The partnership between FCVic and Social Security Rights Victoria (SSRV), the Integrated Services Project (ISP), aims to improve client outcomes through financial counsellors and social security lawyers working together more effectively.
Welcome to 2025!
We hope you all had a well-deserved, restful, and relaxing break. We look forward to working alongside you to support clients with their social security issues in the new year.
This month, we are focusing on the formal internal complaints process within Centrelink, which is separate from the formal internal review process. In our practice, the most common reason for complaints made to Centrelink is delays in decision-making—for example, delays in processing applications for payments.
Supporting Clients to Lodge Complaints with Centrelink: A Guide for Financial Counsellors
As financial counsellors, part of your role is to ensure that your clients receive fair treatment from government agencies, including Centrelink. Navigating Centrelink’s complexities can be overwhelming, particularly when clients feel their concerns are not being addressed. When this happens, it is important for clients to understand how to lodge a formal complaint and what steps to take if they are unsatisfied with the response. The formal complaints process is separate from the formal review process.
Here’s how you can guide clients through the process of lodging a complaint with Centrelink and the next steps if further action is required.
1. Lodging a Complaint with Centrelink
Clients can submit complaints through several methods:
- Online: Clients can lodge a complaint via their myGov account. This is the fastest and most straightforward option, particularly for those comfortable using the platform.
- Phone: Clients can call Centrelink’s complaints line on 132 850. It’s helpful to note any reference numbers provided during the call for follow-up.
- In person: Clients can visit a Centrelink service centre if they prefer face-to-face communication. This may be more suitable for clients who struggle with digital services or need more detailed assistance.
- Mail: Clients can submit a written complaint, detailing their issue. Centrelink’s complaints mailing address is available on their website. It is crucial to include all relevant documentation to assist with resolving the complaint.
2. What to Include in the Complaint
When assisting clients in preparing their complaint, ensure they provide:
- A clear description of the issue (e.g., delays in Centrelink’s decision-making).
- Steps they have already taken to resolve the issue (e.g., phone calls made, documents submitted).
- Any supporting evidence (e.g., letters, emails, or transaction records).
- A statement of the outcome they are seeking.
A concise and well-documented complaint increases the likelihood of a quicker resolution.
3. Next Steps if Unsatisfied with the Outcome
Centrelink aims to respond to formal complaints within ten business days. If Centrelink does not respond within this timeframe, or if the client is dissatisfied with the response, they can escalate their complaint.
A. Contact the Commonwealth Ombudsman
If Centrelink’s internal complaints process does not result in a satisfactory resolution, the Commonwealth Ombudsman is the next point of contact. The Ombudsman is an independent body that investigates complaints about government agencies, including Centrelink.
To lodge a complaint with the Commonwealth Ombudsman:
- Online: Clients can submit a complaint via the Ombudsman’s website.
- Phone: Clients can call 1300 362 072 to speak with someone directly.
- Mail: Complaints can also be submitted in writing. The Ombudsman’s mailing address is available on their website.
It’s important for clients to understand that the Ombudsman’s role is to review how Centrelink handled the complaint rather than directly resolve the issue. The Ombudsman will assess whether Centrelink followed correct procedures and treated the client fairly.
4. How Financial Counsellors Can Help
As a financial counsellor, your role can be pivotal in ensuring your clients are not left feeling helpless when dealing with Centrelink. You can provide valuable support by:
- Helping clients understand their rights and the complaints process.
- Ensuring clients have all necessary documentation ready before lodging a complaint.
- Assisting clients with communication, especially if they face language or literacy barriers.
- Offering emotional support and reassurance throughout the process.
- Directing clients to relevant resources, including legal aid or advocacy services, if required.
Final Thoughts
Navigating Centrelink’s complaints process can be challenging, but with your guidance, clients can feel empowered to raise issues and seek appropriate resolutions. Always remind clients that their voice matters and that systems are in place to ensure they are treated fairly.
Keep in touch
We are active on the FCVic ‘Government Services Network’, where financial counsellors, community advocates, and social security lawyers meet to discuss policy concerns, trends in casework, and challenges/successful outcomes. You can join through the FCVic members’ portal or by emailing [email protected].
SSRV produces a regular newsletter. If you aren’t already receiving it, you can subscribe using the link at the bottom of our website. We regularly post news and other updates. You can also follow us on Facebook.
Website: https://www.ssrv.org.au/
Facebook: https://www.facebook.com/SSRVlaw
Email: [email protected]
General Enquiries: 03 9481 0299
Worker Help Line: 03 9481 0655