Dealing With Centrelink

Centrelink is a national department. Centrelink staff are responsible for dealing with many different Centrelink benefits and because of this you may find, on occasion, that you are provided with different information from different Centrelink staff.

The following guide will hopefully assist you to deal successfully with Centrelink.

• Opening hours for Centrelink Offices are 8:00am to 4:30pm Monday to Friday
  
• For basic information on eligibility you may wish to access the Centrelink website at: www.centrelink.gov.au or alternatively contact a Centrelink Call Centre:

           Youth Allowance 13 24 90
           Austudy 13 24 90
           Abstudy 13 23 17

It pays to take note of when you called, whom you spoke with and what was discussed for future reference if a dispute arises

• Keep a photocopy of all forms and information you provide to Centrelink (It is useful to be able to read these documents again if Centrelink subsequently wants to contact/question you about documents you submitted. Also in the event your application is lost by Centrelink, photocopies of the original application mean you will not have to complete all the forms again).
• When lodging your first Centrelink application ensure that you provide adequate identification to meet Centrelink's 100 point test. (Refer to the information contained in the booklet "Information you need to know about your claim for Youth Allowance/Austudy".) Also it is often a good idea to hand deliver your application form to the closest Centrelink office and ask the Centrelink staff to stamp your photocopy of the application with the date received. This provides proof of the date of lodgement of your application that can be very important if your application is lost in the Centrelink system.
• If you need to make an appointment to meet personally with a member of Centrelink staff then use the Call Centre number 13 10 21 to arrange the appointment.
• Ensure that you are punctual for Centrelink appointments. If you are late it may mean you will have to re-schedule your appointment and possibly wait a further 7-14 days for the next available interview time. Make sure you take all necessary forms/paperwork to the interview!
• Notify Centrelink of any changes of your circumstances, even if you feel it won't change matters e.g changes in part time employment, pay dates, change of address, change in study hours etc. You will need to quote your Customer Reference number when contacting Centrelink by telephone. This is usually far quicker than visiting a Centrelink office.
• It is extremely important that you make sure that the address Centrelink has on file for you is current at all times. If you do not respond to a request from Centrelink for information, Centrelink will CANCEL YOUR PAYMENT IMMEDIATELY.
• To be eligible for Youth Allowance/Austudy or Abstudy you must be undertaking at least 75% of a normal full time study load for that course. If your course is a semester based course YOU MUST MEET THE 75% RULE EACH SEMESTER! You cannot "average" your study load across the full academic year. There are a few exceptions to the "75% rule" - you can check these exceptions with Centrelink.
• If you receive a letter from Centrelink stating that you have been overpaid you must ensure you respond to the letter by the date indicated. However it is a good idea to seek advice before contacting Centrelink. The Student Financial Aid Officer in Student Services or Welfare Rights
• If you are having difficulties dealing with Centrelink try to remain calm and systematically work through or discuss the problem with the Centrelink staff member. Remember that it is OK to be assertive but not aggressive!
• If you are unhappy with a Centrelink decision you have the right to request a review of the decision. (However please note that you only have 3 months in which to ask for a review to be undertaken. After the expiry of that period, if the decision is reviewed and found to be incorrect your payment will only be backdated to the date you asked for the review.)
  
  
• If you are still unhappy with the "review" decision you can then ask a Centrelink "Authorised Review Officer" (ARO) to look at the situation. In the event that you still do not agree with the decision made by the ARO you can then appeal to the Social Security Appeals Tribunal. The Student Financial Aid Officer in Student Services or Welfare Rights can provide you with more information on this process.

If you have any questions at all regarding Centrelink benefits please feel welcome to contact the Student Financial Aid Officer in Student Services, 2nd Floor, Guild Village, ph 6488 2423, for an appointment.