The Centrelink system is complex and complicated. The various payments Centrelink administers are aimed at meeting the needs of many different life circumstances. Since they are targeted at the specific needs of different customers (the unemployed, sole parents, the disabled, carers etc), each payment type has different qualification criteria, often with different income tests. Furthermore. Centrelink is a large bureaucracy servicing millions of customers. Given the thousands of decisions made each day and the complexity of some of the decisions being made, it is understandable that some errors are made. If you think a Centrelink decision is wrong, you have a right to have that decision reviewed or appealed

   Welfare Rights exists to assist you to challenge incorrect Centrelink decisions. We can advise you on your rights and on your legal entitlements. We can ring Centrelink on your behalf and attempt to resolve your problem, whether it be an overpayment. an underpayment or a decision not to pay you at all.

   We can also assist you through the review and appeals process. The first step might be to speak with the Original Decision-maker (the person who made the decision you are not happy with.) If this is unsuccessful, it is possible to have the decision referred to an Authorised Review Officer (senior officers whose role is to scrutinise decisions and check to see if they are correct.) If the ARO believes an error has been made they can change the decision. If they believe it is correct, you have a further avenue to challenge the decision via the Social Security Appeals Tribunal (SSAT.) This tribunal is independent from Centrelink and is not bound by Centrelink policy. Its role is to look at decisions and decide if they are legally correct (that is, if they are consistent with what the law says should be done.) If they decide a decision is incorrect that can change it by overturning the decision or varying it. For example, they might decide a person is eligible for a payment Centrelink has rejected (overturning a decision) or they may shorten a waiting period by a few weeks or months (varying a decision.)

   Centrelink is not represented at the SSAT but a Centrelink customer is entitled to take a representative. Welfare Rights, in some circumstances, can provide an advocate to represent you, at no cost. If we can not represent you, we can advise you on your case.

   If you are unsuccessful at the SSAT, you may appeal to the Administrative Appeals Tribunal (AAT). Similarly. Centrelink may appeal to the AAT. The AAT is more complicated a process than the SSAT and Centrelink is represented at this level so people are strongly advised to obtain a representative. In the first instance you should apply for Legal Aid at the Legal Services Commission. Welfare Rights has a limited capacity to represent at the AAT but assists as many people as it is able.

   You can contact Welfare Rights at any stage of the Centrelink decision-making process, or the review and appeals process.