Rules about the scheme

When you join the Northern Territory (NT) Concession Scheme, you have certain rights and responsibilities.

Your rights

You have the right to:

  • access payments, when eligible
  • receive quality customer service
  • be treated with courtesy, dignity and respect
  • be informed about the schemes
  • keep your privacy and personal information confidential
  • provide feedback and make a complaint.

Your responsibilities

You must:

  • tell us if:
    • your circumstances change and you are no longer eligible for the scheme
    • you have been overpaid or underpaid
  • treat staff, member assist agents and other members with courtesy, dignity and respect
  • provide us with all the information needed to assist you
  • stay informed about changes to the scheme
  • be fair and honest when making complaints and help us resolve the issue.


When you provide personal information to us, you are protected under the NT Information Act 2002.

To find out more about privacy and protection, go to the NT Information Commissioner’s website.

When you contact us

When you contact us, you will need to confirm your identity.

You will be asked security questions before you can access personal information.

If you choose someone to act on your behalf, their identity will be checked before information is released.

Consumer rights and business code of practice

When you buy products or services, they come with automatic consumer guarantees set out under the law.

When shopping around you have the right to:

  • ask for what you want
  • take your time
  • ask questions
  • be treated fairly
  • receive accurate information.

If you have a complaint about a business where you bought a product or service using your card, you should talk to the business first.

For more information and advice, go to the NT Consumer Affairs website or call 1800 019 319.

To ensure your rights are protected, businesses must follow the approved business code of practice. This applies to both schemes.

If a business has breached the code, contact us.

Report fraud

You should report any suspicion of fraud.

Elder abuse

If you feel someone is taking advantage of you, call ELDERHelp on 1800 353 374 for support and advice.

Last updated: 15 June 2020

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