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

To be eligible for FTB, PPL and DAP, 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), exemptions apply.

Residence requirements for Family Tax Benefit

To grant an FTB claim, 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 and Dad and Partner Pay

For a DAP claim to be granted, claimants must satisfy the residence requirements for each day in their DAP period (of up to 14 days).

To grant PPL, the claimant must satisfy the residence requirements:

• For children born or adopted on or after 1 July 2023:
• To be eligible, all claimants must meet the residence requirements on the date of birth or date of entry into care and on each of their PPL days
• For an initial eligibility determination, all claimants must meet the residence requirements on the date of determination. This is consistent with the current requirement for primary claimants
• As the PPL period is being removed, there will be no requirement for claimants to meet the residence requirements between PPL days
• For children born or adopted before 1 July 2023:
• To be eligible for the PPL period, primary claimants must satisfy the residence requirements from the date of birth or adoption of the child until the end of their PPL period
• Primary PPL claimants must complete the NARWP before their child's birth or entry to care to meet residency requirements. Payment cannot be transferred to a secondary claimant if a primary claimant is still serving their NARWP on or after their child's date of birth or entry to care
• To be eligible for the PPL period, secondary or tertiary claimants must satisfy the residence requirements from the date they became the primary carer of the child until the end of their PPL period
• Flexible PPL days can be paid up to 30 dates nominated by the customer. To be paid Flexible PPL the customer must meet residence requirements on their nominated Flexible PPL date

Father and partner payability is no longer dependent on the birth mother meeting the residence requirements.

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. If residence information is incomplete or the information from the claim has not yet been coded, it will need to be updated first.

Note: if a child was born overseas to Australian residents, the country of residence (CRES) screen will default to the child's country of birth and will reject the claim.

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 intend to reside in Australia are eligible for FTB, PPL and DAP. 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 sufficient evidence to support the fact the customer never intended to reside 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
• a holder of 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 were born overseas, and
• 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 RLSEG screen to ensure the correct residence qualification is assessed.

For more information on special category visas, 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
• they 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 the value 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/DAP 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, PPL or DAP. Check if another person is eligible for payment for the child.

PPL claims

Service Officers must check the assessment and only grant PPL when the claimant has been deemed residentially qualified. Where the assessment result is incorrect, investigate the details through normal escalation processes. For example, referral to a Service Support Officer (SSO).

Note: if the customer has a child who is an Australian citizen or permanent visa holder, 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).

PPL claims

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:

• If they become residentially qualified for PPL within 2 years of the child’s date of birth or adoption, they may be eligible for any unpaid PPL days
• 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 or adoption

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, a referral to Centrelink International Services (CIS) is required. See Assessing temporary absences, Step 3.

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, PPL or DAP. Check if another person is eligible for payments for the child/ren.

PPL claims

Check the assessment. Only grant PPL when the claimant has been deemed residentially qualified. Where the assessment result is incorrect, investigate the details through normal escalation processes. For example, referral to a Service Support Officer (SSO).

Note: if the customer has a child who is an Australian citizen or permanent visa holder, 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.

Check the Legal Residence (RSLEG) screen for citizenship details.

An automatic exemption from the NARWP applies to a customer who is an Australian citizen.

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 - all PPL claimants for children born or adopted on or after 1 July 2023, and Primary claimants for children born or adopted before 1 July 2023, the customer must be an Australian citizen on the child's:

• date of birth, or
• entry into care

PPL - Secondary or tertiary claimants for children born or adopted before 1 July 2023, the customer must be an Australian citizen on the:

• date they became the primary carer of the child until the end of the PPL period, and/or
• date of any claimed Flexible PPL days

DAP - the customer must be an Australian citizen on the DAP period start date

Is the customer an Australian citizen?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A, PPL and DAP:
• 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

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

To be considered the holder or former holder of a Special Category Visa 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 - all PPL claimants for children born or adopted on or after 1 July 2023, and Primary claimants for children born or adopted before 1 July 2023, the customer must hold or have held the visa on the child’s:

• date of birth, or
• entry into care

PPL - Secondary claimants for children born or adopted before 1 July 2023, the customer must hold or have held the visa on the:

• date they became the primary carer of the child until the end of the PPL period, and/or
• date of any claimed Flexible PPL days

Note: payment cannot be transferred if a primary claimant is still serving their NARWP on or after their child's date of birth or entry into care.

DAP - the customer must hold or have held the visa on the DAP period start date

Is the customer the holder or former holder of a Special Category Visa subclass 444?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A, PPL and DAP:
• 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

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 - all PPL claimants for children born or adopted on or after 1 July 2023, and Primary claimants for children born or adopted before 1 July 2023, the customer must hold or have held a refugee visa on the child’s:

• date of birth, or
• entry into care

PPL - Secondary claimants for children born or adopted before 1 July 2023, the customer must hold or have held a refugee visa on the:

• date they became the primary carer of the child until the end of the PPL period, and/or
• date of any claimed Flexible PPL days

Note: payment cannot be transferred if a primary claimant is still serving their NARWP on or after their child's date of birth or entry into care.

DAP - the customer must hold or have held a refugee visa on the DAP period start date

Is the customer a refugee or former refugee?

• Yes, they are exempt from the NARWP and meet the residence requirements for FTB Part A, PPL and DAP:
• 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

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

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

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 - all PPL claimants for children born or adopted on or after 1 July 2023, and Primary claimants for children born or adopted before 1 July 2023, the customer must hold a visa subclass 115, 117, 835 or 837 on the child’s:

• date of birth, or
• entry into care

PPL - Secondary claimants for children born or adopted before 1 July 2023, the customer must hold a visa subclass 115, 117, 835 or 837 on the:

• date they became the primary carer of the child until the end of the PPL period, and/or
• date of any claimed Flexible PPL days

Note: payment cannot be transferred if a primary claimant is still serving their NARWP on or after their child's date of birth or entry into care.

DAP - the customer must hold a visa subclass 115, 117, 835 or 837 on the DAP period start date

Is the customer a holder of visa subclass 115, 117, 835 or 837?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A, PPL and DAP:
• 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 and DAP claims, go to Step 6

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

An automatic exemption to the NARWP for FTB part A applies to customer’s who hold a Pacific Engagement (subclass 192) visa.

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

Is the customer the holder of visa subclass 192?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A:
• 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) (coded as 787)

Note: there are different reasons for the issue of a CJSV (subclass ZB 951). If the customer was the former holder of a CJSV (subclass ZB 951), refer the claim to the Special Benefit Level 2 Policy Helpdesk before proceeding. This will ensure the customer held the correct visa for payment. The customer is only qualified when it is issued specifically in relation to an offence of trafficking in persons, slavery or slavery-like practices. The Resources page contains information about how to submit an enquiry to the Special Benefit Level 2 Policy Helpdesk.

To be considered the holder or former holder of one of the above visa’s 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 - all PPL claimants for children born or adopted on or after 1 July 2023, and Primary claimants for children born or adopted before 1 July 2023, the customer must hold or have held the visa on the child’s:

• date of birth, or
• entry into care

PPL - Secondary claimants for children born or adopted before 1 July 2023, the customer must hold or have held the visa on the:

• date they became the primary carer of the child until the end of the PPL period, and/or
• date of any claimed Flexible PPL days

Note: payment cannot be transferred if a primary claimant is still serving their NARWP on or after their child's date of birth or entry into care.

DAP - the customer must hold or have held the visa on the DAP period start date

Is the customer a holder of one of the above visa’s?

• Yes, they are exempt from the NARWP and they meet the residence requirements for FTB Part A, PPL and DAP:
• 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, PPL or DAP.

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, PPL and DAP:
• 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 and DAP claims, go to Step 9

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

Did 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 1 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 and DAP)

Check for NARWP start and projected end dates:

• FTB - go to the FTB NARWP Explanation (FTBNEX) screen in Customer First
• PPL/DAP - go to the PPL/DAP 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 – for all PPL claimants for children born or adopted on or after 1 July 2023, and Primary claimants for children born or adopted before 1 July 2023, is at least 104 weeks before the child's:

• date of birth, or
• entry into care

PPL – for Secondary claimants is at least 104 weeks before the PPL start date, for children born or adopted before 1 July 2023
Note: payment cannot be transferred if a primary claimant is still serving their NARWP on or after their child's date of birth or entry to care

DAP – is at least 104 weeks before the DAP period start date

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 and DAP claims:
• They have served the NARWP for that child and they meet the residence requirements for PPL and DAP
• 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 the purposes of a NARWP exemption, family members include the following:

• Partner of the person
• 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

A customer is exempt from the NARWP if they were the family member of a 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 - all PPL claimants for children born or adopted on or after 1 July 2023 and Primary claimants for children born or adopted before 1 July 2023:

• on the child's date of birth or entry into care, or
• when the refugee died (if the refugee has died since arrival in Australia)

PPL - Secondary claimants for children born or adopted before 1 July 2023:

• on the day they became the primary carer of the child
• when the refugee died (if the refugee has died since arrival in Australia)

DAP

• On their DAP period start date
• When the refugee died (if the refugee has died since arrival in Australia)

Note: if the arrived relative is now an Australian citizen, they are no longer considered a refugee (they are a former refugee).

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, PPL and DAP:
• Once the claim is fully coded, refer the case to CIS for exemption coding
• 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, PPL, DAP or CDA, 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 an exemption from the NARWP, the customer is deemed to be in receipt of a social security benefit, social security pension, FHA, PPL or DAP 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 or entry into care and for every day until the day before the PPL start date (including where the start date is the child’s date of birth or entry into care)

DAP - on the day before their DAP period start date

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

• 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
• For PPL/DAP, the customer is not required to serve the NARWP to be eligible for the PPL period and any connected Flexible PPL days for children born or adopted before 1 July 2023. Encourage these customers to connect all of their Flexible PPL days to their PPL period. For any Flexible PPL days, the customer's residence will be assessed on the day before the date they want to access them
• 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 52 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 - For children born or adopted on or after 1 July 2023, father and partner payability is no longer dependent on the birth mother having served, or being exempt from the NARWP.

To be eligible for the PPL period PPL claimants must complete the NARWP before their child's birth or entry to care to meet residence requirements.

To be eligible for a PPL day, the customer must:

• satisfy the residence requirements on the date of birth or adoption of the child, and
• have completed the NARWP the day before their nominated PPL day

For children born or adopted before 1 July 2023, payment cannot be transferred to a secondary claimant if a primary claimant is still serving their NARWP on or after their child's date of birth or entry into care.

For claimants who are Australian residents, the end date of the NARWP is calculated and recorded on the PPL/DAP 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.

FTB/PPL/DAP - 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.

If the claim is PPL or DAP 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 payable 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.