New whistleblower allegations claim that Centrelink compliance officers are being instructed not to correct errors in the department's automated debt recovery program, allowing millions of dollars in incorrect debts to be issued. In a letter to the progressive group GetUp, a compliance officer said staff were 'struggling daily with our consciences' as they were directed to ignore mistakes unless the customer pointed them out.
The Department of Human Services dismissed the claims as inaccurate, with general manager Hank Jongen stating the system works as intended and that some staff 'do not welcome technology driven change'. However, Guardian Australia has independently verified the allegations with another former Centrelink source.
The whistleblower detailed that officers were told not to correct errors even when they could prove debts were wrong, and were unable to consider evidence previously provided by customers, such as payslips or documentation proving they were not working. The letter also alleged that the system was 'fuzzy matching' income records between Centrelink and the tax office, doubling up income and generating inaccurate debts hundreds of times a day.
Other errors included the system counting exempt income types, such as meal, laundry and uniform allowances, and paid parental leave, which staff were not allowed to remove even when flagged. The whistleblower expressed horror at being directed to maintain an 'unjust system', while the department reiterated that customers could confirm or change details online.
