Claiming JobSeeker Payment (JSP) 001-19051501

Customers should claim as soon as possible online via the Services Australia website.

To qualify for JSP a person must:

• be of qualifying age for JSP
• meet Australian residence requirements for JSP
• be unemployed, and
• looking for work and willing to take part in activities that increase their chances of finding a job, or
• unable to work, study or look for work due to medical condition, illness or injury, or
• employed or studying full time and are unable to undertake these due to a medical condition, illness or injury and have a job or study to return to
• be prepared to negotiate and agree to a Job Plan if required to do so, comply with, or renegotiate an existing Job Plan
• satisfy the requirements of a Job Plan

If the customer has indicated they are unable to work due to a temporary incapacity, see Customers claiming JobSeeker Payment (JSP)/Youth Allowance (YA) (Incapacitated).

A DSP customer whose payments have been suspended/ cancelled return to work (RTW) can claim an alternate payment when:

• they are still working 30 or more hours per week, and
• their income falls below the JSP income test cut-off

For example, a self-employed DSP customer is still working 30 hours per week, but their income has reduced. See Rates and Thresholds.

In all cases, check if the customer is eligible to have their DSP reinstated before looking at another payment. See Commencing or returning to work or self-employment Disability Support Pension (DSP).

Customers can lodge an early claim for JSP up to 13 weeks before the first day of eligibility. On the day they become qualified they must provide their bank account balances, proof of income and employment separation details.

Customers can start an early claim online. They will be able to complete Your personal details, Your circumstances and Your financial details.

If making an early claim after a break in payment of 39 weeks or less, the customer will have fewer questions to answer in the online claim.

Customers cannot complete Review and Confirm, Next steps or submit the claim online until within 14 days of being eligible for JSP. They will get a reminder notification 14 days before the eligibility date.

A detained person may lodge a claim up to 3 weeks before release from prison. These claims are not considered early claims as the customer is qualified but not payable when they claim.

Customers transferring from a current income support payment can lodge an early claim up to 28 days before the date of qualification.

Customers must create a myGov account and link their Centrelink online account to it.

Once the customer has linked their Centrelink online account to myGov, to start an online claim for JSP they must:

• sign in to myGov and access their linked Centrelink online account
• ensure their personal details are correct. From the menu, select the My details > Personal and contact details > My profile to make updates
• from the menu, select Payments and claims > Claims > Make a claim. For more information, see Claiming JSP online table in the Self-managed tab

Customers claiming or transferring to JSP will see a reduced question set as part of their online claim if they are:

• currently in receipt of an income support payment, or
• have cancelled from payment in the last 52 weeks

In some cases, a task is presented to the customer on their Centrelink online account homepage up to 28 days prior to losing qualification for their current payment.

The task will allow the customer to undertake a streamlined claim process to submit a claim for JSP.

See Transfer to JobSeeker Payment (JSP) from another payment.

ACC can be used for customers deemed unable or unsuitable to complete an online claim or nominees. ACC should also be used in instances where a paper claim for Jobseeker Payment (SU716) is lodged at service centres, via uploaded documents, post or fax. See Claim lodgement of Centrelink Claims.

'Channel Hopping' within ACC means:

• the customer can start a claim online and a Service Officer can take it over, or
• a Service Officer can help a customer start a claim which can then be completed by the customer in their Centrelink online account

If the customer lives in a remote area and normally uses an agent, Remote Service Centre, or phone to do business and is unable or unsuitable to complete an online claim, the customer should be transferred to the Remote Claims Processing (RCP) to begin their ACC.

The Remote Claims Processing (RCP) team provides specialised remote service for identified remote customers.

The customer must have:

• the remote indicator showing on the Customer Overview, or
• a residential address in a remote location

To check the address is in a remote location:

• search the town name in Office Locator
• view the Towns Result List
• view the Remoteness column

Correspondence nominees can submit an online claim for JSP on behalf of their principal.

If a correspondence nominee contacts to claim JSP on behalf of their principal, offer an online claim first. If they decline the online claim offer, a Service Officer must run Assisted Customer Claim (ACC) with the nominee.

If a nominee is claiming on behalf of a person, encourage the nominee to help the person claim JSP using the person's Centrelink online account. If the nominee is unable or unwilling to do so, a Service Officer is to run ACC with the nominee.

In some circumstances, it may not be reasonable for a customer to complete all Required tasks prior to submitting their claim. These include exceptions when certain vulnerabilities exist, see Circumstances Change Monitor (CCM).

Do not undertake any MALEP assessments. The Department of Social Services (DSS) have paused all Moving to an Area of Lower Employment Prospects (MALEP) assessments.

If the customer has moved address within the previous 26 weeks, Services Australia must determine if they have reduced their employment prospects by moving to a new location.

If this is the case, the Service Officer must investigate a possible MALEP employment related exclusion period.

If the customer has voluntarily left work or been dismissed due to misconduct in the 12 weeks prior to claiming, an unemployment failure or an Unemployment Non-Payment Period (UNPP) may have occurred.

Do not generate compliance action until the Employment Separation Certificate (SU1) (or equivalent) and/or supporting evidence is received to identify a non-compliance event has occurred.

See Unemployment due to a voluntary act or misconduct.

Most job seekers are subject to RapidConnect and are advised of their requirements or an exemption to RapidConnect during their Participation Interview at the Jobseeker Online Claim Appointment.

Job seekers who are eligible for a referral to a Workforce Australia or other specialist provider, will have an initial appointment booked during the Participation Interview. Attending this first provider appointment is known as the job seeker's RapidConnect requirement.

In most cases, meeting RapidConnect requirements will determine the start date of the job seeker's income support payment. Note: this is subject to job seekers meeting any waiting periods and qualification requirements.

The Department of Employment and Workplace Relations (DEWR) will automatically refer new job seekers to the Workforce Australia online employment service. This excludes job seekers living in Community Development Program (CDP) regions.

Single customer aged 55 years and over who have been receiving an income support payment or allowance for 9 or more continuous months may be entitled to a higher rate of payment. The system will automatically calculate this and apply the appropriate rate for eligible customers.

Pre-filled Single Touch Payroll (STP) data may present to customers during their online claim. Employer details, name and ABN, will be presented to the customer if STP data is provided to the Australian Taxation Office (ATO) within 8 weeks prior to claim.

Customers will have the option to confirm the employer within the claim. If a customer confirms the employer, once on payment, STP pre-filled income will be presented to the customer when they report. If the customer does not confirm the employer, once on payment, the STP employer may present to the customer again when they report.