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 policy 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
improve staff training and equip them with resources and tools to help identify customers who need our help most
bring outside voices into the agency to affect 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.

Improvements we’ve implemented so far include:

uplifting our staff vulnerability training program to strengthen their 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
further refining the online appointment booking system and enabling customers to tell us ahead of time if they’re bringing a support person.