Services to support parents
CSA... putting your children first.
What does the Child Support Agency do?
The Child Support Agency (CSA) helps ensure children can rely on their parents for the financial and emotional support necessary for their well being. We have more than 4000 staff across the country providing support and assistance to around 1.5 million parents, including calculating, collecting and transferring child support payments for the benefit of more than 1.1 million children. We also offer products, services and referrals to assist parents during and after separation.
What is the Child Support Scheme?
The Child Support Scheme seeks to put children first. It is designed to ensure that both parents contribute to the ongoing costs of raising their children after they separate. The Scheme applies to all separated parents regardless of the type or length of their relationship. The basic functions of the Scheme are to calculate how much a parent should pay to the other parent to assist in maintaining the child/ren and to make sure that those amounts are paid. These payments are called ‘child support’.
Help with more than just child support
Separation can be a difficult and confusing time. CSA talks to separated parents every day and understands there’s a lot going on in their lives. Although our job is to assist with child support arrangements, we can also provide support with many other aspects of separation.
Information to support parents
Free publications and products
Getting Started
New and existing CSA customers can read about the options and choices available as well as the methods of paying and collecting child support. It guides customers through setting up child support arrangements and dealing with other aspects of separation.
Me and My Kids
Practical ideas for separated parents on developing and maintaining relationships with your kids after separation – particularly for parents who spend much of their time away from their children.
Me and My Money
Addresses the challenges that arise around money issues following separation. Includes hints and tips on stretching your dollar further.
What About Me?
Helping separated parents with emotional issues such as anxiety and has suggestions and resources for dealing with them.
Me, My Kids and My Ex
Provides helpful tips and hints on reducing conflict and building a workable relationship with the other parent, for the benefit of the kids.
Me and My Changing Family
Deals with the issues that affect separated families when parents re-partner. Includes tips on building healthy relationships after separation.
Me and My Series: audio books
Developed with Vision Australia specifically for the vision impaired, the Me and My series is available online as chapter by chapter ‘pods’ for download and replay on home computers and portable MP3 players.
Dealing with Separation CD-Rom
An interactive CD-ROM where real people in real situations share their experiences, tips and tools about navigating their way through separation.
Family Separation: a guide for teens
Developed in consultation with teenagers, parents and CSA stakeholders to help young people cope with family separation and change. Provides hints and tips with key contacts for support services. You can also visit our youth site at www.youth.csa.gov.au
Programs and services
A workplace program for separated mums and dads delivered by independent service providers in the workplace and paid for by employers. This affordable program addresses issues such as how to stay involved with children when living apart, the importance of taking care of yourself, and developing and maintaining a workable relationship with the other parent. Employers who are interested in obtaining significant productivity benefits from Staying Connected can contact CSA at stayingconnected@csa.gov.au
Community Information Sessions
CSA conducts information sessions along with legal, financial and parenting groups within the community and often Medicare and Centrelink. These sessions provide information about the Child Support Scheme and help parents examine their options and make choices about the financial and social wellbeing of their children.
These sessions are free and everyone is welcome. For more information or to find out the next session near you, call CSA on 131 272 or visit www.csa.gov.au
"Community Information Sessions are free and everybody is welcome"
Self-help tools
www.csa.gov.au
The CSA website www.csa.gov.au provides comprehensive information, forms and free publications for separated parents, community service providers, employers, people from non-English speaking backgrounds and legal professionals. There are also links to other government and non-government resources. There are a number of useful tools on the website to help parents make better informed decisions about their child support responsibilities.
Some of these include:
- A child support calculator and budgeting tool.
- Self-help quiz.
- Community Services Directory - an online guide to support services in your local area.
- The Guide - child support legislation in plain English.
- Translation facility - converts the site to 28 languages.
CSAonline: service choices for you
The CSAonline service allows existing CSA customers to do a range of business online in a secure environment. You can receive correspondence and statements and lodge a number of forms and transactions like change of care, address and income estimates.
To set up your CSAonline account, simply visit www.csa.gov.au.
How to contact us
General enquiries
For help or information about child support.
131 272*
www.csa.gov.au
CSA Info Service
An automated telephone service for payees for quick account enquiries and
general information.
131 107*
Free CSA booklets and products
Helpful information products for parents.
1800 040 972
Change of Assessment
For help and information for parents going through the Change of Assessment process.
131 141*
Complaints Service
For parents who have a complaint
132 919 * or free fax 1800 062 610
Telephone Interpreting Service
For parents who speak a language other than English.
131 450 *
National Relay Service (NRS)
For parents who are deaf or have a hearing impairment.
133 677 * and quote 131 272 *
CSA Teletypewriter (TTY)
This is an alternative option to using the NRS where both the customer and a CSA officer communicate through a TTY.
1800 631 187
Fraud tip-off line
The Australian Government Services Fraud tip-off line is a telephone service for people wanting to report suspected fraud against CSA, Centrelink, Medicare or the Pharmaceuticals Benefits Scheme.
131 524 *
*(Local call charge. Mobile and public phones extra)
Are you ringing from overseas?
When calling CSA from outside of Australia you first need to dial your country's relevant international dialling code. This can vary from country to country and even between states, provinces and territories. If you are unsure what this number is for your region, contact your local telephone service provider.
To contact CSA from outside Australia dial: Your international dialling code XXXX + 61 + 131 272.
| General enquiries | +61 131 272 |
| Overseas cases team | +61 3 6216 0864 |
| Freecall from NZ | 0800 440 953 |
CSA's new Customer Service Commitment
CSA has developed a new Customer Service Commitment that outlines what you can expect from us and the guiding principles we use to support the delivery of quality customer service to you.
You can expect we will:
- help you to manage your choices
- work with the individual circumstances of both parents
- do what we say
- make it easy for you to deal with us
- be trained and motivated to help you
- seek your feedback to help us do better
- respect your privacy.
These principles are the foundation that will drive our customer service excellence, to ensure you can make informed decisions, get in touch with services you need, contact us easily, and have your needs understood.
We're also committed to working with you to help us do better. To see the full Customer Service Commitment, visit www.csa.gov.au
CSA1235.11.07
