Chapter 4
Human Services Portfolio
Department of Human Services
4.1
This chapter contains key issues discussed during the 2013-2014 additional
estimates hearings for the Human Services portfolio.
4.2
The committee heard evidence from the Human Services portfolio on Thursday
27 February 2014. Areas of the portfolio were called in the following order:
- Australian Hearing Services;
- Corporate; and
- Services to the Community.
Australian Hearing Services
4.3
Senator Cameron inquired into the level of awareness around consultations
of the National Acoustic Laboratories and Australian Hearing Services being
privatised.[2]
There was some debate about the veracity of such claims, with Minister Payne
indicating she was not aware of these discussions.[3]
Corporate
4.4
Senator Siewert requested an explanation of the role of the Customer
First system. The Department explained it was a new computer system that
manages the front end of interactions that staff have with customers who walk
into a Centrelink office.[5]
Senator Siewert followed up with questions on whether data on the system could
be shared between departments[6]
and was told this may be possible under legislative requirements.[7]
The Department was also questioned about the propensity for the system to
experience technical difficulties[8]
as well as on the KPMG review of service delivery reform.[9]
4.5
The committee then discussed the newly announced Interim Farm Household
Allowance in regard to drought relief for farmers. Senator Cameron asked for
detail around the eligibility requirements and asset test for access to this
payment.[10]
The Department stated the assets test was higher now, allowing a farmer to own
assets of up to $2.5 million as opposed to $1.3 million previously[11],
however it declined to comment on the policy behind the eligibility
requirements, suggesting such questions be directed towards the Department of
Agriculture.[12]
4.6
Senator Cameron and Senator Seselja both inquired into staffing levels
of the Department, and Ms Campbell noted a redundancy bill of some $35 million
existed, which the Department was currently discussing with the government.[13]
4.7
Senator Seselja engaged in a comprehensive discussion with Ms Campbell
regarding the status of meeting savings proposals the Department had received.[14]
4.8
Senator Cameron inquired about correspondence between the Department of
Human Services and the NSW Attorney-General's Department in regards to payments
relating to the bushfires in the Blue Mountains.[15]
4.9
The Department informed the committee that seven of the programs within
the Pharmacy Agreement 5 were no longer being provided as of 12 February 2014
and agreed to provide a list of these on notice.[16]
Services to the Community
4.10
Senator Siewert inquired into disaster relief payments, specifically in
relation to people of Morwell who are on some form of income support and
whether a process existed to take their situations into account.[18]
The Department responded that Morwell posed a "difficult situation"[19]
and discussed arrangements it had made to maintain a smaller staff presence
there and reduce the amount of contact necessary for clients to make.[20]
The Department took a question on notice regarding how this impacted on
obligations recipients had to report regularly to Job Services Australia.[21]
4.11
Senator Siewert asked questions on customer wait times, acknowledging it
was a continuing challenge for the Department.[22]
Ms Campbell replied strong encouragement was being provided to the public to
access its online services, but there were situations where the problem may be
more complex and require a face to face or telephone discussion.[23]
Mr Rimmer spoke of the Departments attempts to address such challenges within
Centrelink call centre performance through five main ways. These include the
use of mobile phone apps, place-in-queue technology, reducing the need for
people to call, increasing call centre efficiency and adjusting resources
through the smart-centre approach.[24]
4.12
There was a brief discussion about whether an increase in calls could be
attributed to any recent government indications of reforming eligibility
requirements for certain payments.[25]
4.13
Senator Cameron asked some final questions on the process by which
people moved from Newstart to the Disability Support Pension.[26]
The Department referred to a series of checks and balances in place to ensure
people had a pathway into employment and jobs.[27]
Senator Dean Smith
Chair
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