Kim Carr (Victoria, Australian Labor Party, Minister for Human Services) Share this | Hansard source

I thank Senator Siewert for her question. I indicate that she is correct that a letter containing incorrect information was sent to 74,000 people moving from parenting payments to the Newstart allowance. This was a result of human error compounded by a computer-generated letter system. This error in the letter occurred because the advice provided to these people was inserted into an existing template letter which contained the advice to destroy their concession cards. I have also indicated publicly that the department has apologised to those parents for whom this confusion occurred. I have also indicated that this information was completely in contrast to the information that was actually provided directly to the parents concerned in the interviews that were conducted prior to this letter being sent out and that there has been subsequently a further letter sent to all parents indicating the correct information. Parents were personally contacted to help in their move to the Newstart allowance and about 93 per cent of parents moving to the Newstart allowance by 1 January maintained their entitlements and their concessions.

I am advised that about 190 parents contacted the department about concession cards and that parents who remain concerned about their eligibility for a concession card or have destroyed or misplaced their existing card have been advised to contact the department directly or go to their nearest Centrelink office. I understand that that is the process that has been followed. I have also undertaken to ensure that a proper, thorough review occurs and to take immediate action to prevent this error occurring again. The department is taking increased efforts to scrutinise— (Time expired)