Footnotes

Chapter 1 - Introduction and background

[1]        Anne, Committee Hansard, 11 April 2017, p. 58.

[2]        See for example Christopher Knaus, 'Centrelink urged to stop collecting welfare debts after compliance system errors, The Guardian, 14 December 2016, https://www.theguardian.com/
australia-news/2016/dec/14/centrelink-urged-to-stop-collecting-welfare-debts-after-compliance-system-errors
(accessed 16 February 2017); Henry Belot, 'Centrelink debt recovery: Government knew of potential problems with automated program', Australian Broadcasting Corporation, 12 January 2017, http://www.abc.net.au/news/2017-01-12/
government-knew-of-potential-problems-with-centrelink-system/8177988
(accessed 20 February 2017); Pat McGrath, 'Leaked Centrelink memo shows staff told not to process debt disputes in person', Australian Broadcasting Corporation, 13 January 2017, http://www.abc.net.au/news/2017-01-12/centrelink-memo-shows-staff-ordered-not-to-process-debt-disputes/8177652 (accessed 16 February 2017).

[3]        Dr Cassandra Goldie, Chief Executive Officer, Australian Council of Social Service, Committee Hansard, 8 March 2017, p. 1.

[4]        Dr Goldie, Committee Hansard, 8 March 2017, p. 1.

[5]        Commonwealth of Australia, Budget Measures: Budget Paper No. 2 2015–16, p. 116.

[6]        Liberal Party of Australia and The Nationals, The Coalition's policy for better management of the social welfare system, June 2016, https://cdn.liberal.org.au/pdf/policy/2016%20Coalition
%20Election%20Policy%20-%20Better%20Management%20of%20the%20Social%20Welfare
%20System.pdf
(accessed 17 May 2017).

[7]        Mr Greg Williams, Deputy Commissioner, Smarter Data, Australian Taxation Office, Committee Hansard, 8 March 2017, p. 23. The department has been using PAYG (pay-as-you-go) statements to conduct data matching since 2004. See: Ms Malisa Golightly, Deputy Secretary, Integrity and Information Group, Department of Human Services, Committee Hansard, 18 May 2017, p. 24.

[8]        Ms Malisa Golightly, Deputy Secretary, Integrity and Information Group, Department of Human Services, Committee Hansard, 20 October 2016, p. 183; Commonwealth of Australia, Mid-year Economic and Fiscal Outlook 2015–16, December 2015, p. 210, http://www.budget.gov.au/2015-16/content/myefo/download/10_AppendixA_Expense.pdf (accessed 17 May 2017).

[9]        Michael, Committee Hansard, 16 May 2017, p. 56; Ian, Committee Hansard, 26 April 2017, p. 58.

[10]      #NotMyDebt, https://www.notmydebt.com.au/ (accessed 22 May 2017).

[11]      Dr Goldie, Committee Hansard, 16 May 2017, p. 12.

[12]      Non-OCI debts include any debts that were raised by the department after manual checking. Usually these were older debts from years that were not covered by the compliance intervention.

[13]      Commonwealth of Australia, Budget Measures: Budget Paper No. 2 2015–16, p. 116.

[14]      The scheme was expanded to include PAYG income for the 2013–14 and 2014–15 financial years and non-PAYG income for the years 2010–11 to 2013–14. Commonwealth of Australia, Mid-year Economic and Fiscal Outlook 2015–16, December 2015, pp. 210–211.

[15]      Commonwealth of Australia, Mid-year Economic and Fiscal Outlook 2016–17, December 2016, p. 189.

[16]      Ms Golightly, Committee Hansard, 8 March 2017, p. 46; Ms Kathryn Campbell CSC, Secretary, Department of Human Services, Committee Hansard, 8 March 2017, p. 47.

[17]      Committee Hansard, 8 March 2017, p. 47.

[18]      Ms Campbell, Committee Hansard, 16 May 2017, p. 36.

[19]      Ann-Marie, Committee Hansard, 10 April 2017, pp. 52–53. This issue was raised by a number of witnesses. See for example: Mr Ross Womersely, South Australian Council of Social Service, Committee Hansard, 10 April 2017, p. 27. See also Mr Mark Leahy, Welfare Rights Centre South Australia Inc., Committee Hansard, 10 April 2017, p. 38, Professor Karen Healy, Australian Association of Social Workers, Committee Hansard, 16 May 2017, p. 17, Mrs Susan Leitch, Council on the Ageing Tasmania, Committee Hansard, 26 April 2017, p.6.

[20]      Commonwealth of Australia, Mid-year Economic and Fiscal Outlook 2016–17, December 2016, p. 189.

[21]      Ms Golightly, Committee Hansard, 18 May 2017, pp. 24-25.

[22]      Dr Goldie, Committee Hansard, 8 March 2017, p. 2.

[23]      Ms Georgina Warrington, Director, Basic Rights Queensland Inc., Committee Hansard, 16 May 2017, p. 3.

[24]      Ms Paula Hughes, Policy Lawyer, LawRight, Committee Hansard, 16 May 2017, p. 30.

[25]      Professor Karen Healy, Committee Hansard, 16 May 2017, pp. 11–12.

[26]      Dr Goldie, Committee Hansard, 16 May 2017, p. 21.

[27]      Mr Mark Henley, Chief Executive Officer, Queensland Council of Social Service, Committee Hansard, 16 May 2017, p. 10.

[28]      Journals of the Senate, No. 25, 8 February 2017, pp. 853–854.

[29]      Journals of the Senate, No. 34, 23 March 2017, p. 1150.

[30]      Mr Richard Glenn, Acting Ombudsman, Office of the Commonwealth Ombudsman, Committee Hansard, 19 April 2017, p. 54. See also: Office of the Commonwealth Ombudsman, 'Ombudsman publishes report on Centrelink's automated debt system', Media release, 10 April 2017.

[31]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, April 2017, http://www.ombudsman.gov.au/__data/assets/pdf_file/0022/43528/Report-Centrelinks-automated-debt-raising-and-recovery-system-April-2017.pdf (accessed 13 June 2017).

[32]      Department of Human Services, Submission 66.1, p. 1.

[33]      See Answers to questions on notice from National Council of Single Mothers and Their Children, Legal Services Commission of South Australia, Fair Go For Pensioners, Victoria Legal Aid, National Social Security Rights Network, Financial Counsellors Association of Western Australia, Council on the Ageing Tasmania available at http://www.aph.gov.au/Parliamentary_Business/Committees/Senate/Community_Affairs/SocialWelfareSystem/Additional_Documents.

[34]      National Social Security Rights Network, Answers to questions on notice, 19 April 2017 (received 5 May 2017).

[35]      #NotMyDebt, Supplementary Submission 110, p.2.

Chapter 2 - Data matching

[1]        Mr Mark Leahy, Manager, Welfare Rights Centre South Australia, Inc., Committee Hansard, 10 April 2017, p. 33.

[2]        Mr Ian Turton, Solicitor, Illawarra Legal Centre, Committee Hansard, 19 April 2017, p. 43.

[3]        For example, a Newstart recipient who is single and not a principal carer will have their payments reduced by 50 cents for each dollar earned between $104 and $254 and then by $75 plus 60 cents for each dollar over $254. A Newstart recipient (single, no children) earning $1036.34 per fortnight will have their payment cut off as their income exceeds the income test. See: Department of Human Services, 'Income test for Newstart Allowance, Partner Allowance, Sickness Allowance and Widow Allowance' https://www.humanservices.gov.au/customer/enablers/income-test-newstart-allowance-partner-allowance-sickness-allowance-and-widow (accessed 5 June 2016).

[4]        Department of Human Services, 'Income test for Newstart Allowance, Partner Allowance, Sickness Allowance and Widow Allowance' https://www.humanservices.gov.au/customer/
enablers/income-test-newstart-allowance-partner-allowance-sickness-allowance-and-widow
(accessed 5 June 2016).

[5]        A high confidence match includes a match on at least three identity fields which normally includes a person's name, address and date of birth. See: Mr Greg Williams, Deputy Commissioner, Smarter Data, Australian Taxation Office, Committee Hansard, 8 March 2017, p. 23. Of the eight million records which the Australian Taxation Office has provided to the department, there have been only two instances which have resulted in an identity mismatch between Centrelink and Australian Taxation Office records. In both instances the Australian Taxation Office contacted the department on behalf of the mis‑identified individual and resolved the issue on behalf of the two individuals. See: Australian Taxation Office, Answers to questions on notice, 8 March 2017 (received 27 March 2017).

[6]        Department of Human Services, Submission 66.1, Attachment D, p. 11, Attachment E, p. 7.

[7]        Mr Turton, Committee Hansard, 19 April 2017, p. 44.

[8]        Department of Human Services, Submission 66.1, Attachment D, p. 11.

[9]        Ms Malisa Golightly, Deputy Secretary, Integrity and Information Group, Department of Human Services, Committee Hansard, 18 May 2017, pp. 31–32.

[10]      Department of Human Services, Submission 66.1, Attachment E, p. 7.

[11]      See, for example: Australian Council of Social Service Submission 31; Community and Public Sector Union, Submission 65; National Social Security Rights Network, Submission 107; University of Adelaide Student Representative Council, Submission 127.

[12]      Mr Williams, Committee Hansard, 8 March 2017, p. 24.

[13]      Mr Williams, Committee Hansard, 8 March 2017, p. 24.

[14]      Australian Taxation Office, Answers to questions on notice, 18 May 2017 (received 30 May 2017). Note: where income data is for a full financial year, there is no capacity for the department to accurately assess at what period during the year income has been earned, leading to a greater chance of income support assessment discrepancies.

[15]      Mr Williams, Committee Hansard, 8 March 2017, pp. 23-24.

[16]      Mr Jason McNamara, General Manager, Integrity Modernisation, Department of Human Services, Committee Hansard, 16 May 2017, p. 43.

[17]      Centrelink, Data-matching program: Report on progress 2007–10, January 2011, p. 14 https://www.humanservices.gov.au/corporate/publications-and-resources/centrelink-program-data-matching-activities (accessed 1 June 2017).

[18]      Ms Golightly, Committee Hansard, 8 March 2017, p. 40.

[19]      Department of Human Services, Submission 66.1, Attachment E, p. 7.

[20]      Initially the department requested that payslips were provided to verify fortnightly earnings, but extended the information which recipients could provide to verify income to include bank statements to assist in cases where a previous employer no longer exist or there are particular sensitivities around contacting a former employer.

[21]      Department of Human Services, Submission 66.1, Attachment E, pp. 7–8.

[22]      Department of Human Services, Submission 66.1, Attachment E, p. 7.

[23]      The Hon. Alan Tudge MP, Minister for Human Services, 'New technology helps raise $4.5 million in welfare debts a day', Media release, 5 December 2016. Note that the department now sends initial letters by registered mail, which has reduced the number of weekly compliance interventions as Australia Post is only able to process 10 000 registered mail letters per week.

[24]      Ms Nadine Flood, National Secretary, Community and Public Sector Union, Committee Hansard, 8 March 2017, p. 12.

[25]      Ms Flood, Committee Hansard, 8 March 2017, pp. 12-13.

[26]      Ms Flood, Committee Hansard, 8 March 2017, p. 13.

[27]      National Social Security Rights Network, Submission 107, p. 3.

[28]      See, for example: Australian Council of Social Service, Submission 31; Community and Pubic Sector Union, Submission 65; National Social Security Rights Network, Submission 107; University of Adelaide Student Representative Council, Submission 127.

[29]      Based on information from the following: Department of Human Services, Owing Money, https://www.humanservices.gov.au/customer/enablers/owing-money (accessed 6 June 2017).

[30]      Digital Transformation Agency, 'What we do', https://www.dta.gov.au/what-we-do/ (accessed 1 June 2017).

[31]      Ms Nerida O'Loughlin, Interim Chief Executive Officer, Digital Transformation Agency, Committee Hansard, Finance and Public Administration Legislation Committee, 27 February 2017, p. 135.

[32]      Mr Williams, Committee Hansard, 18 May 2017, p. 23.

[33]      Ms Golightly, Committee Hansard, 18 May 2017, p. 24.

[34]      Australian Taxation Office, Answers to questions on notice, 18 May 2017 (received 30 May 2017).

[35]      Australian Council of Social Service, Submission 31, p. 3.

[36]      Dr Goldie, Committee Hansard, 16 May 2017, p. 22.

[37]      Mr McNamara, Committee Hansard, 16 May 2017, p. 41.

[38]      Ms Lisa Newman, Deputy National President, Community and Public Sector Union, Committee Hansard, 8 March 2017, p. 14.

[39]      Community and Public Sector Union, Submission 65, p. 20.

[40]      Ms Newman, Committee Hansard, 8 March 2017, p. 15.

[41]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, April 2017, p. 26, http://www.ombudsman.gov.au/__data/assets/pdf_file/0022/43528/Report-Centrelinks-automated-debt-raising-and-recovery-system-April-2017.pdf (accessed 13 June 2017).

[42]      Department of Human Services, Owing Money, https://www.humanservices.gov.au/customer/enablers/owing-money (accessed 18 June 2017).

[43]      Privacy Act 1988, sch. 1.

[44]      Department of Human Services, Privacy Policy, p. 4.

[45]      Office of the Australian Information Commissioner, Submission 10.

[46]      Office of the Australian Information Commissioner, APP quick reference tool, 12 March 2014, https://www.oaic.gov.au/agencies-and-organisations/guides/app-quick-reference-tool#app-10-quality-of-personal-information (accessed 13 June 2017).

[47]      Office of the Australian Information Commissioner, Submission 10, pp. 3–4.

[48]      Office of the Australian Information Commissioner, Submission 10, p. 5.

[49]      Office of the Australian Information Commissioner, Submission 10, p. 5.

[50]      Mr Timothy Pilgrim, Australian Information Commissioner and Australian Privacy Commissioner, Office of the Australian Information Commissioner, Committee Hansard, 18 May 2017, p. 2.

[51]      This case was cited by many witnesses, including: Miss Kate Zizys, Branch Coordinator and Advice and Advocacy Volunteer, Australian Unemployed Workers Union, Committee Hansard, 11 April 2017, p. 42, Ms Katherine Lane, Immediate Past Chair, Australian Privacy Foundation, Committee Hansard, 19 April 2017, p. 27, Ms Kate Galloway, Assistant Professor of Law, Bond University and Melissa Castan, Senior Lecturer, Monash University Submission 115, pp. 5–6.

[52]      Ms Andie Fox, 'As a struggling single mother, Centrelink terrorised me over ex-partner's debt', Fairfax Media, 6 February 2017, http://www.canberratimes.com.au/lifestyle/life-and-relationships/real-life/as-a-struggling-single-mother-centrelink-terrorised-me-over-expartners-debt-20170205-gu61nu.html, (accessed 5 June 2017).

[53]      Mr Paul Malone, 'Centrelink is an easy target for complaints but there are two sides to every story', Fairfax Media, 26 February 2017, http://www.smh.com.au/comment/centrelink-is-an-easy-target-for-complaints-but-there-are-two-sides-to-every-story-20170224-gukr4x.html (accessed 5 June 2017).

[54]      Christopher Knaus and Paul Farrell, 'Centrelink recipient's data released by department to counter public criticism', The Guardian, 27 February 2017, https://www.theguardian.com/australia-news/2017/feb/27/centrelink-recipients-data-released-by-department-to-counter-public-criticism  (accessed 5 June 2017).

[55]      Australian Privacy Foundation, Submission 106, p. 5.

[56]      Willing Older Workers, Submission 35, p. 4.

[57]      Ms Emma King, Chief Executive Officer, Victorian Council of Social Service, Committee Hansard, 11 April 2017, p. 50.

[58]      Assistant Professor Galloway and Ms Castan, Submission 115, p. 6.

[59]      Mr Matthew Doran, 'AFP drops Alan Tudge investigation over Centrelink information leak', ABC News, 8 May 2017, http://www.abc.net.au/news/2017-05-08/afp-drops-investigation-into-centrelink-information-leak/8507710 (accessed 13 June 2017).

[60]      Mr Pilgrim, Committee Hansard, 18 May 2017, p. 6.

[61]      Office of the Australian Information Commissioner, Submission 108, p. 3.

[62]      Data-matching Program (Assistance and Tax) Act 1990, s. 3.

[63]      Office of the Australian Information Commissioner, Submission 108, p. 3.

[64]      Data-matching Program (Assistance and Tax) Act 1990, s. 7.

[65]      'Guidelines on Data Matching in Australian Government Administration', 2014, p. 6.

[66]      Office of the Australian Information Commissioner, Submission 108, p. 3.

[67]      Office of the Australian Information Commissioner, Submission 108, p. 3.

[68]      Department of Human Services, Privacy Policy, p. 10.

[69]      See: https://www.humanservices.gov.au/corporate/publications-and-resources/centrelink-program-data-matching-activities (accessed 1 June 2017).

[70]      Victoria Legal Aid, Submission 111, pp. 15–16.

[71]      Ms Lane, Committee Hansard, 19 April 2017, p. 26.

[72]      Ms Lane, Committee Hansard, 19 April 2017, p. 25.

[73]      Competition and Consumer Act 2010, sch. 2, s. 50; and Australian Securities and Investments Commission Act 2001, s. 12DJ.

[74]      Competition and Consumer Act 2010, sch. 2, s. 18; Australian Securities and Investments Commission Act 2001, s. 12DA(1).

[75]      Competition and Consumer Act 2010, sch. 2, ss. 20, 21 and 22; Australian Securities and Investments Commission Act 2001, ss. 12CA, 12CB and 12CC.

[76]      Competition and Consumer Act 2010, s. 2A.

[77]      Australian Competition and Consumer Commission (ACCC) and the Australian Securities and Investment Commission (ASIC), Debt collection guideline for collectors & creditors, 2016, p. 1, https://www.accc.gov.au/publications/debt-collection-guideline-for-collectors-creditors (accessed 28 February 2017).

[78]      Debt collection guideline for collectors & creditors, 2016, p. 1.

[79]      Debt collection guideline for collectors & creditors, 2016, pp. 1–6.

[80]      Debt collection guideline for collectors & creditors, 2005, pp. 23–25.

[81]      Debt collection guideline for collectors & creditors, 2005, pp. 27–28.

[82]      Debt collection guideline for collectors & creditors, 2016, pp. 1, 3.

[83]      Debt collection guideline for collectors & creditors, 2016, pp. 5, 61.

[84]      FamilyCare, Submission 4, p.3. See also 'Centrelink outside the law on robo-debt recovery', The Canberra Times, 28 February 2017.

[85]      FamilyCare, Submission 4, p.3.

[86]      Australian Privacy Foundation, Submission 106, p. 4.

[87]      Ms Golightly, Committee Hansard, 8 March 2017, p. 37.

[88]      Ms Golightly, Committee Hansard, 8 March 2017, p. 37.

[89]      Mr Simon Bligh, Chief Executive Officer, Dun and Bradstreet, Committee Hansard, 26 April 2017, p. 34.

[90]      Mr Bligh, Committee Hansard, 26 April 2017, p. 35.

[91]      Mr Bligh, Committee Hansard, 26 April 2017, p. 35.

[92]      Mr Jarrod Kagan, Chief Operating Officer, Probe Group, Committee Hansard, 19 April 2017, p. 20.

[93]      Mr Kagan, Committee Hansard, 19 April 2017, p. 14.

[94]      See, for example: Assistant Professor Galloway and Ms Castan, Submission 115, [p. 3]; National Social Security Rights Network, Submission 107, p. 9; Ms Newman, Community and Public Sector Union, Committee Hansard, 8 March 2017, p. 17; Christopher Knaus, 'Centrelink staff told not to fix mistakes in debt notices – whistleblower' The Guardian, 19 January 2017, https://www.theguardian.com/australia-news/2017/jan/19/centrelink-staff-told-not-to-fix-mistakes-in-debt-notices-whistleblower (accessed 31 May 2017).

[95]      Ms Kathryn Campbell CSC, Secretary, Department of Human Services, Committee Hansard, 8 March 2017, p. 35.

[96]      Ms Campbell, Committee Hansard, 8 March 2017, p. 35.

[97]      Mr Hank Jongen, General Manager, Department of Human Services, 'Misleading claims about online compliance system', Media release, 16 January 2017, http://mediahub.humanservices.gov.au/media/misleading-claims-online-compliance-system/ (accessed 18 June 2017).

[98]      Ms Campbell, Committee Hansard, 8 March 2017, p. 39.

[99]      Ms King, Committee Hansard, 11 April 2017, p. 51.

[100]    Dr Goldie, Committee Hansard, 8 March 2017, pp. 1-2.

[101]    Dr Goldie, Committee Hansard, 8 March 2017, p. 6.

[102]    Mr Craig Wallace, Advocacy Manager, Australian Capital Territory Council of Social Service, Committee Hansard, 8 March 2017, p. 6.

[103]    Department of Human Services, Submission 66, p. 9.

[104]    National Social Security Rights Network, Submission 107, p. 9.

[105]    Ms Catherine Eagle, Principal Solicitor, Welfare Rights and Advocacy Service, Committee Hansard, 21 April 2017, p. 29.

[106]    Ms Susan Helyar, Director, Australian Capital Territory Council of Social Service, Committee Hansard, 8 March 2017, p. 4.

[107]    University of Adelaide Student Representative Council, Submission 127, p. 4.

[108]    Ms Charmaine Crowe, Senior Policy and Advocacy Officer, Australian Council of Social Service, Committee Hansard, 8 March 2017, p. 3.

[109]    See, for example: Phoebe, Committee Hansard, 19 April 2017, p. 66, Andrej, Committee Hansard, 16 May 2017, p. 56; Ian, Committee Hansard, 26 April 2017, p. 58.

[110]    Dr Goldie, Committee Hansard, 8 March 2017, p. 6.

[111]    Dr Goldie, Committee Hansard, 8 March 2017, p. 6.

[112]    Queensland Advocacy Incorporated, Submission 79, p. 8.

[113]    Queensland Advocacy Incorporated, Submission 79, p. 8.

[114]    Michael, Committee Hansard, 16 May 2017, pp. 57–58.

[115]    Phoebe, Committee Hansard, 19 April 2017, p. 66.

[116]    Ewan, Committee Hansard, 11 April 2017, p. 58.

[117]    Mr Mark Leahy, Manager, Welfare Rights Centre, South Australia, Inc., Committee Hansard, 10 April 2017, p. 36.

[118]    Victorian Legal Aid, Submission 111, p. 15.

[119]    Victorian Legal Aid, Submission 111, p. 15.

[120]    Geoff, Committee Hansard, 11 April 2017, p. 60.

[121]    Ms Lyndsey Jackson, Coordinator, #NotMyDebt, Committee Hansard, 10 April 2017, p. 45.

Chapter 3 - Communicating with Centrelink

[1]        Sally, Committee Hansard, 16 May 2017, p. 57.

[2]        Professor Karen Healy, National President, Australian Association of Social Workers, Committee Hansard, 18 May 2017, p. 17.

[3]        Mr Mark Leahy, Manager, Welfare Rights Centre South Australia Inc., Committee Hansard, 10 April 2017, p. 38.

[4]        Dr Cassandra Goldie, Chief Executive Officer, Australian Council of Social Service, Committee Hansard, 8 March 2017, p. 2.

[5]        Mr Mark Henley, Chief Executive Officer, Queensland Council of Social Service, Committee Hansard, 18 May 2017, p. 10.

[6]        Ms Genevieve Bolton, Chairperson, National Social Security Rights Network, Committee Hansard, 19 April 2017, p. 10.

[7]        The first letter sent to income payment recipients is a letter seeking clarification of income if a possible income reporting discrepancy has been found. Once an income sum is agreed to, or a person does not provide supporting evidence of income within the deadline period, a purported debt estimate is generated and formal debt notice is sent. In the case where a person has not responded to the letter seeking clarification, the income is averaged on an annualised basis in order to estimate the debt amount, and a formal debt notice is sent to the individual.

[8]        Ms Malisa Golightly, Deputy Secretary, Integrity and Information Group, Department of Human Services, Committee Hansard, 18 May 2017, p. 21.

[9]        Mr Matthew Butt, Executive Officer, National Social Security Rights Network, Committee Hansard, 19 April 2017, pp. 42–43.

[10]      Mr Dean Price, People with Disability Australia, Committee Hansard, 19 April 2017, p. 2.

[11]      Michael, Committee Hansard, 16 May 2017, p. 57.

[12]      Mr Leahy, Committee Hansard, 10 April 2017, p. 33.

[13]      Mrs Susan Leitch, Chief Executive Officer, Council on the Ageing Tasmania, Committee Hansard, 26 April 2017, p. 6.

[14]      Dr Goldie, Committee Hansard, 8 March 2017, p. 2. See for example Welfare Rights Centre, South Australia, Inc., Committee Hansard, 10 April 2017, p. 33, Victor Olenych, Submission 9, p. 4, Fair Go for Pensioners, Submission 32, p. 3, Mount Druitt Ethnic Communities Agency, Submission 34, p. 3, Office of the Australian Information Commissioner, Submission 108, p. 4, Gerard McPhee, Submission 114, p. 5, Elizabeth Stary, Submission 141, p. 1.

[15]      Dr Goldie, Committee Hansard, 8 March 2017, p. 2.

[16]      Mr Jonathan Hutson, Deputy Secretary, Enabling Services, Department of Human Services, Committee Hansard, 18 May 2017, p. 28.

[17]      Mr Jason McNamara, General Manager, Integrity Modernisation, Department of Human Services, Committee Hansard, 18 May 2017, p. 36.

[18]      Ms Kathryn Campbell CSC, Secretary, Department of Human Services, Committee Hansard, 18 May 2017, p. 48.

[19]      Ms Charmaine Crowe, Senior Policy and Advocacy Officer, Australian Council of Social Service, Committee Hansard, 8 March 2017, p. 7.

[20]      Ms Campbell, Committee Hansard, 8 March 2017, p. 60.

[21]      Ms Campbell, Committee Hansard, 8 March 2017, p. 57.

[22]      Ms Campbell, Committee Hansard, 8 March 2017, p. 55.

[23]      Ms Crowe, Committee Hansard, 8 March 2017, p. 9.

[24]      Ms Kate McGarry, Senior Manager, AnglicareSA, Committee Hansard, 18 May 2017, p. 12.

[25]      Ms Beverley Jowle, Executive Officer, Financial Counsellors Association of Western Australia, Committee Hansard, 21 April 2017, p. 24.

[26]      Mr Noel Mundy, State Director, Mission Australia, Committee Hansard, 26 April 2017, p. 22.

[27]      Ms Campbell, Committee Hansard, 8 March 2017, p. 38.

[28]      Ms Campbell, Committee Hansard, 18 May 2017, p. 38.

[29]      Ms Campbell, Committee Hansard, 18 May 2017, p. 38.

[30]      Department of Human Services, Assisted Compliance Rules, quoted in Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, April 2017, p. 20, http://www.ombudsman.gov.au/__data/assets/pdf_file/0022/43528/Report-Centrelinks-automated-debt-raising-and-recovery-system-April-2017.pdf (accessed 7 June 2017.

[31]      Department of Human Services, Submission 66, p. 4.

[32]      Dr Goldie, Committee Hansard, 8 March 2017, p. 3.

[33]      National Social Security Rights Network, Submission 107, p. 12.

[34]      Dr Emma Campbell, Federation of Ethnic Communities' Councils of Australia, Committee Hansard, 18 May 2017, p. 10.

[35]      Ms Georgina Warrington, Director, Basic Rights Queensland Inc., Committee Hansard, 16 May 2017, p. 9.

[36]      Ms Kym Goodes, Chief Executive, Tasmanian Council of Social Service, Committee Hansard, 26 April 2017, p. 11.

[37]      Ms Goodes, Committee Hansard, 26 April 2017, p. 10.

[38]      Tasmanian Council of Social Service, Submission 64, p. 8.

[39]      Mental Health Australia, Submission 49, pp. 2–3.

[40]      Mental Health Australia, Answers to questions on notice, 21 April 2017 (received 30 May 2017), p. 1.

[41]      Mr Tony Rossi, President, Law Society of South Australia, Committee Hansard, 10 April 2017, p. 34.

[42]      Ms Lyndsey Jackson, Coordinator, #NotMyDebt, Committee Hansard, 10 April 2017, p. 42.

[43]      Mrs Lisa Amerikanos, Board Member, Youth Network of Tasmania, Committee Hansard, 27 April 2017, p. 4.

[44]      Ms Emma Smith, Welfare Rights Advocate, Launceston Community Legal Centre, Committee Hansard, 27 April 2017, p. 16.

[45]      Ms Catherine Basterfield, Access Easy English, Consultant Speech Pathologist and Owner, Committee Hansard, 27 April 2017, p. 25.

[46]      Ms Goodes, Committee Hansard, 26 April 2017, p. 8.

[47]      Mr Leahy, Committee Hansard, 10 April 2017, p. 34.

[48]      Dr Goldie, Committee Hansard, 8 March 2017, p. 3. See also Dr Emma Campbell, Federation of Ethnic Communities' Councils of Australia, Committee Hansard, 18 May 2017, p. 10.

[49]      Ana, Mount Druitt Ethnic Communities Council, Committee Hansard, 19 April 2017, p. 68.

[50]      Ms Stephanie Gotlib, Chief Executive Officer, Children and Young People With Disability Australia, Committee Hansard, 11 April 2017, pp. 34–35.

[51]      Michelle, Committee Hansard, 10 April 2017, p. 56.

[52]      Ms Fiona Thatcher, Lawyer, LawRight, Committee Hansard, 18 May 2017, p. 32.

[53]      Access Easy English, Submission 116, pp. 7–10.

[54]      Ms Lisa Newman, Deputy National President, Community and Public Sector Union, Committee Hansard, 8 March 2017, p. 17.

[55]      Ms Jill Molloy, Welfare Officer, National Union of Students, Committee Hansard, 11 April 2017.

[56]      Colin Cosier, 'How Centrelink's "robo-debt" ran off the rails,' Australian Broadcasting Corporation, Radio National, 5 March 2017, http://www.abc.net.au/radionational/programs/ backgroundbriefing/2017-03-05/8319442#transcript (accessed 19 June 2017).

[57]      Ms Crowe, Committee Hansard, 8 March 2017, p. 3.

[58]      Jade, Committee Hansard, 10 April 2017, p. 25.

[59]      Mr Leahy, Committee Hansard, 10 April 2017, p. 34. Many organisations discussed the level of distress the OCI program caused for individuals. See for example: #NotMyDebt, Committee Hansard, 10 April 2017, p. 42, National Council of Single Mothers and their Children, Committee Hansard, 10 April 2017, p. 46, Victoria Legal Aid, Committee Hansard, 11 April 2017, p. 28, Children and Young People With Disability Australia, Committee Hansard, 11 April 2017, p. 34, Australian Unemployed Workers Union, 11 April 2017, p. 42, Tasmanian Council of Social Service, Committee Hansard, 26 April 2017, p. 8, Welfare Rights Centre, Committee Hansard, 19 April 2017, p. 45.

[60]      Tom, Committee Hansard, 11 April 2017, p. 62.

[61]      Dr Nick Collyer, Systems Advocate, Queensland Advocacy Incorporated, Committee Hansard, 16 May 2017, p. 26.

[62]      Financial Counselling Australia, Submission 123, p. 3.

[63]      Ms Terese Edwards, Chief Executive Officer, National Council of Single Mothers and their Children, Committee Hansard, 10 April 2017, p. 46.

[64]      Geoff, Committee Hansard, 11 April 2017, p. 60.

[65]      Tom, Committee Hansard, 11 April 2017, p. 59 and p. 62.

[66]      Ms Katherine Lane, Immediate Past Chair, Australian Privacy Foundation, Committee Hansard, 19 April 2017, p. 31.

[67]      Mr Leahy, Committee Hansard, 10 April 2017, p. 34.

[68]      Ms Warrington, Committee Hansard, 16 May 2017, pp. 2–3. The issue of access to information as a barrier to legal advice was raised by a number of legal services. See for example Ms Tara Simpson, Legal Services Commission of South Australia, Committee Hansard, 10 April 2017, p. 15, Mr Mark Lehey, Welfare Rights Centre, South Australia, Inc., Committee Hansard, 10 April 2017, p. 36, Ms Paula Hughes, Lawright, Committee Hansard, 16 May 2017, p. 30.

[69]      Ms Campbell, Committee Hansard, 18 May 2017, p. 61.

[70]      Ms Newman, Committee Hansard, 8 March 2017, p. 16.

[71]      Ms Crowe, Committee Hansard, 8 March 2017, p. 7.

[72]      Ms Tara Simpson, Legal Services Commission of South Australia, Committee Hansard, 10 April 2017, p. 19.

[73]      Mr Dean Price, Advocacy Project Manager: Social Justice, People with Disability Australia, Committee Hansard, 19 April 2017, p. 39.

[74]      Susan, Committee Hansard, 11 April 2017, p. 61.

[75]      Access Easy English, Submission 116, p. 4.

[76]      Ms Warrington, Committee Hansard, 16 May 2017, p. 2.

[77]      Ian, Committee Hansard, 10 April 2017, p. 26.

[78]      Mr Butt, Committee Hansard, 19 April 2017, p. 39.

[79]      Mr Price, Committee Hansard, 19 April 2017, p. 39.

[80]      Ms Jodie Logovik, Program Manager, Financial Wellbeing and Resilience, UnitingCare Queensland, Committee Hansard, 18 May 2017, p. 50.

[81]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, April 2017, p. 12, http://www.ombudsman.gov.au/__data/assets/pdf_file/0022/43528/Report-Centrelinks-automated-debt-raising-and-recovery-system-April-2017.pdf (accessed 13 June 2017).

[82]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, April 2017, p. 11, http://www.ombudsman.gov.au/__data/assets/pdf_file/0022/43528/Report-Centrelinks-automated-debt-raising-and-recovery-system-April-2017.pdf (accessed 13 June 2017).

[83]      Department of Human Services, Answers to questions on notice, 8 March 2017 (received 19 April 2017), p. 1.

[84]      Mr McNamara, Committee Hansard, 18 May 2017, p. 45.

[85]      Ms Campbell, Committee Hansard, 18 May 2017, p. 46.

[86]      Department of Human Services, Answers to questions on notice, 8 March 2017 (received 19 April 2017), p. 2.

[87]      Mr McNamara, Committee Hansard, 18 May 2017, p. 46.

[88]      Ms Crowe, Committee Hansard, 18 May 2017, p.21.

[89]      Ms Newman, Committee Hansard, 8 March 2017, p. 7. See also p. 16.

[90]      Ms Campbell, Committee Hansard, 18 May 2017, p. 61.

[91]      Dr Campbell, Committee Hansard, 18 May 2017, p. 11.

[92]      Ms Edwards, Committee Hansard, 10 April 2017, p. 48.

[93]      Mrs Marilyn King, President and Advocate, Willing Older Workers W.O.W. Inc., Committee Hansard, 11 April 2017, p. 47.

[94]      Ms Campbell, Committee Hansard, 18 May 2017, pp. 61–62.

[95]      Mr Owen Bennett, President, Australian Unemployed Workers Union, Committee Hansard, 11 April 2017, p. 48.

[96]      Michelle, Committee Hansard, 10 April 2017, p. 55.

[97]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, April 2017, p. 27, http://www.ombudsman.gov.au/__data/assets/pdf_file/0022/43528/Report-Centrelinks-automated-debt-raising-and-recovery-system-April-2017.pdf (accessed 13 June 2017).

[98]      Ms Nadine Flood, National Secretary, Community and Pubic Sector Union, Committee Hansard, 8 March 2017, p. 12.

[99]      Jade, Committee Hansard, 10 April 2017, p. 25.

[100]    Ms King, Committee Hansard, 11 April 2017, p. 50.

[101]    Ms Jowle, Committee Hansard, 21 April 2017, p. 20.

[102]    Department of Human Services, Answers to questions on notice, 2 March 2017, http://www.aph.gov.au/Parliamentary_Business/ Senate_Estimates/clacctte/estimates/add1617/DHS/index (accessed 19 June 2017).

[103]    IsCentrelinkDown, Submission 27, p. 2.

[104]    IsCentrelinkDown, Submission 27, p. 5.

[105]    IsCentrelinkDown, Submission 27, p. 4.

[106]    Ruth, Committee Hansard, 10 April 2017, p. 55.

[107]    Mr Butt, Committee Hansard, 19 April 2017, p. 38.

Chapter 4 - Challenging debts

[1]        Andrej, Committee Hansard, 16 May 2017, p. 56.

[2]        Ms Kathryn Campbell CSC, Secretary, Department of Human Services, Committee Hansard, 8 March 2017, p. 37.

[3]        Ms Campbell, Committee Hansard, 8 March 2017, p. 35.

[4]        Tom, Committee Hansard, 11 April 2017, p. 59.

[5]        Ms Campbell, Committee Hansard, 8 March 2017, p. 45.

[6]        Ms Emma Smith, Welfare Rights Advocate, Launceston Community Legal Centre, Committee Hansard, 27 April 2017, p. 17.

[7]        Ms Lisa Amerikanos, Board Member, Youth Network of Tasmania, Committee Hansard, 27 April 2017, p. 2.

[8]        Ms Caroline Odgers, Solicitor, Welfare Rights Centre, Committee Hansard, 19 April 2017, p. 46.

[9]        Mr Christopher Boundy, Manager, Access Services, Legal Services Commission of South Australia, Committee Hansard, 10 April 2017, p. 16; Ms Monique Hitter, Director of Civil Law, Legal Aid New South Wales, Committee Hansard, 19 April 2017, p. 45.

[10]      Andrej, Committee Hansard, 16 May 2017, p. 56.

[11]      Phoebe, Committee Hansard, 19 April 2017, p. 66.

[12]      Margaret, Committee Hansard, 21 April 2017, p. 53.

[13]      In-camera Committee Hansard, 27 April 2017.

[14]      Department of Human Services, Answers to question on notice, 20 October 2016, received 2 December 2017.

[15]      Ms Campbell, Committee Hansard, 8 March 2017, p. 45.

[16]      Ms Smith, Committee Hansard, 27 April 2017, p. 19.

[17]      Ms Melisa Golightly, Deputy Secretary, Integrity and Information, Department of Human Services, Committee Hansard, 8 March 2017, p. 42.

[18]      Ms Tara Simpson, Team Leader, Access Services, Legal Services Commission of South Australia, Committee Hansard, 10 April 2017, p. 18.

[19]      Ms Simpson, Committee Hansard, 10 April 2017, p. 15.

[20]      Ms Simpson, Committee Hansard, 10 April 2017, p. 14; Ms Smith, Committee Hansard, 27 April 2017, p. 18.

[21]      Mr Ian Turton, Solicitor, Illawarra Legal Centre, Committee Hansard, 19 April 2017, p. 48.

[22]      Administrative Appeals Tribunal matter 2016/M103550 (20 March 2017), quoted in Victoria Legal Aid, Answers to questions taken on notice, 11 April 2017, p. 7 (received 12 May 2017).

[23]      Mr Chris Matthies, Executive Director, Strategy and Policy, Administrative Appeals Tribunal, Committee Hansard, 25 May 2017, p. 108.

[24]      Mr Matthies, Committee Hansard, 25 May 2017, p. 108.

[25]      Noel Towell, 'Centrelink robo-debt program blamed for 50 per cent rise in legal challenges', The Canberra Times, 9 June 2017, http://www.canberratimes.com.au/national/public-service/appeals-against-centrelink-debts-soar-20170607-gwmvs4.html (accessed 9 June 2017).

[26]      Ms Georgina Warrington, Director, Basic Rights Queensland Inc., Committee Hansard, 16 May 2017, p. 2.

[27]      Tom, Committee Hansard, 11 April 2017, p. 59.

[28]      Jade, Committee Hansard, 10 April 2017, p. 29.

[29]      Ms Fiona Thatcher, Lawyer, LawRight, Committee Hansard, 16 May 2017, p. 32.

[30]      Mr Jonathan Hutson, Deputy Secretary, Enabling Services, Department of Human Services, answers to questions on notice, No. 164, 26 April 2017 (received 23 May 2017).

[31]      Ms Smith, Committee Hansard, 27 April 2017, p. 19.

[32]      Ms Lyndsey Jackson, Coordinator, #NotMyDebt, Committee Hansard, 10 April 2017, p. 43.

[33]      Ian, Committee Hansard, 26 April 2017, p. 58.

[34]      Ms Campbell, Committee Hansard, 8 March 2017, p. 61.

[35]      Pat McGrath, 'Leaked Centrelink memo shows staff told not to process debt disputes in person', Australian Broadcasting Corporation, 13 January 2017, http://www.abc.net.au/news/2017-01-12/centrelink-memo-shows-staff-ordered-not-to-process-debt-disputes/8177652 (accessed 16 February 2017), p. 1.

[36]      Ms Jane Steinkamp, Service Leader, Eastern Victoria, Department of Human Services, Committee Hansard, 11 April 2017, p. 2.

[37]      FECCA, Submission 52, p. 2.

[38]      Mr Jason McNamara, General Manager, Integrity Process Modernisation, Committee Hansard, 10 April 2017, p. 2.

[39]      Mr Mark Henley, Chief Executive Officer, Queensland Council of Social Service, Committee Hansard, 16 May 2017, p. 18.

[40]      Ms Jackson, Committee Hansard, 10 April 2017, p. 42.

[41]      Mr Forgione, Coordinator, Anti-Poverty Network South Australia, Committee Hansard, 10 April 2017, pp. 24–25.

[42]      Mr Boundy, Committee Hansard, 10 April 2017, p. 19.

[43]      Mr Forgione, Committee Hansard, 10 April 2017, p. 24.

[44]      Ms Susan Helyar, Director, Australian Capital Territory Council of Social Service, Committee Hansard, 8 March 2017, p. 5.

[45]      Ms Jill Molloy, Welfare Officer, National Union of Students, Committee Hansard, 11 April 2017, p. 35.

[46]      Ms Simpson, Committee Hansard, 10 April 2017, p. 15.

[47]      Mr Graham Wells, Principal Solicitor and Clinical Supervisor, Social Security Rights Victoria, Committee Hansard, 11 April 2017, p. 22.

[48]      Mr Forgione, Committee Hansard, 10 April 2017, p. 24.

[49]      Ms Smith, Committee Hansard, 27 April 2017, p. 14.

[50]      Department of Human Services, Advance Payment, 31 May 2017, https://www.humanservices.gov.au/customer/enablers/advance-payment-options (accessed 1 June 2017).

[51]      Ms Smith, Committee Hansard, 27 April 2017, p. 14.

[52]      Ms Odgers, Committee Hansard, 19 April 2017, p. 49.

[53]      Ms Stephanie Gotlib, Chief Executive Officer, Children and Young People With Disability Australia, Committee Hansard, 11 April 2017, p. 36.

[54]      Ms Lisa Newman, Deputy National President, Community and Public Sector Union, Committee Hansard, 8 March 2017, p. 17.

[55]      Dr Cassandra Goldie, Chief Executive Office, ACOSS, Committee Hansard, 8 March 2017, p. 9.

[56]      Mr Hutson, Committee Hansard, 21 April 2017, p. 7.

[57]      Mr Mark Leahy, Manager, Welfare Rights Centre, Committee Hansard, 10 April 2017, p. 36.

[58]      Mr Forgione, Committee Hansard, 10 April 2017, p. 24.

[59]      Mr Tony Rossi, President, Law Society of South Australia, Committee Hansard, 10 April 2017, p. 34.

[60]      Mr Greg Barns, Barrister and Spokesperson on Criminal Justice and Human Rights, Australian Lawyers Alliance, Committee Hansard, 18 May 2017, p. 18.

[61]      Mr Rossi, Committee Hansard, 10 April 2017, p. 35.

[62]      Mr Wells, Committee Hansard, 11 April 2017, p. 20.

[63]      Ms Warrington, Committee Hansard, 16 May 2017, p. 4.

[64]      Mr Boundy, Committee Hansard, 10 April 2017, p. 16.

[65]      Mr Dennis Nelthorpe, Chief Executive Officer, WEstjustice, Committee Hansard, 11 April 2017, p. 11.

[66]      Mr Nelthorpe, Committee Hansard, 11 April 2017, p. 12.

[67]      Mrs Lisa Coulson, Northern Regional Manager, Tasmanian Aboriginal Centre Inc, Committee Hansard, 27 April 2017, p. 14; Mr Nelthorpe, WEstjustice, Committee Hansard, 11 April 2017, p. 11; Mr Bevan Warner, Victoria Legal Aid, Committee Hansard, 11 April 2017, p. 30; Mr Boundy, Legal Services Commission of South Australia, Committee Hansard, 10 April 2017, p. 14; Mr Leahy, Welfare Rights Centre, Committee Hansard, 10 April 2017, p. 37; Ms Kathrine Lane, Australian Privacy Foundation, Committee Hansard, 19 April 2017, p. 25; Ms Helen Creed, Community Legal Centres Association (WA) Inc, Committee Hansard, 21 April 2017, p. 26.

[68]      Ms Paula Hughes, Policy Lawyer, LawRight, Committee Hansard, 16 May 2017, p. 30.

[69]      Ms Hughes, Committee Hansard, 16 May 2017, p. 30.

[70]      Ms Campbell, Committee Hansard, 8 March 2017, p. 36.

[71]      Ms Campbell, Committee Hansard, 8 March 2017, p. 59.

[72]      Ms Campbell, Committee Hansard, 8 March 2017, pp. 59–60.

[73]      Ms Campbell, Committee Hansard, 8 March 2017, p. 60.

[74]      Mr McNamara, Committee Hansard, 10 April 2017, p. 12.

[75]      Mr Marc Mowbray-d'Arbela, National Manager, Whole of Government Coordination Division, Department of Human Services, Committee Hansard, 11 April 2017, p. 4.

[76]      Ms Campbell, Committee Hansard, 8 March 2017, p. 36.

[77]      The department originally referred 6 600 debt matters to external debt collection agencies. In these cases, the debts were calculated because the individuals had not responded to the initial letters. After concerns were raised that many people did not receive the letters due to incorrect addresses, these debts were recalled back to the department. See Ms Campbell, Committee Hansard, 8 March 2017, p. 47.

[78]      Dr Goldie, Committee Hansard, 8 March 2017, p. 2.

[79]      Mr Ross Womersley, Chief Executive Officer, South Australian Council of Social Service, Committee Hansard, 10 April 2017, pp. 22–23.

[80]      Department of Human Services, Submission 66.1, p. 3.

[81]      Ms Charmaine Crowe, Senior Policy and Advocacy Officer, ACOSS, Committee Hansard, 8 March 2017, p. 5.

Chapter 5 - Debt recovery

[1]        Margaret, Committee Hansard, 21 April 2017, p. 51.

[2]        Mr Jason McNamara, General Manager, Integrity Modernisation, Department of Human Services, Committee Hansard, 16 May 2017, p. 48. The setting of KPIs based on amounts of debt collected provides further evidence that the desire to recover savings was paramount and overrode consideration of people's welfare and appropriate risk assessment.

[3]        Mr Jarrod Kagan, Chief Operating Officer, Probe Group, Committee Hansard, 19 April 2017, p. 17.

[4]        Mr Simon Bligh, Chief Executive Officer, Dun and Bradstreet, Committee Hansard, 26 April 2017, p. 32.

[5]        Ms Kathryn Campbell CSC, Secretary, Department of Human Services, Committee Hansard, 8 March 2017, p. 64.

[6]        Ms Malisa Golightly, Deputy Secretary, Integrity and Information, Department of Human Services, Committee Hansard, 18 May 2017, p. 51; Ms  Campbell, Committee Hansard, 18 May 2017, p. 51.

[7]        Mr Jonathan Hutson, Deputy Secretary, Enabling Services, Department of Human Services, Committee Hansard, 26 April 2017, p. 50.

[8]        Ms Campbell, Committee Hansard, 8 March 2017, p. 47.

[9]        Ms Golightly, Committee Hansard, 18 May 2017, p. 30.

[10]      Department of Human Services, Answers to questions on notice, 8 March 2017, (received 7 April 2017).

[11]      Ms Golightly, Committee Hansard, 8 March 2017, p. 66. Australian Receivables won a recent tender meaning there will be three debt collection agencies.

[12]      Department of Human Services, Answers to questions on notice, no. 30, 8 March 2017, (received 31 March 2017), p. 10.

[13]      Ms Golightly, Committee Hansard, 8 March 2017, p. 66.

[14]      Mr Hutson, Committee Hansard, 21 April 2017, p. 6.

[15]      Ms Charmaine Crowe, Senior Policy and Advocacy Officer, Australian Council of Social Service, Committee Hansard, 8 March 2017, p. 9.

[16]      Mr Gerrard Brody, Chief Executive Officer, Consumer Action Law Centre, Committee Hansard, 11 April 2017, p. 16.

[17]      Ms Emma Smith, Welfare Rights Advocate, Launceston Community Legal Centre, Committee Hansard, 27 April 2017, p. 17.

[18]      Ms Golightly, Committee Hansard, 18 May 2017, p. 30.

[19]      Ms Crowe, Committee Hansard, 8 March 2017, p. 3.

[20]      Ms Campbell, Committee Hansard, 8 March 2017, p. 41.

[21]      Ms Jodie Logovik, Program Manager, Financial Wellbeing and Resilience, UnitingCare Queensland, Committee Hansard, 16 May 2017, pp. 50–51.

[22]      See for example Civil Procedure Act 2005 (NSW) s. 122 (Maximum total payment under all garnishee orders) provides that a garnishee order must not reduce any net weekly wage or salary to less than $447.70 per week.

[23]      Mr Denis Nelthorpe, Chief Executive Officer, WEstjustice, Committee Hansard, 11 April 2017, p. 16.

[24]      Mr Brody, Committee Hansard, 11 April 2017, p. 17.

[25]      Mrs Sue Leitch, Council on the Ageing Tasmania, Committee Hansard, 26 April 2017, p. 2.

[26]      Ms Kate Beaumont, Executive Officer, Welfare Rights and Advocacy Service, Committee Hansard, 21 April 2017, p. 26.

[27]      Ms Kate McGarry, Senior Manager, Community Services, Anglicare SA, Committee Hansard, 18 May 2017, p. 11.

[28]      Ms Golightly, Committee Hansard, 18 May 2017, p. 49; Ms Campbell, Committee Hansard, 18 May 2017, p. 49.

[29]      Ms Golightly, Committee Hansard, 18 May 2017, p. 49.

[30]      Ms Golightly, Committee Hansard, 18 May 2017, p. 51.

[31]      Ms Campbell, Committee Hansard, 18 May 2017, p. 51.

[32]      Ms Golightly, Committee Hansard, 8 March 2017, p. 37.

[33]      Mr Brody, Committee Hansard, 11 April 2017, p. 12.

[34]      Ms Campbell, Committee Hansard, 18 May 2017, p. 28.

[35]      Department of Human Services, Answers to questions on notice, 8 March 2017 (received 7 April 2017).

[36]      Department of Human Services, Answers to questions on notice, 8 March 2017 (received 7 April 2017); Mr Hutson, Committee Hansard, 26 April 2017, pp. 50, 52–53.

[37]      Department of Human Services, Answers to questions on notice, 26 April 2017 (received
19 June 2017).

[38]      Social Security Act 1991 (Cth), s. 1228B; Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, Report No. 2 of 2017, p. 8; Department of Human Services, Answer to questions on notice, No. 39, 8 March 2017 (received 8 June 2017).

[39]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, Report No. 2 of 2017, April 2017, p. 8.

[40]      Ms Crowe, Committee Hansard, 8 March 2017, p. 3.

[41]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, Report No. 2 of 2017, April 2017, p. 8.

[42]      Commonwealth Ombudsman, Centrelink's automated debt raising and recovery system, Report No. 2 of 2017, April 2017, p. 43.

[43]      Mr Tony Rossi, President, Law Society of South Australia, Committee Hansard, 10 April 2017, p. 35.

[44]      Mr Rossi, Committee Hansard, 10 April 2017, p. 39.

[45]      Mr Christopher Boundy, Manager, Access Services, Legal Services Commission, Committee Hansard,10 April 2017, p. 14; Mr Mark Leahy, Welfare Rights Centre South Australia, Committee Hansard, 10 April 2017, p. 34; Mr Brody, Consumer Action Law Centre, Committee Hansard, 11 April 2017, p. 11; Mr Matthew Butt, National Security Rights Network, Committee Hansard, 19 April 2017, p. 38.

[46]      Mr Boundy, Committee Hansard, 10 April 2017, p. 14.

[47]      Mr Leahy, Manager, Welfare Rights Centre South Australia, Committee Hansard, 10 April 2017, p. 34.

[48]      Mr Robert Ravanello, Deputy Commissioner, Debt, Australian Taxation Office, Committee Hansard, 8 March 2017, p. 29.

[49]      Mr Bligh, Committee Hansard, 26 April 2017, p. 30.

[50]      Mr Brody, Committee Hansard, 11 April 2017, p. 14.

[51]      Ms Anne Musolino, Chief Counsel, Department of Human Services, Committee Hansard, 8 March 22017, p. 65.

[52]      Ms Golightly, Committee Hansard, 8 March 2017, p. 64.

[53]      Ms Golightly, Committee Hansard, 8 March 2017, p. 64.

[54]      Ms Crowe, Committee Hansard, 8 March 2017, p. 4.

[55]      Mr Leahy, Committee Hansard, 10 April 2017, p. 33.

[56]      Ms Georgina Warrington, Director, Basic Rights Queensland Inc, Committee Hansard, 16 May 2017, p. 3.

[57]      Phoebe, Committee Hansard, 19 April 2017, p. 66.

[58]      Ms Emma King, Victorian Council of Social Service, Committee Hansard, 11 April 2017, p. 53.

[59]      Mr Bligh, Committee Hansard, 26 April 2017, p. 34.

[60]      Mr Kagan, Committee Hansard, 19 April 2017, p. 23.

[61]      Mr Kagan, Committee Hansard, 19 April 2017, p. 23.

[62]      Ms Kathrine Lane, Immediate Past Chair, Australian Privacy Foundation, Committee Hansard, 19 April 2017, p. 29.

[63]      Ms Golightly, Committee Hansard, 18 May 2017, p. 50.

[64]      Ms Golightly, Committee Hansard, 8 March 2017, p. 64.

[65]      Ms Golightly, Committee Hansard, 18 May 2017, p. 50.

[66]      Ms Golightly, Committee Hansard, 8 March 2017, p. 64.

[67]      Mr Brody, Committee Hansard, 11 April 2017, p. 13.

[68]      Ms Golightly, Committee Hansard, 8 March 2017, p. 38.

[69]      Department of Human Services, Answers to questions on notice, 8 March 2017 (received 10 April 2017), p. 9.

[70]      Ms Golightly, Committee Hansard, 8 March 2017, p. 65; Department of Human Services, Answers to questions on notice, 8 March 2017 (received 10 April 2017) p. 9.

[71]      Martin McKenzie-Murray, 'Centrelink's debt collection "pushed him over the edge"', The Saturday Paper, 18 February 2017, https://www.thesaturdaypaper.com.au/2017/02/18/ centrelinks-debt-collection-pushed-him-over-the-edge/14873364004249 (accessed 21 February 2017).

[72]      Ms Campbell, Committee Hansard, 8 March 2017, p. 38.

Chapter 6 - Conclusions and recommendations

[1]        Ms Kym Goodes, Chief Executive, Tasmanian Council of Social Service, Committee Hansard, 26 April 2017, p. 8.

[2]        Ms Kathryn Campbell CSC, Secretary, Department of Human Services, Committee Hansard, 18 May 2017, p. 49.

Coalition Senators' Dissenting Report

[1]        Commonwealth Ombudsman, Centrelink’s automated debt raising and recovery system, Report No. 2 of 2017, April 2017, p. 26.

[2]        Commonwealth Ombudsman report, p. 26.

[3]        Commonwealth Ombudsman report, p. 27.

[4]        Commonwealth Ombudsman report, p. 27.

[5]        Commonwealth Ombudsman report, p. 1.

[6]        Commonwealth Ombudsman report, p. 1.

[7]        Commonwealth Ombudsman report, p. 1.

[8]        Commonwealth Ombudsman report, p. 8.

[9]        Commonwealth Ombudsman report, p. 1.

[10]      Commonwealth Ombudsman report, p. 7.

[11]      Commonwealth Ombudsman report, p. 2.

[12]      Commonwealth Ombudsman report, p. 6.

[13]      Ms Kathryn Campbell, Department of Human Services, Community Affairs Legislation Committee – Additional Budget Estimates Hansard, 2 March 2017, p. 8.

[14]      Department of Human Services, Submission 66.1, p. 1.

[15]      Department of Human Services, Submission 66.1, p. 9.

[16]      Commonwealth Ombudsman report, p. 13.

[17]      Commonwealth Ombudsman report, p. 27.

[18]      Department of Human Services, Submission 66.2, p. 1.

[19]      Department of Human Services, Submission 66.2, p. 1.

[20]      Commonwealth Ombudsman report, p. 37.

[21]      Department of Human Services, Submission 66.1, p. 4.

[22]      Department of Human Services, Submission 66.2, p. 2.

[23]      Ms Kathryn Campbell, Department of Human Services, Community Affairs Legislation Committee – Additional Budget Estimates Hansard, 2 March 2017, p. 9.

[24]      Department of Human Services, Submission 66.1, p. ii.

[25]      Commonwealth Ombudsman report, p. 26.

[26]      Department of Human Services, Submission 66.2, p. 2.

[27]      Department of Human Services, Submission 66.2, p. 2.

[28]      Department of Human Services, Submission 66.1, p. 11.

[29]      Department of Human Services, Submission 66.2, p.3.

[30]      Department of Human Services, Submission 66.2, p.3.

[31]      Department of Human Services, Submission 66.2, p.3.

[32]      https://www.humanservices.gov.au/sites/default/files/2017/05/program-protocol-payg-data-matching-may-2017.docx.

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