[Pete Timmins]

Hello fellow Revenue Professionals,

I would appreciate it if you would send me a copy of the letter your council sends out, after writing back a pensioner concession, due to the pensioner now being deceased. We have had a complaint about the wording of our letter and would be interested to see others.

My email address is peter.timmins@shoalhaven.nsw.gov.au

Thanks
Pete

[Matthew Saunders]

Hi Pete,

I have emailed you a copy but I thought I would add the info here to for the benefit of others as well.

This is the wording of our letter. Our old letter was reviewed as we received complaints about it as well and this is what our Communications Team came up with:

Dear Sir/Madam,

We have been advised by Centrelink and/or the Department of Veterans’ Affairs that your eligibility for the pension rebate on your Council rates has ceased. As a result of this information your future rates notices will be issued without the pension rebate.

We understand that there may be a number of reasons for the change in your eligibility to receive a rebate and that you may be receiving this letter at a difficult time.

If you believe that you are, or still should be entitled to a rebate please contact either Centrelink or the Department of Veterans’ Affairs to discuss your concerns.

Please do not hesitate to contact Council on XXXXX if we can be of any assistance.

Kind regards,

Matthew
Penrith City Council

[Andrew Butcher]

Hi Peter and Matt

We do similar to Penrith, here is a copy of our letter, if anyone wants it I am happy to email or add to this post. We use Pathway Customer requests to record phone applications and to collect on-line data. Requests are linked to the property and complies with the OLG electronic/phone application forms.

I refer to your Pension Rebate Concession on land rates and charges and wish to advise that our records need to be updated as part of our annual audit requirements.

Your concession rebate for 2022-2023 will not be affected however without updated details changes may occur from 1 July 2023.

We acknowledge that this is an inconvenience and in response we have set up an online and an over the phone service to collect the information needed.

To update your information;
1. Online – go to campbelltown.nsw.gov.au, click on Apply for it, scroll down to Rates and select Pensioner Concession Rates Rebate Application and have your Pensioner Concession Card handy.
2. Phone – 4645 4935 and have your Pensioner Concession Card handy. If this property is owned jointly with other pensioners could they be available at the time of your call.
3. In person – by visiting our Customer Service Centre at 91 Queen St Campbelltown – please bring your Pensioner Concession Card with you

If you have any questions or need further information please do not hesitate to contact our Revenue Team on 4645 4935.

Hope this is helpful.

Regards,
Andrew

[Andrea Dolan]

Hi Pete

At CBCity, we don’t write to deceased accounts through validation. We do code the accounts though, so that the following notation is added to the next year’s rates notice – “Centrelink has instructed Council that the pensioner is no longer eligible. No rebate has granted for this year. A new pension rebate application is required, if applicable”.

The only time we write to anyone regarding a deceased pension writeback is when we have been notified by a family member or solicitor. We haven’t had any adverse feedback regarding the wording on our letters either.

Andrea

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