A long read from FB occupy Centrelink. Another horror tale beyond belief in Australia.
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Much has been written about the actions and attitudes of Centrelink. It is always important to remember that Centrelink is an agency set up to help people, not hurt them.
Kylie Wright has sent us details of her recent experiences with Centrelink. Like thousands of others, Kylie sought assistance but received anything but. Take a moment to read through her experience and you will see why Centrelink needs to be torn down and rebuilt from scratch. - Mark
"I am currently on a sickness allowance payment through Centrelink. I have been off work due to ill health since July 2018. My conditions include severe anxiety, depression, atrial fibrillation, Hypothyroidism, sleep apnoea, cervical radiculopathy (spinal) and most recent diagnosis of invasive breast cancer. I also suffer chronic back pain due to spondlytis, spina bifida, scoliosis and degenerative sacroiliac disease.I have also had a previous hip replacement due to osteoarthritis.
I have recently had spinal surgery ( 29 June) and breast cancer surgery (1st October) as well as extensive dental surgery in the middle of that, and am unable to do much at all, and have my husband assisting me with my personal care. I am awaiting further treatment for my cancer including chemo therapy and radiation therapy, and follow up on my spinal surgery.
I received paperwork around October 4th to review my sickness allowance. This paperwork needed to be completed by myself and my Doctor and returned by October 12th.
Tuesday Oct 8th
I have completed my side of the paperwork, but needed to get Doctors review of sickness for Centrelink.
I had my Doctor appointment, 3pm. Paperwork completed without any issues.
I sent the paperwork off to Centrelink online at 5.30 ish pm. I also posted paperwork at St Helens post office.
I noticed when I was online submitting my paperwork, that there was an “OUTSTANDING TASK” which was telling me that I need to re-apply for my low income health care card before November 2nd,. I immediately hit the “START TASK” tab to begin the process, however it told me I do not have to apply for this as I already have a health care card.
Wednesday 9th Oct
As it was too late to call on Tuesday, I called Centrelink approx.10.20 am, as I have learned in the past I must do, to ensure that my paperwork is coded to my file, to avoid being cut off my payments. Duration of call 58 mins.
I established that my paperwork had been received and coded. Got call receipt. Lost the receipt number
2pm ish. Received a return call from a Centrelink person named Yasmin.
Yasmin stated that according to my paperwork, she could see that my situation needed a review and made an appointment for me to have an ESAT to decide whether I would be best suited to another payment, such as DSP. Appointment made for Oct 17th at 2pm in Launceston. I was happy to hear that they were apparently looking at my situation, and it was beyond a doubt that my paperwork had in fact been seen, and one would assume processed in some fashion. (Note: this paperwork was not due until October 12, so was definitely received by Centrelink before the due date)
Tuesday 15th Oct.
I went online to report, however the report tab was no longer visible on the screen. I was unable to report, which usually only happens if you have been cut off from your payments.
The “OUTSTANDING TASK” below still showed that I need to re-apply for my low income Health Care Card. Again I tried to make an application, but still no go.
At 8.20 am I phoned Centrelink 132717 Disability line. (Call duration 47 mins)
I spoke to a female staff member who was helpful, and said she my payment had been cut, as it was showing I had not reported, and she could not understand why this had happened. She went away and came back 2 times, trying to get the issue fixed. She eventually said my payment should be re-instated within 2 days.. I told her I had only $5 in my bank account and had to be in Launceston in 2 days for a Centrelink appointment and had no fuel.
She then said she would put me through as a Level 2, to help get it sorted faster. I was put through to a female called XXX, who was very abrupt, and told me it would now take 5 to 10 days to get sorted as Centrelink staff were “too busy” to get through all of the paperwork needing to be processed. I said, “but I have done the right thing, including calling to make sure the documents were received, and even had a return call, so clearly the documents have been received.”. She agreed this was not my fault, but basically said it was tough luck and I would just have to wait as long as it takes.
I said I was confused as to why I was originally told 2 days, but when put through to someone to speed the process, it is now estimated 5 to 10 days to get my payment re-instated. She became snaky, and said, well you were put through to me because you refused to accept what you were told the first time. (I got the distinct impression I was being punished for questioning the “System”) I said that I had not refused to listen to anything, and that the previous staff member was trying to be helpful by transferring me to her. Clearly this was not the case. I told XXX that my financial situation was dire, and I only have $5 in my bank. She then told me I need to access my superannuation to get me out of financial trouble, and was critical toward me because I had not perused this option already. XXX then told me if I need anything I should go online to “askizzy.com and find out what services are available. I don't think that response was in any way appropriate or good enough. .I did look at the “askizzy” site, but there is nothing there that would be helpful to me or anyone in my situation, in a regional town in Tasmania. Most of the services are there for homeless people and city based.
I still did not receive any assistance with removing the OUTSTANDING TASK alert from my page, and am concerned that if this does not get cleared up, I will be cut off from my health care card as well. I was verbally told this would not occur, but previous experience tells me otherwise.
I have made more than a dozen attempts to comply with the OUTSTANDING TASK request, but the system will not accept any attempt of making an application, and tells me that I DO NOT need to apply for this low income health care card, as I already have one.
Every time I have to submit any form of paperwork for this payment, my payments get stopped as they claim that they have not seen the required documents. Regardless of the fact that every time I submit documents I follow it up with a phone call to the disability line 132717. When I stated this to Kristie, she basically accused me of lying, by saying, “I’m looking at your record which shows this has only happened once. You have never been asked to send a review before. “ That last statement is incorrect as it was last reviewed in March 2019.
I believe the treatment I had received from Centrelink to this point was unacceptable.
I phoned Federal MP Brian Mitchell's office in Perth Tasmania, after my conversation with XXX from Centrelink, and I was quite upset by what had occurred. I spoke with Brian's assistant, Margaret Watson. I explained my situation to Margaret, and she set about getting the situation sorted out for me. Within a few hours I received a return call from Margaret telling me the situation had been resolved and my payments reinstated.
Approx 2pm, I received a follow up call from XXX informing me that my payment had been re-instated. Her tone was much friendlier at this time.
On Wednesday the 16th I checked and found I had been paid. I then went to my MYGOV account and found a letter dated October 14 stating that my Sickness allowance payment had been cancelled on October 2, because I had not returned the review paperwork. Remembering that my paperwork was not due until October 12, and had been received and acknowledged on October 9th, I am very confused as to how this system works. The OUTSTANDING TASK alert is still on my page. My main concern with losing my health care card is that last time I lost it, in February 2017, it took me 9 months ti get it back, due to continual Centrelink stuff ups and claims of paperwork not being lodged, when it was clearly sitting in my documents folder in my MYGOV account. During this period of no health care card, I was unable to afford to see my GP, and my thyroid levels and medication went unchecked. After having my HCC returned and back into the routine checks, it was discovered that my medication level was too high, which resulted in causing me a heart condition of Atrial Fibrillation. This is now a permanent condition. I believe this had a lot to do with some of my ensuing and continuing health issues as well.
I am suffering from anxiety, depression and other illness including the more serious issue of breast cancer. I do not need this level of addition unnecessary stress in my life. Just filling out the required paperwork can be an extremely difficult task at the hight of my anxiety. My mental health has been adversely affected by my diagnosis of breast cancer
I also find it somewhat infuriating that these letters of cancellation always appear after the cancellation has already occurred, so there is no warning to what is about to happen.
I go to extensive measures to ensure that I have all of my paperwork up to date and lodged in plenty of time, yet each time I am required to send in any updated information, my payments get affected with the claim that my paperwork has nor been received.
I consider myself to be reasonably articulate. My literacy and numeracy skills are above average, however I still struggle with the current system. I worry greatly as to how many others in our community, who have significant literacy and numeracy issues manage their Centrelink requirements ongoing.
Regards
Kylie Wright"
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