This report identifies shortcomings in the way Services Australia handled a Child Support case, including improper processes and communications. It makes several recommendations in relation to Services Australia improving its policies, processes and staff training.

A complaint was made by a member of the public about how their case was handled, which ceased Child Support payments and raised an incorrect debt against her. This had been done without allowing her sufficient opportunity to show she had not reconciled with her ex-partner due to family violence concerns. 

Key findings

• Communications with the complainant lacked consideration for her circumstances and were not person-centred considering the complex and sensitive subject matter.
• It remains unclear what was considered in the initial decision-making process due to improper documentation processes.
• The prompt resolution of the matter by using the correct process would have avoided placing Ms H in financial hardship, avoided requiring her to interact with her ex-partner and risk exposing her personal information to him. It would also avoided subjecting her to the stress related to incorrect debt collection action and the subsequent need to appeal the matter for resolution. 

Key recommendations

• Review and update current guidance, policies and training provided to staff on trauma-informed principles to ensure best-practice standards are upheld. This includes using appropriate language and tone and efficient escalation of concerns such as family violence.
• Appropriate record keeping procedures should be put in place for decisions.
• Train or retrain Service Officers in the error correction process, to ensure customers are not being required to lodge objections unnecessarily, and factor in those who raise family violence or privacy concerns and the objection process's requirement of an open exchange of information.