Applicants for permanent residency eligibility for Medicare 011-44020000
Expand allAllowable card extension periods
Table 1
List of visas included in the Department of Home Affairs' support for customers affected by family and domestic violence
Table 2
Medicare eligibility at different stages of a refused visa review process
Table 3
Staff FAQS - Customers appealing a refused visa decision
Table 4
Question | Answer |
What policy was clarified? | Services Australia has clarified the policy and process to make sure it assesses Medicare eligibility consistently and according to the Health Insurance Act 1973. The agency has updated the list of acceptable evidence of appeal documents to assess Medicare eligibility. Customers:
There are no changes to the legislation. There are only changes to how the agency assesses Medicare eligibility to make sure decisions are consistent and comply with the law. |
How does the policy clarification impact customers? | The clarified policy changes the types of documents that the agency can accept to support Medicare eligibility for customers appealing a refused permanent residency or permanent protection visa decision. New enrolments and extension requests
Customers with an ongoing ART appeal Where the Administrative Review Tribunal (ART) is currently considering a customer's appeal, there is no change for the customer. These customers remain eligible for Medicare while their ART appeal is ongoing, if they meet all other eligibility requirements. Customers currently enrolled in Medicare or have a pended enrolment with a DOL 28/09/2026 or before. The agency is completing a customer review activity for customers whose current Medicare eligibility may be impacted. See JRMI26 – Customer review activity and mailout. |
What is the customer review activity and what does JRMI26 mean? | Having clarified Medicare eligibility requirements, the agency is now reviewing customers:
JRMI26 is the reference number assigned to this customer review activity. |
Why is the agency contacting customers as part of the customer review activity? | The agency has clarified how it assesses Medicare eligibility at different visa pathway stages. This is to make sure decisions are consistent and comply with the law. There are no changes to legislation. The agency is giving impacted customers the chance to lodge updated information before making any changes to their Medicare entitlement. |
What if a customer does not agree with the decision? | Explain that Services Australia assesses Medicare eligibility in accordance with the Health Insurance Act 1973 and cannot change the eligibility requirements set out in the legislation. Advise the customer that if their visa circumstances have changed, they can submit a new Medicare enrolment form (MS004) and supporting evidence for reassessment. Explain that Medicare eligibility is based on the customer's circumstances and supporting evidence. If the customer meets the Medicare eligibility requirements, they may be eligible for Medicare. If they do not meet the requirements, they cannot be enrolled. Advise the customer that they may make a complaint if they are unhappy with the service provided or how their matter has been handled. A complaint does not change the Medicare eligibility requirements or the outcome of an eligibility assessment. If requested, direct the customer to information about making a complaint or providing feedback (servicesaustralia.gov.au/feedback or QC 25936). |
What does this mean for customers with an ART appeal? | There is no change for customers who have an ongoing ART review. Customers are eligible for Medicare while the ART review is ongoing, and if they meet all other Medicare eligibility requirements. |
Can staff provide alternative options or advice to customers? | Staff must only provide information on Medicare eligibility that is within their role and reflects policy and legislation. Where appropriate, staff can encourage customers to seek independent advice, but staff cannot recommend specific options outside the agency’s responsibilities. Customers may be eligible for Medicare:
If customers ask about visa options, tell them to speak to the Department of Home Affairs or visit their website for general visa information and support options. |
What if a customer becomes distressed, is vulnerable or is in financial hardship? | If a customer becomes distressed, is vulnerable, or raises concerns about financial hardship, acknowledge their circumstances and:
Where appropriate, reassure the customer that any information they submit will be assessed before a decision is made about their Medicare entitlement. |
JRM126 Example letters
Example letters are provided for staff awareness only.
Do not issue these example letters to customers. If a customer requests a replacement copy of a letter, refer to Table 7 to determine the appropriate action.
Do not share these attachments externally. See Freedom of Information - Information Publication Scheme. 
Z2348 - sample a letter
Z2352 - sample a letter
Z2349 - sample b letter
Z2353 - sample b letter
Letters
Services Australia has endorsed the below letters for use. It is the latest version. Do not use locally produced letters or electronic message.
Service officers can start the following letters from CDMS or DMC. See Digital Messaging Capability (DMC) - Health to create and send letters.
- Z0137 Request for information to complete your Medicare enrolment
- Z0139 Medicare enrolment unable to process
All outbound correspondence must follow quality assurance processes. See Preparing, quality and peer to peer checking of Medicare external mail.
Medicare Document Verification Service (DVS) result codes
- Y = successful verification
- N = failed verification
- S = system unavailable, try again later
- D =
- data out of range (document either expired, stolen, lost), or
- customer is offshore
Data tables for Births, deaths, and marriages
Country codes for Australian visas