Concessions Help & Frequently Asked Questions

Some of the most common problems and questions are answered below, including detailed questions about individual concessions. If you still have questions, or would like to speak to someone, please call the Concessions Information Line on 1800 658 521.

Alternately, use the Find a Concession wizard to see what you may be eligible for and how to apply.

Concessions are available to low income Victorians experiencing difficulty in paying their council rates, water, gas and electricity bills. Discounts are available on essential services to ease the financial burden for low income Victorians. For each concession and/or benefit, there is an eligibility criterion.

To find out if you are eligible for a concession card, please contact Centrelink or the Department of Veteran Affairs and discuss your circumstance with them directly. For further information please visit the Centrelink website or the Department of Veterans' Affairs website.

Centrelink is an Australian Federal Government statutory agency, delivering a range of Commonwealth services to the Australian community. For futher information please visit the Centrelink website.

The Department of Veterans' Affairs is an Australian Federal Government department that delivers a range of Commonwealth services to Australia’s veterans, war widows, serving and former members of the Australian Defence Force, some Australian Federal Police who have experienced overseas service and their dependants. For further information please visit the Department of Veterans' Affairs website.

Communications - frequently asked questions

How do I get my telephone and internet service allowance?

The allowance amount is automatically added to your pension payment. For further information please visit the Centrelink website or call Centrelink on 13 23 00 or call the Department of Veteran's Affairs on 133 254 or visit their website.
How long am I entitled to claim this discount on mail redirection?

Australia Post will provide the mail redirection for up to 12 months only. For further information please contact Australia Post on 13 13 18 or visit their website.
Do I call my phone company to ask about the Telstra pensioner concession?

Yes. Please contact Telstra and they will advise you about what discounts are available. You may also contact community agencies who issue the Telstra Bill Assistance certificates. For information visit Telstra, The Salvation Army, The Smith Family, Anglicare and St Vincent de Paul Society

Disability - frequently asked questions

There are currently no FAQ for this topic

Education - frequently asked questions

If I have a current Health Care Card does that automatically mean that I'm eligible for the Education Maintenance Allowance?

No, in addition to holding a valid Health Care Card or a Pensioner Concession Card, you must also be receiving a valid benefit from Centrelink on 28 January 2009 for instalment one and 13 July 2009 for installment two.
I am a foster parent, can I apply for the education maintenance allowance?

Foster parents can apply for the foster child only. Temporary caregivers through the Department of Human Services are considered to be foster parents.
How do I find out what courses and concessions I am entitled to?

For all inquiries, please contact the relevant TAFE and provide details of the course you wish to apply. Please visit the Department of Education and Early Childhood website and use the Find A TAFE tool to find a TAFE near you.
What information do I need to give the school to make sure my education maintenance allowance payment goes directly into my bank account?

When filling in the 2009 EMA application form, if you want to receive your payment via EFT you need to tick the “Payment by Electronic Funds Transfer (EFT)” option and fill in your BSB* and bank account details.

You will also need to fill in your bank and branch name for verification purposes. This information will allow for your payment to go directly into your nominated bank account.

*A BSB (or Bank-State-Branch) number is a code used to identify individual financial institutions. It is usually a 6 digit number and it appears on your bank statement. If you are unsure please contact your bank.
How do I get the kindergarten fee subsidy?

Speak to the staff involved in the kindergarten program about whom to show your Health Care or Pensioner Concession card or visa to in order to reduce your fees.

The kindergarten service will make a claim on your behalf to the Department of Education and Early Childhood Development.

The Department of Education and Early Childhood Development pays the kindergarten fee subsidy directly to the kindergarten service. Your fees will be reduced for each fee payment you make.

You can apply for the kindergarten fee subsidy at any time during the year, even if your child moves to another kindergarten.
Where can I find out more about kindergarten programs in Victoria?

For further information please visit the Department of Education and Early Childhood Development.
What if my child is just about to turn 3, can my child begin kindergarten?

No. Your child must already be 3 years of age. For further information please visit the Department of Education and Early Childhood Development.
Who do I call to find out what fee courses and level of concession I am entitled to?

For all inquiries, please contact the relevant CAE and provide details of the course you wish to apply for as the level of concession varies between courses. Please visit the CAE website to find a CAE near you.
Do I have to apply for the Education Maintenance Allowance each year?

Yes. You must apply for the Education Maintenance Allowance at the beginning of each year or at the beginning of Term 3 if your child changes school.
Am I eligible for the Education Maintenance Allowance based on my child's Health Care Card?

No. Your child's Health Care Card is not linked to your financial status, which means it is not valid for the purposes of applying for the EMA.
Can I get help with kindergarten fees for 4-year-old children?

YES. The kindergarten fee subsidy is paid to the kindergarten service to reduce fees paid by families.

Energy - frequently asked questions

Can I still get a rebate for the LP gas?

Yes. The rebate for non-mains energy is still in place. Download an application form or contact the Concessions Unit on 1800 658 521.
Why have the changes been made to the Annual Electricity Concession?

The changes have been made because the Commonwealth Government is introducing a carbon price.

The Commonwealth Government estimates that the new carbon price will increase electricity bills by 10 per cent. In dollar terms this equates to an average of $3.30 per week or $171.60 for the year.

Given the Commonwealth Government is on average providing full compensation to households for the impact of the carbon price on energy bills, the concession on that component of these bills is unnecessary.

The change to the Annual Electricity Concession comes into effect on 1 July 2012.
Can I submit more than one claim?

If you purchase more LPG or alternative fuel after submitting your claim, you may submit a second claim form. The purchases included on your first claim will be counted towards your second claim. Only two applications will be accepted for the year. As electricity rebates are calculated based on your average spending, no second claim can be accepted for electricity.
Do I need to get my doctor's OK to apply for the medical cooling concession?

Yes. Your doctor needs to complete this form for you.
Do I need to sign and date the form as well?

Yes. Once your doctor has completed the form, you will also need to sign and date the form.
For the electricity transfer fee waiver, what am I entitled to?

When there is a change of occupancy at a property, the electricity transfer fee waiver provides a full waiver of the fee that is normally payable to the electricity retailers.
How do I get the concession on my off-peak electricity bill?

If you have a concession card (Pensioner Concession Card, Health Care Card or DVA Gold Card) you should contact your electricity retailer and provide your card details to them. Your concession will appear on your bill.
How do I get the concession on my supply bill?

If you have a concession card (Pensioner Concession Card, Health Care Card or DVA Gold Card) you should contact your electricity retailer and provide your card details to them. Your concession will appear on your bill.
How many times can I apply for the non-mains energy concession?

There is a limit of one concession per household.
How much will I receive off my energy bills for life support machines?

The amount of the concession is equal to the cost of 1,880 kilowatt hours of electricity usage per annum, divided between your four quarterly bills. If you use a haemodialysis machine, you can also receive a concession off your water bills, equal to the cost of 168 kilolitres of water per annum, divided between your four quarterly bills.
How much is the medical cooling concession?

The concession provides a discount of 17.5 per cent off your electricity costs for a six month period between 1 November and 30 April each year. The concession is given in addition to the Annual Electricity Concession of 17.5 per cent.
I have a Commonwealth Seniors Health Card, do I qualify for the medical cooling concession?

No. Commonwealth Seniors Health Cards, Victorian Seniors Cards, Carer Allowance and Foster Care Health Care Cards and Medicare Cards are not eligible for concessions.
I have a Commonwealth Seniors Health Card, do I qualify for the non-mains energy concession?

No. Commonwealth Seniors Health Cards, Victorian Seniors Cards, Carer Allowance and Foster Care Health Care Cards and Medicare Cards are not eligible for concessions.
I suffer from a condition which affects my ability to regulate my temperature. What are my entitlements?

If you have a condition that impairs the body's ability to regulate its own temperature, you may be eligible for the Medical Cooling Concession. Other qualifying conditions include: motor neurone disease, muscular dystrophy, quadriplegia, scleroderma and systemic lupus erythematosus (SLE).
If I'm connected via mains for gas and electricity, am I eligible?

No. Rebates are not available to customers of mains electricity and mains gas companies/retailers.

Mains concession customers can access the Annual Electricity Concession for mains electricity and for mains gas, customers can access the Winter Energy Concession. Both concessions are available via your energy retailer.
Is the non-mains energy concession available on my holiday home?

No. The concession is only available for your principal place of residence which is listed on your Pensioner Concession Card or Health Care Card.
For the mains winter energy concession, how much of a discount am I entitled to?

The winter energy concession provides a discount of 17.5% off mains gas on bills from 1 May to 31 October of each year.
For the off-peak electricity concession, how much of a discount am I entitled to?

The off peak concession provides a 13% reduction on the off-peak tariff rates on all quarterly electricity bills.
What machines are eligible for a life support machine electricity concession?

Eligible machines are those that consume at least 1,880 kilowatt hours of electricity per annum. For electricity concessions eligible machines are only oxygen concentrator and an intermittent peritoneal dialysis machine. A machine which is eligible for both the electricity and the water concession is the haemodialysis machine.
When could I complete the life support machine concession application form?

If you or someone in your household uses a life support machine, you can complete this form and send it to your electricity and/or water company. This will inform the company of the presence of the machine. You may also be eligible to apply for the life support concession on your electricity and/or water accounts.
When will I receive my non-mains energy rebate?

Please allow four weeks for processing. Payment will be sent out to you by cheque.
Who should I contact if I'm unsure of my entitlement to this concession?

You should contact your electricity retailer (e.g. AGL, TruEnergy, Origin Energy etc).
Why have the changes been made to the Winter Energy Concession for gas?

The Commonwealth Government estimates that the new carbon price will increase gas bills by 9 per cent. In dollar terms this equates to an average of $1.50 per week or $78 per annum.

The winter usage component of a concession card holder’s bill is approximately 80 per cent of gas costs so the increase over winter is $62.40.

Given the Commonwealth Government is on average providing full compensation to households for the impact of the carbon price on energy bills, the concession on that component of these bills is unnecessary.

The change to the Winter Energy Concession for gas comes into effect on 1 July 2012.
How will Clean Energy Future Household Assistance Package payments be managed?

Applications and payments will be managed by Centrelink.
Who can I contact for more information about the Commonwealth Clean Energy Future Household Assistance Package?

Contact the Department of Climate Change and Energy Efficiency on 1800 057 590 for general enquiries about the Assistance Package and Clean Energy Future program.

Visit the Clean Energy Future website at www.cleanenergyfuture.gov.au or for information about assistance for families visit www.cleanenergyfuture.gov.au/household-assistance%e2%80%94families/

Visit the Department of Families, Housing, Community Services and Indigenous Affairs website at www.fahcsia.gov.au/about/benefits/Pages/CleanEnergyFuture%E2%80%93HouseholdAssistancePackage.aspx

Financial & Welfare - frequently asked questions

There are currently no FAQ for this topic

Hardship - frequently asked questions

I'm having trouble paying my bills, can you help me?

If the bills are for water, electricity or gas you should, in the first instance, contact your provider and let them know you want to apply for the Utility Relief Grant Scheme.

Health - frequently asked questions

I have a disability and want to know can I get cheap taxi fares?

If you’re a permanent Victorian resident who has a severe, permanent disability, please contact the Victorian Taxi Directorate on 1800 638 802 for more details.
I just received my concession card, am I eligible for the eye care and glasses concession?

Yes. However, there is a 6 month waiting period for new concession cardholders eg. Pensioner and/or health care card. For further information please visit the Victorian Eye Care Service website.
How do I find a pracititioner?

To find your local practitioner please visit the Federal Government Department of Health and Ageing website.
Where I can get my teeth fixed?

If you have a Pensioner Concession Card or a Health Care Card you should contact DDSV on 1300 360 054 and they’ll let you know where your closest dental clinic is.
I am a pensioner and want to find out what ambulance cover I'm entitled to

If you have a pension card you’re entitled to free ambulance travel within Australia if it’s an emergency or on the recommendation of a doctor. For further details, please contact the Metropolitan Ambulance Service on 9840 3500 or the Rural Ambulance Service on 5338 5000.
I have a Commonwealth Seniors Health Card, do I qualify for the Life Support concession?

No. Commonwealth Seniors Health Cards, Victorian Seniors Cards, Carer Allowance and Foster Care Health Care Cards and Medicare Cards are not eligible for concessions.
Where should I send my form once it is complete?

Please send your form to your electricity retailer or water agency.
What happens if I don't show my Medicare Card or concession card/s when filling a prescription?

If you cannot show your Medicare or concession card to the pharmacist, you may have to pay the full price for your medicine. If this happens ask your pharmacist for an official PBS refund receipt (not just a regular docket). You may be able to get some money back by visiting any Medicare office and present your official PBS refund receipt (not the docket) to a Medicare office. You will need to show your Medicare Card, as well as your concession card. Alternatively, you can the Medicare office on 132 290 or fill in a claim form by downloading the form on the Medicare website.
Where do I send my form to apply for the medical cooling concession?

If you have Multiple Sclerosis, Lymphoedema, Parkinon's Disease, Fibromyalgia, Post-Polio Syndrome or Poliomyelitis: Please send your form to your electricity company. Refer to your electricity bill for contact numbers to your electricity retailer.

Applicants with other qualifying medical conditions please return your completed form to: Department of Human Services, Concessions Unit, GPO Box 4057, Melbourne Vic 3001.
Do I get the full reimbursement amount for patient travel?

No. The Victorian Patient Transport Scheme (VPTAS) provides partial reimbursement to assist with travel and accommodation costs incurred by rural patients and if appropriate, their escorts, when travelling long distances or staying away from home to receive specialist medical treatment. For further information please visit the Department of Health Rural Health website.

Rates & Property - Frequently Asked Questions

What if I can't get to my local council?

You may post your completed form to your local council.
How do I apply?

An application form is available from the State Revenue Office by calling 13 21 61 or via the website.
How do I get the concession on my rates notice?

If you have a concession card (Pensioner Concession Card, or DVA Gold Card issued by Department of Veteran's Affairs to War Widows (WW) or Totally/Permanently Incapacitated (TPI) Veterans) you should complete this form and take it to your local council together with all relevant information including your concession card.
Is the municipal rates concession available on my holiday home?

No. The concession is only available for your principal place of residence which is listed on your Pensioner Concession Card, or DVA Gold Card issued by Department of Veteran's Affairs to war Widows (WW) or Totally/permanently Incapacitated (TPI) Veterans.
Am I able to get a concession on stamp duty?

If you have a Pensioner, Health Care (except Carer Allowance and Foster Care), Commonwealth Seniors Health Card or DVA Gold card you can get an exemption from stamp duty when buying a property up to $330,000 in value, or a partial exemption on properties up to $750,000 in value.

Recreation - frequently asked questions

I have a Health Care Card, can I apply for this concession?

Yes. However, it does depend which council you fall under. You will have to directly contact your local council.

Motor Vehicle & Transport - frequently asked questions

I'm travelling interstate, can I use my concession card to receive a discounted fare on public transport?

Yes. Passengers can use vouchers for interstate travel on these services by paying the appropriate fare from the Victorian border to their interstate destination as well as for any change of class. The passenger must present the pass when booking their ticket at a V/Line station or agen.
I now receive the aged pension and have bought a car registered in my name. How can I apply for a concession on my vehicle registration?

You can apply for a concession on your vehicle registration by completing the registrations concession form available online, by calling VicRoads on 13 11 71 or by attending a VicRoads Customer Service Centre.
How do I receive a discount on public transport?

Present your eligible concession card (Pensioner, Health Care (except Child Disability and Foster Care) and Victorian Seniors cards when purchasing your travel pass to receive the discount.
How do I receive a discount on transport accident commission (TAC) insurance charge?

When paying your car registration fee, present your eligible concession card (Pensioner and gold cards) only to receive the 50% reduction of the TAC charge component of the registration bill.
We have two vehicles in the family, can I claim discounts on both vehicles?

No. There is a limit of one vehicle per concession card.
How do I receive a discount on my car registration fee?

When paying your car registration fee, present your eligible concession card Pensioner, Health Care (except Child Disability and Foster Care) and DVA Gold Card to receive the discount.
How do I apply for a Seniors Sunday Pass?

You must complete a form which is available from the Metlink website, the MetShop, metcard retail outlets and Premium train stations.
Do I need to take my concession card with me on public transport?

Yes. If you are travelling on a concession fare, you must carry your concession card with you and present your ticket and concession card to Authorised Officers, V/Line conductors and Customer Service staff upon request.

Water - frequently asked questions

How do I get a concession on my water bill?

If you have a concession card (Pensioner Concession Card, Health Care Card or DVA Gold Card) you should contact your water business to register to have concessions automatically deducted from your bill or present your concession card when paying your bill.
Is the non-mains water concession available on my holiday home?

No. The concession is only available for your principal place of residence which is listed on your Pensioner Concession Card or Health Care Card.
Where do I send my form to apply for the non-mains water concession?

Please send your form to the Concessions Unit, Department of Human Services, GPO Box 4057, Melbourne Victoria 3001.
I have a Commonwealth Seniors Health Card, do I qualify for the Carted Water and Non-Mains Water concession?

No. Commonwealth Seniors Health Cards, Victorian Seniors Cards, Carer Allowance and Foster Care Health Care Cards and Medicare Cards are not eligible for concessions.
I don't have a receipt, can I still claim?

Yes. A statutory declaration stating the amount spent over the financial year will be accepted.
How much can I claim on non-mains water bill?

Depending on how much is spent on non-mains over a financial year, eligible households can receive up to three rebate payments each year to assist with these water costs.
Non-mains water - I can't pay my bill?

If you cannot pay your water cartage bill due to a temporary financial crisis you may be eligible for one-off assistance through the Non-Mains Utility Relief Grant Scheme (NURGS). For further information please contact the Concessions Unit on 1800 658 521.
When will I receive my water and sewerage rebate?

Please allow four weeks for processing.