Online claim for Mobility Allowance 008-05010030

MOB is paid to people unable to use public transport without substantial assistance because of a disability, illness or injury, and who need to travel to and from home for paid work, voluntary work, study or training or to look for work. Customers who get a package of support from the National Disability Insurance Scheme (NDIS) are not eligible to get MOB.

Customers can access the Payment and Service Finder on the Services Australia website to check if MOB is an appropriate payment for them.

See Eligibility for Mobility Allowance (MOB).

If a customer is unable to claim online for MOB:

• complete an Assisted Customer Claim (ACC). See unable to claim online, or
• issue them the MOB paper claim. See Claiming Mobility Allowance

Customers must create a myGov account and link their Centrelink online account to it.

If the customer does not have a Centrelink online account, they may need to confirm their identity if they do not have a:

• Services Australia confirmed identity status, or
• Digital ID status recorded

To do this, the customer will need to visit their local service centre to create a Centrelink online account and then link it to their myGov account.

Staff should help customers create a myGov account and link their Centrelink account to it. This will allow them to claim MOB and get Centrelink letters online through the myGov Inbox. Service centre staff can help customers claim online using a Self Service Terminal.

Customers:

• need to answer questions relevant to their circumstances
• can save their responses and continue with their claim later (incomplete online claims expire if not submitted within 13 weeks of being started)
• can submit an online claim after:
• answering all mandatory questions
• accepting a declaration and acknowledgement
• uploading the required documents and forms

Customers can voluntarily withdraw or cancel their claim within 14 days of submitting an online claim.

The online claim process helps to make sure complete and accurate claims are submitted.

Customers are advised online that they should submit their claim as soon as possible to be paid from the earliest possible date.

Customers can monitor the progress of their completed claim through:

• their Centrelink online account, or
• the Express Plus Centrelink mobile app

The Process page contains information about how customers start, complete and submit an online claim for Mobility Allowance.

For customers turning 16, the MOB online claim allows them to submit an early claim. If a customer or their nominee contacts to discuss their intention to claim MOB before the customer turns 16, they are to be advised that the online claim can be submitted when they turn 15 years and 9 months but will not be processed until they turn 16.

Nominees cannot submit mobility claims online on behalf of a customer.

If the customer needs help with their online claim, the Service Officer can view the details of the online claim. See Viewing and processing Online Claims and Assisted Customer Claim (ACC).

After submitting their claim, the customer is presented with a list of tasks and required documents on the Receipt page. This page shows the due date for the required tasks and documents to allow assessment and finalisation of the claim. The required documents or forms will vary, depending on their responses to questions throughout the claim. The customer will have ongoing access to their online claim to check their tasks and provide required documentation until their claim is assessed and finalised. When a customer makes a claim, they must provide a Medical Report - Mobility Allowance (MA002), if the customer’s disability, or any information about the disability already held by Services Australia, does not clearly indicate they require substantial assistance to use public transport.

If the customer is required to provide a medical report, the Receipt page will include a link to a fillable PDF version of the MA002. The customer has the option to print the form for their Treating Health Professional (THP) to complete. The THP can also access the fillable PDF version of the MA002 from the Services Australia website.

Customers must complete Required tasks and submit required documents for the claim to be fully assessed.

Proof of 32 hours or more over a 4 week period is required if the customer is:

• working
• undertaking vocational training including independent living/life skills
• doing voluntary work, or
• doing a combination of work or training

See Step 4 in Table 2 of Eligibility for Mobility Allowance (MOB). For types of acceptable evidence, see Verification of Mobility Allowance (MOB) activities.

When MOB is claimed, the customer’s eligibility will be assessed to determine if they are to get the standard or higher rate of MOB.