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9.2 Helping people to meet their obligations

To improve the accuracy of payments, the department undertakes a range of activities and strategies to educate and assist people in meeting their obligations. The department also provides support to those who have mistakenly not met their obligations.

The department works with people at important life events, such as when they start new employment, move house or commence studies. This contact from the department helps people to ensure their information is up to date so they receive their correct payment. The department may contact people by calling, writing or sending an SMS message.

For example, the Current Earnings Confirmation reviews are aimed at ensuring customers are receiving the appropriate payment as well as the correct amount. They are designed as an early intervention to reduce the risk of a customer incurring a debt.