The Integrated Services Project (‘ISP’) is a partnership between FCVic and Social Security Rights Victoria (SSRV), to improve client outcomes through financial counsellors and social security lawyers working together. Our Worker Help Line service is open for your calls Monday to Friday on 03 9481 0655.
Supporting your clients to manage their own Centrelink accounts and interactions can reduce the likelihood of debts and ensure that they are accessing their entitlements.
Applications, Eligibility, and Obligations
Most Centrelink payments are means-tested and have residency requirements. It is important to remind clients that if they are receiving Centrelink payments, they are obliged to update Centrelink of any changes in their circumstances within 14 days. This includes any changes in their address, whether they are partnered or single, any change in their dependants’ circumstances, any income from work or other sources, and any changes in their residency status.
Use the Services Australia Payment Finder to check your eligibility for payments and remind clients to check the back of their Centrelink notices to confirm their obligations. For clients who don’t speak or read English, ensure they have read through their obligations with an interpreter.
The easiest and fastest way to submit applications and supporting documents is via the Centrelink app or through myGov. If a client cannot access online services, you can support them to learn how. Local community hubs can provide one-on-one help to set up myGov profiles or link Centrelink accounts, and digital coaching support is also available from Centrelink.
Book a Centrelink digital coaching appointment – Accessing our services – Services Australia. Centrelink offices also have computers available for public use so that clients can make applications or upload supporting documentation.
Contacting Centrelink
Make sure you are using the right phone number. Centrelink has different phone numbers for different services, including, for example, a general line, debt line, and Older Australians. You can view all Centrelink phone numbers online.
It is recommended to call first thing in the morning, as this is usually when the waiting period is the shortest. Remind clients to have their Customer Reference Number (CRN) on hand.
If clients visit a Centrelink office in person, there may not be a record of their visit, so we recommend they call if possible. The call will be recorded, and your client can ask for a reference number for the call.
If your client uploads documents or forms successfully, they will be offered a reference number. If no reference number has been provided, then the upload may not have been successful.
Keeping records of contacts with Centrelink can help if there are issues with the information your client has provided, especially if it results in a debt or penalty. You or your client can request a transcript or a copy of a recorded phone call by submitting a Freedom of Information (FOI) request.
Centrelink Social Workers
Dealing with Centrelink can be stressful. If your client wants support accessing and navigating services, you can contact a Centrelink social worker. They can also ask to speak to a social worker when they phone Centrelink or attend a Centrelink office.
Complaints
Remind your clients that they can submit complaints to Centrelink if an officer is rude or unhelpful. Complaints and feedback – Accessing our services – Services Australia. If your client is not happy with the outcome of their complaint, you can take it further to the Commonwealth Ombudsman on 1300 362 072.
Need more information? Social Security Rights Victoria (SSRV) is available on the ASSIST line for your Centrelink questions and queries: assisthelpline.org.au. Call us on 1800 379 604 between 10:00am and 4:00pm. Also, our website, Social Security Rights Victoria, has factsheets and self-help tools such as DSP Help.