Compliance program

Our compliance program helps protect Australia’s welfare system. It helps our customers avoid getting a debt or committing fraud.

What we do

We want to make sure you get the right payment and the right amount. Our proactive payment reviews help you to avoid owing money.

We also investigate customers who may be withholding or giving us false information. We refer cases with evidence of criminal behaviour to the Commonwealth Director of Public Prosecutions.

We know most people do the right thing. Not all incorrect payments are a result of fraud. However, incorrect payments may result in a debt which you’ll need to repay.

How we carry out compliance

We complete a number of tasks as part of the program, such as:

  • identity checks
  • data-matching
  • data-mining
  • analysis activities
  • regular payment reviews.

We work with the public, other government agencies and the private sector, and share details about intelligence activities when needed. 

Currently, we partner with the Australian Federal Police on Taskforce Integrity.

We also use data from:

  • the Australian Taxation Office (ATO)
  • the Department of Education and Training
  • other sources to match income information reported by people who get a payment.

How we apply data from other agencies

We get information about your income from other government agencies, such as the ATO. If that information is different to what you’ve told us, we’ll ask you to check and update your details.

We then work out what we should have paid you.

You need to tell us the exact dates you worked and the amount you earned. You need to do this as soon as possible to avoid us overpaying you.

Understand averaging

If you don’t update the amounts you earned, we’ll use the income the ATO told us you earned.

We’ll divide this by the number of fortnights you worked. This will give us an average of your earnings for this time.

The hours you worked or the amount you earned may have changed from payday to payday. If this is the case you should give us more details. You need to tell us the exact amounts you earned, using your payslips or bank statements. This is the best way to make sure you only pay back what you owe.

Using the ATO information works best when you work the same hours and earn the same amount each payday.

How you can help us with our compliance activities

There are several ways you can help us to carry out our compliance activities.

Report fraud

If you think someone may be committing fraud, you should report it. There are different online forms to report fraud, or you can call the fraud tip off line on 131 524. You don’t have to give your name. We take all reports of suspected fraud seriously. Specialist officers assess the fraud reports we get.

Give feedback

We often test our letters and online systems with people. Read more about how we use market research to improve our services and products.

You can also let us know if our webpages have been useful and which pages we need to improve. You can use the poll at the bottom of most of our webpages to do this.

How you can make sure you comply

Keep your details up to date

If you’re getting a payment from us, it’s important to tell us straight away if your circumstances change. This is so we can give you the right payment.

The amount we pay you may also go up or down if something in your life changes.

Keep important records

You need to keep all relevant records, such as:

  • financial statements
  • tax returns
  • payslips or group certificates
  • rental history
  • bank statements
  • any other documents that may help us and you.

This will help if we need you to check and update the information we have about either:

  • your income, which may include employment, business, assets and investment income
  • other details that might affect your payments.

Respond to our requests

Please don’t ignore any letters we send you. Always respond to the requests in the letter by the due date. If we ask you to check your details, the quickest and easiest way to do this is using self service.

What reviews we run

We run a number of reviews as part of our compliance program.

Bank interest reviews

We check if the bank account details you told us are correct. We need to check we paid you the right payment and amount in the past.

Read more about our bank interest reviews.

Business income reviews

We check the business income you reported was correct and if we paid you the right amount in the past.

Read more about our business income reviews.

Family Day Care operator reviews

We check you’ve correctly reported the income you get from your Family Day Care operation.

Read more about our Family Day Care operators compliance reviews.

Trust reviews

We check you’ve correctly reported the income you get from trusts.

Read more about our trust reviews.

Page last updated: 29 November 2018