BasicsCard changing daily spend, maximum card balance limits and allocation method 103-01230090

Customer/payment nominee contacts requesting a BasicsCard maximum card balance, daily spend limit or allocation method change.

By navigating to the BasicsCard Summary screen, a Service Officer can review a customer's current daily spend limit, their current maximum card balance and their allocation method.

The default for all initial cards will remain $1500 for the daily spend limit and $3000 for the maximum BasicsCard balance. Replacement cards will default to the most recent limits approved by the customer. Customers can request their BasicsCard maximum card limit to be between $100 and $3000, and daily spend limit to be between $20 and $1500

The default allocation method for all initial cards will be the residual method. Replacement cards will default to the most recent allocation method approved by the customer. Customers can opt-out of the residual method and go on to the partial method.

Note: Service Officers are now able to reduce or increase limits and change the allocation method for customers, however they should ensure a full assessment of the customer's circumstances is undertaken and all appropriate referrals are made.

Prior to processing the requested limit or allocation change, Service Officers should ensure the following has been completed:

• a full priority needs discussion has been held with the customer
• the customers regular Income Management expenses have been checked, and
• BasicsCard transaction summary page has been reviewed in relation to the day's spending to determine what impacts could be encountered by a limit change being processed

Service Officers must complete these tasks prior to processing a limit or allocation change.

See Coding Income Management expenses.

From the left hand side menu select options Income Management>BasicsCard>BasicsCard summary. The following will be displayed on the BasicsCard Summary page:

BasicsCard details

• Current Card Number
• Name on card
• Card status
• Expiry Date
• Card balance remaining $
• Daily spend remaining $

Income Management account

• IM available balance $
• IM current balance

BasicsCard regular expenses

• Category
• Next delivery date
• End date
• Amount $
• Frequency

BasicsCard card limits

• Daily spend limit $
• Maximum card balance $

Advise customer of current BasicsCard maximum balance and daily spend limit.

Check If a 'View change history' link is present on the BasicsCard Summary page.

Review the notes provided in previous change history listings to discuss with the customer relating to how their circumstances have changed, and why an update is required.

Notes relating to the discussion held (or the reasons for no discussion being held) must be outlined when prompted.

Does the customer/payment nominee want to change the maximum card limit on their BasicsCard or their daily spend limit?

• Yes, go to Step 6
• No, does the customer/payment nominee want to change the allocation method to their BasicsCard?
• Yes, go to Table 2 > Step 1
• No, procedure ends here

Click on change card limits. The BasicsCard Limits screen will present

• If change is required to Daily spend limit? row:
• the Current Limit column displays current limit
• enter new amount in New Limit column as requested by customer. A pop up will display to advise of key impacts of the change, Click OK to confirm
• If change is required to Maximum card balance? row:
• the Current Limit column displays current limit
• enter new amount in New Limit column as requested by customer. A pop up will display, click OK to confirm
• update Change reason section by selecting appropriate reason from the drop down box. Valid reasons are:
• budgeting assistance
• savings assistance
• change in circumstances
• no reason provided
• other
• limit set too low (option will only be presented when change to either limit is an increase)
• add Notes if reason 'Other' has been used
• discuss Checklist items with customer and complete section
• obtain or confirm Customer consent details and complete section

Finalise changes. The Expense Management Summary page will be presented, unless the change means the customer will have no remaining funds left to spend today. In that case a warning dialog box will present:

• 'OK' will continue onto the Expense Management Summary screen
• 'Cancel' will return the user to the BasicsCard Limits screen

All information entered during the workflow will be captured and displayed on the BasicsCard Limits Change History page

Investigate and action any Work Items. For more information see Income Management and BasicsCard Work Items.

Advise customers they can visit the ‘Managing your money’ page at servicesaustralia.gov.au which offers useful information and resources which can help people manage their money.

Create a DOC detailing any discussions, including outcome, with the customer.

Procedure ends here.

Note: updates are made using the Change BasicsCard status workflow. BasicsCard Status can be viewed on the BasicsCard Summary screen

Run the Change BasicsCard status workflow.

Does the customer have a nominee?

• Yes, go to Step 2
• No, go to Step 3

The Authentication page displays.

• If the customer has Display on Access (DOA) DOCs, confirm that all the DOA DOCs have been read. Note: DOA DOCs will only appear if they are present on the customer's record.
• Confirm if the customer's record is password protected.
• Confirm how the customer was authenticated by selecting the method/methods by which the customer has been authenticated using the list provided.

The workflow will not continue until the customer has been fully authenticated.

This page will display the customer/payment nominees:

• card number
• Expiry date
• Card Status
• reason for suspension
• Option to 'opt in' to BasicsCard Balance on EFTPOS receipt and terminal.

If the customer/payment nominee consents to the offer of BOR and 'yes' is selected, then a 'consent statement' will appear. The customer/payment nominee must read and accept the consent statement in order to 'opt in' to Balance on Receipt. Once the consent statement is accepted the system will allow the Service Officer to continue.

• Allocation method

Note: there are a group of national retailers that are BasicsCard Balance on Receipt merchants. These merchants have the functionality to print BasicsCard balances on EFTPOS receipts for customers.

Go to Step 4.

The Authentication page displays:

• If the customer has Display on Access (DOA) DOCs, confirm that all the DOA DOCs have been read. Note: DOA DOCs will only appear if they are present on the customer's record
• Confirm if the customer's record is password protected
• Select from the change required section ‘BasicsCard Payment Method’
• Confirm how the customer was authenticated by selecting the method/methods by which the customer has been authenticated using the list provided
• Once the customer has been authenticated select ‘continue’
• The Change BasicsCard Status screen is presented and will display the customer’s:
• Card number
• Current Name of Card
• Expiry date
• Card Status
• reason for suspension

Go to Step 4

• The BasicsCard status action will read ‘BasicsCard Payment Method
• Select the allocation method the customer wishes to be on, Residual Payment or Partial Payment.
• Click Finalise

Investigate and action any Work Items. For more information see Income Management and BasicsCard Work Items.

Advise customers they can visit the ‘Managing your money’ page at servicesaustralia.gov.au which offers useful information and resources which can help people manage their money.

Create a DOC detailing any discussions, including outcome, with the customer.