Cancel or withdraw an online claim 133-03010130

Customers can cancel or withdraw claims online that use the Circumstance Change Monitor (CCM). To cancel or withdraw their online claim, customers need to access:

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

A correspondence nominee can cancel or withdraw an online claim on behalf of their principal for some Centrelink payments using their Centrelink online account.

This option is available for started claims that are not yet submitted (incomplete status). Customers can access these claims in the Express Plus Centrelink mobile app when the customer has:

• reviewed their claim
• accepted the declaration, and
• moved to the Next steps page of the online claim

If an online claim is cancelled, the customer or correspondence nominee will:

• no longer be able to view the claim details, or
• continue with the claim

Claim information does not store or transfer to the customer's Centrelink record. There is no DOC created when the customer cancels a claim.

For all online claims, the withdraw option is available on:

• a current platform, for a submitted claim until it has been finalised
• the old platform, if the submit date was within the past 14 days. If the submit date is more than 14 days ago, the customer must contact Services Australia to withdraw their claim

When a customer withdraws a claim, they cannot:

• reinstate it
• appeal the decision

If the customer wants to apply for a payment, they need to complete a new claim. The claim activity on their Centrelink record will cancel and:

• a DOC is created, or
• an ACTDOC created for Manual Follow-up (MFU)

Staff can withdraw a claim on behalf of a customer.