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

A customer with a Commonwealth Seniors Health Card (CSHC), Low Income Health Care Card (LIC) or ex-Carer Allowance (child) Health Care Card (EHC) notifies of a change in circumstances.

If the customer is notifying:

• separation from their partner, go to Step 2
• becoming partnered/a member of a couple, go to Step 4
• requesting cancellation of their concession card, go to Step 5
• that their and/or their partner's income details need updating, see Table 2 > Step 5
• that their address and/or telephone number need updating, see Table 2 > Step 1
• of an update to an existing account-based income stream or a new account-based income stream, see Table 2 > Step 8
• of imprisonment (except EHC) and has a CSHC or LIC, see Table 2 > Step 9

For EHC only customer notifying of:

• leaving Australia
• ceasing becoming a full-time student
• imprisonment

See Table 3 > Step 3.

Before updating any personal details, see Separating safely – protecting personal details to ensure personal information is kept safe.

Obtain the following details:

• date of separation
• any new address
• any changes to telephone contact number
• any changes to income
• for CSHC only, check if there has been a change in payment destination for the customer to be paid any quarterly supplement
• discuss with the customer the key tasks they should consider to protect their personal information
• once all details are supplied, go to Step 3

To unlink, see Change in relationship status from partnered to single.

Are there any other changes that need updating?

• Yes, see Table 2 > Step 1
• No, finalise activity. Record details on a DOC. Procedure ends here

Note: if customer's income is now too high due to the change in relationship status the card will automatically cancel. See Cancellation of CSHC or Cancellation of LIC.

Some customers may wish to cancel their entitlements to the concession card and not provide details of their partner.

Does the customer wish to test their continued eligibility (at the couple rate) to the concession card or cancel the card?

• Yes, to test continued eligibility to concession card (at the couple rate), go to Step 6
• No, to cancel concession card, go to Step 5

If the customer advises of becoming partnered and the partner has confirmed the relationship:

• update the Marital Status (MS) screen
• cancel the concession card, go to Step 8

For voluntary cancellation requests:

• for EHC customers, see Table 3 > Step 3
• while in customer's record in the SHC system for CSHC or LIC system for LIC, go to Benefit Action (BA) screen and cancel card, see:
• Cancellation of CSHC ,or
• Cancellation of LIC for more details
• discuss the decision with the customer, before finalising the cancellation action
• finalise activity
• record details on a DOC
• procedure ends here

If the contact is by phone, and the partner is present get the following details:

• date the member of a couple relationship commenced
• any new address details
• any changes to telephone contact number
• CSHC only - tax file number (TFN) for partner, see Tax File Number (TFN) for Commonwealth Seniors Health Card (CSHC)
• any changes to income for customer

If the partner is not present or cannot provide all the required details, request a Partner details (MOD P) form. The form will get confirmation of the relationship and income details for the partner.

Income details for partner

CSHC only

Current partner:

• Customer and partner income must be for same reference years. Existing income can be used if matched
• If different years currently recorded, request verification documents for the relevant reference year
• If updates are required, request updated Details of Income Stream (SA330) or similar Centrelink Schedule for any account-based income streams. See Verification of income and Adding or updating an account-based income stream

Non-current partner:

• Request relevant verification of income documents based on whether partner is required or not required to lodge a tax return. Note: the ATI details cannot be updated through the telephone. A copy of the NOA and other supporting documents must be supplied
• Request a Details of Income Stream (SA330) or similar Centrelink Schedule for any account-based income streams not already recorded for partner on Pension/Annuities Summary (SUPS) screen
• Check if any changes in payment destination are required for customers who may be paid energy supplement

LIC only

If partner is:

• currently in receipt of LIC, use existing income details
• not current:
• request proof of income over the last 8 weeks, see Low Income Health Care Card (LIC) income test
• request a Details of Income Stream (SA330) or similar Centrelink Schedule for any income streams/defined benefits not already recorded for partner on SUPS

Have full details of any changes for customer and required details of partner been supplied?

• Yes, go to Step 7
• No, request relevant verification documents for relevant card, see Requesting information (CLK). Procedure ends here

Before linking the customer to the partner, the partner must confirm the relationship via either:

• online CSHC only claim lodged by the partner which includes a Temporary Access Code (TAC) completed by the customer
• signed paper claim form or MOD P, or
• over the phone/in person at a service centre

Has the partner confirmed the relationship?

• Yes, go to Step 8
• No,
• If the partner is present, read the privacy statement and declaration. If accepted, go to Step 8
• If the partner is not present, make genuine attempts to contact the partner to confirm the relationship
  - If contact is successful, read the privacy statement and declaration. If accepted, go to Step 8
  - If contact is unsuccessful or a verbal declaration cannot be obtained, issue a MOD P, see Requesting information (CLK). Procedure ends here

To link, see Change in relationship status from single to partnered.

If the partner receives an income support payment ensure all income and asset details are recorded/updated for both customer and partner

Check if other changes need updating, for example income details, address, telephone details, email, TFN or customer's bank account details.

• Yes, see Table 2 >Step 1
• No, finalise activity. Record details on a DOC. Procedure ends here

Before updating the customer’s record, check Preferences for concession cards.

Does the customer wish to update their card preference?

• Yes, see Preferences for concession cards, then go to Step 2
• No, go to Step 2

Does the customer's address and/or telephone number need updating?

• Yes, update new details. See Changing address (CLK). Go to Step 3
• No, go to Step 3

Does the customer's TFN need updating?

Note: this is for CSHC only.

• Yes, see Tax File Number (TFN) for Commonwealth Seniors Health Card (CSHC). Go to Step 4
• No, go to Step 4

Does the customer have a CSHC and their payment destination requires updating for energy supplement?

• Yes, update new details. See Changing payment destination, then go to Step 5
• No, go to Step 5

Does the customer's and/or partner's income details need updating?

• Yes,
• for CSHC, go to Step 6
• for LIC, see Table 3 > Step 1
• No, procedure ends here

A customer may supply new ATI details for CSHC. See verification of income for acceptable documents to support the change.

For CSHC income limits, see Rates and Thresholds, under Other.

Note: Prisoner of War Recognition Supplement from Department of Veterans' Affairs is not taxable income. It is also exempt income for social security purposes. However, it should still be coded on the Veterans Affairs Pension (DVA) screen.

Has the customer provided the relevant verification of income documents advising of new ATI details?

• Yes:
• Service Officers who are not fully skilled in updating CSHC income or are not currently scheduled for processing, tell the customer
  ‘Thank you for providing verification of the change to your Commonwealth Seniors Health Card income. Your record will be updated as soon as possible.’
  Procedure ends here
• Service Officers fully skilled in updating CSHC income and currently scheduled for processing, see Lodgement of the Notice of Assessment (NOA) and other evidence of income for Commonwealth Seniors Health Card (CSHC)
  Procedure ends here
• No,
• If a previous correct request has been made and not responded to, cancel the card. See Cancellation of CSHC. Procedure ends here
• If no previous request, or an incorrect request has been made, request the appropriate verification of income documents, see Requesting information (CLK). Go to Step 7

If the income declared for the Reference tax year exceeds the allowable CSHC thresholds, the customer may provide an estimate for the current financial year if there has been an approved change in circumstances.

Customers must provide:

• the correct verification documents for the reference year, and
• correct supporting documents for the estimate and approved change in circumstance

Is the income over the allowable CSHC thresholds and the verification documents for the correct estimate provided?

• Yes, see Lodgement of Notice of Assessment and other evidence of income for Commonwealth Seniors Health Card (CSHC). Go to Step 8
• No:
• If a previous correct request has been made and not responded to, cancel the card. See Cancellation of CSHC. Procedure ends here
• If no previous request, or an incorrect request has been made, request correct supporting documents, see Requesting information (CLK). Go to Step 8

Is the CSHC customer updating an existing or advising of a new account-based income stream (CSHC) and if required, has provided the Details of Income Stream (SA330) or similar Centrelink Schedule?

• Yes, update the account-based income stream. Procedure ends here
• No,
• If a previous correct request has been made and not responded to, cancel the card. See Cancellation of CSHC. Procedure ends here
• If no previous request, or an incorrect request has been made, request a Details of Income Stream (SA330) or similar Centrelink Schedule. See Requesting information (CLK). Procedure ends here

Use the reason code:

• GAO to auto cancel CSHC. See Cancellation of Commonwealth Seniors Health Card (CSHC)
• IMP to auto cancel LIC. See Cancellation of a Low Income Health Care Card (LIC)

Finalise the activity and record all details on a DOC.

Note: genuine attempts to contact the customer to advise of the adverse decision are not required when cancelling for GOA or IMP.

Procedure ends here.

The customer and/or partner must provide verification of gross income for the 8 weeks ending on the Date of Event. Acceptable forms of evidence of income include:

• pay slips
• last superannuation notice, showing current rate
• latest tax return or NOA (if self-employed or involved in a business)
• bank statements, and/or
• letter from employer on the employer's letterhead

See Low Income Health Care Card (LIC) income test.

Has proof of income been supplied?

• Yes, while in the customer's record go to the Low Income Health Care Card Task Selection (LITS) screen and select the appropriate income screen/s that need updating. For more details about recording income for LIC, see LIC income test. Go to Step 2
• No, formally request income verification from customer. See Requesting information (CLK). Tell the customer that LIC may be cancelled if verification is not supplied. Procedure ends here

For further changes:

• update any other changes
• finalise activity
• record all details on a DOC

For CSHC customers and/or their partner who have been formally asked to supply:

• an NOA plus other supporting documents, or
• an NOA plus other supporting documents and documents to support their current year estimate, or
• a scheduled or SA330 for the account-based income streams

All changes to ATI for CSHC holders should be coded on the Senior Health Income Details (SHID) screen in the SHC system and account-based income streams are coded in SUPS.

Procedure ends here.

In Customer First:

To use the EHC system, code 'SVEHC' in the Nxt field and 'ISS' in the System field.

If customer is advising of imprisonment, cancel EHC via the BA screen in the ISS system. Code:

• 'EHC' in the Svc Rsn field
• 'CAN' in the Action field
• 'IMP' in the Reason field
• Date of Event in the Effect Date field
• Finalise the activity and record details on a DOC

If customer is advising cessation as a full-time student, cancel EHC by updating the Ex-CA (child) HCC Assessment (EHCA) screen in the ISS system. Code:

• Date of Event in the Date of Event field
• 'N' in the Full Time Student Y/N field
• 'I' (insert) in the Action field
• Finalise the activity and record details on a DOC

If customer is requesting a voluntary cancellation, manually cancel EHC via the BA screen in the ISS system. See Cancellation and rejection codes for Low Income Health Care Card (LIC), Foster Child Health Care Card (FST) or Ex-Carer Allowance (child) Health Care Card (EHC) for correct cancellation reasons:

• Date of contact as Date of Event
• Insert relevant cancellation reason
• Finalise the activity
• Record all details on a DOC

For overseas absences, the EHC will cancel automatically if the absence is permanent. If the customer meets all other eligibility requirements, EHC will continue during any temporary absence overseas.