Report employment income frequently asked questions

Below are some frequently asked questions about report employment income that you may find useful.

Am I eligible to use Online Services to complete my reporting?

If you meet the following conditions on your reporting day, you can complete your reporting requirements using online services instead of returning a form or contacting Centrelink.

You are eligible to report using Online Services if you are:

1. a student who:
   • is studying full-time and
   • is receiving Youth Allowance or Austudy and
   • has to report employment income every fortnight, and
   • is single or partnered and your partner is either eligible to use report employment income or does not receive a Centrelink payment, or
2. an Australian Apprentice who is receiving 1 of the following Centrelink payments:
   • Austudy, ABSTUDY or Youth Allowance and
   • has to report employment income every fortnight, and
   • is single or partnered and your partner is either eligible to use report employment income or does not receive a Centrelink payment, or
3. receiving 1 of the following Centrelink payments:
   • Newstart Allowance
   • Youth Allowance (as a job seeker)
   • Parenting Payment
   • Disability Support Pension
   • Carer Payment (you will also have to record activities completed in the fortnight, such as paid work, study, training, voluntary work and self employment)
   • Age Pension
   • Special Benefit
   • Exceptional Circumstances Relief Payment
   • Farm Family Restart
   • Veterans' of Service Pension age
   • Wife Pension
   • Widow B Pension
   • Sickness Allowance
   • Partner Allowance
   • Widow Allowance
   • Bereavement Allowance,
     and
     you are receiving a Reporting and Income Statement or Reporting Statement (Application for Payment) telling you when you need to report, and
   • are single or partnered and your partner is either eligible to report using Online Services or does not receive a Centrelink payment.

If you do not meet the above conditions you will have to go to a Centrelink Customer Service Centre or call Centrelink to discuss your reporting options.

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Why should I use Online Services to complete my reporting?

If you have to report in order to get paid (your employment income, participation details and changes in your circumstances) Online Services will enable you to report your details online without having to visit your Centrelink Customer Service Centre or call us.

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How do I use Online Services to complete my report?

To logon to use this service, you first need to register for Online Services to get a Customer Access Number (CAN) and password.

When you register, the amount of information you provide will determine your access level. The more information you provide during the registration process, the higher your level of access and the more Online Services options you will be able to use. You can increase your access level any time using Online Services, over the phone or at a Centrelink Customer Service Centre.

You will need at least access level 2 to complete your report. Once registered with at least access level 2, log on to Online Services and select 'Report employment income and participation', then follow the simple instructions.

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What is my CAN and CRN?

Your Customer Access Number (CAN) is the number you are given when you first register to use Online Services with Centrelink and the Family Assistance Office.

Your Customer Reference Number (CRN) is your unique Centrelink identifier and is printed on all correspondence sent to you by Centrelink, including Centrelink concession cards.

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When can I report my details?

You can report your employment income, participation details and changes in your circumstances during the Online Services available times.

You cannot report before your reporting date.

To ensure that your payment is delivered on time, your report should be completed by 5 pm (local time) on your reporting date. You can check your next reporting date after you logon to Online Services.

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What happens if I can't report on time?

If you cannot report online, by phone or by returning a form to an office during Centrelink's available hours on your reporting date, your payment may be delayed.

You will need to either telephone Centrelink or attend your local Centrelink Customer Service Centre if you:

• are a student or an Australian Apprentice and are trying to report more than 13 days late
• are not a student or Australian Apprentice and not on activity test and you are trying to report more than 13 days late

You will need to lodge your Reporting Statement (Application for Payment) form at your local Centrelink Customer Service Centre if you are on an activity test and are trying to report more than 13 days late.

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Do I need to report hours worked?

If you are receiving 1 of the following payments you will have to include your hours worked:

• Disability Support Pension
• Parenting Payment with participation requirements
• Youth Allowance, Austudy and Abstudy as an Australian Apprentice
• Special Benefit
• Wife Pension
• Sickness Allowance
• Newstart Allowance

When reporting your earnings and hours worked online, you will need to round the hours up to the nearest whole hour.

For example, if you worked 4.75 hours, report the total number of hours you worked as 5 hours. The process of rounding hours does not affect the amount of payment you receive.

When reporting hours worked online, the system will not accept more than 99 hours. This does not affect the amount of payment you receive.

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Do I still have to complete and return my Reporting Statement (Application for Payment) form?

If you report your employment income, Activity Test or changes using Online Services, you will receive a receipt number at the end of the process. This means you do not have to return your Reporting Statement (Application for Payment) form for that fortnight.

You may still receive your Reporting Statement (Application for Payment) forms by mail. You might like to use these forms to note your details for your own records as Centrelink may ask you to verify this information.

If you do not successfully report using Online Services (for example, you did not get a receipt number at the end), you will need to Contact Centrelink before you can be paid.

Once you are comfortable using Online Services to complete your reports, Centrelink may start to send you a 12 weekly Reporting Statement that outlines the dates your report is due for a 12 week period. It also outlines what you need to report for the period.

If you receive an Activity Test/participation payment, it is important to keep a record of the employers you have contacted and activity details you have undertaken as Centrelink may ask for these later.

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What if I don't know my employer's trading name or Australian Business Number (ABN)?

Your employer's trading name and ABN is printed on your payslip. If you do not have a payslip, you can:

• contact your employer to get their trading name or ABN, or
• search for your employer's ABN using ABRpublic on the Business Entry Point website.

You only need to tell us the employer's ABN the first time you report income for that employer.

If your employer does not have an ABN, you can enter the trading name.

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What happens if I don't have any employment income to report this fortnight?

You are still required to report to Centrelink when required, even if the amount you have earned is 'zero'. If you don't let us know on your reporting date, you will not be paid.

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Why can't I complete my report for the fortnight?

You may not be able to report for the fortnight if you:

• are not due to report (attempting to report early)
• are a student or an Australian Apprentice and are trying to report more than 13 days late
• are on an Activity Test/participation payment and are trying to report more than 13 days late
• are not a student, Australian Apprentice or on an activity test and you are trying to report more than 13 days late
• are a student on ABSTUDY
• do not have permission from your partner to make enquiries on their record
• have had your access to the online services locked or suspended
• have changed your relationship status within the fortnight
• are an Australian Apprentice and have no income to report for the fortnight
• have not fulfilled your activity test obligations for the fortnight
• are receiving Carer Payment and have not included your activity test details

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Can I report income other than employment income online?

Yes, you can report employment income, leave payments received, self employment and commission payments using Online Services. If you receive Family Tax Benefit Part A, Family Tax Benefit Part B or Child Care Benefit, you can update your family income estimate online.

To report all other forms of income, please telephone us, or visit your nearest Centrelink Customer Service Centre.

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Should I keep a record of my employment income details?

Yes, it's a good idea to keep a record of your employment income details. You can print your receipts and record your income details on your Reporting Statement (Application for Payment) form or your Earnings Worksheets.

You can provide them to Centrelink at any time to verify your details.

Keep your payslips for at least 6 months.

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What if I make a mistake when entering my details?

Once you have submitted your report it is used to work out your next payment. If you have made a mistake you should telephone Centrelink or attend a Centrelink Customer Service Centre as soon as possible to amend the details.

If you amend your details after you have received your payment you may receive an overpayment

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How do I know Centrelink has recorded the details?

Once you have submitted your report details online, you will get a receipt which shows:

• a receipt number
• your next payment amount
• the date you will get your payment
• your next reporting date
• your Income Bank balance or Working Credit balance, if applicable.

If you have Activity Test / participation requirements you will be advised if you have a Personal Contact Interview booked in the future.

Print the receipt or record the receipt details in case you need to contact us about your payment.

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What should I do if my circumstances change?

You must notify Centrelink of any changes in your circumstances within 14 days. To let us know about a change in your circumstances, you can:

• telephone us on your main payment or service telephone number
• visit us at your nearest Centrelink Customer Service Centre
• Self service – advise us of changes to your circumstances using Online Services or Phone Self Services, or
• write to us to let us know about a change in your circumstances.

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What should I do if someone else knows my password?

Contact us immediately if you think someone else knows your password. It is your responsibility to keep your password secret to make sure you get the correct payment. We will assume that you have authorised any transaction using your Customer Access Number and Password.

If you suspect someone else knows your password, you can telephone us, visit your nearest Centrelink Customer Service Centre or access Online Services Feedback and enter your contact details and a brief description of your problem.

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What happens if I forget or misplace my Customer Access Number (CAN) or password?

If you forget or misplace your Customer Access Number (CAN) you can retrieve your number by telephoning your regular 13 number or visit your local Centrelink Customer Service Centre.

If you forget your password you can:

• Use the I've forgotten my password service. You will need to answer 2 of your secret questions that you set up when you registered for Online Services. You will need to have a minimum of 5 secret questions and answers recorded to use this service.
• Telephone Online Services support - on 13 2307. The hotline is available Monday to Friday from 7 am to 7 pm local time.

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Where can I give feedback about using Online Services to report employment income and participation?

Your feedback on using Online Services to report employment income and participation is important to us. It is your feedback that will help us improve the service and make it as easy to use as possible.

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Where can I get help?

If you require further assistance with using the report employment income option, you can telephone our Online Services Support Hotline on 13 2307.

The hotline is available Monday to Friday from 7 am to 7 pm local time.

Alternatively, you can send a message requesting assistance by selecting Online Services Feedback, and completing the details. Please select the 'Help with other services' drop down option to describe your message.

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I am a job seeker, should I keep a record of my job search efforts?

Yes, you will be need to maintain a record of your recent job search efforts, as you will be asked to provide them at your Personal Contact Interview (PCI) You can record the details of your job search efforts on your Participation Activity Record, your Job Search Diary if you were issued one, or keep a other suitable evidence of the details.

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