CSA's online guide to administration of the new child support scheme
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Our Commitment to You
This statement outlines what you can expect from us and the guiding principles we use to support the delivery of the Government's Child Support Scheme.
CSA supports separated parents to transfer payments for the benefit of their children and works with government, community and private organisations.
We aim to:
- Encourage shared parental responsibility
- Ensure child support is paid in full and on time
- Give you options for transferring child support payments
- Connect you to support services that suit your needs
Customer Service Commitment
We help you to manage your choices by:
- Keeping you informed about changes to your child support
- Giving you information so you can make informed decisions
- Helping you to get in touch with other services that are tailored to meet your needs
We work with the individual circumstances of both parents by:
- Listening to you
- Considering relevant information from both parents when making decisions
- Working with you to understand your needs
We do what we say by:
- Working with you to get a result
- Providing you with realistic time frames and sticking to them
- Explaining to you what we are doing and why
We make it easy for you to deal with us by:
- Giving you a number of ways for you to contact us
- Offering a range of services
- Making every effort to resolve your enquiry without passing you on to someone else
- Giving you information that is easy to understand
- Providing forms that are simpler to use
- Giving you a receipt number so you have a record of your interactions with us
- Treating you with courtesy and respect
We are trained and motivated to help you by:
- Having staff who have the capability and willingness to meet your needs
- Taking care that our personal values and beliefs don’t influence our interactions with you
We seek your feedback to help us do better by:
- Encouraging you to tell us what you think about our service
- Taking notice of what you tell us
- Involving you in improving our service
We will respect your privacy by:
- Protecting your personal information in accordance with the law
You can help by:
- Letting us know quickly when your circumstances change e.g. your income, your address, your family situation and care arrangements
- Having your customer reference number ready when you call so we can give you faster service
- Keeping track of your call receipt numbers so we can promptly assist you
- Contacting us when you're unsure about your rights and obligations
- Treating us with courtesy and respect
- Continuing to support your children financially and emotionally, especially by paying your child support on time, in full
Useful contacts: *
General enquiries
131 272
www.csa.gov.au
CSA Complaints Service
132 919 or free fax
1800 062 610
Change of Assessment
131 141
Free self-help booklets
1800 040 972
Family Relationship Advice Line
1800 050 321
CSA Info Service
(Automated service for your account enquiries)
131 107
Commonwealth Ombudsman
1300 362 072
CSA Fraud Prevention Team
1800 004 352
Fraud tip-off line
131 524
Teletypewriter (for hearing impaired people)
1800 631 187
National Relay Service (for hearing impaired people)
133 677 and quote 131 272
Telephone Interpreting Service
131 450
Are you ringing from overseas?
General enquiries
+61 131 272
Overseas cases team
+61 3 6216 0864
Freecall from NZ
0800 440 953
Do you need interpreting help?
If you don’t speak English and need help from CSA, ring the Telephone Interpreting Service on 131 450.
* Calls to '13' numbers from fixed lines can be made within Australia for not more than the cost of a local call (call charges may vary depending on the phone service provider). Calls to '1800' numbers from fixed lines are free. Calls to 13 and 1800 numbers from mobiles may be charged at a higher rate.
