Changes in a customer's circumstances and effect on concession card entitlement 102-05040000

A change in a customer's circumstances may include but is not limited to their relationship status, income, address or telephone number.

This procedure does not apply to holders of the following automatic issue cards as entitlement depends on their entitlement to Family Tax Benefit (FTB), income support payment, ABSTUDY Living Allowance or Mobility Allowance (MOB):

• Health Care Card (HCC), or
• Pensioner Concession Card (PCC)

The following details will need to be reviewed and updated on the customer's record for CSHC, LIC and EHC if required:

• income changes, if appropriate
• change of address and/or telephone number
• change of relationship status
• details of partner, and other dependants, when appropriate
• check if customer is still entitled to CSHC, LIC or EHC

Note: if a customer advises they are separating, see Separating safely – protecting personal details to ensure personal information is kept safe.

Customers can give partner's details over the phone or in person. Before linking the customer to the partner, the partner must confirm the relationship. Therefore, the partner must be present when the customer calls or attends in person.

When starting a 'new relationship' the following may be needed for CSHC and LIC claim or continuation:

• the partner's proof of income,
• tax file number (TFN), and
• identity documents

Concession cards are mailed to a customer's postal address and show their home address on the card. However, the customer is also able to nominate a preference to send their concession cards to another address, such as their registered Home (HOM) address.

Any registered Concession Card Preference as shown on the Concession Card Preferences (CCAP) screen will override the default postal address for the concession card only and remain in force until the customer changes or requests to remove this preference.

Customers can use the Update Address, Accommodation and Contact details service to update their address and contact details. See Update address, accommodation or contact details online. Note: updates to concession card preferences are not available online. The online service is not targeted to payment/card specific questions. Currently customers are not able to view (any current) or request a preference address for their concession card online. When updating an address manually for the customer, check if a customer has a preference coded to ensure any preferences are removed/updated for the customer. See Preferences for concession cards.

When LIC holders notify changes to their income and assets, promote the online service. The Manage Income and Assets service can be accessed via Centrelink online account or Express Plus Centrelink mobile app. This service will advise if they need to provide supporting documents.

CSHC holders are only able to view and update annuities, income streams and superannuation pensions via online services. These customers must provide verification of any other income changes for a Service Officer to make the changes. See Lodgement of the Notice of Assessment (NOA) and other evidence of income for Commonwealth Seniors Health Card (CSHC).

If a CSHC customer's ATI is over the income limit, as indicated by lodgement of their Notice of Assessment (NOA) plus other supporting documents such as payment summaries/ATO income statements and income tax returns but is likely to be lower in this current financial year, then an estimate of their income may be provided. An estimate can only be accepted when a change in circumstances:

• has already occurred, and
• can be satisfactorily demonstrated, and
• is an acceptable condition for using an estimate of income for the CSHC income test

All new CSHC claimants and their partners are required to provide a tax file number (TFN) or be granted a TFN exemption. If no TFN or exemption is provided, then the CSHC claim will be rejected. Current CSHC customers and partner (if applicable) are required to provide a TFN or exemption when their entitlement is reviewed. If the TFN is not provided within 28 days, the CSHC will cancel.

Customers:

• lose entitlement to their concession card following incarceration
• will not be able to claim CSHC, EHC and LIC while in prison

Where a LIC customer's partner is imprisoned, the LIC entitlement will continue to be assessed under the couple's income test.

Where a CSHC customer's partner is imprisoned, the couple's higher income limit is allowed.

Note: if the imprisoned customer's partner advises that they are now permanently separated, the single income test will apply for LIC and CSHC.

Eligibility to the EHC ceases when a customer:

• reaches the age of 26 years
• leaves Australia permanently
• ceases to be a full-time student
• moves residence but does not advise Services Australia
• is imprisoned

When making an unfavourable decision, speak to the customer:

• explain the decision
• give them a chance to provide more information, and
• advise their review and appeal rights

Every customer's address (including postal address) and telephone details (including mobile phone numbers) must be checked at every contact and updated if required. This includes any Concession Card Preference (CCAP) the customer has registered, see Preferences for concession cards. Note: if the customer has authenticated themselves via Interactive Voice Response (IVR), address details do not need to be confirmed.