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A perfect storm of poor and worsening service delivery has hit the federal government’s premier service delivery agency, but it doesn’t have to be like thisThe ongoing furore over Centrelink’s automated debt recovery program has highlighted a perfect storm of poor and worsening service delivery in the federal government’s premier service delivery agency.The extent of Centrelink’s customer service delivery problems is legendary, and it has been getting worse over the last decade. There are several reasons for this, including policy changes and funding cuts. But while the situation may look dire, there are ways Centrelink can win over dissatisfied Australians. Continue reading...

‘Robo debt’ recovery system charged 97,300 welfare recipients the fee in the last six months of 2016 aloneCentrelink’s indiscriminate use of a 10% recovery fee on welfare debts could be unlawful, welfare rights groups believe.

Human services minister Alan Tudge says critics of robo-debt system object to making sure welfare recipients meet their obligationsThe human services minister, Alan Tudge, has rejected claims that the automated debt recovery system is creating a “climate of fear” among welfare recipients.Tudge said critics of the scheme, including Australia’s peak community sector body, the Australian Council of Social Service, had a “philosophical objection” to making sure welfare recipients comply with their obligations. Continue reading...

Bill would allow Department of Veterans’ Affairs to disclose personal information to counter ‘misinformation’Proposed laws allowing the government to release veterans’ personal information to publicly correct “misinformation” will undergo an independent privacy assessment.The government’s bill, which passed the lower house with bipartisan support last week, would allow the Department of Veterans’ Affairs to disclose personal information in limited circumstances, including to counter “misinformation in the community” or “mistakes of fact”. Continue reading...

Department of Human Services secretary says Centrelink recipients failed to engage with agency’s lettersThe head of the Department of Human Services has blamed the “robo debt” scandal largely on welfare recipients’ failure to engage with Centrelink.The Senate inquiry into Centrelink’s “robo-debt” system began on Wednesday, hearing from the community sector, the community and public sector union, tax office officials and the secretary of the Department of Human Services, Kathryn Campbell. Continue reading...

Rachel Siewert seeks assurance that witnesses seeking to give evidence to the robo-debt Senate inquiry will be protected from interference and intimidationThe government’s release of welfare recipients’ personal information may have a chilling effect on witnesses in the looming “robo-debt” Senate inquiry, the Greens have argued.On Thursday senator Rachel Siewert wrote to the acting clerk, Richard Pye, seeking advice on protections for witnesses against interference or intimidation. Siewert said the government’s release of personal information to counter public criticism might scare some witnesses away from giving evidence. Continue reading...

Matter referred to police after Department of Human Services officials questioned on legality of releasing Andie Fox’s detailsLabor has asked the Australian federal police to investigate the government’s release of a welfare recipient’s private information.Labor’s Linda Burney took the step after senior Department of Human Services officials were questioned in Senate estimates over the legality of releasing the personal details of welfare recipient Andie Fox. Continue reading...