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

If the customer is:

• enquiring about eligibility for Double Orphan Pension (DOP), go to Step 2
• lodging their Claim for Double Orphan Pension (SC003) and Claim for Paid Parental Leave and Family Tax Benefit (FA100), go to Step 5

Is the customer currently receiving Family Tax Benefit (FTB) for the DOP child?

• Yes, go to Step 3
• No, invite them to claim Family Tax Benefit (FTB) verbally, or by sending the customer a Q999 letter with approved text. Before DOP can be granted, the child must be assessed as an FTB child of the customer. Therefore, the customer will need to claim FTB even if they choose not to be paid FTB. Go to Step 3

See Intent to claim and vulnerable customers for detail about vulnerable circumstances.

Is the customer considered a vulnerable customer?

• Yes, record the contact with the customer in a DOC, including the details in relation to why the customer is in a vulnerable circumstance and advise the customer that they must submit their claim within 14 days to be assessed from the first date of contact. Go to Step 4
• No, go to Step 4

Tell the customer that the claim must be made in the same name as the person receiving/claiming FTB Part A for the DOP child.

In Customer First, use the Mail Forms workflow to issue a Claim for Double Orphan Pension (SC003).

From 1 July 2018, the intent to claim provisions for customers who are not considered vulnerable were removed. Tell customers to lodge the claim as soon as possible as eligibility will be assessed from the date the claim is submitted.

Record a DOC.

The customer will need to provide:

• Proof of the child's birth (if not already provided)
• Evidence that the child is a DOP child. If the customer cannot provide evidence, the DOP and Bereavement Smart Centre Processing staff can attempt to confirm details using information on the record and/or by contacting third parties. See Eligibility and coding claims for Double Orphan Pension (DOP)

When SC003 lodged, go to Step 5.

Check claim is complete and that it has been signed by the customer (and their partner if they have a partner).

Check customer (and partner) details are provided. If there is a doubt about the customer's current living arrangements, ask the Living Arrangements question set.

Payment details: the account must be in the customer's name or owned jointly with their partner. If entitled to DOP only, payment is made fortnightly to the nominated account. DOP is not paid as a lump sum. If also receiving FTB instalments, DOP is included with the FTB payment and paid as one payment to the nominated FTB account. DOP and FTB payments cannot be paid separately to different accounts.

Details of the young person (orphan): indicates whether the customer or another person intends to adopt the child, whether the child has claimed a payment in their own right or receives income from employment or interest, and whether the child is a refugee.

Details of the young person's parents: if both parents are deceased, death certificates must be provided. The child's birth certificate should be supplied to confirm parentage / parentage unknown. If one parent is still alive, details of their whereabouts (if known) must be provided.

Required documentation, including evidence that the child is a DOP child, must be provided before the DOP claim can be assessed.

Documents to be translated may include identity, proof of residence, medical certificates or any other document required for Services Australia business.

Tell the customer that their claim for DOP will be assessed by DOP and Bereavement Smart Centre Processing staff and they will be advised of the outcome.

Explain to the customer:

• that DOP is reviewed periodically when there is a change in customer and/or child circumstances. Formal reviews will be conducted at least every two years by the DOP and Bereavement Smart Centre Processing team
• their obligation to notify of changes within 14 days, including:
• the surviving parent is released from remand/prison, or a sentence is delivered of less than 10 years
• the surviving parent is released from the psychiatric institution/nursing home
• for refugee children, if 1 or both of the parents enters Australia
• the surviving parent's whereabouts become known to the child or customer, or they become aware of who the surviving parent is
• a child aged 16-19 ceases to meet FTB study requirements (for example, child leaves care or level of care reduces to less than 35%)
• Note: in each of the above cases, payment of DOP will cease
• the availability and role of social worker, if applicable

Customers can contact the DOP Helpdesk using the free call number.

See Receipt of claims, forms and documentation for family assistance.

DOP and Bereavement Smart Centre Processing staff will process the DOP claim once the FTB claim has been finalised. See Eligibility and coding claims for Double Orphan Pension (DOP).