Frequently asked questions

Below is a list of frequently asked questions regarding Centrelink's refugee servicing:

How do I advise Centrelink that I am expecting a refugee?

You can call your Centrelink contact or send them an email or fax.

Note: Notifying Centrelink of an imminent arrival is not the same as lodging an 'Intent to claim'.

What is an 'Intent to claim'?

An Intent to claim means the person or the HSS provider tells Centrelink that the refugee wants to apply for a Centrelink payment. To ensure your client is paid from the earliest possible date, the Intent to claim should be registered on the day your client arrives in Australia.

Note: An Intent to claim can't be registered before your client arrives in Australia.

Do I need to book an appointment for my client, or can we just go into a Centrelink office?

It is best to make an appointment for the new claim interview. Booking an appointment will allow us time to arrange an interpreter to be present in person (if possible) or over the phone.

If your client comes into the office without an appointment, we will usually get them an interpreter on the phone, however there is no guarantee one will be available.

How do I organise an interpreter to assist my client at the Centrelink appointment?

When you book an appointment, ensure you tell us that your client needs an interpreter. We need to know your client's language and dialect. We will then arrange an interpreter.

[ return to top ]

Does Centrelink organise translations of documents for new entrants?

Yes. Centrelink will organise translations of documents that are required for Centrelink purposes only. This is a free service. We will not translate documents that are not relevant to Centrelink's business.

When will my client start receiving payments?

Payment eligibility will start on the day your client arrives, if an 'Intent to claim' was registered on that day. Your client will not receive their first fortnightly income support payment until 2 weeks after they attend their Centrelink new claim interview.

If the Crisis payment for humanitarian entrants is also claimed and granted at the new claim interview, this payment will be available to your client on the same day via an Electronic Benefit Transfer (EBT) card.

What is an Electronic Benefit Transfer (EBT) card?

An EBT card is a system which allows Centrelink to transfer immediate payments to a customer electronically via the use of an Automatic Teller Machine (ATM).

What letters and forms is my client likely to receive and how often will they receive them?

Your client will get a letter confirming the grant of their Centrelink payment/s, and other letters about upcoming appointments.

Centrelink letters are usually in English. If your client wants these explained they can ring the Centrelink multilingual call centre on 13 1202 and talk to someone in their own language.

[ return to top ]

Who can help my client to complete Centrelink forms?

Centrelink can assist your client with completing our forms. An interpreter will be organised if needed.

It is important that all Centrelink forms are completed in English.

Who refers my client to a Job Capacity Assessment Provider (JCAP), and who makes the appointment?

Centrelink will refer your client and make the appointment for a Job Capacity Assessment (JCA). This usually happens at the new claim interview. Your client will be provided with a letter confirming the appointment date, time and venue.

At the JCA, an interpreter will be provided if requested by Centrelink.

The HSS provider is encouraged to attend this appointment to provide support to the entrant.

What type of Centrelink benefits are available to newly arrived refugees?

Centrelink has a wide range of payments and services, and the ones granted will depend on your client's circumstances. We have payments for people who are retired, looking for work, studying, sick or have a disability, caring for someone, raising a family, and those who are widowed or sole parents. Payments and benefits will vary for each customer.

Your client may also be eligible for a Crisis payment for humanitarian entrants payment. This is a one-off payment equal to 1 week of their primary income support payment, excluding add-ons.

[ return to top ]

Why does my client need a Tax File Number (TFN)?

Under current legislation, Family Tax Benefit (FTB) is not payable without a TFN.

It is important to note that most other Centrelink payments can be granted without a TFN.

Customers granted a payment without the provision of a TFN must advise Centrelink of their TFN once they have obtained it from the Australian Taxation Office (ATO).

How does Centrelink help my client obtain a Tax File Number (TFN) from the Australian Tax Office (ATO)?

To provide assistance as quickly as possible, Centrelink and the ATO have an agreement that formalises the TFN application process for your client and provides fast access to a TFN.

Part of this process requires the completion of a Letter of authority (SS435) by your client, which Centrelink must fax to the ATO before any information will be provided. Once faxed Centrelink can then apply online to the ATO for a TFN on behalf of your client. The system will generate a receipt number as proof that your client has applied for a TFN. Your client will get a copy of the receipt number.

Does my client have to complete a Letter of authority to get a Tax File Number (TFN) through Centrelink?

Yes. The Letter of authority will allow Centrelink to apply for a TFN online for your client.

What happens when the computer system is down? How will my client obtain a Tax File Number (TFN)?

When the system is down or running slowly, a receipt will not be issued at the new claim interview. Centrelink will mail the receipt number to your client when it becomes available.

[ return to top ]

Will the grant of Family Tax Benefit (FTB) be delayed if the computer system is down?

Customers have 28 days from the date the claim was lodged to provide TFN details. The FTB claim cannot be assessed until the customer advises the TFN. The ATO will give priority to a customer and their partner if a TFN is required for FTB.

How do I make a complaint, compliment or provide feedback on behalf of my client (or myself) about a service received from an Employment Services Provider?

If you or your client are not satisfied with the service they have received, you should raise this first with their provider. If they are still not satisfied, you should either call the Department of Education, Employment and Workplace Relations' Customer Service Line on 1800 805 260, where a Customer Service Adviser will help to resolve their concerns quickly and fairly.

How do I make a complaint, compliment or provide feedback on behalf of my client (or myself) about a service received from Centrelink or a JCAP?

If you or your client has a complaint the first step is to speak to the person who provided the service.

If you are still concerned after doing this, you can lodge a complaint with Centrelink's FreeCall™ Customer relations line on 1800 050 004 or Centrelink's TTY Customer relations service on 1800 000 567 (only for people who are deaf or have a hearing or speech impairment and have access to use a TTY phone) and your complaint will be investigated.

[ return to top ]

More information

• Information for Humanitarian Settlement Services providers