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Disbursement interview for Child Protection Income Management 103-01160080



This document outlines details of the Disbursement interview process when a customer exits Income Management under the Child Protection (CP) measure. (This procedure does not cover the action required after the death of a customer).

Disbursement interview

Customers can request to attend a Disbursement interview to discuss how they will manage ongoing expenses and how residual funds will be paid out when Income Management ends.

If a customer does not attend a Disbursement interview or no disbursement instructions are recorded, Auto Disbursement rules apply.

Reasons Income Management ends

Income Management under this measure will end in the following circumstances:

  • the customer or their partner is no longer receiving a category H welfare payment
  • the customer or partner has an excluded payment nominee for Income Management purposes
  • the customer no longer meets the legislative requirements
  • the period of Income Management specified in the Notice to Commence Income Management ends, or
  • has the relevant state or Territory Child Protection Authority case worker lodges a Revocation of Income Management or enhanced Income management

Discussions at a Disbursement interview

The following will be discussed with customers who request to attend a Disbursement interview:

  • If appropriate, how residual income managed funds will be disbursed, including confirmation of payment destination details
  • Using Centrepay or the Rent Deduction Scheme to meet ongoing expenses
  • Eligibility for another measure of Income Management, including Voluntary Income Management (if appropriate)
  • Continued use of their BasicsCard for up to 60 days after Income Management ends
  • Option to request a payment nominee
  • Where to find more information to help with managing their finances. Customers can visit servicesaustralia.gov.au/managing your money page for useful information and resources. See Resources for a link, and
  • Offering a voluntary referral to Financial Wellbeing and Capability Activities

Preparing for a Disbursement interview

To prepare for a Disbursement interview, Service Officers should:

  • check whether the customer requires an interpreter. If required, see Booking an interpreter for an appointment
  • investigate the record to determine whether the customer is likely to become eligible for Income Management in the near future, including eligibility for Voluntary Income Management
  • check the customer's available Income Management funds
  • check whether the customer has an active BasicsCard and the current balance
  • check record for any vulnerability indicators as the customer may benefit from a referral to a social worker, and
  • have the relevant communication products on hand (for example Centrepay information, Nominee forms)

The Resources page contains links to money management information on the Services Australia and Department of Social Services (DSS) websites and the National Transfer numbers on Office Locator.

Child Protection Income Management

Death of an income managed customer

Reviews of Income Management decisions

Voluntary Income Management and enhanced Income Management

Centrepay customer interactions

Rent Deduction Scheme (RDS) deductions

Adding or rejecting a nominee request

BasicsCard close an account

Disbursement of funds when Income Management ceases