This report investigated whether the Department of Employment and Workplace Relations and Services Australia cancelled job seekers’ income support in a lawful manner by using automated processes and the safeguards they established to ensure future cancellation decisions are lawful, fair and reasonable. It found that the agencies’ cancellation of income support was not lawful and...

An investigation into Services Australia finds that it is not doing enough to identify and respond to financial abuse through the Child Support program. The report found Services Australia's actions were either unfair or unreasonable in addressing widespread manipulation and weaponisation of Child Support. The report makes eight recommendations.

This guide assists government agencies to use automated decision-making systems appropriately, and with the customer at the centre of service delivery. Issues covered include guiding principles for assessing the suitability of automated systems, compliance with administrative law and privacy requirements, transparency and accountability, and quality assurance processes.

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

Based on complaints to the Ombudsman on people not getting the help they need when interacting with government agencies, this paper outlines what has been experienced and what can be improved. It provides five case studies and identifies three key lessons to improve service delivery to all members of the community.