Report

Design, scope, cost-benefit analysis, contracts awarded and implementation associated with the Better Management of the Social Welfare System initiative

21 June 2017

View the report as a single document - (PDF 1209KB)

View the report as separate downloadable parts:

MEMBERSHIP OF THE COMMITTEE	(PDF 25KB)
ABBREVIATIONS	(PDF 12KB)
LIST OF RECOMMENDATIONS	(PDF 35KB)
Chapter 1 - Introduction and background	(PDF 152KB)
Introduction What is the OCI? Report structure Conduct of the inquiry Commonwealth Ombudsman investigation
Chapter 2 - Data matching	(PDF 411KB)
Overpayment data matching OCI data matching program Debt collection and privacy guidelines Error rates Individuals' experience Communication process
Chapter 3 - Communicating with Centrelink	(PDF 213KB)
Power imbalance Initial letters Communication barriers Debt notices Access to information Centrelink communication channels
Chapter 4 - Challenging debts	(PDF 132KB)
Introduction Process for clarifying, reviewing or appealing a purported debt Policy on handling queries Reversal of onus of proof Community legal sector Process improvements by the department Concluding committee view
Chapter 5 - Debt recovery	(PDF 114KB)
Process of debt recovery Debt collection by the department External debt collection
Chapter 6 - Conclusions and recommendations	(PDF 43KB)
Conclusion Committee recommendations
Coalition Senators' Dissenting Report	(PDF 55KB)
APPENDIX 1 - Submissions and additional information received by the Committee	(PDF 36KB)
APPENDIX 2 - Public hearings	(PDF 28KB)

Committee Secretary
Senate Standing Committees on Community Affairs
PO Box 6100
Parliament House
Canberra ACT 2600

Phone: +61 2 6277 3515
community.affairs.sen@aph.gov.au