Privacy and your personal information

Centrelink's Personal Information Policy

The collection, use and disclosure of personal information for Centrelink purposes

This document complements Services Australia's (agency) privacy policy. It contains information about how the agency handles the collection, use and disclosure of personal information.

Centrelink delivers payments and services for:

seniors
job seekers
families
carers
parents
people affected by declared disasters and overseas terrorist acts
people with disability
Indigenous Australians, and
people from diverse cultural and linguistic backgrounds, and provides services at times of major change.

We collect information about Centrelink customers and their non-customer partners/siblings to determine and review:

eligibility and entitlement
determine and recover overpayments
index subsequent claims from the person
their partner
child(ren) or other relatives, and
verify through data matching and internal matching with third parties, personal, financial and other data given in claims and reviews for our payments and programmes.

Collection of personal information in a Centrelink context

We will collect the following information:

Individual details

child support or maintenance details, including particulars of child support entitlement including reasonable action taken to obtain child support and reasons for seeking exemption from collecting child support
identity information, including documents, country of birth and electoral roll details
a customer's facial image, with their consent, to use the Facial Verification System to facilitate Australian Government Disaster Relief Payments
residency, citizenship and nationality information
institutions or prisons (admissions and discharges)
requirements for an interpreter
languages for which an interpreter/translator is accredited
licence information
measure exit reasons for participants
motor vehicle registration
nominee details (both individuals and organisations)
other complex private circumstances
information about partner or other person permitted to enquire
accommodation information, including past and current accommodation details including home ownership or rent amounts paid, homelessness indicator and name and address of people with whom accommodation is shared
Power of Attorney or Guardianship and Tribunal Orders
sex change status
sex/gender of prior and current partners
South Sea Islander information
Tasmanian Transport claimant details
third party verification of crisis details and
trial exit reasons.

Family Details

blended family particulars
child in care, date of birth and age
details of multiple births, surrogacy agreements, expected dates of birth for children
details of circumstances surrounding the provision of care of child(ren) by individuals other than birth parents
details of child(ren) not in care (including adult children)
details of child care usage and fees
percentage of parental care
foster care arrangements
details of parenting skill programme referrals
details of parents and other relatives
war widow status
where relationship status is unclear and requires further assessment, information that is required to establish the financial aspects of the relationship, nature of the household, social aspects of the relationship, presence or absence of a sexual relationship and nature of the commitment
prior and current partner's Centrelink Reference Number (CRN)
TFN for non-customer partners
separation referees and
participation in School Meals Programme.

Health and Welfare Details

accommodation concerns or homelessness
child protection concerns
details of medical conditions, including communicable diseases, type and level of disability, cause of medical conditions, and physical or mental health
details of the cause of a person's death
domestic and family violence, including history of claims for domestic or family violence and details of fear and apprehension experienced by the customer
drug or alcohol issues
housing arrears, debts, risk of homelessness and vulnerability indicators (for the purpose of administering Income Management, Centrepay and rent deductions scheme)
other government or community agency referral
rehabilitation details
sexual abuse history
suicidality or self-harm indicators
the impact an individual's non-vocational barriers have on employment, identified interventions, support requirements and expected outcomes/improvements
the information provided in the assessment is used to inform a referral to a Stream Services, DES-DMS or DES-ESS Provider and to identify other assistance and
whether medical conditions are considered permanent, fully diagnosed, treated or stabilised.

Education Details

customer education history
sibling education details
child/student education (including primary, secondary and tertiary) details, including full-time/part time, study exemptions, registered home schooling, studying overseas and undertaking special education, academic results
details of early childhood education activity referrals and education activity referrals
details of unsatisfactory school attendance
the school individual children are enrolled at
tuition (school) fee amounts payable
confirmation of enrolment verification if required, including dates enrolled and level of education and
details of previous, current and intended course of study, including education institution, participation status of course (that is, full time or part time) and course name, level and duration.

Financial Information

personal and family financial information
claims for dependent partner for taxation, health or other purposes
consent and contact information for the purposes of a financial management programme service assistance referral
details of joint interests, for example, tenancy agreements, joint ownership of assets
financial and other information about a former partner
financial institutions and investment schemes
for the purpose of administering Income Management, personal account details for bill payment purposes ( e.g. account and billing details for Third Party organisations such as Telstra or utility providers)
gifting information
income from employment and other sources including income earned, derived or received from overseas sources
compensation payments received from a foreign country relating to a terrorist act
Income Management spending patterns including (but not limited to) requests for one off or urgent payments
Tax File Number (where authorised)
payment to third parties - including reasons for which payments are made ( e.g. expense categories such as housing debt, bonds, ongoing payment) and
property and assets.

Internal and other agency interactions

application review
assessment outcomes for Income Management eligibility;
complaints made by the customer
customer contact history
Freedom of Information requests
interventions and recommendations
interview and workshop bookings and attendance
Ministerial, Parliamentary or Ombudsman enquiries
overpayment details
payment qualifications/eligibility
prosecution details
Restricted Servicing Arrangements
reviews and appeals
sanctions imposed and
suspensions imposed and details.

Employment Information

ABN details
corporate and trading names
business address and payroll information
Australian Apprentice Commonwealth Registration Number
customer employment history
Job Seeker compliance history and details
Jobs, Education and Training (JET) activity details
level of work ability and barriers to employment
unemployment registration and
details of work performed in the 13 months preceding birth of child(ren), details of employer and return to work details for the assessment of paid parental leave payments and determination of responsibility for the administration of payments (employer or the agency).

Other

legal opinions
reasonable excuse/special circumstances applied and
overseas absences.

Use of personal information in a Centrelink context

We will routinely use personal information for the purposes listed below:

To maintain a record of customer verification and information in respect of Random Sample Survey reviews.
To maintain records of the receipt of unsolicited correspondence from customers in response to them receiving our publications (for example, News for Seniors).
To determine eligibility for the early release of superannuation under severe financial hardship grounds as set out in the Superannuation Industry (Supervision) Regulations 1994.
To maintain a record of customers who have consented to link their agency records and update personal information using the 'Tell Us Once' process. Disclosures are then made in accordance with relevant legislative provisions.
Programme administration and related service delivery activity. Data is varied and ranges from high level aggregated statistical data by payment type to customer unit record level.
call recordings may be used for the following purposes:
- quality assurance
- learning and development
- complaints and feedback management
- review of decisions
- fraud and security, and
- release of information (including Freedom of Information requests)
To determine eligibility for assurers to provide an Assurance of Support, assess and review eligibility and entitlement for assurees, determine and recover overpayments, index subsequent applications from the assurer, link assurer and assuree records to a single case, record details of bank guarantees, advise the Department of Immigration and Border Protection of the outcome of applications for an Assurance of Support and accept, start, reject, cancel or expire assurances.
To establish and maintain a Register of interpreters and translators to enable our staff to offer interpreting or translating assignments to contractors and to pay invoices for these services.
To issue entitlement cards and vouchers and confirm eligibility for various concessions and services, under Commonwealth Legislation, State Legislation and other regulations.
To facilitate the 'Detection and Prevention of Incorrect Payment Arising from Overseas Income' by way of international data exchange in relation to international pensions received by Australians. Data exchange has already taken place with Germany, Japan, the United Kingdom, Malta, the Netherlands, Slovenia, Portugal Spain, the Czech Republic, the Republic of Ireland, Italy and Cyprus. In addition, exchanges of information relating to the death of mutual customers has taken place with the United States of America.
To assess and determine the appointment of a nominee to receive payment/s and/or to interact with us on behalf of customers who are receiving a payment and/or service who need assistance managing their affairs.
To keep records of the advice provided by the Health Professional Advisory Unit (HPAU) to referring officers.
To establish eligibility and support the ongoing administration of Income Management.
To contribute to programme evaluations.
To action a security notice issued by the Attorney-General.
To facilitate internal and external data matching.

Tasmanian Transport Program

To administer the Tasmanian Freight Equalisation Scheme (TFES) and the Bass Strait Passenger Vehicle Equalisation Scheme (BSPVES) on behalf of the Department of Infrastructure and Regional Development.

Bass Strait Passenger Vehicle Equalisation Scheme

To determine and review eligibility and entitlement, recover overpayment, index subsequent claims for businesses and verify with third parties business details, financials and other data given in claims and reviews.

Tasmanian Transport Program: Tasmanian Freight Equalisation Scheme

To determine the eligibility and entitlement, recover overpayment, index subsequent claims for businesses and verify with third parties business details, financials and other data given in claims and reviews.

Families

To maintain Member of a Couple records for the purpose of reviewing eligibility and entitlement for income support and supplementary payments, to assist with research and the programme management of income support and supplementary payments.
For programme management of the Helping Young Parents measure.
For programme management of the Supporting Jobless Families measure.
For programme management of the School Enrolment and Attendance Measure (SEAM). These records are created to assist with the programme management of the measure by recording enrolment and attendance details and monitor compliance with the requirements and to determine whether or not a parent is in scope for the measure and assist with decision making on when a reasonable excuse or special circumstances are to be applied, or when to apply a sanction where a parent fails to comply and does not have special circumstances. Records are kept for customers who are or have been 'in scope' for the SEAM, such as customers, who reside in a SEAM location, are in receipt of a schooling requirement payment and have at least 14 per cent care of a compulsory schooling aged child.
For programme maintenance of Parenting Payment (Single and Partnered). Records are required to determine eligibility and entitlement, determine and recover overpayments, index subsequent claims from the person, their partner, child(ren) or other relatives, to assist with the provision of assistance through labour market programmes provided through other government agencies and verify with third parties personal, financial and other data given in claims and reviews.
For programme management of the now ceased Partner Allowance payment. To assess and review eligibility, overpayments, recovery, referrals and future indexing of payments for related individuals. These records relate to women aged 40 or more at 1 July 1995 (born on or before 1 July 1955) and their dependent partners and other relatives.
To collect information from applicants in order to assess eligibility for payment of Low Income Supplement, Low Income Family Supplement and Single Income Family Supplement.
To determine the eligibility and entitlement, review eligibility and entitlement, recover overpayment, index subsequent claims for businesses and verify with third parties business details, financials and other data given in claims and reviews for Family Tax Benefit Part A and Part B.
To determine and review eligibility and entitlement, determine and recover overpayments, index subsequent claims from the person, their partner, child(ren) or other relatives, and verify with third parties, personal, financial and other data given in claims and reviews for the Child Care Subsidy.
For programme management of the now ceased Baby Bonus payment. To assess and review eligibility, overpayments and recovery of payments. These records relate to claims made for children born or entrusted into care as part of an adoption process before 1 March 2014. Baby Bonus was replaced by Newborn Upfront Payment and Newborn Supplement for children born on or after 1 March 2014.
To determine and review eligibility and entitlement, determine and recover overpayments, index subsequent claims from the person, their partner, child(ren) or other relatives, and verify with third parties, personal, financial and other data given in claims and reviews for the Child Care Subsidy.
To determine and review eligibility and entitlement, determine and recover overpayments, index subsequent claims from the person, their partner, child(ren) or other relatives, and verify with third parties, personal, financial and other data given in claims and reviews for Baby Bonus, Parental Leave Pay, Dad and Partner Pay. From March 2014, Baby Bonus will be replaced by Newborn Upfront Payment and Newborn Supplement.
To determine and review eligibility and entitlement, determine and recover overpayments, index subsequent claims from the person, their partner, child(ren) or other relatives, and verify with third parties, personal, financial and other data given in claims and reviews for the Double Orphan Pension.
To determine and review eligibility and entitlement and to determine and recover overpayments for the School Kids Bonus.
To determine eligibility for financial support for carers that provide care in place of a birth parent.
To determine allocation of income management funds - individual and family circumstances are considered to ensure priority needs are being met and income management expenses are allocated accordingly.

Older Australians

To determine and review eligibility and entitlement, recover overpayments and advances and index subsequent claims from individuals, their partner, child(ren) or other relatives for Widow Allowance.
To determine and review eligibility for, and the rate of, Widowed payments (WID, WDA, BVA), determine and recover overpayments and/or verify with third parties personal data provided in claims and reviews.
To determine and review eligibility and entitlement, recover overpayments and advances and index subsequent claims from individuals for Age Pension, Wife Pension, Widow B Pension, Pension Bonus Scheme and Pension Loans Scheme.

Employment Service Assessment and Job Capacity Assessment

To perform key roles in the delivery of both the Employment Services Assessment (ESAt) and the Job Capacity Assessment (JCA): as a referrer (we perform the majority of ESAt referral and all JCA referrals) and as the provider (health and allied health professional staff conduct all ESAts and JCAs).
ESAts and JCAs involve assessment of an applicant's work capacity, suitability for employment assistance and, were relevant, medical eligibility for the Disability Support Pension. This may include referral to an appropriate employment services provider and/or the writing of professional reports that recommend a referral for disability employment assistance, or mainstream employment assistance.
To inform key recommendations within an ESAt or JCA, the assessor may be required to liaise with an applicant's treating healthcare professional(s) and/or refer an applicant for a Specialist Assessment to a health and allied-health professional internally or externally.

Job Seekers and Students

For the programme management of Newstart Allowance, Youth Allowance (students), Youth Allowance (other), Youth Allowance (Australian Apprentices), Austudy, ABSTUDY, Assistance for Isolated Children. Records are established and maintained to assist with the referrals to employment services, educational assistance programmes, labour market programmes and to determine eligibility and entitlement, review eligibility and entitlement, determine and recover overpayments, recover advances, index subsequent claims from individuals, their partner, child(ren) or other relatives, verify with third parties personal, financial and other data given in claims and reviews, for research, and for the purposes of assessment.
For programme management of Employment assistance for job seekers. The purpose of these records is to assist with the provision of determining eligibility and entitlement, the review of eligibility and entitlement, for research, and programme management of employment services, educational assistance programmes and labour market programmes. These include contracted programmes such as jobactive,, Youth Connections, Green Corps, Drought Force, Skills for Education and Employment , Work for the Dole, New Enterprise Incentive Scheme, Voluntary Work, Reconnect, Adult Migrant English Programme, , Remote Jobs and Communities Programme , Structured Training and Employment Projects and Disability Employment Services.
Comprehensive Compliance Assessments are undertaken by social workers and other specialist staff. Assessments are transmitted to jobactive (from 1 July 2015) providers for information and action.
Activity Test and participation requirements are expected to be appropriately tailored to take account of the job seeker's capacity. Job seekers may sometimes have personal circumstances that directly impact on their ability to comply with their requirements. Circumstances can be such that they warrant the coding of an activity test exemption. There are a number of exemption categories. An exemption will mean that a job seeker is not required to meet activity test or participation requirements for the period of the exemption which may also result in suspension from employment services. Activity Test exemption codes and literal are provided and displayed to a job seekers provider.
A Vulnerability Indicator is a flag that is added to a job seeker's record when they have certain identified vulnerabilities that:
- potentially impact the job seeker's capacity to comply and
- put the job seeker at a higher risk of non-compliance.
Current and historical Vulnerability Indicators can be viewed on a job seeker's record by both Human Services and providers. They alert staff that extra assistance may be required to support job seekers in meeting their Activity Test or participation requirements and the need to exercise caution when considering compliance action.

People with Disability or Illness

To register and assess applicants for their eligibility and payment for the Essential Medical Equipment Payment for medical equipment and/or heating and cooling.
To assess an applicant's medical eligibility for the Disability Support Pension (DSP) including recommendations and referrals to employment services providers where appropriate.
To administer the Disability Support Pension and employment assistance for people with a disability. Records maintained to:
- determine eligibility for, and the rate of, Disability Support Pension
- determine eligibility for additional payments such as pension supplement, telephone allowance, pharmaceutical allowance and rent assistance
- determine suitability for rehabilitation, training or employment assistance
- review eligibility and entitlement
- determine and recover overpayments and
- index intentions to claim and/or index subsequent claims from individuals, their partner, child(ren) or other relatives and verify (with third parties) the personal, financial and other data given in claims and reviews.
To determine and review eligibility for, and the rate of, Mobility Allowance, determine and recover overpayments and/or verify with third parties personal data provided in claims and reviews.
To determine eligibility for and the rate of Sickness Allowance, review eligibility, determine and recover overpayments, determine suitability for rehabilitation and verify with third parties personal, financial and other data given in claims and reviews.
To determine and review a customer's payment and concession eligibility and entitlement, determine overpayments, and verify with third parties financial and other data given in claims and reviews in relation to the customer's and/or their partner's involvement in a special disability trust. The relationship between the trust and the individual can be as a beneficiary, the beneficiary's carer, contributors, the individual's nominee contact and/or trustee(s) of the trust.
To assess an applicant's eligibility for the Australian Victim of Terrorism Overseas Payment. To inform key recommendations within the assessment, the assessor may be required to liaise with an applicant's treating healthcare professional(s) and/or refer an applicant for a Specialist Assessment to a health and allied health professional.

Severe and Extreme Circumstances

To determine eligibility and entitlement, determine and recover overpayments, index subsequent claims from an individual, their partner, child(ren) or other relatives and verify with third parties personal, financial and other data given in claims (there are no reviews) for Crisis Payments.
To determine and review eligibility and entitlement, determine and recover overpayments, index subsequent claims from the person, their partner, child(ren) or other relatives, and verify with third parties, personal, financial and other data given in claims and reviews for Special benefits.
To administer the Australian Government Disaster Recovery Payment, the Disaster Recovery Allowance, and related ex-gratia payments.
When activated by agreement with state or territory governments or Commonwealth departments where their resources are overwhelmed by an emergency, to operate the National Emergency Call Centre Surge Capability.
To determine eligibility and entitlement for the Australian Victim of Terrorism Payment.

Homelessness

To capture intensive servicing activities for record keeping, reporting and planning purposes for the Homeless Outreach Programme and other intensive services programmes.

Social Work Intervention/Assistance

To capture customer details and social work intervention for record keeping, and reporting requirements and to ensure continuity of support in relation to specific service offers with other government departments for vulnerable or at risk customers. Customer data is received from agencies the agency has agreements with. Social work case notes or reports are completed at the conclusion of the intervention with the customer.
To determine and review eligibility and entitlement to payment and services, social workers will seek information and verification from appropriate third parties.
To assign Homelessness Indicator and appropriate referrals to identified customers at risk.
To maintain the Social Work Information System (SWIS), to capture social work activities for recording keeping, reporting and planning purposes including social work assessments and reports (Crisis Payment Reports, Income Management Reports, Unreasonable to Live At Home reports, Maintenance Exemption reports, general social work reports), social work case notes, presenting issues, referral source, intervention types and referral types.
To assist other areas of the business to conduct business with you appropriately.

Carers

To determine eligibility and entitlement for Carer Payment and/or Carer Allowance, caring for a child under 16 years:
- determine eligibility for additional payments such as pension supplement, telephone allowance, pharmaceutical allowance and rent assistance
- determine eligibility for additional supplementary payments such as the annual carer supplement paid on 1 July each to recipients of CP
- determine eligibility for additional supplementary payments such as the annual carer supplement paid on 1 July per care receiver to recipients of CA
- determine eligibility for additional supplementary payments such as the annual child disability assistance payment paid on 1 July per care receiver to recipients of CA for a child under 16 years
- review eligibility and entitlement
- determine and recover overpayments
- index intentions to claim and/or index subsequent claims from individuals, their partner, child(ren) or other relatives and verify (with third parties) the personal, financial and other data given in claims and reviews.
To determine eligibility and entitlement for Carer Payment and/or Carer Allowance, caring for an adult 16 years or over:
- determine eligibility for additional payments such as pension supplement, telephone allowance, pharmaceutical allowance and rent assistance
- determine eligibility for additional supplementary payments such as the annual carer supplement paid on 1 July each to recipients of CP
- determine eligibility for additional supplementary payments such as the annual carer supplement paid on 1 July per care receiver to recipients of CA
- review eligibility and entitlement
- determine and recover overpayments and
- index intentions to claim and/or index subsequent claims from individuals, their partner, child(ren) or other relatives and verify (with third parties) the personal, financial and other data given in claims and reviews.
To determine and review a customer's payment and concession eligibility and entitlement.
To determine overpayments, and verify with third parties financial and other data given in claims and reviews in relation to the customer's and/or their partner's involvement in a special disability trust.
The relationship between the trust and the individual can be as a beneficiary, the beneficiary's carer, contributors, the individual's nominee contact and/or trustee(s) of the trust.

Rural and Remote Australians

To determine eligibility and entitlement for Transitional Farm Family Payment Programme.

Disclosures of personal information in a Centrelink context (including sensitive information)

We will disclose personal information to the following agencies and organisations and in the circumstances and for the purposes noted below:

Administrative Appeals Tribunal (AAT)
agents contracted to the agency
Attorney-General's Department
Australian Childhood Immunisation Register
Australian Federal Police and State Police for investigation and prosecution
Australian Government Solicitor
Australian Institute of Health and Welfare
Australian National Audit Office
Australian Taxation Office
Catholic Education Office
Commonwealth Bank of Australia (for the administration of loans made before the Student Financial Supplement Scheme which closed on 31 December 2003)
Commonwealth Ombudsman
contracted organisations that provide medical and work capacity assessments for services previously provided by CRS Australia
contracted service providers
Department of Agriculture and Water Resources
Department of Education and Training
Department of Health
Department of Home Affairs
Department of Industry, Innovation and Science
Department of Infrastructure and Regional Development
Department of State Growth (Tasmania)
Department of Jobs and Small Business
Department of Transport (Western Australia)
Department of Social Services
Department of the Prime Minister and Cabinet
Department of Planning, Transport and Infrastructure (South Australia)
Department of Veterans' Affairs
Commonwealth Director of Public Prosecutions
educational institutions
Fair Work Ombudsman
Family Law Court
financial institutions for verification purposes
Health Services Australia Medical Officers
humanitarian, welfare and charitable organisations
mental health crisis teams
nominees or third parties with permission to enquire
Department of Education (NT)
Territory Transit (NT)
organisations providing employment services for people with disabilities
organisations providing residential care
other organisations providing concessions (with client consent)
other third parties where it is in the public interest in accordance with the Privacy Act 1988 and the secrecy and confidentiality provisions of other applicable legislation
Department of Transport and Main Roads (Qld)
ACT Government (Car Registrations and Licencing)
Roads and Maritime Services (NSW);
Rural Financial Counsellors
state and territory authorities as approved by the Department of Social Services in the referral and administration of Income Management (such as child protection authorities and housing authorities or authorities or third party organisations contracted under a housing management agreement)
state and territory of the Registrar of Births, Deaths and Marriages
third parties for verification purposes
Tiwi Education Board
various state and municipal authorities (with client consent) and
VicRoads.