Transfer to Age Pension 065-03010020

Check the customer has a Centrelink online account linked to myGov.

Tell them how they can create a myGov account and link it to their Centrelink online account. This enables them to receive Centrelink mail online through the myGov Inbox.

Service centre staff can help customers with their online transfer through self-service terminals.

Once signed into their myGov account, customers can access their transfer through:

• a message in their Inbox which contains a direct link to their online transfer task
• their linked Centrelink online account and selecting the Age Pension transfer task on the homepage
• their linked Centrelink online account and selecting the Transfer to Age Pension link from the Tasks section

The transfer does not have to be completed in one session. Customers can save their responses and continue later by selecting the My online claims link. The online task/link will expire 13 weeks after the customer reaches Aged Pension age if not completed.

Note: customers over Aged Pension age may not have an online transfer task. They can access the Transfer to Aged Pension online by selecting Claims under Payment and Claims.

This page displays:

• For some income support customers:
• A list of the benefits of remaining on their current payment
• A list of the benefits of transferring to Age Pension
• Questions about transferring to Age Pension depending on the individual circumstances:
• Have you recently submitted a transfer to Age Pension form?
• An international social security agreement may affect you getting Age Pension. If you receive a payment under this agreement, you can call us on 13 16 73 from within Australia. If you are outside Australia, you can contact us on our International Services line
• Am I eligible to transfer to Age Pension?
• Turning Age Pension age may affect your Special Benefit. If you're eligible for an income support payment, you can't get Special Benefit. You can complete this online service to see if you are eligible for Age Pension. We'll continue to pay you Special Benefit if you're not eligible for Age Pension
• Do you receive a Disability Compensation Payment from the Department of Veterans' Affairs?
• Will the Department of Veterans' Affairs pay my Age Pension?
• When is Age Pension most appropriate?
• Do you want to transfer to Age Pension?
• Do any of the following circumstances currently apply to you?
  Have been affected by family and domestic violence
  Have been in prison or psychiatric confinement for 14 days or more
  Are a humanitarian entrant in Australia for the first time
  Had to leave your usual home because of an extreme circumstance
• Are you in severe financial hardship?

Once the questions are answered the customer selects Continue.

If the customer:

• wants to transfer to Age Pension, go to Step 4
• does not want to transfer to Age Pension and they:
• have superannuation to be recorded or it has already been recorded, go to Step 6
• do not have superannuation, read the Declaration displayed. If accepted select Submit and go to Step 7

The Claim navigation page displays the sections of the transfer required to be completed. The sections must be completed in order and the next section cannot be started until the previous section is complete.

Each section contains modules with relevant questions.

As these customers are already on an income support payment, there is an expectation that their circumstances are already up to date and accurate.

On each question page, the customer can select Previous to go back to the previous question.

When each module is completed and the end of the section is reached, the customer is returned to the Claim navigation page to select the next section.

As each section is completed, the customer has the option to return to a previously completed section to change their answers by selecting the Edit option. They can then navigate directly to the module they wish to update by selecting the relevant tab.

Customers can use the dots on the side navigation of each page to navigate between pages in the online claim. If a question is answered incorrectly, a red cross appears in the dots on the right side of the page. Customers can select the red cross this takes them directly to the page containing the error.

Customers can read the help text for assistance with the questions on the current page and launch the interactive Digital Assistant.

Customers must answer all compulsory questions before they can submit their application to transfer.

The customer needs to answer questions about:

• Your personal details and interpreter details
• Address details
• Contact details
• Accommodation details (depending on customers circumstances)

Information from the record is presented for the customer to confirm or update. If they need to update their details, they are taken to a separate page where they can complete and confirm the changes and then be returned to the started transfer.

The customer needs to answer questions about:

• Australian Residence
• Superannuation (if they have indicated 'yes to super' on the Transfer to Age Pension page)
• Home property (depending on customer’s circumstances)
• Income details personal exertion (depending on customer’s circumstances)

If the customer does not want to transfer to Age Pension, they are still asked questions about their superannuation and need to complete:

• the declaration page, and
• the transfer process

Information from the record is presented for the customer to confirm or update.

If the customer wants to update or remove details, they select the Edit icon, or select Add, if they want to provide additional details.

Outstanding items

This section displays 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 goes back to the relevant section of the claim to make the update.

Confirm details

A summary of all the information provided by the customer displays so they can check what they have entered is correct.

If changes are needed, the customer can select the Update button relevant to the answers requiring change. This takes them back to the relevant section of the claim to review/update the particular claim questions and responses.

Declaration

Once all information is correct, the customer must accept the declaration by ticking the box. Completing the declaration means, a signed claim form is not required.

Acknowledgement

The customer must 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 select the Confirm Information button to save all the information provided in the claim. Answers in the claim cannot be changed once this button is selected.

The Next steps page advises the customer of any further information or documentation needed for them to submit their claim.

Customers must provide all required documents and verify their identity (when a Confirmed Identify status has not been achieved) to submit their claim. Exceptions are made for some vulnerable customers.

To be assessed from the earliest possible date, customers need to provide all required information and supporting documents and submit the transfer as soon as possible. Customers can access their saved transfer for 13 weeks. After 13 weeks the transfer will expire.

Documents and Forms

This page includes:

• a list of supplementary information and required documentation needed from the customer
• a link to download or print required forms
• an Upload button

Customers can access their started online transfer using their Centrelink online account or the Express Plus Centrelink mobile app to upload the required documents to submit their transfer.

On the Next steps page, there is an Upload button next to required tasks. This launches the Upload documents service and changes the Task status to ‘Done’ after documents have been provided or actions completed.

If necessary, Service Officers can scan the documents and then submit the transfer for the customer.

• Scan the documents
• Access the Tasks icon in Process Direct and mark the task as Provided, see the Process Direct – managing tasks table for more information

If the customer uploaded or provided documents before starting the online transfer, the document displays as Required on the Next steps page. The customer can either:

• re-upload the document on the Next steps page
• contact by phone or in person to have the Request and Manage Customer Tasks guided procedure run to change the document status from Required to Provided

To submit their transfer, customers must:

• answer all mandatory questions
• provide all their required documents
• verify their identity (when a confirmed Identity Confirmation status has not been achieved)

Exceptions may apply for vulnerable customers to submit their transfer without providing all documents.

The transfer cannot be submitted if the required tasks are not completed.

Once the relevant tasks are completed, the Submit button becomes available so the customer can submit their transfer.

Customers can access their submitted online transfer by returning to the My online claims page to view it at any time.

Once submitted, the customer cannot update the transfer details online. They must contact Services Australia if they want to provide additional information.

'Channel hopping' between the online transfer and the Assisted Customer Claims (ACC) workflow allows:

• a Service Officer to help a customer with starting the online transfer, which would then be completed by the customer online (an active Centrelink online account is required), or
• the customer to start an online transfer and have it continued by a Service Officer

Online transfers and ACCs can also be started and submitted by customers or their nominees.

For more information, see Assisted Customer Claim (ACC) table in the Assisted tab.

If the customer is at risk of losing current qualification (or has already lost qualification) and requires priority processing to avoid placing the customer in financial hardship, see Urgent transfers to Age Pension.

If they are:

• receiving ABSTUDY or Farm Household Allowance, the transfer process does not apply. See Claiming and re-claiming Age Pension. Procedure ends here
• an identified Indigenous customer, go to Step 2
• in Environment I, go to Step 3
• eligible to complete the online transfer to Age Pension, go to Step 4

Customers who are Aged Pension age may be automatically transferred to Age Pension if they are an identified Indigenous customer.

• If the Indigenous indicator is updated before the customer reaches Age Pension age, the system automatically transfers them if they have not submitted an online transfer to Age Pension or lodged a Transfer to Age Pension (SA383)
• If they submit an online transfer to Age Pension or lodge an SA383 it must be processed manually, as the system will not action the transfer automatically

Are they eligible for automatic transfer to Age Pension?

• Yes, the system automatically transfers them to Age Pension when they turn Age Pension age. Remind the customer of their notification requirements, including advice that any money invested in superannuation is assessable as a financial investment from Age Pension age. See Assessing superannuation. Procedure ends here
• No, go to Step 4

International Services (CIS) process these transfers.

The system will check if the customer needs an interpreter.

Does the Other Contact Details (OCD) screen on the customer’s record indicate an interpreter is needed?

• Yes, a Manual Follow-up (MFU) with keywords MFU-CIS and PNTTA is generated and no form is automatically sent to the customer
• There is no PEN/AAP Transfer to Age Review on the Future Activity List (FAL) or Activity List (AL) screens. The above MFU alerts CIS the customer is approaching Age Pension age and therefore superannuation becomes assessable. CIS actions the MFU by sending out an appropriate bilingual income and assets form (Mod IA or SA220) with advice of advantages of remaining on current payment or transferring to Age Pension. CIS staff may be aware of additional advantages for customers overseas
• If there is no upper age limit on their current payment, the customer is asked to nominate their choice to transfer to Age Pension or remain on their current payment. CIS sets up a review for return of the review form and on its return complete the transfer or reassess their current payment
• See Resources page for detailed information on the advantages and disadvantages of transferring to Age Pension
• No, go to Step 4

Customers eligible to complete the online transfer to Age Pension can access this service 91 days before reaching Age Pension age. Encourage customers to complete their transfer to Age Pension online.

The Age Pension transfer is available 13 weeks before reaching Age Pension age if the customer is:

• subscribed to online letters or Electronic Messaging, they are sent a letter to their myGov inbox to complete the transfer. The letter includes a hyperlink to the agency's website and direct link to their online transfer task
• not subscribed to online letters or Electronic Messaging, they are sent a letter and a Transfer to Age Pension (SA383) form by mail, with the option to complete the transfer online rather than return the form

If the Transfer to Age Pension has not been completed online or returned 28 days before reaching Age Pension age, the customer is sent a reminder letter or SMS depending on their preferred communication method.

If the customer has not completed the online task or returned the SA383 form upon reaching Age Pension age, their (and if applicable, their partner's) payment is suspended or cancelled.

If the customer reaches Age Pension age and their current payment suspends or cancels, the Transfer to Age Pension task remains available on the Centrelink online account home page for up to 13 weeks after the suspension or cancellation date.

Note:

• payment (including the partner's if applicable) should only be restored once the customer has submitted the online transfer, via the Assisted Customer Claim (ACC) workflow, or lodged a SA383 including required documentation
• identified Indigenous customers will not receive a reminder nor have their payment suspended if they do not respond, except for single Disability Support Pension (DSP) customers who receive Rent Assistance as they must advise if they are sharing accommodation so it can be determined if they are better off remaining on DSP

Go to Step 5.

If customer over Age Pension age contacts and one of the following applies:

• a Manual Follow-up (MFU) has matured and is visible on the Activity List (AL) screen
• the customer has previously declined the transfer, but now wishes to transfer to Aged Pension
• the customer is currently or within 13 weeks of 10 years qualifying Australian residence, or
• the customer is a female who was widowed (see Status (MS) screen for WID relationship status), while both the customer and partner were Australian residents and has at least 104 weeks Australian residence prior to claim (or will have the required residence within a few weeks) as per Australian Historical Residence (RSAHR) screen, then record details on a DOC on their record
• the customer was getting Carer Payment (XWP), and
• their only or last payment level CA will stop due to temporary cessation of care, or
• their CA and/or CP allowable portability period ends before 1 July

See Residence assessment for customers claiming Age Pension for more information.

Go to Step 6.

If the customer has not contacted and a Manual Follow-up (MFU) has matured or they will lose eligibility for current payment, issue a request to contact the agency Q164 and record reasons / details on a DOC, procedure ends here.

If the customer is not yet residentially qualified (for example is within 13 weeks of qualification), record details on a DOC, procedure ends here.

For customers receiving pension payments which can continue once they reach Age Pension age, discuss the advantages and disadvantages of transferring to Age Pension. These vary depending on the payment they are currently receiving.

For more information, see Resources page for the effect on payments.

The customer must complete and submit the transfer to Age Pension even if they do not wish to transfer and want to remain on their current payment. If the transfer to Age Pension is not completed, their (and if applicable, their partner’s) current income support payment will suspend or cancel once they reach Age Pension age.

Customers over Age Pension age can apply to transfer to Age Pension online.

Explain to the customer their transfer to Age Pension can be completed online, advise of benefits and offer support.

Does the customer agree to complete their transfer to Age Pension online?

• Yes, see Self-managed tab
• No, go to Step 7

If the customer is unable or unwilling to use online services run ACC.

To help customers who cannot use self service, staff are to run the Assisted Customer Claim (ACC) workflow with the customer. This ensures they are advised of the documents that are needed to assess their claim at the earliest date to support them in their claim.

This action needs to be taken separately if both the customer and partner wish to apply to Transfer to Age Pension.

Upon receipt of the form, scan it and any documents to the customer's record.

To process the transfer or to record the customer's choice not to transfer to Age Pension, see Processing transfers to Age Pension.

A transfer started using ACC will expire after 13 weeks if not submitted.

Check the Document List (DL) screen for any DOCs relevant to the transfer to Age Pension.

If the transfer has already started and the customer is now providing documents, go to Step 10.

If needed, update the customer's details via the Change in Contact Details workflow, their Indigenous Identifier information (if known) and interpreter details via the Other Contact Details (OCD) screen in the customer’s record, as these questions are no longer asked in ACC. Note: do not update accommodation details as this can be updated in the ACC.

Staff can access ACC via the ACC desktop icon.

The Customer Claim Summary page displays any current and historical claims.

• Select Make a claim
• Select the Get started under the Older Australians heading, then Transfer to Age Pension

Read the privacy message in full and select the customer's response:

• For customers receiving Carer Payment or Disability Support Pension a list shows the benefits of remaining on their current payment and the benefits of transferring to Age Pension
• Read the information to the customer (or correspondence nominee) and answer the questions as they present:
• Do you want to transfer to Age Pension?
• Update Source and Date of Receipt
• Select Begin

If the customer wants to be transferred to Age Pension, go to Step 5.

If the customer does not want to transfer to Age Pension and they:

• have superannuation to be recorded or it has already been recorded, go to Step 7
• do not have superannuation, read the Declaration displayed. If accepted select Submit and go to Step 8

The Claim navigation page displays the sections of the transfer required to be completed. The sections must be completed in order. The next section cannot be started until the previous section is complete.

In order for eligible customers to receive Age Pension from the earliest possible date they must submit the transfer with all required supporting documentation.

Note: different processes apply for customers in vulnerable circumstances, see Intent to claim and vulnerable customers.

The sections are accessed by selecting Start.

Each section contains modules with relevant questions. The modules display as tabs at the top of each page. On each question page, there are options to select:

• Back to go back to the previous question or module
• Save to save the transfer/claim at the current stage
• Next to progress forward with the module questions

Select Help to access the Digital Assistant text for help with the questions on the current page. Help text opens in a separate window and can be printed.

As each module is completed, the Claim navigation page displays to select the next section.

Select the Edit option to return to a previously completed section to change answers. Select the relevant tab to navigate directly to the module to be updated.

Select the last module tab > Next to return to the Claim navigation page after making changes.

The transfer does not need to be completed in one session. Select Save and Exit on the Claim navigation page at any time and the customer's responses will automatically save so they can continue with their transfer later.

Customers must answer all compulsory questions and upload required documents before the transfer/claim can be submitted, except where a claim submission exception applies.

Question sets include:

• Your personal and interpreter details
• Address details
• Contact details
• Accommodation details (depending on customer’s circumstances)

The customer needs to answer questions about:

• Australian Residence
• Superannuation (if they have indicated 'yes to super' on the Transfer to Age Pension page)
• Home property (depending on customer’s circumstances)
• Income details personal exertion (depending on customer’s circumstances)

If the customer does not want to transfer to Age Pension, they are still asked questions about their superannuation.

Information from the record is presented to confirm or update.

If the customer wants details to be removed or updated, select the Edit icon, or select Add if they provide additional details.

Check all information is correct on the Review and confirm page.

• If mandatory information is missing, a red Update required message displays
• Confirm the customer's contact details are correct. If updates are needed, exit ACC and use the Change in Contact Details workflow. If Indigenous Identifier information (if known) or interpreter details need to be updated, go to the Other Contact Details (OCD) screen to make an update in the customer’s record
• If other answers are to be corrected, select the relevant Update button
• This information will then populate into the claim
• The Next button will not be enabled until the required updates are made

Customer Declaration

Where 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 so that the customer can monitor the progress of their claim through the Claim Tracker.

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, which will securely redirect them to their Centrelink online account on their mobile internet browser.

If the customer declines or is unable to submit their claim online:

• Read the customer the verbal declaration script and the acknowledgement
• Tick the box on the Review and confirm page if they accept
• This confirms that the declaration and acknowledgement has been read, and that the customer accepts it

Once the verbal declaration is accepted and ACC submitted a DOC containing 'Staff assisted verbal declaration accepted - Yes' displays in:

• Process Direct notes
• Customer First Super Case
• the Customer Claim Summary

This page advises any further information or tasks needed for the claim to be submitted.

It also displays:

• Advice for the customer to submit their claim to be paid from the earliest possible date and by which date to submit their claim
• Links to download or print required forms

Note: customers who can submit their claim and have electronic messaging (EM) will receive targeted notifications. See Circumstance Change Monitor (CCM) for more information.

• Where the customer is unable to access the digital channels to upload documents discuss alternative options
  If necessary, arrange for the documents to be scanned to file and mark the task as Provided. Use the Request & Manage Customer Tasks guided procedure to update the Process Direct Task list
• For information on how and when to scan documents using a Multi-Function Device (MFD), see Scanning Centrelink documents using an MFD. Note: if this is done the customer will not have access to the Claim Tracker or targeted notification even if they have EM
• If the customer is unable to provide the required documentation, advise the customer the transfer/claim will remain in draft and cannot be submitted until all required tasks are completed
• If the transfer is to be submitted under a claim submission exception, tell the customer they must meet the requirements within 14 days or the transfer may be rejected

On the Next steps page there is an Upload button.

If the customer uploaded or provided documents before an online transfer or ACC is started, these would generally be scanned to the customer's record. Once the online transfer or ACC is present the document displays as Required on the Next steps page. The customer can either:

• Re-upload the document from the Next steps page
• Request the Request & Manage Customer Tasks guided procedure be run to change the document status from Required to Provided

Note: where documents are provided before starting the transfer, ensure they meet the document requirements.

Once all Required tasks are completed, or the transfer is to be submitted under a claim submission exception, they can select Next then Submit so the transfer can be submitted.

The Submitted page displays:

• Submitted date
• Claim ID
• Estimated Completion Date Range (ECDR) that can be given to the customer
• Tabs that link to View claim history and View claim answers

See Processing transfers to Age Pension.