Extract from The Guardian
Automated systems labelled ‘heartless’ as email and text notifications ruin holiday
It was some way to start Christmas morning – a message telling Irina that her parenting payment had been suspended.
“I am the only person my child has,” the single mother of a five-year-old daughter said, “and she’s looking to me on Christmas morning to take the lead and I’m just sitting there with tears streaming down my face.”
Welfare payments are brought forward each Christmas to avoid any mishaps while Centrelink and job service providers are closed.
But this year some have reported getting text messages or emails telling them their payments were suspended for failing to complete their mandatory work-for-the-dole or ParentsNext activities, which the recipients said should have been cancelled or rescheduled. At least one message seen by Guardian Australia was received at 9am on Christmas Day.
The suspensions – which are automated – came despite the fact that
the majority of job service providers were required by the department to
review appointments booked during this period and cancel them where
appropriate.“I am the only person my child has,” the single mother of a five-year-old daughter said, “and she’s looking to me on Christmas morning to take the lead and I’m just sitting there with tears streaming down my face.”
Welfare payments are brought forward each Christmas to avoid any mishaps while Centrelink and job service providers are closed.
But this year some have reported getting text messages or emails telling them their payments were suspended for failing to complete their mandatory work-for-the-dole or ParentsNext activities, which the recipients said should have been cancelled or rescheduled. At least one message seen by Guardian Australia was received at 9am on Christmas Day.
The department also said it had automatically lifted any outstanding payment suspensions so “any new payment suspension that occurred in the few days prior to Christmas, would also be lifted”.
She told Guardian Australia she then got a text on Boxing Day telling her to contact her provider about her suspension, despite the fact it will be closed until 2 January.
Irina’s next payment is due on 2 January, the same day rent for public housing will be automatically deducted.
“It felt like a slap in the face to be cut off so ruthlessly on Christmas Day,” said Irina, who did not want her surname used.
“I’ll have to suspend all direct debits, risk being kicked out of the house, risk electricity being cut off … I can approach Salvos and Foodbank for help but how ridiculous that now I have to spend time doing all this.”
Generally, people can only have their payments restored by “re-engaging” with their provider, most of whom are closed between 24 December and 1 January. Centrelink is shut from 25 to 27 December and on 1 January. Irina said on Friday, four days after her payment was suspended, that it had been restored. She was not sure how this had happened.
One Newstart recipient told Guardian Australia they had received a text at 9am on 25 December telling them their payment had been suspended for failing to attend a work-for-the-dole activity on Christmas Eve. The person said they understood they were not obliged to meet these requirements during the Christmas period.
A second person receiving Newstart allowance reported receiving a text saying they did not need to do their work-for-the-dole activities over Christmas, followed by a text notifying them of a suspension.
Earlier this month Jobs Australia – which represents non-profit employment agencies – called for the government to immediately remove welfare compliance measures for people like Irina, who are forced to take part in ParentsNext.
Jeremy Poxon, a spokesman for the Australian Unemployed Workers’ Union, told Guardian Australia the digital compliance system “has a dismal record of failure – and these ‘errors’ continue to unfairly punish and burden social security recipients”.
“Our automated decision-making systems are cruel and heartless. They place all burden and responsibility on social security recipients, who – instead of receiving proper care and support – must constantly ‘please’ algorithms and ‘justify’ their receipt of income support.”
A spokeswoman for the Department of Jobs and Small Business told Guardian Australia on Thursday it had “received a handful of calls in relation to payment suspensions occurring today”.
“The department has confirmed that all callers have or will receive their payment as per their usual pay date.”
The spokeswoman added that the department had “automatically lifted any outstanding payment suspensions for all jobseekers in Jobactive, DES, ParentsNext and CDP”.
She said any “jobseeker impacted during this period, whose provider is closed, should contact” the national customer service line.
Irina said on Friday, four days after her payment was suspended, that it had been restored, although she was not sure how this had happened.
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