New arrivals to Australia
Prior to arrival in Australia
Humanitarian Settlement Services (HSS) providers notify Centrelink of expected client arrivals.
Note: This is not an intent to claim.
Local arrangements for this procedure may exist. For example, HSS providers exercise their own discretion with Centrelink areas and refugee contacts in notifying Centrelink of imminent refugee arrivals.
Once your client has arrived in Australia
Phone, fax or email Centrelink on the day your client arrives in Australia to register an Intent to claim. This will ensure your client is paid from the earliest possible date.
Note: An Intent to claim cannot be registered before your client has arrived in Australia.
Lodge an Intent to Claim online and fax or send the Notification of refugee arrival form to Centrelink within 7 days of your client's arrival to book their new claim interview.
You will need to obtain the following information to complete an Intent to claim:
- your client's full name, gender, date of birth, country of birth and language(s) spoken. This information will be on their passport or Document for Travel to Australia (DFTTA)
- details of all dependants or family members accompanying them to Australia. This information will be on their visa label in their passport, or on their DFTTA
- confirm the date and time of arrival in Australia and the airport they arrived at. This will be on a stamp in their passport or on their DFTTA
- an interim address and contact telephone number for them in Australia. This is their on-arrival accommodation address.
Contact Centrelink to book your client's first appointment for the new claim interview. This can be done at the same time as you register an Intent to claim.
Note: You must tell us if your client requires the assistance of an interpreter, including the language and dialect.
The first 3 months in Australia
Centrelink recognises that your client may present with complex settlement issues and require support and assistance to facilitate the settlement process. If your client is of working age (eg between 16-65 years of age) and is receiving a Centrelink payment with participation requirements, they will be granted an activity test exemption for 13 weeks from the date of their first arrival in Australia. This exemption is to allow them to focus on initial settlement activities, which may include finding long-term housing, starting English language tuition, and enrolling their children in school.
Centrelink understands that you assist your clients with case coordination and that the level of assistance provided varies to cater for the needs of the individual and their family. We understand that help from HSS providers includes assistance with:
- securing accommodation upon arrival, providing orientation to accommodation and securing long-term accommodation
- providing food supplies, emergency clothing and footwear on arrival
- acquiring household goods
- tenancy training
- accessing short-term torture and trauma counselling
- referring clients to relevant Government and non Government agencies
- enrolling children in school
- doctor appointments and health checks
- enrolment in English classes
- shopping, banking (including understanding money and budgeting), child care, transport and understanding the local area
- overall settlement, such as identifying and locating religious and local ethnic organisations.