Centrelink Grandparent Carer Payments and the Adviser Line

The Grandparent Adviser Line

Services Australia runs a dedicated phone line specifically for grandparents, foster carers and kinship carers: 1800 245 965. It is free to call and connects you to advisers trained in non-parent carer claims.

These advisers understand that informal kinship carers often arrive at Centrelink with no court orders, no custody paperwork, and a child who appeared in their care last week because of a family crisis. They will walk you through the specific forms you need, explain what evidence to gather, and help you lodge claims without requiring direct contact with the birth parent if there are safety concerns.

The general Centrelink line deals with millions of callers and the staff rotate across all payment types. The Grandparent Adviser line is worth the call because the advisers specialise in exactly the situation you are in.

Payments Available to Non-Parent Carers

Services Australia assesses actual physical care, not legal status. At least 35% care may meet the care threshold for Family Tax Benefit; other payments have their own eligibility conditions:

Family Tax Benefit Part A: up to $235.48 per fortnight per child (ages 0–12) or $306.46 (ages 13–15, or 16–19 in full-time secondary study), based on household income. The maximum rate applies when household income is $69,131 or less; receiving the Age Pension does not by itself guarantee the maximum.

Family Tax Benefit Part B: up to $200.34 per fortnight (youngest child under 5) or $139.86 (youngest child 5–18). Single carers receive the maximum rate if their income is $124,327 or less.

Double Orphan Pension: $81.60 per fortnight if both parents have died, or one has died and the other is imprisoned for 10+ years, confined indefinitely to a psychiatric institution or nursing home, or of unknown whereabouts after reasonable enquiry. An admitted refugee child may also qualify if both parents live overseas or their whereabouts are unknown. Not means-tested.

Carer Allowance: $162.60 per fortnight for a child under 16 with a severe disability or medical condition requiring daily care. Not means-tested.

Additional Child Care Subsidy (Grandparent): up to 100 hours of subsidised child care per fortnight for principal grandparent carers providing at least 65% of care and receiving an eligible income support payment. The subsidy can cover up to 100% of fees up to 120% of the standard CCS hourly rate cap. The activity test is waived.

These payments stack. A single grandparent on the Age Pension caring for a 4-year-old could receive FTB Part A ($235.48) plus FTB Part B ($200.34) plus up to 100 subsidised child care hours per fortnight, all in addition to their pension.

How Centrelink Verifies Informal Care

Without a court order, Centrelink needs to establish that you genuinely have the child. The core evidence package is:

1. Form CS4647 — a statutory declaration sworn before a JP confirming you are the day-to-day carer
2. Form FA012 — details of the care arrangement, percentage of care, and living situation
3. Third-party letters — from the child's school, GP, or childcare centre confirming you are the primary contact

If the parent disputes your claim, Centrelink runs a formal care assessment using your evidence. The Grandparent Adviser can coordinate this process and protect you from having to negotiate directly with the parent.

myGov Claims

Most claims can be lodged online through your myGov account linked to Centrelink. You'll upload scanned copies of your statutory declaration and third-party letters during the online claim process. If you don't have myGov set up, or if the online process is overwhelming, call the Grandparent Adviser line for help understanding the claim process and lodgement options.

For claims involving contested care — where a parent is also claiming FTB for the same child — call the Adviser line before lodging online to discuss how to document the care arrangement.

If Your Claim Is Rejected

You have a right to an internal review by an Authorised Review Officer (ARO). Lodge your review request within 13 weeks of receiving the decision notice to preserve full backdating rights. If the ARO upholds the decision, you can appeal to the Administrative Review Tribunal (Tier 1), which is free for social security matters and allows you to present updated evidence.

Basic Rights Queensland (1800 358 387) provides free, independent help with Centrelink appeals and debt disputes.

Getting It All Organised

The Queensland Kinship Carer Support guide maps every Centrelink payment in one place, with the exact forms, evidence requirements and deadlines. It includes a printable evidence tracker and agency contact log so nothing falls through the cracks.

See more Queensland guides →