- Centrelink has changed its formal review process
- You can ask for verbal explanation or formal review of a Centrelink decision
- The major change is that requests for review now go to an Authorised Review Officer
If you don’t understand or agree with a decision Centrelink has made, you can ask for an explanation or apply for a formal review.
1. Explanation of a decision - you can contact Centrelink and ask them to explain the decision.
A staff member will contact you to explain the decision and answer any questions you have. Centrelink says this method can sort out your concerns or change the decision without needing a formal review.
You don’t have to pay for an explanation of a decision. Centrelink aim to contact you and explain its decision within 14 days.
2. Formal review
From 15 May 2021, Centrelink’s internal review process changed. Now, if you apply for a formal review, it will go straight to an Authorised Review Officer. Previously, Centrelink did an extra check of a decision before you could get a formal review.
You can apply for a formal review if you understand the decision but disagree with it. You can apply for a review at any time. You don’t have to apply for an explanation first.
An Authorised Review Officer will review the decision. They will:
- speak with you about a decision, where possible
- look at the facts, the law, and the policy involved in a decision
- change the decision if it’s wrong
- write to you to let you know the outcome of your review.
You don’t have to pay for a formal review.
Centrelink aims to finish a formal review within 49 days. Some may take longer. It depends on the details of the case.
You can ask for an explanation or apply for a formal review by either:
You can also fill in the Explanation or formal review of decision form and give Centrelink any supporting documents online, using either:
Read this guide to uploading your Centrelink documents online.
If you can’t provide online then send them to:
Reply Paid 7800
Canberra BC ACT 2610
Source: Services Australia