About this service

This service allows you to submit a claim online for:

Youth Allowance (student) is generally paid to people who are:

Youth Allowance (Australian Apprentice) is generally paid to people who are:

Austudy is generally paid to people who are:

Family Assistance payments are generally paid to people who:

Age Pension payments are generally paid to people who:

The Emergency Recovery payments such as the Australian Government Disaster Recovery Payment are generally paid to people who:

Commencing a claim

In order to get paid from the date on which you commenced your claim, you will need to submit the claim within 14 days. If you do not complete your claim within 14 days it may result in you being paid from a later date. If an extreme circumstance prevents you from submitting your claim, you may have up to 13 weeks to submit your claim. You may need to provide evidence of extreme circumstances. These rules do not apply to payments not covered by social security law.

Qualification criteria

All payments that Centrelink and/or the Family Assistance Office administer are subject to qualification criteria.

These criteria may include but are not limited to:

If you commence your claim before your 16th birthday, you must either complete and submit your claim before turning 16 or contact us on that date. If you fail to do so, payment can only be granted from the date you lodge your claim.

Payments not covered by Social Security Law

Payments not covered by social security law include but are not restricted to:

Medical Condition

Extensions to the 14 day period allowed to submit your claim due to a medical condition are subject to the following:

Centrelink Medical Certificates are available from your doctor.

Extensions may be granted to a maximum of 13 weeks from the date you contact Centrelink.

Other extreme circumstances

Extensions to the 14 day period allowed to submit your claim due to extreme circumstances are subject to the following conditions:

Extensions may be granted to a maximum of 13 weeks from the date you contact Centrelink.

Information that Centrelink currently holds

Some questions in your claim will be filled in for you from information that Centrelink/Family Assistance Office already holds. Please check this information carefully - you can update the answers to these questions if the details are incorrect.

Collecting information from you

You will only be asked questions that apply to you. For example, if you have indicated that you do not have any children, you will not be asked any questions relating to your children in your care. Information that Centrelink currently holds

Questions may be asked about the following:

Selecting one of these links will take you to the further information specifically relating to that particular section. Once you have completed the claim you will be given an opportunity to review your answers before submitting your claim.

Mandatory fields

Many of the questions will have a mandatory field indicator (). You must answer these questions in order to proceed to the next page in the claim.

Additional help

Many of the questions asked will contain extra information to help you answer them. This information is available by selecting the part of the question that is underlined.

Populating of answers

Where possible, information that you have previously provided Centrelink and/or the Family Assistance Office will be used to populate answers to questions. If this information is no longer correct, you will need to update it with the correct information. For privacy reasons some questions will have a defaulted answer.

Many of the questions asked will contain extra information to help you answer it. This information is available by selecting the part of the question that is underlined.

How long does it take?

The length of time required to complete the application will depend on what your personal circumstances are, what you are applying for, and how much of the required information you currently have with you.

Before you start the application you will need to have some of the information at hand. It is best to have this information ready before you begin because you will not be able to go past the relevant page until all mandatory information has been entered.

Saving your claim

If you start your application online, but cannot finish it, you can save your application and come back at a later time to complete it.

You can save your application at any point once you have completed a page by selecting the 'Save' button. Your application will automatically save once you press the 'Save and continue' button to go to the next page.

Timing out

If you leave the application idle for more than 14 minutes, your session will time out, and any unsaved information will be lost.

When you have completed the claim you will be taken to a summary page to allows you to check all the answers you have provided, and modify any information if you need to.

When does the claim expire?

When you begin your claim, it will have a status of 'In progress'.

If you have not updated your claim for 26 weeks, its status will become 'Expired'. Once your claim has expired, you will no longer be able to continue with it, and if you still wish to submit a claim, you will need to start a new claim.

When you submit the claim the status will change to 'Submitted', and you will no longer be able to modify it. Centrelink and/or the Family Assistance Office will then follow up the claim and contact you after you have provided any follow up information that may be required.

Navigation through the Claim

Claim progress menu

You can navigate through the different sections of the claim by using the 'Claim progress menu' that appears on the left hand side of the screen. This menu will highlight the section you are currently on in bold with a red arrow next to it.

You may access any of the previous sections you have started by selecting it from the claim progress menu. Sections that have been completed will have a green tick next to them.

The "Back" button

If you wish to go back to the previous page within the section you are currently working on, you can select the 'Back' button located at the bottom of the page. If you wish to save the information on the current page you will need to press the 'Save' button before going back, otherwise the information on the current page will be lost.

In order for your answers to be saved, all mandatory fields must be filled in. If you select the 'Save' button, and have not answered all of the mandatory fields, error messages will appear at the top of the page prompting you to complete these fields.

If you are on the first page of a section, clicking on the 'Back' button will take you to the first page of the previous section, and not the last page you were on.

Logging off

You can logoff the application by selecting the 'logoff' link in the top right hand corner of the page. Any unsaved information will be lost. If you wish to save the information on the current page you will need to press the 'Save' button.

Returning to a saved claim

When accessing the service after saving a claim, you will be presented with the 'Your online claims' page.

This page will show you a summary of any claims you have previously started. When you select your existing claim from this page, it will record the new contact date. From here you will be taken to the question set you exited from last time.

Reviewing your answers

You can change the answers you have provided in your claim at any time before it has been submitted.

While you are answering questions you can modify the answer to a previous questions by either selecting the 'Back' button (for a question relating to the same topic you are currently on), or by selecting the relevant topic from the side menu, and then navigating to the particular question.

A summary of all the information you have provided will be displayed once you have completed answering all the claim questions. This will allow you to ensure that all the information you have provided is correct, and allow you to go back to a particular section if you need to change one of your answers.

Submitting the claim

Before submitting your claim you will need to accept a declaration stating that, amongst other things, all the information you have provided is correct and that you will notify Centrelink and/or the Family Assistance Office of any changes to the information within 14 days of the changes occurring.

Your payment cannot start until this declaration has been accepted and all additional documentation has been provided to Centrelink and/or the Family Assistance Office.

Once your claim is submitted you will not be able to change any of the information. We will then provide you with detail regarding the additional information you will need to provide to Centrelink or the Family Assistance Office.

Changes to your circumstances

If you need to change details of your claim after you have submitted it, please Contact Us. You do not need to complete another claim.

Providing additional information

Once you have completed and submitted your claim, you may be required to return some additional forms, as well as provide extra documentation to Centrelink or the Family Assistance Office.

There are three ways in which you can acquire the forms that you need to fill in and return to Centrelink or the Family Assistance Office.

Completing and returning forms

These forms and documents can either be mailed to Centrelink or the Family Assistance Office, or brought into your nearest Centrelink or Family Assistance Office Customer Service Centre. The addresses for both options will be provided once you have completed and submitted the claim form. All forms and documents should be returned within 14 days of you completing the claim form.

All forms must be completed in full, and all verification documents must be originals. Verification documents will be returned to you via mail.

If you fail to return the forms by the date provided, your claim may be rejected.

Centrelink or the Family Assistance Office will notify you of the outcome of your claim by mail.

Last Updated 22 August 2006.