Service commitments

We provide high quality Medicare, Centrelink and Child Support services.

What you can expect from us


We will listen and work with you to understand your individual and cultural needs.

This means we will:

  • treat you with courtesy and value your individual circumstances
  • listen to you
  • adhere to the Values of the Australian Public Service.

Our business improvement priorities for 2015–19 are to:

  • provide quality services that take into account your individual circumstances
  • provide targeted services when your needs are more complex.

Quality information

We are committed to providing consistent and accurate information.

This means we will:

  • provide accurate payments and services
  • explain our decisions to you and outline your options if you think our decision is wrong
  • help you understand your rights, entitlements and obligations.

Our business improvement priorities for 2015–19 are to:

  • provide options for you to access the information that you need across Services Australia
  • ensure our decision-making timeframes and processes are clear and available to you
  • design products and services that take into account your feedback.

Honesty and integrity

We will be open and honest and follow through on our commitments.

This means we will:

  • be accountable for our actions, acknowledge mistakes and take timely corrective action
  • do what we say we will do
  • make information available that is simple and easy to understand so you can make informed decisions
  • protect your personal information.

Our business improvement priorities for 2015–19 are to:

  • act in a manner that is transparent and consistent
  • improve access to payments and services to all in the community
  • measure your satisfaction with our services and use this to improve our service.


We will simplify the way we deliver services to you.

This means we will:

  • respond to and resolve your enquiry in a timely manner
  • improve our self-managed service options so you have easy access to government services
  • allow you to manage your own business
  • make our forms and letters easier to understand.

Our business improvement priorities for 2015–19 are to:

  • use new technology so systems are flexible and easier for you to use
  • increase the number of services available to you through our self-managed services channels
  • give you the choice to have your information shared across Services Australia and via myGov.

Help us

You can help us if you:

  • provide complete, accurate and timely information about yourself and your individual circumstances
  • are respectful and courteous to staff and other customers
  • tell us if you need help to use our products and services
  • talk to our staff if you are not happy with the outcome.


We value your opinion and want to hear what you think about the quality of our service. We will use your feedback to improve our products and services. Read more about complaints and feedback. If you need an immediate response for your feedback call us on 1800 132 468.

Page last updated: 10 November 2022.
QC 24766