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whats the point of even having staff?

Debt amount: 
Date debt issued: 
Monday, 8 January 2018
Has your case been referred to a collection agency?: 
Payment Type: 
Appealing Debt?: 
Tell us about your debt and how has this affected you? e.g. anxiety levels, financial and accommodation stress: 

The debt claim happened in the middle of an exam period, and no job.

It resulted in my partner and I splitting up and I was forced to move back to QLD and live at home with my Dad.

How do you feel about the way the Government has handled this process?: 

It was very anxiety inducing and they aren't very efficient at processing these claims so they come out of nowhere at the most unexpected time.

I really don't understand why they have a 1 shoe size fits all approach, if you don't fill a certain criterium to x value, they are unable to use discretion or common sense when trying to understand your concerns.
Which makes me wonder why they don't just replace everyone who works there with an online web service, computer, tablet or robot.

If these people can't apply discretion on a case by case basis then whats the point of even having staff?

My debt happened because while I was receiving income, I was living with my partner who, at the time, was earning over the threshold. Unfortunately she never disclosed her true income to me, due to mistrust, so I was unable to inform centrelink. But when they finally cut off my payments and asked for my partner's income details, which was 12 months later, they requested that I pay back everything I had received for this period. It was a really bad set back. Lost my partner, was broke, couldn't afford rent, didn't have time to find a job, and basically ate rations and canned food out of the cupboard, until I was able to move back home.