Referral to a social worker 003-12010000
Expand allNational Support Services
Table 1: this table lists National Support Services and their contact details.
| Name | Contact details |
| Lifeline - 24 hours/7 days a week | Phone: 131 114 Internet: https://www.lifeline.org.au/ |
| Men's Line - 24 hours/7 days a week | Phone: 1300 78 99 78 |
| Kid's Helpline (for customers up to the age of 25) 24 hours/7 days a week | Phone: 1800 551 800 |
For more details, see Referral to external support services.
Additional support options
Table 2: this table lists different customer scenarios and possible action/s to consider.
| Customer scenario | Possible action/s to consider |
They need a phone number for an external service. For example:
| |
| UTLAH assessments for customers over the age of 18 | |
| They are experiencing vulnerability and waiting for an income support claim to be determined | See:
|
| A customer (whether on income support or not) is experiencing difficult circumstances and is in need of additional support | See Specialist officers and other internal supports for customers |
| They are in financial hardship | Check the customer's payment is current and correct Check if there are other payments that may suit their situation better:
Offer a referral to a local or other welfare agency. See Referral to external support services |
| They are having trouble meeting their mutual obligations | See: |
| They disagree with an urgent payment decision | |
| They need help to start an income support claim | Assess the customer's digital capability Offer support/advice as needed |
| They are dissatisfied with the service provided by Services Australia | |
| Current customer is experiencing hardship with Centrelink debt repayments | Options:
See: |
| They want to appeal a decision | See Request for a Subject Matter Expert (SME) explanation or application for a formal review |