This audit was to assesses the effectiveness of Centrelink’s Quality On Line control, which supports the integrity of payments administered by DHS on behalf of the Australian Government.
Introduced in 2000, Quality On Line (QOL) is one of Centrelink’s main pre‐payment quality control mechanisms for payment correctness. QOL is the first point of checking and is described by Centrelink as a preventative check.
The QOL process involves a checker reviewing a predetermined sample of a Centrelink Customer Service Adviser’s (CSA) work activities13 to check for correctness, in terms of processing a customer’s claim and the CSA’s data entry of details into Centrelink’s electronic customer database. Once an activity is entered into the database, it may be selected for QOL checking based on an assessment of risk, checked for error, and then either released for payment or returned to a CSA for correction.
A set of national standards for the operation of QOL is in place to provide a consistent approach to the use of QOL across the Centrelink network. Compliance with the national standards is a mandatory requirement for Centrelink staff. Centrelink records QOL checking results in order to monitor quality trends and to identify correctness rates and training needs for CSAs.
The objective of the audit was to assess the effectiveness of Centrelink’s QOL control, which supports the integrity of payments administered by DHS on behalf of the Australian Government.