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This page contains information on the Nominee arrangements under IM and enhanced IM.
Enhanced Income Management
On this page:
Role of correspondence nominee
Role of payment nominee
Role of combined nominee
Enhanced IM customers who HAVE a payment nominee
Role of correspondence nominee
Table 1: this table outlines the actions a correspondence nominee can take in relation to enhanced IM, including cards and accounts.
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1 | Enhanced IM program request made by correspondence nominee
A correspondence nominee can: - Enter the customer into a Voluntary Agreement
- End a Voluntary Agreement on the customer’s behalf
- Request an exemption or exclusion from enhanced IM for the customer if the customer is on an eligible measure
- Update the customers payment destination, only where the customer is the primary or joint account holder
- Consent to move from IM to enhanced IM
A correspondence nominee cannot: - Request enhanced IM account or SmartCard information
- Request urgent fund transfers, recurring transfers, one off transfer or balance enquires
- Be issued a SmartCard or access the enhanced IM account
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2 | Enhanced IM account and SmartCard
The correspondence nominee cannot be issued with a SmartCard and cannot act or enquire in relation to the enhanced IM account, which includes making urgent or one-off transfer requests and account balance enquiries. A correspondence nominee can be told how much of the customer’s income support payment was paid into the enhanced IM account. If the customer wants a correspondence nominee to be issued a SmartCard or be able to enquire or act in relation to the enhanced IM account, they must appoint the correspondence nominee as a payment nominee. To request the appointment of a nominee, or to appoint a payment nominee the customer must: - use online accounts, or
- complete the Authorising a person or organisation to enquire or act on your behalf (SS313). See Resources page for a link to the form
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Role of payment nominee
Table 2: this table outlines the actions a payment nominee can take in relation to enhanced IM, including cards and accounts.
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1 | Enhanced IM account and SmartCard
SmartCards are issued to the payment nominee and have the payment nominee’s name embossed on the front of the SmartCard. The customer's enhanced IM account that is linked to the SmartCard is also managed by the payment nominee. The customer has no access to a SmartCard and will have their online services disabled, cannot lodge transfer and/or payment requests, or give account instructions. They may only make enquiries on their account. The payment nominee: - has access to online services, and can lodge transfer and payment requests, make account enquiries, and give account instructions
- can access temporary SmartCards at selected service centres, participating Agent sites, or Traditional Credit Union (TCU) branches (TCU customers only), or from a visiting Remote Servicing Team (RST)
- may consent to the customer being issued a SmartCard (this includes a temporary SmartCard). In this case, the payment nominee is transferring access to the customer and the payment nominee’s card will be closed
Online access will be available to both the payment nominee and customer. Only service officers on the SmartCard eIM hotline who are trained in financial procedures can action a request from a payment nominee to transfer the SmartCard over to a customer. Note: a payment nominee does not have the authority to request to move a customer from IM to enhanced IM. More information about actions that customers and payment nominees can take on the enhanced IM account is available for SmartCard eIM hotline in the Payment Nominee financial procedure. |
2 | Other enhanced IM program requests
A payment nominee does not have the authority to request other actions on behalf of the customer, including: - entering or ending a Voluntary Agreement for the customer
- requesting an exemption or exclusion if the customer is on an eligible measure
- consent to move from IM to enhanced IM
- signing relevant forms and statements on behalf of the customer
Only correspondence nominees can make these types of requests. |
3 | Payment nominees as customers
Where a payment nominee is being income managed, they: - do not need to be on the same income management program as the customer they are payment nominee for
- will hold 2 cards and manage both their own account and the customer's account
Depending on the program the payment nominee and the customer is on, the payment nominee may hold either: - 2 BasicsCards
- 2 SmartCards, or
- a BasicsCard and a SmartCard
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Role of combined nominee
Table 3: this table outlines the actions a combined nominee can take in relation to enhanced IM.
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1 | Role of a combined nominee
A customer can appoint: - a correspondence nominee
- a payment nominee, or
- a combined nominee who performs both roles
The responsibilities and authorities for each nominee arrangement are different. |
2 | Enhanced IM account and SmartCard
For enhanced IM purposes, a combined nominee can: - Request enhanced IM account or SmartCard information including account balances
- Request fund transfers
- Be issued a SmartCard and access the enhanced IM account
If the request is outside the above actions a combined nominee can do on behalf of the customer, see Tier 0 technical support – self-sufficiency. |
3 | Other enhanced IM program requests
For enhanced IM purposes, a combined nominee can: - Enter the customer into a Voluntary Agreement
- End a Voluntary Agreement on the customer’s behalf
- Request an exemption or exclusion from enhanced IM for the customer if the customer is on an eligible measure
- Consent to move from IM to enhanced IM
- Update the customer's payment destination, only where the customer is the primary or joint account holder
- Appeal enhanced IM decisions, such as:
- starting enhanced IM
- not granting an exemption from enhanced IM
Note: if the combined nominee requests to change the payment destination to an account that is not in the combined nominees name, the payment nominee arrangement should be cancelled. If the request is outside the above actions a combined nominee can do on behalf of the customer, see Tier 0 technical support – self-sufficiency. |
Enhanced IM customers who HAVE a payment nominee
Table 4: this table outlines the impact on an enhanced IM customer of having a payment nominee under any measure.
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1 | Review nominee arrangements
Service officers must complete a review of the payment nominee arrangement for customers who have been referred to or become eligible for any measure of enhanced IM, regardless of whether the nominee is an excluded payment nominee. See Reviewing nominee arrangements. Note: termination of an excluded payment nominee arrangement may result in a customer becoming eligible to be income managed again. |
2 | Appointment of a payment nominee
Changes to payment nominee arrangements may affect a customer's income management eligibility. See the income management eligibility table for customers with payment nominees. |
Income Management
On this page:
Role of correspondence nominee
Role of payment nominee
Income Management customers who HAVE a payment nominee
Role of correspondence nominee
Table 1: this table outlines the actions a correspondence nominee can take in relation to the Income Management, including cards and accounts.
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1 | IM account and BasicsCard
The correspondence nominee cannot be issued with the BasicsCard. If the customer wants a correspondence nominee to be issued a BasicsCard, they must: Expense allocations from the IM account If the customer does not have a payment nominee, a correspondence nominee can act as if they were the customer when deciding on expense allocations. In all circumstances the service officer should have regard to the best interests of the customer and their dependants. |
2 | IM program requests made by correspondence nominee
A correspondence nominee may request certain actions on behalf of the customer. They can request: - to exit a Voluntary IM Agreement or
- apply for an exemption
For more details about correspondence nominees and what they can do, see Nominees, |
Role of payment nominee
Table 2: this table outlines the actions a payment nominee can take in relation to the Income Management program, including cards and accounts.
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1 | BasicsCard
The payment nominee can choose to have the BasicsCard issued in the customer’s name rather than their own. The system identifies that a customer has a payment nominee and will show an assign card screen at the end of the authentication screen. For more details, see Initial offer or replacement of BasicsCard. |
2 | IM account
Where there is a payment nominee, both the customer and the payment nominee can request one off and regular allocations. |
3 | Other Income Management program requests
A payment nominee does not have the authority to request other actions on behalf of the customer, including: - exiting a Voluntary IM Agreement
- requesting an exemption
- signing relevant forms and statements on behalf of the customer
Only correspondence nominees can make these types of requests. |
4 | Payment nominees as customers
Where a payment nominee is being income managed, they: - do not need to be on the same income management program as the customer they are payment nominee for
- will hold 2 cards and manage both their own account and the customer's account
Depending on the program the payment nominee and the customer is on, the payment nominee may hold either: - 2 BasicsCards
- 2 SmartCards, or
- a BasicsCard and a SmartCard
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Income Management customers who HAVE a payment nominee
Table 3: this table outlines the impact on an IM customer of having a payment nominee under any income management measure.
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1 | Review nominee arrangements
Service officers must complete a review of the payment nominee arrangement for a customer who has been referred to or becomes eligible for any measure of enhanced IM, regardless of whether the nominee is an excluded payment nominee. See Reviewing nominee arrangements. Note: termination of an excluded payment nominee arrangement may result in a customer becoming eligible to be income managed again. |
2 | Appointment of a payment nominee
Changes to payment nominee arrangements may affect a customer's income management eligibility. See the income management eligibility table for customers with payment nominees. |
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