Changes and decisions
Payment decisions, debts and reviews
Understand explanation, review and complaint routes, and ask about repayment help while a decision is checked.
Read the decision and act promptly
If a payment is refused, reduced, cancelled or becomes a debt, keep the decision letter and note when you received it. Read the reasons, the evidence used and the stated review rights. Deadlines depend on the payment and decision; do not assume another family's timeframe applies.
Contact the administering service if something is unclear. Ask whether the issue is missing information, an incorrect care or income record, eligibility, recovery of a debt or a calculation. Tell the service about any safe-contact or accessibility needs.
Choose an explanation or formal review
You can ask Centrelink for an explanation. If you understand the decision but disagree, you can request a formal review without first asking for an explanation. These services are free.
An authorised review officer considers the facts, law and policy and tells you the outcome. Keep relevant evidence and explain what you believe is wrong. An ordinary complaint about service is a different process; ask whether you also need a review to protect your rights.
FTB, CCS and other payments can have special review limits. Check the decision-specific guidance promptly. A late request may affect whether a decision can be reviewed or how far a changed entitlement can be backdated.
If the decision involves a debt
Ask for the basis and period of the debt and whether the information used is correct. You can ask Centrelink to pause repayments while an explanation or formal review is underway. A review request is not a guarantee that every recovery action has stopped; confirm the arrangement.
If repayments are unaffordable, contact the debt service about your circumstances and seek free financial counselling. Keep repayment and review correspondence. Do not ignore a new demand simply because another matter is being considered.
Child support and further review
Child Support has its own objection process and differing rules for care decisions. Read its notice and ask what evidence and deadline apply. Some decisions require another route.
Review proceedings can involve sharing information with the other parent. Explain safety concerns before providing sensitive documents. If you disagree with the formal outcome, an Administrative Review Tribunal or legal route may apply. Use the outcome letter and seek advice rather than assuming every decision goes directly to a court.
- Keep copies of evidence and submission confirmations.
- Ask for an interpreter or help making the request if needed.
- Separate the review of a decision from any immediate hardship support you need.
Your next step
Use the official links above, or find local services in your state.
Sources for this guide
- Services Australia: explanations and formal Centrelink reviews (external website) Reviewed 5 October 2026
- Services Australia: FTB review limits (external website) Reviewed 5 October 2026
- Services Australia: child-support objections (external website) Reviewed 5 October 2026
Related guides
Wording reviewed 5 October 2026. Numerical rules have separate verification dates on Sources and updates.