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Customer is separated from their partner – temporarily or due to respite care 106-07120040

This document defines respite care and temporarily separated couples and details the process to ensure these customers receive the correct rate of payment and/or entitlements.

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Customer or partner in respite care

Temporarily separated couple

Customer or partner in respite care

Table 1

Step	Action
1	Determine action required If a Service Officer is allocated a work item: for an online claim and the claim indicates the customer and their partner are unable to live together due to respite care, go to Step 2 to follow up the return of supporting evidence where previously requested, go to Step 7 which relates to supporting evidence that has been provided by the customer, go to Step 7 indicating the customer's respite care status needs to be reviewed, go to Step 9 If the customer contacts and is advising that: they or their partner have entered respite care, go to Step 3 they or their partner have returned home from respite care, see Temporary change of address to an aged care home for respite care they or their partner are unable to reside in their own home due to illness, see Assessment of circumstances for a couple separated due to illness they or their partner will enter care at a future date, go to Step 6
2	Relationship Qualifier (RQ) codes automatically applied The following respite care relationship qualifier (RQ) codes are being automatically applied by the system when the customer has advised in their online or Assisted Customer Claim (ACC) they are unable to live with their partner due to respite care: REC (In Respite Care) REP (Partner in Respite Care) Check the relationship information in the claim and the Marital Status (MS) screen for any RQ codes. For further information, see Relationship Qualifier codes automatically applied on the Resources page.
3	The customer is advising that they and /or their partner have entered respite care, and a new assessment is required Is the change in accommodation permanent? Yes, as approved respite care is generally set at a maximum of 63 days per financial year (noting that additional periods of 21 days may be approved where the Aged Care Assessment Team considers extra time is needed), customers who will be permanently living apart cannot be considered a respite care couple. However, they may be a member of an illness-separated couple and entitled to the higher single rate of payment. See Assessment of circumstances for a couple separated due to illness No, go to Step 4
4	Assess if the customer is a member of a respite care couple A couple is a respite care couple where: one of the members has entered approved respite care, and the member who has entered the approved respite care has remained, or is likely to remain, in that care for at least 14 consecutive days Couples that do not meet the definition of a respite care couple may be in a care situation. Aspects to consider when assessing if the customer is a member of a respite care couple: Approved respite care is care provided in a nursing home or hostel that receives a Commonwealth subsidy A statement of admission from a nursing home or hostel can be accepted as verification of the length of admission as long as it states the date of admission and anticipated length of stay Note: all nursing homes and hostels that receive a Commonwealth subsidy for the provision of respite care are required to issue each recipient/applicant with a statement on the day of admission setting out details of the anticipated length of admission The customer's and partner's record, including scanned documents, should be checked to determine if verification has already been provided Aged Care staff can access the Aged Care Staff Portal (ACSP) - Customer Summary to confirm details of respite care including start and end dates Non Aged Care staff can contact the Aged Care (RCA) team to confirm details in ACSP if needed. The Resources page has links to Office Locator and contact details If verification is not available on the customer's record, contact must be made with the nursing home/hostel to confirm/verify circumstances. The nursing home/ hostel must confirm: the date of admission and discharge, and that the nursing home/hostel will receive a Commonwealth respite care supplement Note: information contained in the ACSP is protected under the Aged Care Act 2024, only staff at the APS4 level or above can use this information for social security purposes. Is there sufficient information to assess the respite care? Yes, go to Step 10 No, including where contact with the nursing home has not been successful, go to Step 5
5	Insufficient information to assess respite care As verification has not been provided and contact with the nursing home/hostel was unsuccessful, the supporting evidence will need to be requested from the customer. The customer must provide a statement of admission from a nursing home or hostel as evidence, or they cannot be considered a respite couple. If the customer is: Currently in receipt of a payment follow processes outlined in Requesting Information (CLK) to request supporting evidence Claiming a payment follow processes outlined in Requesting Information (CLK) to request supporting evidence if the claim is being processed in Process Direct it will be placed on hold automatically when documents are requested if the claim is not being processed in PD, ensure the claim is placed on hold for the appropriate amount of time. Procedure ends here until evidence is returned or the review activity matures.
6	Customer advises they or their partner will enter respite care at a future date If the customer advises they or their partner will enter respite care at a future date: do not make any changes on the Marital Status (MS) screen tell the customer of the general 14 day notification provisions, and they will need to contact the agency as soon as the change occurs, and provide a statement of admission as evidence tell the customer that if the change results in an increase to payment rate, the increase is effective from the date Centrelink is advised of the change. This includes where the customer notifies of the change within 14 days. See Notification Handler (NOHL) for further information record the discussion using a Fast Note Procedure ends here.
7	A work item has presented about evidence to be returned, or evidence has been returned When the work item has presented, check the customer's record to confirm whether supporting evidence has been returned. Has supporting evidence been returned? Yes, and the customer is to be assessed as a member of a respite care couple, go to Step 10 the customer is not to be assessed as a member of a respite care couple, go to Step 8 No, go to Step 8
8	Unfavourable decision - customer is not a member of a respite care couple If there is no supporting evidence to grant the respite care rate, the customer is to continue to be paid at the partnered rate. The Decision Maker (DM) must explain the decision to the customer. Make genuine attempts to contact the customer by phone. See Advising verbally of an unfavourable decision. After telling the customer or making a genuine attempt to contact them if the customer: is currently receiving a payment: record the decision using a Fast Note finalise all associated activities and DOCs on the Activity List (AL) screen in Process Direct, issue a manual Q888 letter (Respite care couple – unfavourable) to advise the customer in writing of the decision. Use the approved templates. See Resources for links to the approved Q888 letter text if the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record if a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees has a new claim that can be finalised: finalise the claim and document the outcome of the respite couple assessment in the claim finalisation DOC there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the respite care couple decision procedure ends here has a new claim that cannot be finalised (further documentation required): request the required supporting documentation, see Requesting information (CLK) annotate the progress of claim DOC/Note with the outcome of the assessment, procedure ends here Procedure ends here.
9	Work item about reviewing the customer's respite care status When the review activity for the expected date of return from respite care has matured, check the customer/partner's record to determine the current circumstances. Go to the Address Details (ADS) screen if the Temp address is: equal to the system date or earlier, the customer/partner has returned home from respite care. For details on updating the Marital Status (MS) screen to end the relationship qualifier code, see Temporary change of address to an aged care home for respite care in Process Direct, issue a manual Q888 letter (Respite care couple – unfavourable) to advise the customer in writing of the decision. Use the approved templates. See Resources for links to the approved Q888 letter text Note: there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the respite care couple decision if the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record if a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees procedure ends here a future date, the customer/partner are still in respite care. If verification of the additional time in care: has been provided, resubmit the review to fall due on the customer's/partner's revised date of discharge. Procedure ends here has not been provided, contact the nursing home to confirm the date of discharge and that the aged care home will receive a Commonwealth respite care supplement for the customer. Resubmit the review to fall due on the customer's/partner's revised date of discharge. Procedure ends here
10	Favourable decision – customer is a member of a respite care couple If the customer: is currently receiving a payment, go to Step 11 has lodged a new claim for payment: if a RQ code of REC or REP has been provisionally applied to the Marital Status (MS) screen, ensure the date of event, marital status and RQ code are correct, update the MS screen if details are incorrect, go to Step 12 if a RQ code has not been provisionally applied by the system, go to Step 11
11	Respite care couple coding When it has been established the customer and their partner are a respite care couple, Service Officers must update the MS screen with the appropriate relationship qualifier code. This will make sure the customer's entitlements are treated differently to their recorded relationship status, that is, paid the higher single rate of payment. If the customer is currently in receipt of a payment, updates to the MS screen should be completed in Customer First. For customers who have lodged a new claim, select the claim from the Transaction Summary (TS) screen in PD. Update the following fields on the MS screen: Event Date: field, record the date the customer/partner entered respite care Marital Status: field will remain as MAR, REG, or DEF PPE Cust and PPE Ptnr: fields, update as required Qualifier Code: field, enter the appropriate relationship qualifier code for the customer's circumstances: 'In Respite Care' - where the customer is in respite care 'Ptnr in Respite Care' - where the partner is in respite care Current customers only: Source: field, enter the source of the information DOR: field, enter the date of receipt do not complete the activity New claim processing only: Go to the Address Details (AD) screen
12	Update change of address and finalising the activity Within the same activity as the MS update, go to the Address Details (AD) screen and complete the following fields: Address Type: field, select Temporary and continue Address Start Date: field, code the date the customer/partner went into respite care Address End Date: field, code the date the customer/partner expects to return home Address Line 1, 2, & 3: field, code the address details of the nursing home/hostel Postcode: field, enter the postcode Country: field, code the country Make Partner's Address the Same: field code 'Y' if both members of the couple have entered respite care, or 'N' if only one member of the couple has entered respite care Is Rent Assistance being claimed: field, code 'N' Is this address in a Remote Area: field, 'Y' or 'N' Should this address be used for all mail: field 'Y' or 'N' For current customers only: go to the Assessment Results (AR) screen and finalise the activity For new claim processing: select Next Note: customers who are paying rent for their principal home and were receiving RA before entering respite care can continue to receive RA for the first 52 days, they are in respite care. The Accommodation Circumstances (AC) screen will automatically insert a new line based on the single relationship qualifier coded on the MS screen. Accommodation details do not need re-verification in the instance of temporary respite care. See Rent Assistance (RA) for care receivers.
13	Follow up action required If the customer: is currently receiving a payment: record details using a Fast Note in Process Direct, issue a manual Q888 letter (Respite care couple – favourable) to advise the customer in writing of the decision. Use the approved templates. See Resources for links to the approved Q888 letter text if the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record if a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees has a new claim that can be finalised: the claim information on the Transaction Summary (TS) screen in PD will need to be regenerated before the claim is processed select Process, update any required information, and finalise the claim document the outcome of the respite care couple assessment in the claim finalisation note there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the respite care couple decision has a new claim that cannot be finalised (further documentation required): if the claim is being processed in PD, the claim information on the Transaction Summary (TS) screen will need to be regenerated before the claim is processed annotate the Progress of Claim Note with the outcome of the respite care couple assessment if further documentation is required but has not been requested, see Requesting information (CLK) if the claim is being processed in PD, the system will automatically hold the claim for the appropriate amount of time if the claim is not being processed in PD, ensure claim is placed on hold for the appropriate amount of time Go to Step 14.
14	Create a manual review The couple will no longer be considered a respite care couple once they (customer or partner) are discharged from respite care. To ensure the customer and partner are paid the correct rate the relationship qualifier code should be removed from the Marital Status (MS) screen from the date of discharge. To ensure the MS screen is updated and the relationship qualifier code is removed a manual review is required to be set for the current discharge date. In Customer First, create a manual review: Go to the Review Registration (RVR) screen and complete the following fields: Service Reason: customer’s payment type Review Reason: MAN (Manual Entitlement Assessment) Due Date: date of discharge Source: INT Date of Receipt: today's date Notes: 'Customer/partner entered temporary respite care xx/xx/xxxx. Check discharge from respite care and return to OB 106-07120040 to action.' Keywords: ILLSEP Workgroup: leave blank Position: leave blank Transfer to Region: leave blank The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action If the customer is a career in receipt of carer payment and/or Carer Allowance, respite absences from care must be recorded on the Temporary absence details (ABSN) screen in Process Direct or the Absence Details (ABSN) screen in Customer First. See Carer or care receiver is absent from care for Carer Payment (CP) and/or Carer Allowance (CA) Procedure ends here.

Temporarily separated couple

Table 2

Step	Action
1	Determine action required If a Service Officer receives a work item about reviewing the customer’s temporarily separated status, go to Step 7. If the customer contacts Services Australia to say they or their partner: have temporarily separated, go to Step 2 have returned home from a temporary separation, go to Step 7 will temporarily separate at a future date, go to Step 5
2	Customer tells the agency they and their partner have temporarily separated Has the customer or their partner moved? Yes, and the move is: permanent, or the customer is in a ‘trial’ separation, see Change in relationship from partnered to single. Procedure ends here temporary, go to Step 3 No, the customer is not temporarily separated. Consider if a ‘separated under one roof’ assessment is required. See Member of a Couple (MoC) and Separated under one roof (SUOR) assessments. Procedure ends here
3	Check if the customer is in receipt of or eligible for any qualifying add-ons For a current customer, check the Payment Summary (PS) screen. Qualifying add-ons relevant to this process are: Rent Assistance (RA) Telephone Allowance (TAL) Utilities Allowance (UA) Is the customer or their partner in receipt of or eligible (as part of their claim) for RA, TAL, and/or UA? Yes, go to Step 4 No, there is no impact to the customer’s entitlements. Procedure ends here
4	Assess if the customer is a member of a temporarily separated couple Is the customer: a member of a couple living separately and apart from their partner, but not on a permanent or indefinite basis, and not part of an illness separated or a respite care couple? They must be living apart for reasons out of their control or where it is reasonable, given their circumstances. The Resources page has examples of situations where a customer is temporarily separated. Yes, go to Step 8 No, go to Step 6
5	Customer or their partner will temporarily separate at a future date If the customer tells the agency they or their partner will temporarily separate at a future date: do not make any changes on the Marital Status (MS) screen tell the customer of the general 14-day notification provisions, and they must contact the agency when the change occurs tell the customer that if the change results in an increase to payment rate, the increase is effective from the date they told Centrelink of the change. This includes where the customer notifies of the change within 14 days. See Notification Handler (NOHL) for more details record the discussion using a Fast Note Procedure ends here.
6	Unfavourable decision - customer is not a member of a temporarily separated couple The customer is not eligible to receive RA, TAL, and/or UA at a higher rate. The Decision Maker (DM) must explain the decision to the customer. Make genuine attempts to contact the customer by phone before issuing a written advice of the decision outcome. See Advising verbally of an unfavourable decision. After telling the customer, or making genuine attempts to contact them, if the customer: is currently receiving a payment: record the decision using a Fast Note finalise all associated activities and DOCs on the Activity List (AL) screen in Process Direct, issue a manual Q888 letter (Temporary separated couple - unfavourable) to advise the customer in writing of the decision. Use the approved templates. See Resources for links to the approved Q888 letter text if the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record if a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees procedure ends here has a new claim that can be finalised: process and finalise the claim document the outcome of the temporarily separated assessment in the claim finalisation note there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the temporarily separated couple decision procedure ends here has a new claim that cannot be finalised (further documentation required): request the required supporting documentation, see Requesting information (CLK) annotate the progress of claim note with the outcome of the assessment there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the temporarily separated couple decision procedure ends here
7	Customer has returned home, or work item received about reviewing the customer’s temporary separation status Check the customer’s/partner’s record to determine the current circumstances when: a customer tells the agency they are no longer temporarily separated, or a review activity for the expected date of return from temporary accommodation has matured Go to the Address Details (ADS) screen if the Temp address end date is: the same as the system date or earlier, the customer/partner has returned home from temporary accommodation. Update the following fields on the Marital Status (MS) screen in Customer First to end the relationship qualifier code: Event Date: field, enter the date the customer ceased being temporarily separated Marital Status: field, use the same code as previously stated PPE Cust and PPE Ptnr: fields, update as needed Qualifier Code: field, leave blank Source: field, enter the source of information Receipt Date: field, enter the date of receipt Select Continue to go to the Customer Details Task (CDTS) screen Update any other information by selecting the appropriate screens from the CDTS screen, such as change of address. Make sure the customer's and partner's home address are the same Go to the Assessment Results (AR) screen and finalise the activity Record a DOC with the actions taken In Process Direct, issue a manual Q888 letter (Temporary separated couple - unfavourable) to advise the customer in writing of the decision. Use the approved templates. See Resources for links to the approved Q888 letter text Note: there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the temporarily separated couple decision If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record If a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees Close all relevant open activities/work items on the customer’s record Procedure ends here a future date, in Customer First, resubmit the review to fall due on the customer's/partner's end date of temporary address: Select the review activity from either the Activity List (AL) screen (if due) or the Future Activity List (FAL) screen if due date is in the future Update the resubmit date to reflect the end date of the temporary address Procedure ends here
8	Temporarily separated couple coding After establishing the customer and/or their partner are a temporarily separated couple, update the Marital Status (MS) screen in Customer First (CF) with the appropriate relationship qualifier code. This makes sure customers are paid the correct entitlement for any add-ons. Rent Assistance can be assessed and paid to each eligible member of a temporarily separated couple. They must have been assessed and coded with the temporary relationship qualifier code on the MS screen. Note: if the assessment is part of an online claim, the updates to the MS screen must be made in CF prior to processing the claim in Process Direct (PD). After the updates have been made in CF, the claim information in PD will need to be regenerated prior to selecting Process. Update the following fields on the MS screen in Customer First: Event Date: field, record the date the customer/partner temporarily separated Marital Status: field will remain as MAR, REG, or DEF (as previously coded) PPE Cust and PPE Ptnr: fields, update as needed Qualifier Code: field, enter the appropriate relationship qualifier code for the customer's circumstances: 'Tmp Sep/Left Home' (TEC) - where the customer has left home 'Tmp Sep/Ptnr Left Home' (TEP) - where the partner has left home ‘Tmp Sep/Both Left Home’ (TEB) – where both the customer and partner have left home Source: field, enter the source of the information DOR: field, enter the date of receipt Do not complete the activity Go to Temporary accommodation and Rent Assistance (RA) to record accommodation and rent changes Once temporary accommodation details have been coded, go to the Assessments Results (AR) screen and finalise the activity Go to Step 9
9	Follow up action required If the customer: is currently receiving a payment: Record details on a Fast Note In Process Direct, issue a manual Q888 letter (Temporarily separated couple - favourable) to advise the customer in writing of the decision. Use the approved templates. See Resources for links to the approved Q888 letter text If the customer’s partner is a current Centrelink customer, also issue a letter to the partner from their own record If a correspondence nominee exists, ensure a copy of the letter is issued to the appointed nominee. See Nominees has a new claim that can be finalised: the claim information on the Transaction Summary (TS) screen in PD will need to be regenerated before the claim is processed select Process, update any required information, and finalise the claim document the outcome of the temporarily separated assessment in the claim finalisation note there is no requirement to issue a decision letter to the customer when the assessment is part of a new claim. The new claim grant/reject letter forms part of the temporarily separated decision has a new claim that cannot be finalised (further documentation required): if the claim is being processed in PD, the claim information on the Transaction Summary (TS) screen will need to be regenerated before the claim is processed annotate the Progress of Claim note with the outcome of the temporarily separated assessment if further documentation is required but has not been requested, see Requesting information (CLK) if the claim is being processed in PD, the system will automatically hold the claim for the appropriate amount of time if the claim is not being processed in PD, ensure claim is placed on hold for the appropriate amount of time Go to Step 10.
10	Create a manual review Once the temporary address has ended and the customer and partner have returned to living at the same address, the relationship qualifier code on the Marital Status (MS) screen must be removed. To ensure the MS screen is updated and the relationship qualifier code is removed, a manual review is required to be set for the end date of the temporary address. In Customer First, create a manual review: Go to the Review Registration (RVR) screen and complete the following fields: Service Reason: customer’s payment type Review Reason: MAN (Manual Entitlement Assessment) Due Date: date of discharge Source: INT Date of Receipt: today's date Notes: 'Customer/partner are temporarily separated. Check customer's/partner's temporary accommodation end date and return to OB 106-07120040 to action.' Keywords: ILLSEP Workgroup: leave blank Position: leave blank Transition to Region: leave blank The review will mature on the Due Date coded in the RVR activity. Workload Management will allocate the review for manual action If the customer is a career in receipt of Carer Payment and/or Carer Allowance, check if they are still eligible. See, Eligibility for Carer Payment (CP) and/or Carer Allowance (CA) If care requirements are no longer met, cancel CP/CA. See Cancellation and suspension of Carer Payment (CP) and/or Carer Allowance (CA) Procedure ends here.