Centrelink documents and appointments options online 133-04020000

Item

Issue, possible cause and Service Officer action

1

Unable to request a letter to the Housing Authority

Customers can use Income Statements for this purpose. Service Officers can issue the document to the customer.

2

Centrelink payment summaries are not available

Customers can access any Centrelink payment summaries for the:

• last 7 completed financial years in their Centrelink online account
• last 3 completed financial years in Express Plus Centrelink mobile app

A payment summary will be available if there is:

• a corresponding record on the Taxation Summary (TXGS) screen
• no adjustments due to a debt

3

Customer requests a Family Tax Benefit (FTB) payment summary

FTB is not a taxable benefit. Tell the customer that Services Australia does not provide a Payment Summary for FTB.

4

I can't get a payment summary for this financial year

Payment summaries generate on the system after the end of the current financial year. They are available for customers to access from the third week in July. Advise the customer to check payment history in their:

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

This will show the last 15 months of payments.

Payment summary information will prefill from the third week in July if customers use either:

• the Australian Taxation Office (ATO) online service
• a registered tax agent

5

Customer doesn't have the option to request a replacement concession card

The card may have been issued within the last 5 business days. Check the Card Issue Summary (CCIS) screen for issue details.

Customers cannot request a replacement if their card is due to expire or be renewed within 14 calendar days.

6

Customer can't print a reporting statement

Customers with a Centrelink online account can request a reporting statement. They cannot view this immediately and will get it in their myGov Inbox on the following business day. If the customer is not subscribed to get letters online, it will be sent through postal mail. The reporting statement is available up to their Employment Period End Date (EPED).

7

Customer can't find their Rent Certificate

A Rent Certificate (SU523) is available for 19 weeks (133 days) from the date of issue. An SU523 will generate and issue to a customer when they:

• submit a new claim that requires them to provide an SU523, or
• advise a change in their accommodation circumstances

Use the Search Outbound Correspondence tool to view SU523s issued to a customer.

The SU523 may not be available on the same day as the change in circumstances. Accommodation updates can take more than 24 hours to apply. After it is applied, a Rent Certificate will be available online.

Customers are also sent a Rent Certificate to access through the Request a document service within 48 hours after the agency applies the update to their record.

Customers can use the service to print their SU523 any number of times.

8

I can't request a document to be mailed to me

Replacement concession cards are the only documents a customer will get automatically by postal mail using the Request a document service.

Statement of debts and reporting statements are not available immediately. When a customer requests either of these documents, they get them in their myGov Inbox on the following business day. If the customer is not subscribed to online letters, they will get them through postal mail.

All other documents will present online as PDF files. Customers can view, save and print each document. If subscribed, the system will issue to the customer's myGov Inbox (excluding concession cards and Rent Certificates).

Customers can print documents using self service terminals in service centres, Agents and Access Points.

9

I can't view or print any documents online

Documents relating to the customer's circumstances are available in the Request a document service. They need to have a PDF viewer installed on their device to download and view documents. This is a free download from the Adobe website.

10

Requesting documents for partners

The partner's record must have a Y in the Person Permitted to Enquire (PPE) indicator. Customers can then request their partner's:

• Income statement
• Income Management statement
• detailed income and asset statement
• statement of debt

11

I can't request a Settlement statement but I was part of the class action

A Settlement statement is only available for customers who are eligible, registered Group Members of the Income Compliance program class action. A customer can be a Group Member of the class action, but may not have registered before the closure date of 11 February 2021.