In this section we give some general hints about dealing with Centrelink officers. Further information and advice can be found in later chapters in relation to specific issues.
The amount of information you can expect may depend on the level of the Centrelink officer with whom you are dealing. Call Centre operators will only have information about your client which is available on their computer. The officer at the local Centrelink office will have access to your client’s actual file.
Be firm but polite: When dealing with Centrelink officers it is important to be firm but polite. Some officers tend to be rather abrupt or unhelpful at the outset but become more cooperative if you pursue your requests calmly and reasonably.
Be persistent and confident: Many officers give very brief or vague responses. This may arise from a number of causes, including inexperience, workload, and complexity of the law. Often you will need to ask similar questions several times, or to keep asking for further details and reasons, in order to get a reasonably clear explanation. Don’t be worried that you may sound ignorant or slow, it is essential that you keep asking until you fully understand the position.
If you are dealing with a Call Centre officer and it is clear that the enquiry cannot be dealt with by them, you should ask to be put through to the appropriate officer at the local Centrelink office.
Sometimes officers are reluctant to get your client’s actual file in order to answer your questions in detail. You should insist politely that they do so rather than rely only on the basic information that they can “call up” on their computer screen. If they can’t find it, you should persist in getting them to track it down within a reasonable time (say, the next 24 hours). If they say it is in another office, get them to tell you precisely who has the file.
When an officer says that he or she can’t help you, ask them the reasons. Then ask who can help you, and when and how you can contact them.
Seek specific details: You should press officers for precise details from the file (eg dates, rates of payment made, and methods of calculation used) rather than vague assertions. You can also ask them to send you the details in writing.
When an officer makes a statement about the law, or about Centrelink policies and practices, you should ask for specific details (eg the relevant section of the particular piece of Social Security legislation or the relevant paragraph in the Guide to the Administration of the Act). Where necessary, ask for a photocopy of the material.
Get copies of relevant documents: Ask for copies of relevant documents on the Centrelink file to be sent to you. These documents may range from formal reports (eg by a doctor) to handwritten notes showing how an officer calculated the payment to be made to your client.
If they are your client’s own documents, Centrelink should give them to you. This applies, for example, to letters or other documents sent to Centrelink by your client or forms filled out by your client.
If they are Centrelink documents, the officer may be reluctant to disclose them unless you apply formally under the Freedom of Information Act (see Chapter 5). However, some of the papers on the client’s file may be released without the need to lodge a request under Freedom of Information laws.
Get specific promises about follow-up: Where you want an officer to take further action, get a clear agreement about what is to be done and when it will be completed. Say you will ring back if you have not heard from them by a specified time. It is also advisable to obtain the name of the Centrelink officer you are dealing with and their direct telephone number.
Go elsewhere if necessary: If you believe an officer won’t tell you the full details of the case or doesn’t seem to understand the file, don’t hesitate to ask for the Section Manager of their section.
If you still can’t get a clear explanation, there are alternatives including contacting the Migrant Liaison Officer or Indigenous Services Officer (if the office has one), the Customer Relations Complaints line, the Customer Service Centre Manager or an Authorised Review Officer. Alternatively, the Customer Service Centre social worker may be able to offer assistance or contribute to the decision-making process.
Take time to think and consult: Having obtained some information from Centrelink, you can tell the officer that you will consult your client and ring back later. This gives you time to think and consult about what further information should be requested and what proposals or arguments should be put to Centrelink. Make sure you get the officer’s name before finishing the call.
Keep full records: Record in your file all dealings with Centrelink. Always ask for the name and position of any Centrelink officer to whom you speak and their direct telephone number. Explain that you need to know who to ask for if you call back.
You should also record what the Centrelink officer said, what action they said they would undertake and by when, the date of the conversation and if they are to call back, the time they are to do so.
If they refuse to give their full name, you should ask them at least to give their first name and their position. The position may be identified by a letter and number which you can quote when calling back. Where they refuse to give even their position, complain to the Section Manager or the Regional Manager.
It is often wise to confirm in writing an oral communication with Centrelink. This applies especially to notifications of information on behalf of your client (eg an increase in income), requests for a decision to be reviewed, and important statements by a Centrelink officer (eg that your client’s claim has been granted).
