New claim for Crisis Payment after customer released from prison or psychiatric confinement 003-07030030

A customer released from custody may contact Services Australia to discuss a claim for CrP-PRI.

If the customer:

• asks about claiming CrP-PRI, go to Step 2
• asks about a submitted claim, go to Step 10
• disagrees with a recent decision, go to Step 9
• tried to lodge an online claim, but could not complete it, go to Step 2
• lodged a claim that has been allocated for processing, see Table 2

If a customer has not yet claimed CrP-PRI and has been released from custody, discuss:

• CrP-PRI eligibility
• claiming options
• evidence requirements

Does the customer want to claim CrP-PRI now?

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

Do not start a claim for CrP-PRI when the customer:

• says they do not want to claim
• has incorrectly asked about CrP-PRI

Customers may decide to claim later. In all cases where the CrP-PRI is not made immediately:

• tell the customer there are no review or appeal rights, as a claim is not made
• record the customer’s intent to claim a CrP-PRI using Fast Note: Select Auto text, use Emergency > Claim > CrP Intent to Claim
• ask the customer if they would like to test their eligibility for an Urgent Payment or Advance Payment

For more help, use the appropriate escalation method

Procedure ends here.

To be eligible for CrP-PRI, a customer must be receiving, or be entitled to, one of the following:

• social security benefit
• social security pension
• ABSTUDY (ABY) Living Allowance

If the customer is not currently receiving a payment, check if they have submitted a claim for social security pension, a social security benefit or ABSTUDY Living Allowance claims.

Customers may have received payments before being in custody and had their payments suspended (SUS-IMP). Restore these payments.

Is the customer getting, or have they made a new claim for, a social security pension, a social security benefit, or ABSTUDY Living Allowance?

• Yes, go to Step 7
• No, and the customer:
• received payment before being in custody and had their payment suspended (SUS-IMP), go to Step 6
• did not receive payments or have their payments suspended, go to Step 5

Some customer’s payments may have been cancelled for failing to report (CAN/FRP) since admission to custody. Contact a F2F Incarcerated customer Service Officer.

Otherwise, tell the customer to submit claims online for:

• a social security pension, benefit or ABSTUDY Living Allowance on the day of contact, see Payment and Service Finder
• CrP-PRI, after they have submitted the first claim

If the customer is unable or unsuitable to complete an online claim, offer an Assisted Customer Claim (ACC).

If the customer is claiming online, record an intent to claim using the Crisis Payment - Intent to claim Fast Note. Select Auto text, use Emergency > Claim > CrP Intent to Claim.

CrP-PRI claim cannot be granted on a date before a social security pension, benefit or ABSTUDY Living Allowance claim. It will be rejected with an NQP - no qualifying payment reason.

Has an ACC been submitted for the social security pension, benefit or ABSTUDY Living Allowance?

• Yes, go to Step 7
• No, procedure ends here

Customers released from prison who had payments suspended may be eligible to have their payment restored.

Confirm custody details

Check DL/Notes for the admission and/or release DOC.

Check Documents for evidence. Make sure it:

• contains the relevant information
• does not appear to be altered

If confirmation is needed, see the Confirming admission and release instructions for the relevant state or territory Corrective Services.

For more details, see:

• Centrelink service standards and procedures for pre-release and post-release prison customers
• Confirming prison admission and release dates

Determine if a customer’s payment can be restored after their custody details are confirmed. See Restoration of payments (CLK). Instructions for restoring the relevant payment are in individual files.

Has the social security pension, social security benefit or ABSTUDY Living Allowance been restored?

• Yes, go to Step 7
• No, restore payment according to relevant payment instructions, go to Step 7

• Open ACC from the desktop
• Enter the Customer Reference Number (CRN) and select Go
• Select Make a claim
• Go to the Crisis Payments tab
• Select Apply for Crisis Payment for Release from Prison or Psychiatric Confinement
• Read the questions to the customer and select their answers
• If the system streams the Service Officer out of the claim because the customer does not meet one of the eligibility criteria, a claim will not be submitted. If this is the case:
• record the customer’s intent to claim in Customer First using the Fast Note, select Auto text, use Emergency > Claim > CrP Intent to Claim
• give the customer more help and support if needed
• if the customer insists on claiming, issue a Claim for Crisis Payment Release from Prison or Psychiatric Confinement (SU508)
• procedure ends here
• Tell the customer that for financial hardship, liquid assets such as shares will also be assessed.
• Check all information is correct on the Review your claim page.
• To correct any answers, select Update in the relevant section.
• Otherwise, continue Claim Declaration, Acknowledgement and evidence requirements
• Select the My obligations hyperlink at the bottom of the Review page
• Read the Declaration and Acknowledgement to the customer
• Ask them if they understand and agree to the terms in the Declaration and Acknowledgement
• If the hyperlink is unavailable, see the Resources page for a copy of the Online claim declaration text
• Select the check boxes if the customer accepts
• Select Confirm Information

The ACC will remain in Draft status until the customer or Service Officer submits the claim.

Depending on their answers, the system may ask customers to supply evidence of release from custody.

Mark evidence as received to allow for ACC submission when evidence has either:

• been provided, verified, or not required
• been verified by the Face-to-Face Incarcerated Customer Servicing team

If the required documents cannot be provided, tell the customer to:

• upload the information and verification documents
• submit the claim online

If the Service Officer completing the ACC is suitably skilled to process CrP-PRI and the claim can be completed, process the CrP-PRI immediately.

Can the CrP-PRI claim be processed immediately?

• Yes, see Table 2 Step 3
• No, the Service Officer is not suitably skilled, see Table 2 Step 3

Customers may contact the agency after a CrP-PRI claim has been rejected to:

• Discuss the decision
• Ask for an explanation
• Ask for a formal review of decision
• Provide outstanding evidence/documents

Only reindex a claim if the original decision has been Set Aside after an explanation or formal review.

Discuss the rejection reason with the customer.

Does the customer want an explanation, including reassessment of the claim, or a formal review of decision?

• Yes:
• Go to Initial contact about a decision and the review of decision process
• Procedure ends here
• No:
• Document the discussion. See Online Document Recording (ODR)
• Procedure ends here

If a customer is contacting the agency about withdrawing a claim, see Withdrawal of claims.

Review the Progress of Claim Notes on DL/Notes, scanned documents and claim for outstanding information.

If confirmation of custody details are needed, contact the relevant Confirming admission and release team in the state and territory Corrective Services.

For more information, see Centrelink service standards and procedures for pre-release and post-release prison customers and Confirming prison admission and release dates.

If the Service Officer is suitably skilled to process CrP-PRI and the claim can be completed, process the CrP-PRI.

Is the CrP-PRI claim ready to process?

• Yes, see Table 2 Step 3
• No, the Service Officer is not suitably skilled, see Table 2 Step 3

Workload Management allocates CrP-PRI claims to processing Service Officers.

If a manual search with a Customer Reference Number (CRN) or Claim ID is needed, in Process Direct:

• Select the Inbox tile
• Enter CRN or Claim ID
• Select Go
• The customer’s CrP-PRI online claim should appear in the Work Items table
• Select the CrP-PRI claim

From the Transaction Summary (TS) screen select:

• to view the claim summary
• to display the icons and check information relevant to the claim, including:
• Tasks
• Notes
• Known relationships
• Documents to view documents given by the customer

Check Benefit Status and Benefit History to determine the status of any current or previous social security pension, benefit or ABSTUDY Living Allowance payments. They can be one of:

• Current
• Suspended
• Cancelled

Check DL/Notes for:

• admission and release DOCs
• a claim for a social security pension, benefit or ABSTUDY Living Allowance
• whether the customer has previously been paid CrP-PRI for the same circumstance

Check Documents for evidence. Make sure it:

• contains the relevant information
• does not appear to be altered

If confirmation of custody is needed, see the Confirming admission and release instructions for the relevant state and territory Corrective Service.

For more details, see:

• Centrelink service standards and procedures for pre-release and post-release prison customers
• Confirming prison admission and release dates

A social security pension, benefit or ABSTUDY Living Allowance is not payable to a person who:

• has been charged with a criminal offence
• is in prison or a psychiatric institution

Note: CrP-PRI is not payable if the customer is released from prison later than originally scheduled. See Resources for examples.

Has a claim been granted or payment restored in the last 21 days?

• Yes, and:
• the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• the Service Officer is not suitably skilled to process CrP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• No, and payment:
• is currently suspended (SUS-IMP), see Restoration of payments (CLK)
• is cancelled-failed to report (CAN/FRP), contact the relevant team for advice and appropriate action. See Incarcerated customer directory
• No, and payment is cancelled for any other reason:
• handoff to have immediate claim completed. Include request for a CrP-PRI claim status change to In Process, once claim is complete
• Hold the claim for one day
• update the CrP-PRI claim Progress of Claim DOC to state awaiting claim processing
• Procedure ends here
• No, and payment has not been suspended or cancelled, go to Step 5

Customers may have their payments restored after a specific period of suspension:

• 13 weeks for most social security pensions or benefits
• 15 weeks for ABSTUDY Living Allowance
• 2 years for Disability Support Pension

Note: Parenting Payment Partnered (PPP) cannot be suspended.

For more details, see Suspension of payments (CLK).

If a customer’s payment was not cancelled or suspended while they were in custody, confirmation of the custody period is needed.

Has the period in custody been confirmed?

• Yes, and the time in custody is less than the applicable suspension time, except PPP:
• contact the customer. Tell them their payment will be suspended from the day after their custody started, and restored from the day of release
• suspend the payment from the day after their custody started
• restore the payment from the day of release
• if the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• if the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• Yes, and the time in custody is more than the applicable suspension time or the customer is current on PPP:
• Contact the customer. Tell them their payment will be cancelled from the day after their prison term started, and to lodge a new claim
• Cancel the payment from the day after their custody started
• Offer Assisted Customer Claim (ACC) for a social security pension, benefit or ABSTUDY Living Allowance
• If the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• If the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• No:
• If the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• If the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here

• Select Process. Not selecting Process will result in errors
• The Task Selector will show pre-selected tasks:
• PRI - Crisis Payment for Prison Release
• SVS - Savings Summary
• Select PAS - Payment Destination Details
• Select Next

The claim collects the details for the CrP-PRI circumstances. The questionnaire includes information entered in the claim

• If the screen does not appear in the claim flow, use the Super Key to go to the CRISIS_PRI screen
• Confirm the recorded details match the claim and/or evidence provided:
• select Save
• select Next

• If payment destination details are already recorded, check they match the claim
• If payment destination details are not recorded, update PAS details. For more details, see Changing payment destination
• Select Next

Evidence to determine financial hardship may be requested where there is doubt about the validity of the information in the claim.

If evidence is needed, document the Progress of claim and/or Grant/Reject DOC.

The system automatically assesses liquid assets already recorded such as shares and bonds. Once provisional claim data has been confirmed and a grant or reject outcome is displaying on the Entitlements (ELD) screen, the CRISIS_PS screen will show the customer's:

• total liquid assets at the time the claim was lodged
• liquid asset threshold (the maximum amount of liquid assets a customer can have to be considered in severe financial hardship)

If needed, complete any updates on SVS and SVDI. For more details, see Coding income and assets for Centrelink payments and services.

Service Officers must document the Progress of claim whether evidence of financial hardship is required.

Select Next.

Go to Table 4.

Workload Management allocates CrP-PRI claims to processing Service Officers.

If a customer has submitted a paper claim, an SOA shell creates automatically. Transfer claim answers to the SOA shell and add a new row to CRISIS_PRI.

If a manual search with a Customer Reference Number (CRN) or Claim ID is needed, in Process Direct:

• Select Inbox
• Enter CRN or Claim ID
• Select Go
• The customer’s CrP-PRI claim should appear in the Work Items table
• Select the CrP-PRI claim

From the Transaction Summary (TS) screen:

• Select to display the icons and check information relevant to the claim, including:
• Tasks
• Notes
• Known relationships
• Documents – to view documents the customer provided
• Select the Claim for Crisis Payment Release from Prison or Psychiatric Confinement (SU508) form
• Check that the:
• customer has completed all answers and signed the claim. For more details, see Claim lodgement of Centrelink claims
• DOR is the date Services Australia received the claim

Check Benefit Status and Benefit History to determine the status of any current or previous social security pension, benefit or ABSTUDY Living Allowance payment, They can be one of:

• Current
• Suspended
• Cancelled

Check DL/Notes for:

• admission and release DOCs are present
• a claim for a social security pension, benefit or ABSTUDY Living Allowance
• Whether the customer has previously been paid CrP-PRI for the same circumstance

Check Documents for evidence. Make sure it:

• contains the relevant information
• does not appear to be altered

If confirmation of custody is needed, see the Confirming admission and release instructions in the relevant state and territory Corrective Service.

For more details, see

• Centrelink service standards and procedures for pre-release and post-release prison customers
• Confirming prison admission and release dates.

A social security pension, benefit or ABSTUDY Living Allowance is not payable to a person who:

• has been charged with a criminal offence
• is in prison or a psychiatric institution

Note: CrP-PRI is not payable if the customer is released from prison later than originally scheduled. See Resources for examples.

Has a claim been granted or payment restored in the last 21 days?

• Yes,
• and the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• and the Service Officer is not suitably skilled to process CrP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• No, and payment:
• is currently suspended (SUS-IMP), see Restoration of payments (CLK)
• is cancelled-failed to report (CAN/FRP), contact relevant Incarcerated customer directory team for advice
• No, and payment is cancelled for any other reason:
• handoff to have immediate claim completed. Include request for a CrP-PRI claim status change to In Process, once claim is complete
• Hold the claim for one day
• update the CrP-PRI claim Progress of Claim DOC to state awaiting claim processing
• Procedure ends here
• No, and payment has not been suspended or cancelled, go to Step 5

Customers may have their payments restored after a specific period or suspension:

• 13 weeks for most social security pension or benefit
• 15 weeks for ABSTUDY Living Allowance
• 2 years for Disability Support Pension

Note: Parenting Payment Partnered (PPP) cannot be suspended.

For more details, see Suspension of payments (CLK).

If a customer’s payment was not cancelled or suspended while they were in custody, a warning appears on ELD. Confirmation of the custody period is needed.

Has the period in custody been confirmed?

• Yes, and the time in custody is less than the applicable suspension time, except PPP:
• contact the customer. Tell them their payment will be suspended from the day after their custody started, and restored from the day of release
• suspend the payment from the day after their custody started
• restore the payment from the day of release
• If the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• If the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• Yes, and the time in custody is more than the applicable suspension time or the customer is current on PPP:
• contact the customer. Tell them their payment will be cancelled from the day after their prison term started, and to lodge a new claim
• cancel the payment from the day after their custody started
• offer Assisted Customer Claim (ACC) for a social security pension, benefit or ABSTUDY Living Allowance
• If the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• If the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here
• No:
• If the Service Officer is suitably skilled to process CrP-PRI, go to Step 6
• If the Service Officer is not suitably skilled to process CRP-PRI, the claim will be allocated to a suitably skilled Service Officer. Procedure ends here

• Select Process. Not selecting Process will result in errors.
• The Task Selector will show pre-selecting tasks:
• PRI - Crisis Payment for Prison Release
• SVS - Savings Summary
• Select PAS - Payment Destination Details
• Select Next

Transfer information from the paper claim to the Crisis Payment Questionnaire:

Create a new row by selecting Add.

Has the information in the paper claim been verified?

• Yes,
• Select Yes in Prison or Psych Confinement for 14 days or more
• Insert Actual Release date (dd/mm/yyyy)
• Insert Prisoner ID (or MIN number)
• Insert Name of Facility
• Select Save
• Select Next
• Go to Step 8
• No, customer is not eligible:
• Select No in Prison or Psych Confinement for 14 days or more
• Insert Actual Release date (dd/mm/yyyy), if provided
• Insert Prisoner ID (or MIN number), if provided
• Insert Name of Facility, if provided
• Select Save
• Select Next
• Go to Step 8

• If payment destination details are already recorded, check they match the claim
• If payment destination details are not recorded, update PAS details. For more details, see Changing payment destination
• Select Next

Evidence to determine financial hardship may be requested where there is doubt about the validity of the information in the claim.

If evidence is needed, document the Progress of claim and/or Grant/Reject DOC.

The system automatically assesses liquid assets already recorded such as shares and bonds. Once provisional claim data has been confirmed and a grant or reject outcome is displaying on the Entitlements (ELD) screen, the CRISIS_PS screen will show the customer's:

• total liquid assets at the time the claim was lodged
• liquid asset threshold (the maximum amount of liquid assets a customer can have to be considered in severe financial hardship)

If needed, complete any updates on SVS and SVDI. For more details, see Coding income and assets for Centrelink payments and services.

Service Officers must document the Progress of claim whether evidence of financial hardship is required.

Select Next.

Go to Table 4.

The customer must be inside Australia and living in Australia on the date of claim to be granted a CrP-PRI.

The system will check if the customer is recorded as being outside Australia or living in another country. If so, it will show ‘SR598 - Customer may not be in Australia’

If this warning shows:

• Check the Travel Outside Australia (TOAS) screen to see if the customer is outside Australia. Refresh the immigration datalink.
• If the record shows they are outside Australia, but the Service Officer believes they are in Australia, see Activating the Department of Home Affairs datalink and contingency procedures if datalink is unavailable
• Check Country of Residence (CRES) screen to see if the customer is living in Australia:
• if the information should be updated, see Coding the Country of Residence (CRES) screen

Was the customer in Australia when the claim was lodged?

• Yes, go to Step 2
• No, the customer is not eligible. Reject the claim:
• Use the Super Key to go to the CRISIS_PRI screen
• Select Edit
• Update the Manual rejection field to NIA - Not in Australia
• Select Save then Next
• Go to Step 5

A customer must contact Centrelink within 7 days of the date of release from prison or psychiatric confinement.

After the initial contact, the customer must lodge the claim within 14 days. See Contact requirements for Crisis Payment (CrP).

If the customer lodges the claim between 8 and 21 days after the event date, the following warning will display:

'SR623 - Prison Actual Release date is between 8-21 days, check contact date'

Note: the event date is considered to be Day 0.

When was the CrP-PRI claim lodged?

• Within 7 days after event date, go to Step 4
• Within 8-21 days after the event date (SR612 warning message displays), go to Step 3
• 22 days or later after event date, the customer is not eligible:
• The system will show the rejection reason LOD on the ELD screen
• Go to Step 5

See Resources for examples.

Check Notes for any contact about a Crisis Payment, or seeking a payment or concession card, within 7 days of the date of the circumstance (event).

If there is a record of contact, then the customer satisfies the contact requirements for the CrP-PRI claim. Deemed provisions apply to this claim. See Contact requirements for Crisis Payment (CrP).

Did the customer contact the agency within 7 days of the circumstances (event) date?

• Yes,
• Use the Super Key to go to the CRISIS_PRI screen
• Select Yes in Override LOD rejection field
• Select Save
• Select Next
• Go to Step 4
• No, the customer is not eligible
• The system will display rejection reason LOD – Claim not lodged within required period on the ELD screen
• Go to Step 5

The customer must have spent 14 or more days in prison or psychiatric confinement. The customer must have been charged with committing an offence.

Note: customers who have been in psychiatric confinement but have not been charged with committing an offence are not eligible for CrP-PRI.

If the details cannot be confirmed on the customers record and/or the release documents supplied are not clear:

• see the relevant state or territory’s Confirming admission and release instructions
• confirm custody period and specific dates
• check the customer did not receive a CrP-PRI in the 14 days before the event date on the CRISIS_PS screen

Is there confirmation the customer was in custody for 14 days or more because they were charged with committing an offence?

• Yes, go to Step 5
• No, the customer is not eligible. Reject the claim:
• Use the Super Key to go to the Crisis_PRI screen.
• Select Edit
• Update the Manual rejection field to L14 - Period of imprisonment is less than fourteen (14) days
• Select Save
• Select Next
• Go to Step 5

Once the provisional data has been entered, select Assess.

The Entitlement (ELD) screen will display the outcome of the claim.

Is the correct outcome reflected?

Yes, and:

• the claim is REJ-NQP - Not receiving a qualifying payment, go to Step 6
• for all other claims, go to Step 7

No:

• Use Super Key to go to the CRISIS_PRI screen
• Check all data is entered correctly
• Where a manual grant or rejection is required: update either the Manual Rejection reason or Manual Grant indicator field. See the Resources page for a list of rejection codes and reasons
• Select Save
• Select Next
• Select Assess
• Go to Step 12

Determine if a claim for a social security pension, social security benefit or ABSTUDY Living Allowance is pending processing.

Is there a claim pending processing?

• Yes:
• Handoff to have urgent claim completed including request for CrP-PRI claim status to be changed to In Process once claim is complete
• Hold the claim for one day
• Update the CrP-PRI claim Progress of Claim DOC to state awaiting claim
• Procedure ends here
• No, there is no pending claim. The customer is not eligible for CrP-PRI:
• The system will display rejection reason NQP on the ELD screen
• Go to Step 7

When the CrP-PRI claim outcome is displaying correctly as:

• Grant, go to Step 9
• Reject, go to Step 8

Make genuine attempts to contact the customer to tell them the rejection reason.

If the customer has clearly tried to deceive the agency to get CrP-PRI, contact is not needed.

Do not contact the customer to ask for more information if they did not provide verifiable evidence.

If customer contact is successful, tell the customer the decision. Go to Step 9

If customer contact is not successful:

• after the first attempt:
• Place claim on hold to allocate on the next business day
• Procedure ends here
• after the second attempt, go to Step 9

A decision letter will be sent unless the customer has concerns for their safety if a letter is sent.

Before inhibiting the letter, staff must:

• clearly explain the outcome and their appeal rights
• document the record;
• the customer has been advised verbally of the outcome and their appeal rights
• reason for inhibiting the letter is due to safety; and
• the customer has acknowledged a letter will not be sent to them

If this has not occurred, the letter cannot be inhibited.

If the letter to the customer is to be inhibited:

• Go to the ASC screen
• In Letter Action select Inhibit Letter

Once the claim is assessing correctly and all updates applied:

• Select Finish
• If the claim is selected for QMA;
• annotate the Progress of Claim DOC with any additional instructions required
  ‘Crisis Payment must be paid via NPP - QMO to action after grant’
  ‘QMO to inhibit letter advice to customer on ASC’
• request urgent QMA completion, see Urgent QMA process for Smart Centres, Face to Face Services and Service Delivery Partners
• procedure ends here
• Review the pre-populated Claim Finalisation DOC and add any additional information if required
• Select Finalise

If the CrP-PRI claim outcome is a:

• Grant, and the customer:
• has a Public Trustee as a payment nominee, go to Step 10
• does not have a payment nominee, go to Step 11
• Reject, go to Step 12

If the customer's payments are directed to a payment nominee and the customer is unable to access funds from the Public Trustee on the day, contact the State/Public Trustee.

• Ask the State/Public Trustee if they are able to advance the customer funds:
• If the State/Public Trustee can advance the customer funds, tell the customer
• If the State/Public Trustee cannot advance the customer funds but grants approval to deposit CrP directly into the customer's account, take note of the approving officer's name
• If payment is to be made to the State/Public Trustee, the Org Service Contact Details (OSCD) screen provides contact details for the organisation, or see Public Trustee offices
• If the customer has been released from prison and needs payment that day, nominee details do not need to change. Payment can be made by the New Payments Platform (NPP), Real Time Gross Settlement (RTGS) or Electronic Benefits Transfer (EBT).
• If the customer has been released on another day, the payment nominee details have to be adjusted
• Note details of the organisation from the customer's record
• Run the Nominee Action script to end the payment nominee details
• Deliver an immediate payment by their preferred method of payment

Run the Nominee Action script to reinstate the payment nominee details.

Some manual intervention will be needed when starting a nominee arrangement with the same nominee on the same day. As the system will recognise the same payment destination, select [Enter] through the payment destination linking process, and then press OK.

If the nominee arrangement cannot be re-recorded the same day, create a DOC with the action still required including organisation details and nominee password. In Customer First, create a manual review on the Review Registration (RVR) screen and complete the fields as follows:

• Service Reason: customer's payment type
• Review Reason: select most appropriate reason
• Due Date: next business day
• Source: INT
• Date of Receipt: today's date
• Notes: 'Payment nominee details were ended to deliver immediate payment. Re-record nominee arrangement as per 003-07030040. See DOC dated xx/xx/20xx.'
• Keywords: CPENDNOM
• Workgroup: leave blank
• Position: leave blank
• Transfer to Region: leave blank

The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action.

Go to Step 11.

Use the New Payments Platform (NPP) to pay the customer.

If NPP is unavailable, make payment by Real Time Gross Settlement (RTGS).

Use direct credit if neither NPP nor RTGS is available. Only consider an EBT card if these options are unavailable.

For Farm Household Assistance (FHA) customers:

• Approval of the customer's Social Service Plan (SSP) must be done before paying the Crisis Payment
• The system will automatically approve this within 15 minutes
• To check if the SSP has been approved, see Navigate to SSP
• Once approved, pay the Crisis Payment using RTGS

Otherwise, the payment will be directly credited the following business day.

Go to Step 12.

Some other considerations for customers released from custody include:

• Hardship Advance
• deferring their debt recovery
• reducing or suspending advance payment repayments
• granting a temporary exemption from mutual obligations
• Centrepay
• vulnerability indicators

For more details, see Centrelink service standards and procedures for pre-release and post-release prison customers.