If not delivered return to PO Box 7820 Canberra BC ACT 2610
12 December 2025
Our reference: LEX 88627
Peter Pav (Right to Know)
Only by email:
xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx
Dear Peter Pav
Decision on your Freedom of Information Request
I refer to your request, received by Services Australia (the Agency) on 17 November 2025 for
access under the
Freedom of Information Act 1982 (the FOI Act) to the following documents:
Internal guidance documents, staff manuals, or operational instructions provided to
Services Australia staff that describe how artificial intelligence (AI) outputs are used in
accounting and benefit workflows. This includes, but is not limited to, guidance relating
to:
Eligibility assessments
Payment calculations
Fraud detection or anomaly identification
Data preparation for complex benefit decisions
Mutual obligations and suspensions
Explanations of decisions
Formal reviews of decisions (including rejections of claims and debts)
Training materials or manuals that instruct staff on how to interpret, act upon, or
override AI‑generated data in the course of accounting or benefit decision‑making.
Internal policy documents that outline the role of AI in supporting, informing, or
structuring data for human decision‑makers in accounting or benefit workflows.
For clarity, I am not seeking access to source code, proprietary technical specifications,
or vendor‑confidential material. My request is limited to operational guidance, manuals,
and policy documents provided to staff.
My decision
I have decided to refuse your request for access under section 24A of the FOI Act on the
basis that all reasonable steps have been taken to locate the documents you have
requested, and I am satisfied that they do not exist.
PAGE 1 OF 6
The reasons for my decision, including the relevant sections of the FOI Act, are set out in
Attachment A.
You can ask for a review of our decision
If you disagree with any part of the decision, you can ask for a review. There are two ways
you can do this. You can ask for an internal review from within the Agency, or an external
review by the Office of the Australian Information Commissioner. See
Attachment B for
more information about how to request a review.
Additional information
Information about the agency’s current approach to using automation and Artificial
Intelligence (AI), including how to make an enquiry on our adoption and use of automation
and AI is available on our website via the following link:
Automation and Artificial Intelligence Transparency Statement - About us - Services
Australia, or by searching the website for ‘QC 80473’.
Further assistance
If you have any questions, please ema
il xxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxxxx.xxx.xx. Yours sincerely
Cherie
Authorised FOI Decision Maker
Freedom of Information Team
FOI and Reviews Branch | Legal Services Division
Services Australia
PAGE 2 OF 6
If not delivered return to PO Box 7820 Canberra BC ACT 2610
Attachment A
REASONS FOR DECISION
What you requested
Internal guidance documents, staff manuals, or operational instructions provided to
Services Australia staff that describe how artificial intelligence (AI) outputs are used in
accounting and benefit workflows. This includes, but is not limited to, guidance relating
to:
Eligibility assessments
Payment calculations
Fraud detection or anomaly identification
Data preparation for complex benefit decisions
Mutual obligations and suspensions
Explanations of decisions
Formal reviews of decisions (including rejections of claims and debts)
Training materials or manuals that instruct staff on how to interpret, act upon, or
override AI‑generated data in the course of accounting or benefit decision‑making.
Internal policy documents that outline the role of AI in supporting, informing, or
structuring data for human decision‑makers in accounting or benefit workflows.
For clarity, I am not seeking access to source code, proprietary technical specifications,
or vendor‑confidential material. My request is limited to operational guidance, manuals,
and policy documents provided to staff.
On 17 November 2025, the Agency acknowledged your request.
What I took into account
In reaching my decision I took into account:
• your request dated 17 November 2025
• searches undertaken to locate the requested documents
• the type of documents which fall within the scope of your request
• consultations with Agency officers about:
o the nature of the requested documents
o the Agency's operating environment and functions
• guidelines issued by the Australian Information Commissioner under section 93A of
the FOI Act (the Guidelines), and
• the FOI Act.
PAGE 3 OF 6
Reasons for my decisions
I am authorised to make decisions under section 23(1) of the FOI Act.
Section 24A of the FOI Act
Section 24A of the FOI Act allows the Agency to refuse a request for access to a document if
all reasonable steps have been taken to find the document, and the Agency is satisfied that it
cannot be located or does not exist.
Preliminary consultations were conducted with several business areas in relation to your
request, including the:
• Chief Financial Officer Division
• Program Design Group
• Service Delivery Excellence Group
• Payments & Integrity Group
• Telecommunications Modernisation, Automation and Architecture Division (TMAA),
and
• Fraud Control & Investigations Division (FCID).
The FCID and TMAA Divisions were identified as the relevant business areas to conduct the
search and retrieval of any documents.
FCID assists the Agency to manage intelligence and investigation functions, as well as fraud
and corruption controls. This Division advised they are leading a project that is exploring the
use of automation; however, this is in trial and has not been rolled out. As such, no
instructional, guidance or training documents have been provided to the Agency’s staff.
Please note that we are not in a position to disclose any further information about this
project, as it would reasonably be expected to expose intelligence and investigation
methodologies.
TMAA is responsible for supporting the Agency with the delivery of automation. This Division
advised there are Artificial Intelligence training packages in development; however, they do
not relate to accounting or benefit workflows. Additionally, these training packages have not
been finalised and hence no instructional, guidance or training documents have been
provided to the Agency’s staff.
Based on the searches undertaken, I am satisfied that in accordance with section 24A of the
FOI Act:
1. all reasonable steps have been taken to find the documents, and
2. the documents do not exist.
PAGE 4 OF 6
If not delivered return to PO Box 7820 Canberra BC ACT 2610
Attachment B
INFORMATION ON RIGHTS OF REVIEW
FREEDOM OF INFORMATION ACT 1982
Requesting a full explanation of a Freedom of Information (FOI) decision
Before you ask for a formal review of a FOI decision, you can contact us to discuss your
request. We will explain the decision to you. This allows you to correct any
misunderstandings.
Requesting a formal review of a FOI decision
If you consider the decision is incorrect, you have the right to apply for a review under
sections 54 and 54L of the
Freedom of Information Act 1982 (the FOI Act).
You can apply for:
1. an
internal review by an Internal Review Officer of Services Australia (the agency),
and/or
2. an
external review by the Australian Information Commissioner.
Applying for an internal review by an Internal Review Officer
In an internal review, a different decision maker to the Agency delegate who made the
original decision will carry out the review. The Internal Review Officer will make a fresh
decision on your request and will consider all aspects of the original decision and identify any
relevant additional factors.
An application for an internal review must be:
• made in writing
• made within 30 days of receiving this letter
• sent to the address at the top of the first page of this letter, or by email to
xxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxxxx.xxx.xx
Note: You do not need to fill in a form. However, it is a good idea to set out any relevant
submissions you would like the Internal Review Officer to further consider, and your reasons
for disagreeing with the decision.
Applying for external review by the Australian Information Commissioner
If you disagree with the original or internal review decision, or if you have not received a
decision within 30 days of applying for an internal review, you will have 60 days to apply in
writing for a review by the Australian Information Commissioner.
Note: The Australian Information Commissioner generally prefers FOI applicants to seek an
internal review before applying for an external review.
PAGE 5 OF 6
You can lodge your application:
Online:
www.oaic.gov.au
Post:
Australian Information Commissioner
GPO Box 5218
SYDNEY NSW 2001
Email:
xxxxx@xxxx.xxx.xx
Important:
• If you are applying online, the application form the FOI Review Form is available at
Information Commissioner Review Application form
• If you have one, you should include with your application a copy of the Agency's
original and internal review decisions on your FOI request
• Include your contact details
• Set out your reasons for objecting to the Agency's decision.
Complaints to the Australian Information Commissioner and Commonwealth
Ombudsman
Australian Information Commissioner
You may complain to the Australian Information Commissioner concerning action taken by
an agency in the exercise of powers or the performance of functions under the FOI Act.
There is no fee for making a complaint. A complaint to the Australian Information
Commissioner must be made in writing. The Australian Information Commissioner's contact
details are:
Telephone: 1300 363 992
Website:
www.oaic.gov.au
Smart Form:
FOI Complaint Form
Commonwealth Ombudsman
You may also complain to the Commonwealth Ombudsman concerning action taken by an
agency in the exercise of powers or the performance of functions under the FOI Act. There is
no fee for making a complaint. A complaint to the Commonwealth Ombudsman may be
made in person, by telephone or in writing. The Commonwealth Ombudsman's contact
details are:
Phone: 1300 362 072
Website:
www.ombudsman.gov.au
The Commonwealth Ombudsman generally prefers applicants to seek review before
complaining about a decision.
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