This is an HTML version of an attachment to the Freedom of Information request 'Student payment claims auto-rejected'.



If not delivered return to PO Box 7820 Canberra BC ACT 2610 
 
 
12 May 2016 
 
 
 
 
 
Our reference:  LEX 18826 
Mr James Smith 
 
By email: xxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx  
 
 
 
Dear Mr Smith, 
 
Acknowledgement of your Freedom of Information Request 
 
I refer to your request for access to documents under the Freedom of Information Act 1982 
(the FOI Act). I have taken your request to be for:  
'I refer to the article "Centrelink 'auto-rejects' tens of thousands of claims" on the 
Canberra Times website dated 2 May 2016 at the following URL: 
 
http://www.canberratimes.com.au/national/public-service/centrelink-autorejects-tens-
of-thousands-of-claims-20160429-goiarp.html 
 
I request the following document(s): 
 
1. Any documents put to senior management on this issue  
2. Any responses by senior management issuing directives to address this issue  
3. Any documents which support the view that this issue was a result of unforeseen 
high-demand for Centrelink services. 
4. Any documents which detail Centrelink's efforts to forecast future demand in the 
time leading up to this issue occurring. 
5. Any documents detailing issues with the 'Customer First' software which are likely 
to have caused, or otherwise affected, this issue. 
6. Any documents detailing the quality-control processes in approving the claims in 
question.’ 
Your request was received by the department on 2 May 2016 and the 30 day statutory period 
for processing your request commenced from the day after that date. You should therefore 
expect a decision from us by 1 June 2016.The period of 30 days may be extended if we need 
to consult third parties or for other reasons. We will advise you if this happens. 
 
The department will advise you if a charge is payable to process your request and the 
amount of any such charge as soon as practicable. No charge is payable for providing a 
person with their own personal information. 
 
 
 
 
 

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Your Address 
 
The FOI Act requires that you provide us with an address which we can send notices to. You 
have advised your electronic address is xxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx. 
We will send all notices and correspondence to this address. Please advise us as soon as 
possible if you wish correspondence to be sent to another address or if your address 
changes. If you do not advise us of changes to your address, correspondence and notices 
will continue to be sent to the address specified above. 
 
Disclosure Log 
 
Please note that information released under FOI Act may be published in a disclosure log on 
the department's website. Section 11C of the FOI Act requires this publication, however it is 
subject to certain exceptions, including where publication of personal, business, professional 
or commercial information would be unreasonable. 
 
Exclusion of junior department employee details 
 
The department is working towards ensuring that all employees have a choice about whether 
they provide their full name, personal logon identifiers and direct contact details in response 
to public enquiries. Where such details are included in the scope of a request, this may add 
to processing time and applicable charges as it may be necessary to consider whether the 
details are exempt under the FOI Act. On this basis, unless you tell us otherwise, we will 
assume that these details are out of scope of your request and they will be redacted under 
section 22 of the FOI Act. 
 
Further assistance 
If you have any questions please email xxx.xxxxx.xxxx@xxxxxxxxxxxxx.xxx.xx. 
 
 
 
 
Yours sincerely 
 
 
Authorised Decision Maker 
Freedom of Information Team 
FOI and Litigation Branch | Legal Services Division  
Department of Human Services 
 
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Department of Human Services