Contact with Child Support customers 277-01010000
Expand allRisks to a customer's privacy have been identified. See Separating Safely - protecting personal details to make sure the customer's personal details are safe before progressing.
This document explains expectations about phone contact with customers. It does not apply to Personalised Services customers.
Preferred contact method
Contact by phone is the preferred way of interacting with customers when Services Australia needs to get, confirm or provide information.
Contact by National Relay Service (NRS) or Teletypewriter (TTY) is an alternative communication option of interacting for people who are deaf, have hearing loss, or a speech disability.
International Customers
For customers who reside overseas we should consider interacting in a manner that suits their needs. Contact by phone may not be the best channel, depending on the customer’s circumstances and preferences.
This provides excellent service in line with Child Support’s Customer Management Principles and the Customer Management Approach.
See Resources for links to additional customer contact resources.
Contents
Disclosing information under child support law
Child Support Electronic Messaging (EM)
Manage Child Support online accounts in Pluto
Related links
Authenticating a Child Support customer
Customer Management Principles
Customers talking about suicide or self-harm
Call and screen recording - information and access
Customer Management Approach (CMA) for Child Support
Documenting Child Support information
Child Support Electronic Messaging (EM)
Social worker and other service referrals for child support customers
Child Support channel preferences, online letters and messages
Secure messaging for Employers and Overseas Entities
CSAOnline secure message Cuba Process Help