Frequently Asked Questions

Enhanced Income Management program questions

  1. What is enhanced Income Management?
  2. Why did enhanced IM commence, and what are the plans for the program into the future?
  3. Where does enhanced IM operate?
  4. Who can choose to move to enhanced IM?
  5. Will participants get a BasicsCard if they move to, or start on enhanced IM?
  6. What are the enhanced IM measures, that are targeted to groups of customers?
  7. Who can volunteer for enhanced IM?
  8. If a participant moves from IM to enhanced IM, does the amount of money they get change?
  9. What is the difference between IM and enhanced IM?
  10. If a participant moves to enhanced IM, can they go back to IM later on?
  11. How can an IM participant move to enhanced IM?
  12. Can a participant leave enhanced IM if they don’t want to be on it?
  13. If participants don’t agree with a decision what can they do?
  14. Where can participants get additional support?
  15. Where can participants get more information?
  16. What are the excluded goods and services on enhanced IM?
  17. When are Centrepay and Rent Deduction Scheme payments taken from a person’s income support payment in respect to Income Management (IM) and enhanced IM?
  18. Can participants use Centrepay or the Rent Deduction Scheme if they are on enhanced IM?
  19. If a participant moves from IM to enhanced IM, what happens to the Services Australia deductions from their payment?
  20. Where are lump sum payments paid?
  21. Can participants use income managed funds for grocery shopping?
  22. Can participants shop at any business including online shopping?
  23. Can participants build up savings in their enhanced Income Management account?

Enhanced Income Management account and SmartCard functionalities questions

  1. What is a SmartCard?
  2. How do participants get an enhanced IM account and SmartCard?
  3. Does the SmartCard have tap to pay or contactless capability?
  4. How can participants check their enhanced IM account and SmartCard balance?
  5. How do participants set up existing or new direct debits for rent, bills, and other expenses on their new enhanced IM account?
  6. Can Services Australia help participants with a SmartCard with card and account support?
  7. Can Services Australia help participants with a TCU SmartCard with card and account support?
  8. Where can participants get information on SmartCard functionality?
  9. Is there a spending limit on the SmartCard?
  10. Is there a mobile app?
  11. Can participants add the SmartCard to their digital wallet?
  12. Do participants living in the Northern Territory have a choice of card issuers?
  13. Does the SmartCard have fees?
  14. How can participants get a temporary SmartCard if their card is lost, damaged or stolen?
  15. What if a participant can’t attend a Services Australia service centre. How can they get a SmartCard?
  16. What if a participant forgets their PIN?
  17. Who can a participant speak to if they need immediate support regarding their enhanced IM account or SmartCard?
  18. Where can participants find information about the terms and conditions of their enhanced IM account and SmartCard?
  19. Where can participants get more information?

Enhanced Income Management program

1. What is enhanced Income Management?

Enhanced Income Management (enhanced IM) is a tool that can help people manage their income support payments and prioritise spending on essential goods and services such as food, housing, electricity, and education.

Enhanced IM gives participants access to an enhanced IM account with a Visa debit card, known as the SmartCard.

On enhanced IM, Services Australia pays a percentage of a participant’s income support payment to their enhanced IM account. Participants on enhanced IM cannot use their income managed funds to purchase tobacco, pornography, alcohol, cash-like products, or to gamble.

Since 4 September 2023:

  • participants on Income Management (IM) can choose to move to enhanced IM
  • newly eligible Income Management participants start on enhanced IM instead, including volunteers.

2. Why did enhanced IM commence, and what are the plans for the program into the future?

Enhanced Income Management delivers on the Government’s election commitment to abolish the Cashless Debit Card (CDC) across Australia and reform Income Management (IM).

Legislation passed to abolish the CDC in September 2022 and all participants moved off the program by 6 March 2023.

Since 6 March 2023, eligible individuals residing in the Northern Territory and the Cape York and Doomadgee region, and volunteers in former CDC sites transitioned to enhanced IM and were able to access a modern financial experience with a SmartCard and an associated bank account.

From 4 September 2023, participants on IM can choose to move to enhanced IM and newly eligible participants will start on enhanced IM, ensuring no new participants are issued a BasicsCard.

The Australian Government is undertaking further community consultation on the future of income management.

3. Where does enhanced IM operate?

Enhanced IM is available in:

  • Northern Territory
  • Bankstown, New South Wales
  • Logan, Rockhampton and Livingstone, Queensland
  • Bundaberg and Hervey Bay, Queensland
  • Cape York and Doomadgee regions, Queensland
  • Playford, Anangu Pitjantjatjara Yakunytatjara (APY Lands) and Greater Adelaide, South Australia
  • Ceduna, South Australia
  • Ngaanyatjarra (NG Lands), Kiwirrkurra Community, Kimberley Region, Perth Metropolitan and Peel District, Western Australia
  • Goldfields region and East Kimberley region, Western Australia
  • Greater Shepparton, Victoria

The rules and eligibility for enhanced IM are different in each location. Go to servicesaustralia.gov.au/smartcard for more information on the rules in each location.

4. Who can choose to move to enhanced IM?

Participants on IM in the following locations can choose to move to enhanced IM:

  • Northern Territory
  • Bankstown, New South Wales
  • Logan, Rockhampton and Livingstone, Queensland
  • Playford, Anangu Pitjantjatjara Yakunytatjara (APY Lands) and Greater Adelaide, South Australia
  • Ngaanyatjarra (NG Lands), Kiwirrkurra Community, Kimberley Region, Perth Metropolitan and Peel District, Western Australia
  • Greater Shepparton, Victoria

Participants can contact Services Australia for more information about their choice to move to enhanced IM by:

5. Will participants get a BasicsCard if they move to, or start on enhanced IM?

From 4 September 2023, entrance to the IM program closed.

All new participants start on enhanced IM and will get an enhanced IM account and SmartCard. No new participants will get a BasicsCard.

6. What are the enhanced IM measures, that are targeted to groups of customers?

There are several different measures of enhanced IM. These measures are:

  • Queensland Commission
  • Child Protection
  • Supporting People at Risk (NT only)
  • Vulnerable Welfare Payment Recipient
  • Long Term Welfare Payment Recipient (NT only)
  • Disengaged Youth (NT only)
  • Voluntary enhanced IM

Information about the different measures and the percentage of the income support payment that is income managed is available on the department’s website.

7. Who can volunteer for enhanced IM?

People living in an enhanced IM location and who meet other eligibility criteria may be able to volunteer for enhanced IM and get an enhanced IM account and SmartCard.

8. If a participant moves from IM to enhanced IM, does the amount of money they get change?

When a participant on IM chooses to move to enhanced IM, the amount of money they get will not change. The percentage of their payment that is income managed will stay the same.

9. What is the difference between IM and enhanced IM?

Information on the differences between the IM program and the enhanced IM program is available on the Enhanced Income Management and Income Management differences fact sheet on the department’s enhanced Income Management Stakeholder resources.

10. If a participant moves to enhanced IM, can they go back to IM later on?

Once an IM participant moves to enhanced IM, they will not be able to return to IM.

From 4 September 2023, entrance to the IM program closed and all newly eligible participants start on enhanced IM.      

11. How can an IM participant move to enhanced IM?

Participants can attend a Services Australia service centre or call the SmartCard eIM hotline on 1800 252 604 if they want to move from IM to enhanced IM, or volunteer for enhanced IM.

12. Can a participant leave enhanced IM if they don’t want to be on it?

Some participants on enhanced IM may be eligible for an exemption or an exclusion.

Volunteers can end their participation after completing a minimum period (13 weeks). 

Participants can contact Services Australia on the SmartCard eIM hotline on 1800 252 604 for further information.

13.If participants don’t agree with a decision what can they do?

If participants do not understand or agree with a decision relating to enhanced IM, they can either:

  • ask Services Australia to explain the decision
  • apply for a formal review.

If Services Australia is reviewing a decision under social security law, enhanced IM will continue until the review is finalised.

For more information, see servicesaustralia.gov.au/reviews-and-appeals

14. Where can participants get additional support?

Support service directories are available, listing a range of services in IM and enhanced IM locations and can be found at: dss.gov.au/support services

More information on support is available on the enhanced Income Management and support services factsheet available on the department’s enhanced Income Management Stakeholder resources

The Disability Gateway is a free Australia-wide service to help people with disability, their families and carers find trusted information and services.

Visit www.disabilitygateway.gov.au or call 1800 643 787. The Disability Gateway phone line is available Monday to Friday, 8 am to 8 pm AEDT.

15. Where can participants get more information?

For more information:

16. What are the excluded goods and services on enhanced IM?

On enhanced IM, participants will not be able to use income managed funds to do any of the following:

  • buy tobacco or tobacco products
  • buy pornography
  • buy or homebrew kits
  • gamble
  • buy some gift cards and cash-like products
  • get cash out.

17. When are Centrepay and Rent Deduction Scheme payments taken from a person’s income support payment in respect to Income Management (IM) and enhanced IM?

Under Income Management (IM), Centrepay and Rent Deduction Scheme deductions come out of funds that would have been allocated to the participant’s personal bank account first.

Under enhanced IM, Centrepay and Rent Deduction Scheme deductions come out of a person’s income managed funds first. If deductions total more than the available amount in their income managed account, the remainder will come out of the portion that would be paid to the participant’s personal bank account.

Scenario 1 – Treatment of Centrepay deductions on IM:

  • Jenny is on IM under the Vulnerable Welfare Payment Recipient measure.
  • Jenny’s total payment is $560 per fortnight. Fifty percent of Jenny’s payment is income managed.
  • Jenny’s Centrepay deductions total $160.
  • Jenny’s total Centrepay deductions of $160 come out of the $280 that would have been allocated to her personal bank account.
  • Jenny will receive the remaining $120 into her personal bank account.
  • $280 is paid to Jenny’s income management account and is put onto her BasicsCard.

Scenario 2 – Treatment of Centrepay deductions on enhanced IM:

  • Rob is on compulsory enhanced IM under the Long Term Welfare Payment Recipient measure.
  • Rob’s total payment is $500 per fortnight. Fifty percent of Rob’s payment is income managed.
  • Rob’s Centrepay deductions total $160.
  • Rob’s total Centrepay deductions of $160 come out of the $250 that would have been allocated to his enhanced IM account.
  • Rob will receive the remaining $90 into his enhanced IM account.
  • $250 is paid to Rob’s personal bank account.

18. Can participants use Centrepay or the Rent Deduction Scheme if they are on enhanced IM?

Centrepay and the Rent Deduction Scheme are available for all welfare support recipients, including participants who are on enhanced IM.

Centrepay and the Rent Deduction Scheme deductions come out of the participant’s income managed funds, which would have been paid into the participant’s enhanced IM account.

Centrepay and the Rent Deduction Scheme deductions do not affect the amount of funds paid into the participant’s personal bank account unless their deductions exceed their income managed portion.

Participants should contact the SmartCard eIM hotline on 1800 252 604 if they have questions about payments paid into their enhanced IM account, Centrepay or the Rent Deduction Scheme.

19. If a participant moves from IM to enhanced IM, what happens to the Services Australia deductions from their payment?

When a participant moves from IM to enhanced IM, existing deductions and withholdings such as Centrepay, Rent Deduction Scheme, Advance repayments, debt withholdings and Child Support deductions continue to be paid.

These deductions come out of the participant’s income managed funds first and any remaining income managed money is paid into the enhanced IM account.

If deductions exceed the income managed portion of the participant’s income support payment, the outstanding deduction amount is taken from the portion of the payment paid into the participant’s personal bank account.

20. Where are lump sum payments paid?

There are some lump sum payments that are not income managed and 100% of these payments are paid to participants’ personal bank account. These can include:

  • Urgent Payments
  • Crisis Payments
  • Hardship advances
  • Australian Government Disaster Recovery Payment.

Participants can contact the SmartCard eIM hotline on 1800 252 604 for further information.

21. Can participants use income managed funds for grocery shopping?

Participants on enhanced Income Management can shop at supermarkets and grocery stores that accept Visa or EFTPOS, and to shop online at Coles and Woolworths.

22. Can participants shop at any business including online shopping?

Participants on enhanced Income Management can shop at most online shops and websites with the exception of blocked merchants who sell excluded goods and services.

eBay, Gumtree, Amazon, PayPal and Catch.com.au are blocked merchants as they sell excluded goods and services.

In situations where it is not possible to purchase unrestricted goods on enhanced Income Management, contact the SmartCard eIM hotline on 1800 252 604 for assistance.

23. Can participants build up savings in their enhanced Income Management account?

Participants can build up savings in their enhanced Income Management account to make larger purchases items such as electrical appliances, vehicles or a holiday.

Enhanced Income Management account and SmartCard functionalities

24. What is a SmartCard?

A SmartCard is an EFTPOS Visa debit card that is linked to an enhanced Income Management (IM) account. Participants can choose to have their SmartCard supported by Services Australia or the Traditional Credit Union (TCU) (Northern Territory only).

Participants can:

  • use their SmartCard to shop online or in store, at over 1 million places that accept Visa or EFTPOS around Australia
  • use their SmartCard for tap to pay purchases (if this has been enabled) or mobile payments such as through Apple Pay, Google Pay or Samsung Pay
  • set up regular expenses via BPAY and direct debit from their enhanced IM account.

More information about the enhanced IM program and the SmartCard is available on the enhanced Income Management factsheet available on the department’s enhanced Income Management Stakeholder resources webpage.

25. How do participants get an enhanced IM account and SmartCard?

Eligible participants who start on the enhanced IM program will be given an enhanced IM account and SmartCard.

Participants can get a temporary SmartCard by visiting:

  • select Services Australia service centres, participating agents or from Remote Servicing Teams. For information on available locations, go to servicesaustralia.com.au/smartcard or contact the SmartCard eIM hotline on 1800 252 604
  • a TCU branch ( TCU SmartCard holders).

Participants will be sent a personalised SmartCard in the mail when they start on enhanced IM.

26. Does the SmartCard have tap to pay or contactless capability?

This feature is available, however contactless payments will be ‘off’ by default.

To enable tap to pay, participants can:

  • log into their enhanced IM online account
  • log in through the SmartCard eIM app or TCU SmartCard eIM app
  • contact Services Australia or TCU (TCU SmartCard holders).

For security reasons, participants must make one PIN transaction before they can start to use the contactless functionality.

27. How can participants check their enhanced IM account and SmartCard balance?

There are several ways to check account balances:

  • Using the SmartCard eIM app or TCU SmartCard eIM app, downloaded from the Apple App Store or Google Play.
  • Logging into the SmartCard online portal.
  • Using the SMS balance checking options detailed on the back of the SmartCard.
  • Using any TCU, Westpac, Commonwealth, ANZ or NAB ATM.
  • Through any other ATM, however, these may attract transaction fees.
  • Contacting TCU or visiting one of their branches (TCU SmartCard holders).
  • Contacting Services Australia on the SmartCard eIM hotline on 1800 252 604.

No fees are charged for any method of balance checking listed above.

28. How do participants set up existing or new direct debits for rent, bills, and other expenses on their new enhanced IM account?

Participants who move from IM to enhanced IM and have regular expenses paid from their IM account will need to re-establish these. Services Australia can provide assistance for this.

Participants can:

  • set up a direct debit from their new enhanced IM account or SmartCard.
  • log into their enhanced IM online account or SmartCard eIM mobile app to make BPAY payments or to transfer funds to another enhanced IM account.
  • visit smartcard.com.au or tcu.com.au for help with setting up new direct debits for rent or other bills.
  • contact TCU on 1800 828 232 for assistance with setting up a direct debit (TCU customers only).
  • contact the SmartCard eIM hotline on 1800 252 604 for assistance.

If a recurring transfer of funds to a non-enhanced IM account is set up, participants can cancel the payment using their online account. However, participants will need to contact the SmartCard eIM hotline on 1800 252 604 to vary any recurring transfer of funds.

29. Can Services Australia help participants with a SmartCard with card and account support?

Participants will have their SmartCard issued by Indue with Services Australia providing card and account support.

SmartCard holders can get support by:

30. Can Services Australia help participants with a TCU SmartCard with card and account support?

Participants with TCU as their card issuer will receive enhanced IM account and TCU SmartCard support from TCU.

TCU SmartCard holders can get support by:

  • Visiting a TCU branch. There are TCU branches across the Northern Territory, providing face-to-face assistance to TCU SmartCard holders, including issuing temporary cards if required.
  • Calling the TCU Customer Service Centre on 1800 828 232.

TCU SmartCard holders may still need to contact the SmartCard eIM hotline on 1800 252 604 if they have questions about the enhanced IM program or if they require support to transfer funds to another bank account.

31. Where can participants get information on SmartCard functionality?

Participants who have their account and SmartCard managed through Services Australia can access “How to” tutorials and frequently asked questions which are available on the SmartCard website.

Participants who have their account and SmartCard managed through TCU can access frequently asked questions about the SmartCard on the TCU website.

Participants should contact the SmartCard eIM hotline on 1800 252 604 or the TCU Customer Service Centre on 1800 828 232 (TCU SmartCard holders) for more information on the enhanced IM account and SmartCard.

32. Is there a spending limit on the SmartCard?

The SmartCard has a daily default spend limit of $1000, which can be spent in store or online.

Participants can change their spending limit via their online account or by calling the SmartCard eIM hotline on 1800 252 604 or the TCU Customer Service Centre on 1800 828 232 (TCU SmartCard holders) for assistance.

33. Is there a mobile app?

There are two different apps depending on which SmartCard and enhanced IM account participants have:

  • SmartCard eIM app if Services Australia supports their account and SmartCard
  • TCU Smartcard eIM app if TCU supports their account and SmartCard.

Participants can download and use the relevant SmartCard app via the Apple App Store or Google Play. The apps have the same functionality as the SmartCard online portal.

34. Can participants add the SmartCard to their digital wallet?

Participants can add their SmartCard to a digital wallet via Apple Pay, Google Pay or Samsung Pay.

Participants can visit smartcard.com.au or contact the SmartCard eIM hotline on 1800 252 604 for help with setting up a digital wallet.

Note: the digital wallet is not available for TCU SmartCard holders.

35. Do participants living in the Northern Territory have a choice of card issuers?

Participants living in the Northern Territory can choose to have their SmartCard and account support provided by either:

  • Services Australia, or
  • TCU.

36. Does the SmartCard have fees?

There are no SmartCard account fees for participants.

Services Australia and TCU do not charge fees for purchases made using the SmartCard, including any direct debits. There is no cost to the participant to replace lost, stolen, or damaged cards.

Participants should refer to their enhanced IM account and SmartCard’s Conditions of Use to be aware of any other fees that may be charged.

37. How can participants get a temporary SmartCard if their card is lost, damaged or stolen?

Participants can get a temporary SmartCard by:

  • visiting select Services Australia service centres, participating agents or a Remote Servicing Team

For more information on available locations, go to servicesaustralia.com.au/smartcard

  • visiting a TCU branch (TCU SmartCard holders) – see tcu.com.au/locate-us for branch locations.
  • contacting the SmartCard eIM hotline on 1800 252 604 or TCU Customer Service Centre on 1800 828 232 (TCU SmartCard holders) for more information on available locations

38. What if a participant can’t attend a Services Australia service centre. How can they get a SmartCard?

Participants can contact the SmartCard eIM hotline on 1800 252 604 about other options to get a SmartCard. Participants may be able to get a temporary SmartCard from participating agents or via Remote Servicing teams.

TCU SmartCard holders can contact the TCU Customer Service Centre on 1800 828 232 to talk about their options.

39. What if a participant forgets their PIN?

Participants can go online and change their PIN or call the SmartCard eIM hotline on 1800 252 604, or the TCU SmartCard Customer Service Centre on 1800 828 232, depending on which enhanced IM account and SmartCard they have. They will get assistance to order a replacement PIN.

For security, the person providing support to the participant will never have access to view the PIN and will not be able to tell the participant the PIN over the phone.

40. Who can a participant speak to if they need immediate support regarding their enhanced IM account or SmartCard?

Participants can contact:

  • SmartCard eIM hotline on 1800 252 604 or,
  • TCU Customer Service Centre on 1800 828 232 (TCU SmartCard holders).

41. Where can participants find information about the terms and conditions of their enhanced IM account and SmartCard?

The rules that apply to enhanced Income Management accounts and SmartCards are outlined in the Conditions of Use. These include rules about:

  • using the SmartCard
  • transferring money
  • using online services
  • using BPAY.

It is important that participants read and understand the rules for the SmartCard they have.

Participants who have their enhanced IM account and SmartCard supported by:

  • Services Australia, can read the Conditions of Use on the SmartCard website.
  • TCU, can read the Conditions of Use on the TCU website.

42. Where can participants get more information?

For more information:

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