Advance payment options online 133-04010000

Centrelink online account

• Select Manage advance payments from the homepage under Favourite services. Customers can customise their Favourite services
• Manage advance payments is in the default Favourite services list
• If the customer has removed it, select:
• MENU from the homepage, then Payments and claims > Manage payments
• Manage advance payments

Express Plus Centrelink mobile app

• Select More from the home screen, then Advances
• The app will:
• securely redirect the customer to their Centrelink online account in their mobile internet browser to use the Manage advance payments service
• exit them from their mobile app session

From the Advance payments page, if they are eligible to apply, a customer can select Start to begin their application for an advance. Eligible customers may apply for multiple advances but must complete one application at a time.

An information message will show if and why the customer is not eligible for one or more advance types.

The service will assess the customer's eligibility based on their responses.

During the service, the customer can:

• select the advance type they want to apply for. For FTB advances, customers can select either a One-off or Regular advance
• advise how much money they have left over each fortnight after paying all their expenses. This will determine if the customer can afford to repay the advance. The amount offered will not exceed the amount they can afford to repay or the maximum amount available. If the customer cannot afford to repay the minimum advance repayment the advance will reject (excluding MOB advance)
• provide a start date when applying for an FTB regular advance
• enter the amount they are applying for. This amount must be within the minimum and maximum amounts shown (excluding MOB advance)
• advise if they would like a single payment or 2 instalments. This is for social security entitlement advances. If the customer wants 2 instalments, they must specify the:
• amount of the first instalment, and
• date for the second instalment. The date of the second instalment must be within 6 months from the date of grant

If the customer is under Income Management, it will advise that the advance will be 100% income managed.

When processed, the customer will see:

• details of:
• amount they must repay
• final payment date
• effect on their future payments
• information on financial management support services. This occurs when it is their fifth or subsequent FTB advance request within the last 6 months. See Item 6 in the Problems and information - online advance not available or not paying table

Advance payments will show as an immediate payment and go into the same bank account as the customer's regular payment.

A message tells the customer that the money will be paid into their regular account within 2 working days for an income support payment or Family Tax Benefit (FTB) advance.

Note: customers claiming on public holidays need to allow for the extra day/s for delivery of their payment. See Payment and reporting arrangements over national public holiday periods.

The system will:

• advise the rejection reason, and
• record a DOC

Family Tax Benefit (FTB)

The system will offer information on financial management support services if the advance rejects for any of the following reasons:

• due to hardship (HAR)
• less than the minimum amount is available (LMA)
• reduced or suspended recovery in place for any advance payment (RSR), or
• the customer is repaying an FTB advance payment granted more than 1 year prior (ROA)

See Item 6 in the Problems and information - online advance not available or not paying table.

Mobility Allowance (MOB)

A Manual Follow-up (MFU) will show on the customer's record for a Service Officer to investigate any follow up actions.

Codes

Rejection reasons for advance payments will record on the Centrelink system for customers who are not eligible for an advance. The online service will show:

• the reasons the application rejected
• a receipt ID, and
• details of the appeals process

The system will create a DOC when:

• the system grants an advance
• the system rejects an advance request
• the system advises the customer they are ineligible for at least one advance type
• a request to cease a regular advance via online services was unsuccessful

Centrelink online account

• Select Manage advance payments from the homepage under Favourite services. Customers can customise their Favourite services
• Manage advance payments is in the default Favourite services list
• If the customer has removed it, select:
• MENU from the homepage, then Payments and claims > Manage payments
• Manage advance payments

Express Plus Centrelink mobile app

• Select More from the home screen, then Advances
• The app will:
• securely redirect the customer to their Centrelink online account in their mobile internet browser to use the Manage advance payments service
• exit them from their mobile app session

The Advance payments summary page will show current and previous advances. For a current advance, the page will show:

• advance type (payment type)
• advance start date
• total advance amount
• fortnightly repayment amounts
• amount yet to be paid
• total amount repaid
• next possible advance date
• Discontinue future advance button (for FTB regular advances)

If the customer is using:

• their Centrelink online account, see Centrelink online account help - Make an advance repayment
• Express Plus Centrelink mobile app, see Express Plus Centrelink mobile app help - Apply for an advance payment

The customer can select Manage to:

• make a repayment, or
• adjust repayments

Go to Step 3.

The Manage advance page will show the following current advance details:

• advance type (payment type)
• advance start date
• total advance amount
• amount repaid
• final repayment date
• next possible advance date
• amount yet to be paid
• repayment history

The customer can select one of the following options:

• Make a repayment, go to Step 4
• Adjust repayment, go to Table 3

The customer will select the advance they want to repay if they have more than one advance payment balance.

The customer enters the amount they want to pay. They can enter the full amount owing or a partial amount.

The system will provide the customer with 2 payment options. Customers can select the payment option they prefer:

• Credit or debit card, the following message will show:
• 'You can use credit or debit card to make a repayment. By using your credit card, you may be charged additional fees or interest by your bank. You should check this before making a payment. Credit card payments can only be used once every 28 days for each advance type’
• Go to Step 5
• Post Billpay, the following message will show (in Centrelink online account only):
• 'You can pay via Australia Post’s Billpay service in person at any Post Office'
• Go to Step 7

The customer needs to choose to:

• pay the total amount, or
• pay other amount

Customer enters the following information:

• Cardholder name
• Card number
• Expiry date (month/year)
• Security code (CCV)
• Confirmation - 'I confirm the payment details entered are correct'

When all details are correct, they can select Pay now.

The receipt page will show a Receipt ID and advise:

• if payment has been processed
• the amount paid and payment date
• the payment option used
• details of the credit or debit card used

If the payment is unsuccessful, the customer can try again.

If payment is successful, and customer meets all eligibility requirements, they can apply for a new advance payment.

Procedure ends here.

For immediate payment of the amount, the customer must pay in store at Australia Post.

Repayments made by cheque may prevent a customer claiming a new advance for up to 7 working days. This allows enough time for the payment to clear.

A Post Billpay barcode will show on the page along with:

• Next steps
• Biller code
• Reference number

For the repayment process to be finalised, the customer must make their repayment using Post Billpay.

A message tells the customer they may not be eligible for another advance immediately, even if they are paying off an advance today.

The system will record the repayment on the customer’s record immediately (except for cheque repayments).

When payment occurs, go to Step 8.

When the successful payment is completed, customers can apply for a new advance payment if they meet all eligibility requirements.

Centrelink online account

• Select Manage advance payments from the homepage under Favourite services. Customers can customise their Favourite services
• Manage advance payments is in the default Favourite services list
• If the customer has removed it, select:
• MENU from the homepage, then Payments and claims > Manage payments
• Manage advance payments

Express Plus Centrelink mobile app

• Select More from the home screen, then Advances
• The app will:
• securely re-direct the customer to their Centrelink online account in their mobile internet browser to use the Manage advance payments service
• exit them from their mobile app session

The Manage advance page will show the following current advance details:

• advance type (payment type)
• advance start date
• total advance amount
• amount repaid
• final repayment date
• next possible advance date
• amount yet to be paid
• repayment history

Customer selects Adjust repayments.

On the Adjusting your repayment amount page, the customer is advised:

• an increase in repayments cannot:
• be more than twice the standard minimum repayment amount
• place them in hardship
• a reduction in the repayment amount is only available if they have previously increased their normal repayments
• a reduction cannot be less than the standard minimum repayment amount
• what amount range they can change their ongoing repayment to, based on the details they provided when they applied for that payment type advance, and
• if they want to choose a different amount, they will need to contact the agency to discuss further

The customer can select Begin to continue.

The customer is asked to enter how much of their payment type they want to put towards repaying their advance. The amount must be within the amount range advised.

The customer answers Yes/No to 'Can you afford the increased repayment without it putting you in financial hardship?'.

Did the customer select Yes?

• Yes, customer selects Next, then Continue, go to Step 3
• No, customer selects Next, then Continue, then goes to the Receipt page. This tells customer the change to their repayment could not be processed. Go to Step 7

If the customer wants to modify the repayment amount, and the amount is to be:

• increased, go to Step 4
• decreased, go to Step 5

The customer can increase their repayment amount to double the minimum repayment amount.

For example, if the minimum repayment amount is $38.50, the maximum repayment amount can be $77.00.

This limit applies to customers adjusting their repayment amount.

Service Officers can increase repayments but need to make sure the amount will not cause the customer financial hardship.

Go to Step 6.

A customer can decrease their repayment online where they have previously increased the repayment amount.

For example, the current repayment amount is $51.45. The customer advises that they cannot afford these repayments. The minimum repayment amount is $38.50. The customer will be able to reduce their repayment amount to the minimum repayment amount of $38.50.

This limit applies to customers adjusting their repayment amount using:

• Centrelink online account
• Express Plus Centrelink mobile app

Service Officers can decrease or suspend repayments.

The Review and submit page will show the details the customer provided: They can select Update if they want to change their responses.

If the information is correct, the customer can select Next.

The customer needs to accept the declaration, then select Submit.

Update successful

The Receipt page will show if the change is successful. This shows the:

• Receipt ID
• full name and Customer Reference Number (CRN)
• date and time of transaction
• outcome of their request to change the repayment amount and when it comes into effect
• details they have provided, including the new repayment amount

Update unsuccessful

The system advises the customer, 'Your change to your repayment could not be processed'.

The Outcomes heading advises the customer ‘As you stated that you will not have enough money left over to cover your regular expenses, you cannot increase the repayment amount.

The Advance payments summary page will show current and previous advances. For a current advance, the page will show:

• advance type (payment type)
• advance start date
• total advance amount
• fortnightly repayment amounts
• amount yet to be paid
• total amount repaid
• next possible advance date
• Discontinue future advance button (for FTB regular advances)

The customer can select:

• Discontinue future advance to go to the Discontinue regular advance payment page
• Yes, to 'Do you want to stop your future Regular Family Tax Benefit advance payment?'
• Next, to go to the Review and submit page
• Update, to change their response
• Next, if response is correct
• accept the declaration, then select Submit to cease their regular FTB advance

The Receipt page confirms that the request to discontinue their advance payment has been processed.

If the update fails, this page will:

• show that the update is not complete, and
• tell the customer to contact the agency if they need further information

The customer is given a receipt ID to let them know their application has been processed.

The customer can select any of the following options on the page:

• Print, if they want a copy of the receipt
• Outcomes, to view more details about their advance payment
• Information you provided, to view a summary of the details they have given

A Note will be created on the customer's record due to the update. Access the note via the Interaction History tab on the Customer Details page in Customer First.

If the interaction was not successful, finalise the activity:

• 'S'elect the started 'cease FTB advance' note from the Interaction History tab. Check why the activity could not complete
• Check the Activity List (AL) screen for more than one cease FTB advance activity. Delete any which do not contain the keywords #FTBADV, #SLFSRV or #WEB. 'S'elect the remaining cease FTB advance activity and complete it
• Annotate the original cease FTB advance note advising action taken

A customer may not be eligible to use the service. For example, if they do not have an FTB regular advance payment.

Tell the customer why they cannot use the service.

The customer is not eligible to use this service.

The Manage advance payments service is only available to customers who:

• have a Centrelink online account linked to myGov, and
• get an income support payment, Mobility Allowance (MOB) or Family Tax Benefit (FTB) payment

Tell the customer why they are not eligible.

The customer has not applied for an advance within the past 2 years.

Check the Advance Summary (AVCS) screen. Tell the customer of the last advance application made. Explain that only the last 2 years of income support payment, MOB and FTB advance applications will display.

Customers will not be able to process their advance online if there is an activity on their record. This includes:

• started (STA)
• registered (REG) or
• submitted (SUB)

A message advises they need to contact Services Australia to process their advance.

The customer is not eligible for an advance. Check the Advance Request (AVR) and Document List (DL) screens and advise the customer. See:

• Advance payments for non-pension payments
• Advance payments for pension customers or
• Advance payments of Family Tax Benefit (FTB)
• Lump sum advance payments of Mobility Allowance (MOB)

To meet the 'duty of care' advance payments provision, the system will consider the customer to be 'at risk'. These customers will need to have a face-to-face or telephone contact before receiving an advance.

This ensures that these customers are:

• accessing advance payments after a thorough assessment of their individual circumstances, and
• aware of the impact on their future payments

This group is at a higher risk of encountering problems with budgeting. Explain to the customer that the online option is not available to them. The following customer groups must discuss their application for an advance with a Service Officer. This may be face to face or by phone, depending on their situation:

• Customers under 18 receiving the independent rate of ABSTUDY or Youth Allowance (YA) must apply in person at a service centre. Exceptions apply for rural/remote customers
• Family Tax Benefit (FTB) customers under the age of 18 applying for an FTB advance payment
• Customers receiving an income support payment with a weekly payment frequency. Exceptions apply for rural/remote customers
• Customers who have a nominee cannot use self service platforms. See Advances for more information on interacting with customers who have a nominee and want to apply for an advance

Customers cannot use the self service channel to apply for a:

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

Rurally isolated customers may apply via the telephone for an advance of YA, ABSTUDY or weekly payments. To lodge their application via telephone, they can access the Contact us link on the Services Australia website.

See Advance payments for non-pension payments.

General reasons

The customer may not be eligible if they:

• do not get an eligible income support payment
• are not in Australia when they lodge the application
• have an outstanding Commonwealth debt
• will suffer financial hardship due to the reduction amount required to recover the advance
• do not have the minimum advance amount available
• have not been getting an income support payment for 3 months. This includes short periods off payment immediately before they lodge the application

Reasons specific to a non-pension advance

• Got an income support payment advance in the previous 12 months
• Currently repaying an existing advance payment (not including other types of advance payments, for example, FTB)

Reasons specific to a pension advance

• Got an advance payment more than 12 months ago and has not repaid the full amount

Action

• Check the customer is getting an eligible income support payment and the rate they are receiving
• In Process Direct:
• Key START in the Super Key and select the Advance Payments workflow from the Task Selector
• The Advance Payment Overview screen shows information about entitlement to future advances
• In Customer First:
• Check the Advance Payment Overview. Select Workspace > Payments & Services > Advance Payments for information about entitlement to future advances

For more payment specific information, see:

• Advance payments for non-pension payments
• Advance payments for pension customers

The customer may not be eligible if they:

• do not receive FTB Part A for an FTB child
• do not qualify for the base rate of FTB A for a child under the age of 18
• have an outstanding Commonwealth debt
• have not repaid any FTB advance payments granted more than 12 months ago. This does not include a balance of less than $0.05
• got a regular FTB advance in the past 26 weeks
• will suffer financial hardship due to the reduction amount required to recover the advance
• have reduced or suspended recovery in place for a current advance
• do not have the minimum advance amount available
• are requesting an advance amount that would exceed the FTB advance payment ceiling
• have applied for a regular FTB advance when an outstanding regular FTB advance payment is in place:
• customers can only have one regular advance payment type in place at any time
• a rejection message will advise this

Approved Care Organisations (ACO) are not eligible for an FTB advance payment.

Action

• Check if the customer is getting FTB Part A and the rate they are receiving
• In Process Direct:
• Key START in the Super Key and select the Advance Payments workflow from the Task Selector
• The Advance Payment Overview screen shows information about entitlement to future advances
• In Customer First:
• Check the Advance Payment Overview. Select Workspace > Payments & Services > Advance Payments for information about entitlement to future advances

See Advance payments of Family Tax Benefit (FTB).

All platforms display messages offering financial management support services to FTB customers if:

• the customer is not eligible for an FTB advance payment on the grounds of hardship
• the minimum advance amount is not available to the customer
• the customer has a reduced or suspended recovery arrangement in place
• the customer is still repaying an FTB advance granted more than 1 year ago, or
• the customer has made 4 or more FTB advance payments claims within the previous 6 months

Possible cause

Customer has:

• not fully repaid a regular advance that is already in place
• got a regular FTB advance in the past 26 weeks

Possible cause

The customer may not be eligible if they:

• are not current on MOB
• are applying less than 11 months after their last advance
• are likely to leave Australia for 6 weeks or more within the next 6 months
• have a future cancellation of MOB within the next 6 months
• are receiving a funded package of support from National Disability Insurance Scheme (NDIS)
• doing an activity that includes but not limited to:
• paid work - employed or self employed
• vocational training or study (including Life Skills training)
• voluntary work
• job search activities or looking for work
• Disability Employment Service activities
• no activity

Action

• Check the customer's payment status
• In Process Direct:
• Key START in the Super Key and select the Advance Payments workflow from the Task Selector
• The Advance Payment Overview screen shows information about entitlement to future advances
• In Customer First:
• Check the Advance Payment Overview. Select Workspace > Payments & Services > Advance Payments for information about entitlement to future advances
• Check customer's employment/training details

See Lump sum advance payments of Mobility Allowance (MOB).

See Troubleshooting Centrelink self service.

To use this service, customers must have phone self service access.

Income Managed customers can apply for an advance payment. The advance payment will be 100% income managed.

The Advances phone self service is available to customers receiving:

• income support payment, go to Step 2
• Family Tax Benefit (FTB), go to Step 3

Customers who receive an income support payment can:

• hear details about an income support payment advance received within the last 12 months. This includes:
• the amount of the advance (including each instalment if they received it in 2 instalments)
• when it was paid
• the repayment amounts, and
• any outstanding balance
• hear about future advances. If the future date:
• can be determined, the customer will hear when they will be next able to receive an advance
• cannot be determined, the customer will hear the reason for this. Where there are multiple reasons, the service will advise of one
• apply for an advance. Customers:
• can choose to receive their advance in 1 or 2 instalments
• must satisfy the Hardship Test

Some customers are unable to apply for an advance using self service. These include customers:

• with a nominee
• on weekly payments, or
• on Youth Allowance (YA) or ABSTUDY under 18 years of age

Independent YA and ABSTUDY customers under 18 years of age must apply in person at a service centre. Exceptions apply for rural/remote customers.

Procedure ends here.

Customers who get FTB can:

• hear details about an FTB advance they received within the last 2 years. This includes:
• the amount of the advance
• when it was paid
• the repayment amounts, and
• any outstanding balance
• hear about future advances. If the future date:
• can be determined, the customer will hear when they will be next able to receive an advance
• cannot be determined, the customer will hear the reason for this. If there are multiple reasons, the service will advise one
• hear how to access financial management support services
• apply for an advance, including:
• the choice of a regular advance (that is, automatically assessed every 6 months), or
• a one-off advance

Customers who choose to get a regular advance

Customers can provide a date in the future to start receiving their regular advance. This can be up to 182 days in the future. The system will complete an eligibility check on the date of:

• application (the date the customer requests the advance)
• assessment

Customers must remain eligible to:

• get their first regular advance payment (up until the date of assessment)
• continue getting their regular advance the customer (each time the regular advance is assessed)

The amount of a regular advance is always the minimum FTB advance amount.