Skip to navigation Skip to content

Timeliness standards - Claims processing 106-02010000

Expand/Collapse all sectionsExpand all


This document outlines information about Centrelink's required timeliness standards for Social Security and welfare claims processing.

Key Performance Measures

Key Performance Measures (KPM) are for internal use only and should not be quoted to customers. Do not provide customers with a timeframe for the completion of their claim. For assistance in providing advice regarding the progress of a claim, please refer to Progress of claim.

KPMs are developed in consultation between the relevant programme areas within Services Australia and the policy partners. These agreements contain the standards that the agency is to perform to, including the timeliness measure.

Centrelink service standards and procedures for pre-release customers

Centrelink service standards and procedures for customers released from prison

Standards for helping customers complete claims and forms