Initial contact with students claiming Pensioner Education Supplement (PES) 010-05010010

When a customer or nominee contacts to discuss lodging a claim for Pensioner Education Supplement (PES), determine if PES is the most beneficial payment. See Identifying the most beneficial payment for students or Australian Apprentices.

For students wanting to claim ABSTUDY PES or AIC PES, see Claiming ABSTUDY Pensioner Education Supplement (PES) and Assistance for Isolated Children (AIC) PES. Procedure ends here.

Australian Apprentice customers are not entitled to PES.

Has the customer lodged a paper claim form (SY004 or SY075M)?

• Yes, see Table 2 > Step 3
• No, go to Step 2

If the student's claim for the qualifying payment has been rejected but is then granted, see Closing dates for PES.

Is the student receiving or claiming a qualifying payment for PES under the Social Security Act 1991 or the Veterans' Entitlements Act 1986?

• Yes, go to Step 3
• No:
• the customer does not qualify for PES
• record details of contact on a DOC
• procedure ends here

Is the student in receipt of JobSeeker Payment (JSP), Youth Allowance (YA) (other) or Parenting Payment Partnered (PPP)?

• Yes, go to Step 4
• No, go to Step 7

Is the student in receipt of JSP as a single principal carer?

• Yes, go to Step 7
• No, go to Step 5

Was the customer in receipt of PES immediately before transferring to YA (Other)/PPP (from Disability Support Pension (DSP)) and they are continuing in the same course of study that they were undertaking and receiving PES for?

• Yes, go to Step 6
• No:
• the customer does not qualify for PES
• record details of contact on a DOC
• procedure ends here

Check if the customer has:

• had a break in the course of study they were undertaking and receiving PES for, or
• had their payment of JSP, YA (other) or PPP cancelled since they were paid PES

Do either of the above apply?

• Yes:
• the customer does not qualify for PES
• record details of contact on a DOC
• procedure ends here
• No:
• the customer may continue to qualify for PES
• restore PES payments
• procedure ends here

A student must be studying at least 25% of the normal full-time workload for their course to qualify for PES.

Is the student undertaking either full time or concessional workload study in an approved course of study?

• Yes, see Table 2
• No:
• tell the customer they will not qualify for PES
• record details of contact on a DOC
• Note: always encourage customers to test their eligibility for payment by lodging a claim form

If the student wants to claim PES:

• encourage them to claim online using their Centrelink online account
• but cannot, or do not want to claim online, advise they can claim verbally via Assisted Customer Claim (ACC)
• but they do not want to claim online or via ACC, issue the SY004 form. Use the SY075M form as an abridged claim if reclaiming within 52 weeks of last receiving PES

If the customer is claiming via:

• online, go to Step 4
• ACC, go to Step 5
• none of the above, go to Step 2

Issue the appropriate form to Indigenous customers wanting to claim PES, use SY020.

Does the customer want to download the claim form from the Services Australia website?

• Yes, tell them to download the relevant form from the Services Australia website
• No, use the Mail Forms workflow (Customer First > Workspace > Customer Communication > Mail Forms)

Record the appropriate claim form and modules on a DOC.

Advise the student to complete the claim and return it with supporting documents.

When the customer is lodging a paper claim form:

• accept the claim from the customer
• check the claim form, ensuring all the questions have been answered and completed
• check claim signature
• check for required supporting documents:
• proof of enrolment (POE) is not required for customers claiming PES who are secondary students at school, or tertiary university students
• all other customers must provide proof of POE. If unable to provide, tell the customer POE is required within 14 days and send a formal request
• scan the claim and supporting documents

If the customer has not lodged the required documents (POE or DVA evidence) for a claim, advise the customer to upload using their account or mobile express app. See:

• Centrelink online account help - Upload documents
• Scanning Centrelink documents using an MFD

Go to Step 6.

When a claim has been submitted online and the customer has Required tasks to be actioned, encourage and assist the customer to use the Express Plus Centrelink mobile app, or their Centrelink online account to upload their documents. See Table 3 in Circumstance Change Monitor (CCM).

If the customer cannot use the Express plus Centrelink mobile app or their Centrelink online account and is providing the documents in person:

• record receipt of the document by marking the task as Provided in the Request and Manage Customer Tasks guided procedure, and
• scan the document(s)
• go to Step 6

If the customer is available, run an ACC to collect responses and complete a claim.

Is the customer available to run the ACC?

• Yes, see Assisted Customer Claim (ACC) before continuing this process
• No, tell the customer to download the Claim for Pensioner Education Supplement (SY004) form from the website. If the customer is unable to download the form, use the Mail Forms workflow in Customer First > Workspace > Customer Communication > Mail Forms to issue it

Claims for PES must be lodged by the closing dates for PES claims.

From 1 July 2018, eligible customers who lodge their claim after the relevant closing date will receive payments or concession cards from the date they submit a completed claim with all relevant supporting documents. Different processes apply for vulnerable customers.

If the PES claim is lodged after this date, the student is not eligible for back payment. They can only be granted PES from the date of claim.

PES students who are studying a full year course or a late-starting year-long course that ends after 15 September in the year of study, will be paid to 31 December.