Freedom of Information (FOI)

The Freedom of Information Act 1982 (FOI Act) gives any member of the public a general right of access to information held by Australian Government agencies.

On this page

• Making a request
• Rules and guidelines
• Access to documents
• Facilities for Access to Documents
• Correction of personal records
• Commonwealth Ombudsman
• Centrelink's Freedom of Information Section 9 statement

Making a request

Under Freedom of Information a person can make a request:

• to access documents in the possession of Centrelink, including documents Centrelink holds about them, and
• to amend records containing personal information that is incomplete, incorrect, out of date or misleading
• to access manuals, rules and guidelines that Centrelink uses to make decisions about the various legislation it administers, including:
  • Social Security Act 1991
  • Social Security (Administration) Act 1999
  • Social Security (International Agreements) Act 1999
  • Student Assistance Act 1973
  • Family Assistance Act 1999
  • Family Assistance (Administration) Act 1999.

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Rules and guidelines

Centrelink manuals and instructions are generally available under the FOI Act without a written request. Where copies are requested, there is no charge for the first 25 pages. After that, there is a charge of 10 cents per page.

You can access Relevant legislation for payments from Centrelink including the Social Security (Administration) Act 1999 and Family Assistance (Administration) Act 1999 on this website or they can be purchased from Australian Government Info shops in all capital cities.

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Access to documents

A request for access to documents, including personal records should be in writing. You can use the Centrelink Freedom of Information form 'I want to access or change documents'. The form is available from this website or at any Centrelink Customer Service Centre.

• Freedom of Information - I want to access or change documents form

A letter, fax or a statement over the counter at any Centrelink Customer Service Centre is also acceptable. A request for access to documents must be answered within 30 days from the day following the receipt of the request. This period may be extended.

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Facilities for Access to Documents

The Act provides persons with a legally enforceable right of access to documents held by Centrelink. Many documents are available upon request in full or in part.

Centrelink Customer Service Advisers at Centrelink Customer Service Centres can provide customers with a range of documents that contain their personal information outside the formal provisions of the Act, such as forms and documents customers supplied to Centrelink. Other non-contentious documents may also be available to customers without the need for a written request. These include debt calculations, payment history details, copies of letters and advices sent to a customer and certain computer printouts, where these documents contain the customer's personal information.

Centrelink Customer Service Advisers can also assist a person to make a formal FOI request. Formal requests for access to documents must be in writing. The Centrelink form 'I want to access or change documents' is available from this website or at any Centrelink Customer Service Centre.

• Freedom of Information - I want to access or change documents form

A letter, fax or statement over the counter at any Centrelink Customer Service Centre is also acceptable.

When a Centrelink customer requests access to their income support payment documents, the FOI fees and processing charges generally do not apply. For other people, requests for access to documents must be accompanied by a $30 application fee and further processing charges may also apply.

More information is available by calling Centrelink or visiting a Centrelink Customer Service Centre.

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Correction of personal records

The FOI Act creates a general right and provides a mechanism for a person to request that a document be amended or annotated, if they have lawfully obtained access to a document of an agency (whether under the FOI Act or not), and it contains personal information that:

• is incomplete, incorrect, out of date or misleading
• has been used, is being used, or is available for use, by the agency for an administrative purpose.

Enquiries about corrections of personal records can be made to Centrelink Customer Service Advisers at any Centrelink Customer Service Centre.

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Commonwealth Ombudsman

The Ombudsman's primary focus is to help ensure transparency and fairness in the way citizens are treated by government agencies and to improve public administration generally. The Ombudsman has powers to investigate complaints about the way in which Centrelink administers the FOI Act. The Ombudsman Act 1976 gives the Ombudsman wide powers to question officials and other people, inspect documents and enter Commonwealth premises during the course of an investigation.

In most cases, cooperative working arrangements with agencies mean that these powers do not need to be formally exercised. However, some agencies prefer that the Ombudsman uses formal powers because of the protections (for example, against defamation) which the powers provide to officers who are required to make a statement.

Investigating officers try to resolve less serious complaints as quickly as possible by telephoning the agency to obtain information and discuss the issues involved. Complaints involving complex issues are handled on a more formal basis. Investigators normally write to the agency and set out the complaint. If necessary, the Ombudsman uses powers under the Ombudsman Act 1976 to have people interviewed on oath, or to require an agency to produce files, records or other documents.

The Ombudsman must inform you of the outcome of an investigation, or of the reasons why a complaint has not been investigated or an investigation has not been completed.

The Ombudsman is also required to consider whether the actions of the department or authority concerned were unreasonable, illegal, discriminatory or otherwise wrong. Where such a finding is made the Ombudsman must report accordingly to the agency concerned and may recommend any remedial action. If adequate action is not taken as a result of those recommendations then the Ombudsman can report to the Prime Minister or the Parliament.

You can make a complaint to the Ombudsman by phone, in person, or in writing to any Ombudsman's office in each capital city. For the Ombudsman's phone number, look in the local phone directory under 'Ombudsman'. Complaints are investigated free of charge and in private.

You are free to phone the Ombudsman at any time, but Centrelink appreciates the opportunity to try and resolve any problems or difficulties you may experience. You can do this by telephoning the Customer Relations Line on Freecall™ 1800 050 004.

For further information, visit the Commonwealth Ombudsman website.

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Centrelink's Freedom of Information Section 9 statement

• Centrelink's Freedom of Information Section 9 statement [188 pages, PDF: 839KB]