Verifying income and assets 108-04020030

Verification is checking that information provided by the customer is true and accurate. The information provided is checked against supporting documents.

Supporting documents may be required:

• for verification purposes
• to help with coding an income or asset, or
• if the delegate has doubts about the accuracy of the information provided by the customer or their partner

Income and asset details supplied as part of a new claim may require verification to ensure that the information provided by the customer is true and accurate. This is done by checking the details provided are accurate and supported by documentation.

The requirement to verify income and asset details is determined by the payment status of the customer and/or their partner.

Note: verification of bank account balances is not required for new claims, with the exception of Special Benefit (SpB).

Only request verification if the customer had a previous claim rejected and has had a change in circumstances. See Requesting information (CLK).

For details of when to request further bank account information/balances, see Processing JobSeeker Payment (JSP) claims.

For new claims, the delegate must be satisfied the supporting documents provided reflect the overall financial position the customer has declared in the claim.

A customer may notify of a change in income or assets after claim submission and prior to determination. The change is treated as if the customer and/or partner are current on an income support payment or service.

For customers claiming a payment that is subject to the Liquid Asset Waiting Period (LAWP) and when the LAWP is to be applied, staff must accept information provided in the claim as true and correct.

Customers do not need to provide verification and staff should not request it, unless:

• there is doubt about the validity of the information provided in the claim, and the Service Officer anticipates a different claim outcome
• the balances declared in the claim indicate the customer may be experiencing severe financial hardship

See Liquid Assets Waiting Period (LAWP) to determine the LAWP commencement date.

Customers are required to notify Services Australia within 14 days of any changes to their or their partner's income and assets if in receipt of a:

• means tested income support payment or service (for example, aged care recipients)
• concession card with an income qualification limit

Any claim processed outside of 14 days that was a complete claim at lodgement, does not need any further verification unless supporting documentation requirements exist.

For asset changes, customers are only required to notify the agency if the changes exceed the small change to asset value thresholds.

Income and Asset verification is only mandatory if:

• the customer or partner are advising of new financial information that requires verification, see Documents required for Centrelink new claims
• the delegate has doubts about the accuracy of the information provided by the customer

Superannuation details of the customer and/or their partner must be verified at Age Pension age. The partner's superannuation becomes assessable when they reach Age Pension age, even if they are not getting a payment.

Note: some superannuation investments may be eligible for an exemption. See Exempting superannuation investments.

For changes in circumstances, such as an update to an existing bank account or a new bank account, verification is:

• not required for a customer or their partner if they are currently receiving a payment, and
• the change does not exceed the online asset threshold limit

Note: while the delegate may determine that verification is not required for a circumstance update, supporting documents may be needed to help with coding the information, for example, a Centrelink income stream schedule or foreign pension.

For more information, see Coding income and assets for Centrelink Payments and services.