Residence assessment for customers claiming Family Tax Benefit (FTB) and Parental Leave Pay (PPL) 007-05020020

To be eligible for FTB and PPL, a customer must generally be residing in Australia and satisfy one of the following:

• have Australian citizenship
• hold a permanent visa
• hold a Special Category visa (subclass 444, either protected or not)
• hold a visa subclass 403 (granted under the Pacific Australia Labour Mobility stream and the person has been approved for Family Accompaniment) - FTB Only
• be a holder of certain temporary visas that qualify customers for some payments

In certain circumstances a customer must also satisfy the Newly Arrived Resident's Waiting Period (NARWP) or have an exemption.

Residence requirements for Family Tax Benefit

For FTB, the claimant must satisfy the residence requirements at the date of claim. The partner does not have to meet the residence requirements for the customer to be eligible for FTB. However, the partner must meet the residence requirements (and provide proof) for Health Care Card (HCC) purposes, which includes being noted as a partner on the customer's FTB maximum rate HCC.

Residence requirements for Paid Parental Leave

For PPL, the claimant must satisfy the residence requirements:

• Pre-birth claims - on the date they lodge their claim
• Post birth claims - on the:
• child’s date of birth/entry into care, and
• date of any claimed PPL days

The Approval Giver (e.g. birth mother) is not required to meet the residence requirements, including serving the NARWP, for the Approval Seeker (e.g. biological father or partner of birth mother) to be eligible for PPL. However, the Approval Giver is still required to provide approval for the Approval Seeker to receive up to the maximum number of PPL days for the child.

If the PPL claimant ceases to meet the residence requirements at any point after the grant of their claim, for example their qualifying visa is cancelled, their entitlement to PPL ceases from last day residentially qualified plus 1 day. See Changing Australian residence details for family assistance and Paid Parental Leave scheme customer/child.

Residence requirements for Stillborn Baby Payment (SBP)

SBP has the same residence requirements as FTB, however they do not have to serve the NARWP. To be eligible for SBP, a claimant must meet the FTB residence requirements within 26 weeks of the day of the child's delivery or qualify for FTB for another child within 52 weeks of the stillbirth.

The system will assess the customer's or children's residence qualification correctly if their residence information is up to date. Update residence information first if:

• it is incomplete
• the information from the claim has not yet been coded

FTB and PPL claims do not ask for child legal residence details (whether they are an Australian citizen or what visa they hold). These details do not need to be obtained, however do code child legal residence details if they have been provided.

The child’s country of birth, as answered in the claim, will populate on the child’s Country of Residence (CHCRES) screen. If this is not ‘Australia’ and the child is now living in Australia, record the date the child commenced residing in Australia on the CHCRES screen.

Does the residence information for the customer or child/ren need to be updated as part of claim processing?

• Yes, the Residency Task Selector (RETS) will display on the SAP Warning and Errors (SWE) screen in Process Direct. It may be necessary to review and update Residence and Portability screens within RETS, including:
• RSLEG/CHRSLEG - Legal Residence Details
• CRES/CHCRES - Country of Residence
• RSIMME/CHIMME - Immigration Enquiry – activate the Immigration Datalink
• RSIM/CHRSIM - Immigration Advised Movements.
  Note: the Immigration Limiting Date (ILD) field must be the earliest date of arrival into Australia
  Go to Step 3
• No, go to Step 3

Only customers who reside in Australia are eligible for FTB and PPL. To be satisfied the customer is residing in Australia, see Assessing if a customer is an Australian resident.

If payment is already current and there is significant evidence to support the fact the customer never lived in Australia, a debt may be raised from the date of grant.

Note: if a customer is overseas temporarily, they are still considered to be residing in Australia.

Is the customer residing in Australia?

• Yes, go to Step 4
• No, go to Step 7

Check the RSLEG screen for the following:

• Australian citizenship
• a permanent visa
• a Special Category visa (subclass 444, either protected or not)
• visa subclass 403 – FTB only
• certain temporary visas that qualify customers for some payments

Australian citizenship

Australian citizenship must be verified for all claims, see Proof of Australian citizenship. The customer must provide proof of Australian citizenship if:

• they have advised that they are an Australian citizen, and
• this has not been verified through the Immigration Datalink

Permanent visa

To check whether a visa is permanent or temporary, see the Guide to Social Security Law, 9.2, Visa subclasses & payment eligibility for visas issued after 1/9/94. The References page contains a link.

Special Category visa

If the customer is a SCV holder and not born in New Zealand, code the country of citizenship as New Zealand on the RSLEG screen to ensure the correct residence qualification is assessed.

For more information on SCVs, see Australian Residence Rules for New Zealand citizens.

Does the customer have Australian citizenship or a qualifying visa on the dates required for their claim (as outlined in Step 1) recorded on the RSLEG screen?

• Yes:
• Australian citizen, holders of a permanent visa or SCV, go to Step 6
• Holder of visa subclass 403 and claiming FTB, go to Step 5
• Holder of a certain temporary visa, see Table 2 > Step 1
• No, go to Step 7

Customers who hold visa subclass 403 are eligible for FTB if they:

• were granted under the Pacific Australia Labour Mobility (PALM) stream, and
• have been approved for Family Accompaniment

To check if the customer has been approved for Family Accompaniment:

• go to the RSLEG screen
• find the Visa Qualifier Details table
• check the Visa qualifier code field - if the field is coded with FAA, the customer is approved for Family Accompaniment

Visa Qualifier Details will need to be updated by CIS (see Referring inconsistencies in overseas departure and arrival information to Centrelink International Services (CIS)) before the claim can be finalised if:

• the customer holds a visa subclass 403, and
• the customer has indicated in their claim that they (or their partner) are a Pacific Australia Labour Mobility (PALM) scheme worker who has been approved for Family Accompaniment, and
• FAA has not been coded

Does the customer/partner have FAA coded in the Visa qualifier code field?

• Yes, customer meets FTB residence requirements from the latter of the:
• 403 visa grant date, or
• FAA start date
• Go to Step 6
• No, go to Step 7

Depending on the length of absence, a customer may be eligible to claim if they are temporarily overseas.

Check the RSIM screen for the latest immigration movements and arrival/departure from Australia. This information is recorded under the Move Direction field.

FTB claims – a person is eligible to claim if the original date of departure is less than 6 weeks.

PPL claims – a person is eligible to claim if the original date of departure is less than 56 weeks.

Is the customer currently inside Australia?

• Yes, the customer satisfies the residence requirements, but may be required to serve a NARWP. See Table 3 > Step 1
• No, and from the original date of departure, the length of absence from Australia is:
• less than 6/56 weeks (or less than 3 years for customers deployed overseas as defence personnel or peacekeepers, see Discretion to extend portability period. See Table 3 > Step 1
• 6/56 weeks or more, go to Step 7

The customer does not satisfy the residence requirements for FTB and PPL. Check if another person is eligible for payment for the child.

Note: if the customer has a child who is an Australian citizen, holder of a permanent visa or holder of certain temporary visas that qualify customers for some payments, they may be eligible to claim SpB for the child. See Special Benefit (SpB) for Australian Citizen Child (ACC) and Australian permanent resident children.

Finalise the claim

See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

Procedure ends here.

Depending on the length of absence, a customer may be eligible to claim if they are temporarily overseas.

Check the RSIM screen for the latest immigration movements and arrival/departure from Australia. This information is recorded under the Move Direction field.

Is the customer inside Australia?

• Yes, the customer satisfies the residence requirements, but may be required to serve a NARWP. See Table 3 > Step 6
• No, and the customer has been overseas for:
• less than 6 weeks, go to Step 2
• more than 6 weeks, go to Step 4

Check the Legal Residence Details (RSLEG) screen for visa details.

A customer receiving payment who holds a visa subclass 309, 785 (granted on or after 16 December 2014), 790 or 820 may receive a payment for a specific negotiated period if they are overseas for an approved reason.

If the customer holds one of these visas, check if the visa was valid on the date(s) required for their claim to be granted (as outlined in Table 1 > Step 1).

Is the customer the holder of a visa subclass 309, 785 (granted on or after 16 December 2014), 790 or 820 on the dates required for their claim?

• Yes, go to Step 3
• No, go to Step 4

The approved reasons for absence are:

• Acute family crisis (AFC)
• Medical treatment not available in Australia (MED)
• Humanitarian purposes (HUM)

For more information about payment for these reasons, see Restricted portability for payment during overseas absences where customer has special circumstances.

If the customer has indicated they are overseas for an approved reason, refer the case to Centrelink International Services (CIS). See Family Tax Benefit (FTB), Child Care Subsidy (CCS) and Paid Parental Leave scheme customer/child going overseas. When CIS has completed their assessment, continue with this process.

Is the customer overseas for an approved reason?

• Yes, and CIS has approved the absence. The customer satisfies the residence requirements, but may be required to serve a NARWP. See Table 3 > Step 6.
• No, go to Step 4

The customer does not satisfy residence requirements for FTB and PPL. Check if another person is eligible for payments for the child/ren.

PPL

If a customer is residentially qualified for PPL for a child because they are the holder of a certain temporary visa and their payment ceases while overseas:

• they may be eligible for any unpaid PPL days if they become residentially qualified for PPL within 2 years of the child's date of birth/entry into care
• for children born or adopted before 1 July 2023:
• their PPL period will cancel from the date their payment ceased
• they cannot receive any unpaid days of the PPL period for that child upon their return
• they may be eligible for Flexible PPL days if they become residentially qualified for PPL within 2 years of the child's date of birth/entry into care

Note: if the customer has a child who is an Australian citizen, holder of a permanent visa, or holder of certain temporary visas that qualify customers for some payments they may be eligible to claim SpB for the child. See Special Benefit (SpB) for Australian Citizen Child (ACC) and Australian permanent resident children.

Finalise the claim

See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

An Australian citizen has an automatic exemption from the NARWP.

Service Officers must:

• verify Australian citizenship, see Proof of Australian citizenship
• code country of citizenship on the Legal Residence Details (RSLEG) screen

To be considered an Australian citizen for the purposes of:

FTB Part A - the customer must be an Australian citizen:

• before the financial year for which they have claimed, or
• before the start date for an instalment claim

PPL - the customer must be an Australian citizen:

• Pre-birth claims - on the date they lodge their claim
• Post birth claims - on the:
• child’s date of birth/entry into care, and
• date of any claimed PPL days

Claimants should lodge a new claim following the child’s birth/entry into care if they:

• lodged a pre-birth claim and were not an Australian citizen on the day they claimed, but
• are an Australian citizen on the child’s date of birth/entry into care

Is the customer an Australian citizen?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A and PPL:
• FTB Part A - NARWP exemption 'AUS/Australian Citizen' displays on the Family Tax Benefit Newly Arrived Resident's Waiting Period explanation (FTBNEX) screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, go to Step 2

A holder or former holder of an SCV has an automatic exemption from the NARWP.

Check the RSLEG screen for visa details, including the subclass code.

To be considered the holder or former holder of a SCV subclass 444 for the purposes of:

FTB Part A - the customer must hold or have held the visa:

• before the financial year for which they have claimed, or
• before the start date for an instalment claim

PPL - the customer must hold or have held the visa:

• Pre-birth claims - on the date they lodge their PPL claim
• Post birth claims - on the:
• child’s date of birth/entry into care, and
• date of any claimed PPL days

Is the customer the holder or former holder of a SCV subclass 444?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A and PPL:
• FTB Part A - NARWP exemption '444/New Zealand Visa holder' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, go to Step 3

A refugee or former refugee has an automatic exemption from the NARWP.

Check the RSLEG screen for visa details, including the subclass code.

If the customer's visa subclass (either now or previously) was a refugee visa, the system will record it on this screen from the Immigration Datalink. Refugee visas can be determined using:

• Social Security Guide, 9.2 Visa subclasses & payment eligibility for visas issued after 1/9/94 (see the Resources page for a link), or
• Refugee, Humanitarian and Permanent Protection Visa sub-classes

To be considered a refugee or former refugee for the purposes of:

FTB Part A - the customer must hold or have held a refugee visa:

• before the financial year for which they have claimed, or
• before the start date for an instalment claim

PPL - the customer must hold or have held a refugee visa:

• Pre-birth claims - on the date they lodge their PPL claim
• Post birth claims - on the:
• child’s date of birth/entry into care, and
• date of any claimed PPL days

Is the customer a refugee or former refugee?

• Yes, they are exempt from the NARWP and meet the residence requirements for FTB Part A and PPL:
• FTB Part A - NARWP exemption 'REF/Refugee' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, go to Step 4

An automatic exemption to the NARWP applies to a customer who holds:

• a Remaining Relative (subclasses 115 and 835), or
• an Orphan Relative (subclasses 117 and 837) visa

Check the RSLEG screen for visa details, including the subclass code.

To be considered the holder of visa subclass 115, 117, 835 or 837 for the purposes of:

FTB Part A - the customer must hold a visa subclass 115, 117, 835 or 837:

• before the financial year for which they have claimed, or
• before the start date for an instalment claim

PPL - the customer must hold a visa subclass 115, 117, 835 or 837:

• Pre-birth claims - on the date they lodge their PPL claim
• Post birth claims - on the:
• child’s date of birth/entry into care, and
• date of any claimed PPL days

Does the customer hold visa subclass 115, 117, 835 or 837?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A and PPL:
• FTB Part A - NARWP exemption 'PRN/Pre FTB NARWP' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, for:
• FTB claims, go to Step 5
• PPL claims, go to Step 6

A customer who holds a Pacific Engagement (subclass 192) visa has an automatic exemption from the NARWP for FTB Part A.

Check the RSLEG screen for visa details, including the subclass code.

The customer must hold visa subclass 192:

• before the financial year for which they have claimed FTB, or
• before the start date for an instalment claim

Does the customer hold visa subclass 192?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A:
• NARWP exemption '192/Pacific Engagement Visa' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, go to Step 6

Check the RSLEG screen for visa details, including the subclass code.

Certain visas automatically exempt a customer from serving the NARWP. They are:

• 060 – Bridging Visa F
• 070 – Removal Pending Bridging Visa
• 449 – Humanitarian Stay (Temporary) if granted on or after 24 June 2014
• 785 – Temporary Protection (class XA prior to 16 December 2014, class XD after 16 December 2014)
• 786 – Temporary (Humanitarian concern)
• 790 – Safe Haven Enterprise
• 852 – Referred Stay (Permanent) (since 1 July 2015)/Witness Protection (Trafficking) (Permanent) (up to 30 June 2015)
• ZB 951 – Criminal Justice Stay Visa (CJSV) (when granted before 1 July 2015 for certain purposes, coded as 787)

Note: if the customer is the holder or former holder of a CJSV (subclass ZB 951), and it was granted before 1 July 2015, refer the claim to the Special Benefit Level 2 Policy Helpdesk before proceeding. If the ZB 951 visa was granted after 1 July 2015, it was not granted for the purposes that allow an exemption from the NARWP and the customer is not eligible for an exemption.

To be considered the holder or former holder of one of the above visas for the purposes of:

FTB Part A - the customer must hold or have held the visa:

• before the financial year for which they have claimed, or
• before the start date for an instalment claim

PPL - the customer must hold or have held the visa:

• Pre-birth claims - on the date they lodge their PPL claim
• Post birth claims - on the:
• child’s date of birth/entry into care, and
• date of any claimed PPL days

Is the customer a holder or former holder of one of the above visas?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A and PPL:
• FTB Part A - NARWP exemption 'NXV/NARWP Exempt Visa holder' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, go to Step 7

If a person has been the holder of a permanent resident or PPV (subclass 309 or 820) prior to 1 January 2019, they are not required to serve the NARWP for FTB Part A and PPL.

Check the RSLEG screen for visa details, including the subclass code.

Rules for 309 and 820 visas apply to holders and former holders of those visas, including when they have subsequently been granted a different permanent visa. The Resources page contains examples of customers with 309 and 820 visas.

Was the customer granted their first permanent resident visa or PPV 309 or 820 before 1 January 2019?

• Yes, they are not required to serve the NARWP and they meet the residence requirements for FTB Part A and PPL:
• FTB Part A - NARWP exemption 'PRE/Visa start pre FTB NARWP' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, for:
• FTB claims, go to Step 8
• PPL claims, go to Step 9

In most instances, the warning message W100FY – Customers NARWP may need to be assessed manually will display.

Does the customer hold or previously held a 309 or 820 visa granted on or after 1 January 2019 that has an application date before 1 January 2019?

• Yes:
• Place the claim on hold to user for one week and refer to the Business Process and Design team. Use the FTB NARWP 309/820 Visa Manual Assessment Request webform. See the Resources page for a link to the form
• Annotate the claim progress DOC with 'The claim has been referred for manual NARWP assessment'
• A workaround will be applied, if required, and a return email will be sent to advise of the outcome
• When the outcome is received go to Step 9
• No, continue to assess the claim, go to Step 9

To serve the NARWP the customer must be physically present in Australia as an Australian resident or as the holder of visa subclass 309 or 820 for:

• 52 weeks (for FTB), or
• 104 weeks (for PPL)

Check for NARWP start and projected end dates:

• FTB - go to the FTBNEX screen
• PPL - go to the PPL Waiting Periods Calculations (P1PAP) screen in Customer First (accessed via the P1CS screen)

For customers with a 309 or 820 visa, the NARWP is calculated using time spent in Australia since their visa application date.

The required time for:

FTB Part A – is at least 52 weeks:

• before or during the financial year for which they have claimed, or
• before the start date for an instalment claim

PPL – is at least 104 weeks:

• Pre-birth claims - on the day before the person lodged their PPL claim
• Post birth claims - on the day before the child’s date of birth/entry into care

Has the customer been in Australia as an Australian resident (or the holder of a specified visa subclass) for the required period of time?

• Yes:
• FTB claims, go to Step 10
• PPL claims:
  - They have served the NARWP for that child and they meet the residence requirements for PPL
  - Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
  - Procedure ends here
• No, go to Step 11

If the customer served the NARWP:

• before the financial year for which they have claimed, they are residentially qualified for FTB Part A for the full financial year in which they are claiming
• during the financial year for which they have claimed, they are only residentially qualified for FTB Part A on and after the day they finished serving the NARWP

Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

For this purpose, family members include the following:

• a partner of the person
• a dependent child of the person
• another person who, in the opinion of the Secretary, should be treated for the purposes of this definition as a partner or dependent child of the person. Note: to check if a customer meets this provision, see Newly Arrived Resident's Waiting Period (NARWP) and Qualifying Residence Exemptions

A customer is exempt from the NARWP if they were the family member of a refugee or former refugee at the time the refugee arrived in Australia and a family member at one of the following times:

FTB Part A

• On the earliest date they may be entitled to receive payment (generally, this would be the date customer was both physically present and residing in Australia, whilst the holder of a qualifying visa), or
• When the refugee died (if the refugee has died since arrival in Australia)

PPL

• Pre-birth claims - on the date they lodge their PPL claim
• Post birth claims - on the:
• child’s date of birth/entry into care, and
• date of any claimed PPL days, or
• when the refugee died (if the refugee has died since arrival in Australia)

Note: if the family member is now an Australian citizen, they are no longer considered a refugee (they are a former refugee) but the customer can still be covered by this exemption.

Was the customer a family member of a refugee or former refugee at the required times?

• Yes, they are exempt from the NARWP and meet the residence requirements for FTB Part A and PPL:
• Once the claim is fully coded, refer the case to CIS for exemption coding
• FTB Part A - NARWP exemption 'FOR/Family member of refugee' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, go to Step 12

For an exemption from the NARWP for FTB Part A or PPL the following payments are considered to be a social security benefit or pension:

• Age Pension
• Austudy
• Carer Payment (CP)
• Disability Support Pension (DSP)
• JobSeeker Payment (JSP)
• Parenting Payment (Partnered)
• Parenting Payment (Single)
• Special Benefit (SpB)
• Youth Allowance (YA)

For the purposes of this exemption, the customer is deemed to be in receipt of a social security benefit, social security pension, FHA or PPL if they were in receipt of the payment:

FTB Part A - before or during the financial year for which they have claimed.

PPL

• on the child's date of birth/entry into care, and
• the day before any claimed PPL days, or
• the day before a period of at least 10 consecutive PPL days (that consist of weekdays only) - the exemption will apply for the whole block of days

Is/was the customer receiving a social security benefit, social security pension, FHA or PPL?

• Yes:
• For FTB Part A, the customer is not subject to the NARWP for any day they were in receipt of one of the above payments. Note: if the other payment is suspended or cancelled, FTB Part A should cease. FTB Part A can be reassessed at the time the other payment is restored
• FTB Part A - NARWP exemption 'NSS/PEN/PGA/FHA/PPL' displays on the FTBNEX screen once the claim has been assessed. If a different exemption displays, see Resources > Table 4 for exemption reasons
• PPL - if an exemption is required, this displays on the P1PAP screen once the claim has been assessed. See Resources > Table 5 for exemption reasons
• For PPL, the customer’s residence will be assessed on the day before the date they want to access a PPL day or continuous block of days to ensure the exemption applies to that day/block of days. A continuous period is at least 10 consecutive PPL days (that consist of weekdays only)
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments
• Procedure ends here
• No, go to Step 13

To serve the NARWP the customer must be physically present in Australia for the duration of the NARWP (52 or 104 weeks), as an Australian resident or the holder of a specified visa subclass.

FTB - If the FTB customer is:

• single, finalise the claim, see Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Procedure ends here.
• partnered, and:
• they are not eligible for FTB Part A and B, finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Procedure ends here
• they will only be eligible to receive FTB Part B, and the partner is subject to the NARWP, finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Procedure ends here
• they will only be eligible to receive FTB Part B, and the partner is not subject to the NARWP, go to Step 14

PPL

To meet the residence requirements and be eligible for PPL the customer must complete the NARWP the day before:

• Pre-birth claims - they lodge their PPL claim
• Post birth claims - the child's birth/entry to care

For claimants who are Australian residents or live in Australia as the holder of a qualifying visa, the end date of the NARWP is calculated and recorded on the PPL Waiting Periods Calculations (P1PAP) screen in Process Direct. If outside a claim, this can be accessed via the PPL Claim Summary (P1CS) screen in Customer First.

Use this when advising the customer of future entitlement.

Record past periods of residence on the Country of Residence (CRES) screen if:

• the system calculates the NARWP and determines it has not yet been served, and
• the customer was an Australian resident before 1 September 1994

If the claim is incorrectly granting when the customer has not served or is not exempt from the NARWP, check the Family Member/Refugee Code on the Residence Savings (RSS) screen. If FMC, FME or PRE is coded, refer the case to CIS for exemption coding to be ended.

Note: the Approval Giver (e.g. birth mother) is not required to meet the residence requirements, including serving the NARWP, for the Approval Seeker (e.g. biological father or partner of birth mother) to be eligible for PPL. However, the Approval Giver is still required to provide approval for the Approval Seeker to receive up to the maximum number of PPL days for the child.

If the claim is PPL only, finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments.

A customer's partner may not be subject to the NARWP, for example, because they:

• are an Australian citizen, or
• are the holder of a visa that exempts them from the NARWP for FTB Part A

If the customer's partner is not subject to a NARWP, they may be eligible for FTB Part A. Make a genuine attempt to contact the customer to talk about their partner claiming FTB.

If the customer is subscribed to electronic messaging, send a pre-call notification (SMS) before calling. See Centrelink letters online and Electronic Messaging.

If the customer does not answer:

• issue a Q164 - Request to contact letter
• manually place the claim on hold - claim activities must be held for a minimum of 22 days to allow extra time for mail delivery and for customers to respond
• record details in the Progress of claim DOC. This must include:
• when the customer contacts, all the information required and questions the Service Officer needs to ask, including if their partner is intending to lodge a claim for FTB, and
• the information that the Service Officer who receives the call needs to record to enable the claim to progress. That is, does the customer want to withdraw their claim and if their partner needs to/will lodge a claim for FTB

Has the attempt to contact the customer been successful?

• Yes, and the customer wants to:
• withdraw their claim see Withdrawal of claim. Make sure the DOC includes the advice provided to the customer regarding their partner making a claim for FTB
• proceed with their claim, finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Procedure ends here
• No:
• Process and assess the claim based on the information provided
• Finalise the claim. See Processing standalone and combined claims for family assistance and/or Paid Parental Leave scheme payments. Procedure ends here

Note: where a request to contact (Q164) was sent solely due to possible entitlement for the partner, do not reject the claim for failing to reply to correspondence.