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Centrelink
Issues
Computers and
People
Centrelink is not “user friendly”. The Centrelink computer system
has a lot to do with the problems people accessing Centrelink face.
Often a Centrelink staff member may not be albe to perform tasks
because the computer will not let them.
When the
Department of Social Security (DSS) and the the Department of
Education and Employment Training (DEET) were amalgamated in 1997
the Commonwealth Government was told that the existing computer
system could not handle the work load. The result was chaos with
thousands of people being cut off from their benefits without
warning.
Centrelink
staff themselves face problems when trying to correct mistakes or
deal with confusing regulations. Many Centrelink staff have not
been trained adequately and have problems trying to grapple with
confusing regulations and a computer system that will not do what
it should.
Service Delivery
Within the inner south area residents can access two Centrelink
offices, Windsor and South Melbourne.
In 2001
Centrelink tried to close the South Melbourne office, the excuse
being the unavailability of appropriate office space and
appropriate leasing arrangements for office space in the South
Melbourne area. The location of the South Melbourne office, close
to the inner city, puts additional pressure on the South Melbourne
office because of the high number of homeless people referred to
Centrelink by crisis accommodation providers. The closure of the
North Melbourne Centrelink office put additional pressure on the
South Melbourne office.
Since then
the South Melbourne has been down graded and staff number reduced.
Recently the author had to stand in a line for 45 minutes just to
hand a form in. It was noted during the wait that elderly people
and other suffering medical conditions were force to stand in the
same line. A social worker is no longer available at the site. This
situation is not good enough. Additional pressure is put on the
site by the close proximity of Hanover Welfare Services, Haig
Street crisis accommodation centre.
The South
Melbourne office is regarded as a hard place to work, by Centrelink
staff, and there is often difficulty in attracting suitable staff
to work in the office. The result is inexperienced and undertrained
staff trying to deal with people with complex problems. The results
are often not good for either party.
Rooming
House Residents and Centrelink
Rooming house residents face additional problems when dealing with
Centrelink. Many Centrelink officers have little knowledge of the
rooming house environment and the problems people face living in
that environment. Mail may go missing and it is often very
difficult to get to a meeting or take part in a “Centrelink
approved activity” when you have had no sleep because of the chaos
reigning in your rooming house.
Try And
Keep Cool
Although it may be very difficult try not to “lose it” when
visiting Centrelink. Try and stay calm. If you believe you are
right and a Centrelink decision is wrong, remain firm.
If you are
at the counter and are not satisfied with what you have been told
ask to see someone else. If you can take notes, either during or
just after your meeting. The notes may come in very handy later on.
Try to keep all of your Centrelink letters. They may come in handy
later when you are trying to sort out problems.
See The
Social Worker
If you live in a rooming house and you are continually having
problems, with Centrelink asking too much of you, you should make
an appointment to see a Centrelink Social Worker. Tell the Social
Worker you live in a rooming house, the problems you have living in
the rooming house and how they impact on your ability to meet
Centrelink obligations. Give the Social Worker a complete picture
of your situation including any medical conditions you may
have.
The Social
Worker may be able to help you negotiate through some of your
problems with other Centrelink staff who may not have a complete
picture of your situation. When you have seen the Social Worker the
additional notes on your file should alert other Centrelink staff
to the complexities of your situation and living
conditions.
Centrelink
does run an outreach service. Locations and contact details are
listed on the next page.
Making
A Complaint
Many people do not appeal against decisions when they should. The
Centrelink appeals process does take time and seems complex but it
is one you should pursue. If you need additional help there is
help. See the next page for contact details.
Centrelink Outreach
Service
Centrelink
workers provide an outreach service.
For exact details contact:
Salvation
Army Crisis Centre 9536 7777
29 Grey Street St Kilda
Port
Phillip Community Group 9534 0777
161 Chapel Street St Kilda
Making
A Complaint
Welfare
Rights
155 Easey Street
Collingwood 9616 1111
Welfare
Rights can assist you with preparation
of your appeal or with information that may
assist you dealing with Centrelink.
Social
Security Appeals Tribunal
628 Bourke Street
Melbourne Free Call 1800 060 116
You can
also make a complaint to our local
member of parliament:
Michael
Danby (MHR)
117-119 Fitzroy Street
St Kilda Telephone 9534 8126 | 