Social Security / Student Assistance
Where to complain:
If you are unhappy about a decision by the Department of Families, Housing, Community Services and Indigenous Affairs you should ask the Department for reconsideration of the decision. If you are unhappy about a decision by Centrelink, you should ask the Centrelink Customer Service Centre where the decision was made.
Centrelink (Customer Relations)
Freecall: 131 021
If you are still unhappy, you can ask for a review of the decision by an Authorised Review Officer. This will be an internal review (by a senior officer in the department), and is free.
For all Centrelink decisions, it is best to lodge an appeal within 13 weeks of the decision being made.
If you are not satisfied, you can lodge an appeal with:
The Commonwealth Ombudsman Darwin
Level 12, NT House, Mitchell Street, Darwin NT 0800
GPO Box 1344, Darwin NT 0801
Telephone: 1300 362 072
Web: www.ombudsman.gov.au
The Commonwealth Ombudsman Alice Springs
Ground Floor, Centrepoint Building, Hartley Street,
Alice Springs NT 0870
PO Box 2388, Alice Springs NT 0871
Telephone: 1300 362 072
Web: www.ombudsman.gov.au
OR
Social Security Appeals Tribunal (SSAT)
Freecall: 1800 011 140
Web: www.ssat.gov.au
This is an external and independent review and is free. Appeals may be lodged over the phone, by letter or on an appeal form. Appeal forms are available at all Centrelink offices and from the Tribunal.
If you or Centrelink is not satisfied with the decision of the SSAT, you have 28 days to lodge an appeal with:
Administrative Appeals Tribunal (AAT)
GPO Box 9955, Brisbane QLD 4001
Toll free: 1300 366 700
Web: www.aat.gov.au
Legal assistance is not essential for AAT Appeals, but should be sought (see Legal Help Resources). In most cases, no fee is payable, however if you do need to lodge a fee, it currently costs $639 to lodge an application.
For ABSTUDY decisions not related to debt recovery, a separate process applies. After you have asked for a reconsideration by the department, you should put your complaint in writing to:
Minister for Children and Youth Affairs
Parliament House, Canberra ACT 2600
If you wish to complain about the way something was or wasn’t done (rather than the decision itself), you may wish to complain to:
The Commonwealth Ombudsman Darwin
Level 12, NT House, Mitchell Street, Darwin NT 0800
GPO Box 1344, Darwin NT 0801
Telephone: 1300 362 072
Web: www.ombudsman.gov.au
The Commonwealth Ombudsman alice springs
Ground Floor, Centrepoint Building, Hartley Street,
Alice Springs NT 0870
PO Box 2388, Alice Springs NT 0871
Telephone: 1300 362 072
Web: www.ombudsman.gov.au
Where to get help:
The Welfare Rights Service at the Darwin Community Legal Service (see Legal Help Resources) can provide assistance in dealing with the Departments and in the review and appeals process.
For other legal help see Legal Help Resources.
