Online services for organisation nominees 133-08010000

Discuss online services with organisations, in Nominee Services users can:

• choose a person to act on behalf of from the Existing arrangements tile
• accept a pending request from the Nominee arrangement requests tile

Business Hub allows nominees to conduct business on behalf of their principals. The organisation must have at least 1 nominee arrangement recorded to be eligible for Nominee Services.

To access Business Hub the organisation's associate must:

• Register for a Provider Digital Access (PRODA) account (if they do not already have one)
• Register the organisation for a PRODA account (if they do not already have one)
• Link the account to Business Hub, and
• Apply for Nominees Services and assign roles, go to Step 3

For users to view and update their principal’s information, the associate (or authorised person delegated by the associate) must apply for Nominee Services:

• Select Apply for Service
• Select Apply for Nominee Services on the Business Hub landing page
• Nominee Services eligibility and nominee responsibilities and obligations are displayed:
• select Start Application
• review/complete details as prompted
• select Organisation from list
• accept declaration
• review details and submit
• confirmation page displayed and access is available to Nominee Services
• If the organisation has more than one CRN the organisation must apply for each one separately

To manage personnel and assign roles to them, the Access Manger can:

• Select Manage Personnel
• Access the Personnel Overview page
• Add Personnel, enter their:
• Registration Authority (RA) number. Generated on registration of the Provider Digital Access (PRODA) account
• Surname
• Add or Remove roles for personnel
• Remove personnel

Personnel that require access to Business Hub must have a PRODA account. Each role must have at least one person assigned to it. It is recommended that each role is assigned to more than one person.

Note: multiple roles can be assigned to one or more people. See Resources for the roles and their description.

Staff (with the appropriate ISP role) can view, and only in exceptional circumstances, add and remove access roles for nominee organisation users from the Business Hub Access Management tile in Process Direct.

Users must provide:

• their full name
• association with the organisation
• the Australian Business Number (ABN)
• their contact details

If satisfied with the person’s information:

• Enter the organisation’s details, such as CRN
• Select the organisation

To add a person:

• Select ‘Add Person’,
• Enter the person’s surname and their PRODA RA number
• Select verify and follow the prompts
• Select the pencil to:
• edit a person’s details
• view their role/s or
• add or remove roles as required
• Select the trash can to remove a person

To view and update a principal’s information the user must:

• Log into their Provider Digital Access (PRODA) account
• Access Business Hub
• Select Nominee Services
• The Existing Arrangements page displays:
• a list view format, if the organisation has 10 customers or less that they are nominee for
• the search function where the principal’s CRN, name or date of birth can be entered, if the organisation has more than 10 customers they are nominee for

Nominee requests can be accepted or declined from the Nominee arrangement requests tile.

When a pending request is selected it will display:

• the customer’s details
• type of nominee arrangement requested, and
• the number of days remaining before the request expires

The nominee must indicate if they accept the request:

• the organisation’s postal address is displayed. Note: address updates must be completed within Organisation Profile, outside of the acceptance process
• select the bank account to receive customer’s payments from the dropdown list (for Payment Nominee arrangements only). Add new accounts to the Organisation Profile, outside of the acceptance process
• enter a password (between 4 and 12 alphanumeric characters)
• review, accept declaration and submit
• A confirmation page is displayed:
• advising the user they have successfully accepted/declined the nominee arrangement request
• the principal and the nominee will receive a letter confirming the appointment

Organisations can receive mail online for themselves, and the customers they are correspondence nominee for, through Letters in Business Hub. Mail is in PDF format.

Organisation nominees can use Nominee Services to conduct business on behalf of customers they are a nominee for, and have access to most of the range of online service options as individual nominees. Users must have the Nominee Update role to:

• view and update a principal's details
• make claims for Age Pension and Pension Bonus, and
• accept or decline a new nominee request

Age Pension and Pension Bonus Scheme

Aged Care Calculation of your cost of care

Disability Support Pension

Family Tax Benefit

Parental Leave Pay

Child Care Subsidy (including Additional Child Care Subsidy)

Single Income Family Supplement

Stillborn Baby Payment

Organisations that are correspondence nominees (NOC) or both correspondence and payment nominees (NOB) are able to:

• submit
• cancel, and
• withdraw an online claim

Organisation NOCs and NOBs start and submit an online claim by:

• accessing Nominee Online Services through Business Hub
• selecting the correct person's account from the Choose a Person to Act For page
• selecting 1 of the following:
• Make a claim link at the top of the screen
• Yes, make a claim link in the centre of the screen (if displayed), or
• Apply for a payment or Concession Card menu option
• selecting the appropriate life event / Age Pension for their claimant
• following the online claim workflow
• accepting the privacy and information declarations on behalf of their claimant

Payments not available to claim online

• Offer an Assisted Customer Claim (ACC), if available
• Issue a paper based claim if they decline an ACC or it is not available

If the nominee relationship has ended with a customer, when the organisation accesses Nominee Services from Business Hub, the existing arrangements page will not display that customer.