Claims agents must do all of the following:
- read, understand and comply with their obligations under the TFES Ministerial Directions
- provide Claims Agent Authorisations for all claimants they will act on behalf of
- lodge accurate claims and supporting documentation online
- comply with any requests from us for information and documentation within a reasonable timeframe
- notify us when a claimant has revoked their authorisation
- keep their business details up to date
- maintain an information management system that covers all claimants they act on behalf of
- make sure the business details for the claimants they act on behalf of are up to date
- keep all claim and supporting documentation for 5 years
- lodge all claims within 6 months of the date of shipment.
Claims agents also need to make sure each claim outcome is communicated clearly to the claimant. This includes all of the following:
- pass on all TFES assistance received to the eligible claimant
- itemise any upfront deduction of TFES assistance provided to the claimant on the invoices issued to them. If the upfront deduction of the TFES assistance does not match the amount paid for the claim, ensure the full amount is credited to the claimant
- notify the eligible claimant of the full amount of TFES assistance paid by Services Australia within 30 days.
Each year claims agents will be asked to provide written confirmation that they are aware of their responsibilities and are complying with these.
You can find out more about claims agent responsibilities and the TFES Ministerial Directions on the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts website.