New claim for Crisis Payment for humanitarian entrants newly arrived in Australia 003-07030050

To qualify for CrP-HUM a person must:

• meet basic eligibility criteria for CrP
• be a holder of a qualifying humanitarian visa for Crisis Payment
• make a claim within 7 days of arriving for the first time in Australia on a qualifying humanitarian visa

CrP-HUM claims can be made via the following channels:

• Online claim in Centrelink Online Services through myGov, by making the following selections:
• Make a Claim
• Crisis Payments
• Apply for Extreme Circumstances
• Assisted Customer Claim (ACC)

A claim for Refugee, Humanitarian or Protection Visa (SS415) can be used as an intent to claim. Specialist National Refugee servicing team Service Officers will make an outbound contact to complete CrP-HUM claim as an ACC.

See Refugee entrant service offer for more details.

Humanitarian entrants who qualify for CrP-HUM during the new claim process, are also entitled to a hardship advance of the first instalment of their social security pension or social security benefit payment. This should be offered to all customers when their social security payment is processed.

Customers must be informed of recovery arrangements, the impact on their next payment and other service delivery options before making an informed decision about whether to take the advance. This early payment will be recovered from the first ordinary instalment of their social security pension or social security benefit.

Because of the urgent nature of CrP claims, the preferred payment method is Priority Direct Credit (PDC).

If a customer has not requested an explanation or applied for a formal review of a decision, Service Officers should consider the new information being supplied to determine if the claim outcome can be reassessed and will result a favourable decision.

See Reviewing and reassessing Crisis Payment (CrP).

If a customer indicates they do not agree with a decision, check if they want an explanation or a formal review. If a customer applies for an explanation or a formal review, record the request.

If a customer asks about further help tell them about external support services that may help.