Claiming JobSeeker Payment (JSP) 001-19051501

Check the customer has a Centrelink online account linked to myGov.

If they do not have an online account:

• there are 4 ways they can link Centrelink to myGov
• to register for a Centrelink online account, they must confirm their identity at:
  • their local service centre, or
  • an agent's site, where the specified personnel will use the Silver Service phone line
• tell customers how they can create a myGov account and link it to their Centrelink services. This will also enable them to receive Centrelink mail online through the myGov Inbox

Before the customer submits a claim, they may need to meet some more identity requirements. This could include:

• bringing acceptable photo identity documents to:
  • a service centre, or
  • an agent's site, where the specified personnel will use Silver Service
• uploading a document in their Centrelink online account or the Express Plus Centrelink mobile app

The agency will let the customer know if they need to do this.

Service centre staff can help customers with their online claim using Self Service Terminals.

Customers can check which payment is appropriate for them, and start their claim using the Payment and Service Finder:

• in their Centrelink online account, or
• on the Services Australia website

When discussing online claim options, Service Officers must check:

• if the remote indicator is showing on the Customer Overview, or
• if the residential address is in a remote location

To check if the address is in a remote location:

• search the town name in Office Locator
• view the Towns Result List
• view the Remoteness column

Customers who access Services Australia via an agent, Remote Service Centre, or phone, may require assistance to lodge an online claim.

Can the customer submit an Online claim?

• Yes, go to Step 2
• No:
  • If the customer lives in a remote Indigenous community, Smart Centre Service Officers can transfer the customer to the Remote Claims Processing (RCP) team using CXone Agent Workspace / Services Australia Workspace, to complete their Assisted Customer Claim (ACC). Procedure ends here
  • For all other customers, see the Assisted tab

Once the customer has linked their Centrelink online account to their myGov account, they need to:

• sign into myGov and access their linked Centrelink online account
• from the menu, select My details > Personal and contact details > My profile to make updates
  • The My profile page shows information from their Centrelink record
  • Select Update (relevant service name) in the sections such as Relationship or Interpreter details that need updating. Note: accommodation details are covered within the claim questions

The following customers can access a streamlined claim process:

• Parenting Payment Single (PPS) or Parenting Payment Partnered (PPP) customers whose youngest PP child is turning 14 (PPS) or 6 (PPP) within 28 days. Direct them to the 'Your payment is ending' task in their online account. See Student to job seeker transfers. Procedure ends here
• Austudy (AUS) or Youth Allowance (YA) students aged 22 years or older whose student end date (SED) is within 28 days. Direct them to 'Confirm course end date' task in their online account. See Transfer to JobSeeker Payment (JSP) from another payment. Procedure ends here

To start a new claim:

• select Payments and claims > Claims > Make a claim from the menu
• on the Make a claim page, select the Get started link in the Looking for Work category
• answer the questions in the Eligibility check section to determine the most suitable payment. Based on their answers, if they are not eligible for JSP:
  • it refers them to the Payment and Service Finder, or
  • advises them to contact Services Australia to discuss a more suitable payment
  • they can select Back to return to the Make a claim page to begin another claim type
• after completing the questions, select Continue
• JSP including early claimants that are reclaiming within 52 weeks (or 39 weeks if early claimant) will use the Reduced Question Set workflow

The Next steps page advises the customer of any further information or documents needed for them to submit their claim.

Customers must provide all required documents and verify their identity (if there is no Identify Confirmation (ICI) recorded) to submit their claim. Exceptions will be made for some vulnerable customers.

Customers must book a New Claim Appointment before submitting their claim (some exceptions apply). This occurs from the Next steps page and shows as a required task.

See Apply for a payment or concession card options online.

Customers who provide a mobile phone number or email address are advised they are automatically subscribed to Electronic Messaging (EM) services, unless they have previously declined EM. They are asked to nominate a preferred contact method (SMS or email) for electronic messages.

They are automatically subscribed to receive their Centrelink mail online in their myGov Inbox.

They can opt out of these services at any time.

To access their online claim, customers must:

• sign in to myGov and access their linked Centrelink online account
• from the menu, select Payments and claims > Claims > My online claims

A list of all online claims started by the customer will display.

If the status of the claim is incomplete, the customer can choose to either:

• Continue claim to display the next question set for completion, or
• Cancel claim - page will display for them to confirm they want to do this. Once cancelled:
  • the customer cannot view or continue the online claim
  • no claim information is recorded
  • the customer can start a new online claim at any time

The Claim navigation page shows the sections of the claim the customer must complete. They must complete each section before they can start the next.

They select Start to access sections.

Each section contains modules with relevant questions. On each question page, the customer can select Previous to go back to the previous question.

Customers can read the Digital Assistant text for help with the questions on the current page.

After completing each section, they return to the Claim navigation page to select the next section. They have the option to select Edit to correct answers to a previous section. They can return to the Claim navigation page by selecting the arrow under the last dot on the side navigation and Continue.

Customers can use the dots on the side navigation of each page to go between pages in the online claim. If they answer a question incorrectly, a red cross will appear in the dots on the right of the page. They can select the red cross to go to the page with the error.

They do not need to complete the claim in one session. Customers can leave the Claim navigation page at any time and the responses will save for them to continue later.

They must answer all compulsory questions before they can submit the claim.

Customers will be advised if they have a reduced question set. They will see a summary of the following sections and can update as necessary:

• Personal Details
• Your Circumstances
• Your Financial Details

Question sets include:

• Personal details - Identity, Address, Contact details, Relationship
• Contact Requirements - Permit to Enquire, Nominee
• Australian Residence
• Accommodation circumstances
• Child Details

Question sets will depend on the customer's circumstances and include:

• Your Circumstances - previous paid work, money on hand
• Your previous employer details
• Your Leave and Redundancy payments
• Additional circumstance - work ability, education level, current study, barriers to work or looking for work

This section allows the claimant to supply or confirm information about their financial income and assets before making their claim. The module includes questions about:

• payment instructions
• tax file number
• tax deductions
• savings
• investments
• business, trust and companies, real estate
• other assets
• income
• additional circumstances funeral services, borrowed money for investments

Note: incorrect text will display if a customer answers yes to either of the following accommodation circumstance questions:

• Is your home situated on a block of land larger than 2 hectares (5 acres)?
• Is any part of your home used to produce income?

The following incorrect text will display at the Real Estate question set within the claim. 'You have told us your principal home at <address> has more than 1 title. We need some more information about the titles'.

Tell the customer that the incorrect text displayed will not affect their claim, and to continue completing the property details and submit the claim as normal.

If the customer is not willing to proceed with the claim at this point, alternate options such as the ACC or a paper JobSeeker Payment (JSP) claim (SU716) should be offered.

Single Touch Payroll (STP)

Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. To identify if:

• a current STP employer has been presented, the question 'Do you work for (employer)' will display in the claim slider
• a previous STP employer has been presented, 'Employer Reported' will be listed directly under 'Reason ceased work for employer'

If the customer has been presented with pre-filled STP data, see Single Touch Payroll (STP) in Centrelink claims

Provide details later

If the customer cannot provide all their income and asset information, they can provide this information on a paper form. See the Resources page for a link to Online Forms. This is advised at Next steps.

Outstanding items

This section will display if the customer has selected Provide details later in any of the previous sections of the claim. The items can be selected, and the customer will go back to the relevant section of the claim to make the update.

Confirm details

A summary of all the information provided by the customer will display so they can check what they have entered is correct. The information displays in sections, for example, Circumstance details.

A summary of My profile information also displays. Customers must ensure all information is correct.

To correct online claim or My profile information, the customer can select the Update button relevant to the answers requiring change. This will take them back to My profile or the relevant section of the claim to review/update the particular claim questions and responses.

Declaration

Once all information is correct, the customer must read and accept the declaration by ticking the box. Completing the declaration means, a signed claim form is not required.

Acknowledgement

The customer must read and accept the acknowledgement by ticking the box. Completing the acknowledgement means the customer understands and agrees to the terms of their claim.

Confirm Information

The customer must read and select the Confirmation Information button to save all the information provided in the claim. No answers in the claim can be changed once this button is selected.

Early Claims

A customer can commence an early claim for JSP if they will be qualified for the payment within the 13 week period starting on the day after the claim is made. They cannot complete the Review and Confirm declaration, Next steps or submit the claim until they are within 14 days prior to the first day of eligibility. A reminder notification will be sent to the customer 14 days prior to the first day of eligibility advising they can now complete and submit their online claim.

At the Next steps section, the customer can:

• upload documents
• book a Confirm your identity video chat appointment
• book a new claim appointment (job seeker online claim appointment)
• submit claim

Note: the customer must have completed their identity linkage before they can book a new claim appointment ((job seeker online claim appointment).

Customers can access their started online claim using their Centrelink online account or the Express Plus Centrelink mobile app to upload the required documents to submit their claim.

In the Next steps section, there is an Upload button to upload documents next to each listed task.

Help the customer upload the documents and submit their claim online.

If necessary, Service Officers can scan the documents and submit the claim for the customer. See Table 5 in Circumstance Change Monitor (CCM).

If the customer uploaded or provided documents before starting the online claim or ACC, the document displays as Required on the Next steps section. The customer can either:

• re-upload the document on the Next steps section from the Documents and Forms section
• contact by phone or in person to have the Manage Draft Claim Tasks workflow run to change the document status from Required to Provided

See Table 5 in Circumstance Change Monitor (CCM).

Booking an appointment displays as a required task at the customer's Next steps section.

The appointment task displays once all required tasks are completed, unless exceptions apply.

When the customer books the appointment, they are directed to the Book Appointment page. The system sets the appointment and contact type, the customer is asked to:

• find an available date and time
• if they have a current correspondence nominee, select who will be attending
• what number they wish to be contacted on, they can select an existing number or 'other' where they are prompted to enter a number

The customer selects Next to show their appointment details including:

• date and time
• appointment type
• contact type
• nominee details (if applicable)
• what details to bring (where applicable)

A Reschedule button displays allowing the customer to reschedule if needed.

If the customer has indicated they require an interpreter, they are prompted to contact Multilingual Services rather than booking an appointment online. Multilingual Services will book an appointment with an interpreter at the customer's local service centre.

If the customer does not have a contact number recorded in My profile, a message tells them to call or visit their nearest service centre to make an appointment or to have their mutual obligation requirements assessed.

To manually book a job seeker online claim appointment for a customer, complete the relevant fields as below:

• Appointment Type: Job seeker Online Claim Appointment
• Service Reason: Youth Allowance
• Appointments Booking page will display the next available appointments within the customer's Service Zone area. Change the On this day field to the current day's date and select Find to allow all available appointments to populate
• Select the most appropriate Time
• Confirm details with customer before selecting the Finish button

Once booked, the customer's task will display as Done. The View button displays so they can view or reschedule the appointment.

The customer is prompted to submit their claim. Note: the system will check each night if appointments for the following day link to a submitted claim. If the customer has not submitted their claim, the system will cancel the appointment and the customer task will return to a status of Required.

To submit their claim, customers must:

• answer all mandatory questions
• provide all required documents
• verify their identity (when there is no Identity Confirmation Indicator (ICI) recorded)
• book a new claim appointment (job seeker online claim appointment)

Some vulnerable customers may be able to submit their claim without providing all documents.

Claims not submitted within 13 weeks will expire.

The claim cannot be submitted if the Required tasks are not complete.

Once the tasks are completed, the Submit button will display and the customer can submit their claim.

'Channel hopping' means:

• the customer can start a claim online and the Service Officer can take it over, or
• a Service Officer can help a customer start a claim, which can then be completed by the customer online (a Centrelink online account linked to myGov is required)

For more information, see Assisted Customer Claims (ACC) table on the Assisted tab.

Responses to some questions in the JSP claim will be used to pre-populate similar questions in the Job Seeker Snapshot. The job seeker will have the opportunity to review the responses and make changes within the Job Seeker Snapshot (online or staff assisted).