Health Care Card (HCC) not renewed/issued for Family Tax Benefit (FTB) customers 101-06020020

Customers receiving FTB, who have recently had their income support payment cancelled, must update their FTB estimate within 21 days from the date the income support payments stop. The customer's continued entitlement to an FTB HCC will be reassessed based on their current estimate.

Is the customer receiving an eligible income support payment?

• Yes, go to Step 6
• No, the customer is not entitled to an automatic income support payment HCC. Go to Step 2

Note: customers receiving FTB, who have recently had their income support payment cancelled, must update their FTB estimate within 21 days from the date the income support payments stop. Continued entitlement to an FTB HCC will be reassessed based on the customer's current estimate.

If a customer has care of a foster child, see Foster Child Health Care Card (FST).

Is the customer entitled to receive the maximum legislative rate of FTB Part A (see Resources) via fortnightly instalments, irrespective of whether or not the customer opts to receive a lower amount of Family Tax Benefit (FTB) Part A under More Choice for Families (MCFF) options, or eligible for FTB Part A at the maximum rate except that they only have care of a Regular Care Child?

• Yes, go to Step 6
• No, go to Step 3

Check the FTB Part A Explanation (REXFTBA) screen for any maintenance income reduction.

Is the customer's FTB Part A reduced from the maximum rate due to the Maintenance Income Test (MIT)?

• Yes, go to Step 4
• No, go to Step 6

Check the Assessment Explanation (AXFTB) screen to view child eligibility details.

Note: if only some of a customer's children fail the MAT, the customer may continue to receive an HCC for all children, including the ones who have failed the MAT.

Is the customer's FTB Part A reduced from the maximum rate due to the failure of the Maintenance Action Test (MAT) for all children?

• Yes, go to Step 5
• No, and:
• the FTB rate is reduced due to the income test for FTB Part A, the customer is not entitled to an automatic HCC. The customer can test their eligibility for a Low Income Health Care Card
• the customer loses entitlement to the maximum rate FTB Part A for another reason. They also lose entitlement to the HCC regardless of the expiry date and can test their eligibility for a Low Income Health Care Card (LIC). Procedure ends here

The customer’s FTB (A) rate will be reduced to base rate for all eligible FTB children for reasons 'Base No Maintenance Act' or ‘Accepts Base Rate’.

The customer’s existing HCC may be cancelled (check MCCS for any other eligible concession).

If the customer’s current income estimate is below the FTB Part A income test - income limit for maximum payment?

• Yes, submit a Level 2 Policy Helpdesk Enquiry include the following details for a manual override to be coded:
• CSAQuery, select dropdown 'Families, Child Care & Parenting'
• CSAEnquiry, select dropdown 'Concessions'
• Service/Payment Type, select dropdown 'Card - Health Care Card (HCC)'
• CRN, key relevant Customer Reference Number
• Reference Check, key 'Health Care Card (HCC) 101-06020020'
• Enquiry Description, key 'FTB HCC Manual override MAT'
• fill out all additional fields and Save
• DOC the customer record to advise a referral for manual override has been requested
• No, the customer:
• is not entitled to an FTB HCC
• can test their eligibility for a Low Income Health Care Card (LIC)
• procedure ends here

The customer is qualified for an automatic Health Care Card if they are residentially qualified and their (and their partners) verified residential details are coded on the Legal Residence Information (RSLEG) and Country of Residence (CRES) screens.

Check Concession Entitlement Summary (MCCS) screen for current entitlement start date. Card Issue Summary (CCIS) screen displays actual cards issued, not current entitlement.

Reissue concession card to the customer.

Customers can use the digital wallet in the Express Plus Centrelink app or the myGov app wallet. See the link on the Resources page.

It allows customers to present their concession card using their smart device. It is at the discretion of the concession provider whether they accept the digital card, so it is important that customers have their physical card with them.

Does the customer urgently require an Interim Confirmation of Concession Entitlement (SS055)?

• Yes, see Confirming concession card entitlement and issuing interim vouchers
• No, complete action for customer and record the outcome on a DOC