FAQs for staff of Australian Embassies, Consulates, High Commissions & Missions

on this page

• About Centrelink International Services (CIS)
• Centrelink payments for customers during an absence from Australia
• 2009-10 payment schedule for CIS customers absent from Australia for more than 52 weeks
• Methods of paying Centrelink customers
• Customers not receiving an expected Centrelink direct deposit payment
• Customers not receiving an expected Centrelink cheque payment
• Claiming an Australian pension while absent from Australia
• Claiming Family Tax Benefit and Maternity Payment while absent from Australia
• Claiming a Centrelink payment upon arrival in Australia
• Customers requiring assistance in their dealings with Centrelink
• Reporting the death of a Centrelink customer
• Payments and services NOT provided by Centrelink
• How to contact Centrelink International Services
• Useful publications
• Useful links

Note: for ease of reference the term "Embassy staff" is used on this page to denote all staff of Australian Embassies, Consulates, High Commissions and Missions.

About Centrelink International Services (CIS)

CIS has responsibility for all Centrelink customers who:

• are receiving a Centrelink payment that is payable during an absence from Australia, and
• are absent from Australia for more than 26 weeks.

We also provide assistance to any Centrelink customer who is outside Australia.

For more information read the Centrelink International Services factsheet.

[ return to top ]

Centrelink payments for customers during an absence from Australia

Customers absent from Australia long-term or permanently are paid every 4 weeks, either into a bank account in their country of location, into an Australian bank account or by cheque.

Customers who are absent from Australia for less than 52 weeks are paid fortnightly into their Australian bank account. Customers receiving Family Tax Benefit payments will also continue to receive payments into their Australian account every 2 weeks.

Many Centrelink payments can only be paid for limited times and/or under limited circumstances during an absence from Australia.

For more information about the rules for temporary absences, refer to the Leaving Australia Temporarily page.

For more information about the rules for permanent absences, refer to the Payments While You Are Living Outside Australia Permanently page.

[ return to top ]

2009-10 payment schedule for CIS customers absent from Australia for more than 52 weeks

[ return to top ]

Methods of paying Centrelink customers

Centrelink payments are generally made by direct deposit into a bank account in the customer's country of residence. Generally, cheque payments are made only to customers where direct deposit is not available.

Direct deposit payments are converted from Australian Dollars to the local currency (or US Dollars) before being transmitted to the customer's bank.

Cheque payments are generally made in US Dollars.

Customers can also continue to receive their payment into their Australian bank account every 4 weeks. Customers who are receiving Family Tax Benefit will always receive their payment every 2 weeks into an Australian bank account. Where payment continues to an Australian bank account, it is the responsibility of the customer to arrange access to their money.

[ return to top ]

Customers not receiving an expected Centrelink direct deposit payment

Customers should check their bank statement up to 1 week prior to the expected date of receipt, as the deposit may be entered sooner than expected.

If the money has not arrived, customers should allow up to 10 days after the expected date of receipt, to allow time for their bank to complete delayed transactions.

Customers must tell Centrelink of a change in their bank account details, as this may be preventing the payment from reaching them.

If there is no obvious reason for the non-receipt of the payment and 10 days have passed since the expected date of receipt, customers should contact CIS.

Note: If Centrelink is required to "trace" a bank payment, a delay in payment of up to 8 weeks may occur. This delay is beyond the control of Centrelink.

[ return to top ]

Customers not receiving an expected Centrelink cheque payment

Non-receipt of a cheque within 20 days of the expected date of receipt should be investigated first with the local postal authorities. The customer should also check that they have not forgotten to tell Centrelink of a change in their postal address.

If this does not resolve the issue, the customer should contact CIS to arrange to cancel and reissue the cheque.

Once the cheque is cancelled a new one will be mailed. This can take up to 4 weeks. If the original cheque arrives after cancellation has been requested, it must not be cashed.

[ return to top ]

Claiming an Australian pension while absent from Australia

Australian pensions can only be claimed by permanent residents of Australia or a country with which Australia has an international social security agreement, who are currently in Australia or an international social security agreement country.

For more information on international social security agreements visit our International social security agreements page.

Customers living elsewhere in the world cannot claim an Australian pension. Pension claims cannot be lodged by people who return to Australia temporarily for the purpose of claiming an Australian pension.

[ return to top ]

Claiming Family Tax Benefit and Maternity Payment while absent from Australia

A customer may be able to claim Family Tax Benefit, Baby Bonus or Maternity Immunisation Allowance if they are temporarily outside Australia and meet the definition of an Australian resident.

Customers can use online services to Make an Online claim for these payments.

[ return to top ]

Claiming a Centrelink payment upon arrival in Australia

To lodge a claim for a Centrelink payment a person must be:

• physically in and residing in Australia and
• be a legal resident of Australia and
• meet any residence requirements or waiting periods or
• be exempt from any residence requirements or waiting periods.

Some people who are not permanent legal residents of Australia may be entitled to family payments or concession cards (e.g. a New Zealand citizen who is residing in Australia or the holders of certain temporary visas).

It should not be assumed that a person can qualify for a Centrelink payment immediately upon their arrival in Australia. Customers wanting specific information on their eligibility for Centrelink payments should contact CIS.

[ return to top ]

Customers requiring assistance in their dealings with Centrelink

Customers can nominate a person to assist them in their dealings with Centrelink.

This can be permission to:

• make an enquiry on the customer's behalf
• act on behalf of the customer in dealings with Centrelink, and/or
• receive Centrelink payments on behalf of the customer.

For more information view the Someone to deal with Centrelink for you page.

Centrelink cannot provide or receive information about a customer to or from another person unless the customer gives their permission.

Embassy staff can request information from Centrelink in some circumstances, when acting on behalf of a customer. Embassy staff should refer to the Department of Foreign Affairs and Trade Authorisation to disclose information, or contact CIS for more information.

[ return to top ]

Reporting the death of a Centrelink customer

If Embassy staff are informed of the death of a Centrelink customer, please contact CIS. If proof of the death is available, please fax or email a copy to CIS.

Confirmation of the death and identity of the deceased will be accepted by Centrelink only if the full name of the deceased plus at least 2 of the following are provided:

• last address in full of the deceased
• date of birth and age at death
• Centrelink Customer Reference Number (CRN)
• partner's name (if married or widowed).

[ return to top ]

Payments and services not provided by Centrelink

Centrelink does not provide services for the Department of Veterans' Affairs, Medicare Australia, the Child Support Agency or ComSuper.

Enquiries relating to payments or services from these organisations need to be addressed to them.

[ return to top ]

How to contact CIS

Embassy staff and customers can contact CIS by using the telephone numbers on the Telephone Us page.

Alternatively you can contact us by:

• email: international.services@centrelink.gov.au
• fax: +61 3 6222 2799
• mail: GPO Box 273, Hobart 7001, Tasmania, Australia.

[ return to top ]

Useful publications

• Australia's social security agreements factsheets - provides information on agreements with individual countries for social security coverage.
• Are you leaving Australia? factsheet - provides information about how long you can get your payment if you leave Australia.
• Australian Pension News - provides information for people living outside Australia who get a payment from Centrelink.

[ return to top ]

Useful links

• Centrelink International Services
• Department of Veterans' Affairs
• Medicare Australia
• Child Support Agency
• ComSuper
• Department of Immigration and Citizenship