Initial contact by customers applying for the Home Equity Access Scheme (HEAS) 065-01010060

Customer calls or attends a service centre and enquires about:

• claiming the HEAS, see Claiming a Home Equity Access Scheme loan
• requesting an advance payment, see Advance payments for Home Equity Access Scheme loans for more details

Is the customer registered for online services?

• Yes, go to Step 3. Customers can access the HEAS calculators through their Centrelink online account
• No, go to Step 6

Note: customers can use the HEAS calculators without accessing their Centrelink Online Account. However, customers must be encouraged to test their eligibility and estimate by logging into their Centrelink Online Services. This will make sure they get the most accurate results.

The calculator shows customers an estimate based on their current rate and circumstances. The actual amount may vary for future enquiries.

• Help customers access their Centrelink online account
• If required, see Customer Online View for Service Officers 111-06042000
• There are 2 calculators available:
• HEAS eligibility calculator, go to Step 4
• HEAS loan estimator, go to Step 5

• This calculator shows customers their eligibility and gives them the option to estimate their rate via the loan estimator
• The customer personal details pre-populate into the calculator. Customers have the option to change the details
• Is the customer eligible for the HEAS?
• Yes, customer can continue to estimate their loan rate, go to Step 5
• No, tell the customer about the Services Australia Payment and Service Finder

• This tool provides customers with an estimate on how much they can borrow under the HEAS
• When customers log into their Centrelink online account and access the loan estimator, their personal details prepopulate. This includes:
• their current HEAS loan balance, if they have a current loan
• their fortnightly pension
• their loan payment rate
• their maximum pension rate number, and
• details of any previous advances taken
• Results display the:
• maximum HEAS rate available on that day, taking into account any advances already made, and the customers’ maximum and actual pension rate
• maximum HEAS advance they can get and are asked- How much they would like to take as an advance
• most their fortnightly rate can be, taking into account any advances paid or requested. Customers can choose how much their fortnightly rate could be, by choosing different rate options. For example, maximum, fixed or percentage
• The Loan estimator shows an estimate of the following:
• How much they will have been paid
• What their loan balance will be when they reach their maximum loan amount
• When they will reach their maximum loan amount
• What fortnightly amount of loan they are entitled to
• What advance amount they are entitled to
• What the projected value of their real estate will be, displayed in a table

Go to Step 7

• There are 2 calculators available on the Services Australia website:
• Home Equity Access Scheme eligibility
• Home Equity Access Scheme loan calculator
• Customers can test their eligibility and estimate a loan by adding their personal details. For example:
• their pension details
• current HEAS loan
• previous HEAS advances

Go to Step 7

Would the customer like to make a HEAS application?

• Yes, see Claiming a Home Equity Access Scheme loan
• No, procedure ends here