Claiming JobSeeker Payment (JSP) 001-19051501
Expand allThis document explains how a person can claim JSP online, or with help from a Service Officer using Assisted Customer Claim (ACC).
Select the relevant tab:
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Self service tab explains how to help a person make a claim online - Assisted tab explains how to check a person's circumstances to ensure a new claim is required, complete Assisted Customer Claim (ACC) with them and lodgement of claims and documentation
Self service
Claiming JobSeeker Payment (JSP) online
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Action |
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Check access to online account + Read more ... Check the customer has a Centrelink online account linked to myGov. If they do not have an online account:
Before the customer submits a claim, they may need to meet some more identity requirements. This could include:
The agency will let the customer know if they need to do this. Service centre staff can help customers with their online claim using Self Service Terminals. Customers can check which payment is appropriate for them, and start their claim using the Payment and Service Finder:
When discussing online claim options, Service Officers must check:
To check if the address is in a remote location:
Customers who access Services Australia via an agent, Remote Service Centre, or phone, may require assistance to lodge an online claim. Can the customer submit an Online claim?
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Starting an online claim + Read more ... Once the customer has linked their Centrelink online account to their myGov account, they need to:
The following customers can access a streamlined claim process:
To start a new claim:
The Next steps page advises the customer of any further information or documents needed for them to submit their claim. Customers must provide all required documents and verify their identity (if there is no Identify Confirmation (ICI) recorded) to submit their claim. Exceptions will be made for some vulnerable customers. Customers must book a New Claim Appointment before submitting their claim (some exceptions apply). This occurs from the Next steps page and shows as a required task. |
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Electronic messaging + Read more ... Customers who provide a mobile phone number or email address are advised they are automatically subscribed to Electronic Messaging (EM) services, unless they have previously declined EM. They are asked to nominate a preferred contact method (SMS or email) for electronic messages. They are automatically subscribed to receive their Centrelink mail online in their myGov Inbox. They can opt out of these services at any time. |
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To view or update a started claim online + Read more ... To access their online claim, customers must:
A list of all online claims started by the customer will display. If the status of the claim is incomplete, the customer can choose to either:
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Claim progress + Read more ... The Claim navigation page shows the sections of the claim the customer must complete. They must complete each section before they can start the next. They select Start to access sections. Each section contains modules with relevant questions. On each question page, the customer can select Previous to go back to the previous question. Customers can read the Digital Assistant text for help with the questions on the current page. After completing each section, they return to the Claim navigation page to select the next section. They have the option to select Edit to correct answers to a previous section. They can return to the Claim navigation page by selecting the arrow under the last dot on the side navigation and Continue. Customers can use the dots on the side navigation of each page to go between pages in the online claim. If they answer a question incorrectly, a red cross will appear in the dots on the right of the page. They can select the red cross to go to the page with the error. They do not need to complete the claim in one session. Customers can leave the Claim navigation page at any time and the responses will save for them to continue later. They must answer all compulsory questions before they can submit the claim. Customers will be advised if they have a reduced question set. They will see a summary of the following sections and can update as necessary:
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Your personal details + Read more ... Question sets include:
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Your circumstances + Read more ... Question sets will depend on the customer's circumstances and include:
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Your financial details + Read more ... This section allows the claimant to supply or confirm information about their financial income and assets before making their claim. The module includes questions about:
Note: incorrect text will display if a customer answers yes to either of the following accommodation circumstance questions:
The following incorrect text will display at the Real Estate question set within the claim. 'You have told us your principal home at <address> has more than 1 title. We need some more information about the titles'. Tell the customer that the incorrect text displayed will not affect their claim, and to continue completing the property details and submit the claim as normal. If the customer is not willing to proceed with the claim at this point, alternate options such as the ACC or a paper JobSeeker Payment claim (SU716) should be offered. Single Touch Payroll (STP) Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. This includes the employer name and ABN. Staff can recognise a STP employer has been presented if the question “Do you work for (employer)” is displayed in the claim slider. Further details can be seen on the STP Employer Update screen (EMCF). If a customer confirms the STP employer, STP pre-filled income may also present on the STP Employer Wage Items screen (EMGI). Staff can accept the STP data on EMGI if the pay event date is after the customer grant date. Staff will need to contact the customer to confirm the amounts prior to accepting the STP data. If a customer has previously confirmed an employer and advises they do not work for the employer anymore, the employer will still remain as confirmed on EMCF. This employer should be recorded by the customer in previous employer details for employers ceased within the last 12 months in the claim. Provide details later If the customer cannot provide all their income and asset information, they can provide this information on a paper form. See the Resources page for a link to Online Forms. This is advised at Next steps. |
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Review and Confirm + Read more ... Outstanding items This section will display if the customer has selected Provide details later in any of the previous sections of the claim. The items can be selected and the customer will go back to the relevant section of the claim to make the update. Confirm details A summary of all the information provided by the customer will display so they can check what they have entered is correct. The information displays in sections, for example, Circumstance details. A summary of My profile information also displays. Customers must ensure all information is correct. To correct online claim or My profile information, the customer can select the Update button relevant to the answers requiring change. This will take them back to My profile or the relevant section of the claim to review/update the particular claim questions and responses. Declaration Once all information is correct, the customer must read and accept the declaration by ticking the box. Completing the declaration means, a signed claim form is not required. Acknowledgement The customer must read and accept the acknowledgement by ticking the box. Completing the acknowledgement means the customer understands and agrees to the terms of their claim. Confirm Information The customer must read and select the Confirmation Information button to save all the information provided in the claim. No answers in the claim can be changed once this button is selected. Early Claims A customer can commence an early claim for JSP up to 13 weeks prior to the first day of eligibility. They cannot complete the Review and Confirm declaration, Next steps or submit the claim until they are within 14 days prior to the first day of eligibility. A reminder notification will be sent to the customer 14 days prior to the first day of eligibility advising they can now complete and submit their online claim. |
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Next steps + Read more ... At the Next steps section the customer can:
Note: the customer must have completed their identity linkage before they can book a new claim appointment (Participation Interview). |
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Uploading documents for online claims + Read more ... Customers can access their started online claim using their Centrelink online account or the Express Plus Centrelink mobile app to upload the required documents to submit their claim. In the Next steps section, there is an Upload button to upload documents next to each listed task. Help the customer upload the documents and submit their claim online. If necessary, Service Officers can scan the documents and submit the claim for the customer:
If the customer uploaded or provided documents before starting the online claim or ACC, the document displays as Required on the Next steps section. The customer can either:
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Booking a job seeker new claim appointment + Read more ... Booking an appointment displays as a required task at the customer's Next steps section. The appointment task displays once all required tasks are completed, unless exceptions apply. When the customer books the appointment, they are directed to the Book Appointment page. The system sets the appointment and contact type, the customer is asked to:
The customer selects Next to show their appointment details including:
A Reschedule button displays allowing the customer to reschedule if needed. If the customer has indicated they require an interpreter, they are prompted to contact Multilingual Services rather than booking an appointment online. Multilingual Services will book an appointment with an interpreter at the customer's local service centre. If the customer does not have a contact number recorded in My profile, a message tells them to call or visit their nearest service centre to make an appointment or to have their mutual obligation requirements assessed. To manually book a job seeker online claim appointment for a customer, complete the relevant fields as below:
Once booked, the customer's task will display as Done. The View button displays so they can view or reschedule the appointment. The customer is prompted to submit their claim. Note: the system will check each night if appointments for the following day link to a submitted claim. If the customer has not submitted their claim, the system will cancel the appointment and the customer task will return to a status of Required. |
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To submit claim + Read more ... To submit their claim, customers must:
Some vulnerable customers may be able to submit their claim without providing all documents. Claims not submitted within 13 weeks will expire. The claim cannot be submitted if the Required tasks are not complete. Once the tasks are completed, the Submit button will display and the customer can submit their claim. |
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Further assistance + Read more ... 'Channel hopping' means:
For more information, see Assisted Customer Claims (ACC) table on the Assisted tab. |
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Pre-population of claim responses in the Job Seeker Snapshot + Read more ... Responses to some questions in the JSP claim will be used to pre-populate similar questions in the Job Seeker Snapshot. The job seeker will have the opportunity to review the responses and make changes within the Job Seeker Snapshot (online or staff assisted). |
Assisted
On this Page:
Contact about claiming JSP
Table 1
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Action |
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Initial contact + Read more ... For information about eligibility, see Eligibility for JobSeeker Payment (JSP). Where the customer is unable or unwilling to claim online, they can claim JSP via:
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Early claims + Read more ... A customer can start an early claim for JSP online up to 13 weeks before their first day of eligibility. They cannot complete Review and Confirm, Next steps or submit the claim online until within 14 days of the eligibility day. They will get a reminder notification 14 days before their eligibility day. If they are making an early online claim after a break in payment of 39 weeks or less, they will have fewer questions. If a customer lodges an early claim online, in the Next steps section, a Supplementary task button displays advising the customer to Complete the Job Seeker Snapshot online. If the customer cannot claim online, ACC may be run. 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 at the time of claiming. Has the customer lodged an early claim?
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Online claim offer + Read more ... When discussing online claim options, Service Officers must check:
To check if the address is in a remote location:
Customers who access Services Australia via an agent, Remote Service Centre, or phone, may require assistance to lodge an online claim. Can the customer submit an Online claim?
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Assisted Customer Claim (ACC) + Read more ... Service Officers use ACC when:
ACC will identify all documents required from the customer before the claim can be submitted. The Service Officer or the customer can upload any required documents. See Upload documents service. If the required documents include a form, the customer can print it from Services Australia website or the Service Officer can issue it. For help completing ACC, see Table 2. |
Assisted Customer Claim (ACC)
Table 2
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Before starting ACC + Read more ... Check the Document List (DL) screen for any DOCs relevant to a claim for JSP, including whether there is a DOC that includes 'Transition Claim' in the title. Update the customer's personal details via Change in Contact Details workflow, as ACC no longer asks them. If there is a DOC with 'Transition Claim' in the title, the ACC is not required as this means the customer has submitted a streamlined claim to transfer to JSP. If ACC was started before that workflow was run, the claim can be exited and the updates made outside the claim before submitting it. The updates will appear on the Review page in ACC. Note: do not update accommodation details using the Change in Contact Details workflow, as they will be updated in ACC. Customers eligible to access a streamlined claim for JSP will have a 'task' display in their online account. Encourage them to complete this task. The streamlined claim option is not available through ACC. For information on eligibility for this process, see Transfer to JobSeeker Payment (JSP) from another payment. Is the customer currently receiving Disability Support Pension?
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Start ACC + Read more ... Staff can access ACC via the ACC desktop icon. My online claims page will display any current and historical claims.
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Claim Introduction + Read more ... Introduction text advises the customer about collecting and confirming information before the claim can be submitted.
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Claim navigation section + Read more ... The Claim navigation page displays sections of the claim to be completed. The next section cannot be started until the previous section is complete. This page displays:
The claim does not have to be completed in one session. Service Officers can select Claim navigation section at any time and their responses will save automatically, enabling them or the customer to continue with the claim later. |
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Your personal details + Read more ... Question sets include:
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Your Circumstances + Read more ... Questions will request the customer to provide information about their previous circumstances prior to applying for payment. Circumstances the customers may select include:
If the customer selects any of the work related circumstances, they must provide the date they last worked, confirm if still employed, and details of their former employment such as the employer's name and contact details. Additional circumstances The customer is asked a series of questions to determine if they are eligible for other assistance and services, for example:
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Your financial details + Read more ... Questions include:
The customer is advised if there is existing income and asset information. Employment details may be pre-filled through Single Touch Payroll (STP) in the online claim for the customer to confirm. This includes the employer name and ABN. Online income and asset collection includes:
Some question sets still require paper forms to be completed:
Customers can upload their supporting documents for income and assets by using Upload documents. |
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Review claim and Customer declaration + Read more ... Check all information is correct on the Review your claim page.
Customer declaration When ACC is used to support the claim process, encourage the customer to submit the claim using their Centrelink online account or the Express Plus Centrelink mobile app. If a customer is willing to take over their own claim, remind them they must submit the claim as soon as possible. For early claims, the customer cannot complete the declaration and submit their claim until they are within 14 days prior to their first day of eligibility. Note: nominees cannot access the Express Plus Centrelink mobile app on behalf of a customer. They can select Nominee access from the More menu in the app. This will securely redirect them to their Centrelink online account on their mobile internet browser. If a customer is willing to do so, remind them they need to submit the claim, or it will expire after 13 weeks. If the customer declines or is unable to submit their claim online:
Once the verbal declaration is accepted and ACC submitted a DOC containing this information will be displayed in:
Outstanding items This section will display if the customer has selected Provide details later in any of the previous sections of the claim. Select the item to go back to the relevant section of the claim to make the update. Confirm details A summary of all the information provided by the customer is displayed so they can check what they have entered is correct. The information displays in sections, for example, Circumstance details. A summary of My profile information also displays. Ensure all information is correct. To correct online claim information, select the Update button relevant to the answers requiring change. This displays the relevant section of the claim to review/update the particular claim questions and responses. To correct My profile information and personal details, exit ACC and update using the Change in Contact Details workflow. Declaration Once all information is correct, the declaration must be read to the customer and accepted by ticking the box. Completing the declaration means a Customer Declaration Form (CDF) is not required. Acknowledgement The acknowledgement must be read to the customer and accepted by ticking the box. Completing the acknowledgement means the customer understands and agrees to the terms of their claim. Confirm Information The Confirmation Information button should be selected to save all the information provided in the claim. No answers in the claim can be changed once this button is selected. |
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Completing tasks + Read more ... Encourage customers to use their Centrelink online account or the Express Plus Centrelink mobile app to complete tasks and submit their claim. Some tasks may have an information pop-up message with help text to explain what type of documentation is required and considered valid for this task. Access this by selecting a specific word, underlined in the task. Selecting the specific word again will exit the pop-up message. If the customer uploaded or provided documents before starting the online claim or ACC, the document displays as Required in the Next steps section. The customer can:
Telephony Service Officers can help the customer upload the documents and submit their claim online. If necessary, face to face Service Officers can scan the documents and run the Request and Manage Customer Tasks guided procedure to submit the ACC for the customer. Note: if a Service Officer does this, the customer will not have access to the Claim Tracker or notification. |
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Jobseeker Online Claim appointment + Read more ... Service Officers skilled in Participation Interview and assessing Jobseeker claims must:
Service Officers not skilled in Participation Interview must:
From the Booked Appointments screen, select
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Submit claim + Read more ... To submit the claim via ACC, all mandatory questions must be answered, and all required documents must be provided, including identity documents where there is no Identity Confirmation Indicator (ICI) recorded. A jobseeker online claim appointment must be booked. Once all Required tasks are completed, Submit the claim. The Claim Submission Details page will display:
Note: complete the Participation Interview and finalise processing of the new claim using Process Direct. |
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Pre-population of claim responses in the Job Seeker Snapshot + Read more ... Responses to some questions in the JobSeeker Payment claim will be used to pre-populate similar questions in the Job Seeker Snapshot. The job seeker will have the opportunity to review the responses and make changes where required within the Job Seeker Snapshot (online or staff assisted). |
and complete the following fields:Actioning a facilitated claim review work item following a DSP Medical Risk Based Review with a notifiable event to claim JSP
Table 3
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DSP cancellation decision + Read more ... JSP Review (JSP/REV) Future Activity List (FAL) activity matures and is allocated via workload management (WLM). See MRBR Decision - DSP SOI DOC for DSP cancellation details. Has the customer applied for a formal review of the DSP cancellation?
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First contact with customer is unsuccessful + Read more ... Annotate the MRBR Decision - DSP SOI DOC with details of the contact attempt:
The JSP Review work item must be unassigned. Choose service support referral, this reallocates the work item for a second contact attempt to be made. See Workload Management. |
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Second contact with customer is unsuccessful + Read more ... Annotate the MRBR Decision - DSP SOI DOC with details of the contact attempt:
Procedure ends here. |
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Contact with customer is successful + Read more ... If the customer applies for a formal review of decision, go to Step 5. If the customer does not apply for a formal review of decision or requests an ACC to be run, complete the following:
Procedure ends here. |
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Customer applies for a formal review of the DSP cancellation + Read more ... If the customer applies for a formal review of the DSP Cancellation, Service Officers are to:
Do not complete the ACC. Procedure ends here. |