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Safeguarding customer privacy when raising and recovering debts 107-05010050

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This document outlines details of the appropriate use of customer information for recovery of debts.

Privacy protection

Customers provide Services Australia with personal information. Staff must treat confidential information in an appropriate manner. Privacy is integral to the Service Commitment made by the agency, see the Privacy and Secrecy Hub intranet page.

The objectives of the agency's Privacy Guidelines include:

  • recognising that the agency has a special responsibility to protect privacy. It manages and maintains information across a range of programs and services
  • maintaining a level of privacy protection for our customers in accordance with the Privacy Act 1988 and other relevant legislation
  • providing an efficient and effective delivery of services for the agency's partner agencies, through the better linking of Government services
  • ensuring that privacy issues are addressed correctly

Confirm contact details before issuing a debt notice

Before issuing any form of debt notice to a customer, check the address on the customer's record. The agency must only use the most accurate information, to protect the customer's privacy.

The Resources page contains responsibilities when provisioning access to Online Search Facility (OLS), and links to the agency's Privacy and Secrecy Hub intranet page and to the Office of the Australian Information Commissioner.

Accepting and disclosing information

Authenticating a Centrelink customer