Advance payment for non-pension customers 103-05040010

This procedure does not apply to:

• customers receiving:
• Age Pension
• Carer Payment
• Disability Support Pension
• for these customers, see Advance payments for pension customers
• Advance payments for Home Equity Access Scheme loans
• Advance payments of Farm Household Allowance (FHA)
• Advance payments of Family Tax Benefit (FTB)
• Lump sum advance payments of Mobility Allowance (MOB)
• Special Employment Advance (SEA), or
• Pharmaceutical Allowance (PhA) advances

Customers applying for an advance, wishing to check their eligibility (see Background page for eligibility details), current balance or next available advance date should be strongly encouraged to use digital channels unless they:

• receive weekly payments
• have a nominee
• are 'at risk''
• have physical or intellectual barriers to using digital channels

Is the customer unable to use digital channels for these reasons?

• Yes, go to Step 4
• No, go to Step 3

• Advance Payment online - see Advance payment options online
  Note: the Services Australia website has an online tutorial for customers wishing to apply for an advance payment using their Centrelink online account
• Express Plus mobile app - see Services available via Express Plus Centrelink mobile apps
• Phone self service options - see Accessing and using Centrelink self service

While customers are strongly encouraged to use digital options, some customers may have other barriers that prevent this and should be helped to claim an advance payment.

The Resources page has online tutorials to assist customers with claiming an advance using digital channels, including Online services and Express Plus mobile apps.

Procedure ends here.

Note: a partner or third party (who is not a correspondence nominee), although they may have permission to enquire, is not able to claim an advance payment on behalf of the customer.

Does the customer have a nominee/third party arrangement?

• Yes, go to Step 5
• No, go to Step 6

For more details on advances and nominees, see Advances.

Who has applied for the advance?

• If a correspondence nominee or involuntary nominee has applied, process the claim. Annotate the DOC at the end of the application process to indicate that the applicant was the nominee, including the name of the person and the organisation if an involuntary nominee. Go to Step 6
• If a voluntary payment nominee only or a third party who only has Person Permitted to Enquire (PPE) has applied, tell them that only correspondence nominees can apply on behalf of the customer. See Obligations of nominees for more details. Procedure ends here
• If the person applying on the customer's behalf is both a voluntary correspondence and payment nominee, treat them as a correspondence nominee. Go to Step 6

If the customer has applied and they have a:

• Voluntary correspondence or voluntary correspondence and payment nominee arrangement - if the Service Officer has concerns about the customer's capacity to understand what an advance payment is and their ability to make regular fortnightly repayments at the set rate, contact the nominee before processing the advance payment request. Details of contact must be recorded in a DOC
• Voluntary payment nominee only arrangement - contact with the nominee is not needed
• Involuntary arrangement (usually will be with a state trustee organisation) - contact must be made with the organisation. The advance payment can only be approved with the nominee's permission. Details of the organisation and also personal contacted must be recorded in the DOC. In most cases, the Trustee organisation will not approve an advance payment for the customer

Go to Step 6.

Is the customer on weekly payments?

• Yes, go to Step 7
• No, go to Step 8

Weekly payment customers need a thorough investigation of their circumstances and ability to repay without placing themselves in financial hardship. If a recipient has a gambling, alcohol, other addiction or financial issues, consider other options such as:

• referring the customer to a social worker
• suggesting the customer apply for a smaller advance

Is the advance payment to be granted?

• Yes, see Table 2
  Note: weekly payment customers can make requests via face to face or phone but cannot use self service channels.
• No, tell the customer the outcome. Procedure ends here

Check the benefit status line for benefit type INM.

Is the customer an income managed customer?

• Yes, go to Step 9
• No, go to Step 10

Note: if the customer uses Enhanced Income Management (eIM):

• The request for advance should be processed and the customer advised that 100% of the funds will be transferred to their enhanced IM account instead of their regular payment destination
• Do not refer them to the eIM hotline for Centrelink business. This line is for Smartcard Support only and not for processing Advance payment

When an income managed customer applies for an advance payment, the following message will show:

'This customer's payment is subject to Income Management (IM).'

Tell the customer:

• any advance payment is 100% income managed (except for Special Employment Advance which is not subject to IM)
• the total amount of the advance will be paid to their Income Management account and not their nominated bank account
• payment of expenses or transfers to BasicsCard can be made once the advance payment has been credited to the customer’s Income Management account
• their fortnightly income managed funds will be reduced due to the compulsory advance repayments. This may cause an over allocation of funds resulting in undelivered expenses

Advance repayments reduce the amount of funds credited into a customer's Income Management account. Service Officers are to check there are sufficient funds available to meet ongoing regular expenses.

Go to the Expense Management Summary screen and view the percentage of the fortnightly unallocated funds available. If more than 100% is allocated, regular expenses will need to be reviewed and updated. For more details, see Determining a person's priority needs for Income Management.

Note: when running the Advance Payments service for Income Managed customers, check the advance payment on the Payment Summary (PS) screen before finalising the activity. The advance is identified as being income managed by the $0.00 amount in the $Net payment column.

• Funds will be credited with the nightly payment strip and available in the Income Management account the next day. This means customers who are granted an advance on a Friday can access these funds on the weekend using self service options to transfer to their BasicsCard. For more details see, Coding Income Management expenses and Transfer of funds between Income Management Account and BasicsCard online.

If the customer chooses to have the advance payment paid by instalments:

• The repayments will be calculated on the full amount of the advance and not just the instalment that is being paid first
• When coding the date for the second instalment, for non-pension customers, the date coded needs to be 1 working day before the date the customer requires the funds. The payment is issued as per normal payment delivery timeframes
• The second instalment must be paid within 6 months of the original grant

A future activity will be created on the FAL screen for the issuing of the second instalment. This activity must not be cancelled as it is required to ensure the payment is issued.

• Yes, see Table 2
• No, tell the customer the outcome. Procedure ends here

Check the customer’s eligibility if this is not already decided in Table 1.

Tell the customer how often they can be paid an advance, so they have a chance to change the amount before any advance being finalised.

Note: customers who are paid in 'Env I' because they are permanently living overseas, are eligible to apply for an advance payment when visiting Australia. These customers cannot use self service options, so staff will need to process the request for them. Claims for advance payment can be processed in 'Env I'. This may take extra days to be received by the customer because of processing arrangements for international customers. International Services staff should process these requests only.

In Process Direct:

• Key START into the Super Key
• Select the Advance Payments workflow from the Task Selector
• In the Advance payment type table:
• Select Standard Advance Payment as the advance type
• Select Next
• Via which contact channel is the customer requesting this advance? select the appropriate option

Does a warning show?

• Yes, and the warning message shows:
• income managed, go to Step 2
• automatic rejection, go to Step 3
• nominee, go to Step 4
• No, go to Step 8

When an income managed customer applies for an advance payment, the following message will show:

'This customer’s payment is subject to Income Management (IM).'

Tell the customer:

• any advance payment is 100% income managed (except for Special Employment Advance which is not subject to IM)
• the total amount of the advance will be paid to their Income Management account and not their nominated bank account
• payment of expenses or transfers to BasicsCard can be made once the advance payment has been credited to the customer’s Income Management account
• their fortnightly income managed funds will be reduced due to the compulsory advance repayments. This may cause an over allocation of funds resulting in undelivered expenses

If the customer wants to:

• continue with the application, and Work Item 'I064Q1-More than 100% of the Income Management fund is allocated' generates because of this activity, refer the customer to either:
• an IM trained staff member
• the Income Management line
• withdraw the application, reject the claim by selecting Claim Withdrawn

See the Resources page for a link to Welfare Quarantining Team.

Procedure ends here.

A warning message shows advising the customer's circumstances have been checked and automatic rejection reasons have been identified.

A rejection can only be overridden for the following rejection reason and circumstances.

• Rejection reason: POD - Person has an overpayment/debt

Can be overridden when:

• the debt has been repaid and is not yet updated on the system (and there is evidence the payment has been made such as an official receipt)
• the debt is less than 5 cents, or
• there is no debt
• Note: rejection reason APY - Advance paid in previous 12 months can only be overridden when the customer has either:
• been granted the previous advance in error and the advance has been repaid in full
• applied for a Parenting Payment Single advance within 28 days of becoming single

In Override rejection?: select Yes or No

If:

• Yes is selected, complete the following fields:
• Override rejection reason? :Select the appropriate option
• Go to Step 4
• No is selected, complete the following fields:
• Reject/Withdraw claim? Select the appropriate option
• Select Next
• Advance payment application result will show
• Tell the customer the outcome of the Advance
• Select Next
• Select Assess and address any errors/warnings
• Select Assess again, then select Finish
• Add additional notes if required
• Select Finalise
• Procedure ends here

If the customer has a nominee, a warning message and details of the nominee arrangement show.

Does the customer have a nominee or has the nominee contacted?

• Yes, if the nominee is:
• an involuntary nominee, go to Step 5
• a voluntary nominee, go to Step 6
• No, go to Step 8

With an Involuntary Nominee Arrangement, the nominee must be contacted and give approval before any advance being granted. See Customer has a nominee or third party arrangement.

Has the nominee been contacted and approved the advance?

• Yes:
• Who did you speak to? enter the details, go to Step 8
• No:
• A warning message will show advising the customer is unable to apply for advance
• Reject/Withdraw claim? Automatically defaults to Claim Withdrawn
• Select Next
• Tell the customer the outcome of the Advance
• Select Next and address any errors/warnings
• Select Assess, review outcome
• Select Finish
• Record details of the update
• Select Finalise
• Procedure ends here

Customers who have voluntary nominee arrangements are not prevented from applying for an advance payment but if the staff member considers the customer does not understand how having an advance will reduce their fortnightly payment, then contact nominee (if possible) before granting the advance. See Customer has a nominee or third party arrangement.

If the customer is in receipt of payments via a group schedule, the customer should have authority from the organisation to be issued the advance.

Does the customer understand the impact on their payment of having the advance?

• Yes, go to Step 8
• No, is selected:
• A warning message will show prompting Service Officers to consider contacting the nominee. Go to Step 7

Has the nominee been contacted and approved the advance?

• Yes, complete the question set to continue with the workflow. Go to Step 8
• No, a warning message will show advising the customer is unable to apply for advance:
• Reject/Withdraw claim? Automatically defaults to Claim Withdrawn
• Select Next
• Tell the customer the outcome of the Advance
• Select Next and address any warnings or errors
• Select Assess, review result
• Select Finish
• Record details of the update
• Select Finalise
• Procedure ends here

The first assessment question determines if the customer can afford to repay the advance without being placed in financial hardship.

Ask the customer to think about their current expenses to determine how much they can afford to repay for the next 13 fortnights (6 months).

If the customer cannot afford to repay the minimum amount the claim will be rejected.

Update the following fields on the Standard Advance Payment screen:

'Thinking about your current fortnightly income and expenses; how much do you have left to repay your advance at the end of every fortnight?:' enter the amount in the text field

• If the customer advises of an amount that would not allow repayments for the minimum advance amount, the following pop-up will show:
• 'Based on your current circumstances, you are not eligible for the minimum advance allowed, therefore the Advance will be rejected'
• The Reject/Withdraw claim?: field will show Cannot afford repayments as the rejection reason
• Tell the customer they are not eligible for an advance payment as they cannot afford to meet the repayments
• Go to Step 11
• If the customer advises of an amount that would meet at least the minimum repayment amount the following pop up will show:
• 'Based on your current circumstances, you may apply for between $xxx.xx and $xxx.xx'
• 'How much do you want to apply for?' enter the advance payment amount the customer wants to apply for
• Go to Step 9

The next questions will ask if the customer wishes to have the advance paid in one amount or two instalments.

Payment by instalment:

• If the customer chooses to have the advance payment paid by instalments, the repayments will be calculated on the full amount of the advance and not just the instalment that is being paid first
• When coding the date for the second instalment, for non-pension customers, the date coded needs to be one working day before the date the customer needs the funds. The payment is issued as per normal payment delivery timeframes
• The second instalment must be paid within 6 months of the original grant
• A future activity will be created on the FAL screen for the issuing of the second instalment. This activity must not be cancelled as it is needed to ensure the payment is issued

Ask the customer 'Do you wish to have the advance paid in instalments?'

• If 'Yes':
• Amount of first instalment: enter the applicable amount
• Second instalment amount: the calculated amount will show based on the first instalment amount entered
• Date of second instalment (dd/mm/yyyy): a date will automatically default, update if necessary
• A pop-up message will show, tell the customer: 'Your second instalment amount will be paid one or two business days after the second instalment date, allowing for processing'
• Go to Step 10
• If 'No', go to Step 10

Read the following information and confirm the customer understands the details:

• 'While you receive this payment, you will not be entitled to another Advance Payment of this type for 12 months:'
• Select the box to confirm the customer understood
• 'Your future payment will be reduced for the next 13 fortnights by:'
• The applicable amount will show
• 'This will be ongoing until the advance amount is fully repaid:'
• Select the box to confirm the customer understood
• 'If your payment stops before you have repaid the advance, you will have to repay the amount of the advance payment still owing:'
• Select the box to confirm the customer understood

Complete the following fields:

• Select Next to continue
• Advance payment application result will show. Tell the customer the outcome of the advance
• Select Next to continue
• The Errors (SWE) screen will show. Address any errors/warnings
• Select Assess
• On the Entitlements (ELD) screen, key PS in the Super Key, select Enter
• The Payment Summary (PS) screen will show
• Select Execute to view and confirm the advance payment will be paid
• Select Finish
• Add additional notes if required
• Select Finalise

If the customer is in immediate need of the advance and any delay in accessing funds would severely disadvantage the customer, see Urgent payments due to exceptional and unforeseen or extraordinary circumstances.

Procedure ends here.

In Process Direct:

• Key START into the Super Key
• Select the Advance Payments workflow from the Task Selector

From the Current advances table:

• Find the correct advance
• Check the second instalment date and amount from the advance details
• Select Modify
• Update the following fields:
• Via which contact channel is the customer requesting the Advance?: select the appropriate option
• Change action: select Move instalment date
• Date of second instalment (dd/mm/yyyy): enter the applicable date – this date needs to be 1 working day before the day the customer wants the payment
• Note: a warning message shows, discuss with the customer
• Select Save
• Select Next and address any errors/warnings
• Select Assess
• Select Finish
• Add additional notes if required
• Select Finalise

Note: the new payment will not display on the Payment Summary (PS) screen until just before the customer’s second instalment date.

Procedure ends here.