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The 1.1 million children who rely on the support of the Child Support Agency will be the real winners out of the “Building a Better CSA” package announced today by the Minister for Human Services.
The Hon Joe Hockey MP says the Australian Government is committing an extra $150 million over four years to make the system work for the benefit of the 1.4 million separated parents who are customers, but ultimately for the benefit of their children.
This is an addition to the $700 million committed by the Government to the Parkinson reforms.
“Building a Better CSA” is a comprehensive package of reforms that will deliver improved customer service and significant organisational change,” said Minister Hockey.
“The CSA will be more responsive and accountable. Staff will be more customer focused and CSA will engage and work more closely with stakeholders,” he said.
“I expect the CSA to respond quickly and fairly to its clients. This funding will allow for a more personalised service to customers including face to face meetings for 30 000 parents with complex issues. CSA services will be increased at 26 offices across the country largely through co-locations with Centrelink,” said Minister Hockey.
“Parents will have more options in how they interact with the CSA. Increased online services will mean they can access information and self help tools at their convenience. The five million phone calls CSA handles each year will now be recorded. This will assist in monitoring the quality and consistency of service to customers.” he said
“Smaller CSA team sizes will also mean a faster response to issues as they arise and a consistency in decision making. 3500 CSA staff will also undergo intensive and ongoing training to improve their customer service skills.”
“New communication programs will educate and inform parents and the community in plain English and promote greater voluntary compliance with child support obligations. The CSA sends seven million letters each year. These will be simplified along with publications and forms to reduce customer confusion and frustration,” said Minister Hockey.
An expanded $143 million compliance program, which is a component of the Parkinson Reform Package, will enable the CSA to ensure child support payments are made. Increased funding will expand existing successful compliance programs and better target parents who do not pay their child support in full.
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