By reducing barriers for customers, especially those who may be more vulnerable or harder to reach, we can meet people where they are and tailor our support to what they need.
Our remote servicing teams proactively reach out to customers in remote Indigenous communities to ensure they can access the payments and services they’re entitled to. We’re using data and insights to help us look for suspended payments, outstanding claims or missing personal information.
In our service centres and on the phone, we’re offering more help in different languages to improve services for culturally and linguistically diverse customers. By making the most of the language skills of our staff, we’re delivering more inclusive and efficient services for the different communities we serve.
Thanks to government decisions in November 2025, we can now waive Centrelink debts of less than $250, which makes managing debt simpler for customers and staff. The changes also give Services Australia extended powers to waive debts incurred by customers because of special circumstances, such as coercive control or financial abuse.
Learn more about the practical ways we’re making government services simpler so people can get on with their lives in this edition of Changes at Services Australia.