Transfer to Age Pension 065-03010020

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

Tell them how they can create a myGov account and link it to their Centrelink online account. This enables them to receive Centrelink mail online through the myGov Inbox.

Service centre staff can help customers with their online transfer through self-service terminals.

Once signed into their myGov account, customers can access their transfer through:

• a message in their Inbox which contains a direct link to their online transfer task
• their linked Centrelink online account and selecting the Age Pension transfer task on the homepage
• their linked Centrelink online account and selecting the Transfer to Age Pension link from the Tasks section

The transfer does not have to be completed in one session. Customers can save their responses and continue later by selecting the My online claims link. The online task/link will expire 13 weeks after the customer reaches Age Pension age if not completed.

Note: customers over Aged Pension age may not have an online transfer task. They can access the Transfer to Age Pension online by selecting Claims under Payment and Claims.

This page displays:

• For some income support customers:
  • A list of the benefits of remaining on their current payment
  • A list of the benefits of transferring to Age Pension
• Questions about transferring to Age Pension depending on the individual circumstances:
  • Have you recently submitted a transfer to Age Pension form?
  • An international social security agreement may affect you getting Age Pension. If you receive a payment under this agreement, you can call us on 13 16 73 from within Australia. If you are outside Australia, you can contact us on our International Services line
  • Am I eligible to transfer to Age Pension?
  • Turning Age Pension age may affect your Special Benefit. If you are eligible for an income support payment, you cannot get Special Benefit. You can complete this online service to see if you are eligible for Age Pension. We will continue to pay you Special Benefit if you are not eligible for Age Pension
  • Do you receive a Disability Compensation Payment from the Department of Veterans' Affairs?
  • Will the Department of Veterans' Affairs pay my Age Pension?
  • When is Age Pension most appropriate?
  • Do you want to transfer to Age Pension?
  • Do any of the following circumstances currently apply to you?
    Have been affected by family and domestic violence
    Have been in prison or psychiatric confinement for 14 days or more
    Are a humanitarian entrant in Australia for the first time
    Had to leave your usual home because of an extreme circumstance
  • Are you in severe financial hardship?

Once the questions are answered the customer selects Continue.

If the customer:

• wants to transfer to Age Pension, go to Step 4
• does not want to transfer to Age Pension and they:
  • have superannuation to be recorded or it has already been recorded, go to Step 6
  • do not have superannuation, read the Declaration displayed. If accepted select Submit and go to Step 7

The Claim navigation page displays the sections of the transfer required to be completed. The sections must be completed in order and the next section cannot be started until the previous section is complete.

Each section contains modules with relevant questions.

As these customers are already on an income support payment, there is an expectation that their circumstances are already up to date and accurate.

On each question page, the customer can select Previous to go back to the previous question.

When each module is completed and the end of the section is reached, the customer is returned to the Claim navigation page to select the next section.

As each section is completed, the customer has the option to return to a previously completed section to change their answers by selecting the Edit option. They can then navigate directly to the module they wish to update by selecting the relevant tab.

Customers can use the dots on the side navigation of each page to navigate between pages in the online claim. If a question is answered incorrectly, a red cross appears in the dots on the right side of the page. Customers can select the red cross this takes them directly to the page containing the error.

Customers can read the help text for assistance with the questions on the current page and launch the interactive Digital Assistant.

Customers must answer all compulsory questions before they can submit their application to transfer.

The customer needs to answer questions about:

• Your personal details and interpreter details
• Address details
• Contact details
• Accommodation details (depending on customers circumstances)

Information from the record is presented for the customer to confirm or update. If they need to update their details, they are taken to a separate page where they can complete and confirm the changes and then be returned to the started transfer.

The customer needs to answer questions about:

• Australian Residence
• Superannuation (if they have indicated 'yes to super' on the Transfer to Age Pension page)
• Home property (depending on customer’s circumstances)
• Income details personal exertion (depending on customer’s circumstances)

If the customer does not want to transfer to Age Pension, they are still asked questions about their superannuation and need to complete:

• the declaration page, and
• the transfer process

Information from the record is presented for the customer to confirm or update.

If the customer wants to update or remove details, they select the Edit icon, or select Add, if they want to provide additional details.

Outstanding items

This section displays 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 goes back to the relevant section of the claim to make the update.

Confirm details

A summary of all the information provided by the customer displays so they can check what they have keyed is correct.

If changes are needed, the customer can select the Update button relevant to the answers requiring change. This takes them back to the relevant section of the claim to review/update the particular claim questions and responses.

Declaration

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

Acknowledgement

The customer must 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 select the Confirm Information button to save all the information provided in the claim. Answers in the claim cannot be changed once this button is selected.

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

Customers must provide all required documents and verify their identity (when a Confirmed Identify status has not been achieved) to submit their claim. Exceptions are made for some vulnerable customers.

To be assessed from the earliest possible date, customers need to provide all required information and supporting documents and submit the transfer as soon as possible. Customers can access their saved transfer for 13 weeks. After 13 weeks the transfer will expire.

Documents and Forms

This page includes:

• a list of supplementary information and required documentation needed from the customer
• a link to download or print required forms
• an Upload button

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

On the Next steps page, there is an Upload button next to required tasks. This launches the Upload documents service and changes the Task status to ‘Done’ after documents have been provided or actions completed.

If necessary, Service Officers can:

• scan the documents and upload them to the customer record
• mark as ‘provided’ using the Manage Draft Claim Tasks workflow in Process Direct or Request and Manage Customer Tasks guided procedure in Customer First. See Circumstance Change Monitor (CCM) for managing tasks

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

• re-upload the document on the Next steps page
• contact by phone or in person to have the status updated from Required to Provided using the Manage Draft Claim Tasks workflow in Process Direct or Request and Manage Customer Tasks guided procedure in Customer First. See Circumstance Change Monitor (CCM) for managing tasks

To submit their transfer, customers must:

• answer all mandatory questions
• provide all their required documents
• verify their identity (when a confirmed Identity Confirmation status has not been achieved)

Exceptions may apply for vulnerable customers to submit their transfer without providing all documents.

The transfer cannot be submitted if the required tasks are not completed.

Once the relevant tasks are completed, the Submit button becomes available so the customer can submit their transfer.

Customers can access their submitted online transfer by returning to the My online claims page to view it at any time.

Once submitted, the customer cannot update the transfer details online. They must contact Services Australia if they want to provide additional information.

'Channel hopping' between the online transfer and the Assisted Customer Claims (ACC) workflow allows:

• a Service Officer to help a customer with starting the online transfer, which would then be completed by the customer online (an active Centrelink online account is required), or
• the customer to start an online transfer and have it continued by a Service Officer

Online transfers and ACCs can also be started and submitted by customers or their nominees.

For more information, see Assisted Customer Claim (ACC) table in the Assisted tab.