Tips For Navigating Centrelink for Carers

For a carer of a loved one, the thought of having to deal with Centrelink can be daunting. In this article, we provide some practical pointers from the initial claim and beyond.

Claim Early

It’s important to claim from the earliest date possible so if your claim is successful, it can be backdated to that date. As a former Centrelink Service Officer, I would often see carers who never knew there were supports available until years later, only to realise that financial assistance is only available from date of claim and not backdated to the date the carer started providing the care. Also, many times (especially with couples), the carer assumed this was their duty to provide care and didn’t realise they could apply for any assistance.

I always recommend people test their eligibility as soon as possible.

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If you claim a payment prior to being payable, the claim may be rejected (for example, carer is still working and income is over the threshold, however otherwise they would be qualified). You may need to reapply. Although this may sound like wasted effort, it can make the process easier if wages and/or working time reduces and you become payable. It can also give you assurance that you meet other qualification criteria so you can plan any future changes (e.g. medical and carer scores achieved, asset test, etc.).

If the care receiver consents, attend the medical assessment

One of the most common reason for carer claim rejections is due to the treating health professional (THP) report not qualifying or the adult disability assessment tool (ADAT) score not being achieved. Interestingly, the score needed for Carer Payment is lower than that required for Carer Allowance. Carer Payment is an Income Support Pension payable to carers looking after a care receiver for a significant period each day – The equivalent of a full-time working day).

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Often, upon review, it is found that the medical report is done with the care receiver present only. The treating health professional knows the diagnosis but may not be privy to the care requirements of their patient. Also, a lot of people tend to downplay their needs due to humility or the need to retain their independence. The GP may ask: ‘John, do you need assistance with toileting?’, and John may respond in a vehement ‘No, of course not!’, when that may not be accurate. Therefore, it is crucial that the carer explains what the care receiver’s needs are during this appointment, if possible.

Patience is key

I understand this one is a little difficult as people claiming income supports and allowances generally do so due to extreme financial need, however these claims can take some time. Ensure the claim is attended to in a timely manner by providing all documentation in the first instance. Anywhere you see a ‘paper clip’ icon in forms, be sure to attach the information they have requested in the format specified. Carer Allowance and Carer Payment no longer use physical claim forms – Only the supplementary materials may be in paper format (e.g. the THP report, Income and Asset form and associated modules, etc.). However, these can be located and downloaded on the Services Australia website so you don’t have to wait for a physical copy to be mailed out.

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A common error when applying for income support payments is providing an ATM slip or a picture of a screenshot as proof of bank balance. This is generally not adequate as Services Australia needs to see the full name, account numbers, dates and balances, preferably in PDF format. By creating a MyGov account and linking your Centrelink record, there is no need to print and scan these materials as you can download the statement requested, then upload it to the claim directly in real time. You will then get a receipt for the transaction so there is no possibility of the item being mislaid.

Unfortunately, there are some areas within Services Australia that are harder to ‘fast-track’, for example, if you have any involvement in entities such as private trusts or companies. These cases need to be sent for review by a Complex Assessment Officer, and the delays are often lengthy. There are external avenues you can turn to if the delay is unacceptably long or you are in financial hardship. In the first instance, you should contact Services Australia directly on 13 2717 (Disability, Sickness and Carers).
If you are not satisfied with the response, other avenues of assistance include:

Register a complaint internally on the Centrelink complaints line – 1800 132 468.

If you’re not happy with the outcome, you can make a complaint on the Commonwealth Ombudsman website. If you are unable to complete the online form, you can call them on 1300 362 072.

Ask your Member of Parliament to intervene on your behalf.

There are some community legal centres that can assist with Centrelink issues, such as Social Security Rights Victoria. Phone 03 9481 0355 or visit Social Security Rights Victoria.