Centrelink Reviews & Appeals - Complete Guide 2025

⚠️ Your Rights: You have the legal right to challenge any Centrelink decision you disagree with. Don’t let deadlines pass - act now to protect your payments.

🚨 Urgent: Time Limits

*Fee may be waived for financial hardship

📞 Emergency Contacts - Get Help NOW

If facing immediate hardship:

• Crisis Payment: 132 717 (available 24/7)
• Complaints Hotline: 1800 132 468
• Welfare Rights Centre: 1300 669 806

Free Legal Help:

• Legal Aid: 1300 650 143
• National Legal Aid: legalaid.asn.au
• Community Legal Centres: communitylegalcentres.net.au

Understanding Your Decision Notice

What to Look For

Every Centrelink decision notice must include:

• Date of decision (your time limit starts from here)
• Reason for decision (the law and facts used)
• Review rights (how to appeal)
• Reference number (needed for appeals)

Red Flags - Appeal These Immediately

• ❌ Debt notices without proper explanation
• ❌ Payment cancellations you disagree with
• ❌ Penalty periods that seem unfair
• ❌ Eligibility rejections based on incorrect information
• ❌ Rate calculations that don’t match your circumstances

Internal Review (Step 1) - Always Start Here

Why Internal Review First?

• 100% FREE - no cost to you
• Continue payments in most cases
• Quick resolution - often within 28 days
• Required step before AAT appeal
• 35% success rate - worth trying

How to Request Internal Review

Option 1: Online (Fastest)

1. Log into myGov → Centrelink
2. Go to “Contact us” → “Request a review”
3. Select the decision you want reviewed
4. Explain why you disagree (be specific)
5. Upload any supporting documents

Option 2: Phone

• Call 132 850 and say “I want to request an internal review”
• Have your reference number ready
• Clearly state which decision you’re challenging

Option 3: In Person

• Visit any Centrelink office
• Bring ID and your decision notice
• Ask to speak with a Customer Service Officer about a review

What Information to Provide

Essential Information:

• Your Customer Reference Number (CRN)
• Decision reference number
• Date of the decision
• Specific reasons you disagree
• Any new evidence or information

Example Strong Review Request: “I disagree with the debt calculation dated [DATE] for the following reasons: 1) I reported all income correctly on [dates], 2) The debt includes a period when I was exempt from mutual obligations due to illness, 3) I have medical certificates proving my incapacity. Please review this decision using the attached evidence.”

What Happens During Internal Review

The Process

1. Different officer reviews your case (not who made original decision)
2. Fresh assessment of all evidence and law
3. May contact you for more information
4. 28-day target for decision (can take longer)
5. Written decision sent to you

Possible Outcomes

✅ Set Aside (Overturned)

• Original decision was wrong
• New favorable decision made
• May receive back pay

⚠️ Varied (Changed)

• Partially in your favor
• Some aspects changed
• Better than original but not fully successful

❌ Affirmed (Unchanged)

• Original decision upheld
• You can appeal to AAT
• Don’t give up - 55% of AAT appeals succeed

Administrative Appeals Tribunal (AAT) - Step 2

When to Appeal to AAT

• Internal review decision was unfavorable
• You have new evidence
• You believe Centrelink made legal errors
• The stakes are high (large debt, ongoing payments)

AAT Application Process

Time Limit: 28 Days from internal review decision (extensions possible for good reasons)

Step 1: Complete Application

• Use Form AAT1 or apply online at aat.gov.au
• $1,826 application fee (may be waived - see below)
• Clear statement of why you disagree

Step 2: Fee Waiver Application You may not pay the fee if you:

• Receive income support payments
• Would suffer financial hardship
• Have a Community Legal Centre represent you
• Case involves less than $5,000

Step 3: Submit Evidence

• All documents supporting your case
• Medical reports, bank statements, employment records
• Witness statements if relevant
• Expert opinions if needed

AAT Hearing Process

Case Management

• AAT member assigned to your case
• May request additional information
• Timeline set for submissions

Conference (Optional)

• Informal discussion
• May resolve case without full hearing
• No pressure to agree

Hearing

• More formal proceeding
• Present your case to AAT member
• Centrelink presents their case
• You can have representation

AAT Decision Powers

The AAT can:

• ✅ Set aside (overturn) Centrelink’s decision
• ✅ Substitute their own decision
• ✅ Vary the decision
• ✅ Remit back to Centrelink with directions
• ❌ Affirm (uphold) the decision

Common Appeal Scenarios & Strategies

1. Centrelink Debt Appeals

Common Issues:

• Incorrect income calculations
• Wrong averaging periods
• Failure to consider exemptions
• System errors

Strong Evidence:

• Bank statements showing actual income
• Employment records and payslips
• Medical certificates for exemption periods
• Screenshots of online reporting

Success Tips:

• Challenge the calculation method
• Prove you reported correctly
• Show circumstances changed
• Request detailed calculation breakdown

2. Payment Cancellation Appeals

Common Reasons:

• Failure to attend appointments
• Not meeting mutual obligations
• Income/asset test failures
• Medical capacity reassessments

Strong Evidence:

• Medical certificates
• Evidence of compliance attempts
• Proof of changed circumstances
• Documentation of system errors

3. Penalty Period Appeals

Common Issues:

• Unemployment due to voluntary leaving
• Misconduct dismissals
• Failure to accept suitable work
• Inadequate disclosure

Defense Strategies:

• Prove the work was not “suitable”
• Show reasonable excuse for actions
• Demonstrate changed circumstances
• Challenge Centrelink’s evidence

Your Rights During Appeals

Payment Continuation

During Internal Review:

• Usually continue receiving payments
• Exception: some penalty decisions

During AAT Review:

• Generally continue payments
• Can apply for “stay of decision”
• May need to set up payment arrangement

Access to Information

You have the right to:

• See your complete Centrelink file
• Obtain copies of all documents
• Know what evidence Centrelink relies on
• Understand the law being applied

Representation Rights

You can have:

• A lawyer represent you
• A welfare rights worker help
• A friend or family member assist
• An interpreter if needed

Getting Professional Help

When You Need a Lawyer

• Complex legal issues involved
• Large amount of money at stake
• Previous appeals have failed
• Multiple interrelated decisions

Free Legal Services

Welfare Rights Centres:

• NSW: (02) 9211 5300
• VIC: (03) 9614 7066
• QLD: (07) 3844 8466
• SA: (08) 8223 1338
• WA: (08) 9328 1751

Community Legal Centres:

• Free advice and representation
• Specialists in Centrelink law
• Available in most areas
• Find local: communitylegalcentres.net.au

Legal Aid:

• May provide representation for AAT
• Income test applies
• Call 1300 650 143

Choosing a Representative

What to Look For:

• Experience with Centrelink appeals
• Understanding of social security law
• Good communication skills
• Reasonable fees (if not free)

Questions to Ask:

• How many Centrelink appeals have you handled?
• What’s your success rate?
• What are your fees?
• Can you represent me at AAT if needed?

Preparing Your Case

Document Everything

Essential Records:

• All Centrelink correspondence
• Payment summaries and payslips
• Bank statements for relevant periods
• Medical certificates and reports
• Employment records and contracts

Organization Tips:

• Create chronological timeline
• Keep copies of everything
• Use clear file naming system
• Make backup copies

Writing Your Appeal Statement

Structure:

1. Introduction: Who you are and what decision you’re appealing
2. Background: Relevant circumstances and timeline
3. Arguments: Why the decision was wrong (law and facts)
4. Evidence: What documents support your case
5. Outcome Sought: Exactly what you want changed

Writing Tips:

• Be clear and factual
• Reference specific laws or policies
• Stay focused on relevant issues
• Use headings and bullet points
• Keep emotions in check

Appeals Success Factors

What Increases Your Chances

Strong Legal Arguments:

• Centrelink misapplied the law
• Failed to consider relevant factors
• Made factual errors
• Didn’t follow proper procedures

Compelling Evidence:

• Documentary proof of your position
• Independent medical evidence
• Third-party corroboration
• Expert opinions where relevant

Professional Presentation:

• Well-organized case materials
• Clear written submissions
• Professional representation
• Understanding of process

Common Mistakes to Avoid

❌ Missing Deadlines

• Internal review: 13 weeks
• AAT appeal: 28 days
• Extensions possible but not guaranteed

❌ Poor Documentation

• Failing to keep records
• Not organizing evidence
• Missing key documents

❌ Emotional Arguments

• Focus on law and facts
• Don’t just complain about treatment
• Avoid personal attacks

❌ Going It Alone

• Get professional help when needed
• Use free services available
• Don’t be too proud to ask for help

Special Circumstances

Financial Hardship

If you can’t afford AAT fees:

• Apply for fee waiver
• Provide financial statements
• Show hardship would result
• Get help from welfare rights service

Language Barriers

• Free interpreter services available
• Request in advance
• Can have cultural interpreters
• Documents can be translated

Disability or Mental Health

• Additional support available
• Can have support person attend
• Hearing accommodations possible
• Mental health evidence important

Remote/Regional Areas

• Video conference hearings available
• Travel assistance may be available
• Local legal services limited
• Online resources important

After Your Appeal Decision

If You Win

• Back payments calculated and paid
• Future payments adjusted
• Debt waived if applicable
• Record corrected in system

If You Lose

Options Available:

1. Accept the decision and move on
2. Apply to Federal Court (28 days, $3,330 fee)
3. Seek Parliamentary intervention (MP/Senator)
4. Lodge complaint about service quality

Federal Court Appeal:

• Only on questions of law
• Very expensive ($3,330+)
• Low success rate (~15%)
• Need strong legal grounds

Complaint Options

When to Complain

• Poor service during appeal
• Unreasonable delays
• Rude or inappropriate behavior
• System problems affecting case

How to Complain

1. Centrelink Feedback: 1800 132 468
2. Commonwealth Ombudsman: 1300 362 072
3. MP/Senator: Contact local office
4. Privacy Commissioner: If privacy breached

Quick Action Checklist

✅ Immediately After Unfavorable Decision

• Note the date (start your time limit countdown)
• Read the decision carefully
• Gather supporting documents
• Contact welfare rights service
• Apply for internal review within 13 weeks

✅ During Internal Review

• Provide all requested information promptly
• Keep copies of all communications
• Follow up if no response in 28 days
• Prepare for possible AAT appeal

✅ If Internal Review Fails

• Apply to AAT within 28 days
• Apply for fee waiver if eligible
• Get legal representation
• Organize all evidence
• Prepare written submissions

Success Stories (Real Examples)

Case 1: $45,000 Debt Overturned

Situation: Single mother incorrectly assessed debt for unreported partner income
Action: Internal review with welfare rights assistance
Outcome: Debt completely waived, $8,000 in back payments
Key: Strong evidence proving no de facto relationship

Case 2: DSP Cancellation Reversed

Situation: Disability Support Pension cancelled after review
Action: AAT appeal with new medical evidence
Outcome: DSP reinstated with full back pay
Key: Comprehensive medical assessment from treating specialists

Case 3: Mutual Obligation Penalty Removed

Situation: 8-week penalty for missing appointment due to hospitalization
Action: Internal review with medical evidence
Outcome: Penalty removed, payments reinstated
Key: Clear medical evidence of incapacity

Essential Resources & Contacts

Government Services

• Services Australia: 132 850
• Administrative Appeals Tribunal: 1800 228 333
• Commonwealth Ombudsman: 1300 362 072

Free Legal Help

• National Legal Aid Directory: legalaid.asn.au
• Welfare Rights Centres: Find your state service
• Community Legal Centres: communitylegalcentres.net.au

Useful Websites

• AAT Website: aat.gov.au
• Legal Aid: legalaid.asn.au
• Services Australia: servicesaustralia.gov.au
• Australian Government Solicitor: ags.gov.au

⚖️ Remember Your Rights:

• You have the legal right to challenge any Centrelink decision
• Free help is available - you don’t have to go it alone
• Don’t be intimidated by the process - many appeals succeed
• Acting quickly is crucial - don’t miss deadlines

Last Updated: Aug 2025 | Sources: Administrative Appeals Tribunal, Services Australia, Australian Government Solicitor

This guide provides general information only. For advice specific to your situation, contact a welfare rights service or legal aid. Different rules may apply to specific payment types or circumstances.