Urgent payment requests using self service 133-18071206
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Online guides and videos show how customers use self service.
Customers can view these through:
- Services Australia website > Online help link
- Services Australia - YouTube Channel
Staff can view these through:
Grant and Rejection reasons
Table1:
|
Grant Reasons |
Centrelink Online Account |
IVR |
|
|
Emergency accommodation |
Emergency accommodation |
EAC |
|
|
Regular accommodation costs |
Regular accommodation costs |
RAC |
|
|
Medical emergency or new medical condition |
Medical emergency or new medical condition |
MEM |
|
|
Replacing essential household goods |
Replacing essential household goods |
RES |
|
|
Household bills |
Household bills |
RBI |
|
|
Food and living expenses |
Food and living expenses |
RFO |
|
|
I have a job offer and I need money before my next payday |
I have a job offer and I need money before my next payday |
CJO |
|
|
I lost my wallet or purse and have reported it to the police |
I lost my wallet or purse and have reported it to the police |
LWA |
|
|
Other |
Other |
OTH |
|
Grant and Rejection reasons – Scenarios
Table 2:
|
Scenario |
Centrelink Online Account |
IVR |
|
Customer already received 2 or more Urgent Payments for exceptional or unforeseen circumstances in the last 12 months |
Already received 2 Urgent Payments this year |
2 Payments 12 Months |
|
Customer has already applied for an Urgent Payment today (either Approved or Rejected) |
Already claimed Urgent Payment today |
Urgent Payment Today or Already claimed Urgent Payment today |
|
No funds available |
No funds available |
No Doc created |
|
Ineligible Urgent Payment reason |
Ineligible Urgent Payment reason.
|
Error: Product cannot be determined |
|
Customer has selected a reason that is not eligible for an urgent payment |
Customer has selected a reason that is not eligible for an urgent payment
|
|
|
Customer selected they require an Urgent Payment for funeral expenses |
Online request for funeral expenses |
No Doc created as customer transferred if during office hours |
|
Customer selected they require an Urgent Payment for departmental delay |
Online request for departmental delay |
No Doc created as customer transferred if during office hours |
|
Customer selected ‘A different payment method’ (EBT) to receive the Urgent Payment |
Ineligible payment method |
No Doc created as customer transferred if during office hours |
|
Customer has no payment destinations that are not group institutions |
Group institution payment destination |
No Doc created as customer transferred if during office hours |