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Customer Service

Centrelink continues to improve the way the Government deals with people. Centrelink offers a range of services delivered on behalf of ten government policy departments and a number of other agencies. In its ongoing drive to deliver better services for its customers, Centrelink:

• has simplified arrangements through an integrated network of Customer Service Centres across Australia
• undertakes research and regularly conducts surveys of customers to find out how satisfied they are with Centrelink services
• has developed a more streamlined and customer-focused approach to service
• is offering a variety of ways to do business, including office interviews by appointment, telephone, online computer services and home visits
• is actively promoting the Centrelink Customer Service Charter.

Listed below are some useful links to information which supports our customer service commitment:

• Helping Centrelink improve its service - complaints, compliments and feedback factsheet - provides information about how you can help Centrelink improve its service.
• Complaints - how to lodge a complaint and what actions we will take to resolve the problem.
• Disability Services - provides information on Centrelink's committment to ensuring everyone has access to Centrelink payments and services regardless of their disability, illness, injury or caring responsibilities.
• Feedback - provide a comment about the service you have received from Centrelink.
• Statement of Commitment: Listening and Responding to Customer Feedback - provides information on how you can give us feedback and how we will respond to any complaint or other feedback you have about our service.
• Review/Appeals - find out about the review and appeals processes.
• Freedom Of Information - find out about access and correction processes for personal records.
• Privacy & Your Personal Information - how we ensure your privacy as a customer.
• Call Centre Performance - provides information about response times to customer enquiries.
• Contact Us - information about the different ways you can contact Centrelink.