How to protect yourself when you claim

It’s important to consider how to claim safely. This may include changing your details or nominee arrangements.

When you claim a payment, the claim details appear in your online account as Crisis Payment for Extreme Circumstances. We’ll also contact you in writing about the claim.

If other people have access to your online account, they can see this information. If you’re in this situation, it may not be safe to claim online. You may need to change some details before you claim, or claim a different way. If you aren’t sure, call us on your regular payment line and ask to speak with a social worker. They’ll help you submit your claim safely.

Getting letters from us

Check your passwords

Once you’ve submitted your claim, we’ll let you know the result in writing. If you signed up to electronic messaging, we’ll send a letter in 1 of these ways:

If someone else knows your myGov or Centrelink online account password, consider changing it so they can’t see your letters.

Check your postal address

If you don’t get electronic letters, we’ll send you a letter in the mail. We send letters to your postal address, if you have one.

Your postal address can be different from the address where you live. It’s important to consider whether you need to update your postal address so you can safely get letters from us.

Checking your nominee arrangements

If you have a correspondence nominee

If you have a correspondence nominee, they’ll be able to see that you’ve made a claim. They’ll also be sent a letter with the result of your claim.

If you cancel your nominee arrangement, they won’t get this information.

If you cancel your nominee arrangement, it will notify the nominee that you’ve ended it.

If you have a payment nominee

If you have a payment nominee, they’ll get your Crisis Payment if you’re eligible.

If you cancel this nominee arrangement, they won’t get your payment.

If you cancel your nominee arrangement, it will notify the nominee that you’ve ended it.

If your partner is permitted to enquire

If you have a partner permitted to enquire arrangement, your partner will be able to ask about your claim.

If you remove your partner permission, we won’t notify them you ended the arrangement. If they contact us, we won’t give them information about you or your claim.

If you want to change your nominee arrangements

You can change your nominee arrangements in your Centrelink online account. Select My Details, then Nominee Arrangements and choose Manage nominee arrangements.

Deciding the safest way to claim

Don’t submit a claim for Crisis Payment online if any of the following will put you in danger:

  • changing your passwords
  • changing your postal address
  • getting letters from us
  • changing your nominee arrangements.

Instead, call us on your regular payment line and ask to speak to a social worker. They’ll talk to you about your circumstances and help you submit a claim safely.

You can withdraw your claim for Crisis Payment at any time.

You can find out more about how to protect yourself when dealing with us.

Page last updated: 10 December 2021