Businesses
Good practice guide
Centrelink's Customer Service Charter is a public statement of our commitment to excellence in service delivery. It outlines the standard of service that you can expect from Centrelink and what you can do if you are unhappy with the services that you or your client receive.
Humanitarian Settlement Service (HSS) providers can expect Centrelink to:
- provide details of your client's first appointment (when you lodge their Intent to Claim and provide notification that they have arrived in Australia)
- book an interpreter for every contact with Centrelink if your client needs one
- take copies of all relevant documentation your client has (for example, travel and visa documents)
- organise free translation of your client's documents if they are not in English for their Centrelink claim
- organise your client's payment
- book an interview with a Job Capacity Assessment (JCA) provider if needed. We will request an interpreter for this interview, provide your client with written information about the interview and their appointment, and explain the purpose of a JCA
- provide your client with an interim concession card
- provide your client with customer factsheets and other information products as appropriate
- organise Centrepay deductions on behalf of your client
- obtain a Tax File Number for your client (with their consent)
- explain our Proof Of Identity (POI) requirements to your client
- explain their rights and obligations to your client
- explain participation requirements with your client
- inform customers about the need to notify Centrelink of changes to circumstances
- help your client to complete Centrelink forms
- explain Centrelink letters
- maintain an effective working relationship with you so together we can provide support to your client
- treat your client with respect and courtesy in accordance with the Australian Public Service Code of Conduct
- ensure personal information provided to us by your client is kept private.
Humanitarian Settlement Service (HSS) providers
To ensure that customers are provided with a quality service it is important that HSS providers:
- provide Centrelink with timely notification of refugee arrivals
- stay with your client for the entire new claim interview (this is dependent on humanitarian entrants needs)
- provide support for Centrelink related appointments (for example, attending their JCA appointment)
- assist your client to provide all the relevant information Centrelink needs for their new claim interview
- open a bank account for your client prior to attending the Centrelink new claim interview
- assist your client to disclose all relevant information to Centrelink (for example, Rent Assistance or 'in-kind' support)
- report any discrepancies in your client's information and/or changes in circumstances during Centrelink related appointments
- assist your client in accessing employment service providers
- assist your client to enrol in the Adult Migrant English Program (AMEP) within the first 3 months of arriving in Australia
- advise Centrelink when your client has commenced AMEP English classes. Note: If your client is enrolled in AMEP they may have minimised job search requirements as part of their agreement with Centrelink
- advise us if your client is receiving counselling and assistance due to health related issues (for example, torture or trauma)
- provide us with feedback, and facilitate an ongoing dialogue with Centrelink
- form strong working relationships with your local Centrelink contacts and support other agreed arrangements between Centrelink and HSS providers
- assist your client with settlement issues, such as enrolment in English classes, enrolling children in schools, obtaining a Medicare card and visiting the doctor or dentist.
The agreed process between HSS providers and Centrelink will ensure seamless service delivery that acts in the best interest of mutual customers.