Assessment of relationship status - processes, roles and responsibilities 106-07120000

There are a number of signs that a customer may be affected by family and domestic violence. In all customer interactions, be alert and responsive to:

• visual cues
• conversational cues
• administrative cues

If staff identify any of the above, this is a cue to ask a Risk Identification Question. There are a number of updates and referral options available for customers in need of immediate help or ongoing support. Refer to the Family and Domestic Violence Support Model and to Family and domestic violence for more details.

A customer's relationship status lets Services Australia assess the current relationship of the customer and support policy requirements relating to payment entitlements. Some income support payments have different rates, depending on whether the customer is single or partnered. Partner income and assets tests may also affect eligibility.

If the customer is updating their relationship status due to separating from a relationship, there are key steps they should consider to keep their personal information safe. The sequence of these key steps is important and all updates need to be made separately for Centrelink, Medicare and Child Support. See Separating Safely - Protecting personal details.

Assessing the customer's relationship status makes sure they receive the correct entitlements. The agency stores and records a customer's relationship status on the Marital Status (MS) screen. Information on the MS screen is the primary source for partner linking information and details the following:

• relationship status type:
• Partnered statuses: de facto (DEF), married (MAR), registered (REG)
• Single statuses: separated (SEP), single (SIN), widowed (WID), divorced (DIV)
• if the customer or their partner has permission to enquire (PPE) about the person they are linked to
• any relationship qualifier codes (Qualifier Code) relevant to their relationship. For example, partner is currently in respite care
• periods for which the relationship status/relationship qualifier code applies

Note: there is no minimum time required to have elapsed before a relationship can be considered a de facto. Time period rules apply to Youth Allowance, ABSTUDY and Disability Support Pension (under 21) to consider customers independent based on the length of their relationship. See Resources for further information.

The Resources page contains a list of all MS screen codes for the Marital Status field and Qualifier Code field (relationship qualifier code).

The system creates a partner link for all relationship status circumstances where:

• a customer is partnered, and
• the partner's Customer Reference Number (CRN) is provided

The partnered generic link does not include a description of the type of relationship the customer is in. Its existence only indicates that the customer is partnered. The absence of a partnered generic link indicates that a customer does not have a partner.

It is also used to record information common to a couple such as address and accommodation details. This supports the linking process and reduces re-keying of information on both records. The following information is required prior to commencing the linking process:

• a customer's relationship status type
• confirmation of the relationship by both the customer and the partner
• permission for the customer to enquire about their partner's information and vice versa, and
• the partner's name and date of birth

Note: confirmation of the relationship by both the customer and partner is required to update and link their records. See Change in relationship status from single to partnered. Where there is documented family and domestic violence on the customer or partner's record, see Family and domestic violence.

Service Officers can use relationship qualifier codes to treat customers differently to their recorded relationship status. The agency records the codes on the MS screen Qualifier Code field if applicable.

There are single and partnered relationship qualifier codes. The agency only applies partnered relationship qualifier codes to a partnered relationship status, while single codes to a single relationship status. Where a relationship qualifier code is recorded for a partnered relationship status, a matching relationship qualifier code is applied to the partner.

When a relationship qualifier code is applied it can sometimes have the opposite effect, that is, a Service Officer can treat a single status customer as partnered or vice versa. Some codes may not have any impact on the rate of payment. The Resources page contains a list of relationship qualifier codes Service Officers can record for a customer and their partner.

When a customer's record has a relationship qualifier code applied, the agency does regular reviews to make sure the customer’s circumstances have not changed. If a warning presents while finalising the Relationship Qualifier activity on the MS screen, Service Officers must follow the advice and manually code the review. It is equally important for Service Officers to action reviews appropriately when they mature to avoid potential overpayments to the customer and/or their partner/ex-partner.

• Section 24 reviews must be done at appropriate timeframes, depending on the customer’s circumstances, based on the Section 24 review guide.
• Separated under one roof (SUOR) reviews must be done at appropriate timeframes, depending on the customer’s circumstances, based on the SUOR review guide

This information is to provide an overview of who is responsible for actions required:

• to make sure a customer has the correct code recorded on the MS screen for their relationship status (Marital Status field), and
• the relationship qualifier code (Qualifier Code field) is applicable.

Confirming the need for a Member of a Couple (MoC) assessment

• Staff must conduct checks at the first touch point to confirm if there is a need for a MoC or Separated under one Roof (SUOR) assessment if:
• there is an indication a MoC relationship may exist, or
• Relationship Details (SS284/SS293) forms have been received
• See Confirming the need for a MoC assessment

MoC and SUOR assessments

• MoC assessments are completed by specialist MoC processing staff
• MoC assessments can also be completed due to:
• internal data matching and profiling
• external data matching (e.g. Australia Taxation Officer, Department of Defence)
• information from the public and officer referrals (tip offs/fraud)
• When conducting or completing follow-up coding for a MoC or SUOR assessment, see MoC and SUOR assessments

Retrospective MoC assessments

Undisclosed MoC relationships
If there is evidence of a previously undisclosed MoC relationship that is recognised by either MoC processing staff or any another Service Officer:

• Escalate the assessment using the Report Suspected Fraud and Corruption system
• MoC processing staff must not do the retrospective MoC assessment
• An Intelligence Analysis Unit, will assess the customer’s past entitlement

Disclosed MoC relationships with no FDV identified
If there is a change in circumstances since the initial trigger of the MoC assessment (form issued), MoC processing staff must:

• make an assessment, and
• decide if the customer was in a MoC relationship for a past period

This is to make sure the customer received the correct entitlement. For example, a customer self-declares they are now partnered to the person for whom the MoC assessment triggered.
Note: if a customer self-declares they are in a relationship that started on a date in the past, there is no need to report suspected fraud or conduct a MoC assessment. Staff must issue a MOD P. See Change in relationship status from single to partnered

Disclosed relationships with FDV identified
A MoC assessment is not required if the customer:

• is experiencing FDV
• does not dispute they are partnered or were previously partnered but did not advise the agency).

It may be appropriate to consider if there is a ‘special reason’ (due to the presence of FDV), to treat the customer as single under Section 24 of the Social Security Act 1991. This applies in either of the following circumstances:

• the customer is still partnered despite the presence of FDV
• the customer is no longer partnered, but failed to advise the agency of their relationship

An assessment of the customer’s relationship status is needed for the past period (and ongoing if they remain partnered) if they:

• are currently in a relationship not yet disclosed and recorded, or
• were in an undisclosed relationship for more than 14 days before notification

It is not appropriate to simply issue a Partner Details form (MOD P) or link the customer to their partner (when they are also a Centrelink customer). Assess their entire circumstances, including their FDV situation, first.

The presence of FDV may indicate there is a special reason to treat a person as not being in a member of a couple relationship. It must be considered when making a retrospective Section 24 assessment or for ongoing entitlements if the customer does not separate.

For Section 24 assessments, see Treatment of a partnered person as single under section 24 new determinations.

SUOR reviews

• All SUOR reviews must be done at appropriate timeframes, depending on the customer’s circumstances, based on the SUOR review guide
• Trained MoC processing staff conduct all SUOR reviews
• See Member of a couple reviews - SUOR

Section 24 assessments

• A customer may not request a Section 24 assessment, as they may not be aware of it. If the customer's circumstances indicate a Section 24 assessment may be warranted, Service Officers must offer the customer to test their entitlement
• When a customer is requesting an initial Section 24 assessment, including new claim processing, if possible, do it first contact. If the Service Officer does not have the skill set to do the Section 24 assessment, a referral may be required
• If the Section 24 assessment is for a customer who lives overseas, Centrelink International Services (CIS) conduct the assessment. If the customer lives in Australia but their partner lives overseas, the assessment is done through normal channels (not by CIS)
• See Treatment of a partnered person as single under Section 24 new determinations

Section 24 reviews

• Section 24 reviews must be done at appropriate timeframes, depending on the customer’s circumstances, based on the Section 24 review guide
• These reviews are completed at first touch point if the Service Officer has been trained in Section 24 assessments
• A referral option is available if a staff member has not been trained
• See Member of a couple reviews - Section 24

Customers living overseas

• Centrelink International Services (CIS) completes all MoC assessments (Section 24 (including reviews), MoC or SUOR (including reviews)) for customers who live overseas. A referral to CIS is needed for:
• MoC/SUOR assessments, see Member of a Couple (MoC) and Separated under one roof (SUOR) assessments
• Section 24 assessments, see Treatment of a partnered person as single under section 24 new determinations
• Customer advises they are now single. See Change in relationship status to single for a customer residing outside Australia
• Customer advises they are now partnered. See Change in relationship status from single to partnered

Customer or partner imprisoned or in psychiatric confinement due to criminal offence

• Assessments of circumstances for these customers or their partners should be referred to the relevant State/local Prison Admission team
• See Prison admission process and claims during incarceration or Assessment of circumstances for customers with partner in prison
• Payability of Disability Support Pension (DSP) for customers who are in psychiatric confinement for a criminal offence

Customer or partner in psychiatric facility (not due to criminal offence)

• Assessments of separated due to illness and entitlements to rent assistance, can be completed by any customer service staff member if required evidence is available

Customer’s partner is in immigration detention

• Being in an Immigration Detention Centre is not the same as in prison. The customer is not eligible for the 'Partner in Gaol' rate. The Marital Status (MS) screen must not have the Partner in gaol (GAP)/In gaol (GAC) relationship qualifier code recorded on the customer’s and partner’s record
• Check if there is a ‘special reason’ to consider Section 24, and if it can be applied to treat the customer as not a member of a couple. See Section 24 assessments section above for who conducts those assessments

Customer or partner separated due to illness or respite care

• Assessments of separated due to illness and separated due to respite care and entitlements to rent assistance, can be completed by any customer service staff member if required evidence is available

Customer or partner under the age of consent

• Assessments can be completed by any customer service staff member, with any special processing skill tag requirements outlined by each primary payment/entitlement processes
• Different processing is required for customers that are under the age of consent. See Customer or partner under the age of consent
• If there are any concerns about a child’s safety, follow the risk and referral process. This includes circumstances where there is a significant age gap between a customer and their partner, and it is suspected the younger person may be under undue influence from the older person

Customer contacts to have their marital status updated (such as de facto to married)

Any customer service staff member can make these. If a customer contacts to update their marital status from:

• de facto to married, see Change in relationship status from single to partnered. Note: the Date of Event cannot be the same as the date the agency recorded them as de facto (DEF). A separate line is used to record MAR with a new Date of Event (date they were legally married). The exception is the customer was incorrectly recorded as de facto instead of married and the entry needs to be corrected
• separated/divorced/widowed to single, see Change in relationship status from partnered to single

When a customer meets eligibility for priority processing, a relevant referral may be sent to MoC processing staff requesting urgent processing. Service Officers must first confirm a MoC assessment is required before requesting urgent processing of a MoC assessment.

• For priority processing requests due to safety concerns, refer to Confirming the need for a Member of a Couple (MoC) assessment
• For all other priority processing, refer to Immediate new claim and non-new claim priority processing

Explanation of a decision

Whoever makes the determination on the customer's relationship status or applicable relationship qualifier code usually will provide an explanation of the decision to the customer. They can do this either by letter or in person. Relevant Operational Blueprint files contain information on how to action unfavourable or favourable decisions. See Request for an explanation or application for a formal review for information on action to take if a customer contacts to advise they do not understand or agree with a decision.

Customer or partner/ex-partner provides information after a determination is made

If the customer/partner/ex-partner provides new information after a MoC assessment has been finalised, see Initial contact about a decision and the review of decision process.