Department of Human Services, Child Support Agency: unreasonable customer conduct and ‘write only’ policy

Unreasonable or difficult behaviour should not mean inadequate service from government agencies, argues this report on the Child Support Agency. This report examines the Child Support Agency’s ‘write only’ policy which restricts certain customers to written contact only, as a result of ‘unreasonable behaviour’, which might include threats or abuse or unnecessary persistence. Under these circumstances ‘write only’ restrictions can be applied to customers – meaning that the CSA will only engage with them in writing, not over the telephone or face to face. When the Ombudsman’s office began investigating some customers were banned indefinitely from telephoning the CSA. One man had written numerous letters and emails to the CSA about his child support case and sought documents under the Freedom of Information Act. After much correspondence the agency had judged him to be unreasonable due to the ‘nature and frequency of his communication’. The CSA imposed the service restriction of ‘write only’ contact. He felt confused by what he regarded as contradictory communication. Computer generated correspondence was sent to him inviting him to telephone the agency, despite his ‘write only’ status’. He maintained that the reasons for his restricted access had not been explained. He was denied the right to contact the CSA by email or to lodge an objection by email. After many complaints to the Ombudsman he still felt that the CSA was ignoring him. The CSA accepted all 11 recommendations from the Commonwealth Ombudsman’s report and started implementing new procedures in September 2010. The agency also agreed to review every case where it has imposed service restrictions disallowing customer contact in person or by telephone