Initial offer or replacement of BasicsCard 103-01230010

This is a Family and Domestic Violence Interaction Point. If the customer is with another person, on speaker phone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

This document outlines information on how to determine if a customer is eligible for a BasicsCard and how to issue a new BasicsCard.

What is a BasicsCard

The BasicsCard is an allocation method for income managed funds, to allow a customer to meet their and their family's priority needs. A BasicsCard is available to Income Management (IM) customers only.

When issuing a BasicsCard to the IM customer or their payment nominee, Service Officers will thermally print the cardholder's name on the front of the BasicsCard, where thermal printers are available. If this is not available, Service Officers must ensure they write the cardholder's name on the back of the BasicsCard in a fine point permanent marker pen.

BasicsCard eligibility

All customers who are income managed are eligible to receive a BasicsCard. The BasicsCard is a voluntary option and customers can choose not to be issued a BasicsCard if there are other suitable allocation options to meet their and their family's priority needs.

If the customer is on enhanced Income Management and wants a temporary card issued, see: Temporary SmartCards.

Who can issue a BasicsCard

A BasicsCard can be issued by:

Service Officers at Centrelink Service Centres
Remote Service Centres or by a Remote Servicing Team (RST)
asking via the Income Management Line (1800 132 594). It will be posted to the customer’s mailing address

Allocating funds to the BasicsCard

There are two ways customers receive funds to their BasicsCard. These models are the Residual Payment method or the Partial Payment method.

Customers can change their BasicsCard allocation method by contacting Services Australia.

Customers can also allocate funds to their BasicsCard through online services or by contacting Services Australia. See Coding Income Management Expenses for more information on allocating funds to the BasicsCard.

PIN security

When issuing a BasicsCard to the customer, ensure the card holder is advised of the importance of keeping their BasicsCard and Personal Identification Number (PIN) secure, and not sharing their card or PIN with anyone.

Purchases with multiple BasicsCards

If a BasicsCard merchant is aware that a person is making multiple purchases and paying by different BasicsCards, the merchant should check whether the person is a payment nominee, by referencing the payment nominee's name printed on the front of the BasicsCard or manually written on the back of the BasicsCard. Merchants should not permit different BasicsCards to be used to pay for multiple purchase transactions where the person is not a payment nominee.

The Resources page contains a link to BasicsCard balance check options, contact details for BasicsCard enquiries.

Operational Information