Guidelines on banning customers from entering Centrelink offices because of inappropriate behaviour are the subject of this report. The Ombudsman has received complaints over a number of years from customers whose face-to-face contact with Centrelink staff has been withdrawn because of their behaviour.

The report concludes that in most instances Centrelink’s decisions to ban customers from its offices were reasonable, but that Centrelink did not have national guidelines that would ensure consistency and transparency of decision making in this area. Under Centrelink’s ‘alternative servicing arrangements’ model, staff can decide to withdraw face-to-face contact with customers where their behaviour poses a threat to the safety of Centrelink staff or other customers. In these circumstances arrangements need to be made for the customer to contact Centrelink in another way. The Ombudsman’s report examines the way in which Centrelink has applied this policy and makes recommendations for improvements.