Advance payment options online 133-04010000

Eligible customers need to create a myGov account and link their Centrelink online account to access the service. They can also access it using the Express Plus Centrelink mobile app. This service is used to:

• view advance payment details
• apply for an advance payment
• make a repayment (full or partial) on the outstanding balance of their advance payment
• adjust repayments - increase or decrease (within limits) their fortnightly repayment amount
• view repayments history
• cease their regular FTB advance

The system will advise the customer if they are not eligible for an advance payment. It will tell the customer:

• why they are not eligible, and
• if possible, the next date they may be eligible

Customers can also use phone self service to apply for an Advance payment.

Customers contacting for an advance payment should be encouraged to apply online unless:

• customer is not eligible
• customer is not able to manage the transaction
• self service platforms are unavailable or there is a known issue with the Manage advance payments (confirmed by Newsflash and Network News Bulletins (NNU))
• customer declines the self service offer
• troubleshooting is unable to rectify reason for self service drop out

Service Officers need to consider each customer's ability to self-manage each transaction.

FTB customers do not need to have a current status (CUR) to access and use the service. Customers whose FTB is cancelled can still use the service for up to 28 days after cancellation

If a customer contacts to advise they are repaying an advance payment but never applied for one, see Advance payments obtained fraudulently without customer consent.

Customers receiving a social security payment, MOB or FTB will see the Manage advance payments option in their Centrelink online account.

The Advance payments page will show:

• a Start button if they are eligible to apply for an advance payment
• current and previous advances
• advance payment history
• next possible advance date for each advance type
• outstanding amount for current advances
• amount repaid
• if they are not eligible to apply for an advance and why
• links to helpful information and online guides
• a Manage button in each current advance payment section to
• make a repayment, or
• adjust repayments for that advance payment

Customers eligible to get more than one advance type must apply for each advance payment separately.

Customers receiving a current social security payment or FTB can access the Make a repayment option to repay some or their entire advance.

From the Advance payments page, the customer can select Manage for the advance payment they want to repay, then Make a repayment. The Manage advance page also shows the following details for that advance payment:

• start date
• advance amount
• amount repaid
• final repayment date
• amount yet to be paid
• repayment history

Customers receiving an income support payment, MOB or FTB can access the Adjust repayments option.

From the Advance payments page, the customer can select Manage for the advance payment they want to adjust, then Adjust repayments.

The customer can:

• increase their repayment to a maximum of twice the minimum repayment amount
• decrease to the minimum repayment amount (where the customer already increased the repayment amount)

The following payments are not eligible for this service:

• Pharmaceutical Allowance (PhA) advance
• Farm Household Allowance (FHA) advance
• Special Employment Advance (SEA)

The whole advance will cancel if:

• an FTB advance has been set up the same day (before payment strip) and
• the 'discontinue' option is used

A message alerts a customer of this.

The following customers may be eligible to apply for an advance but cannot apply online:

• Customers under the age of 18 on the independent rate of Youth Allowance (YA) or ABSTUDY. They must apply for an advance in person at a service centre unless they are rurally isolated
• FTB customers under the age of 18 need to discuss their application for an FTB advance payment in person or over the phone
• Customers on weekly payments unless they are rurally isolated
• Customers with a nominee. Note: these 'second level' checks apply after the general eligibility checks
• Customers applying for a Pharmaceutical Allowance (PhA) advance, Farm Household Allowance advance or Special Employment Advance (SEA)

The service shows a message advising they must apply for an advance in person or by phone.

See Resources for links to the Apply for an advance payment and Manage your advance payments online guides in the service.