Nominee roles and obligations for the bulk update facility

You, as the nominee organisation will manage your representative’s access to the facility.

When a customer appoints an organisation as a nominee, the organisation must always act in the customer’s best interests when dealing with us.

A customer may choose someone to be both a correspondence and payment nominee or could have a different person for each arrangement. A customer can only have 1 nominee for each type of nominee arrangement. For example, 1 correspondence nominee and 1 payment nominee, or 1 combined nominee – a nominee who does both correspondence and payment arrangements.

The legislation allows the customer and nominee not to be held liable for any act or omission where they acted in good faith. However, both the correspondence and payment nominee should be aware of their obligations to the customer, and should notify us of any change in circumstances within the notification provisions.

A correspondence nominee will receive a copy of the customer’s mail and has the authority to enquire, sign forms and statements and make changes to the customer’s record on their behalf. You can have mail delivered electronically via online mail. Correspondence nominees must tell us of any matter that affects their ability to act as a nominee.

Actions of a correspondence nominee on behalf of our customers

Correspondence nominees can do most things we expect of our customers. They are even able to accompany a customer to an interview, if the customer wishes.

The correspondence nominee is able to:

  • lodge a claim on our customer’s behalf
  • provide information on the customer’s change of circumstances
  • make enquiries on behalf of the customer
  • complete and sign Centrelink forms and statements
  • provide relevant documents relating to the customer’s circumstances
  • lodge applications for an Advance Payment
  • attend appointments with or on behalf of a customer if the customer wishes. At the customer’s request, the nominee may also attend medical examinations with them, but the nominee must respect any requirements or limitations set by the treating health professional

Nominees should be aware that action taken or not taken on a customer’s behalf that results in the customer’s receiving more money than he or she is entitled to will leave the customer with an overpayment that may have to be recovered.

A correspondence nominee can request a change in a customer’s payment destination, provided it is to an account that the customer has access to and they don’t have a payment nominee.

Sending notices to correspondence nominees

Any letter or advice issued to a customer is also sent to their correspondence nominee, with the exception of concession cards. Concession cards are only sent to the customer, not to the correspondence nominee. Magazines are only sent to the correspondence nominee, not to the customer.

Failure to respond to a notice needing action or not providing a response within a certain time frame may result in the customer’s payments being suspended.

Payment nominees

A payment nominee will receive a customer’s payments on their behalf. A payment nominee must act in the best interest of the customer, ensuring that these payments are used exclusively for the customer’s benefit.

It is mandatory that the payment nominee keep records of all monies spent. A payment nominee must advise us of any matter that affects their ability to act as a nominee or any changes, such as changes to bank account details that may impact on our ability to deliver payments.

Statement from the payment nominee regarding disposal of money

The Authorising a person or organisation to enquire or act on your behalf form advises both the customer and the payment nominee of the need to maintain records of payments received and monies spent on the customer’s behalf.

This advice is also in the appointment notice sent to the payment nominee. We may review the arrangement from time to time. We may give payment nominees a notice asking them to provide a written statement giving particulars of how they spent a customer’s payments. Financial penalties may apply if the information is not provided.

Payments to be sent to a bank account

Any Centrelink payments paid to a payment nominee on behalf of a customer must be delivered to a bank account nominated and maintained by the nominee.