Initial contact by customers registering for Pension Bonus Scheme (PBS) 065-01010020

The PBS is closed to new registrations from 1 July 2014. Run the First Contact Service Offer (FCSO) workflow for all customers who contact about claiming the Pension Bonus Payment (PBP). This ensures the customer will get appropriate information and forms for the Pension Bonus claim.

For criteria, see Qualification and assessment of PBP.

Staff must recommend that PBS registered customers contact a Financial Information Service (FIS) Officer before lodging their claim for PBP and Age Pension.

Offer one of the following:

• a FIS Officer contact via Fast Note. Use Fast Note - select Generic > Enquiry > Request for contact FIS, or
• FIS appointment booking

DOC the customer's response to the FIS offer.

Does the customer want to lodge a claim for the PBS?

The PBS was closed to new entrants who did not qualify for Age Pension before 20 September 2009. Service Officers must not register customers in the PBS unless the customer reached Age Pension qualification before 20 September 2009 and lodged or can be deemed to have lodged an application to register before 1 July 2014. Customers who used the early registration provisions and registered in the 13 weeks before they qualified for Age Pension, and before 29 June 2009, when Royal Assent was given, may be registered in the PBS, even if they did not qualify for Age Pension before 20 September 2009.

• To register for PBS, go to Step 2
• To lodge a claim for PBP, see Initial contact by customers claiming PBP. Procedure ends here

Check if the customer and/or partner (if eligible) meet the following criteria:

• Lodged or can be deemed to have lodged an application to register before 1 July 2014
• Reached Age Pension age before 20 September 2009
• Satisfies the residence requirements for PBS before 20 September 2009. See Residence assessment for customers claiming Age Pension

Does the customer and/or partner (if eligible) meet the above criteria?

• Yes, go to Step 4
• No, go to Step 3

The customer must not be registered in the scheme.

To be eligible for a Pension Bonus a person must be a registered member of the PBS.

The scheme closed to new registrations on 1 July 2014.

Explain to the customer why they cannot join the scheme.

If the customer is dissatisfied with the explanation, advise they may test their eligibility for a Pension Bonus when they claim Age Pension. If they are not a registered member of the PBS the Pension Bonus claim will be rejected, but this will allow them to seek a review of the decision.

Does the customer have a Registration in the Pension Bonus Scheme (SA319) to lodge?

• Yes, go to Step 5
• No, advise the customer that the SA319 is no longer available. Procedure ends here

Has the customer and/or their eligible partner been working, or do they intend to work, for at least 960 hours a year for more than 12 months past Age Pension age?

• Yes, go to Step 5.
• No, ensure the customer is aware that depending on their circumstances they may be able to work and receive Age Pension. Procedure ends here.

The Registration for the Pension Bonus Scheme form (SA319) is no longer available from 1 July 2014. However, if the customer has an application form to lodge it should be accepted. The customer will be advised of the outcome of their application in writing.

See Registration for PBP.

Customer and partner, if applicable, may also wish to test their eligibility to the CSHC. Alternatively check if partner may be eligible for an income support payment and issue appropriate forms.

An application for the CSHC does not affect their claim for PBS.

The customer can claim online or lodge a Claim for a Commonwealth Seniors Health Card (SA296).

Offer to book a new claim appointment for partner.

If required book an interpreter.