Improvements WPIT has delivered

We’ve transformed the way we work to make small changes often, so you can experience real improvements sooner.

We’re making changes to help you access government payments and services. We’ve already made a number of improvements, with more planned for the future.

What changes we’ve made

Online claims

A new digital platform to help you make online claims.

Additional benefits include:

  • more online claim options
  • up front eligibility questions to make sure you claim the right payment
  • pre-filled customer claim forms, using information you’ve already given us
  • a new online claim tracker, allowing you to see the progress of your claim
  • an enhanced Payment and Service Finder tool
  • the ability to make an online claim on a mobile device
  • fewer online claims questions.

Claims processing

We’ve made a number of changes to how we process your claims. These have streamlined transfers from one payment to another, and introduced:

  • faster claim outcomes for some Students, Job Seekers, Disability Support
  • faster claim outcomes for Low Income Health Care Cards
  • faster claim outcomes for some customers transferring to Age Pension
  • verbal claims which have removed the need for some customers to sign and return paper forms.

Online services

We’ve made a number of changes to help you manage business online. Some examples include:

  • creating your own Customer Reference Number (CRN)
  • more customers can manage their income and assets online
  • some customers are able to confirm their employer details
  • allowing referees to verify relationship statuses online, instead of filling out a paper form
  • updating your address, accommodation and contact details
  • some partnered customers can advise of a separation
  • updating your preferences for your partner to enquire about your payments and services.

Other changes include:

  • renewing your Low Income Health Care Card
  • allowing Students to advise when they start or stop work
  • lodging your intention to claim a Centrelink payment
  • allowing job seekers to cancel their own payments
  • reporting and changing employment income
  • some customers can record and edit their ongoing employment income
  • self-funded retirees can keep their residential aged care means assessment details up to date.

Digital Assistants

We introduced Digital Assistants to our online channels to help answer your questions.

Supporting documentation

We’ve made it easier for you to identify and upload documents you need to give us.

We’ve streamlined the document upload process to allow you to submit larger files.

Some customers are able to upload verification documents.

Communication

We’ve updated our written material using language that’s easy to understand.

We’ve also added an Acknowledgement of Country to our online services. This recognises our cultural heritage and commitment to reconciliation.

Data Services

Our new data exchange platform allows us to manage and use data more effectively.

For example, the Australian Taxation Office (ATO) shares payroll data from employers with us through Single Touch Payroll.

Like banks, we share and exchange data with other Australian Government agencies. You can read more about this in our Privacy Policy.

What payments we’ve improved

We’ve made a lot of changes and there’s still more to do. Here are some examples of what we’ve achieved so far:

Payments for job seekers

We’ve rolled out a new payment for job seekers.

The claim process is simpler, making it faster to complete and process.

Payments for people with disability

You or your correspondence nominee can submit your claim for Disability Support Pension online.

Once you submit your claim you’ll be able to track its progress.

Payments for Older Australians

You can now claim the following payments online:

  • Age Pension
  • Pensioner Education Supplement.

We’ve streamlined the online claims process if you’re transferring from Carer Payment or Disability Support Pension to Age Pension. Nominees are able to claim on your behalf.

If your partner wants to claim Age Pension as well, you may be able to make a combined online claim.

We’ve redesigned how you view and update your income and asset details online, including clear messaging on what you need to do to complete your updates.

Organisational and individual correspondence nominees can make updates on your behalf.

Payments for students and trainees

We’ve changed the online claim form and processing procedures for students and trainees. This has reduced the number of questions from 117 to 37.

If you’re a student you can now go online to:

  • book a social worker appointment as part of your online claim process
  • tell us you’ve started work
  • cancel your payment.

Indigenous tertiary students and apprentices can also now claim ABSTUDY Living Allowance and ABSTUDY Incidentals online.

Payments for Carers

You can now use our combined form to claim both:

  • Carer Payment
  • Carer Allowance.

You can now do the Carer Allowance questionnaire in your Centrelink online account if you either:

  • get Carer Allowance
  • no longer live with the person you’re caring for.

You’ll get the questionnaire when you update your address in your Centrelink online account or Express Plus Centrelink mobile app.

What improvements are next

We’ll continue modernising welfare payments and services.

Online experience

We’re working to:

  • deliver further improvements to online claims and services
  • simplify identity processes.

Streamline processes

We’ll simplify our payments and services further by:

  • streamlining the process for uploading documents
  • reducing manual processes.

Data services

We’ll provide faster outcomes by:

  • using data from the Department of Education, the Department of Employment and Workplace Relations and the ATO to help keep your information up to date
  • using analytics to proactively support those who need it.

We’ll ask you to verify the information we have and allow you to update or add your details.

Reusable capabilities

We’ll deliver new systems that provide you with a consistent experience, including:

  • a new payment utility platform that can deliver combined, same day payments and detailed payment information
  • a new Entitlement Calculation Engine, which is a flexible system that will calculate your entitlements.

System improvements

We’re simplifying complex processes and systems, which makes it easier for our staff to help you.

Page last updated: 2 August 2022