Get the latest single parent news & help questions...
Click here to subscribe to our newsletter!

Get all the latest Aussie single parent freebies, news and articles - subscribe to our mailing list!

* indicates required

Follow Us!
Get Breaking Single Parent News and the latest Single Mum Forum posts in your news feed everyday!

go to the Single Mum Australia Facebook Page go to Twitter Articles About Centrelink Articles About Child Support

Expert Opinion Panel
Jason Bryce - Business & Finance Specialist

go to Jason Bryce's Profile

Complaints about Centrelink and Child support Exclusive!

Jason Bryce | 9 July 2012

  • How to complain to Centrelink or the Child Support Agency
  • The five biggest issues that infuriate parents about the Child Support Agency
  • About ten per cent of calls to the Centrelink tip-off line involve single mothers
  • Sometimes Centrelink puts mothers under surveillance
Stock Photo

It is hard to win an argument with government agencies and those who try can be left feeling powerless and poor

However it is possible and if you genuinely feel a mistake has been made, gather your evidence and prepare to run the gauntlet of call centres, review officers and appeals tribunals.

Any single mum who hasn't had a tense conversation or meeting with Centrelink or the Child Support Agency (CSA) is a member of a tiny minority of very lucky individuals.

Centrelink says they want to hear your complaint but won't respond if you abuse their staff. That sounds fair enough. You must provide specific details of letters you have received and phone calls you have had, so have a note book and pen handy when you get on the telephone.

While calling Centrelink can involve a long wait time, it can be worthwhile. Ninety per cent of callers reported they were satisfied with the outcome of the call they made to Centrelink in last financial year, according to Centrelink's latest Annual Report.

You have the right to ask for a review on almost every decision made by Centrelink or the Child Support Agency. There is no cost and while the chances of a successful outcome for you are not great, they can be improved by sending in new information or fresh evidence of your earnings that has not been previously provided.

There are hundreds of thousands of Centrelink and CSA decisions reviewed each year. And more than 12,000 people took their complaint about Centrelink or a Centrelink decision all the way to the Social Security Appeal Tribunal (SSAT) last year. 2,526 of those applications for review concerned child support issues.

The SSAT is supposed to try and finalise its decision within three months of receiving the application. Last financial year, the average time from registration of an application for review to hearing was five weeks.

"SSAT applications regarding child support issues have a much higher rate of success..."

Good news for single parents is that SSAT applications regarding child support issues have a much higher rate of success than other applications about other Centrelink payments. Overall, 26 per cent of applications to the SSAT result in any measure of success for the applicant. Of those successful applications, 44 per cent found success due to new information supplied, 30 per cent because Centrelink made an error of fact, 15 per cent because Centrelink made an error of law and 10 per cent were due to the special circumstances of the applicant.

However 39 per cent of people who took their child support issue to the SSAT had at least partial success last year.

65 per cent of those successful applications to SSAT from Child Support Agency clients relied on new information being supplied, 22 per cent were due to an error of fact by CSA, 7 per cent resulted in an agreement between parties and 7 per cent came down to an error of law by CSA.

The good news is that the numbers of these serious complaints and issues have been trending down in recent years. The SSAT reports applications fell 11 per cent compared with a year ago and have been on a downward trend since 2009. Child support complaints or applications to SSAT for a review of a CSA decision have also been trending down in recent years - five per cent down last year. That possibly indicates improvements in service delivery in recent years following big investment in technology and a big review of the CSA by David Richmond which was completed in 2009.

Richmond's "Delivering Quality Outcomes" report realigned the focus of the CSA, away from balancing the demands of the mother and father and towards collecting money for the benefit of the children.

the five biggest issues that infuriate parents about the Child Support Agency

David Richmond identified the five biggest issues that infuriate parents about the Child Support Agency. In order of the numbers of infuriated parents, they are:

  1. A failure to collect child support payments
  2. The way CSA reconciles income estimates and actual income
  3. Confusing CSA letters
  4. Managing complex family situations
  5. The way child support affects Centrelink payments

Some of these issues relate to policy matters and are not able to be appealed. For example, when a single parent receives a lump sum payment of owed child support monies, she will almost certainly also be hit with a family tax benefit (FTB) debt and lower FTB payments.

Almost one hundred thousand single parents reliant on Parenting Payment Single (PPS) had debts raised in their name by Centrelink last year. And the Welfare Rights Centre estimates that over ten thousand single mothers were 'dobbed in' to Centrelink's tip-off line last year because conscientious members of the community thought they didn't qualify for the riches of Parenting Payment Single (PPS).

108,000 Centrelink recipients were reported as not qualifying for their payments last year, often anonymously, wrongly and maliciously.

"About ten per cent of calls to the Centrelink tip-off line involve single mothers on parenting payment and are typically alleging the mother is in a marriage-like relationship and therefore should not be receiving the PPS," said Gerard Thomas, Policy Officer at the Welfare Rights Centre.

"Many are simply vexatious, often from former husbands or aggrieved individuals..."

"Many are simply vexatious, often from former husbands or aggrieved individuals.

"Sometimes Centrelink goes to the trouble of putting the mothers under surveillance only to discover that the people entering the house are not in a marriage-like relationship with the single mum at all.

"Sometimes Centrelink finds that a person going the front door is there to mind the children while the mother is leaving for work out the back door."

Jason Bryce is also on Twitter - @jasonbryce
Business & Finance Specialist

Read more exclusive Centrelink articles

Read more exclusive Child Support articles

go to Jason Bryce's Biography

Jason is a business and finance journalist with 20 years experience, and is also a member of the Expert Opinion Panel. He has a regular weekly column in the Sunday Mail (Brisbane) and writes regularly for the Business Daily section of the Herald Sun in Melbourne and many other newspapers and magazines.

Jason's personal website is more of Jason Bryce's Profile here

This article may not be reprinted, reproduced, or retransmitted in whole or in part without the express written consent of article contains only general information, correct at the date of publication. For advice regarding your own personal circumstances, always seek individual advice from a qualified professional. Read the full Disclaimer here

What does it mean to be a single mum?Of course, the


are the most important thing in a single mum's life. Kids are the focus and always have been. But along with the children, there are other matters that can confuse a single mum's life.


plays a big part of a single mother's life, mainly because this is where a large percentage of single mums get their finances from. Centrelink are the source from where the

single mother pension

, or as it is otherwise known, the single parent payment comes from. The single mother pension is a subsistence amount, but just the same, it is money to live on, and so it is important, no matter if it is called single parent payment, single mother pension or whatever Centrelink welfare classes it at the time

Often, single mums come out of a


or defacto relationship only to find that their troubles have just begun, and find that their first step leads them towards Family Law - it's time to engage a lawyer.
There are more than just Centrelink finance problems to worry about, as mentioned before, but also

child custody

issues. Child custody is something that hits right at the heart of

single mums

. If a single mother's ex husband or ex partner has been a domestic violence perpetrator, the mum may be greatly worried about child custody. They worry that their kids won't be safe with their spouse, who has already proven to be abusive because they caused

domestic violence

, which resulted in a divorce or separation.

Even so,

Family Court

will often still order a form of child custody named

Shared Parenting

. Shared Parenting is a form of child custody division of time or parental responsibility between the parents. Mother's often look for a good divorce lawyer to try to avoid share parenting with an abusive ex-spouse after divorce, however in many cases Shared Parenting is still the outcome after the divorce, no matter how good the divorce lawyers have been. They will often settle for visitation at a contact centre or access centre where fathers or mothers are supervised during child custody access.

Please remember the bigger font words,because we will use it often in our website.