Information on your rights, on how to access government support payments and for dealing with Centrelink.
Centrelink, which is part of Services Australia, is the government program that handles support payments to many, including the unemployed and underemployed, people with disability, students, older Australians, First Nations people, and parents of young children.
Centrelink payments are intended to give people the resources they need to build stability, security, and independence in their lives when they are unable to do so through employment, for whatever reason. With this in mind, we’ve prepared some information below to help you navigate Centrelink systems with more confidence, including knowing who to talk to if things go wrong.
The problem with Centrelink
In practice, there are serious issues with Centrelink payments and the systems and institutions that deliver them.
Low payments – many Centrelink payments, such as the Jobseeker unemployment payment, are very low. This means that people can struggle to get by if they must rely on Centrelink payments.
Strict eligibility – Centrelink payments are linked to strict eligibility requirements that lock out some people who are in financial hardship.
Bound by obligations – payments are usually linked to tasks and requirements known as ‘mutual obligations’, which is a system of obligations that can be counter-productive, invasive, and even humiliating for recipients of Centrelink payments.
A matter of misinformed opinion
People who receive Centrelink payments are often portrayed by politicians and the media as being ‘lazy’ or the victims of their own choices. The truth is that when people are experiencing financial hardship, it’s rarely due to their own choices. More often, it’s due to circumstances outside of their control.
The experience of the COVID-19 pandemic showed that anybody may find themselves in need of support in times of crisis. People should be able to get support without shame, and the support should be adequate enough to get them ‘back on their feet’. It’s the system that often falls short of this goal, not the people.
Who can access Centrelink payments?
Government support payments through Centrelink include payments for:
- families
- older Australians
- people with disability
- carers
- youth and students
- unemployed and underemployed people.
Special payments
Special payments are available, including payments for people experiencing severe financial hardship due to a crisis like a natural disaster. Advance payments on existing Centrelink payments are also provided for eligible people.
What are the eligibility requirements?
Payments are available to people meeting certain eligibility requirements, including age, employment status, and if you’re a student. Payments are also ‘means tested’, which means they relate to your income and assets.
Is the eligibility fair?
The historical logic for the eligibility requirements is that people who are unable to support themselves on their own or through close relatives (such as romantic partners or family) are supported by government payments temporarily as a ‘safety net’.
While this ideally means that help only goes to those in need, it can mean that people who would expect to be eligible for payments find that they are not due to their unique circumstances. At times it can also push people to rely on other people.
For example:
Centrelink might decide that you aren’t eligible for the Jobseeker unemployment payment because you’re in a relationship with someone who, ‘on paper’, earns enough to support both of you. They may not necessarily consider the real-life relationship you have with that person and the conditions that arise when relying on them financially.
Can payments end or change?
If someone is no longer eligible, then their payment can be cut off or reduced, even if they’re still experiencing money stress at the time.
It’s also possible that Centrelink will ask you to pay back any payments you might receive if you’re not eligible anymore.
In both these instances, you could go into debt to Centrelink.
Who is responsible for reporting on eligibility?
Much of the responsibility for reporting on eligibility lies with the individual, which adds to the time and effort needed to claim Centrelink support.
Eligibility check
You can use this online tool to see if you are eligible for payments or other services, or read up on individual payments.
What happens if you’re not eligible?
We recommend getting in touch with non-profit organisations which have programs that may be able to assist.
For example:
- take a look at our programs. We, the Brotherhood of St. Laurence, are working for an Australia free of poverty.
- or visit the Asylum Seeker Rights Centre for support services for refugees and asylum seekers.
Claiming payments
You can submit a claim for payment online, over the phone, or in person at a Centrelink service centre.
- you need to prove your identification.
- you’re given a Centrelink Customer Reference Number (which is for future dealings, too).
- then you can submit a claim.
Visit Services Australia to learn more about what’s involved, or look for a Centrelink customer service site near you at Ask Izzy.
About the disability support pension
The primary government support payment for people living with disability is the Disability Support Pension (DSP), which is operated by Centrelink.
Changes to requirements for the DSP over many years have made eligibility very restricted. Many people struggle to access the DSP, even if they can prove they have only a partial capacity to work or are unable to work entirely, and many end up receiving the Jobseeker unemployment payment instead.
Getting help with your application
DSP Help – an excellent resource to help you navigate applying for the DSP
Free legal services – expert support if your application is rejected
Tips for dealing with Centrelink
Centrelink is a large and complex organisation that deals with many people daily. This means that any interaction could be a lengthy and frustrating experience – for example, you might find yourself on hold on the phone for a long time, or waiting in a queue at a service centre for even longer. And while it might be easier to use online services instead, it may not work in all circumstances as there are times when a conversion is required.
So, is there anything you can do to cut out any time-wasting? Take a look at our top strategies that anyone can use when dealing with Centrelink.
| Good records | Keep a record of your interactions with dates and details, as well as the names of any customer assistants you speak with. | |
| Screenshots | If you’re required to send documents to Centrelink, take a screenshot of the ‘upload successful’ page to keep with your records. See how to take a screenshot on almost any device. | |
| Registered post | If you must send in documents, consider sending them by registered post to avoid the risk of them getting lost. | |
| Be prepared | Before contacting Centrelink, make a list of what you need to ask and try to have any documents you might need ready to go. | |
| Fair treatment | Remember that customer assistance staff should try their best to help you, and that by law, you are entitled to fair treatment. | |
| Bring a friend | Consider taking a friend or family member if you have to go into a service centre. This is allowed and might be helpful if you’re feeling nervous. They can also help you to understand things. | |
Understanding ‘mutual obligations’
Centrelink payments are usually linked to tasks and requirements commonly known as ‘mutual obligations’ for recipients of the Jobseeker, Youth Allowance, and single Parenting Payment (after the youngest child turns 6). Some recipients of the Disability Support Pension are obligated to the similar yet different, ‘participation requirements’.
Is it mutual or one way?
‘Mutual obligations’ were historically thought of as an agreement between individuals and governments.
- the government had an obligation to support people ‘doing it tough’ with payments and services.
- people receiving payments had an obligation to use those payments and services to get back on their feet.
Regardless of whether it was originally a good arrangement or not, over time, ‘mutual obligations’ have come to refer only to the range of hoops through which people on payments must jump to get their payments.
In fact, research has shown that mutual obligations do not help people find employment and, in fact, place barriers in the way of people trying to get into a job.
How are mutual obligations managed?
Mutual obligations are monitored and managed by an automated government system online and by private contracted agencies. Workforce Australia is the blanket term for these systems and agencies.
Meeting your obligations
- to fulfil mutual obligations, there is a points-based system that assigns points for certain activities each month, like applying for jobs.
- people must reach an assigned number of points each month, usually 100.
- points are logged through an online system, or in person with a Workforce Australia case manager.
Does everyone get a case manager?
In-person case management is for:
- longer-term recipients of support payments or
- people who are judged to have higher needs or
- people who request to have a case manager.
Where to find information
Workforce Australia providers – depending on where you live, you can choose a Workforce Australia provider
How to meet your obligations – as explained on the Workforce Australia website
Frequently asked questions – prepared by the Australian Council of Social Services
What if you get a Centrelink debt?
You might end up owing debt on your payments if you’re overpaid by Centrelink. This could happen if your eligibility changes during a payment period.
Check it first
If you’re issued with a debt, we recommend investigating before paying, as it isn’t unusual for Centrelink to make errors in managing its payments.
Anglicare found in 2022 that two-thirds of people in the system have a Centrelink debt, and almost half of the time, this was due to administrative error by the service provider.
Visit the National Debt Helpline for more on what to do if you’ve been issued with a debt from Centrelink.
Using Centrepay to pay
If you receive income support, you can use Centrepay to directly pay your bill from your income support payment. This service is entirely voluntary. You choose which payments the deduction comes from, how much you want to pay, and to whom you want to pay.
Who can help you manage Centrelink?
You can make a complaint or provide feedback directly, engage the ombudsman, talk to an advocacy support group, and more.
How to make a complaint
You can complain or leave feedback directly with Centrelink (Service Australia) or your Workforce Australia provider.
Who is the ombudsman?
If you feel you haven’t been treated fairly and a complaint hasn’t led to a satisfactory outcome, you can contact the Commonwealth Ombudsman.
Ombudsmen are independent agencies that help to resolve disputes between people and companies or government agencies. It’s a free and independent service, and while the process can be lengthy, your complaint, once submitted, will be resolved.
To get started
Complete an online complaint form or call 1300 362 072. Alternatively, see more ways to get in touch, including translation and hard-of-hearing services.
Free legal advice
There may be times when you need legal advice when dealing with Centrelink. For example, if you:
- have been notified that Centrelink believes you have received a payment you are not entitled to
- are being investigated for fraud
- have Centrelink debt which has been referred to a debt collection agency
- have had your application to receive the DSP rejected.
📌 See our free legal services page.
Advocacy and support groups
There are many support and advocacy groups around Australia that can help you deal with Centrelink and learn about income support.
| Economic Justice Australia | provides legal support and self-help resources |
| Services Australia | allows you to choose someone to deal with them on your behalf |
| Facebook Groups | The Centrelink System Job Guarantee Working Group Welfare Is Not A Dirty Word |
| Australian Unemployed Workers Union (AUWU) | organisation set up to support the rights and dignity of unemployed people. AUWU has a list of advocacy organisations that support people in dealing with Centrelink and other organisations that deliver income support. Anti-Poverty Network: South Australia (APN) Council To Homeless Persons (CHP) Digital Rights Watch Fair Go for Pensioners Coalition Inc (FGFP) First Nations Workers Alliance (FNWA) Migrant Workers Centre (Victoria) National Council of Single Mothers & Their Children (NCSMC) National Union of Students (NUS) Willing Older Workers (WOW) Young Workers Centre (Victoria) |
Endnote on Robodebt
You might have heard of ‘robodebt’ in relation to Centrelink. Robodebt was the name popularly given to a system by which Centrelink automatically calculated supposed debts that people owed on Centrelink overpayments. However, the system used averaged income data from the Australian Taxation Office, rather than people’s actual income.
This has since been found to be both inaccurate and unlawful, and anyone issued a debt through this system is entitled to have the debt cancelled and any payments refunded.
Robodebt is a good example of how systems like Centrelink, which are meant to help people, can behave in a way that is unjust and harmful. This is why it’s important to seek help when you don’t understand something or feel you haven’t been treated fairly.
This information was last updated on 5 June 2023.
The links and resources in this article have been compiled and reviewed by the Brotherhood of St. Laurence. We aren’t responsible for what you’ll find at the links, though we do hope you find the information useful. See our disclaimer if you’d like to know more.
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