Centrelink Workers Will Receive “Customer Aggression” Training After Controversial Debt Recovery Scheme

Staff at Centrelink will soon be receiving “Advanced Customer Aggression Training” amid a spate of backlash over the controversial debt recovery regime.

As a result of an automated system check, around 170,000 Australians have received debt notices from Centrelink over the last six months. A growing number of people are claiming that they are being chased up for debts that don’t exist.

In response, the Department of Human Services has sought private contractors to provide training for Centrelink staff on how to manage angry customers. The program will also be provided to Medicare and Child Support staff.

“All customer-facing staff and managers are required to attend training every four years to reduce and manage customer aggression,” said Hank Jongen, a spokesperson from the Department of Human Services. “[the] framework released last year identified customer service and dealing with customer aggression as a priority initiative.”

Since the initiation of Centrelink’s debt recovery scheme, the government has admitted one in five people who received a letter saying they owed money, don’t actually have to pay anything back.

Centrelink has been using data collected from the Australian Tax Office (ATO) to see whether people have incorrectly received unemployment benefits.

The government is expected to reel in $300 million through the recovery system, according to Social Services Minister Christian Porter.

“In 80 per cent of instances the debt is repayable to the Commonwealth, in the final 20 per cent of instances the matter is resolved generally speaking by people simply providing information online,” explained Mr Porter.

even if it the Centrelink debts don't affect you, you should be horrified by a govt collecting false debts w/out proper legal process

— Lucy Valentine (@LucyXIV) January 3, 2017

If you’re unsure of how the debt recovery system works, here’s a bit of a run-through.

Basically, if identified, you will receive a letter and SMS advising you of a potential welfare debt. You will then be prompted to review their figures online.

After logging in, you’ll be able to update your information. All of this must be done within 21 days from the date of the letter.

If you don’t log on, Centrelink will automatically make a default judgement that its information is accurate. It will then issue you a debt notice.

However, if you do update your information, Centrelink may ask you to provide supporting documentation. This might be a bank statement, payslip, or a letter from an employer.

If you’re still weary of its decision, you have the right to ask for a review.

Photo: Jobs Australia