Vulnerability Strategic Commitment

Our commitment

Our Vulnerability Strategic Commitment sets out how we’ll continue supporting people experiencing complex circumstances.

We remain committed to delivering accessible support when and how people need it.

Read our Vulnerability Strategic Commitment:

We’ll do all the following:

reduce the need for customers to attend a service centre each time they’re eligible for immediate financial support
design our products and services to meet the needs of people experiencing challenging and complex circumstances
strengthen our Child Safe Framework and practices to ensure children are safe when interacting with our agency
make it easier for customers to transfer between payments and concession cards when accessing Medicare, Centrelink and Child Support services
tailor our services to meet the needs of local communities and connect them quickly to agency support
work with government and community partners to pilot the Refugee Student Settlement Pathway
continue to improve staff training, focusing on skills development to recognise and respond to customers experiencing challenging and complex circumstances
bring outside voices into the agency to effect meaningful change for customers across our payments and services
trial first contact resolution processes to solve customer issues during the first phone call or visit
equip our staff with resources and tools to quickly identify and prioritise customers who need our help the most.

Improvements we’ve implemented so far include:

uplifting our staff vulnerability training program to strengthen staff capability in servicing customers experiencing complex circumstances
expanding our Legal Advocates Channel to provide direct and timely support for vulnerable or at-risk customers
expanding the availability of video chat so that customers have better access to services regardless of their circumstances or location
uplifting the online appointment booking system, enabling customers to tell us ahead of time if they’re bringing a support person
introducing passkeys as a sign in option for myGov, helping people keep their personal information secure
introducing Auslan On-Demand so customers who are deaf and hard of hearing can access timely and equitable support
publishing Service Delivery quarterly operational performance data
launching the ‘Changes at Services Australia’ news subscription service to inform external stakeholders about how our improvements and innovations are making government services simple.