You can appeal

• By telephone
• At a Centrelink Customer Service Centre
• In writing

Appealing by telephone or at Centrelink:

• Ask for a “review” by an Authorised Review Officer (ARO) of the decision you disagree with.
• Make sure you tell Centrelink:
  • Your name and contact details
  • Your Customer Reference Number
  • What decision you are appealing
  • Why you think the decision is wrong
  • Anything else which may help your case

• Take notes:
  • Get a “receipt number” for your call
  • Get the name of the Centrelink officer you talked to
  • The date you rang
  • Details of your request

• Appeal as soon as possible. 

• You can provide further information later, if necessary.

• Time limits apply to all appeals, apart from appeals about debts.

• Time limits for appealing to an Authorised Review Officer:
  • 13 weeks from the date you received the letter about the original decision, (if you hope to receive back pay).
  • If you appeal more than 13 weeks after receiving the letter about the original decision, you will only be able to receive back pay from the date you appealed.
  • There is no time limit for appealing about a Centrelink debt.

• The Authorised Review Officer (ARO) will usually want to talk to you to hear your side of the story.
• The ARO checks if Centrelink followed the correct law and policy, then sends you a letter explaining their decision.
• An ARO Review takes around 28 days.

If you are not happy with the Authorised Review Officer decision, you can take your appeal to the Social Security Appeals Tribunal (SSAT).

• The SSAT is totally independent from Centrelink.
• The SSAT is fairly informal and you will be able to discuss your case at the hearing.
• See the self-help booklet, How to appeal to the Social Security Appeals Tribunal (SSAT)
• Seek advice from your local Welfare Rights Centre.

• You can appeal further to the Administrative Appeals Tribunal (AAT). 
  • The AAT is an independent tribunal which considers appeals against decisions of many Commonwealth Government departments, tribunals and authorities. If your appeal is at this stage, seek advice from your local Welfare Rights Centre.
• The next stages are the Federal Court and the High Court. 
  • Seek advice from your local Welfare Rights Centre.

• If you appeal against the reduction or cancellation of your payment, Centrelink may agree to continue your payment at the previous rate until the review is finalised.
• Ask for “payment pending review”.
• Be aware that you may incur a debt if Centrelink does not agree to restore your payment.

The rules about payment pending review are complex. You can find further information on the factsheet "Appeals – how to appeal against a Centrelink decision", available  here.

You have the following rights:

• The right to appeal any Centrelink decision that you believe is wrong.
  • You cannot get in trouble or be penalised for appealing a Centrelink decision.
  • No one should discourage you from appealing. 

• The right to know why Centrelink made a decision about your payment. 
  • The reasons for the decision must be in writing.

• The right to obtain copies of the law or policy which Centrelink used in making its decision.
• The right to obtain your Centrelink file under Freedom of Information laws. You can find a form to assist you with a Freedom of Information application here.

• Factsheet:  Appeals – how to appeal against a Centrelink decision.
• Factsheet:  Freedom of Information
• Form: Request for a review by an Authorised Review Officer.
• Self-help booklet:  How to appeal to the Social Security Appeals Tribunal (SSAT)
• Contact your local Welfare Rights Centre.