Staff as nominees 104-17022700

Staff who are nominees should avoid situations that present, or may be seen to present, a conflict of interest.

When interacting with Services Australia as a nominee, staff must observe the Australian Public Service (APS) Code of Conduct. Staff must not make improper use of their duties, status, power or authority, in order to gain, or seek to gain, a benefit or advantage for themselves or any other person. Staff must not:

• abuse their knowledge and/or position to gain any unfair advantages for themselves or others
• seek to use their APS position or confidential Services Australia knowledge to improve their private sector employment prospects

Staff who may have access to claimant/recipient, staff or third party records:

• must not use staff portals (for example Customer First) to access their own records, or the records of their principal, work colleague, friend or relative. Being a nominee does not grant the authority to access nominee records through staff portals. This applies even when there is a legitimate business purpose and/or the principal, colleague, friend or relative has given their permission
• are to use self-service options and smart centres to help avoid the risk of any perceived conflicts of interest
• when conducting business with Services Australia, a nominee must report their own and their principal's circumstances accurately. Failure to report accurately or acting illegally, with the intent to gain a financial advantage from the social, health or welfare systems is fraud and will be investigated

Self service

Self service is encouraged for all staff when dealing with Services Australia. Self service provides all claimants/recipients and nominees with the flexibility to conduct business outside work hours.

When interacting with Services Australia as a nominee, the preferred method of contact is by digital self service such as myGov or the Centrelink phone self service line.

Phone contact

If self service options are unavailable, inappropriate or not possible for Centrelink business, staff can phone Services Australia as a customer via the relevant service or payment line.

Face-to-face contact

At times, face-to-face contact with Services Australia may be necessary. For example, to attend an interview in person. In this case:

• staff should, if possible, attend a different service centre from where they work
• staff should be served by a staff member who does not know them personally
• if unable to attend a different service centre (if the principal/claimant/recipient business is to occur at the service centre where the staff member works):
• the staff member is to liaise with the manager of the service centre to ensure their appointment is booked with a Service Officer where no real or perceived conflict of interest will arise or occur
• in accordance with policy requirements, the manager will document that the Service Officer was given approval to access the record

Smart centre contact

A call may be needed to a smart centre for business which cannot be completed through self service options. If the staff member or the Service Officer identify they know one another:

• a conflict of interest may occur and the call will be redirected to another Service Officer immediately
• the initial Service Officer is to advise their team leader and must complete an Inadvertent Access Notification Form

The Resources page contains a link to this form and more details.

All staff and contractors have a responsibility to report suspected fraud or unauthorised access. All suspected fraud involving an employee or contractor must be reported, see Report Suspected Fraud and Corruption.

If the allegation of suspected fraud relates to a Senior Executive in Services Australia, report the matter to:

• General Manager, Business Integrity Division
• General Manager, People Services Division, or
• directly to the Secretary

The Resources page contains links to more details on fraud prevention and related forms.

Outside employment is any paid, unpaid or voluntary work undertaken for another employer or organisation while employed by Services Australia. This includes times when the employee is absent from duty on paid or unpaid leave.

Outside employment can include:

• paid employment such as:
• running a business
• maintaining a professional practice
• being the director or partner of an organisation or company
• accepting or holding an office in or under any state/territory government or any public or municipal corporation
• working as a tax agent, financial counsellor, lawyer or accountant
• voluntary work including:
• working for charitable or not for profit organisations; and/or undertaking general community based activities

Staff are able to perform work outside Services Australia, provided this work does not actually or potentially:

• cause detriment to the performance of their official duties
• be construed by the public as involving a conflict of interest
• lead to a clash of loyalties
• conflict or interfere with the performance of their official duties, or bring Services Australia or the APS into disrepute

Permission from manager

Paid work

Staff must obtain permission from their manager before engaging in outside employment. The Resources page contains a link to additional information and the Application to engage in outside employment (PP008) form.

Voluntary work

Permission to engage in outside employment is not required for unpaid volunteer work. However, employees should advise their manager when undertaking voluntary work. This will ensure that managers are able to assist employees with managing any real or perceived conflict of interest. There is no need to complete the application to engage in outside employment form for volunteer work. A record of the conversation with the manager must be obtained. For example, a saved email conversation.

For staff who are nominees for the purposes of the National Redress Scheme, see Nominees for the National Redress Scheme.

A claimant/recipient may also request to have a representative to assist them for Medicare or Child Support purposes. This document does not cover Medicare or Child Support customers.

For information on Medicare or Child Support representatives, see:

• Power of Attorney, Guardianship, Administrative Orders and Authorised Representative for Medicare
• Authenticating a Child Support customer
• Customer representative Cuba Process Help