Services Australia should incorporate a process in the design of compliance programs to consider and document the categories of vulnerable recipients who may be affected by the program, and how those recipients will be dealt with. Services Australia should consult stakeholders (including peak advocacy bodies) as part of this process to ensure that adequate provision is made to accommodate vulnerable recipients who may encounter particular difficulties engaging with the program.
The Government accepts this recommendation.
The Government recognises the importance of considering an individual's capacity to engage with government services and any reviews of their circumstances that might impact eligibility for a payment or services.
Services Australia uses established forums to support engagements with advocacy groups including the National Multicultural Advisory Group, Disability Peak Bodies, Stakeholder Consultative Group and the Civil Society Advisory Group. Engagements through these forums have informed changes to the agency's service delivery and support services.
Services Australia will continue to seek advice and input from civil society stakeholders to improve service delivery, particularly where changes are being made and there are opportunities for co-design.
Options for easier engagement with Centrelink by advocacy groups–for example, through the creation of a national advocate's line–should be considered.
The Government accepts this recommendation.
The Government recognises the important role advocates play in the administration of government services and undertakes regular engagements with peak advocacy groups.
Services Australia will actively identify opportunities to engage with advocacy groups. To support engagement between Services Australia and advocacy groups, the agency has a number of established forums through which advocacy groups can engage directly with the agency. These forums provide a channel for advocacy groups to raise concerns and provide feedback to the agency.
Services Australia will pilot an 'advocates' channel for legal advocates. This pilot will help inform the suitability of channels for advocacy groups acting on behalf of vulnerable customers, and to inform a longer-term scalable solution. The pilot will be progressed in conjunction with Economic Justice Australia (EJA).
