Information for Humanitarian Settlement Service (HSS) providers

The information provided here will help you, as the HSS provider, to understand Centrelink's processes, payments and services in supporting your clients (newly arrived refugees) in their first days, weeks and months in Australia.

The term 'refugee' is used throughout this information to describe all refugee and humanitarian entrants.

Centrelink Refugee Servicing process

To help you understand what you can expect from Centrelink at each stage of your client's settlement process, we have arranged information in a chronological order.

Centrelink is committed to providing quality service to customers from culturally and linguistically diverse backgrounds.

• Centrelink refugee servicing
• Good practice guide
• New arrivals to Australia
• The new claim interview
• Frequently asked questions

Centrelink services

• Centrelink multicultural services
  Information about services, products and resources for people from diverse linguistic and cultural backgrounds.
• Facts and figures
  Important facts and figures about Centrelink as well as information about the Department of Human Services.
• Interpreter and translation services
  Information about how you can access interpreter and translation services.

More information

Form

• Notification of refugee arrival form (SS459)

Publications

• Information for Settlement Service Providers - helping your clients manage their Centrelink money factsheet

You can view the following publications on the We speak your language page:

• Centrelink Customer Service Charter
• Centrepay - paying your bills through Centrelink
• Concession cards
• Crisis payment for humanitarian entrants
• Information about your Job Capacity Assessment (JCA)
• Multicultural service officers
• Proving your identity to Centrelink
• Rent assistance
• Someone to deal with Centrelink for you
• Your right to privacy
• Money to help you
• Things to tell Centrelink
• Social Work services
• Your rights and obligations

External resources

• Learning English with the Adult Migrant English Program (AMEP) on the Department of Immigration and Citizenship website.
• Information for New residents on the Medicare Australia website.
• Multilingual factsheets about family assistance on the Family Assistance Office website.