Customers of Centrelink, Medicare and Child Support are reminded to use online and self-service options to check their reporting obligations and payments ahead of next week’s planned industrial action, which falls between the Christmas and New Year public holidays.
All service centres and most phone lines providing Centrelink, Medicare and Child Support services will be closed next Monday to Wednesday (26 to 28 December), and the following Monday (2 January 2017).
Services may also be affected by industrial action next Thursday (29 December) and Friday (30 December).
“It’s really unfortunate this industrial action is right in the middle of the public holidays,” Mr Jongen said. “We’re asking customers to plan ahead so they’re not caught out.
“If there are disruptions on Thursday and Friday next week, they will be to our telephone and face to face services. The union is penalising some of the most disadvantaged people in the community by pressing for this action at these times.
“We’re asking customers to defer any non-urgent business or use the self-service options available through myGov and the Centrelink, Medicare and Child Support mobile apps.
“Our priority is to help those in the greatest need and with urgent enquiries. People who need to speak to us can phone, they just need to know this may take longer due to the industrial action.”
Those visiting a service centre should be aware some smaller sites may not open on December 29 and 30.
“We will provide as much notice as possible of any service disruptions, and encourage people to regularly check humanservices.gov.au/servicechanges for updates,” Mr Jongen said.
“While the industrial action won’t affect payments, some customers may receive theirs early due to the special holiday arrangements already in place for the holiday season.
“It’s important to remember an early payment is not an extra payment – it’s just your normal payment paid early. You may need to budget carefully so this payment lasts until your next payment is due.
“If you are due to report on a holiday closure date, you may need to report early. Your payment will be made after you have reported.
“You can check your reporting date on your reporting statement, which is displayed on your myGov and Centrelink online account, or phone self-service. We would have also sent you a reminder.
“While your reporting date may be different, the assessment period remains the same. You still need to report estimates of earnings and other changes for your normal 14 day assessment period.
“There are no changes to child support arrangements, however payments made after 22 December may be delayed by public holidays.
“People can continue to lodge Medicare claims at their doctor’s office or using self-service. Critical services for Medicare providers such as organ donor and PBS authorities will remain available over the Christmas/New Year period.”
People can transfer funds to their BasicsCard throughout the holiday period by using self-service or calling 1800 132 594 between 8am – 5pm. BasicsCard balances can be checked at any time by calling 1800 057 111.
Information on holiday period reporting and payment dates is available at humanservices.gov.au/holidays.
Information on digital self-service options is available at humanservices.gov.au/selfservice.
Audio
Spoken by Department of Human Services General Manger Hank Jongen.
Download audio: Industrial action 29 and 30 December 2016 grab 1 (MP3, 1,622KB)
Transcript 1: It’s really unfortunate this industrial action is right in the middle of public holidays. The union is penalising some of the most disadvantaged people in the community by pressing for this action at this time.
If there are disruptions, they will be to our telephone and face to face services, so we’re asking customers who are able, to defer any non-urgent business or use the self-service options available through myGov and the Centrelink, Medicare and Child Support mobile apps.
Our priority is going to be to help those in the greatest need and with urgent enquiries. People who need to speak to us can phone or visit, they just need to realise that this may take longer due to the industrial action.
Download audio: Industrial action 29 and 30 December 2016 grab 2 (MP3, 1,224KB)
Transcript 2: The simplest way to avoid being caught out is to use one of our self-service options – that’s phone self-service, online accounts that can be accessed through myGov, or the Centrelink, Medicare and Child Support mobile apps.
These self-service options aren’t affected by public holidays or industrial action. You can do most of your business with us this way, including reporting your income and checking your payments.
Of course, we’ll have arrangements in place to make sure we can help people in financial hardship or who need immediate assistance.
Download audio: Industrial action 29 and 30 December 2016 grab 3 (MP3, 1,381KB)
Transcript 3: I’d like to stress that customer payments will not be affected by this industrial action, but some customers may receive their payments early due to the special arrangements already in place for the holiday season.
It’s important to remember if you receive an early payment is not an extra payment – it’s just your normal payment, paid early. You may need to budget carefully so this payment lasts until your next normal payment is due.
If you are due to report on a holiday closure date, you may need to report early. Your payment will be made after you have reported.