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FAQs for staff of Australian Embassies, Consulates, High Commissions & Missions
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. What is Centrelink International Services (CIS)?CIS has responsibility for all Centrelink customers who:
We also provide assistance to any Centrelink customer who is outside Australia. For more information: [ return to top ] Centrelink payments for customers during an absence from AustraliaCustomers absent from Australia long-term or permanently are paid every 4 weeks, either into a bank account in their country of location or by cheque. Customers who are absent from Australia for less than 52 weeks are paid fortnightly into their Australian bank account. 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, visit our Leaving Australia Temporarily page. For more information about the rules for permanent absences, visit our Payments While You Are Living Outside Australia Permanently page. [ return to top ] 2007-08 payment schedule for CIS customers absent from Australia for more than 52 weeks
[ return to top ] Methods of paying Centrelink customersCentrelink 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. [ return to top ] Customers not receiving an expected Centrelink direct deposit paymentCustomers 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 paymentNon-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 AustraliaAustralian pensions can only be claimed by permanent residents of Australia or a country with which Australia has a social security agreement, who are currently in Australia or an agreement country. For more information on 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 AustraliaA customer may be able to claim Family Tax Benefit or Maternity Payment 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 AustraliaTo lodge a claim for a Centrelink payment a person must be:
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 CentrelinkCustomers can nominate a person to assist them in their dealings with Centrelink. This can be permission to:
For more information visit our 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 customerIf 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 two of the following are provided:
[ return to top ] Payments and services not provided by CentrelinkCentrelink 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 CISEmbassy staff and customers can contact CIS by using the telephone numbers on the Telephone Us page. Alternatively you can contact us by:
[ return to top ] Useful publications
[ return to top ] Useful links
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