Requesting a Tax File Number (TFN) 106-07060020

This procedure does not apply to customers who need a:

• TFN for Commonwealth Seniors Health Card (CSHC)
• TFN for ABSTUDY

See Provision of TFNs for family assistance and Paid Parental Leave scheme payments, if the customer is in receipt of:

• Family assistance
• Paid Parental Leave scheme payment, or
• Child Care Subsidy (CCS)

Family assistance customers may get a TFN override if they are experiencing an urgent or extreme circumstance.

Does the customer have their TFN?

• Yes, and they:
• have previously provided their TFN, go to Step 3
• can provide their TFN, go to Step 6
• are unable to provide their TFN in writing, go to Step 8
• No, they do not have a TFN, go to Step 4

TFN authorisation defaults to 'Yes' if a customer provided their TFN for a previous claim. This will allow the claim to process without auto cancellation for non-provision of a TFN.

Procedure ends here.

Customers may not have applied for a TFN previously, or there may be other circumstances preventing them from providing it with their claim.

If the customer:

• has lost or forgotten their TFN details, go to Step 5
• has not applied for a TFN before, go to Step 7
• is lodging their TFN application with Services Australia, or providing evidence that they have lodged it online, see Table 2
• requires an exemption from providing their TFN, see Table 4. This includes, but is not limited to:
• claimants under 16 years of age
• customer or partner overseas
• customer or partner living in a remote area
• have had a temporary TFN exemption expire, see Table 5
• have had their TFN application returned to Services Australia due to it being incomplete or having insufficient POI, see Table 3

If the customer asks for assistance obtaining their TFN via:

• service centre, they can:
• use an Access Centre Front of House (FoH) phone
• contact the ATO Individual enquiries line to get their TFN, and
• give it in writing to Services Australia
• Smart Centre, advise the customer to:
• contact the ATO Individual enquiries line to get their TFN, and
• give it in writing to Services Australia, or
• request a Tax file number - application or enquiry for individuals (NAT 1432) form or Tax file number application or enquiry for Aboriginal and Torres Strait Islander people (NAT 1589) form from the ATO via the ATO website or phone, and return completed to the ATO or Centrelink Service Centre

Note: the ATO will only automatically pass the TFN to Services Australia if it is a first-time registration. For customers with an existing TFN, the ATO will notify the customer of the TFN. The customer will need to advise the TFN to Services Australia in writing.

See the ATO website for more information.

Did the customer provide their TFN details in writing?

• Yes, key the details. See Table 4
• No, the customer must return the form (NAT 1432 or NAT 1589) within 14 days, see Table 2, Step 3

Customers must provide a TFN in writing when they make a claim. They can:

• upload their TFN online through the Express Plus app or Centrelink Services Online
• include as part of an online claim
• provide in writing to a service centre

For assistance recording a TFN on the customer’s record, see Table 4.

Customers can apply for a TFN using one of the following channels:

• online applications available at ato.gov.au:
• Australian citizens with an Australian passport – myGovID
• Foreign passport holders, permanent migrants, and temporary visitors
• Australian residents without an Australian passport - requires lodgement of POI at an Australia Post office
• paper applications:
• Tax file number – application or enquiry for individuals (NAT 1432), or
• Tax file number – application or enquiry for Aboriginal and Torres Strait Islander people (NAT 1589). Note: the NAT1589 should only be used when an Aboriginal and/or Torres Strait Islander person is unable to provide the required identity documents
• Tax file number – application or enquiry for individuals living outside Australia (NAT 2628). For more details, see Provision of Tax File Number (TFN) for family assistance and Paid Parental Leave scheme payments

The applications can be lodged at:

• Australia post-by completing the online form and attending an interview at a participating Australia Post retail outlet to provide POI documentation
• a service centre - by completing one of the paper applications and lodging at a service centre with required identification

Has the customer or their partner applied for their TFN by one of the above methods?

• Yes:
• online and have now provided their TFN, see Table 4 for coding
• online via IAR and have provided receipt, see Table 2, Step 2
• online and lodged POI with Australia Post, and have provided summary and receipt, see Table 2, Step 2
• by post. Advise them to provide their TFN in writing as soon as possible after they receive their TFN notification from the ATO
• and are attending a service centre to lodge with their POI, see Table 2
• No:
• advise the customer they will need to apply for their TFN, or their claim for payment may be rejected, or
• if due to their circumstances they are unable to get a TFN, see Table 4

Procedure ends here.

If the customer or partner is unable to be provide their TFN in writing:

• Advise the customer to provide a TFN or evidence of a TFN application within 14 days or their payment will stop
• The TFN or evidence of a TFN application can be uploaded online or provided at a service centre
• Record a DOC outlining the discussion
• Issue a written request for the TFN, see Request for Information (RFI) letter
• Place the MFU on hold for 21 days (Allow extra time for mail delivery)

For other situations affecting the customer, contact the Customer Details Helpdesk.

Procedure ends here.

If the customer is lodging, their:

• online application summary and Australia Post receipt, go to Step 2
• Individual Auto Registration (IAR) summary, go to Step 2
• paper TFN application form (NAT 1432 or NAT 1589), go to Step 3

Customers who complete an online TFN application will need to provide evidence of their lodgement.

• should receive their TFN instantly, and will need to provide it in writing

If the ATO website does not provide the TFN due to requiring further processing, a reference number will be provided, see Table 4 for coding.

For customers who have completed an online application and have been to an Australia Post Office to lodge their POI and have the summary and receipt:

• Check the barcode on the Application Summary form. It needs to match the reference number on the Australia Post receipt. For example:
• The Application Summary barcode - 4709 Z E 00000012001 14
• The Australia Post receipt reference no - 00000012001
• Note: the bolded numbers are the numbers that must match. The Resources page contains an example of an Australia Post receipt
• Record details on a DOC, add:
• Application Summary barcode
• Australia Post receipt reference numbers. Note: only record the 'Reference Number' from the receipt. The 'unique reference number' is not traceable by the ATO
• Scan the TFN Application Summary form and Australia Post receipt to customer record

For customers who have completed an IAR and are providing the summary:

• Record details on a DOC, including:
• ATO receipt ID
• Date submitted
• Check the customer has authorised Centrelink to receive their TFN from the ATO and their CRN is correct. If they have answered no, tell them they will need to provide their TFN in writing when they receive it from the ATO
• Scan the IAR summary to customer record

• Record the 'CAT' TFN exemption code (TFN request from ATO) on the TFN screen on the customer's record (excluding family assistance customers). See Table 5 for coding
• The ATO (when authorised by the customer) will provide the customer's TFN within 28 days

Note: the ATO will not receive an online TFN application until at least two business days after the interview at Australia Post.

Procedure ends here.

Check the form thoroughly. Mistakes or omissions made on the form will cause delays in the customer receiving their TFN.

On date of receipt at service centre, check and confirm:

• that all questions have been answered fully
• customer’s details match their identity documents and Centrelink record, i.e. name, date of birth (DOB) and address
• the customer or their representative has signed and dated the form
• they have authorised the release of their TFN to the agency at Question 3

Check the applicant has:

• completed the form in blue or black ink and the writing is within the boxes
• not used whiteout or corrective tape
• signed any corrections

Third party signing application:

• confirm eligibility of parent, guardian or other third party to sign on the applicant’s behalf
• provide suitable linking documents, i.e.: documents showing a link between the applicant and the person signing, e.g. Medicare card, birth certificate
• their TFN or their own supporting documents are provided

For Applications lodged by non-Centrelink customers, Services Australia staff should copy and certify identity documents supplied. The Office Use Only sections below are not required for these applications, go to Step 4.

Office Use Only sections

Date of Birth

• Only if the date of birth is blank, or
• the date given does not match the identity documents provided

Proof of identity certification

If the applicant is:

• over 16 years of age, they need to provide three identity documents. One must be a Primary Document
• under 16 years of age, they need to provide two identity documents. One must be a Primary Document
• having a parent, guardian or other person sign on their behalf, the third party must provide:
• a linking document, i.e. a document which shows a link between the person signing and the applicant, e.g. Medicare card or birth certificate, and
• their own TFN, or
• three supporting documents, one must be a Primary Document

The Resources page has details on ATO POI codes and acceptable documents. Code all documents provided.

Contact the Customer Details Helpdesk for assistance completing the Office Use Only section if required.

Go to Step 4.

Complete all sections with the accepting Service Officer’s details:

• signature
• first and surname printed
• phone number
• applicant’s CRN
• office code
• answer alternative POI question
• office stamp, must be in correct box
• any notes can be included in Notes box (optional)

Note: if any sections are incomplete, it will be returned to the Service Officer by the ATO for correction which will result in delays in payment.

Go to Step 5.

Is the form fully completed, and have all required supporting documents been recorded or copied and certified as required?

• Yes, go to Step 8
• No, if customer is:
• lodging the form with alternative identification, go to Step 6
• lodging the form with insufficient identification, go to Step 7

If the customer is being granted a payment under an Alternative Identity assessment:

• Record the details of all identity documents they provide
• Attach certified copies of all identity documents
• Record the reasons for using Alternative Identity Confirmation in the 'Notes' box. For example, homeless customers
• Give detailed notes in the Notes section of the TFN application
• Confirm contact details are correct
• Advise the customer that the ATO may contact to discuss

The ATO will decide to issue a TFN or not.

Go to Step 8.

If the customer does not have the identity documents the ATO needs, ask if they can provide:

• a recent bank statement with their name and address shown
• bank account card
• student ID card

The ATO accepts bank account card (not credit card) as an acceptable document.

If the customer does not have the required identity documents on them, give the form back to the customer. Tell them to bring the form back with all required identity documents.

The ATO does not have a separate POI process for customers recently released from prison.

Note: for Tax file number - application or enquiry for Aboriginal and Torres Strait Islander people (NAT 1589) form, staff may function as a referee for the customer if they meet all criteria. See Proof of identity reference section on the form. To avoid a conflict of interest, another Service Officer must complete the Office Use Only section.

Go to Step 8.

For Centrelink customers only:

• Record the 'CAT' TFN exemption code (TFN request from ATO) on the TFN screen on the customer's record
• Record details on a DOC including TFN application received and forwarded to the ATO
• Scan the TFN application to the customer's record
• The ATO will provide the TFN within 28 days and will automatically update if this is a first-time registration with the ATO
• If the customer already has a TFN, the ATO will advise of the TFN in writing to the customer

For all applications, on the date of receipt:

• send the original application and certified copies of identity documents to the ATO TFN processing address. For contact details, see Australian Taxation Office (ATO) - tax file numbers

See Table 4.

Note: if there is information or POI details missing, the ATO will return the form to the agency for the customer to be contacted if required, or completion of the missing information in the Office Use Only sections.

Where the customer needs to be contacted for further information or POI:

• Make two genuine attempts to contact the customer by phone and tell them:
• the ATO proof of identity documents required
• to show the correct identity documents at a service centre within 14 days
• DOC the two genuine contact attempts and the result of any successful contact
• If requested by the ATO, send a new:
• Tax file number - application or enquiry for individuals (NAT 1432), or
• Tax file number - application or enquiry for Aboriginal and Torres Strait Islander people (NAT 1589)
• Do not send the returned application form or covering letter to the customer to update
• If unable to contact via phone:
• issue the customer a Request for Information (RFI) letter using the Request for Information guided procedure. Request TFN details within 14 days
• The guided procedure will create a DOC and a review

The customer's claim/payment may reject/cancel if they do not respond within 14 days. New claim reassessment will apply from the date of rejection, if the TFN is supplied within 13 weeks of the rejection notice being sent. See Cancellation of payments.

Note: contact the Customer Details Helpdesk:

• for assistance with TFN applications returned from the ATO, or
• to refer feedback

Do not contact ATO directly.

The agency is responsible for the completion of a TFN application once lodged.

To record a TFN exemption, see Table 4.

Customer provides documents

If the customer provides the ATO proof of identity documents within 14 days, see Table 4.

Note: TFNs are only to be recorded on the TFN screen of the customer's record. Do not record TFNs in a DOC.

For:

• current customers, exemptions, and new claim coding in Customer First, go to Step 2
• exemption coding in Process Direct, go to Step 3
• customers who have been cancelled or suspended due to no TFN and can now be restored, go to Step 4

All customers must provide a TFN to Services Australia unless they have a valid exemption.

Note: exemptions are not applicable to family assistance payments.

Customer TFN

From the TFN screen, code:

• TFN field: Enter TFN. The Auth field will default to 'Y' for the service reason being assessed, or
• Exemption Reason field: the appropriate exemption code. The Auth field will default to 'N' and is protected
• Source field:
• Receipt date field
• Select Continue

DOC update including exemption reason. Complete activity.

Partner TFN

If the customer has a partner, repeat the above steps for their TFN details prior to completing the activity.

Customer is a dependent

• If the customer is a dependent, their parents' TFN is recorded during the PIT linking process. See Creating, updating and ending Parental Income Test (PIT) links with dependent student, Australian Apprentice and job seeker recipients or claimants
• View the parents TFN on the Relationship Summary (NRS) screen

If the customer's payment is cancelled or suspended for a reason relating to a TFN, see Restoration of payments (CLK).

Procedure ends here.

In Process Direct, navigate to Customer Summary.

• Superkey: field, Tax File Number Authorisation (TFN)
• Record the customer's TFN in the Tax File Number field and the Authorisation field as 'Y', or
• Enter Receipt Date and Channel
• Select Assess
• Finalise via Entitlement (ELD)

Where an exemption is required

• Superkey: field, Tax File Number Authorisation (TFN)
• Record the customer's exemption under TFN Details with the appropriate Exemption Reason
• Enter Receipt Date and Channel
• Select Assess
• Finalise via Entitlement (ELD)

Note: where updates are required to the partner’s record, select the partner from the customer’s relations to navigate to the partner’s record.

Customer is a dependent

If the customer is Youth Allowance (YA) dependent, record the parent's TFN:

• Select the relevant parent/guardian from the Relationship menu icon
• Navigate to the TFN table
• Record the parent's TFN in the Tax File Number field and the:
• Authorisation field as 'Y', or
• the exemption code in the Exemption Reason field, and
• Select Assess
• Navigate back to the customer record by selecting the customer in the Relationship menu

For linking dependent customers to parent records, see Creating, updating and ending Parental Income Test (PIT) links with dependent student, Australian Apprentice and job seeker recipients or claimants.

Procedure ends here.

If the customer's payment is cancelled or suspended for a reason relating to a TFN, see Restoration of payments (CLK).

Can the payment be restored?

• Yes, see below
• No, advise the customer to lodge a new claim. Procedure ends here

In Process Direct or Customer First, restore customer's payment.

Within the TFN update, navigate to the Benefit Action (BA) screen and complete:

• Svc Rsn field, select or key the type of benefit
• Action field, select or key RES
• Event Date, key the effect date
• Source and DOR fields

Finalise the activity and DOC the record. Procedure ends here.

When a temporary TFN exemption is recorded on a customer's record, a review activity is created to allow them time to gather documents or engage with the ATO to obtain their TFN.

The review activity will generate once the customer’s exemption code is due to expire.

Has the customer's TFN been coded on the TFN screen?

• Yes, complete the work item. Procedure ends here
• No, go to Step 2

Is there evidence of the customers TFN being uploaded?

• Yes, for coding assistance, see Table 4
• No, go to step 3

Is the customer current on payment?

• Yes, go to Step 4
• No, remove the exemption code and DOC the record. Procedure ends here

Make two genuine attempts to contact the customer. DOC the two genuine contact attempts, and the result of any successful contact.

Can the customer be contacted?

• Yes, go to Step 6
• No, and the customer:
• has previously been issued an RFI, go to Step 7
• has not previously been issued an RFI, go to Step 5

Issue a written request for a TFN, see Request for Information (RFI) letter.

Place the MFU on hold for a further 21 days.

Record DOC. Procedure ends here.

If successful contact has been made, can the customer upload their TFN in writing whilst on the phone?

• Yes, see Table 4
• No:
• Advise the customer to provide their TFN in writing or evidence of an online TFN application within 14 days or their payment will stop
• Issue a written request for the TFN, see Request for Information (RFI) letter
• Record a DOC within the MFU activity outlining the discussion
• Place the MFU on hold for a further 21 days (Allow extra time for mail delivery)
• Procedure ends here

The customer has had an RFI issued and the MFU has now been re-allocated for action.

Select the activity on the Activity List (AL) screen in Customer First.

Has the customer provided a TFN, or evidence of a TFN application in the time requested?

• Yes:
• If they have provided a TFN, see Table 4, Step 1
• If they have provided evidence a TFN application has been lodged, see Table 2, Step 2
• Complete the MFU activity
• Procedure ends here
• No:
• Suspend the customer’s payment, considering any vulnerable circumstances
• Record a DOC within the MFU activity
• Complete the MFU activity
• Procedure ends here