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Everything we do comes down to one word - progress.
We’re building our service delivery around the experiences Australians told us they care about—experiences that are simple, transparent, respectful and helpful.
We’re modernising our systems so our customers can connect with us easier.
We’ve changed the way we serve our customers at service centres. We’re putting the person before the process to give people choice, so they can choose what’s right for them.
The last few years have brought about a lot of change that no one could have predicted. We couldn’t have anticipated how critical our vision for improved services would prove to be.
We haven’t stopped changing things up. We’re making progress everyday. Here are the stories of how we’re making government services simple so people can get on with their lives.
Our recent improvements
Our Community Partnership Specialist Officers (CPSOs) are making it easier for people who need extra support to access our payments and services.
People can now book a video chat appointment with a Financial Information Service (FIS) Officer.
We have self service options to pause or change your debt repayments online.
Our Mobile Service Centres (MSCs) are playing a critical role in how we’re supporting Australians impacted by devastating floods.
Reflecting on how our social workers supported Australians impacted by the Bali bombings.
Ways we’re improving
We’re improving our services so our customers have easy access to the support they need.