FAQs

No. The value of the goods purchased should be the amount processed to the SmartCard.

Yes. The SmartCard can be used for purchasing goods and services at online merchants and over the phone or mail order purchases, unless the merchant sells restricted items, or falls into a category of business that is prohibited under the program. A list of blocked business categories and merchants can be found here.

In certain circumstances, yes. If a merchant sells both restricted and unrestricted goods, they may be able to accept the SmartCard in their business if they sign an agreement. Services Australia is also working with merchants to assess their capabilities for implementing new technology that automatically prevents the purchase of restricted items with a SmartCard.

SmartCards are to be treated like any other Visa Debit or eftpos Card product, however we recommend that you check the following:

The network may be offline. Ask the customer to provide another payment type or return when the payment system is online. SmartCards cannot be processed when the system is offline, as a PIN is required for the transaction to be validated.
The card’s chip or magnetic stripe may be damaged (a damaged card message will appear on the keypad screen). Advise the cardholder that they will need to contact Services Australia to replace their card.
There may be insufficient funds left on the card for the transaction (the response code will display as ‘51’ on the terminal). Ask the customer to provide another form of payment.
The cardholder may have forgotten their PIN (the response code will display as ‘55’ on the terminal). Ask the cardholder to re-enter the correct PIN.
The terminal may be blocked. This would only occur if your business sells both restricted and unrestricted goods and you have signed an agreement. Ask the cardholder to use the approved terminal.

No. Cash is not accessible through the SmartCard nor will cash-out work with the SmartCard at the point-of-sale. If a SmartCard participant is receiving a refund on an item they purchased with the SmartCard, the merchant should not provide cash as a refund.

The SmartCard can be used at almost any merchant that accepts Visa or eftpos. The SmartCard can be used at merchants all over Australia or online unless the merchant primarily sells restricted items or falls into a category of business that is prohibited under the program. A list of blocked business categories and merchants can be found here.

Yes. Refunds to a SmartCard should only be performed for purchases made with the SmartCard. No cash is to be provided as a refund where the purchase was made with a SmartCard.

No. If your point-of-sale system or the network is not operating (i.e., it is offline) then the SmartCard cannot be used for payment of goods and services. It is recommended that you request the cardholder use another form of payment or return when the system is online.

You will need an active email address to set up your online account. This email address needs to be linked to your account.

To create, enable or disable online access to your enhanced IM account you need to contact Services Australia on the SmartCard eIM hotline on 1800 252 604

A pending transaction is a transaction that has been authorised but has not yet been processed.

When a transaction is authorised, it is confirming to a business that your card is valid and there is enough money in your account to pay for what is being purchased.

A pending transaction reduces the amount of money in your account that you can spend (your available balance).

Pending transactions usually take up to 10 business days to fully process. After that time, either the business will claim the funds or they will be released back to your account.

If you let a business use your card for pre-authorised payments (like a security deposit for a hotel booking or car hire), you may need to wait up to a month for your payment to be returned to you.

If you have a pending transaction with a business and the business confirms they do not need the money anymore, you can ask that they release the money back to you.

If you think a pending transaction is incorrect or unauthorised, you cannot cancel or stop it while it is pending. A dispute can only be started once a pending transaction has been fully processed.

If you want to dispute the transaction while it is still in pending status, you will need to contact the merchant directly to raise your dispute. Alternatively, you can wait until the transaction is processed to initiate your dispute.

For more support with pending or disputed transactions, you contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

If you are new to enhanced Income Management, a personalised SmartCard will be sent to you in the mail. You need to activate it before you can use it. The information included with your SmartCard explains how to activate your card.

If you need a temporary SmartCard, you can get one by visiting select Services Australia service centres, participating agents, or Remote Servicing Teams. You can find more information on where you can get a card by selecting the state or territory you live in:

Once your temporary card is activated, your personalised SmartCard is sent in the mail.

There are several ways to check your available balance, such as:

Logging into your online enhanced IM account;
Logging into the mobile app; and
Sending the SMS “BAL XXXX” from your registered mobile (where XXXX is the last four digits of your SmartCard number) to 0488 112 114 and receiving a reply with your balance.

Obtaining a free balance enquiry from any one of the following ATMs:

Any Traditional Credit Union, Westpac, St. George, BankSA, and Bank of Melbourne ATM;
Any other ATM in Australia that does not charge a fee for balance enquiries, including Commonwealth, NAB and ANZ ATMs; and
Participating Fee-Free ATM’s in trial areas. A list of the participating Fee-Free ATM’s is available here; or
Calling Services Australia on the SmartCard eIM hotline on 1800 252 604.

When you receive your SmartCard, you must activate it to be able to use it. The information included with your SmartCard explains how to activate your card. To activate your card, you can do one of the following:

For a new card, go to smartcard.com.au/eim/login and proceed by entering your Card ID and Activation Code (included on your letter); or
For a replacement card, go to smartcard.com.au/eim/login to login. Click the Activate Card button and proceed; or
Download the SmartCard eIM App from the Apple App Store or Google Play Store. Open the app and follow the prompts; or
Contact the SmartCard eIM hotline on 1800 252 604. The SmartCard eIM hotline can also direct you to locations in some areas to receive face-to-face support.

Yes. SmartCard transactions are processed like all other debit cards and must be processed through your terminal when a purchase is being made.

Restricted goods include:

Alcohol
Gambling goods and services (excluding lottery tickets and Scratchies)
Tobacco
Pornography
Gift cards (cash-like products) that allow cardholders to access cash or purchase alcohol, tobacco, gambling products or pornographic material
Any other goods or services determined by the Commonwealth of Australia in accordance with the Social Security (Administration) Act 1999 (Cth).

The enhanced IM program is an initiative of the Australian Government.

Under the enhanced IM program, a portion of your income support payments will be deposited into your enhanced IM account. You access your enhanced Income Management account with a SmartCard. There are restrictions on enhanced IM accounts to prevent access to cash and the purchasing of alcohol, gambling, tobacco or pornography products, and specific gift and prepaid cards. The remaining portion of your welfare payment is deposited into your regular bank account. To find out more about the portion of your welfare payment that will be placed in your enhanced IM account, visit our cardholder page.

Indue Limited, is a card provider for the enhanced IM program.

For further information about the enhanced IM program, please contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

Participation in the enhanced Income Management program is dependent on:

your age
the welfare payments you or your partner receive
whether you live in an enhanced IM location, and
the reason you have been referred to the program.

More information about the enhanced Income Management program can be found here.

Yes. A four (4) digit PIN will need to be entered on the keypad by the SmartCard cardholder for the transaction to be validated for their purchases.

The SmartCard can be enabled by customers for contactless transactions. Payment can be made by tapping the card on a contactless enabled terminal and waiting for the transaction to be confirmed. Cardholders will not need to enter a PIN for purchases of $100 or less (the maximum value threshold may be increased from time to time).

Read the Conditions of Use for the SmartCard.

You may be able to use your SmartCard to purchase goods and services at a store that mainly sells alcohol or other excluded goods (such as gambling products, tobacco, pornography or gift and prepaid cards) as well as other non-excluded goods or services (such as food or accommodation) if that store has arrangements in place not to process transactions that include excluded goods. These stores are referred to as “Participating Mixed Merchants”.

Yes. Most cafés will accept your SmartCard for the purchase of food. If for any reason Indue has blocked a café or other store whose primary activity is not the sale of a excluded good, then the store will be listed on the Blocked Merchants List.

Yes. Your SmartCard can be used in a different town, state or country, provided the shop or business accepts Visa or eftpos and does not sell alcohol, tobacco, gambling products or certain gift and prepaid cards. Stores where your card cannot be used are listed here.

No. Gambling or placing bets of any kind is not permitted with your SmartCard. If you do try to gamble or place a bet online or in person, your transaction will be declined.

No. Buying beer and all other types of alcohol is not permitted with the SmartCard.

Yes. You can shop at most online stores using your SmartCard. Online stores where you cannot use your card are listed on the Blocked Merchants List.

No. PayPal is not approved as a payment method for the enhanced IM program.

You can use your SmartCard at any merchant that accepts eftpos or Visa (including online stores) provided the merchant does not sell alcohol, gambling, tobacco or pornography products or certain gift and prepaid cards. If a merchant’s primary business activity is the sale of alcohol, gambling, tobacco or pornography products (e.g. a bottle shop or casino), it will be blocked automatically and you will not be able to use your SmartCard.

You may be able to use your SmartCard to purchase goods and services from a store that sells both excluded goods (such as alcohol, gambling products, gift and prepaid cards, tobacco or pornography) and unrestricted goods if that store has arrangements in place not to process transactions that include excluded goods. These stores are referred to as “Participating Mixed Merchants” and can be found here.

If a store sells both excluded and non-excluded goods and has no arrangement in place to prevent transactions for excluded goods, it will not be able to accept the SmartCard. These stores are referred to as “Blocked Merchants” and can be found here

No. This is your SmartCard and it should not be given to anyone else to use.

To protect your enhanced IM account, in case you lose your SmartCard or if it is stolen, the initial limit set on your SmartCard is $1,000 per day. You can increase or decrease this limit by accessing your account online or by calling Services Australia on the SmartCard eIM hotline 1800 252 604.

When you receive your new SmartCard, you must activate it to be able to use it. The information included with your SmartCard explains how to activate your card.

Once your SmartCard is activated and funds have been deposited into your enhanced IM account, you can start using it. Please note that funds are deposited into your enhanced IM account on the day your welfare payment is due.

Yes. Please call Services Australia on the SmartCard eIM hotline on 1800 252 604 to block your online enhanced IM account if you think someone is logging into your enhanced IM account and making online purchases or payments.

When you want to unblock your online enhanced IM account again, contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

If you do not have enough money in your enhanced IM account for your purchase, the transaction will be declined.

No. Your SmartCard does not allow credit. This means that if you have insufficient funds on your SmartCard, you will not be able to make a purchase.

Once you have activated your SmartCard, you can turn your card ON or OFF by logging into your online enhanced IM account. When your SmartCard is ON, the switch is green. If you want to turn your SmartCard OFF, so that it cannot be used, just click on this switch. Your SmartCard cannot be used when it is OFF.

Click the switch again to turn it back ON.

Remember that when you turn off your SmartCard you are not turning off your online enhanced IM account.

Yes. You can change your PIN anytime online. To do that you must:

Log into your online enhanced IM account
Click on the Settings link
Click on the Change PIN link.

You can go online and change your PIN or call Services Australia on the SmartCard eIM hotline on 1800 252 604. They will assist you in ordering a replacement PIN. For your security, the SmartCard eIM hotline will never have access to view your PIN and will not be able to tell you the PIN over the phone.

For security reasons your SmartCard will allow you to enter the PIN incorrectly up to five (5) times. If you incorrectly enter the PIN six (6) times, your SmartCard will be temporarily suspended and will not work.

To unblock your SmartCard, you must call Services Australia the SmartCard eIM hotline on 1800 252 604. The block will be removed within minutes and your SmartCard will be ready to use again. The block is removed automatically at midnight, so if you are unable to contact the Customer Service Centre, your SmartCard should work again the next day.

For contactless transactions (or transactions where you are tapping your card or mobile device on a contactless enabled terminal), there is no need to enter a PIN for purchases of $100 or less (or $200 or less at some businesses).

You may get your PIN in the following ways:

After you are sent your SmartCard you can set your own PIN as part of the card activation process online.

If you do not have internet access, a PIN can be sent via an SMS message or by post to you.

For security reasons, if you have requested to receive your PIN by mail and have not received it within seven (7) business days, please contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

You should never tell anyone else your PIN as it may result in you being liable for unauthorised transactions.

Yes. As an enhanced IM account holder you can download and use the Indue SmartCard app via the Apple App Store or Google Play. The app is called “SmartCard eIM”. The app has the same functionality as the online SmartCard cardholder site.

If you see a transaction on your enhanced IM account that you did not make, or your SmartCard is lost or stolen, you should immediately call Services Australia on the SmartCard eIM hotline on 1800 252 604. If a transaction was not made by you, it could be fraud and a block will need to be placed on your SmartCard and/or account. This is to stop further charges being made from your enhanced IM account. You can block your own SmartCard by going online and following the steps below:

Log in to your enhanced IM account

Click on the Settings link
Click on the Block Card link
Click on Block Card button.

Remember that when you block your SmartCard, you are not blocking your online enhanced IM account.

Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you. You will be able to pick up a temporary SmartCard from selected Centrelink Service Centres or some Services Australia agents. To find your closest Services Australia location, please contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

Please refer to the Lost & Stolen FAQ for more information.

If your SmartCard is stolen, you should immediately call Services Australia on the SmartCard eIM hotline on 1800 252 604 or login to your enhanced IM account to turn OFF or block your SmartCard and order a replacement SmartCard.

You can turn OFF your SmartCard by going online and following the steps below:

Log into your online enhanced IM account
Click on ON/OFF switch.

If you find your SmartCard, you can go online again to turn your SmartCard back ON.

If you cannot find your SmartCard you can block your SmartCard by going online and following the steps below:

Note: Blocking your SmartCard cannot be reversed.

Log into your online enhanced IM account
Click on the Settings link
Click on the Block Card link
Click on Block Card button.

Remember that when you block your SmartCard, you are not blocking your online enhanced IM account. If you suspect that an unauthorised person knows your password to your online enhanced IM account, you should immediately change your password or call Services Australia on the SmartCard eIM hotline on 1800 252 604 to report the issue.

Once you block your SmartCard, it cannot be unblocked and you will need to request a new SmartCard be sent to you. You will be able to pick up a temporary SmartCard from selected Centrelink Service Centres or some Services Australia agents. To find your closest Services Australia location, please contact Services Australia on the SmartCard eIM hotline on 1800 252 604.

Yes, you can pay by tapping your card on a contactless enabled terminal and waiting for the transaction to be confirmed. There is no need to enter a PIN for purchases of $100 or less.*

You will not be able to use tap to pay functionality until you enable it. You can turn on the tap to pay functionality by logging into your online account at smartcard.com.au and selecting the ‘Settings’ option. Once in the Card Settings landing page, under the ‘Transaction Settings’ option, select ‘Change Setting’. You will be able to turn on contactless transactions through this mechanism. Another option is to call Services Australia on the SmartCard eIM hotline on 1800 252 604. Once you turn on the tap to pay function, you will be able to make contactless payments and mobile payments.

You can turn off the tap to pay functionality by logging into your online account at smartcard.com.au and selecting the ‘Settings’ option. Once in the Card Settings landing page, under the ‘Transaction Settings’ option, select ‘Change Setting’. You will be able to turn off contactless transactions through this mechanism. Another option is to call Services Australia on the SmartCard eIM hotline on 1800 252 604. If you turn off the tap to pay function, you will not be able to make contactless payments or mobile payments. The tap to pay function can be turned back on at any time by following the same steps as outlined above.

Transfers from enhanced IM accounts to third party bank accounts will be processed twice daily at 4am and 4pm.

All recurring payments occur at 4am, rather than at 4pm, so you will need to ensure there are sufficient funds in your account to meet any recurring payments by 4am of the day the payment is to be made. In the event there are insufficient funds in your enhanced IM account by 4am the recurring payment will not be made and no money will be deducted from your account. Note: If the payment is to a business, the business may charge a fee for a missed payment.

To stop a recurring payment, you will need to log into your online account and stop the payment before the payment is due. Alternatively, you can stop a recurring payment by submitting a stop transfer request by calling Services Australia on the SmartCard eIM hotline on 1800 252 604. You will need to contact before 5pm (AEST) the day prior to the payment. Note: The schedule of recurring payments can be stopped, but not a single payment within the schedule. The SmartCard eIM hotline is open Monday to Friday, 8am–5pm (customer local time).

A transfer of money from your Indue enhanced IM account to another Indue enhanced IM or a Traditional Credit Union (TCU) enhanced IM account. Please call the SmartCard eIM Hotline on 1800 252 604 for support.

Watch the ‘How-to’ video for further instruction.

Yes. Anyone can pay money into your enhanced IM account via an online bank transfer using your SmartCard BSB and Account Number. Note that all money in your enhanced IM account will be subject to the account exclusions.

You can transfer money to another Indue or Traditional Credit Union (TCU) enhanced IM account and make BPAY payments from your enhanced IM account. Please call the SmartCard eIM Hotline on 1800 252 604 for support.

You will not be able to make EXTERNAL transfers to another bank account that is not an Indue or Traditional Credit Union (TCU) enhanced IM accounts. If you need to make an EXTERNAL transfer (e.g. to a BSB and Account Number to pay your rent or tradesman) you will need to call Services Australia on the SmartCard eIM hotline on 1800 252 604 and they will assist.

Watch the ‘How-to’ video here which explains how to make a TRANSFER.

Yes. If you need to set up a direct debit, to pay your phone bill for example, depending on the payment preference of the business, you can set up a direct debit using either the SmartCard BSB and Account Number or your SmartCard number and CVV (the three digit number on the back of your card). View a video tutorial on how to set up a direct debit.

You can pay your bills at an Australia Post Office by using Post Billpay. There is no need to register to pay a bill using Post Billpay, simply go to www.postbillpay.com.au and follow the steps to pay your bill. Billers who accept Post Billpay as a payment method will have the Post Billpay logo displayed on your bill. There are a number of businesses that offer this service. For more information, please visit www.postbillpay.com.au/help/bill-payments.

You can log in to your enhanced IM account and use the TRANSFERS and BPAY option for paying bills.

Watch the ‘How-to’ video which explains how to make a BPAY payment.

Yes. Your enhanced IM account can be used online to pay bills with BPAY, direct debit and transferring money to other Indue or Traditional Credit Union (TCU) enhanced IM accounts. View a video tutorial on how to set up a payment. Your enhanced IM account can be accessed online here.

Please call the SmartCard eIM Hotline on 1800 252 604 for support.

Please contact Services Australia on the SmartCard eIM hotline on 1800 252 604 and they will be able to look into the reason for the declined transaction.

If your local shop primarily sells excluded goods such as alcohol, tobacco, pornography or allows gambling activities, it will be blocked.

If the shop does not primarily sell excluded items and still refuses to accept your SmartCard, call Services Australia on the SmartCard eIM hotline on 1800 252 604 to discuss the issue.

View more information on where you can shop.

There are a number of reasons why your SmartCard may decline. You should contact Services Australia on the SmartCard eIM hotline on 1800 252 604 and they will be able to review your enhanced IM account and tell you why your SmartCard was declined. Alternatively, you can check whether the store has been blocked by searching the Blocked Merchants List.

If you have registered for SMS alerts you will receive an SMS message after the transaction has been declined to show the reason for your card not working.

If the welfare payment in your enhanced IM account is incorrect, you will need to contact Services Australia or call the SmartCard eIM hotline on 1800 252 604. Indue has no control over the money Service Australia pays you.

You can set up alerts by logging in to your enhanced IM online bank account, on the homepage go to ‘settings’ then select ‘manage alerts’. You can also set up and manage your alerts on the free Indue SmartCard eIM App.

Alerts can be set up to notify you of deposits, declined transactions, new statements, low balance and purchases made using your card.

No. Your SmartCard cannot be used to get cash from a cash machine/ATM. You will also not be able to get cash out when you pay for items at a store checkout.

Any of the options will work for the SmartCard. To make a purchase at a point-of-sale terminal, insert your SmartCard into the device and press “SAV” or “Savings” or “CHQ” or “Cheque” or “CR” or “Credit” or “Debit”. Then follow the prompts to enter your PIN.

There is no need to enter a PIN for purchases of $100 or less (or $200 or less at some businesses).

If you want to use the “Tap and Pay” (or contactless transactions) function, you can enable this via the Cardholder site by logging in via smartcard.com.au and selecting the ‘Settings’ option. Once in the Card Settings landing page, under the ‘Transaction Settings’ option, select ‘Change Setting’. You will be able to turn on contactless transactions through this mechanism. Another option is to call Services Australia on the SmartCard eIM hotline on 1800 252 604.

Yes. Centrepay and the Rent Deduction Scheme are available for everyone who is receiving welfare payments. Centrepay and the Rent Deduction Scheme payments are paid from the funds which would have otherwise been placed in your enhanced IM account, and so will not affect the amount of unqualified funds you receive (unless all your deductions combined exceed the amount of your welfare payments from Services Australia that are paid to your enhanced IM account). Please contact Services Australia if you have any questions about your Services Australia payments, Centrepay or the Rent Deduction Scheme.

You can view past transactions on your enhanced IM account by logging into your online enhanced IM account or using the free mobile app. You can also contact Services Australia on the SmartCard eIM hotline on 1800 252 604 and they can tell you about your transactions over the phone. You will receive an account statement every six months. Should you want a statement provided more often, you can request this by contacting Services Australia on the SmartCard eIM hotline on 1800 252 604.

You can find your enhanced IM account BSB and account number in a number of places such as:

The back of your SmartCard
On your bank statement
On the homepage of the SmartCard eIM cardholder site or SmartCard eIM mobile App or
By phoning Services Australia on the SmartCard eIM hotline on 1800 252 604

The current balance is the amount in your enhanced IM account and is inclusive of both processed and pending transactions. This means the amount in the current balance may not all be available for spending.

The available balance is the amount that is immediately available for spending. The available balance is the current balance less any pending transactions.

If your SmartCard is damaged, you can call Services Australia on the SmartCard eIM hotline on 1800 252 604 or, alternatively, go online and follow the steps below to arrange for a replacement SmartCard to be sent to you:

Log in to your online enhanced IM account
Click on the Settings link
Click on the Replace Card link.

Depending on where you live, you may be able to pick up a temporary SmartCard from selected Services Australia and Agent locations. Please see the list to find the closest outlet to you.

Indue does not charge fees to SmartCard participants. You will be able to make unlimited purchases on your card and check your enhanced IM account balance or transaction history online for free. Lost or stolen cards will be replaced at no cost.

No, interest is not applicable to your enhanced IM account.

A Payment Nominee is a person you have authorised with Services Australia to receive and manage Services Australia payments on your behalf. Services Australia advise Indue when a SmartCard participant has a Payment Nominee and will notify Indue when the Payment Nominee relationship changes or ends.

Find out how to arrange a Payment Nominee by going to the Services Australia website here, or by contacting Services Australia directly by calling Services Australia on the SmartCard eIM hotline on 1800 252 604.

Your Payment Nominee will be able to manage your payments on your behalf.

Your Payment Nominee will be issued with a SmartCard to use on your behalf. They will also be provided with access to your funds through a SmartCard online account. They will be able to contact the SmartCard eIM hotline and make requests in relation to your account on your behalf and will receive correspondence regarding your account (including account statements).

Please note, the use of the SmartCard and online account by your Payment Nominee is subject to the same terms that apply to you. Any payment made by your Payment Nominee will be considered a payment by you.

When Services Australia advise us you have a Payment Nominee, we will send you a letter to advise your SmartCard will be cancelled and you will no longer have access to your account online.

If Services Australia advise us you have a Payment Nominee:

Your Payment Nominee will be issued a SmartCard on your behalf and they will be provided with access to your account online.
Your SmartCard will automatically cancel and you will no longer have access to your account online.
Your Payment Nominee may however, request the SmartCard they hold on your behalf be cancelled and a SmartCard be issued to you. In doing so, you will also be given access to your account online in addition to your Payment Nominee whose access will not be revoked unless the Payment Nominee relationship is ended with Services Australia. We will notify you if a Payment Nominee requests their card be cancelled.

If you authorise a Payment Nominee:

Your Payment Nominee will be issued a SmartCard on your behalf and will also be provided with access to your account online.
Your SmartCard will automatically cancel and you will no longer have access to your account online.
Your Payment Nominee may however, request the SmartCard they hold on your behalf be cancelled and a SmartCard be issued to you. In doing so, you will also be given access to your account online in addition to your Payment Nominee whose access will not be revoked unless the Payment Nominee relationship is ended with Services Australia. We will notify you if a Payment Nominee requests their card be cancelled.

You can discuss and manage your Payment Nominee arrangements by contacting Services Australia on the SmartCard eIM Hotline on 1800 252 604.

If your Payment Nominee arrangement ends, the SmartCard issued to your Payment Nominee will be cancelled and they will no longer have access your account online.

You will have access to your account online and will receive a new SmartCard in the mail. While waiting for your new SmartCard to arrive, you can get a temporary card from:

Selected Services Australia Agents and Centrelink Service Centres (find your closest Services Australia location by contacting Services Australia on the SmartCard eIM Hotline on 1800 252 604).

If you want to submit a complaint or provide feedback about the enhanced IM program, you can:

Call Services Australia on the SmartCard eIM hotline on 1800 252 604, or

Write to our Customer Service Centre by sending your letter to:

Indue enhanced IM Account
PO BOX 5389
WEST END, QLD 4101

Or email [email protected],

If your complaint cannot be resolved using our Internal Dispute Resolution process, we will refer you to an External Dispute Resolution scheme approved by the Australian Securities and Investment Commission (ASIC).

The following doc explains our complaints and dispute resolution process.

DISPUTE RESOLUTION PROCESS

Indue maintains all personal information in accordance with the Privacy Act 1988 (Cth) and its Privacy Policy.

Any information shared between Indue and the Australian Government occurs within the requirements of privacy laws. The Government only uses the data in accordance with the Australian Privacy Principles.

Indue is a bank regulated by the Australian Prudential Regulation Authority. Australian owned and operated, Indue has over 45 years’ experience in the payment industry and provides payment solutions to a broad range of organisations.

Indue is a card provider for the SmartCard and enhanced IM account that supports the Australian Government’s enhanced IM program.

Indue is wholly owned by financial institutions, all of which have their heritage in the mutual and credit union sector.

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FAQ Categories

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FAQ Categories

Can change be given on a SmartCard transaction?

Can the SmartCard be used to make online, phone and mail order purchases?

Can a Merchant that sells restricted goods participate in the SmartCard program?

What do I do if a SmartCard purchase transaction is declined?

Can a SmartCard cardholder withdraw cash with their SmartCard?

Where can the SmartCard be used?

Can a refund transaction be made onto a SmartCard?

Can SmartCards be used in an offline situation?

How do I set up online access to my enhanced IM account?

What is a pending transaction?

What happens if I disagree with a pending transaction?

Where can I get a SmartCard?

How can I check my enhanced IM account balance?

How do I activate my SmartCard?

Do I have to use the point-of-sale terminal device to authorise every SmartCard presented?

What are the restricted items that cannot be purchased using a SmartCard?

What is the enhanced Income Management program?

Who does the enhanced Income Management program apply to?

Is the cardholder required to enter a PIN?

What are the Conditions of Use for my SmartCard?

Can my SmartCard be used at a place that mostly sells alcohol and some food, such as pubs?

Can my SmartCard be used at a place that mostly sells food but some alcohol, like a café?

Can I use my SmartCard in a different town, state or country?

Can I use my SmartCard to place a bet on the horses?

Can I use my SmartCard to buy beer?

Can I shop online with my SmartCard?

Can I use PayPal to buy things online?

Where can I use my SmartCard?

Can I give my SmartCard to someone else to use?

Is there a limit to how much I can spend each day using my SmartCard?

Can I buy things with my SmartCard as soon as I receive it?

Can I block my online enhanced IM account so no one can use it?

What will happen if I try to buy something that costs more than I have in my enhanced IM account?

Does my SmartCard allow credit?

What is the SmartCard ON/OFF switch?

Can I change my PIN?

I forgot my PIN, what should I do?

I have entered my PIN incorrectly and now my SmartCard is not working, what should I do?

Do I need to use a PIN with my SmartCard?

How will I get my PIN?

Is there a mobile app?

Something was bought with my SmartCard and it wasn’t me, what should I do?

What if my SmartCard is stolen or lost?

Does my SmartCard have payWave or contactless capability?

How do I turn on the tap to pay functionality?

How do I turn off the tap to pay functionality?

What time do outgoing bank transfers occur?

What time do scheduled recurring payments occur and how do I stop a recurring payment?

What is a transfer between eIM accounts?

Can money be added to my enhanced IM account by someone other than Services Australia?

Who can I transfer money to?

Can I setup a direct debit from my enhanced IM account?

Can I pay my bills at an Australia Post Office?

How do I pay bills using my online enhanced IM account?

Can I pay bills and access my enhanced IM account online?

I tried to buy something from a website that doesn’t sell alcohol, gambling, tobacco or pornography products and my SmartCard was declined, what should I do?

Why won’t my local shop accept my SmartCard?

My SmartCard was declined when I tried to buy food, what should I do?

The amount of welfare deposited into my enhanced IM account is incorrect, what should I do?

How do I know if a transaction has been made from my enhanced IM account?

Can I use my SmartCard to get cash from the cash machine/ATM?

What should I do when the point-of-sale terminal asks me to “Select your account, CHQ, SAV or CR”?

Will I still be able to use Centrepay or the Rent Deduction Scheme?

How can I check the past transactions on my enhanced IM account?

Where do I find my SmartCard Bank State Branch (BSB) code and Account Number?

What is the difference between “Current” and “Available” balance?

What if my SmartCard is damaged?

Will the card have fees?

Do I earn interest on money in my enhanced IM account?

What is a Payment Nominee?

How do I set up a Payment Nominee?

What can a Payment Nominee do?

Do I still have a SmartCard if I have a Payment Nominee?

Can I access my account online if I have a Payment Nominee?

Who do I contact if I have questions about my Payment Nominee arrangement?

What happens if my Payment Nominee arrangement ends?

What if I have a complaint?

How is my privacy maintained?