(1)   Can he confirm that part of his brief as Minister for Human Services is to streamline the delivery of government services to the Australian people; if so, can he confirm that this includes (a) improving the lines of communication and (b) eliminating policy inconsistencies between the Government’s various service delivery agencies.

(2)   Is he aware that where Centrelink needs to take into account the child support and maintenance actions of its clients serious problems often arise because information is not communicated between, or is assessed differently by, Centrelink and the Child Support Agency.

(3)   Can he outline the specific measures he is undertaking to address these communication deficiencies and inconsistent approaches, it not; why not.

(1)   My responsibility as the Minister for Human Services is to improve the delivery of government services to the Australian people. That includes ensuring services are as streamlined as possible, with clear and straight forward access to these services.

My aim as minister is to maximise coordination of the delivery of services across the six agencies, to the benefit of the Australian people. The Department of Human Services is consulted in the development of policy options by policy departments.

(2)   I am aware that Centrelink considers Child Support information in determining entitlements to Family Tax Benefit (FTB) and therefore accurate exchange of information is essential.

The Child Support Agency (CSA) sends information to Centrelink via an electronic interface on a regular basis to inform Centrelink of customer entitlements to FTB. Information provided includes details of child support entitlements and payments needed for the purposes of the maintenance action tests and maintenance income test.

Centrelink and CSA necessarily apply different criteria for assessment because they are administering different legislation. The test applied by Centrelink for receipt of benefits is based on the principles of need and equity. The resources a person has available to them must be considered and, as such, the total household income is taken into account when determining eligibility. Consequently, the joint incomes of both partners of a relationship are considered when assessing entitlement to any payment.

The Child Support scheme is based on the principle that parents of children are primarily responsible for their financial care, and that children continue to share in the financial circumstances of their parents following separation. I note that the government is currently considering the recommendations of the Parkinson Report.

(3)   Specific actions to improve communication and information exchange between Centrelink and CSA include:

• CSA and Centrelink commenced a joint initiative on 1 June 2005 to offer parents the option of a phone transfer directly to a client service officer in the other agency. This is aimed at improving service to mutual clients;
• A three month trial to extend the concept for a broader range of clients is scheduled to commence November 2005. The transfer option should assist in resolving some of the issues parents have around the child support/family assistance interaction;
• Client data is exchanged electronically, under a joint information protocol between CSA and Centrelink via a secure network link. The data exchanged includes a weekly entitlements file, a three-monthly payment file as well as daily client information updates. CSA provides weekly information to Centrelink through an alternative delivery channel about parents who are ineligible to apply for child support. Centrelink and CSA are communicating regularly to seek improvements in data exchange;
• A joint agency working group, comprising Centrelink and CSA officers, meets regularly to deal with operational issues;
• A Centrelink / CSA computer system enhancement is scheduled for September 2005, which will improve the accuracy and timeliness of child support payments and Family Tax Benefit; and
• Centrelink’s Child Support Steering Committee meets regularly to monitor the development and direction of the delivery of the child support program.
• Centrelink and CSA are participating in departmental deliberations on the response to the Parkinson Report.

Further, if a customer is not satisfied in relation to Centrelink’s assessment of their child support information they can request clarification or review. If the customer is not satisfied with the explanation they can also appeal against the decision.