Meet Steven Sadler
We call Steven our Retirement Essentials’ Guru for many reasons. We recently interviewed him so you can understand why he got this name. It’s the first of four interviews with our advisers Megan, Nicole and Sharon and Steven, who is Head of Customer Services. They all work ‘at the coalface’ so to speak. This means that each and every day they are helping our members in video meetings, phone calls or replies to website questions and feedback. We asked Steven five quick questions about the work he does and how it helps customers maximise their Age Pension income.
1. What is your role at Retirement Essentials?
‘I head up the Customer Services Team which means that I do anything and everything to help our members qualify and maximise their entitlements. This can include processing a Centrelink application, chasing up the progress in 4-5 weeks, verifying the customers’ documents and checking all detail on their applications. If their needs are more complex, I usually introduce them to one of our advisers.’
2. What do you like most about what you do?
‘Of all the work I’ve done, this is the only job that offers a natural sense of fulfillment. That’s because we are genuinely helping people. Many customers are so forthcoming with their thanks, a lot saying, ‘I would have been lost without you’.
3. What was your biggest win in 2023?
‘The biggest win that comes to mind was actually averting a problem. I keep thinking of how wrong things could have gone. It happened during one of our 45-minute phone application consultations. The customer who was applying for an Age Pension had so many misconceptions and misunderstandings that, had they just tried to apply online, they would have been knocked back and probably never understood why. I had a great conversation with this customer and they said the call was the best $150 they had ever spent. Things subsequently went smoothly with their application and resulted in part-Age Pension entitlement. The problems they would have encountered were associated with a company loan. This loan was showing up as an asset so the company needed to be closed down and the loan written off before they got started. This took them a couple of months but was well worth the effort. It’s another case of people ‘not knowing what they don’t know’. That’s what we’re here for. To help them understand all the rules that affect them.’
4. Which problem reoccurs the most?
‘The most frequent issue standing between most people and their Centrelink entitlement is the supply of incorrect supporting documents. We’ve mentioned this before. A bank statement is just that – the actual PDF statement. Not a screen shot of transactions which Centrelink won’t accept. Furnishing incorrect statements can lead to a two-month delay by the time Centrelink comes back to you, points out the problem and you start over with the upload of these documents.’
5. Do you have any hints or wishes for 2024?
‘Again, like the customer above, if you have any concerns or questions, it’s important to speak to somebody first. Test your knowledge and assumptions. If you ask all the questions up front you can save so much to and fro-ing. Our aim is to support our customers to get their applications right the first time, so they get their benefits as expeditiously as possible.
And as we discussed last week, if you do need to contact Centrelink over the festive break (or any other time, for that matter), then hop on the phone early in the day!’
Retirement Essentials has three main ways of assisting those who are seeking Age Pension entitlement:
A 30-minute phone consult ($75 ) during which you can ask any questions you like to help determine eligibility for the Age Pension and Commonwealth Seniors Health Card.
A 45-minute phone application support consult ($150) where we guide you through the application and help complete it over the phone or by video.
Maximising your entitlements advice consultations ($330) where we assess any changes you might be able to make to maximise your Centrelink entitlements).
How have your Centrelink interactions been?
Do you have any tips as well?
Maybe you’ve had a chat to Steven this year? If so we’d love to learn how he helped you.
so does centrelink accept a screenshot of transactions your commentary suggests it doesnt
Hi Patrick, thanks for your query, generally speaking no Centrelink would not accept a transaction history on it’s own. It is best to provide a formal statement whenever possible.
What if you don’t do internet banking – can you use a printed statement?
Hi I have 2 houses a million dollars in super combined, would I be entitled for health care card when I’m 67
Thanks
Hi Mario, thanks for kicking off the comments. The best way to check your eligibility is with our free online calculator which you can find HERE.
If possible, it’s much easier to go into a centrelink office than waiting on the phone as I have generrally got through pretty quick, where a phone call can take up to an hour and then you might get hung up on.
My experience has been horrendous to the point where I wanted to kill my self that afternoon. I almost couldn’t breathe as I stumbled out the door into my car where I had to compose myself before I could drive home. If I hadn’t previously been advised by three Centrelink offices , Borroloola, Alice Springs & Hervey Bay that I was entitled to the age pension & that I would be entitled to rental assistance once I left the family home & obtained a place to live, I would never have left my home due to ( a personal reason) as I’m now paying rent which I can’t afford. From what I can ascertain Centrelink hadn’t updated all my details & I don’t know who’s file they were looking at but almost everything was wrong @ they even spelt my first name incorrectly when I saw an agent & she made a further appointment. Here in Cannonvale you first see a receptionist, then you’re sent down to the next person who then makes an appointment to see you . I’ve worked almost all my life (approx60 yrs) & completed tax returns for every year but they had me not working since 1990!!! They had me filling out a very long form for which there was no possible way I could supple my ex partners personal details since 1990. I hadn’t even met my partner then. This is only just a very small part of what I’ve had to endure because I’ve been miss advised by three different Centrelink Offices. Just the thought of having to go back into the office here really upsets me as I’m made to feel worthless. Now theres a problem with the update & connection of my Medicare card details as they’re still using my ex home address. I do understand Centrelink is not Medicare but I was blocked out again. I also fear that by Every staff member here has been very professional.
Get your MP onto it asap. Works like magic.
Hi, how are you all going? I hope you all are having a great Christmas season with your families and friends.
Inheritance
What happens when you receive money. Is pension money taken away. I not sure. If I use the money to buy a car or maintain my home or share with family – do I need to report
The amount. ??? Can you send me information regarding inheritance please
Thank you for your time.
June
Hi June, thanks for asking for help regarding inheritances. We have covered this in more detail in a previous article you can read HERE. For more specific assistance we would need to have a consultation with you so we could properly understand your situation and then explain the pros and cons of each of your options. CLICK HERE to book a consultation.
Each time my foreign pension has been indexed , I provide the copy of the letter , not in English, to Centrelink. The consecutive assessments lettres from Centrelink do not contain the actual value of this foreign pension. I called the Centrelink office only to be informed they are behind with these updates. The value of this pension, in the Centrelink assessment letters, has not been updated at least 3 years!
good morning husband is coming up to pension age in march whereas I am still working and will be for a few more years as I am 65. I need to get things in place for my husband and was wondering when would be a good time to do this before march. Also what website will give me the info in regard to documents required. thankyou.
Hi Le-ann, great work getting in early so you are ready to go in March! Given time is on your side I would recommend you book one of our Entitlements Consultations so we can go through an eligibility calculation with the two of you and also discuss your financial situation and what to expect from Centrelink when the time comes to apply.
What are the Centrelink ramifications to a full pensioner when selling her home? How long can she wait with the proceeds of home sales before having to use these funds to purchase another home, are there penalties for having the liquid funds for any period of time? I have heard so many conflicting stories from acquaintances about this! My home is on the market and wanting to purchase another after this one sells. Thank you.
Hi Carla, thank you for seeking our help! When you sell your home, you will then need to update Centrelink on your new living situation (renting, living with family etc.) and address whilst you look for your new home. At that time they will also ask for a copy of the settlement certificate and a bank statement to confirm how much the house sold for and where the money is currently sitting (to ensure you haven’t invested some of it elsewhere in a new asset). The exemption allowed to build/buy/renovate your new home lasts 24 months HOWEVER it is not necessarily applied to the full amount you received from selling as it is only applied the portion that you intend to use for the new home. So if you sell for $1m and plan to spend $800K on the new home, the exemption only applies to the $800K.
Why is there not a national uproar about how complex centrelink in regards to the aged pension makes things and their unreasonable time frames in getting back to people
Where is the lobbying on this issue
Its good that Retirement Essentials exist and is here to help us
But many people my age 68 years old etc
Were told work for 50 years be a productive member of society and you can retire at 65 years old now 67 and get an aged pension
Yes super come along halfway through our working life
It has many disadvantages as society is finding out
A feeder institution for multi nationals to make profit
We should be like New Zealand / England
You turn pension age
Congratulations enjoy your twilight years you have paid millions in tax
The aged was sold to us a right of passage
But the goverment has now made it a complex quagmire and treat elderly people as second class citizens
Thanks Retirement Essentials for the updates on simplifying the complexity of the Government and its changing of the goal posts
Hi I am 68 and retired ,I will shortly receive an inheritance around $400,000 from my mothers estate
My super account is still in accumulation mode so i intend to invest this money into this account then withdraw it at a later state to help purchase a retirement home
I understand that tax of 15% is payable on the super earnings
Do you know if there are any other negative loop holes I should look out for
Cheers
Belinda
Hi Belinda, thanks for your query! Alas my expertise is in Centrelink and the Age Pension so I am unsure of the super/tax implications of your plan. I would recommend you book in a consultation with one of our financial advisers as they have the knowledge and expertise to explain the pros/cons and help you make the best decision for you. CLICK HERE to make a booking.
Centrelink interraction….terrible. I applied for CSHC. Centrelink didn’t like how I filled in the forms but gave no details of what the problem was. No-one on the tel # given to speak to had any idea what was wrong and couldn’t get in touch with whoever decided the application was deficient. I couldn’t speak direct to them either. It was a standoff. Eventually (3rd or 4th call to Centrelink) i got help from someone who found out while I waited enough info to guess what the issue was. I still had to wait for Centrelink to contact me, and when they did, I wasn’t by my phone. I couldn’t ring back (no reply #) and had to hope they contacted me again. When they did, rep said they were “about to give up”!!!
Hi,
I am about to retire at the end of the month, I am a little confused, I have been declared legally blind and told I should go onto the disabled pension, and then others say I should go onto the old aged pension. I have contacted Centrelink who were no help at all.
Hi Maria, thank you for seeking further support! You will receive the same payment amount regardless of which pension you are on. The main point of difference is that the Disability Pension has ongoing medical review requirements, Age Pension does not. Disability Pension recipients may be eligible for a Pensioner Education Supplement and Education Entry Payment whereas this is not available via Age Pension. Both Disability and Age Pension receipts may receive a Mobility Allowance.
Hi Retirement Essentials,
Soon, I wish to submit to Centrelink a Claim for Age Pension form (SA 002) and also an Income and Assets form (SA369). I will do this online. My situation is relatively straight forward and I am confident of my eligibility for a part pension.
I also wish to carry out a superannuation Re-Contribution strategy, in order to overcome an adverse Death Benefit taxation liability which will inevitably occur. I feel confident of carrying this out myself and I am satisfied that the great number of rules and recommendations surrounding such a thing have been well considered.
However, I can see a potential problem.
As you know, such a strategy requires moving finances backward and forward and, because the ‘machine’ can be slow, it can take some time. If my Re-Contributing is carried out after submitting my financial information to Centrelink, then during the period of processing my Claim, there will be a discrepancy between the financial information I originally submitted to Centrelink and the financial information that exits in reality as it changes. Therefore, bank balances won’t match, super balances won’t match and maybe some account numbers won’t match either.
Centrelink tell me that I can ‘Upload Documents’ in order to keep them informed of my changing financial status, of which there will be quite numerous changes. I have no idea about how the ‘nuts and bolts’ of the Claim processing is carried out but I do fear that the whole thing will turn into a complete shemozzle – Centrelink confused and scratching their heads, me waiting with no pension.
Provided that the documentation is all as required, correct and properly uploaded, in your experience, what is the likelihood of the Uploaded Documents finding their way to the correct place, for Centrelink staff to become aware of and understanding any changes, and for my claim to be processed smoothly? Can you offer any tips as to avoid any pitfalls I might encounter. Thank you.
Regards,
Jeremy.
Hi Jeremy, thanks for seeking further clarity! Your are right to be cautious, we have indeed seen scenarios such as yours go pear shaped. In theory, you can make these changes whilst your claim is being assessed and so long as you provide the necessary documents to evidence the changes as they happen then Centrelink can and should action them accordingly. Having said that our recommendation is to either process the changes before applying or once approved.
If you do it prior to applying then all Centrelink has to worry about is your current situation and you will obviously have all of the documents on hand because it has only just happened so you save doubling up supplying one set of supporting evidence just to come back and update them. If you do it post approval then the documentation required is the same but from Centrelink’s perspective they now only have to worry about making the updated changes for you. From our experience asking Centrelink to work on your claim and then make changes at the same time is fraught with danger and best to be avoided IF possible. It can be done though.
I was born 1957 when can I apply for the Disability pension or The Age pension.
At the moment I’m on new start. I have always worked until 2008. I started having health issues.
Can you let me know where I stand
please.
Thanking u in advance.
Regards
Angela Vecchi
Hi Angela, you will be eligible for the Age Pension when you turn 67 so if you were born in 1957 then you will be eligible this year.