Rejecting a claim for Age Pension 065-03030030

Customers are required to provide documentation to support the information declared in a claim for an income support payment. Online claims provide the customer details of outstanding tasks and documentation requirements for the claim.

Additional documentation is sometimes requested after the claim has been submitted. Customers are required to provide information/documentation in the allowable timeframe as requested in writing.

Reject claims 'Failed to Supply Documents (FSD)' or ‘Failed to Reply to Correspondence (FRC)’ if:

• documentation is not provided by the due date, or
• if the delegate determines the customer has provided inappropriate or irrelevant documentation

See Request to reassess a rejected claim.

Claim can be rejected for a residence related reason based on information the customer has provided. However, in some cases visa, citizenship and movement information which is provided directly by the Department of Home Affairs may cause the claim to be rejected. If the information has been provided via the Department of Home Affairs datalink, this will take precedence over any conflicting information provided by the customer.

Where the income is too high for the customer to be payable, but the customer will become payable within 13 weeks of the date they lodged the claim, the start date should be moved to the earliest Entitlement Period Start Date from which the customer is payable.

See Processing claims for Age Pension and Pension Bonus.

Many rejection reasons where the customer is not qualified or payable occur automatically after details have been coded in the claim activity on the customer's record. Record all verified information provided for the assessment of the claim.

See Documents required for Centrelink New Claims.

If a customer makes a claim within 14 days after their partner claims a social security payment, and the claim is rejected FSD/FRC, the customer's Pension Assessment Date (PNA) cannot be changed.

Online claims to be rejected FSD/FRC may be streamline rejected without the need to code more details from the claim. Contact details are updated in the online claim under My Profile. Check these to make sure the correct notice of rejection is issued.

The streamline rejection function allows users to bypass errors and only apply limited data to the customer's record. Provisional data from the claim will not be coded in the claim, and not updated in ISIS.

The streamline rejection function checks the customer's known residence details and online claim responses. If the claim does not auto-reject due to a residence reason, the streamline function option will display. If Service Officers do not see this option, it means that the claim may be rejected due to a residence reason based on information on the customer’s record.

Sometimes, customers may withdraw their claims voluntarily. Withdrawn claims are not rejected, they are deemed to have never been made.

Customers that are not entitled to the Age Pension may qualify for a CSHC. If a customers Age Pension is rejected for specific reasons (see Resources for list), they may receive a Notification Task on their Centrelink online account homepage inviting them to make a claim for a CSHC. Customers can go to the online claim via the Notification Task.

To claim CSHC, the customer can claim online or complete a Claim for a Commonwealth Seniors Health Card (SA296).

The system generated grant and reject letters for deceased customers are not addressed correctly, and contain text that is inappropriate to send to a deceased estate. The grant or rejection letter must be addressed to:

• the 'Executor of the Estate' (if applicable), or
• to the 'Estate of the Late [customer's name]'