Aged Care Workforce Retention Payment enquiry process flow chart

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Aged Care Workforce Retention Payment enquiry process flow chart

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Publication date: 
3 August 2020
Last updated: 
7 August 2020
Publication type: 
Fact sheet
Intended audience: 
Health sector
Description: 

There are 3 steps in the Aged Care Workforce Retention Payment enquiry process:

Step 1 – Receiving payment enquiries: Have you talked to your employer?

  • If yes and the issue was not fixed, go to Step 2 if you want the Department to help.
  • If no, you must talk to your employer before contacting the Department. If your employer is not able to fix the issue, go to Step 2 if you want the Department to help.
  • If you can't talk to your employer, go to Step 2 if you want the Department to help. You will need to explain in the form why you can't talk to your employer.

Step 2 – Handling payment enquiries: Complete the Aged Care Workforce Retention Payment enquiry form. Send the form and your evidence to Aged.Care.Workforce.Retention.Payment.Enquiries [at] health.gov.au.

  • The Department will contact your employer to understand your payment and let you know the result. The enquiry is then considered complete and closed.
  • If the Department can't contact your employer, we will consider any evidence that you have provided and clarify if we can assist. There is no further action on your enquiry and it will be closed. However, the Department may make general enquiries about the issue you raised. Please note that the Department can take audit action against an employer if any evidence shows wrongdoing. In these cases, individuals may not be told the outcome.

Step 3 – Complaints about the Department: If you are not happy with how the Department has handled your enquiry, contact us or the Commonwealth Ombudsman.