Initial contact by customers claiming Double Orphan Pension (DOP) 007-01010050

A customer claiming DOP who has not claimed FTB for the child must have their entitlement to FTB assessed regardless of whether they choose to receive FTB. Invite the customer to claim FTB, even if they choose not to be paid FTB.

See Eligibility and coding claims for Double Orphan Pension (DOP).

A DOP child must meet FTB child requirements.

DOP cannot be paid for a young person who is getting a War Orphan Pension.

DOP can also be paid to an Approved Care Organisation (ACO).

Some customers may be eligible for an additional DOP component. This is calculated when there is a difference between the current carer's and previous carer's FTB Part A legislative rates.

Customers need to lodge a Claim for Double Orphan Pension (SC003). All relevant questions on the claim should be answered and the claim must be signed by the customer (and their partner, if applicable).

There may be occasions when a customer in vulnerable circumstances may not be able to lodge a claim at the time of their first contact with the agency. Record all contacts from a customer or their representative in relation to a new claim for a vulnerable customer on the their record until the claim is lodged. If the DOP claim is lodged within 14 days of the first contact date, the customer may be eligible to have their DOP backdated to that first contact. See Intent to claim and vulnerable customers for further information.

DOP can be backdated to the day of qualification if the customer makes a claim within 13 weeks of the:

• birth of the child, or
• death of the person receiving DOP for the child

When claiming DOP, the customer needs to provide:

• Proof of the child's birth (if not already provided)
• The child's birth certificate to confirm parentage/parentage unknown, if possible, evidence that the child is a DOP child. If the customer cannot provide sufficient evidence, DOP and Bereavement Smart Centre Processing staff should attempt to confirm details using information on the record and/or by contacting third parties such as the hospital, prison or Births, Deaths and Marriages

When helping customers complete claim forms, Service Officers must not make any notations, underline or make comments of any sort on a claim form that is to be signed by a customer and lodged with Services Australia. Make any notations or explanations to questions on a claim form on a separate sheet of paper and attach it to the claim.

DOP and Bereavement Smart Centre Processing staff complete all processing for DOP claims.

Customers can contact the DOP Helpdesk on a free call number.