Assessing Age Pension claims and transfers 065-03030000

For information about how to help customers or their correspondence nominees claim Age Pension and what to do upon receipt of a paper claim or documentation, see Claiming and re-claiming Age Pension. If the customer or their partner is registered in the Pension Bonus Scheme, they will need to claim Pension Bonus at the same time.

When an online or Assisted Customer Claim (ACC) is submitted whether it is lodged as a single person claim or as a combined partner claim, an Age Pension claim Work Item is created in Process Direct that contains the claim information. The claim is reviewed and processed in Process Direct.

When a paper claim is scanned to the customer's record, a SOA shell Work Item is created in Process Direct. Claim information is entered manually in Process Direct before the claim is processed.

Age Pension claims can be lodged up to 13 weeks prior to qualification, where customers are yet to reach Age Pension age. The start date for payment will be the date the person qualifies for payment.

If early claim provisions do not apply (the customer qualifies for Age Pension but not payable on the date they lodged their claim), start day rules may apply a later start if a change of circumstances applies within 13 weeks of claim lodgement. See Start Day.

Most income support customers are invited to transfer to Age Pension before they reach Age Pension age. Identified Indigenous customers may be eligible for an automatic transfer.

If the customer does not submit an online transfer or lodge a Transfer to Age Pension (SA383), their payment (and their partner’s) will be suspended or cancelled on the day they turn Age Pension age. Payment (including their partner’s) should only be restored if the online transfer is submitted or an SA383 has been lodged (including required documentation). Superannuation investments are assessable at Age Pension age whether the customer transfers to Age Pension or not.

Check the customer will not be disadvantaged by transferring to Age Pension. If they continue to qualify for their current payment, they may choose not to transfer. Superannuation investments and any changes to their (and their partner's) income and assets must be provided and recorded and the reassessment activity finalised.

If a customer has submitted the Transfer to Age Pension online or lodged an SA383 form, see Processing transfers to Age Pension.

Customers who receive their income support payment entirely as a loan-only payment under the Home Equity Access Scheme (the Scheme) can only be transferred to Age Pension as a HEAS-only customer. They are not eligible to receive a payable rate of Age Pension without undergoing a full assessment of their income and assets.

Customers currently receiving Age Pension as a HEAS loan-only payment (identified by a benefit status of AGE/CZR-PLS) may wish to claim Age Pension if their income or assets are under the limit. Before processing the Age Pension claim, a full assessment of income and assets assessment must be undertaken to determine if eligible to receive a payable rate of Age Pension. Claims must then be referred to the Home Equity Access Scheme National team to review the customer’s circumstances and determine the appropriate course of action before claim finalisation. See Processing claims for Age Pension and Pension Bonus.

To qualify for Age Pension a person must have reached Age Pension age and satisfy residence requirements. Age Pension is also subject to an income and assets test.

The qualifying age for Age Pension increased from 65 and a half years to 66 years from 1 July 2019. The qualifying age will rise by 6 months every 2 years, reaching 67 by 1 July 2023.

If a claim is rejected for a residence related reason this may be based on information the customer has provided or visa, citizenship and movement information provided directly from the Department of Home Affairs datalink. Information provided by this datalink will take precedence over any conflicting information provided by the customer.

Eligible Age Pension customers may be entitled to Pension Supplement and additional products and services.

Once an income support customer reaches Age Pension age, they are no longer covered by the Working Credit initiatives but may be entitled to the Work Bonus if they have employment income.

For all claims proof of age must be supplied. When a customer lodges a claim and provides a document that verifies their age and is an approved Identity document, the information must be checked against the customer's record.

A customer's entitlement to a Pension Bonus must be considered before the Age Pension claim is finalised. This is because if no basic rate of Age Pension or Pension Supplement basic amount is payable, the customer's Pension Bonus will be nil.

The customer may elect to withdraw both the Age Pension claim and the Pension Bonus claim before the Age Pension claim is determined and re-claim when an amount of basic pension or basic Pension Supplement is payable, and a Pension Bonus may be payable.

Discuss options with the customer or refer them to a Financial Information Service (FIS) Officer if they have not seen one previously.

All Pension Bonus claims are processing in Customer Record.