"Systemic weaknesses" in Centrelink's review process have been clearly identified by a Commonwealth Ombudsman report. The report found " lack of transparency and insufficient education about available options to customers, often leading to delays and inaction".

 

“Although some improvements have been made by Centrelink, we identified several deficiencies in administration which delay reviews and in some cases result in a failure to act on a request,” Commonwealth Ombudsman Allan Asher said.

 

While the report found that 47 in every 100 review lead to a changed decision,  many of the options available were not expressly made aware to those lodging requests for reviews. The Ombudsmen's report expressed the requirement for Centrelink customers to be made aware of all options available to them prior to lodging any request for review.

 

 “Centrelink customers have a right to independent review of decisions and the review process should be transparent, timely and result in the best outcome for the customer. The options for review, including benefits and implications need to be clearly explained,” Mr Asher said.

 

The Ombudsman has welcomed Centrelink’s agreement to implement all recommendations in the report. These recommendations go to the issues of:

 

  • improving access to appropriate review options
  • timeliness of reviews
  • improving original decisions
  • limiting the negative consequences of incorrect decisions pending review outcomes
  • achieving better alignment of legislative, policy and procedures.