Post by jamie on Apr 29, 2014 11:51:10 GMT 7
Media Release: Centrelink's review system at breaking point
5:00pm
24th April 2014
TOPICS:
Unemployed
ATTACHMENTS:
Media Release Appeals Backlog 10 April 2014.pdf
Centrelink’s review system at breaking point
Staff shortages at Centrelink are leading to excessive delays when people appeal against a decision made by Centrelink, said Maree O’Halloran, President of the National Welfare Rights Network today.
A right of Internal Review is available for all decisions made about Centrelink payments. Centrelink can get things wrong, or they may not have all of the information necessary to make the right decision about a payment.
Lots of people ask Centrelink to have another look at a decision that they have made. In 2012-13, there were 123,526 internal reviews undertaken by Centrelink. Of these, 36.1% of decisions were overturned, up from 32.7% in 2011-12. At November last year there were the equivalent of 233 Review Officers working full-time.
“The good news is that the Department of Human Services has many dedicated staff, experts in areas of complex law and legislation, who take a fresh look at a decision when asked.
“The not so good news is that Centrelink’s Internal Review system is at breaking point. In the 2012-13 financial year, 54,150 (44%) of Internal Reviews took longer than five weeks to complete. Centrelink’s own internal timeliness targets, which aim to finalise 75% of all appeals within 5 weeks, are falling short and aren’t being met.
“Centrelink’s services standard for completing internal review was raised by 25%, from 28 to 35 days in 2011.
“The average waiting time for a review in 2012-13 was 62 days. Over a quarter, at 27%, took more than three months to complete. Almost 1-in-10 appeals took over six months or more to complete. There were 869 appeals that took longer than 12 months to finalise"
“At November 2013 there were 22,131 Internal Reviews awaiting finalisation. These figures confirm what people have been telling us for over the past 12 months.
“The Centrelink review and appeals system is under considerable strain. It is not uncommon to hear of delays of six months, or more. Many Centrelink recipients are complaining to their local Members of Parliament and to the Ombudsman about this problem.
“These excessive delays are undermining people’s right to have questionable Centrelink decisions reviewed.
“The historic under-resourcing of Centrelink review officers has led to long delays and at times, poor quality decision-making. Policy changes, including tougher eligibility rules for the Disability Support Pension, are also having a major impact on the number of people seeking a review.
“The most common reason for appealing is the rejection of a claim for a payment such as the Disability Support Pension. Other Centrelink decisions most commonly challenged are the raising or recovery of debts, Family Tax Benefit reconciliation debts, the rate of payment or the start date of a payment.
“When incorrect decisions are made the lives of many vulnerable people are adversely affected. In the worst cases people are left homeless and without any income for food or medication. Extensive delays leads to frustration and additional expense when appeals escalate to higher levels.
“The huge volume of appeals waiting to be finalised raises questions about the impact of job cuts in the Department of Human Services. There is clearly a need to significantly boost staffing numbers at Centrelink to cope with the backlog.
“It is critical that Centrelink pull out all stops to get the review and appeal system back on track,” concluded Ms O’Halloran.
For further information go to: See Answers to Senate Estimates, HS 47 at: www.aph.gov.au/~/media/Estimates/Live/clac_ctte/estimates/sup_1314/DHS/Answers/047.pdf
5:00pm
24th April 2014
TOPICS:
Unemployed
ATTACHMENTS:
Media Release Appeals Backlog 10 April 2014.pdf
Centrelink’s review system at breaking point
Staff shortages at Centrelink are leading to excessive delays when people appeal against a decision made by Centrelink, said Maree O’Halloran, President of the National Welfare Rights Network today.
A right of Internal Review is available for all decisions made about Centrelink payments. Centrelink can get things wrong, or they may not have all of the information necessary to make the right decision about a payment.
Lots of people ask Centrelink to have another look at a decision that they have made. In 2012-13, there were 123,526 internal reviews undertaken by Centrelink. Of these, 36.1% of decisions were overturned, up from 32.7% in 2011-12. At November last year there were the equivalent of 233 Review Officers working full-time.
“The good news is that the Department of Human Services has many dedicated staff, experts in areas of complex law and legislation, who take a fresh look at a decision when asked.
“The not so good news is that Centrelink’s Internal Review system is at breaking point. In the 2012-13 financial year, 54,150 (44%) of Internal Reviews took longer than five weeks to complete. Centrelink’s own internal timeliness targets, which aim to finalise 75% of all appeals within 5 weeks, are falling short and aren’t being met.
“Centrelink’s services standard for completing internal review was raised by 25%, from 28 to 35 days in 2011.
“The average waiting time for a review in 2012-13 was 62 days. Over a quarter, at 27%, took more than three months to complete. Almost 1-in-10 appeals took over six months or more to complete. There were 869 appeals that took longer than 12 months to finalise"
“At November 2013 there were 22,131 Internal Reviews awaiting finalisation. These figures confirm what people have been telling us for over the past 12 months.
“The Centrelink review and appeals system is under considerable strain. It is not uncommon to hear of delays of six months, or more. Many Centrelink recipients are complaining to their local Members of Parliament and to the Ombudsman about this problem.
“These excessive delays are undermining people’s right to have questionable Centrelink decisions reviewed.
“The historic under-resourcing of Centrelink review officers has led to long delays and at times, poor quality decision-making. Policy changes, including tougher eligibility rules for the Disability Support Pension, are also having a major impact on the number of people seeking a review.
“The most common reason for appealing is the rejection of a claim for a payment such as the Disability Support Pension. Other Centrelink decisions most commonly challenged are the raising or recovery of debts, Family Tax Benefit reconciliation debts, the rate of payment or the start date of a payment.
“When incorrect decisions are made the lives of many vulnerable people are adversely affected. In the worst cases people are left homeless and without any income for food or medication. Extensive delays leads to frustration and additional expense when appeals escalate to higher levels.
“The huge volume of appeals waiting to be finalised raises questions about the impact of job cuts in the Department of Human Services. There is clearly a need to significantly boost staffing numbers at Centrelink to cope with the backlog.
“It is critical that Centrelink pull out all stops to get the review and appeal system back on track,” concluded Ms O’Halloran.
For further information go to: See Answers to Senate Estimates, HS 47 at: www.aph.gov.au/~/media/Estimates/Live/clac_ctte/estimates/sup_1314/DHS/Answers/047.pdf
I was also advised to contact them asap as it was likely my file was just lying around somewhere (desk/computer) also said they had heard of cases taking longer than nine months , so there you have it straight from the horses mouth. 
