How to reissue concession cards 101-06010010

Customers may contact Services Australia to request a replacement concession card via:

• online, or
• phone self service

If the customer is requesting a replacement card online, they need to provide a reason for reissue.

A replacement card cannot be issued within:

• 14 days of the card's expiry date, or
• 5 days of a previously reissued card

If a physical replacement card is needed urgently, customers must attend an office in person to obtain an interim concession card.

Customers can access their digital card on the Express Plus Centrelink app or the myGov app wallet.

A replacement concession card may be needed because the original card was lost, damaged, not received or customer has transferred from one payment to another. Partnered customers are able to request to have their concession card reissued without their partner's name listed. This may be for privacy concerns the customer has.

A check of the current concession entitlement, including the period for which the card is issued, can be made on the Concession Entitlement Summary (MCCS) screen for the customer's current entitlement details or check Concession Dependant Summary (MCDS) screen for a dependent child's current entitlement details.

The Concession Card Details page or the Card Issue Summary (CCIS) screen shows details of current and historical cards issued, not current entitlement.

Replacement concession cards will be sent to the customer's postal address. They may take up to 14 days to arrive. If the customer has more than one address type recorded on the agency’s computer system, the customer may nominate preferences. For example, which address is shown on the card and which address is used as a mailing address.

Concession cards are automatically replaced when a customer advises the agency of a change of address.

When a customer contacts the agency to request a replacement card, the Service Officer must check that the customer is still entitled to receive a concession card and that their details remain correct. Ensure:

• the person is receiving a qualifying payment for an automatically issued HCC or PCC
• the person is entitled to an extended entitlement to a concession card
• their home and postal address details are correct
• the person’s income details remain under the applicable income limit for continued entitlement to LIC or the CSHC
• there is a reason why a replacement card is needed. For example, the card is lost or destroyed
• existing card preferences are checked and confirmed as accurate

Details of any current or historical card preferences can be viewed on the Concession Card Preference Summary (CCPS) screen. Existing card preferences should be checked and confirmed as accurate before a replacement concession card is issued.

Preferences allow:

• partnered customers to request to have their concession card issued without their partner's name listed (not applicable for CSHC, EHC, FST)
• customers to nominate a preference for the postal and/or display addresses for the card

For more details, see Preferences for concession cards.

Customers are not automatically issued a new concession card when transferring from one payment to another. When a customer transfers from one payment to another and retains entitlement to the same type of concession card, a new card is not automatically issued to the customer. The customer can request a replacement card at any time.

Any card issued after the transfer activity is processed will show the primary payment at time of issue. This includes annually reissued cards, which are sent one month before the expiry date of the current card.

When a cardholder's partner or dependent child dies, a new card without the deceased's name is not automatically issued on notification of the death. The customer may request a new concession card that does not show the name of the deceased person at any time. Otherwise, annually reissued cards will be sent without these details the month before the expiry date of the current card.

The Department of Home Affairs advises the agency when a customer leaves Australia. If the customer has an active link with The Department of Home Affairs, the customer's return date will be automatically updated when the customer returns to Australia.

Customers are still required to advise absences before departure to avoid being overpaid and to find out how their payments or concessions will be affected. For more information, see Portability of concession cards.

Customers who were living overseas and later return permanently to Australia, may be eligible for a concession card to be issued when they return. For more details, see Portability of concession cards.

For all pension customers and card holders, see Return to Australia procedures for service centre and Smart Centre staff for pension payments.

For non-pension customers and card holders, see Return to Australia procedures for service centre and Smart Centre staff for non-pension payments and cards.