Changing details of a customer's travel to and/or from Australia 061-03040000

The Department of Home Affairs will generally advise Services Australia when a Centrelink customer leaves or returns to Australia. The portability of the payment is automatically assessed by the system, regardless whether the customer notified or not. Note: Department of Home Affairs datalink activities should not be cancelled.

In many cases, customers do not need to advise Services Australia if they are leaving Australia temporarily, or have returned from a temporary absence.

However, there are particular situations where customers should advise of a departure prior to leaving Australia or contact when they have returned to Australia.

In most cases, customers can notify of their departure from Australia via the Travelling outside of Australia service within their Centrelink online account. Where a customer's circumstances are more complex they will be prompted to contact Services Australia.

The Services Australia website lists situations when customers must advise they are leaving or returning to Australia. See the Resources page.

If a customer changes the date that they are planning to leave Australia, it can affect their entitlement to a payment or concession card. For instance, if a customer receiving a restricted portability payment has an approved reason for the absence and leaves more than 3 days before or after they initially advised, any specific negotiated period of portability approved will cease to apply on departure. Disability Support Pension (DSP) customers may continue to be paid on departure but their payment will cease at the end of their 4th week in a rolling 12 month period. Therefore, it is essential that a customer advises of any change in their departure details prior to travel if they wish to be paid during the absence.

If a customer changes the date they are planning to return to Australia, their payment can generally be restored as long as they return to Australia within 13 weeks of their payment ceasing. However, if the customer was receiving a transitional rate of payment they will lose entitlement to this rate and will be paid under the new rules upon restoration.

Where a customer is disputing travel dates provided by Department of Home Affairs, refer the inconsistencies to Centrelink International Services (CIS).