Immediate payment by payment method Electronic Benefits Transfer (EBT) card 003-10030020

Item

Description

1

Where an EBT card can be used

• An EBT card can be used at any ATM
• EBT cards cannot be used at EFTPOS facilities

2

EBT and ATM direct charging

When issuing the EBT card to the customers, tell them that when they use the ATM to withdraw their cash:

• They are to choose the 'savings' account option. Account types of 'cheque' or 'credit' should not be selected and may result in card errors
• They will be asked to accept or decline the transaction fee. They should accept the charge (that is, answer yes) however it will not be deducted from the balance of the card or from their entitlements. Any fee charged will be met by Services Australia
• The full amount on the card will be available for the customer to withdraw and must be withdrawn in one transaction

Remind customers that EBT cards cannot be used at Electronic Funds Transfer at Point of Sale (EFTPOS) facilities.

Note: this instruction only applies to EBT transactions. When a customer uses an ATM in the course of their everyday banking they may still be subject to the direct charge from the owner of the ATM.

3

EBT card issue amounts

NPP and RTGS enable payments to be delivered to customers immediately, or as close to real time as possible. Customers will also have the flexibility to access the funds as they need, rather than withdrawing the full amount at an ATM in one transaction.

• EBT card issue amounts must be made in multiples of $20 or $50 and must not be for $10 or $30
• Issue amounts must be rounded up to the nearest multiple of $10
• With the remaining balances to be paid via the customer's usual payment method (for example direct credit, NNP or RTGS)
• The upper limit for issue amounts is $1,000
• EBT card payments must be so the customer can meet their immediate needs. but are limited to:
• a maximum of $200 for an urgent payment (early payment of fortnightly entitlement), or
• a maximum of $1,000 if delay is due to Centrelink error

4

EBT card has been found by a member of the public

If an EBT card has been:

• found by a member of the public, they should be told to hand the card into a service centre, or destroy the card by bending it in half and disposing of it
• found and handed in, the card should be recorded in the EBT daily user register, bent in half and disposed of

When notification is received that an EBT card has been found and handed in, the EBT card must be cancelled immediately. Service Officer(s) must manually check the EBT card's balance. If the balance remains, reissue it to the customer via direct credit to the customer's bank account. Note: reissuing the residual balance on the EBT card will automatically cancel the original card.

5

Storage of EBT cards and personal Identification Numbers (PINs)

• EBT cards and the EBT daily issue register should be easily accessible to all officials within the office during business hours
• To help monitor and safeguard EBT cards, they should be stored in a location accessible to staff, but not customers
• EBT cards and PINs must be securely stored overnight in a locked drawer, locked cupboard or safe
• If a PIN has been revealed before being issued, the PIN and associated EBT card must be destroyed by shredding and recording on the EBT daily issue register

6

Monitoring EBT cards

When a Service Officer issues an EBT card and PIN to a customer, the EBT card details must be recorded in the EBT daily issue register.

Managers or service centre officials responsible for EBT cards, must check all issued EBT cards against the EBT daily register.

EBT reports are printed daily in service centres.

Reports can be reprinted up to 3 months after the report date using the mySupport webform - Electronic Benefit Transfer (EBT) card report reprint.

The following information will need to be included in the webform:

• 3 digit office code of the site requesting the reprint
• 3 digit office code of the site from which the EBT card was issued (if request relates to specific card)
• Printer number if the report is to be reprinted
• Date the card/s were issued (if report relates to specific card numbers)
• Date the report was originally printed
• EBT card number and CRN for each card issued on the report

Discrepancy between reports

In the event of a discrepancy, a review of recent EBT transactions must be undertaken. If the discrepancy relates to possible employee misconduct or fraud, the discrepancy will need to be reported to the Internal Fraud team.

Code

Description

Use

ARP

Anticipated Release Payment

Only when coding a customer for an anticipated release from prison.

CEP

CEP 3rd party early release

Not to be used.
Relates to payments to a third party for ABSTUDY or ABSTUDY Pensioner Education Supplement

CNR

Cheque not received
No longer in use

Not to be used.
Centrelink no longer issues payment by cheque

CRI

Crisis Payment

Only when eligible for a Crisis Payment

DEP

Agency/Centrelink/Departmental Delay

When there has been a delay in customer receiving funds due to Centrelink delay.

DNR

Direct Credit not received

When the customer did not receive their funds as expected.

DST

Cheque destroyed or damaged
No longer in use

Not to be used.
Centrelink no longer issues payment by cheque

EBT

EBT card cancelled

When an EBT card has been cancelled and there is a residual balance to be returned to the customer.

ECI

Extraordinary circumstances

When the customer's circumstances significantly exceeds the threshold for the normal grant of an urgent payment.

EXC

Exceptional and unforeseen circumstances

When the customer meets the criteria for exceptional and unforeseen circumstances.

FNL

Funeral expenses

When the customer meets the criteria for expenses associated with a funeral

HAR

SSAA Hardship Advance

When the customer is waiting for first payment and is in Hardship

IMA

Income Management arrears

Staff do not need to use this code.
It is automatically coded when the customer is subject to Income Management

LST

Cheque Lost
No longer in use

Not to be used.
Centrelink no longer issues payment by cheque

REJ

Rejected payment

When a payment has been rejected by the financial institution and needs to be reissued to the customer.

RTN

Returned payment

When a payment has been returned to the agency by a customer, financial institution or third party.

STL

Cheque stolen
No longer in use

Not to be used.
Centrelink no longer issues payment by cheque