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Royal Commission into the Robodebt Scheme 110-22081650

This page contains instructions for what to do if a customer contacts the agency about the Royal Commission into the Robodebt Scheme.

Answer or transfer a customer’s questions about the Royal Commission

Table 1: How to answer a customer’s questions about the Royal Commission, or transfer them when relevant.

Step	Action
1	What is the customer calling about? If the customer is calling to: ask if a past compliance review or debt outcome is related to the program, go to Step 2 discuss repayment options for an outstanding debt, go to Step 3 discuss any other question related to the Royal Commission, go to Step 4
2	Past compliance reviews and debt outcomes If the customer asks if a past compliance review or debt outcome was related to the program, transfer the call to compliance staff. Either: transfer to 1800 171 846 in Services Australia Workspace, select transfer option Compliance—Income Compliance Refund Procedure ends here.
3	Repayment options for an outstanding debt If a customer wants to discuss repayment options for an outstanding debt, transfer them to the debt line. Either: transfer to 1800 076 072 in Services Australia Workspace, select transfer option CLK Debt Recovery Procedure ends here.
4	Any other discussions about the Royal Commission If a customer or former customer wants to discuss the Royal Commission, tell them: the Royal Commission was an independent process it was not run by Services Australia the final report is available on the Royal Commission’s website the Government response to the Royal Commission report is available on the Department of Prime Minister and Cabinet’s website Services Australia will implement the recommendations specific to the agency Staff can use this script as a guide: “The Royal Commission was an independent process that was not run by Services Australia. You can find more information about the Royal Commission on the Royal Commission’s website. The Government has accepted or accepted in principle all 56 recommendations made by the Royal Commission. Services Australia will implement the recommendations specific to the agency. The government’s full response is available on the Department of Prime Minister and Cabinet’s website.” Procedure ends here.