Urgent payment requests using self service 133-18071206
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Online guides and videos show how customers use self service.
Customers can view these through:
- Services Australia website > Online help link
- Services Australia - YouTube Channel
Staff can view these through:
Grant and Rejection reasons
Table1:
| Grant Reasons | Centrelink Online Account | IVR |
| Emergency accommodation | Emergency accommodation | EAC |
| Regular accommodation costs | Regular accommodation costs | RAC |
| Medical emergency or new medical condition | Medical emergency or new medical condition | MEM |
| Replacing essential household goods | Replacing essential household goods | RES |
| Household bills | Household bills | RBI |
| Food and living expenses | Food and living expenses | RFO |
| I have a job offer and I need money before my next payday | I have a job offer and I need money before my next payday | CJO |
| I lost my wallet or purse and have reported it to the police | I lost my wallet or purse and have reported it to the police | LWA |
| Other | Other | OTH |
Grant and Rejection reasons - Scenarios
Table 2:
| Scenario | Centrelink Online Account | IVR |
| Customer already received 2 or more Urgent Payments for exceptional or unforeseen circumstances in the last 12 months | Already received 2 Urgent Payments this year | 2 Payments 12 Months |
| Customer has already applied for an Urgent Payment today (either Approved or Rejected) | Already claimed Urgent Payment today | Urgent Payment Today or Already claimed Urgent Payment today |
| No funds available | No funds available | No Doc created |
| Ineligible Urgent Payment reason | Ineligible Urgent Payment reason.
| Error: Product cannot be determined |
| Customer has selected a reason that is not eligible for an urgent payment | Customer has selected a reason that is not eligible for an urgent payment
| |
| Customer selected they require an Urgent Payment for funeral expenses | Online request for funeral expenses | No Doc created as customer transferred if during office hours |
| Customer selected they require an Urgent Payment for departmental delay | Online request for departmental delay | No Doc created as customer transferred if during office hours |
| Customer selected 'A different payment method' (EBT) to receive the Urgent Payment | Ineligible payment method | No Doc created as customer transferred if during office hours |
| Customer has no payment destinations that are not group institutions | Group institution payment destination | No Doc created as customer transferred if during office hours |