Freedom of Information disclosure log

Documents relating to Services Australia’s Income Security Integrated System (ISIS) Risk Management Plan (LEX 89848).

1 document released in part.

LEX 89848

Sections of the Act: Section 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 90323):

• Recording and correcting employment income details 108-07010010 (effective from 13 February 2026).

1 document released in part.

LEX 90323

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 90318):

• Independence calculator 010-23061406 (effective from 13 February 2026).

1 document released in part.

LEX 90318

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 89892):

• Person Permitted to Enquire (PPE) or Update (PPU) authority 106-07090000 (effective from 28 January 2026).

1 document released in part.

LEX 89892

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Document relating to Legal Compliance and Remediation Program Income Compliance Issue (LEX 90226).

1 document released in full.

LEX 90226

Sections of the Act: N/A
Exemptions: N/A

Document relating to Freedom of Information Act 1982 - Authorisations - Instrument Number A-2024-2 - signed on 8 January 2024 (LEX 90105).

1 document released in part.

LEX 90105

Sections of the Act: Section 47F(1)
Exemptions: Section 47F(1)

Documents relating to the Minister’s Independent Advisory Board meetings held between February and October 2025, including agendas, records of meetings, and board papers/presentations concerning connected services legislation, digital services, AI and automation, joined-up government services, ICT architecture, service delivery approaches, and Robodebt Royal Commission recommendations (LEX 88351).

1 document released in full and 7 documents released in part. The documents are available upon request.

Sections of the Act: Sections 22, 42, 47(1)(b), 47C, and 47E(d)
Exemptions: Sections 42, 47(1)(b), 47C, and 47E(d)

Document relating to contracts with Services Australia that are exempt from compliance with Commonwealth Procurement Rules as defined under paragraph 2.6 (1 July 2014 to 31 December 2025) (LEX 89731).

1 document released in full.

LEX 89731

Sections of the Act: N/A
Exemptions: N/A

Documents containing subject matter specific to ATO Single Touch Payroll (STP) only (LEX 89325):

• Operational Blueprint - Child support estimates 277-07040000 - Historical version valid from 3 November 2025 to 4 December 2025
• ATO Applications Manual - October 2021 to current version (6)
• Reviewing Estimates (staff training presentation) - April 2025.

1 document released in full and 2 documents released in part, relevant to ATO Single Touch Payroll (STP) content only.

LEX 89325

Sections of the Act: Sections 22, 47E(d), and 47F(1)
Exemptions: Section 47E(d) and 47F(1)

Operational Blueprint document (LEX 89610):

• Exempt lump sums 108-04080040 (effective from 8 January 2026).

1 document released in part.

LEX 89610

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to Centrepay deductions (LEX 89516):

• Numbers, value and percentage by Service Category (2024/2025)
• Businesses by Deduction Category and type (2024/2025)
• Service Category data snapshot (as at 30 June 2023)
• Centrepay Procedural Guide for Businesses.

4 documents released in full.

LEX 89516

Sections of the Act: Section 22
Exemptions: N/A

COO Committee Project, Psychosocial Hazards Project documents (LEX 89429):

• Playbook to identify and manage psychosocial hazards
• Recommendations and forward work plan
• Project Closure Report (July 2025).

2 documents released in full and 1 document released in part.

LEX 89429

Sections of the Act: Section 47F(1)
Exemptions: Section 47F(1)

Operational Blueprint document (LEX 89315):

• Italy Agreement and foreign pension information 106-04019000 (effective from 9/10/2025).

1 document released in part.

LEX 89315

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Speech by David Hazlehurst at Services Australia’s mid-year report event on 13 June 2025 (LEX 88269).

1 document released in full.

LEX 88269

Sections of the Act: N/A
Exemptions: N/A

Operational Blueprint documents (LEX 89133):

• Recording complaints and feedback in the Customer Feedback Tool 104-03070000 (effective from 9 December 2025)
• Requesting access to the Customer Feedback Tool 104-03070010
• Complaints Index - Child Support 104-99999906 (effective from 24 November 2024).

3 documents released in part.

LEX 89133

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 89131):

• Customer aggression - Post incident contact 104-07020070 (effective from 18 November 2025)
• Customer aggression - Staff support 104-07040000 (effective from 12 December 2025).

2 documents released in part.

LEX 89131

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 89130):

• Requesting information (CLK) 104-04080010 (effective from 4 December 2025).

1 document released in part.

LEX 89130

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 89127):

• Post Separation Income (PSI) Cuba Process Help 277-30010490 (effective from 13 September 2022 and 29 July 2025).

1 document released in part.

LEX 89127

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 89128):

• Operational Blueprint document: Financial Institution (FI) garnishees to recover debts 107-05050020 (effective from 15 December 2025)
• Training Material - Debt Recovery - other recovery methods (effective from October 2024).

2 documents released in part.

LEX 89128

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 89028):

• Claiming Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) 007-17103102 (effective from 2 April 2019)
• Claiming Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) 007-17103102 (effective from 13 April 2021)
• Progress of Claim – Families claims 007-07010050 (effective from 27 March 2019)
• Progress of Claim – Families claims 007-07010050 (effective from 17 March 2021)
• Processing Additional Child Care Subsidy (ACCS) (Temporary Financial Hardship) applications 007-17103120 (effective from 25 February 2019)
• Processing Additional Child Care Subsidy (ACCS) (Temporary Financial Hardship) applications 007-17103120 (effective from 25 March 2021)
• Additional Child Care Subsidy (ACCS) (Temporary Financial Hardship) eligibility and applications 007-17103158 (effective from 1 April 2019)
• Additional Child Care Subsidy (ACCS) (Temporary Financial Hardship) eligibility and applications 007-17103158 (effective from 10 March 2021).

LEX 89028

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Senate Estimates Briefing Packs prepared by Services Australia for October 2025 (LEX 88598).

1 document released in full and 34 documents released in part.

LEX 88598

Sections of the Act: Sections 22 and 47F(1)
Exemptions: Section 47F(1)

Operational Blueprint document (LEX 89327):

• Treatment of lump sums 108-05020020 (effective from 19 December 2025).

1 document released in part.

LEX 89327

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Gifts and Benefits policy, effective from December 2025 (LEX 89311).

1 document released in full.

LEX 89311

Sections of the Act: N/A
Exemptions: N/A

Official Hospitality and Business Catering Policy (effective from 15 December 2022) (LEX 89310).

1 document released in full.

LEX 89310

Sections of the Act: N/A
Exemptions: N/A

Documents relating to (LEX 88829):

• Chief Executive instructions for security of personnel, information and premises, and the associated security policy framework.

7 documents released in part.

LEX 88829

Sections of the Act: Sections 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Documents relating to the Aurora Neuroinclusion Program (LEX 88626):

• Program Evaluations
• Regulatory Statements
• Program Performance Dashboards.

3 documents released in full and 2 documents released in part. The documents are available upon request.

Sections of the Act: Sections 22, 42, 47E(d) and 47F(1)
Exemptions: Sections 42, 47E(d) and 47F(1)

Documents relating to Income Management (BasicsCard) and Enhanced Income Management (SmartCard) exemption applications in the Northern Territory (20 December 2021 – 6 November 2025) (LEX 88421).

3 documents released in full and 3 documents released in part.

LEX 88421

Sections of the Act: N/A
Exemptions: N/A

Operational Blueprint document (LEX 88764):

• Urgent payments due to expenses associated with a funeral 003-10010010 (effective from 27 November 2025).

1 document released in part.

LEX 88764

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 88528):

• Work Bonus and balance for pensioners of Age Pension age 108-07010130.

1 document released in part.

LEX 88528

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 88368):

• Managed Service Plan (MSP) - Reviewing 104-07050050 (effective from 18 November 2025)
• Customer aggression - Prevention and management 104-07000000 (effective from 6 October 2025)
• Customer aggression - Response 104-07020000 (effective from 18 November 2025)
• Customer aggression - Managed Service Plan (MSP) 104-07050000 (effective from 5 November 2025)
• Managed Service Plan (MSP) - Propose, recording and approving 104-07050010 (effective from 18 November 2025)
• Managed Service Plan (MSP) - Customer service delivered through a One Main Contact (OMC) 104-07050060 (effective from 18 November 2025).

6 documents released in part.

LEX 88368

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 88353):

• Administrative Arrangement for the application of the Agreement on Social Security between the Government of Australia and the Government of New Zealand - Ver. 2017
• Supplementary Administrative Arrangement for the application of the Agreement on Social Security between the Government of Australia and the Government of New Zealand - Ver. 2017.

Operational Blueprint documents:

• Agreement liaisons, NZ CICs and exchange of information 106-04020000 (effective from 27 August 2025)
• New Zealand Agreement and foreign pension information 106-04024000 (effective from 30 June 2025).

4 documents released in part.

LEX 88353

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Services Australia HR policy documents (LEX 88046):

• Injury and Illness Management Policy
• Other Leave Policy
• Support person guide.

1 document released in full.

LEX 88046

Sections of the Act: Section 11C(1)(a)
Exemptions: N/A

Total number of Customer Aggression Incidents recorded by Services Australia during the 2023-24 and 2024-25 financial years (LEX 88036).

1 document released in full.

LEX 88036

Sections of the Act: Section 22
Exemptions: N/A

Operational Blueprint documents (LEX 87685):

• Status Resolution Support Services (SRSS) payment eligibility for Living Allowances 005-0601000 (versions in effect between 24 August 2015 and 8 September 2020)
• Status Resolution Support Services (SRSS) customer eligibility for Rental Assistance Allowance 005-0601010 (versions in effect between 28 August 2015 and 26 September 2016, and 20 March 2017 and 22 January 2019)
• Status Resolution Support Services (SRSS) customer eligibility for Dependent Child Allowance 005-0601020 (versions in effect between 28 January 2016 and 22 January 2019).

8 documents released in full and 11 documents released in part.

LEX 87685

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Sections 47E(d)

Operational Blueprint documents (LEX 87590):

• Customer enquiries about Child Care Subsidy (CCS) reconciliation outcome 007-19022136 (effective from 16 September 2025)
• Changes in circumstances and date of effect for Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) 007-17103143 (effective from 9 July 2025).

2 documents released in part.

LEX 87590

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Minutes of the PIP Soft-block meeting held 28 March 2022 (LEX 87592):

1 document released in part.

LEX 87592

Sections of the Act: Sections 22, 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Operational Blueprint document (LEX 87983):

• Sale of principal home 108-04070050 (effective from 25 September 2025).

1 document released in part.

LEX 87983

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 87416):

• Immediate new claim and non-new claim priority processing 106-10010000 (effective from 8 September 2025)
• Cancelling a nominee arrangement 104-04090030 (effective from 8 September 2025).

2 documents released in part.

LEX 87416

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 87638):

• Workplace Flexibility Policy
• Workplace Flexibility Delegate’s Guide
• Workplace Flexibility Toolkit.

2 documents released in full and 1 document released in part.

LEX 87638

Sections of the Act: Section 47E(d)
Exemptions: Section 47E(d)

Documents relating to Child Support delegations (LEX 86995):

• Instrument Number A-2024-34
• Instrument Number A-2024-35
• Instrument Number D-2024-1.

3 documents released in part. The documents are available upon request.

Sections of the Act: Section 47F(1)
Exemptions: Section 47F(1)

Question Time Briefs provided by the Agency to the Minister for Government Services for 23, 28, 30 and 31 July 2025 (LEX 86604).

4 documents released in full and 106 documents released in part.

LEX 86604

Sections of the Act: Sections 22, 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Operational Blueprint documents (LEX 86700):

• 001-09120030: Exempting a job seeker from mutual obligation requirements due to special circumstances (effective from 7 July 2025)
• 007-17103143: Changes in circumstances and date of effect for Child Care Subsidy (CCS) and Additional Child Care Subsidy (ACCS) (effective from 9 July 2025).

2 documents released in part.

LEX 86700

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 86558):

• Activity Test for Child Care Subsidy (CCS) 007-17103115 (effective from 23 July 2025)
• Coding Activity Test details for Child Care Subsidy (CCS) 007-17103116 (effective from 2 June 2025).

2 documents released in part.

LEX 86558

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 86496):

• Social Security - Secretary Delegation to Chief Executive Centrelink Instrument Number 9 of 2024 (20 November 2024)
• Chief Executive Centrelink Delegation Instrument Number D-2025-1 (4 April 2025)
• Chief Executive Centrelink Delegation Instrument Number D-2025-2 (4 April 2025)
• Chief Executive Centrelink Authorisation Instrument Number A-2024-10 (8 January 2024).

4 documents released in part.

LEX 86496

Sections of the Act: Sections 22 and 47F(1)
Exemptions: Section 47F(1)

Documents relating to (LEX 86718):

Procedure documents:

• Coding changes to customer information and claiming errors within Payment Accuracy Review (PAR) 110-14040070 (effective from 1 July 2025)
• Payment Accuracy Reviews Questionnaire Jobseeker Payment.

1 document released in full and 1 document released in part.

LEX 86718

Sections of the Act: Sections 22, 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 86194):

• Centrelink self service - access status, locking and unlocking 133-19061400 (effective from 24 June 2025)
• myGov messages and error codes 133-02010080 (effective from 11 August 2025).

Documents relating to:

• myGov Member Service error codes
• myGov - Plain English explanation.

4 documents released in part.

LEX 86194

Sections of the Act: Sections 22, 37(2)(b) and 47E(d)
Exemptions: Sections 37(2)(b) and 47E(d)

Operational Blueprint document (LEX 86413):

• Assessing special circumstances extensions for families unable to meet lodgement and other specific requirements for Family Tax Benefit (FTB) and Single Income Family Supplement (SIFS) 007-07030010 (valid from 01/07/2025).

1 document released in part.

LEX 86413

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to Multiple Child Subsidy following the child after 1 July 2021 and before 10 July 2022 (LEX 86089).

15 documents released in full and 28 documents released in part. The documents are available upon request.

Sections of the Act: Sections 22, 42, 47C, 47E(d) and 47F(1)
Exemptions: Section 42, 47C, 47E(d) and 47F(1)

Operational Blueprint document (LEX 86525):

• Special Disability Trust (SDT) beneficiary assessment process 043-04070010 (valid from 26 July 2025).

1 document released in part.

LEX 86525

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 85986):

• Special Benefit (SpB) for Australian Citizen Child (ACC) and Australian Permanent Resident Children 003-08010010 (effective from 25 June 2025).

1 document released in part.

LEX 85986

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 86423):

• Germany Agreement and Foreign Pension Information 106-04015000 (effective from 28 May 2025).

1 document released in part.

LEX 86423

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Document relating to Services Australia’s Additional Fraud Controls Project: Australian Government Disaster Recovery Payment (AGDRP) (LEX 85847).

1 document released in part.

LEX 85847

Sections of the Act: Section 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 86340):

• Debt Offsetting During Family Assistance Reassessment, Reconciliation and Claim Processing 007-11060000 (effective from 14 July 2025).

1 document released in part.

LEX 86340

Sections of the Act: Section 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 86316):

• Australian Residence Requirements for Payment 106-06010000 (effective from 7 July 2025).

1 document released in part.

LEX 86316

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 86290):

• Determining a person’s priority needs for Income Management 103-01040010 (valid from 18 March 2025).

1 document released in part.

LEX 86290

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 86343):

• Agency training material:
  • Course CLK00359 Austudy Introduction
  • Course CLK01266 Austudy New Claims (effective from June 2024)
• Austudy Program Information Sheet prepared for senior executives (effective from July 2025).

1 document released in part and 1 document released in full.

LEX 86343

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 86120):

• 061-01060010: Former resident provisions (effective from 29 May 2025)
• 106-25031032: Deciding if a customer is residing in Australia (effective from 1 May 2025).

2 documents released in part.

LEX 86120

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 86257):

• Special Benefit (SpB) available funds test 003-08030040 (effective from 29 November 2024).

1 document released in part.

LEX 86257

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 86022):

• India Agreement and foreign pension information 106-04039000.

1 document released in part.

LEX 86022

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 86104):

• Change in relationship status from partnered to single 277-5008000 (valid from 25 May 2025).

1 document released in part.

LEX 86104

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to Job Seeker Workshops commencing in the Agency’s Service Centres in 2012 (LEX 84964).

2 documents released in full and 5 documents released in part.

LEX 84964

Sections of the Act: Sections 22, 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Services Australia’s Incoming Government Brief (IGB) prepared for the Minister for Government Services in the context of the 2025 federal election (LEX 85192) (the same documents were also released under LEX 85257 and LEX 85546).

1 document released in part. The document is available upon request.

Sections of the Act: Sections 47C, 47D and 47E(d)
Exemptions: Sections 47C, 47D and 47E(d)

Operational Blueprint documents (LEX 85690):

• Restricted Access and eligibility 104-06000000 (effective from 1 May 2025)
• Restricted Access Customer System (RACS) 104-20102324 (effective from 23 June 2025)
• Administration of Restricted Access 104-06020000 (effective from 23 June 2025)
• Support, maintenance and FAQs for Restricted Access 104-06030000 (effective from 27 November 2024).

4 documents released in part.

LEX 85690

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 85588):

• Report suspected fraud and corruption 110-09110000 (effective from 4 June 2025)
• Initial processing of reports of suspected fraud and corruption 110-09110040 (effective from 10 May 2025).

2 documents released in part.

LEX 85588

Sections of the Act: Sections 22 and 37(2)(b)
Exemptions: Section 37(2)(b)

Document relating to Services Australia’s Job Statements for Indigenous Liaison Officer roles (LEX 85245).

1 document released in full.

LEX 85245

Sections of the Act: N/A
Exemptions: N/A

Operational Blueprint document (LEX 85161):

• 90 Day Pay Doctor Cheque Scheme 012-41010000 (effective from 25 February 2025).

1 document released in part.

LEX 85161

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 85810):

• 011-21060315: Medication Program for Homeless People - also known as the Continuing Medication Program (CMP) (effective from 30 October 2024).

1 document released in part.

LEX 85810

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to Salary Packaging portable electronic devices for employees of Services Australia (LEX 85596).

3 documents released in full.

LEX 85596

Sections of the Act: Section 22
Exemptions: N/A

Operational Blueprint document (LEX 85224):

• 106-05020050: Assessment of hardship for Liquid Assets Waiting Period (LAWP) (effective from 2 July 2024).

1 document released in part.

LEX 85224

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to the Robodebt Scheme (LEX 84899):

• Increased Data Matching Reviews (Risk Management Plan)
• Increase Compliance for Customers with Earned Income
• Operational Blueprint Administrative error waivers 107-05120010 (historical versions).

6 documents released in full. The documents are available upon request.

Sections of the Act: Section 22
Exemptions: N/A

Operational Blueprint document (LEX 84861):

• Assessing scholarship income 010-07030070 (effective from 11 April 2025).

1 document released in part. The document is available upon request.

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 85115):

• Claiming Disability Support Pension (DSP) 008-03010010 (effective from 27 February 2025).

1 document released in part.

LEX 85115

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 84056):

• Documents relating to CN4081404, and the early publication of the contract notice, and subsequent removal.
• Property Submission (Caroline Chisholm Centre)
• Agency System screen shots
• Executive Committee Paper (with attachments).

4 documents released in part.

LEX 84056

Sections of the Act: Sections 47, 47D, 47E(d) and 47F(1)
Exemptions: Sections 47, 47D, 47E(d) and 47F(1)

Operational Blueprint document (LEX 84719):

• Restricted portability assessment procedure for Centrelink International Services staff 061-01110050.

1 document released in part.

LEX 84719

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Document relating to (LEX 84720):

• Scripts referred to by Services Australia staff when speaking to applicants of the Youpla Support Program.

1 document released in part.

LEX 84720

Sections of the Act: Section 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 84796):

• Referring a customer to Disability Employment Services (DES) 008-04030110 (valid from 22 April 2025).

1 document released in part.

LEX 84796

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents summarising Contact Centre telephony system used by the Agency (LEX 84716).

1 document released in full.

LEX 84716

Sections of the Act: N/A
Exemptions: N/A

Documents relating to Services Australia’s labour market analysis for the enterprise architect recruitment pilot (LEX 84090).

2 documents released in full and 4 documents released in part.

LEX 84090

Sections of the Act: Sections 22, 47D, 47E(d) and 47F(1)
Exemptions: Sections 47D, 47E(d) and 47F(1)

Operational Blueprint document (LEX 84624):

• Personalised Services 101-17021300.

1 document released in part.

LEX 84624

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 84196):

• Interim Independent Advisory Board - Record of Meeting 19 February 2025
• Independent Advisory Board - Meeting Agenda 19 February 2025, and accompanying:
  • Automation and Artificial Intelligence Initiatives Overview
  • Updates on Automation and Artificial Intelligence Covering Brief.

2 documents released in part. The documents are available upon request.

Sections of the Act: Sections 22, 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Operational Blueprint document (LEX 84319):

• Australian residence requirements for payment 106-06010000 (effective from 23 September 2024).

1 document released in part.

LEX 84319

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 83814):

• Names of law firms acting for Services Australia and total money spent on claims disputes at ART in 2024
• Stats on total number of disputes at ART in 2024 for aged pensions.

2 documents released in full.

LEX 83814

Sections of the Act: N/A
Exemptions: N/A

Operational Blueprint documents (LEX 83617):

• Disability Support Pension (DSP) manifest eligibility 008-03090010 (effective from 10 February 2024)
• The Impairment Tables 008-03040050 (effective from 20 November 2024).

2 documents released in part.

LEX 83617

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 83694):

• Personalised Services 101-17021300 (effective from 14 January 2025).

1 document released in part.

LEX 83694

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 83550):

• Reporting Chairman’s/Airport Lounge as Gifts and Benefits - Entering Gift and Benefits in FMCS and Gifts and Benefits Policy - Extract
• Gift/Benefit - Russell Egan, Angela Diamond, Charles McHardie, Jarrod Howard, Kirsty Faichney, Susie Smith, Chris Birrer, Randall Brugeaud and David Hazlehurst, Jonathon Thorpe
• Emails and documents related to conflict-of-interest declarations.

Note: Page 22 of document 2 contains an error. The country of the provider (Qantas) was incorrectly recorded as Afghanistan instead of Australia.

4 documents released in part.

LEX 83550

Sections of the Act: Sections 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Operational Blueprint document (LEX 84159):

• Assessment of hardship for Liquid Assets Waiting Period (LAWP) for Austudy and Youth Allowance (YA) students 106-05020070 (effective from 11 June 2024).

1 document released in part.

LEX 84159

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 83162):

• Intent to claim and vulnerable customers 106-18032700 (effective from 11 January 2025)
• Start Day 106-05010000 (effective from 25 November 2024)
• Contact in relation to an intended claim (CLK) 106-01010000 (effective from 29 September 2023)
• Calculating the start day for a transferee 106-05010020 (effective from 17 December 2024)
• Claims received that are incomplete or incorrect 106-03020060 (effective from 7 June 2024)
• Calculating the deemed date of claim manually 106-03040010 (effective from 4 November 2024)
• Early claims 106-03040020 (effective from 28 November 2024)
• Incorrect claims 106-03040030 (effective from 5 November 2024)
• Inappropriate claims 106-03040040 (effective from 5 November 2024).

Training packages:

• CLK00802 - Tightening Social Security Claiming Requirements - Intent to Claim (released December 2020)
• CLK01240 - Lodging a claim (released October 2023)
• CLK01026 - Requesting Information (released April 2024)
• CLK01209 - Student start dates (released January 2024)
• CLK01332 - JobSeeker Payment Overview (released May 2024)
• CLK01250 - Processing JobSeeker Payment Claims (released January 2025)
• CLK01250 - Processing JobSeeker Payment Claims Facilitator Guide (released January 2025)
• CLK01250 - Processing JobSeeker Payment Claims Workbook (released January 2025).

1 document released in full and 16 documents released in part. The documents are available upon request.

Sections of the Act: Sections 22, 47E(c), and 47E(d)
Exemptions: Sections 47E(c) and 47E(d)

Operational Blueprint document and associated linked document (LEX 83691):

• 007-11060000: Debt offsetting during family assistance reassessment, reconciliation and claim processing (effective from 15 February 2025)
• Agency document linked to Operational Blueprint 007-11060000: Unforeseen Circumstances (effective from 15 February 2025).

2 documents released in part.

LEX 83691

Sections of the Act: Sections: 22, 47E(d)
Exemptions: Section: 47E(d)

Operational Blueprint documents (LEX 83491):

• Special Benefit 003-08000000 (effective from 13 November 2024)
• Youth Disability Supplement (YDS) 008-03070030 (effective from 11 January 2025)
• Program of Support (POS) requirements for Disability Support Pension (DSP) 008-03090010 (effective from 1 January 2025)
• Overriding Medical Conditions and Work Capacity recommendations in a Job Capacity Assessment (JCA) report 008-06070020 (effective from 11 January 2025)
• Supporting customers experiencing vulnerability to claim Disability Support Pension (DSP) 008-23111739 (effective from 10 July 2024)
• Centrelink Medical Certificate (SU415 or SU683) 008-09050050 (effective from 31 January 2025).

1 document released in full, and 5 documents released in part.

LEX 83491

Sections of the Act: Sections: 22, 37(2)(b), 47E(d)
Exemptions: Sections: 37(2)(b), 47E(d)

Documents relating to Ministerial submissions, briefings and/or talking points created in 2024 that relate to Services Australia’s Trust Exchange project. (LEX 83143):

4 documents released in full, and 2 documents released in part.

LEX 83143

Sections of the Act: Section 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 83789):

• Gifting concessions to a Special Disability Trust (SDT) 043-04070040 (effective from 5 June 2024).

1 document released in part.

LEX 83789

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 82437) (released administratively):

• All policies regarding income compliance models (including PAYG Manual Compliance Intervention and Online Compliance Intervention) in force in May 2016 and August 2016
• All Department of Human Services Operational Blueprints relating to PAYG Manual Compliance Intervention and Online Compliance Intervention in force in May 2016 and August 2016
• All documents regarding Department of Human Services customer compliance officer training and policies under the PAYG Manual Compliance Intervention Program in force in May 2016 and August 2016
• All Department of Human Services staff guidance, instructions and directives created for training purposes (including PowerPoint presentations, handouts, training manuals, memos) regarding the PAYG Manual Compliance Intervention Program model in force in May 2016 and August 2016
• All documents regarding Department of Human Services customer compliance officer or service officer training and policies under the Online Compliance Intervention model in force in May 2016 and August 2016
• All Department of Human Services staff guidance, instructions and directives created for training purposes (including PowerPoint presentations, handouts, training manuals, memos) regarding the Online Compliance Intervention model in force in May 2016 and August 2016
• Document created by Policy, Strategy and Business Solutions titled “PAYG Manual Compliance Intervention Compliance Rapid Response Team Model”, Version 0.3, revised 1 September 2015
• Document created by Policy, Strategy and Business Solutions titled “PAYG Manual Compliance Intervention Compliance Rapid Response Team Model”, Version 0.4.

4 documents released administratively in full and 4 documents released administratively in part. The documents are available upon request.

Sections of the Act: Sections 22, 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Operational Blueprint document (LEX 83442):

• Excerpt from Ministerial orders and Medicare eligibility 011-44070000 (effective from 22 January 2025).

1 document released in full.

LEX 83442

Sections of the Act: Section 22
Exemptions: N/A

Returned Repayments Project final report (LEX 68413).

1 document released in part.

LEX 68413

Sections of the Act: Section 47F(1)
Exemptions: Section 47F(1)

Documents relating to (LEX 82372):

Senate Estimates Briefing Packs (including attachments) for the below Agency executives’ appearance at Senate Estimates, 6 November 2024:

• Chief Executive Officer (Mr David Hazlehurst)
• Deputy CEO Customer Service Delivery (Mr Jarrod Howard)
• Chief Financial Officer (Ms Angela Diamond) and
• Chief Information and Digital Officer (Mr Charles McHardie).

7 documents released in full and 99 documents released in part. The documents are available upon request.

Sections of the Act: Sections 22, 42(1), 47C, 47D, 47E(d), 47F(1)
Exemptions: Sections 42(1), 47C, 47D, 47E(d), 47F(1)

Operational Blueprint document (LEX 83130):

• Eligibility for Paid Parental Leave (PPL) for children born or entering care on or after 1 July 2023 007-23020217 (effective from 9 December 2024).

1 document released in full.

LEX 83130

Sections of the Act: Section 22
Exemptions: N/A

Operational Blueprint document (LEX 83006):

• Overseas absences for eligible medical reasons 061-01110010 (effective from 14 June 2024).

1 document released in part.

LEX 83006

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 83324):

• Cancellation of Disability Support Pension (DSP) 008-03130030 (effective from 23 January 2025)
• Suspension of Disability Support Pension (DSP) 008-03130010 (effective from 4 December 2024)
• Restoration of Disability Support Pension (DSP) 008-03130020 (effective from 29 November 2024)
• Progress of claim - Disability Support Pension (DSP) 008-03150000 (effective from 6 January 2025)
• Reviews and appeals for Disability Support Pension (DSP) rejection or cancellation decisions 008-03190000 (effective from 18 December 2024)
• Suspension of payments (CLK) 102-10030000 (effective from 12 December 2024)
• Cancellation of payments 102-10020000 (effective from 12 December 2024)
• Centrelink customer requests a new Customer Reference Number (CRN) 102-13010000 (effective from 5 June 2024)
• Letters from incarcerated customers 102-23042128 (effective from 18 December 2024).

2 documents released in full and 7 documents released in part.

LEX 83324

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 82942):

• Tasks to be undertaken prior to commencement of a new Trimester for Payment Accuracy Reviews (PAR) interviews 110-10020000 (effective from 19 December 2024)
• Payment Accuracy Reviews (PAR) interviews and Intensive Desktop Reviews (IDR) 110-10030000 (effective from 20 August 2024)
• Post interview verification and finalising Payment Accuracy Reviews (PAR) 110-14040000 (effective from 3 December 2024).

1 document released in full and 2 documents released in part.

LEX 82942

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 83167):

• Mobility Allowance (MOB) 008-05000000 (effective from 14 April 2023)
• Assessing Mobility Allowance (MOB) claims 008-05020000 (effective from 16 October 2023)
• Assessing medical evidence for Mobility Allowance (MOB) 008-05020010 (effective from 16 July 2024)
• Eligibility for Mobility Allowance (MOB) 008-05030000 (effective from 30 May 2022)
• Change of circumstances for Mobility Allowance (MOB) customers 008-05050000 (effective from 19 August 2023)
• Mobility Allowance (MOB) cancellations, suspensions and restorations 008-05070000 (effective from 14 October 2022).

3 documents released in full and 3 documents released in part.

LEX 83167

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 82324):

• Services Australia Security Risk Management Review Report.

1 document released in part.

LEX 82324

Sections of the Act: Sections 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Operational Blueprint document (LEX 83128):

• Exempting a job seeker from mutual obligation requirements due to special circumstances 001-09120030 (effective from 27 November 2024).

1 document released in part.

LEX 83128

Sections of the Act: Section 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 82766):

• The first iteration of the Roadmap for MyGov as published on the Services Australia website on 4 July 2024
• Ministerial Submission concerning publishing of the myGov Roadmap, as signed by the Minister.

2 documents released in full and 1 document released in part.

LEX 82766

Sections of the Act: Sections 47F(1)
Exemptions: Section 47F(1)

Operational Blueprint document (LEX 82807):

• Review or appeal a Departure Prohibition Order (DPO) or Departure Authorisation Certificate (DAC) decision 107-17060106 (effective from 14 October 2024).

1 document released in part.

LEX 82807

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to the Style Guides/Brand Guides/Writing Guides currently used for Services Australia (LEX 82944).

1 document released in full and 3 documents released in part.

LEX 82944

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 83090):

• Cancellation of Disability Support Pension (DSP) 008-03130030 (effective from 26 November 2024).

1 document released in part.

LEX 83090

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 83089):

• Commencing or returning to work or self-employment Disability Support Pension (DSP) 008-032100010 (effective from 11 January 2025).

1 document released in part.

LEX 83089

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to a decision to award an incentive to retire payment in 2023 (LEX 82416).

1 document released in part.

LEX 82416

Sections of the Act: Sections 47E(d), 47F(1) and 11C(1)(a)
Exemptions: Sections 47E(d) and 47F(1)

Operational Blueprint document (LEX 83091):

• Progress of Claim Disability Support Pension (DSP) 008-03150000 (effective from 6 January 2025).

1 document released in part.

LEX 83091

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 82314):

• Assessing and recording distribution income 043-04050030
• Resource document from Operational Blueprint 043-04050010 entitled ‘Assessment of attribution & distribution income for trusts and companies’.

1 document released in full and 1 document released in part.

LEX 82314

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

The final iteration of the agency’s Question Time Brief / Hot Topics Brief, as provided to the Minister’s office on 5 November 2024 (LEX 82330).

1 document released in part.

LEX 82330

Sections of the Act: Sections 22 and 47F(1)
Exemptions: Section 47F(1)

Document relating to APS Staff Data for Child Support and Tailored Services Division (LEX 82462).

1 document released in full.

LEX 82462

Sections of the Act: Section 22
Exemptions: N/A

Document relating to Contract (CN3917200) (LEX 82012).

1 document released in part. The document is available upon request.

Sections of the Act: Sections 22, 24A, 47C, 47E(d) and 47F(1)
Exemptions: Sections 47C, 47E(d) and 47F(1)

Operational Blueprint document (LEX 82100):

• Recording and correcting employment income details 108-07010010 (effective from 11 October 2024).

1 document released in part.

LEX 82100

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Document relating to Minister’s Submission MS24-900041 ‘Services Australia ICT Architecture Review and complementary’ (LEX 81884).

1 document released in part.

LEX 81884

Sections of the Act: Sections 47E(d) and 47F(1)
Exemptions: Sections 47E(d) and 47F(1)

Documents relating to (LEX 81877):

• Minister’s Office noted and signed submission MS24-000180 ‘Updates to Roadmap for myGov’
• Attachment A - myGov Roadmap - Web Content
• Attachment B - myGov Roadmap - Printable Format
• Attachment C - myGov Roadmap - Website Layout Concept.

3 documents released in full and 1 document released in part.

LEX 81877

Sections of the Act: Section 47F(1)
Exemptions: Section 47F(1)

Document relating to Genuine attempts to contact by phone (LEX 81725).

Operational Blueprint documents (LEX 81725):

• Calling a customer or returning a customer’s call 111-05050050 (effective from 24 July 2024).

2 documents released in part.

LEX 81725

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint documents (LEX 81705):

• COVID-19 Vaccine Claims Scheme - Registering a claim and/or specific correspondence 012-21112356 (effective from 24 June 2024)
• COVID-19 Vaccine Claims Scheme - managing telephone and face-to-face enquiries 012-21120751 (effective from 13 June 2024).

2 documents released in part.

LEX 81705

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Operational Blueprint document (LEX 81704):

• Suspected Medicare Fraud and Business Integrity (BI) Flags 110-15030000 (effective from 29 August 2024.

1 document released in part.

LEX 81704

Sections of the Act: Sections 22 and 37
Exemptions: Section 37

Operational Blueprint document (LEX 81948):

• Assessing if a customer is an Australian resident 106-06010010 (effective from 5 September 2024).

1 document released in part.

LEX 81948

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to notices of proposed dismissals lodged with Centrelink by IBM Australia Limited on or after 1 January 2024 (LEX 81708):

2 documents released in part.

LEX 81708

Sections of the Act: Sections 47F(1) and 47G
Exemptions: Sections 47F(1) and 47G

Documents relating to (LEX 81670):

• Current Centrelink AUS222-2303 Form: Medical Report Disability Support Pension Review for Portability
• Operational Blueprint 008-03120040: Assessment for Disability Support Pension (DSP) customers going overseas under the no future work capacity provisions (effective from 2 August 2024)
• Internal Agency Document: Guide to JCA and ESAt Report Writing (effective from January 2024).

1 document released in full and 2 documents released in part.

LEX 81670

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to Multiple Child Subsidy (Phase 2) First Principles and Feasibility dated between 15 September 2021 and 5 October 2021 (LEX 80342):

1 document released in full and 2 documents released in part. The documents are available upon request.

Sections of the Act: Sections 22 and 47C
Exemptions: Section 47C

Documents released in accordance with decision of the Administrative Review Tribunal in CEO, Services Australia and Warren (2019/7870), relating to the Pay as You Go (PAYG) data matching (LEX 80927):

• Costing documents for New Policy Proposals
• Draft New Policy Proposals
• Draft costing requests for New Policy Proposals.

7 documents released in full and 3 documents released in part. The documents are available upon request.

Sections of the Act: Sections 42 and 46(b)
Exemptions: Sections 42 and 46(b)

Operational Blueprint document (LEX 81476):

• Requesting information (CLK) 104-04080010 (effective from 9 September 2024).

1 document released in part. The document is available upon request.

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Release of further documents (LEX 79751):

Documents held by Services Australia relating to amendments to s 67CC(2) of the A New Tax System (Family Assistance) (Administration) Act 1999 including:

• Email correspondence sent or received by SES relating to LEX 71589
• Consultation undertaken by Services Australia
• Higher Child Care Subsidy First Principles v11
• Family Assistance Legislation Amendment Bill 2022 - Lay person explanation of amendments
• New CCS Rates.

2 documents released in full and 3 documents released in part. The documents are available upon request.

Sections of the Act: Sections 24A, 47C, 47E(d) and 47F(1)
Exemptions: Sections 47C, 47E(d) and 47F(1)

Operational Blueprint document (LEX 81477):

• Documents required for Centrelink new claims 106-07060000 (effective from 10 September 2024).

1 document released in part. The document is available upon request.

Sections of the Act: Sections 22 and 47E(d)
Exemptions: Section 47E(d)

Documents relating to (LEX 81229):

• Preparing documents for disclosure to the Administrative Appeals Tribunal (and review parties) - Social Services and Child Support Division
• Appeals Support Team Redaction Guidelines support document
• Relevance support document
• AAT Electronic File Transfer - Standard Operating Procedure.

2 documents released in full and 2 documents released in part. The documents are available upon request.

Sections of the Act: Sections 47F(1) and 47E(d)
Exemptions: Sections 47F(1) and 47E(d)