A literature review to understand how some Australian Government services could become stigmatised, and how stigma could be reduced in the policy design and delivery of Australian Government services. It found that there are different ways stigma can be experienced by Australians and different drivers of government services stigma including public attitudes, policy settings and service design.

Government services stigma is when customers of government services are associated with negative beliefs, attitudes and experiences that are directly related to their access or use of federal government services. There is evidence, from academic research and royal commissions, that people experience stigma associated with their access of government services and payments.

The review outlines stigma, introduces a government services stigma framework, provides a one-page guide for reducing stigma in government services, and identifies next steps.

Reducing stigma requires a coordinated effort, occurring at the service design and delivery level, through policy change and public education. 

Interventions to reduce stigma

• Promote customer dignity in how services interact with customers.
• Emphasise the universality of Australia’s social safety net.
• Implement a service-delivery approach, rather than compliance driven approach.
• Use non-stigmatising language which promotes customer dignity.
• Create supportive and psychologically safe spaces.
• Develop campaigns to educate the public and challenge the stigma of using government services
• Facilitate and encourage social engagement between staff and customers, and avoid excessive use of automated systems.
• Support coping strategies and the psychosocial health of customers.