Skip to navigation Skip to content

Level 1 - Manage complaints and feedback 104-02020000



General Payments and Services

All Centrelink complaints trained staff are skill-tagged with Service Type ‘General Payments and Services’. The Service Detail topics (listed below) must not be re-categorised or assessed as being out-of-scope. Technical assistance must be sought if help is required.

  • Advance Payment
  • BasicsCard
  • Case Management
  • Centrelink Compensation Recovery
  • Centrepay Deduction Service
  • Complaint or Feedback Handling
  • Confirmation eServices
  • Crisis Payment
  • Debt Recovery
  • Early Release of Superannuation
  • Education Entry Payment
  • Electronic Verification of Rent
  • Fares Allowance
  • Financial Information Service
  • Income Management
  • Low Income Health Care Card
  • Mobility Allowance
  • Home Equity Access Scheme
  • Pension Supplement
  • Pensioner Concession Card
  • Pensioner Education Supplement
  • Pharmaceutical Allowance
  • Rent Assistance
  • Rent Deduction Scheme
  • Social Work Services
  • Telephone Allowance
  • Urgent Payment
  • Utilities Allowance

    Intranet links

    National Restricted Access

    Customer Aggression Home

    Complaints and feedback index

    Customer complaints and feedback management

    Customer Feedback Tool

    Escalation Coordination (includes a link to the Escalation Coordination Policy)

    Level 2 Policy Helpdesk

    Privacy and Secrecy

    Security Incident Reporting

    Media protocols

    Market research

    Useful Internet links (including links to government departments)

    Tier 0 technical support - self-sufficiency

    Contact details

    Complaints

    Language Services

    Forms

    Tell us what you think

    SS226A – Request for Translation

    Letter and email templates

    The letter and email templates available via this link are endorsed for use by Services Australia and are the latest versions. Staff should not be using locally produced letters or emails.

    Level 1 Complaints and Feedback

    Factsheets

    Key phrases to help when managing customer complaints