Authorised Review Officers (ARO) review delay issue

Our role is to provide assurance to the public that agencies act with integrity and treat people fairly. One way we can influence agencies to improve their practices is through handling and investigating complaints from the public. However, this is not the only way, and is sometimes not the best way, to achieve an outcome.

Where issues are ‘systemic’ and affect a lot of people, our Office’s focus is on what we can do to improve things for as many people as possible, including into the future.

We are currently aware of the delays and time taken for Centrelink’s Authorised Review Officers (AROs) to make decisions.  We investigated a number of these complaints to get an understanding of the issue, and are engaging with Services Australia about the actions it is taking to reduce delays and implement ongoing improvements.

We are monitoring the situation and the progress of Services Australia to implement changes. By engaging directly with the agency, we are best placed to have a positive impact on outcomes for the Australian community.

We are also aware the Administrative Review Council is currently conducting an inquiry into the social security processes, including whether the current ARO review process is effective and appropriate. The Office will monitor the outcomes of this inquiry including and report and recommendations made.