The Commonwealth Ombudsman has called on Centrelink to lift its game and make its automatic debt recovery system more user-friendly and transparent.
A report released on Monday called on the Department of Human Services to improve the clarity of letters sent to welfare recipients and provide more help to vulnerable people.
“We found there were issues with the usability and transparency of the system,” acting ombudsman Richard Glenn said.
“Many of these problems could have been reduced through better project planning, system testing and risk management.”
The report acknowledged Centrelink had tweaked the system since an investigation started in January but said more changes were necessary.
It recommended Centrelink, in certain circ…
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