Our Service Commitments

The Department of Human Services provides easy, high quality services to people at different stages of their lives through the Medicare, Centrelink and Child Support programs.

What you can expect from us

Respect

We welcome you and will listen to you and work with you to understand your individual and cultural needs.

This means we will:

  • treat you with courtesy and respect
  • listen to you
  • recognise the diversity of the community
  • adhere to the Values of the Australian Public Service

Our business improvement priorities for 2011-14:

  • to provide a service that takes people’s individual circumstances into account
  • to provide intensive services to people at a time when they need them

Easy access to services

We will give you quick and easy access to the right services.

This means we will:

  • provide options for you to access the services you need
  • provide a broader range of services located in the same place
  • bring our services to you through our outreach activities and mobile service centres
  • provide equitable access for a diverse community

Our business improvements priorities for 2011-14:

  • to provide access to services and support to people so they can fully participate in their community
  • to provide more tailored and intensive support for people who need it
  • to improve our online and self service options so that people can help themselves
  • to improve the level of service to people who are living in remote areas or who are isolated

Quality information

We are committed to providing consistent and accurate information. We will explain our decisions to you.

This means we will:

  • tell you everything you need to know to make informed choices
  • give you consistent advice
  • get it right by providing accurate payments and services
  • explain our decisions to you
  • explain your options if you think our decision is wrong

Our business improvement priorities for 2011-14:

  • to provide one place where people can access all of the information they need
  • to improve the quality of our decision making so that people receive decisions that are correct, easily understood and timely
  • to improve the way we review our decisions

Fair and transparent services

We will be open and honest with you and follow through on our commitments. We will tell you how we make decisions and how you can check that we are being fair.

This means we will:

  • protect your personal information
  • be firm and fair in our decision making
  • be accountable for our actions
  • explain your review and appeal rights to you
  • acknowledge and correct mistakes quickly

Our business improvement priorities for 2011-14:

  • to improve equity and access to payments and services to the community
  • to deliver services and support in a way that meets the needs of individuals and the community
  • to measure and report our progress in delivering our service commitments

Genuine consultation

We value your feedback and we will work with you to understand how to improve our services.

This means we will:

  • work with you to understand your personal circumstances
  • act on what you tell us
  • use your feedback to improve our services

Our business improvement priorities for 2011-14:

  • to provide greater opportunity for customers, stakeholders and staff to contribute to the design of services and products
  • to build better connections between customers, the community and Government.
  • to measure your satisfaction with our services and use this information to improve how we do things

Efficiency

We will simplify the way we deliver services to you. We will streamline processes to provide the right outcome.

This means we will:

  • respond to and resolve your enquiry in a timely manner
  • make our forms and letters easier to understand
  • improve our self-service options

Our business improvement priorities for 2011-14:

  • provide value for money by using new technology to build agile and flexible systems and services
  • reduce red tape by giving customers a choice to share information across the department

You can help us if you:

Not working for you?

Phone 1800 132 468 or contact us with feedback or complaints for Medicare, Centrelink and Child Support programs.

  • tell us when your personal circumstances change
  • are respectful and courteous to staff and other customers
  • tell us if you need help to use our products and services
  • talk to our staff if you are not happy with the outcome
  • provide complete, accurate and timely information

We will:

  • protect your personal information
  • explain your review and appeal rights to you
  • provide help in other languages
  • ensure that people with a disability have access to products and services
  • use your feedback to improve our products and services
  • measure and publish our performance

More information

Our Service Commitments are available in other languages.