Report

Design, scope, cost-benefit analysis, contracts awarded and implementation associated with the Better Management of the Social Welfare System initiative

21 June 2017

© Commonwealth of Australia 2017
ISBN 978-1-76010-581-5

View the report as a single document - (PDF 1209KB)


View the report as separate downloadable parts:

MEMBERSHIP OF THE COMMITTEE (PDF 25KB)
ABBREVIATIONS (PDF 12KB)
LIST OF RECOMMENDATIONS (PDF 35KB)
Chapter 1 - Introduction and background (PDF 152KB)

Introduction
What is the OCI?
Report structure
Conduct of the inquiry
Commonwealth Ombudsman investigation

Chapter 2 - Data matching (PDF 411KB)

Overpayment data matching
OCI data matching program
Debt collection and privacy guidelines
Error rates
Individuals' experience
Communication process

Chapter 3 - Communicating with Centrelink (PDF 213KB)

Power imbalance
Initial letters
Communication barriers
Debt notices
Access to information
Centrelink communication channels

Chapter 4 - Challenging debts (PDF 132KB)

Introduction
Process for clarifying, reviewing or appealing a purported debt
Policy on handling queries
Reversal of onus of proof
Community legal sector
Process improvements by the department
Concluding committee view

Chapter 5 - Debt recovery (PDF 114KB)

Process of debt recovery
Debt collection by the department
External debt collection

Chapter 6 - Conclusions and recommendations (PDF 43KB)

Conclusion
Committee recommendations

Coalition Senators' Dissenting Report (PDF 55KB)
APPENDIX 1 - Submissions and additional information received by the Committee (PDF 36KB)
APPENDIX 2 - Public hearings (PDF 28KB)

Committee Secretariat contact:

Committee Secretary
Senate Standing Committees on Community Affairs
PO Box 6100
Parliament House
Canberra ACT 2600

Phone: +61 2 6277 3515
Fax: +61 2 6277 5829
community.affairs.sen@aph.gov.au

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