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Permanently moves out of a CDC area or overseas
Participants who move outside a CDC declared area or move permanently overseas and continue to meet all
other eligibility criteria continue to participate on the CDC. Participants can use their CDC at any merchant that
accepts EFTPOS or Visa except for those sel ing alcohol, gambling services or online stores that are not pre-
approved by the card issuer.
Full-time student or apprentice living and studying out of CDC area
Ful -time students or apprentices who live in a CDC declared area but are studying full-time outside that area are
not included in the CDC.
The CDC Processing Team assess eligibility for these participants.
Excluded Payment Nominees
Customers will not be eligible to participate on the CDC program if they have an excluded payment nominee. An
excluded payment nominee is:
Public Trustee
An organisation, or,
An individual who is
not subject to CDC or IM
When a payment nominee relationship is started, changed or ended, the system wil perform an eligibility check
for CDC and take the appropriate action automatical y.
Note: an excluded payment nominee arrangement must not to be set up solely to avoid going onto the CDC.
For information on the process for participants who are requesting a payment nominee, see Nominees.
Participant no longer receiving an eligible payment
If the participant’s trigger payment is cancel ed, any other restrictable payments wil not be paid to their CDC until
their trigger payment is restored.
If the trigger payment is not restored, and a new trigger payment is granted at a future date, the participant wil
be re-assessed for CDC as a new participant, and if eligible for the CDC, wil be provided with a waiting period
before payments are restricted.
If the participant is no longer in a CDC area and a new trigger payment is granted, (and there has been a gap of
at least 1 day since their previous trigger payment was cancel ed), they wil no longer be a participant in the CDC.
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Participants who reach Age Pension age - Ceduna, East Kimberley and
Goldfields regions CDC areas only
Participants who reach age pension age will lose eligibility for the CDC. If they wish to volunteer to continue on
the CDC as a voluntary participant, they can contact the CDC Hotline.
Maximum age of participation - Bundaberg and Hervey Bay region only
Participants in the Bundaberg and Hervey Bay area who reach 36 years of age will lose their eligibility for the CDC.
If they wish to volunteer to continue on the CDC as a voluntary participant, they can contact the CDC Hotline.
Participant was only in area temporarily, or address was incorrect
Participants will be triggered onto the CDC if their home (or term, if a full-time student) address is in a CDC area.
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For information on the procedure for participants who update their address details, see Updating address details.
Updating or deleting a home address details for the purposes of circumventing the CDC will not automatical y
end CDC participation. Address updates done incorrectly in an effort to avoid the CDC may result in placing the
participant at risk of overpayment for additional payments such as Rent Assistance or Remote Area Al owance.
Service Officers must not update addresses for the purposes of ending CDC participation without discussing with
the CDC Processing Team.
Voluntary Participant requests to end their participation in the CDC
Participants who volunteer for the CDC, can choose to end their CDC participation at any time by contacting the
agency.
Volunteer participants in the NT who request to end their CDC participation may then become eligible for IM in
the NT.
See Cashless Debit Card Volunteers for further information on voluntary participants.
Referrals to a social worker where a participant presents at risk of suicide, self-
harm or harm to others
CDC participants should be referred to a social worker immediately if they talk about suicide, self-harm or harm
to others.
See Customers talking about suicide or self-harm
Wellbeing Exemption
For details, see Wel being Exemptions from the Cashless Debit Card (CDC)
Wel being Exemptions are considered if the CDC program poses a serious risk to a participant's mental, physical
or emotional wel being.
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If a participant requests to end their participation in the CDC, see Exit Applications from the Cashless Debit Card
(CDC).
CDC Exit Application
For details, see Exit Applications from the Cashless Debit Card (CDC)
Participants can apply to exit the CDC program where they can demonstrate reasonable and responsible
management of their affairs, including financial affairs. Participants who wish to apply for an exit under this
pathway can visit the Services Australia website to access an Exit Application Form.
Review of the decision to be placed on CDC
If a participant does not understand or does not agree with a decision to be placed on the CDC, they can request
an explanation or apply for a formal review of the decision. See Reviews and appeals.
The Resources page contains a link to the CDC intranet page, and links to the Services Australia, and Indue
websites.
Related links
Cashless Debit Card (CDC)
Participation in Cashless Debit Card (CDC)
Customers talking about suicide or self-harm
Cashless Debit Card Vulnerable Participants
Wel being Exemptions from the Cashless Debit Card (CDC)
Exit Applications from the Cashless Debit Card (CDC)
Cashless Debit Card Volunteers
Process
This page explains how to end participation in the Cashless Debit Card (CDC) depending on the participant's
circumstances.
On this page:
Disbursement of remaining Cashless Debit Card funds and Account closures
Ful -time students and apprentices who are living and studying outside CDC area
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Participants who reach Upper Age Limit in the Ceduna, East Kimberley, Goldfields, Bundaberg and Hervey Bay
regions only
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Processing requirements when participant has died
Review of the decision to be placed on the CDC
Disbursement of remaining Cashless Debit Card funds and Account
closures
Table 1
Step
Action
1
Participant contacts Hotline + Read more ...
Participants may contact the CDC Hotline to discuss disbursement of quarantined funds.
Has the participant received a letter advising they are no longer a CDC participant?
Yes, go to Step 5
No, go to Step 2
2
Checking CDC status + Read more ...
Check the Debit Card Trial Assessment Summary (
Q2SU) screen to determine if the participant is currently
on CDC.
Does the participant have a CDC status of ‘
ON’?
Yes, go to Step 3
No, procedure ends here
3
Confirming eligibility + Read more ...
Check participant has been correctly identified for CDC. See
Participation in the CDC.
Has the participant been correctly identified for the CDC?
Yes, advise the participant they have been correctly identified for the CDC and disbursement of
funds is not available
o
If the participant does not understand or does not agree with the decision, see
Step 1 in
Table 6
o
Otherwise, procedure ends here
No, contact the CDC Technical Peer Support (TPS) line to discuss. TPS staff will end the person's
participation if they meet requirements
o
TPS staff, see Table 6
o
Other staff, go to Step 4
4
Participant exited by TPS + Read more ...
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To identify if a customer has been placed in Service Component 720 (student profile), go to the
Service Strategy (
PQSS) screen
Service Component/Action/Detail will display
Eligible for CDC but a FTS or FTA (720) if
identified as fulltime student or apprentice
Investigate the record for details of student circumstances
Is the Service Officer satisfied that the participant has
only returned to the CDC area temporarily and is
continuing to study outside the area?
Yes, go to Step 2
No, go to Step 3
2
Participant living and studying full-time outside CDC area + Read more ...
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3
Participant has moved back to CDC area + Read more ...
If it is evident that the participant has returned to a CDC area permanently:
Go to Service Strategy (
PQSS) screen
E'
X'pand
service component 720
Key '
I' next to
service action 719- DCT cust. Check home address status and key '
COM'
in
Status field, press [
Enter]
Key 'I' in Action
field, press [
Enter] twice
Key '
INT' in Source and '
T' in
DOR: field, press [
Enter] twice
Key '
AR' in
Nxt: and press [
Enter] add notes, select '
Finalise' radio button then select '
Continue'
Add detailed notes if required
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Does the participant meet the eligibility for the CDC?
Yes, go to Step 4
No, procedure ends here
4
Check if participant needs to be re-profiled + Read more ...
Go to the Service Strategy (
PQSS) screen - if service component is:
720 - go to (
PQS) screen, key '
Y' in
Reprofile box, key '
INT' in
Source and '
T' in
DOR: field,
press [
Enter]. Go to Step 5
715 - go to step 5
5
Participant to be manually switched on to the CDC + Read more ...
On Service Strategy (
PQSS) screen, E'
X'pand service component 715
Key '
I' next to
service action 715, key '
COM' in Status field press [
Enter] twice
Key '
INT' in Source and '
T' in
DOR: field, press [
Enter] twice
Key '
AR' in
Nxt: and press [
Enter], select '
Finalise' radio button then select '
Continue'
Go to Service Strategy (
PQSS) screen and check the service component has changed to
716 (on
CDC)
Add detailed notes and finalise the activity
Procedure ends here.
Participants who reach Upper Age Limit in the Ceduna, East Kimberley,
Goldfields, Bundaberg and Hervey Bay regions only
For Cashless Debit Card Processing Team only
Table 3: How the CDC Processing team complete reviews for participants approaching Upper Age Limit and, when
reached, how to action the record.
Step
Action
1
CDC participants approaching the Upper Age Limit + Read more ...
Participants will have a review placed on their record one week prior to reaching Upper Age Limit.
Upper Age Limit reviews will present via WLM. Staff are required to make two genuine attempts to
contact the participant to discuss:
if they wish to volunteer for the CDC
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Description type will default to
End Participation
Select
End Reason of
UAL (upper age limit reached) from the drop down menu
Under
Additional Information select
Add mandatory notes, add notes and select
Continue to
complete the activity
Email the card issuer to disburse residual CDC funds and close account. See Table 1
This will end CDC participation and issue an advice letter.
Procedure ends here.
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Step
Action
1
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2
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Processing requirements when participant has died
Table 5: Processing requirements when a participant has died, including if funds need to be recal ed from a
financial institution. Portions of this process are completed by the Cashless Debit Card Processing Team only.
Step
Action
1
Participant death is confirmed + Read more ...
The standard notification of death processes apply for CDC participants.
The agency can only confirm a person is participating in the CDC if the person contacting is an executor or
administrator of the deceased person’s estate. Executor/Administrator details are recorded on
the
DEA screen.
If the person is requesting information about a deceased participant, see Requests for information after
someone has died
If the person is notifying of the death and is not an administrator, only general information can be
provided:
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Has the CDC participant’s death been recorded?
Yes, go to Step 2
No, complete the death action. For more information, refer to Initial notification of death
o
Go to Step 2
2
Code end of participation in the CDC for a deceased participant + Read more ...
For Cashless Debit Card Processing Team only
If a CDC participant dies, and the Death Action is coded as confirmed, a reassessment activity is created for
the Cashless Debit Card Processing team to follow up.
To end participation for a deceased participant:
Select
IQN/REA activity and this will navigate to the
End Participation screen
The screen will auto-populate
DCD (participant is deceased)
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under
Additional Information, select
Add mandatory notes, add note and select
Continue to
complete the activity
Go to Step 3
3
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4
Requesting funds and raising debts for payments made after death + Read more ...
If payments have been made after a CDC participant dies, the usual process for requesting funds and raising
debts applies. See Requesting refunds and raising debts for payments made after death of participant.
When a request for refund from a Financial Institution is required, the funds will need to be requested from
both the participant's unrestricted and restricted bank accounts separately:
Go to the Payment Summary (
PS) screen ('Multiple Destinations' will display for payments
delivered under the CDC)
Select the payment/s to be returned by typing '
F' next to the payment line and press [
Enter]
Select (
S) the individual payment from the
PDL screen
The Request for Refund (
RFR) screen displays showing the details of the payment to be refunded,
including the type and amount of the payment, and the payment destination. Check the details to
ensure the correct payment is being refunded from the relevant Financial Institution. Complete the
process; see Requesting refunds and raising debts for payments made after death of participant
Once complete, repeat the above process to select the individual payment for the alternate
Financial Institution.
Review of the decision to be placed on the CDC
Table 6: how to record details if a participant does not understand or does not agree with the decision to be
placed on the CDC.
Step
Action
1
Discussion about decision + Read more ...
If the customer contacts after a decision has been made, discuss the decision with the customer. For
eligibility criteria for participation in the CDC, see Participation in CDC.
Make sure the customer has been advised of their internal review options. See Reviews and appeals for
scripting to help Service Officers have a conversation with a customer about the internal review options.
After discussing the decision, does the participant want to request an explanation or apply for a formal
review of the decision?
Yes, go to Step 2
No, document the discussion about the decision on the participant’s record. Procedure ends here
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2
Participant wants to request an explanation or apply for a formal review of decision to be placed on
CDC + Read more ...
Record the request or application.
See Request for an explanation or application for a formal review and follow the process using the coding
below.
Payment Type: Income Quarantining/IQN
Process Type: NNCL
Which office/Unit made the Decision: CDT
Reason for Contact: Disagree with legislation/POL
Decision Type: IQN/Selection
Reason for Decision: Meets eligibility requirements/MER
Transfer Request: CDT
References
Policy
Guide to Social Security Law, 8.7.5, Exiting the Cashless Debit Card Trial
Guide to Social Security Law, 8.7.4, People subject to Cashless Welfare Arrangement
Legislation
Links to the Federal Register of Legislation site point to a 'Series' page which lists al available historical versions.
Navigate to the appropriate legislative reference(s) listed below by selecting the 'Latest' compilation at the top of
the list.
Social Security (Administration) Act 1999, Part 3D, Trial of cashless welfare arrangement
Resources
Contact details
Department of Social Services
Social workers - referrals
CDC Card issuer
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Cashless Debit Card Program and technical support
Intranet links
Cashless Debit Card
Cashless Debit Card Letters
Letters and electronic messaging > Payment Delivery > Cashless Debit Card
Services Australia Website
Cashless Debit Card
How to apply to exit
External websites
Department of Social Services website, Cashless Debit Card - Overview
Indue website
Indue website - Local Partners
Australian Bureau of Statistics (ABS) Maps - to view regions (down to street level) by nominated boundary type(s)
CDC exits and disbursements eligibility
Do not share this attachment external y. See Freedom of Information – Information Publication Scheme.
CDC Exits and Disbursements eligibility table
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