Anyone affected by a decision made about their Centrelink entitlements should first talk to the person who made the original decision. Staff can also provide you with a 'Tell us what you think' customer comment card, or direct you to the Customer Relations telephone line. You can choose someone to act as your agent by providing a written authority specifying what matters they can act for and for how long they have that authority.

You should be informed of the complaint's progress and be notified by phone or writing of the resolution, decision or options for further action. If you are still unhappy about the decision, you can ask for a review by an Authorised Review Officer who can vary or affirm a decision. This request should be made within 13 weeks of receiving advice of the original decision. If the decision is in your favour, back-payment can only be paid if the request is lodged within this 13-week period. (Note: this does not apply to debt cases.)

If you are still unhappy with the decision you can appeal to the Social Security Appeals Tribunal (see details below).

The SSAT hears appeals about decisions made by Centrelink as well as appeals about Austudy, Austudy debts and Abstudy. Appeals to the Tribunal can be made in writing or by telephone. Appeal forms are available from Centrelink or the Tribunal. To receive full back-payment, appeals should be made within 13 weeks of the Centrelink decision. Successful appeals made after the 13-week period may only be back-paid from the date the appeal was lodged. If either the applicant or Centrelink considers the SSAT's decision to be incorrect, they may appeal to the Administrative Appeals Tribunal (see below).

Appeals to the AAT must be lodged in writing within 28 days of notification of the decision of the SSAT (see above). However, first check with the AAT regarding possible application fees.

Appeal forms are available from the AAT registry or website. Decisions made by the AAT are binding on the parties. Either party can appeal an AAT decision to the Federal Court, but only on a question of law. The AAT is more formal than the SSAT; legal representation is not necessary but may be of assistance.

VLA's Human Rights and Civil Law Service provides free legal advice about social security issues. It can also provide representation at Administrative Appeals Tribunal hearings. See a fuller description of services and contact details under 'Lawyers', above.

The WRU provides independent information and advice on social security matters. It can also provide some assistance and referral to a community legal centre for help.