Centrelink has cut off my payment — what do I do?

Having your Centrelink payment cut off is stressful and frightening — especially when you rely on it. The good news is: there are ways to fix it, and you don’t have to accept it. Here’s what to do.

Step 1: Don’t ignore it — act quickly

Centrelink payments don’t just stop for no reason. It might be because:

• You missed an appointment or didn’t return a form
• Centrelink made a mistake
• They say you earned too much
• They made an automated error (this happens more than you’d think)

Whatever the reason — don’t ignore it. Payments that are cut off can be hard to get backdated. The sooner you act, the better.

Step 2: Ring the Centrelink Indigenous line — 132 316

This line is specifically for Aboriginal customers. There are Indigenous Contact Officers available at every Centrelink office who understand culturally appropriate service. Press option 3 for Indigenous services when you call.

When you call, have ready:

• Your Centrelink reference number (CRN)
• Details about what happened — what payment was cut, when, and why they say
• Any information about your circumstances

Don’t accept vague answers. Write down who you spoke to, when, and what they said they would do.

Step 3: Ask for a formal review

If Centrelink says your payment was cut legitimately, ask for a formal review. Say: “I want to formally request a review of this decision.” They must tell you:

• Why your payment was stopped
• How to request a review
• How long you have to request a review (usually 13 weeks for most decisions)

Write down all your Centrelink appointment dates and any forms you’ve submitted. Keep copies of everything.

Step 4: Get help from Swan Hill CLC

Swan Hill Community Legal Centre on (03) 5032 1688 can help with Centrelink appeals and reviews. They deal with Centrelink problems regularly. If you’ve been sanctioned unfairly (e.g., for missing an appointment when you had a valid reason), they can help you challenge it.

You do not have to go to Centrelink alone. CLC services are free.

Step 5: If you have a Centrelink debt you didn’t owe

Centrelink sometimes sends letters saying you owe them money. Do not ignore these letters. But also — don’t automatically pay if you don’t believe you owe it. Get help from Swan Hill CLC to check whether the debt is real and whether it was correctly calculated. Centrelink makes errors all the time.

Step 6: If you’re on JobSeeker and being required to look for work

Aboriginal people on JobSeeker can access exemptions from mutual obligation requirements in certain circumstances. Ask about this at Centrelink or get help from Swan Hill CLC. If you’ve been penalised for not meeting requirements you shouldn’t have been required to meet, you can appeal.

Step 7: ABSTUDY — if you’re a student

If you’re an Aboriginal student and Centrelink has cut off your ABSTUDY payment, don’t assume that’s correct. ABSTUDY is a separate payment from standard Youth Allowance. Get help from Swan Hill Neighbourhood House (03) 5032 9238 or a school/TAFE Aboriginal education officer to sort it out.

Key numbers

• 132 316 — Centrelink Indigenous line (Indigenous customers)
• (03) 5032 1688 — Swan Hill CLC (free legal help)
• (03) 5032 9238 — Swan Hill Neighbourhood House