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Identifying if a customer who is a migrant, refugee or visitor is eligible for financial assistance 005-01010000

This document outlines information that identifies if a customer, who has recently moved to Australia is eligible for financial assistance.

Identifying if a customer is eligible for assistance

Step	Action
1	Newly arrived resident or coming from a CALD + Read more ... A customer who has identified themselves as a newly arrived resident or as coming from a culturally and linguistically diverse (CALD) background contacts Services Australia seeking financial assistance. Has the customer recently arrived in Australia with a qualifying humanitarian visa for Crisis Payment? Yes, the customer may be entitled to Crisis Payment (CrP) for humanitarian entrants newly arrived in Australia. Go to Step 2 No, go to Step 2
2	Permanent resident or the holder of a visa subclass that conveys permanent residency + Read more ... Is the customer a permanent resident of Australia or the holder of a visa subclass that conveys permanent residency? For more information, see Assessing if a customer is an Australian resident (CLK). Yes, go to Step 4 No, go to Step 3
3	Qualify for a benefit or pension + Read more ... To qualify for a social security benefit or pension a customer must be an Australian citizen, a permanent resident or a protected Special Category visa holder. A small group of non-permanent residents who are temporary visa holders (for example, Temporary Protection or Partner) qualify for Special Benefit and ancillary payments such as Family Tax Benefit (FTB). For more information see:\ Residence assessment for customers claiming Special Benefit (SpB) Eligibility and new claim procedures for Special Benefit (SpB) Eligibility for Family Tax Benefit (FTB) for individuals Procedure ends here.
4	Subject to Newly Arrived Resident’s Waiting Period (NARWP) + Read more ... Is the customer subject to a Newly Arrived Resident's Waiting Period (NARWP)? Yes, go to Step 6 No, go to Step 5 Newly Arrived Resident’s Waiting Period (NARWP) Newly arrived residents who arrive in Australia or are granted permanent residence are normally subject to a NARWP before they can receive most, though not all, Centrelink payments. They may be exempt from NARWP, for example, they are a family member of a refugee/humanitarian entrant at the time of arrival in Australia. For more information see: Newly Arrived Resident's Waiting Period (NARWP) Newly Arrived Resident's Waiting Period (NARWP) and Qualifying Residence Period Exemptions
5	Check if the customer is subject to an Assurance of Support (AoS) + Read more ... Yes, go to Step 6 No, go to Step 7
6	Assurance of Support (AoS) + Read more ... Where an Assurance of Support (AoS) is in place certain Centrelink payments may be paid, but will be recoverable debts to the person offering the assurance. For more information, see Assuree makes a claim for an Assurance of Support (AoS) recoverable payment. Procedure ends here.
7	The customer may be eligible to receive financial assistance + Read more ... Determine the most appropriate income support payment or concession card by first running the First Contact Service Offer (FCSO) workflow, or by asking the customer a series of questions and checking the responses against the qualification criteria of each payment as listed in the Policy section. Invite a new claim where it appears the customer meets the qualifications for payment. See Claiming income support payments from Centrelink.