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Centrelink Annual Review 1999 - 2000

Introducing Centrelink

Figure 1: Summary of services provided to Centrelink customers

Employment

FaCS

  • Newstart Allowance
  • Mature Age Allowance
  • Partner Allowance
  • Widow Allowance
  • Employment Entry Payment
  • Education Entry Payment
  • Mutual Obligation
  • Centrelink Employer Contact
  • Special Employment Advance
  • Advance Payments
  • Community Development Employment Project Participant Supplement
  • Preparing for Work Plans.

DEWRSB

  • Job Seeker Registration
  • Application for Job Seeker Classification Instrument
  • Enrolment for Job Matching Services
  • Referral to Job Search Training
  • Referral to Intensive Assistance
  • Referral to New Enterprise Incentive Scheme
  • Referral to Self Employment Development providers
  • Special Needs Assessment
  • Issue Wage Assistance Cards
  • Referral to Work for the Dole
  • Return to Work Program
  • Administration of Community Support Program
  • Maintenance of Employment Self Help Facilities
  • Occupational Psychologist.

DETYA

  • Promotion of New Apprenticeships
  • Advanced English for Migrants Programme
  • National Office of Overseas Skills Recognition courses
  • Literacy and Numeracy Program
  • New Apprenticeship Access Program

Youth and Students

FaCS

  • Youth Allowance
  • Austudy Payment
  • Pensioner Education Supplement
  • Student Financial Supplement Scheme
  • Fares Allowance
  • Youth and Student Line - for Youth Allowance and Austudy Payment enquiries
  • Reconnect Program
  • Parent Liaison Service
    • .

DETYA

  • ABSTUDY (including Living Allowance and Incidental Allowance)
  • Student Financial Supplement (Loans) Scheme for ABSTUDY customers
  • Jobs Pathways Program
  • Jobs Placement, Employment and Training
  • Youth Offenders Pilot Program
  • Youth Teams and Contracts
  • Career Information Centres
  • Career Counselling
  • Green Corps
  • Assistance for Isolated Children (including Distance Education Allowance, Second Home Allowance and Board and Additional Board Allowance)
  • Specialist Youth Servicing Units.

Retirement

FaCS

  • Age Pension
  • Wife Pension
  • Pension Loans Scheme
  • Commonwealth Seniors Health Card
  • Pension Bonus Scheme.

Health

  • Income Assessment for Residential Care Fees.

DVA

  • Veterans' Information and Communication Support Services in selected sites
    War Widows Pension.

Families and Children

FaCS

  • Family Allowance
  • Family Tax Payment
  • Maternity Allowance.
  • Maternity Immunisation Allowance
  • Parenting Payment (single and partnered)
  • Jobs, Education and Training
  • Child Support
  • Double Orphan Pension
  • Childcare Assistance.

Disability and Carers

FaCS

  • Disability Support Pension
  • Wife Pension
  • Newstart Allowance (Incapacitated)
  • Youth Allowance (Incapacitated)
  • Sickness Allowance
  • Mobility Allowance
  • Carer Payment
  • Carer Allowance
  • Disability Services
  • Disability Employment Services
  • More Intensive and Flexible Services.

DEWRSB

  • Employment Services for Special Groups (People with Disabilities).

DETYA

  • Disabled Apprentice Wage Subsidy Program
  • Assistance for Special Groups.

Health

  • Hearing Services.

Rural and Housing

FaCS

  • Remote Area Allowance
  • Rent Assistance
  • Retirement Assistance for Farmers
  • Ex-Gratia Payments for Farmers.

AFFA

  • Exceptional Circumstances Relief Payments
  • Farm Help
  • Dairy Exit Program.

Non-specific services

  • Rural Agents.

Multicultural Services

FaCS

  • Multicultural Service Officer
  • Centrelink Multilingual Call
  • Interpreter and Translation Services
  • Special Benefit*
  • Crisis Payment*.

(*Managed by Multicultural Community Segment for all customers).

Indigenous Services

  • Indigenous Service Officers (community development)
  • Indigenous Customer Service Officers (customer contact)
  • Community Agents
  • Interpreter Services
  • Indigenous Service Units
  • Indigenous Call Centres
  • Remote Visiting Teams
  • Support Network for Aboriginal and Torres Strait Islander Parents.

Other Services

  • Health Care and Pensioner Concession Cards and other Customer Concessions
  • Pharmaceutical Allowance
  • Telephone Allowance
  • Bereavement Payment
  • Income Support and other assistance for Homeless Customers
  • Centrepay
  • Social Work Services
  • Financial Information Service
  • International Services
  • Overseas Pensions (Reciprocity).

FaCS

  • FaCS Corporate Services.

TSG

  • Service Tasmania.

HA

  • Rent Deduction Scheme.

DoTRS

  • Tasmanian Freight Equalisation Scheme.
  • Bass Strait Passenger Vehicle Equalisation Scheme.

DCITA

  • Government Information Centre.

DIMA

  • Assurance of Support.

Health

  • Office of Hearing Services.

DFaT

  • Passport Call Centre.

AEC

  • Data provision.
Key:  
FaCS Dept of Family and Community Services
DEWRSB Dept of Employment, Workplace Relations and Small Business
DETYA Dept of Education, Training and Youth Affairs
Health Dept of Health and Aged Care
AFFA Dept of Agriculture, Fisheries and Forestry
DVA Dept of Veterans' Affairs
DOCITA Dept of Communications, Information Technology and the Arts
DfaT Dept of Foreign Affairs and Trade
DoTRS Dept of Transport and Regional Services
DIMA Dept of Immigration and Multicultural Affairs
TSG Tasmanian State Government
HA State and Territory Housing Authorities
AEC Australian Electoral Commission

Centrelink has established over 1000 sites Australia-wide and makes more than 43 billion worth of payments per year on behalf of 13 key agencies.

Our Purpose

Centrelink was created to provide exceptional service to the community by linking Australian government services and to achieve best practice in service delivery.

Our Vision

Centrelink will make a difference to the Australian community through responsive, high-quality government services and opportunities, and giving value for money.

Our Business

Our business is to assist Australians through life by linking them with responsive, high-quality and cost-effective government services. The creation of Centrelink as a one-stop-shop has improved customer access to and simplified the provision of these services. The scale of Centrelink business is described in Table 1. A summary of the services we provide to customers is detailed in Figure 1.

Table 1: Our business

Our Customers:  
Number of customers 6.4 million
Number of individual entitlements 9 million
Letters to customers more than 101 million per annum
Home visit reviews 98 673 per annum
Booked office appointments more than 6.5 million per annum
New claims lodged 4.4 million per annum
Newstart and Youth Allowance continuations 14.1 million lodged per annum
Mainframe online transactions more than 2.9 billion per annum
Successful telephone calls more than 22.5 million per annum
Internet web page view 2.3 million per annum

Delivering services across the nation

Centrelink assists the Australian community through a vast network of offices. Our organisational framework and customer service network.

Centrelink delivers services across Australia through a range of service delivery sites.

Creating opportunities for our customers

Job seekers turned out in force for the Parramatta Jobs Expo held in Area West NSW in the lead up to the Olympics.

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