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No significant increase in debt review requests, says Centrelink No significant increase in debt review requests, says Centrelink
(35 minutes later)
Centrelink has maintained it is not seeing any significant increase in requests to review debts generated by its controversial automated recovery system, directly contradicting the claims of its own staff.Centrelink has maintained it is not seeing any significant increase in requests to review debts generated by its controversial automated recovery system, directly contradicting the claims of its own staff.
Despite the continued criticism of the system, the Department of Human Services said the number of requests for formal review had not increased dramatically.Despite the continued criticism of the system, the Department of Human Services said the number of requests for formal review had not increased dramatically.
“Overall, we have not seen a significant increase in the number of requests for a formal review of decision as a result of this activity,” said the department general manager Hank Jongen. “Overall, we have not seen a significant increase in the number of requests for a formal review of decision as a result of this activity,” said the department general manager, Hank Jongen.
But the claim sits in stark contrast to the allegations of Centrelink staff.But the claim sits in stark contrast to the allegations of Centrelink staff.
A Centrelink compliance officer told Guardian Australia that the department’s claim was misleading. A Centrelink compliance officer told Guardian Australia that the department’s claim was misleading. “There’s definitely been an increase in requests for reviews but I think they’re getting away with it because they are calling the first review a ‘reassessment’ as it is usually completed online by the customer,” the source said.
“There’s definitely been an increase in requests for reviews but I think they’re getting away with it because they are calling the first review a ‘reassessment’ as it is usually completed online by the customer,” the source said. “The second one is also called a reassessment and is manual, this usually fixes the issues of [employer] duplication or limiting dates. Only after that do we put in an appeals request.”
“The second one is also called a reassessment and is manual, this usually fixes the issues of [employer] duplication or limiting dates.
“Only after that do we put in an appeals request.”
The compliance officer said that was likely allowing the government to maintain that the number of formal reviews of decisions were staying low.The compliance officer said that was likely allowing the government to maintain that the number of formal reviews of decisions were staying low.
“We’re still having most, if not all, the original issues we were before and are constantly reminded that the system is not new and will not be removed,” the source said.“We’re still having most, if not all, the original issues we were before and are constantly reminded that the system is not new and will not be removed,” the source said.
The Community and Public Sector Union released staff feedback this week alleging that appeals were at record levels. The Community and Public Sector Union released staff feedback this week alleging that appeals were at record levels. “Appeals in our office are at record numbers – and no one is doing them – no time!” one Centrelink worker wrote.
“Appeals in our office are at record numbers – and no one is doing them – no time!” one Centrelink worker wrote.
Welfare rights groups, legal aid offices, politicians, disability rights organisations, and political activists have all reported being inundated with stories of false debts being generated by the new system. Most of those groups are encouraging the people affected to request reviews.Welfare rights groups, legal aid offices, politicians, disability rights organisations, and political activists have all reported being inundated with stories of false debts being generated by the new system. Most of those groups are encouraging the people affected to request reviews.
The system continues to prompt protests across the country. On Friday about 50 students demonstrated at the South Melbourne Centrelink office in Victoria, burning a debt notice and calling for the government to halt automated debt recovery and better resource social support services.The system continues to prompt protests across the country. On Friday about 50 students demonstrated at the South Melbourne Centrelink office in Victoria, burning a debt notice and calling for the government to halt automated debt recovery and better resource social support services.
GetUp, a progressive political group, has directed people to an online tool it has developed to more easily submit appeals and freedom of information requests.
It says more than 700 people have used the tool to request reviews.
The National Union of Students president, Sophie Johnston, said the government, which continues to defend the system, was in denial.The National Union of Students president, Sophie Johnston, said the government, which continues to defend the system, was in denial.
“[Human services minister] Alan Tudge is completely ignoring the fact that there is a problem,” Johnston said. “It’s a bit insulting coming out that politicians are abusing taxpayers’ money by going on chartered jets and expensive hotels in Canberra, and students are trying to live on $30 a day and it’s just not sustainable.”“[Human services minister] Alan Tudge is completely ignoring the fact that there is a problem,” Johnston said. “It’s a bit insulting coming out that politicians are abusing taxpayers’ money by going on chartered jets and expensive hotels in Canberra, and students are trying to live on $30 a day and it’s just not sustainable.”
The department has also faced criticism for censoring its Facebook page. Its decision to remove a link to a legal advocacy group, Basic Rights Queensland, from a discussion of the automated debt recovery system prompted a backlash on social media.The department has also faced criticism for censoring its Facebook page. Its decision to remove a link to a legal advocacy group, Basic Rights Queensland, from a discussion of the automated debt recovery system prompted a backlash on social media.
The department’s social media policy forbids the posting of links on its pages, a rule applied by many similar organisations.The department’s social media policy forbids the posting of links on its pages, a rule applied by many similar organisations.
“It is particularly essential for this department because we receive around 4,000 incoming posts a week and our priority is to provide the right advice and support to those requiring assistance,” Jongen said.“It is particularly essential for this department because we receive around 4,000 incoming posts a week and our priority is to provide the right advice and support to those requiring assistance,” Jongen said.
“In this case, our response to the original post, seeking help for a personal situation, provided clear advice on how to get assistance and access additional support from our social workers, if required. This person thanked us for this advice.”“In this case, our response to the original post, seeking help for a personal situation, provided clear advice on how to get assistance and access additional support from our social workers, if required. This person thanked us for this advice.”
Jongen said anyone who posted a link was generally encouraged to post the organisation’s contact phone number instead.Jongen said anyone who posted a link was generally encouraged to post the organisation’s contact phone number instead.
This week the government released figures to the Australian that purported to show that two-thirds of those who had publicly spoken about their problems with the debt recovery system had ended up owing money to the government.This week the government released figures to the Australian that purported to show that two-thirds of those who had publicly spoken about their problems with the debt recovery system had ended up owing money to the government.