Services Australia under fire as audit office discovers rampant errors in Centrelink payments

Services Australia is facing accusations of inflating its payment accuracy ratings in recent reports.

The Australian National Audit Office (ANAO) has released new figures revealing a concerning reality: nearly one in five individuals receiving welfare support payments are being paid incorrectly.

This revelation has prompted the government watchdog to recommend that Services Australia adopt more 'reliable' methods for reporting.



The audit report also shed light on another concerning statistic. One in four welfare claims did not meet the processing deadlines set by the agency itself. This failure to adhere to internal timelines further undermines Services Australia's claims of effective management.

At the heart of the audit was a critical question: Is the agency responsible for Centrelink centres truly delivering 'the right payment at the right time' to recipients?

The findings not only cast doubt on the agency's reporting accuracy but also raise concerns about the overall efficiency of the welfare payment system.


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The Australian National Audit Office has found that approximately one out of every five payments made to Centrelink recipients contains errors, despite Services Australia giving itself high ratings for its performance. Credit: Shutterstock.



Services Australia and its operational procedures have come under intense scrutiny in the wake of scathing revelations from the Royal Commission investigating the Robodebt scheme, which revealed the agency's unlawful practice of issuing debts through the controversial 'income averaging' method.

In a report unveiled recently, the ANAO indicated that the welfare agency touted an impressive 98.9 per cent accuracy rate in disbursing support payments.

However, an independent inquiry conducted by the audit office painted a starkly different picture, pegging the accuracy rate at a notably lower 81.4 per cent.

Within this recalibrated statistic, the report dissected the numbers further: a substantial 13.5 per cent of the payments were identified as overpayments, while 5 per cent represented instances where welfare recipients were underpaid.



The huge difference is said to be due to Service Australia's reporting methodology, criticised as 'biased and incomplete' by the Department of Social Services in early 2021.

The agency excludes inaccurate payments resulting from errors on the recipient's end from its final reported statistics. For instance, if a recipient neglects to communicate changes in their circumstances to Services Australia, leading to an erroneous payment, such instances are not factored into the final percentage calculation.

In the fiscal year 2021-22, underpayments amounted to $514 million.

Meanwhile, overpayments totalled a staggering $7.2 billion, constituting approximately six per cent of the total disbursements. A closer look at these numbers revealed that $468.8 million stemmed from changes in a partner's income.



The report also found that the timeliness of payments was a concern, claiming that the change in how Services Australia reports timeliness has introduced a noticeable bias into the process.

In 2020, there was a remarkable surge in reported timeliness results by Services Australia. However, this failed to mirror any actual performance improvement, raising questions about the reliability of the reports from the agency.

With these findings, the ANAO report has put forth a recommendation for Services Australia: to develop a performance measure that is both 'reliable and unbiased'.

This measure, as suggested, should encompass not only statistics within the agency's control—such as administrative errors—but also those that fall within its sphere of influence, such as recipient fraud or mistakes.



However, a note emerged from the agency itself, opposing the recommendation. The agency argued against incorporating recipient-based errors into its reporting, deeming them irrelevant to assessing Service Australia's administrative performance.

Key Takeaways

  • Services Australia has been accused of inaccurately reporting its payment accuracy to recipients, with an audit revealing nearly one in five of those receiving welfare support payments are being paid incorrectly.
  • The Australian National Audit Office (ANAO) report revealed a discrepancy between Services Australia's claimed accuracy rate of 98.9 per cent and the audit office's finding of 81.4 per cent.
  • The report also raised concerns about the timeliness of payments, highlighting that one in four welfare claims were not processed within the agency's own deadlines.
  • Following the report, Services Australia disagreed with the recommendation to develop a more reliable and unbiased performance measure, as it did not consider recipient-based errors to be relevant to its administrative performance.

Members, what do you think about these findings? Have you personally faced issues with Centrelink payments? How did you handle it? It’s alarming to think of how many recipients have been unknowingly underpaid. Share your experiences with us in the comments section below.
 
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In 2023 February I applied for single pension as I had renovated my house so I could separate under one roof My application I was told was put on priority in July I have never heard back since then.I am struggling to keep my half of the house and may have to just walk away
Carol Harris [email protected]
0402081213
Can anyone help?
Contact Family Advocate and Support Services (FASS) to determine your eligibility for legal funding to sort out property settlement. Call your local MP office first thing Monday to tell them the immediacy of your needs, asking could they intervene on your behalf. They will.
 
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Many years ago my mum in law changed from a Centrelink pension to a Veterans Affairs one because of her husband's war service. He had passed away and so her son took up the fight for her. Despite being informed on several occasions about the change Centrelink kept paying her a pension as well as the Vets one. It took many attempts to get through to them and then she received a very punitive letter basically inferring she was a criminal in accepting both payments. She was very upset about it and my husband went into bat for her and eventually the money was repaid. But Centrelink made out it was her fault not theirs. I'm sure some people try to defraud the government but she certainly was not one of them.
 
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It seems to me that our pension is reduced if our assets increase, because they have access to our financial records, but if they decrease we have to notify them if our assets decrease before they increase our pay.
Hi ElizaKay
Just as a matter of interest I took it upon myself a few years ago after an horrendous marriage breakup to look into this very subject..
Mainly because I knew the Ex was stashing hidden $’s.
The Centrelink office does not have access to your financial institutions.
They only have the data & details you have given them .
It is under the Privacy Act they cannot access your financials via your bank without a legal garnishee or a warrant of execution.
 
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If they excluded people with a lot of assets, and people who get a lot of income from investments, and just paid everyone else the aged pension, the government would get a lot of tax from pensioners wanting to work, and they could save running a large pensions department, and save the average worker a lot of hassle. The gov. would also save on less medical care, as pensioners would be encouraged to work, instead of sitting at home worried that they'll lose part of their pension if they work.
 
Did you get any legal advice on this matter, sounds a bit rough to me.
How long had you been receiving payments, have you ever changed your account number before, there are many things that could make a case. Also are you in the habit of taking out loans on the internet.
Of course I don't know what your circumstances are, but if it was me I would be taking it further as I could prove that I haven't had a loan of
any kind for so long I can't remember, have only changed bank accounts when we have moved
house, etc.
So sorry this has happened to you.
Thanks for your interest. We have had the same bank account number for over 20 years, and it was registered with Centrelink when we were approved for the Aged Pension 5 years ago. We have never taken a loan (apart from a mortgage), and did not even know that a loan from Centrelink was possible. Our only answer is that the Centrelink account was hacked. Apparently the bank to which the loan proceeds and initial pension payment were made is in the USA. We do not know anyone living there, so assume a hacker is responsible.
 
At 83 and not particularly good with computers and dealing with Centrelink, Medicare, My Gov - I am at my wits end - we have visited 2 specialists lately - with a payment of $300+ due back - normally overnight, however after 2 months - still no refund - I have tried to contact all Government departments for help - but - as I indicated I am 83 and would probably get cremated with a mobile stuck in my ear. I think half this lot are still working from home and watching re - runs of home& away - I bet Butler doesn't have to put up with this crap! Come on public servants - get of your collective arses, help people and earn the thousands of dollars you do not deserve.
 
It seems to me that our pension is reduced if our assets increase, because they have access to our financial records, but if they decrease we have to notify them if our assets decrease before they increase our pay.
Not true at all ... they do NOT have access to your financial records at all. If you have a foreign pension or are paid superannuation your fund will notify them of increases but they do NOT access your bank records.
 
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Yesterday I spent over an hour listening to crappy music waiting for an answer when I rang them, then another 40 minutes on the phone with two different people, who at least spoke English enough that I could understand them, bonus me, however they were no help to solving the issue I rang about. My grandson has applied for abstudy as he has secured a job as a low paid apprentice. He has been living in our care for over four years so needs our income records as part of his claim. He got a one time code for us to use to give access to our records but it didn’t work so I rang to complain, well it only works for 24 hours she said, please explain why I tried it twice within that 24 hours and was told it was invalid I said. All the excuses in the world and no we can’t get another code we now have to print out or fill out forms online and submit. To me this is a stalling tactic in hopes we can’t be bothered or by the time we do it the start date of the payment can be delayed. I’m sure this is why there are so many hurdles placed in front of anyone applying for benefits, just look at the extra money the government can waste giving themselves unearned pay rises by delaying everyone’s support payment start dates. Have been dealing with this system for over seven years and have rarely had any good experiences either by phone or person to person. The supposed improvement to the mygov website in my opinion was a 100% disimprovement, it is so hard to even do anything on now it is ridiculous.
And yes the music is crappy but Optus music is worse😂😂😂😂😂
 
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CAN ANYONE BETTER THIS ONE?
I had to provide some documents, urgently requested by Centerlink, and they would not accepted them over the counter because, according to them, they had to be posted even though one of the options of the requesting letter was: "Visit our service centre".
As I unsuccessfully insisted, soon after I received a nasty letter in which, among other intimidations, I was threatened that they would contact the police if I continued to be too argumentative...
Apparently they have time to write threatening letters but no time to accept the delivery of a document.
Sorry but I doubt the veracity of that tale. They do not refuse to take paperwork at the counter and they certainly do NOT threaten you with the police ... unless you have been violent or threatening.
 
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Sometime ago I worked for someone who was taking advantage of his customers in an unfair way. I left that job 15 days after I started it (not 15 years after). If I had kept working there any longer, I would have considered myself, and would have been, as guilt as my ex-employer.
Anyone who keeps working for Centrelink in the knowledge that they are causing unnecessary distress to so many people deserve the abuse that they get because they made themselves accomplices of an unjust and unfair system.
DIMWITS is very mild word compared to what I am thinking!!!
You are vile and nasty! Have you worked for Centrelink? Have you been spat on by a customer? Have you had a dead snake thrown at you over the counter? Have you been punched in the face by a customer? Have you had unknown liquids thrown in your face? Have you had faeces thrown on you? All of this, plus more, has happened to various Centrelink staff and it is fools like you who have no idea what it is like to work for them and who attack them. Shame on you ... what a horrid comment to make!
 
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You are vile and nasty! Have you worked for Centrelink? Have you been spat on by a customer? Have you had a dead snake thrown at you over the counter? Have you been punched in the face by a customer? Have you had unknown liquids thrown in your face? Have you had faeces thrown on you? All of this, plus more, has happened to various Centrelink staff and it is fools like you who have no idea what it is like to work for them and who attack them. Shame on you ... what a horrid comment to make!
This person should refrain from commenting on this site and your right vile and nasty is apt wording👍
 
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I am not questioning the humanity of those who work at Centrelink. Indeed, a computer is only as good as the humanly programmed information it receives. To then turn around and blame the computer, well that is so Orwellian. We don't expect perfection, just accountability and consistency. That isn't too much to ask. Is it? CL should stop expecting the worst from the public by changing the voice message preamble. Accusing the public of barbaric interpersonal behaviour before they have even spoken a word, well that's going to work, isn't it!

I am not questioning the humanity of those who work at Centrelink. Indeed, a computer is only as good as the humanly programmed information it receives. To then turn around and blame the computer, well that is so Orwellian. We don't expect perfection, just accountability and consistency. That isn't too much to ask. Is it? CL should stop expecting the worst from the public by changing the voice message preamble. Accusing the public of barbaric interpersonal behaviour before they have even spoken a word, well that's going to work, isn't it!
This one is for Siameezer:
:)
 
Sorry but I doubt the veracity of that tale. They do not refuse to take paperwork at the counter and they certainly do NOT threaten you with the police ... unless you have been violent or threatening.

Sorry but I doubt the veracity of that tale. They do not refuse to take paperwork at the counter and they certainly do NOT threaten you with the police ... unless you have been violent or threatening.
Of course, It is your prerogative not to believe it, but unfortunately it is the way it happened.
Why would I be violent or threatening when I was only trying to deliver a letter?
At one stage, I was circled by 3 Centrelink employees and a Security Guard close by overlooking the argument. All of them were double my size and at least one third my age. What sort of threat would I be to them?
No, Mr/Mrs siameezer, I can assure you that at 76 years of age I couldn't be a threat to anyone even if I wanted to. The reality is that at Centerlink they want everyone to do things on line and make the experience of visiting the centre as difficult as possible to achieve that objective.
There was absolutely no reason for them not to take my letter and deal with it whenever they felt like!
 
Of course, It is your prerogative not to believe it, but unfortunately it is the way it happened.
Why would I be violent or threatening when I was only trying to deliver a letter?
At one stage, I was circled by 3 Centrelink employees and a Security Guard close by overlooking the argument. All of them were double my size and at least one third my age. What sort of threat would I be to them?
No, Mr/Mrs siameezer, I can assure you that at 76 years of age I couldn't be a threat to anyone even if I wanted to. The reality is that at Centerlink they want everyone to do things on line and make the experience of visiting the centre as difficult as possible to achieve that objective.
There was absolutely no reason for them not to take my letter and deal with it whenever they felt like!
I do not believe you were threatened with police action at all. I am sorry. It is almost impossible for staff to get them to act when they are physically attacked by customers so it is even harder to accept someone who says they were not threatening in any manner would be subjected to that.
 
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I do not believe you were threatened with police action at all. I am sorry. It is almost impossible for staff to get them to act when they are physically attacked by customers so it is even harder to accept someone who says they were not threatening in any manner would be subjected to that.
I am sorry, my english is not very good, I never went to english school, but I think that the letter they sent means exactly what I said. Check the attachment
 

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It’s not a competition dorkhead👎

No way you could be a scammer you type good english for someone whose English isn’t very good👎
Ha-Ha - Thanks, but seriosly I never went to english school in Australia, what I know is what I picked up during the 60 odd years at work in Australia. My preferred language is still the one I learned from birth. My grandchildren make a lot of fun with the many mistakes I make, but that's life and I like it
 

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