Cancel or withdraw an online claim 133-03010130

Customers can sign in to their Centrelink online account through myGov. Once signed in, the customer needs to select MENU>Payments and claims>Claims>My Online claims. To:

• cancel their started claim, go to Step 2
• withdraw their submitted claim:
• For all online claims on the current platform, go to Step 3
• For online claims submitted on the old platform in the past 14 days, go to Step 3
• For online claims submitted on the old platform more than 14 days ago, the customer must contact Services Australia to request their claim to be withdrawn. Procedure ends here

If the customer selects the Cancel claim option, a warning tells them:

• cancelling their claim means they no longer want to submit this claim for a payment, and
• if they decide to apply for a payment after cancelling this claim they need to complete and lodge a new claim online
• after the claim is cancelled, it cannot be viewed or continued
• this action cannot be undone

If the customer selects Cancel claim:

• the My online claims page displays, showing information about the cancelled claim including:
• claim ID
• claim type
• date cancelled
• they cannot select it to view further details
• claim information will not store or transfer to the customer's Centrelink record

A history of the claim activity can be viewed in the customer's record.

Procedure ends here.

If the customer selects the Withdraw claim option, a warning tells them:

• withdrawing their claim means they no longer want to submit this claim for a payment
• if they decide to apply for a payment after withdrawing this claim they will need to complete and lodge a new claim
• after the claim is withdrawn, it cannot be reinstated
• they cannot appeal this decision

If the customer selects I understand and wish to withdraw this claim then selects Withdraw claim:

• a confirmation message shows
• the My online claims page displays, showing information about the withdrawn claim including:
• claim ID
• claim type
• date withdrawn
• they cannot select it to view further details
• the claim status updates to withdrawn
• the system will create a DOC on the customer's record stating 'Claim ID: XXXXXXXXXX is now withdrawn and deemed not to have been made'

Claim details can be viewed in the customer's record.

Procedure ends here.

The system searches for any claim activities associated with the claim type:

Are all expected claim activities still open on a PER record?

• Yes, go to Step 5
• No, go to Step 6

The system automatically:

• Cancels all claim activities for the claim type
• Creates a DOC stating the customer has withdrawn their online claim. DOCs have a keyword of CANOCXXX where XXX is the claim type

Procedure ends here.

The system will create a Cancel Claim Follow-up ACTDOC for claim activities that have:

• a status of Completed, Cancelled or Submitted
• been determined

ACTDOCs have a keyword of CANOCXXX where XXX is the claim type.

Action Required

• Investigate claim record
• If the claim is determined, contact customer to discuss the withdrawal

For more information, see:

• Withdrawal of claims
• Not effective, rejection, or withdrawal of claim for Family Tax Benefit or Stillborn Baby Payment

Sign in to access the My claims screen in the app:

• from the home screen, select More
• select My claims

The My claims screen shows a list of incomplete, withdrawn, submitted and completed claims.

Claims will not show on this screen until the customer has:

• reviewed their claim
• accepted the declaration
• moved to the Next steps page in their claim

If the customer wants to:

• cancel a started claim, go to Step 2
• withdraw a submitted claim, go to Step 3

If the customer selects the Cancel claim option (for the claim type), a Declaration screen tells them they will no longer be able to:

• view the claim details
• continue with their claim

If they select I accept and submit and cancel the claim:

• a confirmation alert shows
• the My claims screen shows information about the cancelled claim, including:
• claim ID
• claim type
• date cancelled
• claim information will not store or transfer to the customer's Centrelink record

A history of the claim activity can be viewed in the customer's record.

Procedure ends here.

If the customer selects the claim from the My claims screen, then the Withdraw claim option, a Declaration screen tells them if they choose to withdraw their claim (for the claim type) they cannot:

• reinstate it
• appeal this decision

When the customer selects I accept and submit and withdraws their claim:

• a confirmation alert shows
• the My claims screen displays, showing information about the withdrawn claim including:
• claim ID
• claim type
• date withdrawn
• they cannot select it to view further details
• the claim status updates to Withdrawn
• the system will create a DOC on the customer's record stating 'Claim ID: XXXXXXXXXX is now withdrawn and deemed not to have been made.'

Claim details can be viewed in the customer's record.

Procedure ends here.

The system searches for any claim activities associated with the claim type.

Are all expected claim activities still open on a PER record?

• Yes, go to Step 5
• No, go to Step 6

The system automatically:

• cancels all claim activities for the claim type
• creates a DOC stating the customer has withdrawn their online claim. DOCs have a keyword of CANOCXXX where XXX is the claim type

Procedure ends here.

The system will create a Cancel Claim Follow-up ACTDOC when any of the claim activities have:

• a status of Completed, Cancelled or Submitted
• been determined

ACTDOCs have a keyword of CANOCXXX where XXX is the claim type.

Action Required:

• Investigate claim record
• If the claim is determined, contact customer to discuss the withdrawal

For more information, see:

• Withdrawal of claims
• Not effective, rejection, or withdrawal of claim for Family Tax Benefit or Stillborn Baby Payment