The claim assessment process

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How Fair Entitlement Guarantee claims are assessed

Claims assessed under the Fair Entitlements Guarantee Act 2012 (FEG Act) follow a set process:

Initial check

The Department of Employment and Workplace Relations (the department) first confirms your claim is effective and that you are eligible. This means:

  • Your claim is lodged within 12 months of your job ending or the insolvency event.
  • All required documents and information are provided.
  • You meet the eligibility criteria under the FEG Act (for example, you were an Australian citizen or permanent resident when your job ended).
  • Your claim relates to unpaid entitlements covered by the Fair Entitlements Guarantee (FEG).

Information gathering

The department collects details from you, your former employer, and the insolvency practitioner to confirm your eligibility and calculate your entitlements.

Assessment

The department calculates your unpaid entitlements based on your employment terms. When doing this, it will consider:

  • Maximum Weekly Wage: FEG payments are capped at $2,921 (1 July 2025 to 30 June 2026). If you earned more, the department will use the cap.
  • Debts to employer: If you owe money to your former employer, your payment may be reduced.
  • Expected payment: If the insolvency practitioner expects to pay your entitlements in full within 112 days of your claim or the insolvency event, FEG may not apply.

Decision:

After a departmental officer has made a decision on your claim, the department will send you a written decision explaining:

  • The outcome
  • The reasons
  • Your review rights

Timeframes for assessing a FEG claim

The department aims to process claims within 14 weeks of receiving an effective claim. However, some things can slow this down:

  • Missing information or documents: If your claim form is incomplete, the department can’t process it until you provide what’s needed.
  • Poor company records: If the employer’s records are incomplete or inaccurate, it can take longer to confirm your entitlements.
  • Complex employment arrangements: Complicated work conditions may require extra checks.
  • Requests for clarification: If the department needs more details from you or the insolvency practitioner, the processing of your claim will pause until it gets them. You can help by responding quickly and letting the department know if your contact details change.
  • High demand: During busy periods, claims may take longer.

Checking the progress of your claim

You can track your claim in these ways:

FEG Online Services

  • After you register and log in to FEG Online Services, you can:
    • See your claim status.
    • Read letters and messages from the department.
    • Upload extra documents if the department asks for them.
    • Update details like your bank account, Tax File Number (TFN), or agent information.

Paper-based claims

  • If you lodged a paper claim, you can still register for FEG Online Services to monitor your claim and get updates.
  • Or you can contact us:
    • Call the FEG Hotline on 1300 135 040 (Monday–Friday, 9 am to 5 pm Canberra time, excluding ACT and national public holidays).
    • Send an email to FEG@dewr.gov.au.

Tip: Have your claim reference number ready. It helps us find your claim faster.

Making FEG payments

After the department makes a decision on your claim:

  • It will calculate your payment and deduct any tax or other legal amounts (for example, child support garnish).
  • The payment is sent directly to your nominated bank account within 2 business days.
  • A Pay as You Go (PAYG) payment summary will be emailed to you within 2 business days.

If you can’t provide bank details, or do not receive your PAYG payment summary within 2 business days of your claim being approved, contact the FEG Hotline:

FEG payments and tax

The department must withhold tax under the Taxation Administration Act 1953. How much tax is taken depends on the type of entitlement and whether you provide your TFN. Further information can be found in the How is tax withheld under FEG factsheet.

Understanding the claim decision

How to get clarification or ask for a review of your FEG decision