The journey to recovery from a major surgery is a courageous and challenging endeavour.

With each step forward comes a profound sense of resilience and determination, as individuals navigate the physical, emotional, and cognitive effects of their treatment.

Unfortunately for Australians relying on welfare services, hospitalisation doesn't always mean understanding and support from governmental agencies.

Mark (name changed) found himself in a dire situation where his Centrelink payments were halted while he was unable to fulfil his job-seeking obligations due to being in the hospital recuperating from a brain tumour surgery.

His jobseeker payments were suspended by his job agency in April 2023, despite submitting a medical certificate verifying his surgery.

A letter from Services Australia said his payment was ‘stopped from 14 April 2023 because you did not go to, or were late for an appointment arranged by your provider on 13 April 2023’.

There is no rule mandating employment agencies to communicate with their employees before halting their payments.

While recovering from a brain tumour surgery, Mark’s Centrelink payments were cut off by his job agency in April 2023. Credits: Shutterstock

Despite Mark submitting a medical certificate to Services Australia citing his inability to meet his obligations due to undergoing surgery on 10 April, the payments were still suspended.

‘I ended up in hospital after the operation and then got a text message from [the job provider] saying they’ve cancelled my payments, which was really frustrating,’ Mark said.

The disheartening reality was that the medical certificate took weeks to process, while Mark faced six weeks without financial assistance during his recovery when clarity of thought and communication was impeded.

The suspension placed him in a vulnerable position with no funds to cover the basics such as food or a roof over his head—particularly problematic as he was also grappling with homelessness.

‘Technically, I was in hospital, but I was homeless. I was staying in short-term accommodation,’ he explained.

‘So I thought, “That’s all I need to have that cut off. How am I going to pay rent anywhere? Buy food?” It was just a kick in the guts I didn’t really need at the time.’

‘I had to try then, to call them back, then call the manager, and it just became a drawn-out process,’ he added.

Mark relocated to his sister's residence in regional Victoria to recover from the operation.

With her assistance, he reached out to Services Australia and applied for a medical exemption.

However, he expressed frustration, stating that his benefits should not have been terminated in the first place.

‘I think it’s overreaching,’ he said. ‘[Services Australia] have been given too much authority to cancel people’s payments without proper due diligence.’

He expresses gratitude for the current medical exemption but recalled, ‘it just wasn’t there’ when he needed it initially.

The concerns echoed by ACOSS Chief Executive, Cassandra Goldie, point to an immediate need for reform, saying the number of suspensions was ‘unconscionable’.

‘Each month, more than 80,000 people are threatened with loss of the income support that barely keeps them fed and housed, often due to oppressive automated systems that can make it impossible for people to meet their compliance obligations,’ she said.

Goldie added that the suspension of payments can cause immense mental distress and exacerbate the financial hardship of those already struggling.

‘It is long past time to end this harmful practice,' she declared as she called for the system to show compassion and consider individual circumstances rather than operate on an automatic suspension protocol that can unjustly cut off vital support.

Last year, the parliamentary review conducted on the government's primary employment services program, Workforce Australia, proposed discontinuing automated payment suspensions, and suggested that only officials at Centrelink should be authorised to suspend income support payments.

Tony Burke, Minister of the Department of Employment and Workforce Relations (DEWR), as well as Mark’s job agency, has yet to comment on Mark’s issue.

Last week, a spokesperson of the department said that less than 10 per cent, or 28,283 of suspensions, result in a pause in income and that the median duration is four business days.

When asked about the actions to ensure that all suspensions are valid, a spokesperson said, ‘The department works closely with all providers to ensure that client requirements are appropriate to their individual circumstances.’

‘We monitor [providers’] application of the Targeted Compliance Framework and continually engage with providers on how they are applying payment suspensions and demerits, and take action where it is identified that compliance has been incorrectly applied.’

Aside from this issue, another problem that frustrates Aussies is waiting endlessly on hold in Centrelink lines before they can seek assistance from the government.

However, a savvy social media user recently revealed a trick on how to navigate this problem. You can learn more about it here.

Key Takeaways

• A jobseeker's Centrelink payments were suspended while he was recovering from brain surgery, despite submitting a medical certificate.
• The case highlighted issues with automated suspension systems that can unfairly cut off welfare recipients without proper due diligence.
• The Chief Executive of Australian Council of Social Service (ACOSS), Cassandra Goldie, criticised the current regime as oppressive, causing unnecessary stress and poverty among jobseekers.
• A review recommended ceasing automated payment suspensions and giving the authority to suspend income support payments exclusively to Centrelink officials.

What is your take on Mark’s case? Have you also had problems with your Centrelink payments? Let us know in the comments below.

 

[Gsr]

Uploading a document to Centrelink is fraught with danger. Where possible, submit any forms IN PERSON and get a reference number.

Even though a condition may be permanent, an SU415 form is only valid for a maximum of 12 weeks. Repeated submissions of these forms usually result in Centrelink contacting you suggesting you transfer from Jobseeker payments to the Disability Support Pension.

Not so sure Centrelink willingly change anyone from jobseeker to DSP. My sister has been putting in forms filled in by dr for over 3 years and multiple forms for DSP, but despite all this and the fact she has trouble mobilising on a good day, and has many days when she can’t mobilise without assistance, Centrelink still keep telling her she doesn’t qualify for the DSP.

 

[Gsr]

Trying to contact the ATO is just as hard, my grandsons ATO account got unlinked from his myGov, by itself apparently. Despite multiple attempts to relink it we couldn’t get it to work. Ringing ATO we only ever got told “we are busy, ring back later” plonk the phone down. After visiting Centrelink and being given a card with ATO phone numbers we tried the indigenous line, got through in less than 5 minutes. Grandson gave them his full name, DOB, address, TFN. Person asked him a couple of questions he wasn’t sure about, his private health cover which he didn’t realise he was still covered by his fathers. He asked me, then was told she couldn’t identify him and because he asked me a couple of things wouldn’t give him a linking code and hung up. This annoyed me, so I rang back, got through quickly to another person and asked her what they need to identify someone. After telling her about the other call she spoke to my grandson, asked him the same ID questions plus his licence details and gave him a linking code. Finally after months we got his ATO linked to his myGov again and got his tax done. Some people really shouldn’t be working in these services.

 

[DLHM]

In my experience, I’ve never known of any government agency who exhibits adequate communication skills. Makes me wonder what the criteria is for employing people who are supposed to serve the public.

 

[LeahI]

In my experience, I’ve never known of any government agency who exhibits adequate communication skills. Makes me wonder what the criteria is for employing people who are supposed to serve the public.

Their policies are really stupid. My daughter worked in BDM for a short time. She hated it because she wasn't actually allowed to assist people. She was basically only able to check their request advise it was still in progress. So policies like that make the staff member sound stupid and she is far from it.

 

[DLHM]

Their policies are really stupid. My daughter worked in BDM for a short time. She hated it because she wasn't actually allowed to assist people. She was basically only able to check their request advise it was still in progress. So policies like that make the staff member sound stupid and she is far from it.

No wonder your daughter only worked there for a short time. Must’ve been so frustrating for her when she was held back from utilising her skills.

 

[ROB 1]

If he was a Muslim or Boat refugee wouldnt have been a problem,10 wives and 20 children yea come on in......Center link here we come.....

 

[Juliebarnes53]

Many years ago ,to get through to someone to talk to I would ring the complaints number. Always received promt advice and service. I had a genuine complaint ,I couldn’t spend hours on the phone

 

[Jen77au]

Uploading a document to Centrelink is fraught with danger. Where possible, submit any forms IN PERSON and get a reference number.

Even though a condition may be permanent, an SU415 form is only valid for a maximum of 12 weeks. Repeated submissions of these forms usually result in Centrelink contacting you suggesting you transfer from Jobseeker payments to the Disability Support Pension.

Thanks for the tip however I have seen staff in the office direct clients to online services, using the computers in the offices. It’s been suggested to me a few times as well and when I’ve brought up that I had uploaded them they tell me to do it again. It’s frustrating for me, let alone people aren’t as tech savvy. It’s like the banks trying to convince everyone to get online. They don’t understand or respect our older generations at all.

 

[Jen77au]

If he was a Muslim or Boat refugee wouldnt have been a problem,10 wives and 20 children yea come on in......Center link here we come.....

And driving around in their 4WD bmws, etc. when my $800 car sits dead on my lawn while I’m scrimping and saving the $1500 to get it fixed. I know it would be easier to replace it but because I’m only on DSP, I can’t get a loan. They won’t even approve me for a NILs loan.

 

[Elves]

It is my understanding, it is Centrelink.

Mark's case is an example of a system that fails. Yes many are paid, but many are suspended and basic rights to food and accommodation should not be impacted.

Processing times are way behind, more staff required to process.

For me, I kept getting text messages about my Jobseeker, that I had mutial obligations, I missed my date etc. I had ignored it because I had submitted medical certificate, uploaded to Centrelink. The Govt wants us to use digital means to action, as this saves time, NOT!

So I got more Workforce messages. I uploaded the certificate again, these were 16th Feb 24 and later. I continued getting Workforce messages, the same my payments were suspended, as I had not met requirements. I log on to Centrelink app, contact your service provider.

No I am not. I should be on sickness, or equivalent. I applied for workers comp, no payments and was told to apply for Centrelink until resolved. Exemptions had been applied, complaints had been involved previously. So I phoned complaints yesterday, she apologised that an exemption had not been keyed, she would put me through internally to Jobseeker to deal with it as I would not be able to get through on the phones. I was told also to ring Workforce as it was them that needed to action, I said no, I have a medical certificate, have uploaded this twice and it was a Centrelink issue for not keying an exemption. I technically have a job, that I am fighting about, under workers comp. I am not medically fit to work, so why send someone to a job plan, network??? Again, I have a job and I am on leave no pay.

I waited 1hr 16mins and hung up, without any resolution.

So this morning, I called Workforce, explained, I had never registered, she said log on to My Gov, and stay on the phone and she will help me get the link to go through the process. I refused. I said no I have an exemption and not fit to work. She said go into Centring Office, take the Certificate and get them to do the exemption (why, when it has been uploaded twice!)

I got my partner to drive me, disabled parking always taken, no parking usually. I waited for sometime before speaking with staff. She said, she would fix it, that will stop it, and I would need to go for a capacity to work, assessment. Given it is over 12 weeks. I said I can' t, I have a job. I just can't work, go back, this is going to court under workers comp, no pay. Two years, but only benefits from June 23.

She said you are on a participant payment????? Not aware of this...I can't go for jobs, medical reasons, and technically still have a job, on leave no pay. Go figure, no income, my partner on aged pension and we have a mortgage to pay!!!

While there, there was a man before me, his payment suspended too. He had uploaded medical certificates too. He was under a specialist and had health issues.

He like me, have around 3 years to go before being able to claim an aged pension. We fall through the cracks anyway, due to age, increasing retirement age from. 65 to 67. Wrong on so many levels. Age discrimination exists too on jobs.

So the system needs to change, and promoting digital compliance fails when they don't actioning a timely manner, that which they request of us. We get no leeway, but they have all the excuses, they are behind, no time, not enough staff, wonder how they would go if their wages were suspended, and they are on approx $1200- $2,000 a fortnight MORE THAN ME.

Time for a change, pay people, if not eligible, then send debt collectors. But pay people. Dont stress them more. After all, when Covid hit, they were handing out money left, right and centre. Told to process it ASAP, even took Child Support staff away to assist processing ASAP. So if they can do it then and later verify claims, they can pay recipients now and verify.

Not good enough, jut isn't

 

[LeahI]

It is my understanding, it is Centrelink.

Mark's case is an example of a system that fails. Yes many are paid, but many are suspended and basic rights to food and accommodation should not be impacted.

Processing times are way behind, more staff required to process.

For me, I kept getting text messages about my Jobseeker, that I had mutial obligations, I missed my date etc. I had ignored it because I had submitted medical certificate, uploaded to Centrelink. The Govt wants us to use digital means to action, as this saves time, NOT!

So I got more Workforce messages. I uploaded the certificate again, these were 16th Feb 24 and later. I continued getting Workforce messages, the same my payments were suspended, as I had not met requirements. I log on to Centrelink app, contact your service provider.

No I am not. I should be on sickness, or equivalent. I applied for workers comp, no payments and was told to apply for Centrelink until resolved. Exemptions had been applied, complaints had been involved previously. So I phoned complaints yesterday, she apologised that an exemption had not been keyed, she would put me through internally to Jobseeker to deal with it as I would not be able to get through on the phones. I was told also to ring Workforce as it was them that needed to action, I said no, I have a medical certificate, have uploaded this twice and it was a Centrelink issue for not keying an exemption. I technically have a job, that I am fighting about, under workers comp. I am not medically fit to work, so why send someone to a job plan, network??? Again, I have a job and I am on leave no pay.

I waited 1hr 16mins and hung up, without any resolution.

So this morning, I called Workforce, explained, I had never registered, she said log on to My Gov, and stay on the phone and she will help me get the link to go through the process. I refused. I said no I have an exemption and not fit to work. She said go into Centring Office, take the Certificate and get them to do the exemption (why, when it has been uploaded twice!)

I got my partner to drive me, disabled parking always taken, no parking usually. I waited for sometime before speaking with staff. She said, she would fix it, that will stop it, and I would need to go for a capacity to work, assessment. Given it is over 12 weeks. I said I can' t, I have a job. I just can't work, go back, this is going to court under workers comp, no pay. Two years, but only benefits from June 23.

She said you are on a participant payment????? Not aware of this...I can't go for jobs, medical reasons, and technically still have a job, on leave no pay. Go figure, no income, my partner on aged pension and we have a mortgage to pay!!!

While there, there was a man before me, his payment suspended too. He had uploaded medical certificates too. He was under a specialist and had health issues.

He like me, have around 3 years to go before being able to claim an aged pension. We fall through the cracks anyway, due to age, increasing retirement age from. 65 to 67. Wrong on so many levels. Age discrimination exists too on jobs.

So the system needs to change, and promoting digital compliance fails when they don't actioning a timely manner, that which they request of us. We get no leeway, but they have all the excuses, they are behind, no time, not enough staff, wonder how they would go if their wages were suspended, and they are on approx $1200- $2,000 a fortnight MORE THAN ME.

Time for a change, pay people, if not eligible, then send debt collectors. But pay people. Dont stress them more. After all, when Covid hit, they were handing out money left, right and centre. Told to process it ASAP, even took Child Support staff away to assist processing ASAP. So if they can do it then and later verify claims, they can pay recipients now and verify.

Not good enough, jut isn't

It is my understanding, it is Centrelink.

Mark's case is an example of a system that fails. Yes many are paid, but many are suspended and basic rights to food and accommodation should not be impacted.

Processing times are way behind, more staff required to process.

For me, I kept getting text messages about my Jobseeker, that I had mutial obligations, I missed my date etc. I had ignored it because I had submitted medical certificate, uploaded to Centrelink. The Govt wants us to use digital means to action, as this saves time, NOT!

So I got more Workforce messages. I uploaded the certificate again, these were 16th Feb 24 and later. I continued getting Workforce messages, the same my payments were suspended, as I had not met requirements. I log on to Centrelink app, contact your service provider.

No I am not. I should be on sickness, or equivalent. I applied for workers comp, no payments and was told to apply for Centrelink until resolved. Exemptions had been applied, complaints had been involved previously. So I phoned complaints yesterday, she apologised that an exemption had not been keyed, she would put me through internally to Jobseeker to deal with it as I would not be able to get through on the phones. I was told also to ring Workforce as it was them that needed to action, I said no, I have a medical certificate, have uploaded this twice and it was a Centrelink issue for not keying an exemption. I technically have a job, that I am fighting about, under workers comp. I am not medically fit to work, so why send someone to a job plan, network??? Again, I have a job and I am on leave no pay.

I waited 1hr 16mins and hung up, without any resolution.

So this morning, I called Workforce, explained, I had never registered, she said log on to My Gov, and stay on the phone and she will help me get the link to go through the process. I refused. I said no I have an exemption and not fit to work. She said go into Centring Office, take the Certificate and get them to do the exemption (why, when it has been uploaded twice!)

I got my partner to drive me, disabled parking always taken, no parking usually. I waited for sometime before speaking with staff. She said, she would fix it, that will stop it, and I would need to go for a capacity to work, assessment. Given it is over 12 weeks. I said I can' t, I have a job. I just can't work, go back, this is going to court under workers comp, no pay. Two years, but only benefits from June 23.

She said you are on a participant payment????? Not aware of this...I can't go for jobs, medical reasons, and technically still have a job, on leave no pay. Go figure, no income, my partner on aged pension and we have a mortgage to pay!!!

While there, there was a man before me, his payment suspended too. He had uploaded medical certificates too. He was under a specialist and had health issues.

He like me, have around 3 years to go before being able to claim an aged pension. We fall through the cracks anyway, due to age, increasing retirement age from. 65 to 67. Wrong on so many levels. Age discrimination exists too on jobs.

So the system needs to change, and promoting digital compliance fails when they don't actioning a timely manner, that which they request of us. We get no leeway, but they have all the excuses, they are behind, no time, not enough staff, wonder how they would go if their wages were suspended, and they are on approx $1200- $2,000 a fortnight MORE THAN ME.

Time for a change, pay people, if not eligible, then send debt collectors. But pay people. Dont stress them more. After all, when Covid hit, they were handing out money left, right and centre. Told to process it ASAP, even took Child Support staff away to assist processing ASAP. So if they can do it then and later verify claims, they can pay recipients now and verify.

Not good enough, jut isn't

That's a tangled mess you're in

 

[Elves]

Whilst I agree there are major problems with Centrelink, THIS issue is with the Job Search provider! Despite what you inform Centrelink, they have the means to overide your payment with a click of a button. They can also continue to call and threaten you AFTER you get a job, and have informed them multiple times you are now employed and no longer receiving payments. Certification is badly needed for both these roles as most positions themselves are backfilled by unemployed who know nothing of rules and regulations. The other thing here to remember is, the rules, regulations, and constant monitoring have evolved over the years due to “less honest” answers that cause staff to query responses. NOT doing this poor gentleman’s case though

Not really, I have battled this for ages, been to MP, it took months for approval, no income, both my payment and aged pension for partner, he's 68.
Centrelink need to action medical certificates in a timeframe, we have to send to get payments, but they continually don't. If they did, if they coded exemptions, workforce would not be harassing people.

the blame is with Centrelink.

 

[gamiry]

Uploading a document to Centrelink is fraught with danger. Where possible, submit any forms IN PERSON and get a reference number.

Even though a condition may be permanent, an SU415 form is only valid for a maximum of 12 weeks. Repeated submissions of these forms usually result in Centrelink contacting you suggesting you transfer from Jobseeker payments to the Disability Support Pension.

Time Hans Jongen got the arse and someone with a brain and heart gets in to clean this mess up. If I'm not mistaken this gentleman said he was in hospital as well as homeless. Poor man wasn't going to win whatever he did.

 

[Jen77au]

Time Hans Jongen got the arse and someone with a brain and heart gets in to clean this mess up. If I'm not mistaken this gentleman said he was in hospital as well as homeless. Poor man wasn't going to win whatever he did.

They always have people who have no idea of the hardship us ‘commoners’ are facing! Some time ago, they had politicians trying to live on a measly $40 a day as an experiment. They stated it couldn’t be done! I honestly wonder how much they used the ‘golden’ credit cards that day as well. Since it’s only gotten worse since then!

 

[bschulze]

It has to be a class action against non-competency of Centrelink decisions. This government agency completely lost human touch by automating its decision making process that even cagoule not be audited

And notice the dead silence from the millionaire politicians in govt And the hi paid centre link bosses But thanks to the mongrel liberals who put this scheme into being this will continue until the billionaire Until lbanese puts a stop to this and brings back a decent scheme like the the ces the liberals got rid off

 

[gamiry]

I agree there are issues, perhaps getting rid of the JNPs and bringing back the CES is the way to go. Did Mark hand the med cert to Centrelink or to his JNP? If only handed in to the JNP, hard to blame Centrelink iof the JNP stuffed up. Ideally, copy of med cert to both.

WOULD SOMEONE PLEASE EXPLAIN TO THIS THICK HEADED FEMALE WHO MARK WAS SUPPOSED TO GET PERMISSION FROM TO ENABLE HIM TO LODGE HIS FORM .... THE NURSES OR DOCTORS OR MAYBE THE BIG BOSS OF THE HOSPITAL . THIS MAN HAS CLEARLY SAID HE WAS IN HOSPITAL.

 

[Lizzie1149]

I'm guessing the automated system is not monitored sufficiently due to lack of staff. Also I have found many "public servants" seem to be only there for their fortnightly pay. This is coming out of our taxes and they should be wholly and solely under an independent panel that can take on the job of reviewing all payments, in particular payments under medical situations. It is abhorrent that a "public service" organisation funded by tax payers can just use what is in essence AI to control payments without question. Not good enough.

 

[Lizzie1149]

And notice the dead silence from the millionaire politicians in govt And the hi paid centre link bosses But thanks to the mongrel liberals who put this scheme into being this will continue until the billionaire Until lbanese puts a stop to this and brings back a decent scheme like the the ces the liberals got rid off

Don't blame one side of government. I can attest that these unelected bureaucrats make all sorts of decisions without any kind of control over their decisions. I don't care what side of politics you are these greedy control freaks seem to think the money is being pulled out of their a&$ses. Something needs to be done about the gross overpayment of the head honchos and in some cases the middle managers. I have found for the most part, these bureaucrats do not care at all about anyone or anything. If you question them they just stand there poker faced and spew out legislation and regulations without any real knowledge of what needs to happen and how they are impacting on those around them whom they are supposed to be assisting

 

[Luckyus]

Ah caught up by the ponderous bollocks of the bureaucracy?.

 

[Milica]

Did "Mark" submit a Centrelink medical certificate form SU415? It must be completed by a medical practitioner. A simple medical certificate from the GP or similarly qualified person does not suffice.

They suspended his payment due to not attending a job network provider appointment.