Tuesday, 1 June 2021
Questions without Notice
Pensions and Benefits
Customers can actually stay in the IVR, in that voice channel, to get informed, specific information for them and have the information and the issue resolved. Likewise, the 'money you owe' service provides specific information now as to how a debt is raised and what to do with it. I've just taken the liberty to sign into myGov, and I will show the member. Simply go into myGov, move down to favourites, and there is money you owe. Go to the menu, move across to payments and claims, across to managed payments and money you owe. So the information is right there within two clicks for individuals to see. Over two million Australians are using that every single day; it is the largest authenticated platform in Australia with over 20 million users. So a user can see the debt that has arisen, how it's arisen and how they can move forward to deal with that. Furthermore, payment letters have been simplified to make the reason for overpayments and the next steps clearer.
The government's also implementing changes to make it easier for customers to prevent overpayments in the first place, notably through the use of single touch payroll. So I encourage the member to refer their citizens to those areas where substantial improvements have— (Time expired)