Information and services to support separated families
What does the Child Support Agency do?
The Child Support Agency (CSA) supports separated parents to transfer payments for the benefit of their children. We have more than 4000 staff across the country helping around 1.5 million parents calculate, collect and transfer child support payments to benefit 1.1 million children. We do this by administering the Child Support Scheme.
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 amounts are paid. These payments are called ‘child support’.
Help with more than just child support
Separation can be a difficult and confusing time. The CSA talks to separated parents every day and understands there is a lot going on in their lives. Although our job is to assist with child support arrangements, we put parents in touch with products and services that can help them during and after separation.
Information to help separated families
Free publications and products
The CSA has a variety of free products to help families deal with separation. Most are also available in Spanish, Chinese, Vietnamese, Arabic and Turkish, and also as MP3 files online. Download or order them through the website www.csa.gov.au or by calling us on 1800 040 972.
The Parent’s Guide to Child Support
The Parent’s Guide to Child Support is a reference guide for separated families about their child support options and choices. It provides parents with useful information about the Child Support Scheme, the range of services we offer and parents’ rights and responsibilities.
Me and My Kids
Practical ideas for separated parents on developing and maintaining relationships with their 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 to help parents stretch their dollar further.
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.
What about me?
Covers the importance of emotional wellbeing both during and after separation and how parents can better cope with change.
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
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 youth.csa.gov.au
A kid’s guide to changing families
An interactive game on CD–ROM that provides children aged 12 years and under, with practical information to help them cope with family separation and their emotions during this time. The product aims to reassure children that they are not alone, that what they are thinking or feeling is okay and, most importantly, that their parent’s separation is not their fault.
Our family’s changed
A story/activity book about family separation and the associated emotions and changes for younger children and their parents. The book encourages younger children to ask questions and talk about how they are feeling or what they are thinking.
It’s not about the money. It’s about the kids.
A DVD for separated Indigenous parents and carers. It gives information on the CSA, a parents rights and responsibilities under the Child Support Scheme and the concept of shared parental responsibility.
My family is separating – what now?
This website provides families with information on a range of support products and services available to help with the emotional, financial and legal issues that families may face during separation. Visit familyseparation.humanservices.gov.au
Support services
Parent Support Service
The CSA can connect parents to a free professional and confidential telephone counselling service that helps parents who may be in emotional distress or having difficulties coping with their current situation. The Parent Support Services can provide counselling services (including crisis counselling), information about available options and referrals to local support services. A CSA Customer Service Officer can transfer parents to this service for immediate telephone counselling and support. For more information call 131 272*.
*Call charges apply
Family Relationships Advice Line
The Family Relationships Advice Line is a national telephone service assisting families affected by relationship or separation issues. The Advice Line provides information on family relationship issues and guidance on parenting arrangements after separation. It also offers referrals to local services that can provide assistance. The Family Relationship Advice Line is available from 8 am to 8 pm, Monday to Friday, and 10am to 4pm on Saturday (local time), exclusive of national public holidays.For more information call 1800 050 321.
Self–help tools
www.csa.gov.au
The CSA website www.csa.gov.au provides 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 and useful tools to help parents make better informed decisions about their child support responsibilities.
Some of these include:
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 including 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 receiving parents 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 *
Fax(free of charge)
1800 062 610
Telephone Interpreting Service
For parents who speak a language other than English.
131 450 * (between 8.30am and 4.45pm (local time), Monday to Friday)*
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*
Overseas cases team
+61 3 6216 0864*
Freecall from NZ
0800 440 953
The CSA’s Customer Service Commitment
The CSA’s Customer Service Commitment 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
CSA1235.01.24