New Claim Interview
Servicing newly arrived refugee and humanitarian entrants
We speak your language ( 13 1202
This information has been prepared for service providers and sponsors who support newly arrived refugee and humanitarian entrants. Proof of arrival documents may include: • a document for travel to Australia • an overseas passport with a Visa label, or • a document issued by the United Nations High Commission for Refugees (UNHCR). Your client also needs to provide approved POI documents to the value of 100 points. Refugee and humanitarian entrants are given extra time, after the new claim interview, to provide these documents. Centrelink payments will be made while these documents are being organised. Centrelink will take photocopies of the original POI and travel documents. For a detailed list of acceptable POI documents, see the form ‘Proving your identity to Centrelink’ (SS231).
What is a new claim interview?
A new claim interview is an appointment between a Centrelink officer and the refugee or humanitarian entrant (your client) to determine which Centrelink payments and services are available to support them.
When will the interview take place?
As soon as you notify Centrelink that your client has arrived in Australia (on the day of arrival) a new claim interview will be arranged. The interview will usually be held within three days of arrival. It is essential that the interview is held within seven days of arriving in Australia so your client can claim Crisis Payment for Humanitarian Entrants.
As a service provider or sponsor, what is my role at the new claim interview?
You should: • bring your client to the interview, ensuring they remember to bring their documents • ensure your client arrives 10 minutes before the scheduled appointment time, and • remain during the course of the interview so you are aware of any referrals and appointments that your client will have to attend.
What does your client need to bring to the interview?
They need to bring: • original proof of arrival documents for themselves and their dependants, and • any other approved documents from the Proof of Identity (POI) list they have in their possession.
www.centrelink.gov.au
AH1694.0806 (page 1 of 2)
Centrelink Facts How long will the interview take?
Interview times vary. They can take up to 45 minutes for each person who is claiming a new payment or service.
How to find out more
If you have any questions about the Intent to Claim process for refugee and humanitarian entrants, you can contact the Multicultural Service Officer at your local Centrelink Customer Service Centre. To speak to Centrelink in a language other than English call
What will happen at the interview?
At the interview, Centrelink will: • interview family members (eg. husband and wife) at the same time on the same day • complete the customer’s claim for Crisis Payment for Humanitarian Entrants • complete the customer’s claim for a main income support payment • consider the need for arranging part of the first payment to be made early • apply for a Tax File Number • issue interim concession cards (eg. health care, transport) • encourage the customer to contact their local Adult Migrant English Program provider (if they require it and are not already registered) • book a Job Capacity Assessment appointment if the customer is of working age, and • provide relevant Centrelink information and factsheets.
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Information in other languages can be found on the website at www.centrelink.gov.au under “We speak your language”. Your local Multicultural Service Officer is:
Using an interpreter
Centrelink will book an interpreter to be present at the new claim interview. This service is free of charge. Centrelink prefers customers to use one of its professional interpreters rather than rely on the help of the sponsor, service provider, family member or friend.
AH1694.0806 (page 2 of 2)