Improved Assessment Process for Carer Payment and Carer Allowance
Help us make claiming carer payments faster and smoother
Have you recently started an online claim for Carer Payment and/or Carer Allowance and received an email inviting you to participate in a field test?
Frequently Asked Questions When Completing the Carer Field Test
I cannot log in to the field test. It tells me I have entered my CRN or Access Code incorrectly. What am I doing wrong?
There are several reasons this could be occurring:
- The CRN field is case sensitive. Please ensure the letter in your CRN is uppercase e.g. 123456789A not 123456789a.
- Please also ensure you enter the Access Code exactly as it is provided in the email (including all hyphens).
- Please ensure there are no spaces in either the CRN or Access Code fields. If there is a space anywhere in the field, you will be unable to log in.
- Please also ensure you are entering your own CRN and not the CRN of the person you are caring for.
I cannot enter my CRN, Indigenous status, or other information into Section 1 of the field test. If I try to answer these questions it will not let me go to the next page. How can I progress?
Several questions in the field test form do not need to be answered as this information is transferred from your official claim. Whilst the questions may appear unanswered, the data is saved and attached to your form. This was designed to ensure carers were not having to repeat information they had already provided.
These questions are marked in grey and do not need to be answered. An example of one of the questions is provided below. You do not need to answer this question. The only questions that require an answer in Section 1 are Question 3 and Question 12
If you require assistance completing the field test, please contact the Carer Field Test team by phone 1800 456 555 or via email firstname.lastname@example.org
What is the Carer Field Test?
Please help by donating around ten minutes to help us make claiming carer payments faster and smoother and assist other Australian carers like you.
When you claim for Carer Payment or Carer Allowance online, you will be invited to participate in a field test. During your claim you will be asked to provide your email address so that the Department of Social Services can email you a unique access code to access and complete the carer component of the field test.
You will also be asked to download a field test Health Professional’s Report to be taken to your health professional along with your official Medical Report. You can return the Health Professional’s Report:
- In conjunction with your Carers online claim process, or
- If you are returning your Field Test – Health Professional’s Report separately, you can provide it through your Centrelink online account through myGov. Select ‘Upload documents’ from your online account page, choose ‘Centrelink form Code’ from the ‘Select a document type’ drop down box, and enter the form code A2565. (For more information about how to access an online account or how to lodge documents online, go to humanservices.gov.au/submitdocumentsonline).
- By post – return your documents by sending them to:
Department of Human Services
Reply Paid 7805
CANBERRA BC ACT 2610
- In person – if you are unable to submit this form online or by post, you can provide them in person at one of Centrelink’s service centres.
If you recently downloaded and completed a paper version of the field test, thank you for participating.
Helpful links for the online field test can be found below:
- Voluntary Field Test Form
- Field Test Fact Sheet
- Fact Sheet for Carers
- Fact Sheet for Health Professionals
- How will your information be protected?
- Frequently Asked Questions
If you have any questions about the field test, please contact the Carer Field Test Helpline on 1800 456 555 or via email email@example.com.
Please note: Eligibility for Carer Payment and/or Carer Allowance is assessed by the Department of Human Services (Centrelink). The Carer Field Test team cannot provide advice or information on your official claim.
For any queries relating to your official claim for Carer Payment and/or Carer Allowance, please contact Centrelink on 13 2717.
Where can I find more information about making a claim for Carer Payment and/or Carer Allowance?
To find out more information about how you can start a claim for Carer Payment and/or Carer Allowance please visit:
Improved Assessment Process for Carer Payment and Carer Allowance
The Government is modernising the assessment process for Carer Payment and Carer Allowance. We need carers to have their say on the new process.
An initial field test was conducted from September 2016 to January 2017. Since initial field testing, the majority of carers now make claims for Carer Payment and Carer Allowance via their Centrelink online account. We need to test the new questions in the online space and therefore now have an online field test.
What has happened so far?
Consultations were undertaken in 2015 with peak carer, welfare and health professional organisations to review the existing assessment process for Carer Payment and Carer Allowance for adults and children. Carers and other stakeholders wanted a streamlined, simpler process for both payments and an easy transition from child to adult. In 2016 a new assessment process was developed based on the consultations and expert advice, It uses an international framework (ICF) to better align with other assessments and support consistency across child and adult assessments. The new Carer Payment and Carer Allowance assessment process will still require two questionnaires; a Carer Report and a Health Professional Report.
The Carer Report is used to describe the care being provided for a person because of their medical condition or disability. The Health Professional Report describes the care the person with a medical condition or disability needs. Like the medical report for the current official claim it is filled in by the care receiver’s health professional.
Consultations during Phase 2 of the project involved developing and testing the new assessment process and forms.
- Between June and August 2016 consultations were undertaken with carers, health professionals, and peak bodies about the questions that might be asked in the new form. Overall, the new process was well received and stakeholder feedback has contributed to the design of the field test forms.
- Initial field testing of the new assessment process took place from September 2016 to January 2017. During the field test some carers claiming Carer Payment and/or Carer Allowance completed both their official forms and the field test forms. This allowed the questions about care to be tested with carers and care receivers from different backgrounds, ages, and care situations.
- Thank you to all the people who took the opportunity to have their say in this process.
- Feedback on the test questions was a critical part of the field test. For this reason, some participants completed voluntary discussions with our consultant to seek detailed feedback on the field test.
- We are now extending the field test to enable more carers to have their say.