1300 232 663

Frequently Asked Questions.

We understand that this is a confusing and difficult time for many of us and we are here to help. We have pulled together the below FAQ’s to help you stay safe and meet obligations for your payments.

If your question isn’t answered below, please call our Customer Care team on 1300 232 663.

I need help finding a job, what is the process?

You will need to first register with Centrelink and then be referred to MTC Australia, where we we’ll be ready and waiting to support you throughout this time. Please note that if you are registering online through MyGov, there will be intermittent issues with accessing this due to an influx of demand.

This article from the ABC outlines exactly how you can access your Job Seeker payment.

What is MTC doing to ensure my health and safety?

  • We’ve put signage and health and safety advice up at every site.
  • We’re ensuring hand sanitiser is available in all high traffic areas.
  • We’ve installed touchless thermometers at all sites. This will enable us to take the temperature of customers and staff, ensuring that people with fever do not attend our sites. We encourage everyone to take the test, but participation is voluntary.
  • We have asked staff to hold meetings over digital platforms and to reduce their travel between our sites.
  • Our shared computer terminals are cleaned regularly.

Are your offices still open?

At this stage our offices are still open, and you are able to attend if you’re unable to access your appointment/service online or over the phone.

Do I still need to come in for my appointment?

All services and appointments should now be attended over the phone, online, via videoconference (e.g. Skype) or via other arrangements that do not require face-to-face contact. Only in exceptional circumstances where it is necessary for you to receive face-to-face servicing should this occur. If you believe you have an exceptional circumstance, please call our Customer Care team on 1300 232 663.

If I don’t attend my training/my appointment, will I still get paid?

You will need to attend your appointment online or over the phone to continue to receive your benefits.

I am following the government’s advice and staying home. Now my payments have been suspended/put on on hold.

You will still need to attend your appointment online or over the phone to continue to receive your benefits.

What should I expect to happen at the initial appointment and any subsequent appointments?

At your initial appointment you will meet your case manager (either online or in person) who will explain your mutual obligation requirements to receive income support and MTC jobactive services. You will work with your case manager to complete a Job Plan which will detail all activities that you be required to undertake, and also any support and assistance that will be provided by MTC Australia to assist you into employment.

For job matching purposes your case manager will ask you to provide a resume where possible and complete a Privacy consent and Industry Skills and Preferences form. Your Case Manager will provide you access to MTC Vacancy register, a National Minimum Wage fact sheet and MyGov guides for online servicing.  The meeting will conclude with your case manager advising you of your next appointment.

Can I still attend my Allied Health appointment?

Yes you can, but the appointment will need to be over the phone or online.

The My Gov site has crashed – I cannot report or link my job searches.

All mutual obligations have been suspended until 31st March.

Due to continuing system-related issues, the Department has put contingency arrangements in place nationwide. These arrangements will be in place from 24 March 2020 to 31 March 2020, and will be reviewed as the situation develops.   The arrangements that will be in place over the coming days are as follows:

  • Payment suspensions will be lifted daily.
  • All scheduled requirements for job seekers/participants will be set to voluntary.
  • Job seekers/participants whose attendance is not recorded will not have their payment suspended.
  • Any job seeker/participant with a Job Plan/Participation Plan whose think time is due to expire between 24 March 2020 and 31 March 2020 (inclusive) will have their think time extended to 1 April 2020.
  • Any Job Search periods that end between 24 March 2020 and 31 March 2020 (inclusive) will be prorated to nil and set to No Longer Required.
  • Job Referrals that are due between 24 March 2020 and 31 March 2020 (inclusive) will be set to voluntary.

What do I do if I’m required to self-isolate?

If you’re unable to meet your job seeking requirements due to a need to self-isolate in line with the Department of Health’s advice, you should reschedule any appointments or activities until you have finished your self-isolation, in line with advice from health authorities.

You’ll also need to seek exemption from Centrelink for your mutual obligation requirements through the below:

  • Newstart allowance, JobSeeker Payment or Special Benefit: 132 850
  • Youth Allowance: 132 490
  • Parenting Payments recipients with mutual obligation requirements: 136 150
  • ParentsNext may grant you a Major Personal Crisis exemption where the situation aligns with the Department of Health advice regarding grounds for self-isolation.

Please note, you should not attend our sites if self-isolation is required. If possible, please call us instead on 1300 232 663.

I think I may have COVID-19, or may have been in contact with someone with COVID-19

If you believe you may have COVID-19, or may have been in contact with someone who has COVID-19 and as a result need to self-isolate, you should reschedule any appointments or activities with MTC until your self-isolation ends.

You must also seek exemption from Centrelink by obtaining a Major Personal Crisis exemption.

I recently travelled overseas, what do I do?

If you have returned from overseas, you must self-isolate. You’ll need to visit the Department of Health website to receive the most up-to-date information regarding your necessary actions

Your appointments and activities will need to be rescheduled until you’ve finished self-isolation, and if you need to contact Centrelink, you should do so by phone only.

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