Digital Support Products
Online guides and videos show how customers use self service.
Customers can view these through:
Staff can view these through:
Services Australia website
Centrelink online accounts
Family Tax Benefit - Your child turns 16 years of age or stops studying
Services Australia website
Do you need to lodge a tax return?
External websites
Starting Blocks
Contact details
Australian Taxation Office (ATO)
Messages - Family assistance and Paid Parental Leave Scheme options online and service officer explanation
Table 1
Item | Description |
1 | Message - This service is currently unavailable. Please try again later There will be a lock on the customer record if: - a service officer is currently in there, or
- the customer has an outstanding activity
See Centrelink self service - access status, locking and unlocking for record locking information. |
2 | Message - We are unable to process your update. Please contact on 136150 There is a submitted activity on the customer's record - check the Activity List (AL) screen. Action as appropriate. Manual Rate customer - check the Manual Assessment (MAS) screen. Update income estimate manually. Rates will need to be manually calculated and coded on the MAR screen. |
3 | Message - We are unable to accept your updated income details online because of your circumstances The customer cannot use this service as they are not currently in receipt of: - Family Tax Benefit (FTB), or
- Child Care Subsidy (CCS)
Note: customers with an FTB status of FTB CAN-OIS or CAN-ENR will be able to access this service if the cancellation date is within the last 12 weeks and is in the current financial year. |
4 | Message - Income estimate under tax free threshold If a current financial year income estimate, provided by the customer or partner is below or equal to the tax free threshold, the following message will display: 'The estimate that you have provided is below the Tax Free Threshold of Amount for the Year/Year income year. You must advise us at the end of the financial year if you are not required to lodge an income tax return. 'If you are not required to lodge a tax return, Services Australia may still confirm your income with the Tax Office using data such as payment summaries lodged by your employers and declarations from financial institutions about interest earned or dividends received'. No further action required. |
5 | Manual rate customers A customer cannot: - be on a manual rate for CCS
- use the service if they are:
- an FTB and CCS customer, and
- on a manual rate for FTB
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6 | Person Permitted to Enquire (PPE) The FTB/CCS customer is responsible under the law for providing and updating their family income estimate. If the customer is partnered, the customer is also responsible for providing an estimate of their partner's income. The income estimate details belong to the customer, so issues of Person Permitted To Enquire do not therefore apply to the partner. |
Messages - advising non-lodgement of tax return online and service officer explanation
Table 2
Item | Description |
1 | Message - Response required Customers advising non-lodgement of tax return online may have messages that indicate further action is required. If a Response required message shows on the: - ‘Who is this advice for’ page, the customer must select:
- Me
- Partner
- Me and My Partner, or
- Neither of us
- ‘What do you want to do?’ page, the customer must select:
- Update my details
- Update Partner’s details, or
- Both of the above
- ‘Are you lodging a tax return?’ question, the customer must answer this question instead of selecting ‘Next’ to go to the next screen
- ‘Your Taxable Income’ question, the customer must key an amount
- following questions, the customer must key a response:
- ‘Did you have tax withheld’
- in all fields of the Customer Other Income Estimate screen
- ‘Did you get Child Support or were you registered to get Child Support’
- partner’s taxable income
- ‘Did your partner pay any tax on the income they received?’
- in all fields of the Partner Other Income Estimate screen
- ‘Did your partner get Child Support or were they registered to get Child Support?’
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2 | Message - You cannot enter an amount lower than $[amount]. This amount was calculated by adding up the taxable payments paid by us This shows if the customer reduces the pre-populated value of taxable government payment amount paid. |
3 | Message - The salary and wages amount you have entered is less than the income reported by your employers to the Australian Taxation Office (ATO). If you underestimate your income, you will be overpaid. This could result in a debt This shows if the customer keys a lower amount than the Single Touch Payroll amount for salary and wages. |
4 | Message - You cannot enter an amount lower than $[amount]. This amount was calculated by adding up the reportable tax-free payments paid by us This shows if the customer reduces the pre-populated value of non-taxable government payment amount paid. |
5 | Message - The amount entered for one or more income fields is less than the income reported by your employers to the Australian Taxation Office (ATO). If you underestimate your income, you will be overpaid. This could result in a debt This shows if the amount keyed by the customer for the corresponding income component is either less than, or equal to, the Single Touch Payroll amount for that income component. |
6 | Message - You have not made any changes to the amounts displayed. Do you want to proceed? This shows if the customer has not made any changes to the defaulted income estimate amounts on the Partner Income Estimate Details page. |
7 | Message - You cannot enter an amount lower than $[amount]. This amount was calculated by adding up the taxable payments paid by us This shows if the customer reduces the pre-populated value of taxable government payment amount paid to their partner. |
8 | Message - The salary and wages amount you have entered is less than the income reported by [partner name]’s employers to the Australian Taxation Office (ATO). If you underestimate [partner name]’s income, you will be overpaid. This could result in a debt This shows if the customer keys a lower amount than the Single Touch Payroll salary and wages amount for their partner. |
9 | Message - You cannot enter an amount lower than $[amount]. This amount was calculated by adding up reportable tax-free payments paid by us This shows if the customer reduces the pre-populated value of non-taxable government payment amount paid to their partner. |
10 | Message - You cannot enter an amount lower than the tax-free pensions or benefits paid by us This shows if the customer reduces the pre-populated amount of non-taxable government payments made to their partner and does not have permission to enquire. |
11 | Message - The amount entered for one or more income fields is less than the income reported by [partner name]’s employers to the Australian Taxation Office (ATO). If you underestimate [partner name]’s income, you will be overpaid. This could result in a debt This shows if the customer keys an amount less than the Single Touch Payroll amount for that income component. |
12 | Messages - You don’t need to advise non-lodgement for the [YYYY] financial year, You don’t need to use this service or Just lodge your tax returns with the Australian Taxation Office as normal This shows if one of the following applies: - customer has selected ‘We’re both lodging tax returns’ option in the Non-lodger Selection screen
- customer assessed as needing to lodge a tax return and partner question is not asked for this financial year, or
- partner is assessed as needing to lodge a tax return and customer question is not asked for this financial year
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