This report identifies ‘systemic weaknesses’ in Centrelink’s review processes, including lack of transparency and insufficient education about available options to customers, often leading to delays and inaction.

The report also finds that the complexity of Centrelink’s review model contributes to administrative drift and breakdown.

In response to a draft of this report, Centrelink has advised the Ombudsman's Office that it has commenced the staged implementation of an enhanced review of decision framework.

Centrelink has made improvements to its internal review processes. Nonetheless this report identifies several administrative deficiencies which delay reviews and have in some cases resulted in a failure to act on a request for review.

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