Gold Senior/Pensioner Opal

card for asylum seekers

S

Frequently asked questions

For designated agency staff
December 2015
Information for designated agencies
1.

How does a designated agency know an asylum seeker customer is eligible for a
Gold Senior/ Pensioner Opal Card?
To be eligible, the applicant/s must be receiving support from the agency on the basis that
they are seeking asylum or intending to seek asylum.
Support from the agency can include assistance with completing the application for a Gold
Senior/Pensioner Opal card and a Concession Entitlement Card.
The application form is available at transportnsw.info/asylum-seekers

2.

How does a designated agency certify a customer?

Certification is undertaken on the application form. To certify a customer as eligible, the
designated agency representative should:
Review Section B applicant details are correct (cross out any unused applicant
spaces)
Review Section G and ensure that each applicant has signed and dated the
application form
Complete Section E and apply the designated agency stamp that was agreed
between Transport for NSW and the designated agency.
This helps the Transport for NSW processing team to verify eligibility.

3.

How can a designated agency be appointed to act on behalf of an asylum seeker

customer?
To appoint the designated agency to communicate with Transport for NSW on behalf a
customer, Section C of the application form must be completed by selecting Yes, and
entering the name of the designated agency in the space provided.
This appointment will be on behalf of all applicants included on the application form.

4.

How can a designated agency be authorised to receive communications and

documents on behalf of a customer?
For a designated agency to receive communication and documents on behalf of a
customer, the customer or representative has to:
Complete Section C of the application form, with the details of the designated
agency
Select that the authorised recipient or designated agency should receive the
communications in Section D of the application form.
This authorisation will apply to communication and documents on behalf of all customers
included on the application form.

5.

What information does the agency need to provide to speak to a Transport

customer representative?
To speak to a Transport customer representative on behalf of an asylum seeker customer,
agencies will need the following information:
Customer first name and last name
Customer date of birth
Details of application:
o If accepted concession identification number (located in the welcome letter
or on the Concession Entitlement Card)
o If declined date of letter
Section C of the application form completed stating that the agency is the
representative of the customer.

6.

Can the asylum seeker's Opal card be linked to a designated agency bank
account?
Yes.

The designated agency must create an Opal account by going to opal.com.au and
clicking Get An Opal Card. They should only complete the sections to create a
customer profile.
Once customers receive their Opal cards, the agency should visit opal.com.au or
call 13 67 25 (13 OPAL) to register them.
Once they are registered the designated agency can then add customer Opal cards
to their account and manage them as required.

Application
7.

How do asylum seeker customers apply for a Gold Senior/Pensioner Opal card?
To apply for a Gold Senior/Pensioner Opal card, eligible asylum seekers should visit
transportnsw.info/asylum-seekers to download an application form.
Customers will need to:
1) download, print and complete the application form.
2) attach a copy (either photocopy or scan) of each applicants proof of entitlement.
This could be one of the following:
A current Australian Government Immicard that is either an Evidence of
Immigration Immicard or a Residence Determination Immicard
A document issued by the Department of Immigration and Border Protection
acknowledging receipt of an application for asylum that is less than 12
months old
If the applicant does not have either of the above, they need to be certified by a
designated asylum seeker agency.
3) post the completed application form and copy of their proof of entitlement to:
Transport for NSW, Locked Bag 5085, Parramatta NSW 2124 or email it to
concessions@transport.nsw.gov.au
Only asylum seekers who reside in NSW are eligible to apply for a Gold Senior/Pensioner
Opal card and a Concession Entitlement Card.

8.

What is a designated agency?

A designated agency is a not-for-profit organisation that provides aid or support to
refugees, specifically one of the following organisations:
Asylum Seekers Centre
Refugee Support Service, St Vincent de Paul Society
Jesuit Refugee Service
Settlement Services International
House of Welcome

9.

NSW Service for the Treatment and Rehabilitation of Torture and Trauma
Survivors (STARTTS)
Australian Red Cross
Marist Youth Care
Life Without Barriers

Does it cost anything to apply for a Gold Senior/Pensioner Opal card?

No, there is no cost to apply. However, customers will need to add value to travel with a
Gold Senior/Pensioner Opal card.

10.

What is the minimum top ups amount?

Gold Senior/Pensioner Opal cards can be topped up with as little as $2.50 at an Opal
retailer, Transport Shop or Service NSW Centre, $5 at an Opal top up machine or
$10 online at opal.com.au or by phone at 13 67 25 (13 OPAL).

11.

Do asylum seekers need to complete a separate application form for each

member of their family?
No. A family of up to eight people can apply using a single application form. When
submitting an application, the family must include a copy of each persons proof of
entitlement.
Each family member will receive their own Opal card and a Concession Entitlement Card.
The cards will be sent to each person in separate envelopes.
Families with more than eight members will need to submit an additional application form.

12.

What is a Concession Entitlement Card?

A Concession Entitlement Card is a new Transport for NSW card that certain customers
including asylum seekers, must use to prove their eligibility for travel concessions. Asylum
seekers can be fined if they are not carrying the Concession Entitlement Card.

Figure 1: The Concession Entitlement Card, front and back.

13.

How do asylum seekers apply for a Concession Entitlement Card?

The same form is used to apply for Gold Senior/Pensioner Opal cards and Concession
Entitlement Cards. That means customers only need to complete one form for both cards.

14.

What cards do asylum seekers receive if their application is successful?

Asylum seekers will receive a Gold Senior/Pensioner Opal card and a Concession
Entitlement Card if their application is successful. The two cards will arrive in
separate envelopes.

15.

How long is a Gold Senior/Pensioner Opal card valid for asylum seekers?
The Gold Senior/Pensioner Opal card for asylum seekers is valid for 12 months from the
date of issue.

16.

How long is a Concession Entitlement Card valid for asylum seekers?

The Concession Entitlement Card for asylum seekers is valid for 12 months from the date
of issue.

17.

Can the Gold Senior/Pensioner Opal card be extended or renewed?

No, the one year expiry cannot be extended. Customers can however apply for a
new Gold Senior/Pensioner Opal card. There is no charge for applying for a Gold
Senior/Pensioner Opal card and having it delivered to a NSW address.
To transfer the balance from an expired card to another Opal card the customer must
call 13 67 25 (13 OPAL). To transfer the balance to another card, the Opal card must
be registered.

18.

Can the Concession Entitlement Card be extended or renewed?

No, the one year expiry cannot be extended. Customers can however apply for a
new Concession Entitlement Card. There is no charge for applying for a Concession
Entitlement Card and having it delivered to a NSW address.

19.

Can a person act on behalf of the applicant(s)?

Yes. Customers can appoint an authorised recipient that is not a member of their
family, who they authorise to receive communications and documents from Transport
for NSW. The representative can assist with matters arising from the customers
application including all family members listed on the form.
Transport for NSW cannot discuss matters or send any documents relating to the
application with the authorised recipient or designated agency unless the customer
has provided Transport for NSW with consent for the authorised recipient or
designated agency to act on their behalf.

20.

How can an asylum seeker (or their representative) get information about the
status of their application?
Asylum seekers (or their representative) can contact 131 500 for information about the
status of their application for a Concession Entitlement Card and Gold Senior/Pensioner
Opal card.
The customer or their representative will need to provide the first name, last name, date of
birth and the date the application form was completed.

21.

Will asylum seekers be notified if their application is successful?

Asylum seekers will receive their Gold Senior/Pensioner Opal card and Concession
Entitlement Card posted to their nominated address if their application is successful.
If they have nominated an email address in their application, they will also receive an email
advising that their application was successful.

22.

Will asylum seekers be notified if their application is unsuccessful?

Yes, asylum seekers (or their representative) will be notified by post that their application is
unsuccessful. If they have nominated an email address in their application, they will also
receive an email advising that their application was unsuccessful.

23.

Can asylum seekers register their Gold Senior/Pensioner Opal card?

Yes, asylum seekers can register their Gold Senior/Pensioner Opal card by going online at
opal.com.au or by calling 13 67 25 (13 OPAL).

To register a card, customers need to set up a customer profile and link the card to the
profile. The benefits of registering a card:

24.

If a registered Opal card is damaged, lost or stolen, the balance is protected and
transferred to another Opal card
The customer can elect to receive email or SMS notifications, such as when their
Gold Senior/Pensioner Opal card is about to expire

What email or SMS notifications will a customer receive when their entitlement
has expired?
Customers who have elected to receive notifications on their registered Opal card will
receive up to three notifications.

The first notification will advise them that their Gold Senior/Pensioner Opal card will
be blocked and stop working within 14 days.
The second notification is sent on the day their Opal card is being blocked
reminding the customer that the card will be blocked and no longer valid for travel
from that time.
The third notification is sent to confirm that the Opal card has been blocked.

Fulfilment
25.

How long does it take for the customer to get their Gold Senior/Pensioner Opal
card and Concession Entitlement Card?
Eligible applicants will receive their Gold Senior/Pensioner Opal card and
Concession Entitlement Card about two weeks after sending in their application.

26.

Why is there only one card in each customers fulfilment pack?

While the application form may contain up to eight applicants, each individual
applicant will receive their Gold Senior/Pensioner Opal card and Concession
Entitlement Card separately.
Each applicant will receive two envelopes: one containing their Gold
Senior/Pensioner Opal Card and another containing their Concession Entitlement
Card.
The cards are mailed separately for security.

27.

Where will the Gold Senior/Pensioner Opal card and Concession Entitlement
Card be mailed to?
Both cards will be mailed to the address nominated in the application form. If the
customer has appointed a representative, they may request cards to be mailed to the
representatives address (for example, a designated agencys address). The
nominated address must be in NSW as only asylum seekers who reside in NSW are
eligible to apply for a Gold Senior/Pensioner Opal card and a Concession Entitlement
Card.

28.

What customer information is printed on the Gold Senior/Pensioner Opal card

and the Concession Entitlement Card?
The Gold Senior/Pensioner Opal card does not have any personalised details printed on it.
The Concession Entitlement Card has these details printed on the back:
customers name
travel concession

concession identification number (PAS)

card identification number
expiry date.

The customer cannot be identified as an asylum seeker by this information.

29.

Is the asylum seeker Gold Senior/Pensioner Opal card registered before it is sent
to the customer?
No. Customers are encouraged to register their Opal card by going online at opal.com.au
or calling 13 67 25 (13 OPAL) as soon as they receive it in the mail. If they do not register
their card they will lose any value if the card is lost or stolen.

Fares
30.

What fares are Gold Senior/Pensioner Opal card customers entitled to?
Gold Senior/Pensioner Opal card fares are half that of Adult Opal card fares and
fares are capped daily at $2.50. The $2.50 Daily Travel Cap does not include the
Sydney Airport station access fee.
When travelling outside of the Opal network, customers must show their NSW Transport
Concession Entitlement Card to purchase concession tickets, including the $2.50 Country
Pensioner Excursion Ticket, the $2.50 Regional Excursion Daily ticket on local buses in
regional areas or half-fare concession tickets.

31.

What is the minimum balance a customer can have on a Gold Senior/Pensioner

Opal card to be able to use it?
If a customer has $2.50 on their Gold Senior/Pensioner Opal card they can tap onto any
mode of transport. If their journey exceeds this amount, for example, if they go to the airport
and are charged the additional Sydney Airport Station Access Fee, they will be required to
have sufficient value on the card to cover this.
If a customer has selected auto top up via their credit card they will always be ready to go,
as Opal will automatically top up their account when required.

32.

Does the Gold Senior/Pensioner Opal provide discounted access to Sydney

Airport stations?
Yes, customers will get a concession on the Sydney Airport station access fee. Visit
transportnsw.info for more information about fares.

Travelling with Opal

33.

Where can the Gold Senior/Pensioner Opal card be used?

The Gold Senior/Pensioner Opal card can be used on all public transport services in
Sydney, the Blue Mountains, Central Coast, the Hunter, Illawarra and Southern Highlands.

34.

Can customers use the Gold Senior/Pensioner Opal card on Manly Fast Ferry or
Sydney Fast Ferry services?
No, the Gold Senior/Pensioner Opal card cant be used on these private ferry services.
Customers can purchase the appropriate ticket for these services.
The Gold Senior/Pensioner Opal card can be used on all Sydney Ferries services and the
Newcastle-Stockton ferry service.

35.

Do customers have to tap on and tap off when travelling with the Gold
Senior/Pensioner Opal card?
Gold Senior/Pensioner Opal card holders should tap on with their Opal card on the Opal
card readers at train stations, ferry wharves, light rail stops and on buses to begin their
journey and tap off at the end of their journey. This allows the system to automatically
deduct the correct fare from their card.
Asylum seeker customers must always carry their Concession Entitlement Card when
travelling or fines may apply.

36.

Do customers have to tap on and tap off if they are changing between trains,
buses, ferries or light rail?
Yes, customers need to tap off before changing modes. They should tap on and off for
every trip they make except if they can transfer without going beyond the ticket barriers (for
example if theyre changing trains at Town Hall or changing ferries on the same wharf).

37.

What happens if a customer forgets to tap on or tap off?

If a customer forgets to tap on or off, a default fare is charged, which is the maximum
applicable fare depending on the service they are travelling on. For Gold Senior/Pensioner
Opal card holders it wont be higher than the $2.50 daily cap.
A default fare affects how the Daily Travel Cap is calculated and what journeys contribute to
the Weekly Travel Reward.

38.

What should customers do if their Gold Senior/Pensioner Opal card is damaged,

lost or stolen?
If a customers Opal card is damaged, lost or stolen, they should report it by visiting
opal.com.au or calling 13 67 25 (13 OPAL).
The current Opal card will be blocked and a replacement Opal card will be sent out, usually
within 5-7 working days (a fee may apply). While waiting for a replacement Opal card to
arrive, customers can continue to travel by using concession paper tickets.
To transfer the balance from a lost or stolen card to another Opal card the customer
must call 13 67 25 (13 OPAL). To transfer balance to another card, the Opal card
must be registered.

39.

What should customers do if their Concession Entitlement Card is damaged, lost

or stolen?
If a customers Concession Entitlement Card is damaged, lost or stolen, they should report
it by calling 131 500.
A replacement Concession Entitlement card can be sent out within 5-7 working days (a fee
may apply). While waiting for a replacement Concession Entitlement Card to arrive,
customers can continue to travel by using an Adult Opal card, or Adult single tickets.

40.

Can a customer get a refund on their Gold Senior/Pensioner Opal card?

To get a refund, customers must apply within 90 days of their card expiring, as per the Opal
Refund and Balance Transfer Policy. They can simply complete and return a refund form or
call 13 67 25 (13 OPAL). A copy of the refund form is available at
https://www.opal.com.au/en/opal-fares/opal_refunds/

41.

Does value on an Opal card expire?

If a customer receives a new Opal card, registers it and puts value on it, they will need to
present it to a card reader within 60 days, otherwise the balance will simply be reversed
and credited back to their nominated credit or debit card.
Gold Senior/Pensioner Opal cards for asylum seekers will expire 12 months after they
receive the card. Once expired, they will not be able to travel using that Opal card, even if
there is still value on the card.

42.

How will a customers personal information be managed?

Transport for NSW is committed to protecting the privacy of personal information in
accordance with the Privacy and Personal Information Protection Act 1998 (NSW) and the
Health Records and Information Privacy Act 2002 (NSW). Our Privacy Management Plan is
available at transport.nsw.gov.au/about/privacy. For information about how personal
information is collected, used and disclosed in the Opal ticketing system, read the Opal
Privacy Policy, available at: opal.com.au/en/footer/privacy. Transport for NSW will keep
your information at 18 Lee Street, Chippendale, NSW 2008. Customers can ask to access
or amend their personal information held by us at any time during business hours, by
contacting Transport for NSW at: privacy@transport.nsw.gov.au or Locked Bag 5085
Parramatta NSW 2124.

43.

Will transport staff be able to check Gold Senior/Pensioner Opal cards?

Yes, Revenue Protection Officers and NSW Police Officers can check journey information
using a portable Opal card reader. Customers can be fined if they dont tap on and tap off
correctly and are not carrying their Concession Entitlement Card.

44.

Can customers check the history of the trips they have made with their Opal
card?
If customers register their cards they can go online at opal.com.au to check a record of
their recent travel. Customers can also call Opal Customer Care on 13 67 25 (13 OPAL)
and a representative can tell customers the last ten trips they have made.
To register a Gold Senior/Pensioner Opal card customers can go online at opal.com.au or
call 13 67 25 (13 OPAL).

Questions?
Contact:

Opal Customer Care on 13 67 25 (13 OPAL)