(s) includes instructions to help you, but please contact us if you need more help.

If the claim is for Croatia (CB) or North Macedonia (MB), tell the customer:

Please be aware that Croatia and North Macedonia require an original workbook to be included with the claim.

Is the Service Officer in International Services (CIS)?

• Yes, go to Step 17
• No, transfer the case to Centrelink International Services (CIS). Procedure ends here

The customer will have a possible entitlement to foreign pension and must claim if they:

• worked/ paid contributions for 12 months or more in any of the agreement countries, or
• worked/ paid contributions for 180 months (15 years) or more in Bosnia and Herzegovina

For each country where the customer has met the work requirements according to the matrix, issue a claim.

• Do not update the Country of Residence (CRES) screen
• Do not update the YU entry on the FGS screen, if one exists
• Do not update the status to VOL. These are compulsory claims

In Customer First/Customer Record:

• Go to the Foreign Claim Detail (FGD) screen:
• Key the Country field
• Key the foreign pension type in the Type Claimed field as AGE
• If known, key the customer's foreign reference number in the Foreign Description field
• Do not change the default value in the Foreign Country Office field
• Do not key the Patronato/Agency field (Italian claims only)
• Do not key the DEX Authorisation field
• Key the Date of Event field as T for today
• Key the Status field as ISS
• Leave the Reason field blank
• Leave the Advice Inh? field blank
• Repeat for each country where outcome is claim required
• Finalise the activity
• DOC the customer has contacted in response to the mailout and given details of worked/paid contributions to the relevant countries

In Process Direct

• Go to the Foreign Claim Details (FGD) screen
• Select Add
• On Create foreign claim details, update:
• Country
• Type claimed
• Foreign Description field
• Do not change Foreign Country Office field
• Do not key Agency field
• Do not key DEX Authorisation field – Pre-populates to No
• Date of Event to today’s date
• Do not change Advice Inhibit Indicator field
• Do not change Label Inhibit Indicator field
• Claim Status as ISS – Claim form or letter issued
• Reason - leave blank
• Repeat for each country where a claim is required
• Select Save
• Enter Receipt Date and Channel
• Select Save
• Select Assess and address any errors/warnings
• Select Assess
• Select Finish
• Record details of the update, noting the customer contacted in response to the mailout and has given details of worked/paid contributions to the relevant countries
• Select Finalise.

Procedure ends here.

Tell the customer:

Currently you do not have enough contributions to qualify for a pension from Bosnia and Herzegovina. You may be able to claim in the future, if Australia signs an agreement with Bosnia and Herzegovina. For now, you do not need to do anything. We will make a note on your record to confirm you have been in touch about the letter.

Is the Service Officer in International Services (CIS)?

• Yes, go to Step 19
• No, transfer the case to Centrelink International Services (CIS). Procedure ends here

Bosnia and Herzegovina (BA) is not an agreement country. Customers with more than 12 months but less than 15 years in BA do not have sufficient contributions to qualify.

Record these as FIN NOM for future identification if BA becomes an agreement country.

• Do not update the Country of Residence (CRES) screen
• Do not update the YU entry on the FGS screen, if one exists

In Customer First/Customer Record:

• Go to the Foreign Claim Detail (FGD) screen:
• Key the Country field as Bosnia and Herzegovina
• Key the foreign pension type in the Type Claimed field as AGE
• Do not key the Foreign Description field
• Do not change the default value in the Foreign Country Office field
• Do not key the Patronato/Agency field (Italian claims only)
• Do not key the DEX Authorisation field
• Key the Date of Event field as T for today
• Key the Status field as FIN
• Key the Reason field as NOM
• Key the Advice Inh? Field as Y

In Process Direct

• Go to the Foreign Claim Details (FGD) screen
• Select Add
• On Create foreign claim details, update:
• Country as Bosnia and Herzegovina
• Type claimed as AGE
• Do not key the Foreign Description field
• Do not change Foreign Country Office field
• Do not key Agency field
• Do not key DEX Authorisation field – Pre-populates to No
• Date of Event to today’s date
• Advice Inhibit Indicator is Yes
• Label Inhibit Indicator is Yes
• Claim Status as FIN – Claim finalised
• Reason as NOM – Finalised – Not entitled - other
• Select Save
• Enter Receipt Date and Channel
• Select Save
• Select Assess and address any errors/warnings
• Select Assess
• Select Finish

In Customer Record, run the International DOC Creation script and select the BA insufficient contribs pro-forma document. This will help identify these customers for re-screening purposes when BA becomes an agreement country in the future.

Procedure ends here.

Discussion of the former Yugoslavia may distress some customers because of the political and armed conflict. Services Australia can exempt them from claiming a foreign pension entitlement from any of the countries.

Tell the customer:

Thank you for letting us know. I will make a note on your record to confirm you have contacted us about the letter. That is all you need to do.

Is the Service Officer in International Services (CIS)?

• Yes, go to Step 21
• No, transfer the case to Centrelink International Services (CIS). Procedure ends here

Key an exemption from claiming a foreign pension from the region for customers distressed by discussing the former Yugoslavia.

Staff only need to key one of the 7 countries with an exemption to finalise the mailout review.

• Do not update the Country of Residence (CRES) screen
• Do not update the YU entry on the FGS screen, if one exists

In Customer First/Customer Record:

• Go to the Foreign Claim Detail (FGD) screen:
• Key the Country field - select any one of the 7 countries
• Key the foreign pension type in the Type Claimed field as AGE
• If known, key the customer’s foreign reference number in the Foreign Description field
• Do not change the default value in the Foreign Country Office field
• Do not key the Patronato/Agency field (Italian claims only)
• Do not key the DEX Authorisation field
• Key the Date of Event field as T for today
• Key the Status field as FIN
• Leave the Reason field as EXE
• Key the Advice Inh? Field as Y
• Finalise the activity
• DOC the customer has contacted in response to mailout and is exempt. Outline the reasons for the exemption

In Process Direct

• Go to the Foreign Claim Details (FGD) screen
• Select Add
• On Create foreign claim details, update:
• Country with any one of the 7 countries
• Type claimed as AGE
• Do not key the Foreign Description field
• Do not change Foreign Country Office field
• Do not key Agency field
• Do not key DEX Authorisation field – Pre-populates to No
• Date of Event as T for today
• Advice Inhibit Indicator is Yes
• Label Inhibit Indicator is Yes
• Claim Status as FIN – Claim finalised
• Reason as EXE – Exempt
• Select Save
• Enter Receipt Date and Channel
• Select Save
• Select Assess and address any errors/warnings
• Select Assess
• Select Finish
• Record details of the update. Note the customer contacted in response to the mailout and is exempt. Outline the reasons for the exemption
• Select Finalise

Procedure ends here.

Customers selected for the mailout who are subscribed to myGov will get a message in their myGov inbox stating: Foreign pension request for information.

The message includes a letter attachment explaining what is needed and a URL link. Selecting the link takes the customer to the myGov Tasks landing page.

On the Tasks landing page, the relevant task is called Foreign pension request for information. Selecting the task shows the following information and questions:

The time you spent in the former Socialist Federal Republic of Yugoslavia means you may be entitled to receive a pension from one of the former Yugoslavia states.

Depending on how long you worked there, you may be qualified for a payment from one or more of these countries.

You must answer the following questions to be best of your ability. You must answer all questions unless they are marked optional.

• Did you work and pay contributions in the former Yugoslavia? Y/N
• Where did you pay contributions? Tick the applicable country
• Bosnia and Herzegovina
• Croatia
• Kosovo
• Montenegro
• North Macedonia
• Serbia
• Slovenia
• How long, in years, did you pay contributions in <country_name>?

When done, the customer selects the Submit button.

The system will:

• auto-code the FGD screen with the claim outcomes based on the customer’s responses
• auto-DOC the record
• set the mailout review to Complete

The customer’s Age Pension will remain current.

• If a correspondence nominee is subscribed to myGov, they will get a myGov message with the letter as an attachment. They will not get the online task. Nominees will need to help the customer with the online task on the customer’s myGov account.
• If the correspondence nominee is not subscribed to myGov, they will get a copy of the letter in the post.

• An online task may no longer be available if the customer has completed it. If the FGD screen shows any of the 7 countries, the customer has completed the mailout review
• If the customer does not complete the online task or contact CIS to have the FGD screen updated within 21 days:
• the online task will auto-cancel
• their Age pension will auto SUS-FRC on day 21

Has the customer’s Australian payment suspended?

• Yes, go to Table 1, Step 2
• No, go to Table 1, Step 3

Once the FGD screen is updated, the both the online task and the review will auto-cancel and their Age pension will remain current.

Has the customer’s Australian payment suspended?

• Yes, go to Table 1, Step 2
• No, go to Table 1, Step 3

Review status and meaning:

• Complete – the mailout task has been actioned. Nothing further is required
• Matured – the online task is still available for the customer to complete. However, if the customer is on the phone, gather the information verbally, go to Table 1, Step 1
• Cancel – if staff cancel the review, the online task will also cancel. Note: if FGD is not updated, customer may be selected again and another letter or task may be created
• Manual action – staff will have to process the FGD screen updates manually. Go to Table 1, Step 1