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Complaints, privacy and Freedom of Information content


File NameTitle
104-01010000Accepting and disclosing information
104-01010010Customer requests access to their personal information
104-01010020Disclosing information under child support law
104-01020000Granting and recording parental permission to enquire
104-01020010Accepting information from parents of Youth Allowance customers
104-01020020Disclosing information to parents of Youth Allowance customers
104-01020030Using Centrelink records to determine entitlement for Youth Allowance customers
104-02000000Managing complaints and feedback
104-02010050Psychologist consultation service and referral process for forensic matters
104-02020000Level 1 - Manage complaints and feedback
104-02040000Level 2 complaints
104-02040010Level 2 complaints (CLK)(MED)
104-02040020Level 2 complaints - vulnerable customers and high risk complaints (CLK)(MED)
104-02040030Level 2 complaints - Ombudsman, Ministerial, MP, Media and executive correspondence (CLK)(MED)
104-03070000Recording complaints and feedback in the Customer Feedback Tool
104-03070010Requesting access to the Customer Feedback Tool
104-04000000Privacy, sharing and storage of customer information
104-04010000Requests lodged under the Freedom of Information Act 1982
104-04020000A person wants to access non-personal information
104-04030000Handling subpoenas and Commonwealth Information Location orders served on Services Australia
104-04040010Customer password on a Display on Access DOC
104-04040030Accepting and disclosing information regarding trusts and companies
104-04040050Privacy concerns when calling customers, returning calls or leaving messages on answering machines
104-04060000Disclosing information to third parties
104-04060010Accepting information from and disclosing information to a Power of Attorney
104-04060020Implied consent regarding third parties
104-04060030Disclosing personal information and CCTV to police and State and Territory agencies
104-04070000Privacy incidents
104-04070040Procedures for handling misdirected correspondence
104-04070050Identifying a staff member
104-04080010Requesting information (CLK)
104-04080040Statistics requests by outside organisations
104-04090000Nominees
104-04090010Adding or rejecting a nominee request
104-04090020Obligations of nominees
104-04090030Cancelling a nominee arrangement
104-04090040Changing personal details of nominees
104-04090050Accepting information from nominees
104-04090060Disclosing information to a nominee
104-04090070Nominee organisations
104-04110000Authenticating a Centrelink customer
104-04120020Access to scanned medical information for Assessment Services
104-05030000Inadvertent access and authorised access
104-06000000Restricted Access and eligibility
104-06020000Administration of Restricted Access
104-06030000Support, maintenance and FAQs for Restricted Access
104-07000000Customer aggression - Prevention and management
104-07020000Customer aggression - Response
104-07020010Managed Service Plan (MSP) - Email redirection
104-07020050Customer aggression - Reporting and recording incidents
104-07020060Customer aggression – filming, recording and photography
104-07020070Customer aggression - Post incident contact
104-07040000Customer aggression - Staff support
104-07050000Customer aggression - Managed Service Plan (MSP)
104-07050010Managed Service Plan (MSP) - Proposing, recording and approving
104-07050030Managed Service Plan (MSP) - Implementing
104-07050040Managed Service Plan (MSP) - Customer not complying
104-07050050Managed Service Plan (MSP) - Reviewing
104-07050060Managed Service Plan (MSP) - Customer service delivered through a One Main Contact (OMC)
104-17022700Staff as nominees
104-17022800Managed Service Plan (MSP) - One-off variation
104-17040600Witness Protection information
104-17071700Authorised representatives and nominees
104-17082200Child Support representative with ordinary authority
104-17082201Child Support authorised agent
104-19010804Third party Data Breach
104-19122037Disclosing information to child protection agencies
104-20102324Restricted Access Customer System (RACS)
104-21012236Level 1 - Online feedback
104-21052757Customer aggression - Escalating incidents
104-23040337Customer research activities
104-24020710Accessing and using the Customer Incident Management System (CIMS)
104-24092617Organisation wants to become a Group Payment organisation
104-24092648Group payment schedules and payments to organisations