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BasicsCard dispute resolution 103-01230100

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This document outlines how to investigate a customer's BasicsCard enquiry and the escalation process if the enquiry cannot be resolved at first contact.

Customer's BasicsCard queries

There could be a number of issues the customer wants a resolution on, including:

  • transactions that have occurred after their BasicsCard has been lost
  • balance on the BasicsCard
  • transactions they believe they are not responsible for
  • merchant issues, including:
    • transaction fees
    • minimum purchase amount
    • merchant holding card
    • unable to purchase goods
  • suspicion that the BasicsCard has been used fraudulently
  • a BasicsCard that has been incorrectly issued to a third party as a result of Services Australia error

BasicsCard

BasicsCard reported as lost, stolen, damaged or found

BasicsCard reactivate posted or previously suspended card

Managing Income Management funds

Determining a person's priority needs for Income Management

BasicsCard balance or transaction summary enquiry