Your rights and responsibilities
We want to make sure you get the best possible service when you deal with us. This is a guide to what you can expect from us and what we expect from you. It also tells you what to do if you are not happy with our service or a decision we have made.
Our Service Charter
Your rights and what you can expect from us. It also says how you can help us provide you with a better service.
Making a complaint
If you are not happy with the service you have received from us you can make a complaint.
Asking for a review of decision
If you are unhappy with a decision we have made about your income support, you can ask us to review the decision.
Asking for a Medical Appeals Board hearing
If we have declined or cancelled your Child Disability Allowance, Invalid's Benefit or Sickness Benefit based on a decision made by a medical professional and you don't agree with the decision, you can ask for a review of the decision of the medical professional.
Having someone help you
You may like someone to help you or act on your behalf.
Relationships and income assistance
A guide to how we decide if you are in a relationship and things you need to know about relationships when you're getting income assistance.
Your responsibilities
You must be honest about your personal situation and tell us straight away if anything changes. If not, you could miss out on extra payments – or end up with a debt to pay back.