Our strategic direction

The Child Support Agency's new strategic focus is on supporting separated parents in taking joint responsibility for their children. We are seeking to substantially change our services and products in order to transform customer experiences. Our vision and mission reflect our new strategic focus, and our five new goals help drive our service priorities.

Our Vision...for the future



Children can rely on their parents for the financial and emotional support necessary for their wellbeing.

CSA's vision recognises our commitment to shared parental responsibility. To provide the best possible support to all our customers, CSA is working closely with all areas of the government, community and private industry service providers.

Our Mission...our reason for being



To support separated parents to transfer payments for the benefit of their children.

CSA's mission is our reason for being. The mission emphasises how we are supporting separated parents to make their child support payments. Our mission recognises our role in building shared parental responsibility for financial support, not just collecting money.

CSA's goals



  1. Improved collection
    More money for more kids - drives us towards a model that supports our customers to resolve their financial and emotional issues by connecting them to the right people. This goal also supports us to apply our very effective debt collection strategies to those customers that do not accept their responsibility and are not willing to pay.

  2. Customer service excellence
    Transform our customers' experience - reflects a stronger focus on quality service with an emphasis on relationship management. It's about treating people as people; matching our customers to the services they need.

  3. Effective stakeholder relations and engagement
    From consultation to engagement - highlights the critical role our stakeholders play in supporting separated parents to meet their emotional and financial responsibilities. This goal seeks to encourage CSA and its stakeholders, including government, community and private industry, to take a collaborative approach to supporting separated families.

  4. Informed customers and community
    Aware and knowledgeable customers - recognises that the broader community and customers who are well informed, motivated and engaged, actively support separated families to meet their financial and emotional responsibilities. This goal focuses CSA on delivering accurate and consistent information in the right form, at the right time, delivered through and with a trusted source.

  5. Excellence in service delivery capability
    Our foundation for a better CSA - reflects our strong belief that CSA can only be successful in its other goals if we lead and develop our people for the future. CSA's preferred culture is around people and relationships.

Read the Child Support Agency's The Child Support Program Plan 2009–13

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