The Commonwealth Ombudsman has issued a follow-up report on the Departments of Human Services’ and Social Services’ implementation of recommendations he made in 2017 after reviewing Centrelink’s automated debt raising and recovery system.
The Ombudsman, Michael Manthorpe made eight recommendations to improve the usability, transparency and fairness of the online system used to investigate income discrepancies.
The Departments agreed to implement all eight recommendations.
Mr Manthorpe said his investigation considered the extent to which the 2017 recommendations had been implemented, and whether the intended outcomes had been achieved.
“I am pleased that our investigation has found that significant progress has been made on implementing the recommendations. However, I have formed the view that there is scope for further improvement,” Mr Manthorpe said.
“I have therefore made further recommendations for the Department of Human Services to improve transparency and fairness by improving its communication to customers.”
He said his latest report made four new recommendations and offered specific guidance on ways to ensure customers received clear information about debts and the potentially adverse consequences of not providing relevant information.
The Department of Human Services said it would work with Mr Manthorpe’s office to implement the recommendations. The Department of Social Services also indicated its support.
The Ombudsman’s 42-page follow-up report can be accessed at this PS News link.
