Youpla Support Update

Written on the 6 August 2024 by SAFCA

From Services Australia

Question: What is the process for a former Youpla member who attends a Services Australia (Centrelink) Service Centre or Agent face-to-face?

Answer: Where a former member attends a Services Australia (Centrelink) Service Centre, staff can provide a general overview of the Youpla Support Program.  If the former member would like to enquire about their eligibility for a resolution payment they will be put on a phone in the service centre to speak to a specialist trained staff member. This is so the former member only tells their story once to a case manager who will support them until a resolution outcome is determined.

Where a former member attends an Agent or Access Point, they will be able to use the phones to contact the Indigenous Call Centre Queue (1800 136 380) and select Option 7 to speak with a specialist trained staff member.

Question: Can someone else make enquiries or act on behalf of a former Youpla member?

Answer: The Youpla Support Program has a separate nominee process to Services Australia programs. There are 2 types of Youpla nominees:

• an assistance nominee (an individual or organisation), and
• a legal nominee

An Assistance Nominee can help a former member with the resolution process. The Assistance nominee can contact the Agency and: 

• support the former member to understand the process.
• ask the agency about the former member’s eligibility.
• assist the former member with requests from the agency for more information to support their eligibility assessment.

An Assistance Nominee cannot make initial contact to progress the resolution payment or make a decision on behalf of the former member.

A Legal Nominee is a person who has legal authority to make financial, legal, and personal decisions on a former member’s behalf.

There must be legal evidence of the current arrangement in place with the Legal Nominee.

A Legal Nominee can:

• Do all the things that an Assistance Nominee can do
• Apply for the Resolution Payment on the Applicant’s behalf
• Choose between accepting the Resolution Payment as a funeral bond or lump sum
• Verbally agree to the terms and conditions of the Resolution Payment
• Receive the Resolution Payment as a funeral bond in the name of the eligible person, or as a lump sum into an account held in the eligible person’s name

Our specialist trained staff are there to help – if you are unsure or have any questions, please reach out to them on 1800 136 380 Option 7 and they will support you.

Alternatively, you can access a wide range of resources including support guides, posters and frequently asked questions at Youpla Support Program Information for former Youpla members | NIAA and Youpla Support Program - About us - Services Australia.