BasicsCard close an account 103-01230070

BasicsCard accounts should only be closed if the customer is deceased, exempted and/or exits from Income Management and does not wish to use the BasicsCard to reduce their Income Management balance.

If a customer exits from Income Management, the BasicsCard can remain open for 60 days. The customer can continue to use the BasicsCard during these 60 days. After 60 days the BasicsCard will be closed and any remaining funds on the BasicsCard will be automatically recalled to the Income Management Account. If the customer returns to Income Management within 60 days, the BasicsCard will automatically remain current (if it has not been closed).

If the BasicsCard has been closed the BasicsCard cannot be reactivated, and a new BasicsCard will need to be issued at the next available opportunity.

In a situation where the customer/payment nominee chooses to close their account voluntarily, it is essential that a discussion with the customer/payment nominee is undertaken to ensure their priority needs are being met by other regular deductions and they have no further need for a BasicsCard. In general, it is preferable not to close a BasicsCard account, but to encourage the customer/payment nominee to keep the BasicsCard in case they can use it as a payment option at a later date.

Note: if a customer requires a replacement BasicsCard and they have a current BasicsCard, the BasicsCard account does not need to be closed. A replacement BasicsCard can only be issued in a face-to-face interview.