GET HELP
What to do when
things go wrong
Challenge a decision, manage a debt, make a complaint, or find crisis support — all in one place.
Lifeline is available 24/7 on 13 11 14 for crisis support.
Urgent help contacts
All services are free unless otherwise stated.
000
Emergency services
Police, ambulance, fire
13 11 14
Lifeline
Crisis support, 24/7
1800 737 732
1800RESPECT
Domestic violence support, 24/7
1300 22 4636
Beyond Blue
Mental health support, 24/7
1800 007 007
Financial Counselling Australia
Free financial counselling
1800 007 007
National Debt Helpline
Free debt help
Challenging a Centrelink decision
You have the right to a free review of any Centrelink decision. Here are the steps.
Call Centrelink or visit a service centre within 13 weeks of the decision. Ask for an Authorised Review Officer review. It is free.
Ask Centrelink to send you a written statement of reasons for the original decision before or during the review.
Community Legal Centres and Legal Aid can help you prepare for your review — at no cost.
Find Legal Aid →If you disagree with the ARO outcome, you can appeal to the Administrative Review Tribunal. Still free.
ART website →Dealing with a Centrelink debt
You have rights — including the right to query the debt, set up affordable repayments, or request a pause.
You can query or dispute the debt
If you believe the debt is incorrect, request a review. Centrelink must provide you with a statement of reasons explaining how the debt was calculated.
How to request a review →You can set up manageable repayments
Centrelink is required to set up a repayment plan you can afford. Call 132 490 to negotiate. You can also have repayments deducted automatically from your payment.
Debt guide: full options →Get free financial counselling
Financial counsellors can help you understand and manage debt at no cost. Call the National Debt Helpline on 1800 007 007.
National Debt Helpline ↗Making a complaint
If Centrelink has treated you unfairly, you have several options.
Speak to a Centrelink manager
Ask at any service centre or call 132 300. Explain your concern and ask for a formal response.
Centrelink contactCommonwealth Ombudsman
Free, independent investigation of complaints about Australian Government agencies.
ombudsman.gov.au ↗Privacy complaint to the OAIC
If Centrelink mishandled your personal information, you can complain to the Office of the Australian Information Commissioner.
oaic.gov.au ↗Not sure what you're entitled to?
Browse every payment or start with your life situation to find the right support.
Frequently asked questions about getting help with Centrelink
How do I challenge a Centrelink decision I disagree with?
You can request an Authorised Review Officer (ARO) review within 13 weeks of the decision. If you disagree with that outcome, you can appeal to the Administrative Review Tribunal (ART). Both are free.
See the full review guide or contact a community legal centre for free help.
What should I do if I have a Centrelink debt I can't pay?
Contact Centrelink to set up a repayment arrangement you can afford — call 132 490. You can request a pause, a reduction, or a payment plan. You also have the right to ask for a review of the debt if you think the amount is wrong.
See the Centrelink debt guide for your full options.
How do I make a complaint about Centrelink?
First try to resolve it directly with Centrelink by asking to speak with a manager or lodging a formal complaint at a service centre. If that does not work, contact the Commonwealth Ombudsman — it is free, independent and can investigate your complaint.
I'm in a financial crisis. What emergency support is available?
Crisis Payment is available for people in severe financial hardship due to a specific extreme circumstance (domestic violence, natural disaster, leaving prison, etc). You can also request an advance payment from your regular payment, or contact a financial counsellor for free help.