Part 4 Financial statements 2003–04resources.fahcsia.gov.au/annualreport/2004/_lib/pdf/facs_ar_financia… · CAP Crisis Accommodation Program CBD central business district

Part 4 | Financial statements 2003–04

Financial statements

FaCS I Financial statements 341

Report by the Auditor-General 343

Statement by the Secretary and Chief Financial Offi cer 345

Statement of fi nancial performance 346

Statement of fi nancial position 347

Statement of cash fl ows 348

Schedule of commitments 349

Schedule of contingencies 351

Schedule of administered items 352

Notes to and forming part of the fi nancial statements 357

Summary of signifi cant accounting policies 358

Adoption of AASB Equivalents to International Financial Reporting Standards from 2005–2006 367

Events occurring after balance date 369

Operating revenues 370

Operating expenses 371

Borrowing costs expense 372

Financial assets 372

Non-fi nancial assets 373

Interest bearing liabilities 379

Provisions 379

Payables 380

Equity 381

Cash fl ow reconciliation 383

Contingent liabilities and assets 383

Executive remuneration 384

Remuneration of auditors 384

Average staffi ng levels 384

Contents | Financial statements

342 FaCS Annual Report 2003–04 I Volume 2

Financial instruments 385

Revenues administered on behalf of government 389

Expenses administered on behalf of government 389

Assets administered on behalf of government 391

Liabilities administered on behalf of government 392

Administered reconciliation table 393

Administered contingent liabilities 393

Administered investments 393

Administered fi nancial instruments 394

Appropriations 398

Comcare accounts 413

Specifi c payment disclosures 413

Reporting of fi nancial outcomes 414



















FaCS I Financial statements 355FaCS I Financial statements 355


356 FaCS Annual Report 2003–04 I Volume 2356 FaCS Annual Report 2003–04 I Volume 2














FaCS I Financial statements 365FaCS I Financial statements 365

















































































Glossary

Administered items Expenses, revenues, assets or liabilities that agencies administer on behalf of the Commonwealth. Administered expenses include grants, subsidies and benefi ts.

Average staffi ng level(s) (ASL) ASL is the average number of employees receiving salary/wages (or compensation in lieu of salary/wages) over a fi nancial year, with adjustments for casual and part-time employees to show the full-time equivalent.

Customers Recipients of social support payments or outputs.

Competitive tendering The process by which agencies call for offers to perform a service from internal and external bodies, including the private sector and other departments and agencies, in an open and transparent competitive environment.

Departmental Assets, liabilities, revenues and expenses directly controlled by agencies.

Departmental outputs Four common ‘departmental’ outputs are reported for each of the ten output groups. Broadly, these outputs are the direct product of the policy, management and administrative functions of FaCS.

Effectiveness The extent to which actual outcomes are achieved, in terms of the planned outcomes, via relevant outputs, programs or administered expenses. The effectiveness of an output or program should be distinguished from its effi ciency, which concerns the adequacy of its administration.

FaCS Department of Family and Community Services including Child Support Agency.

FaCS core Department of Family and Community Services excluding Child Support Agency.

Governance Method or system of government or management of the organisation.

Outcomes Results, impacts or consequences of actions by the Commonwealth on the Australian community. Outcomes are the results or impacts that the Government wishes to achieve. Actual outcomes are the results or impacts actually achieved.

Glossary 419


Outputs The goods and services produced by agencies on behalf of Government for external organisations or individuals. Outputs include goods and services produced for other areas of Government external to the agency.

Output groups The aggregation based on homogeneity, type of product or benefi ciary target group, of outputs. Aggregation may also be needed for the provision of adequate information for performance monitoring; or based on a materiality test.

Performance The profi ciency of an agency in acquiring resources economically and using those resources effi ciently and effectively in achieving outcomes.

Performance indicators Qualitative and quantitative factors of an output which provide a framework for assessing performance where direct causal links are not obvious and changes in performance are diffi cult to measure directly. Performance indicators are published in the Portfolio Budget Statement.

Performance information Evidence about performance that is collected and used systemically. Evidence may relate to effectiveness or effi ciency. It may be about outcomes, factors that affect outcomes, and what can be done to improve them. Performance information is the actual results in terms of performance indicators.

Performance measures A more precise measure than indicators. Performance measures relate to outcomes, outputs, third party outputs and administered items. They are used when there is a direct causal link between an intervention and a measurable change in performance.

Portfolio Budget Statements Statements prepared by portfolios to explain the budget appropriations in terms of planned Government outcomes.

Price The amount the Government or the community pays for the delivery of agreed outputs. The total of all prices aggregates to equal total expenses.

Quality Relates to the characteristics by which customers or stakeholders judge an organisation, product or service. Assessment of quality involves use of information gathered from interested parties to identify difference between users’ expectations and experiences.

Quantity Size of an output. Count or volume measures. How many or how much.

Strategies Groups of activities to produce outputs required to achieve planned outcomes. Strategies usually comprise several activities and outputs.

List of acronyms and initialisms

A/g acting

ABS Australian Bureau of Statistics

ACCAP Australian Council for Children and Parenting

ACROD National Industry Association for Disability Services

AHURI Australian Housing and Urban Research Institute

AICCA Aboriginal and Islander child care agency

AIFS Australian Institute of Family Studies

ANAO Australian National Audit Offi ce

ANTS A New Tax System

ANZSOG Australian and New Zealand School of Government

APS Australian Public Service

APSC Australian Public Service Commission

ARC Australian Research Council

ARHP Aboriginal Rental Housing Program

ARIA Accessibility/Remoteness Index of Australia

ATSIC Aboriginal and Torres Strait Islander Commission

ATSIS Aboriginal and Torres Strait Islander Services

Auslan Australian sign language

AUSTRAC Australian Transaction Reports and Analysis Centre

AWA Australian workplace agreement

AWT Australians Working Together

BA Bereavement Allowance

BAF Business Assurance Framework

BARAC Business Planning and Resource Allocation Committee

BSRIG Business Services Review Implementation Group

CAEPR Centre for Aboriginal Economic Policy Research

List of acronyms and initialisms 421


CAP Crisis Accommodation Program

CBD central business district

CCB Child Care Benefi t

CDAC Career Development Assessment Centre

CDEP Community Development Employment Project

CDS Commonwealth Disability Strategy

CFCP Commonwealth Financial Counselling Program

CHAS Clients Having a Say

CHFA Community Housing Federation of Australia

CHINS Community Infrastructure Needs Survey

CHIP Community Housing and Infrastructure Program

COAG Council of Australian Governments

CPI Consumer Price Index

CPSU Community and Public Sector Union

CRF Consolidated Revenue Fund

CRV collaborative research venture

CSA Child Support Agency

CSHA Commonwealth–State Housing Agreement

CSHC Commonwealth Seniors Health Card

CSTDA Commonwealth State Territory Disability Agreement

CTC competitive tendering and contracting

DSG Disability Stakeholder Group

DSP Disability Support Pension

DVA Department of Veterans’ Affairs

EBC Executive Budget Committee

EDI Early Development Index

EDMS Electronic Document Management System

EIP Early Intervention Parenting

EMS environmental management system

FaCS Department of Family and Community Services

FAMQIS Family Quality Information Strategy

FAO Family Assistance Offi ce

FCNI Family and Community Networks Initiative

FDCQA Family Day Care Quality Assurance

FHBH Fixing Houses for Better Health

FHPEIP Family Homelessness Prevention and Early Intervention Pilot

FIS Financial Information Service

FLW Family Liaison Workers

FMA Act Financial Management and Accountability Act 1997

FOFMS FaCS Online Funding Management System

FOI freedom of information

FRE Family Relationships Education

FRSP Family Relationships Services Program

FTB Family Tax Benefi t

GBP Good Beginnings Prototype

GRI Global Reporting Initiative

GST Goods and Services Tax

HHC Health Care Card

HIC Health Insurance Commission

HILDA Household, Income and Labour Dynamics in Australia

HOME Household Organisational Management Expenses

HPCR Harm Prevention Charities Register

ICC Indigenous Coordination Centre

ICCP Indigenous Community Coordination Pilot

ICT information and communication technology

ICYS Innovative Collaborative Youth Servicing

IDC Intensive Debt Collection

IPFWB Indigenous Parenting and Family Wellbeing

ISO International Organization for Standardization

IST in-service training

JET Jobs, Education and Training

JETCC Jobs, Education and Training Child Care



JPET Job Placement, Employment and Training

LDS Longitudinal Data Set

LSAC Longitudinal Study of Australian Children

LSIC Longitudinal Study of Indigenous Children

MAA Mature Age Allowance

MAPS Men’s Advocacy and Practical Strategies

MFR Men and Family Relationships

MHBH Maintaining Houses for Better Health

MTAWE Male Total Average Weekly Earnings

NFCV National Family Carers Voice

NICRI National Information Centre on Retirement Investments

NIDS National Illicit Drugs Strategy

NMG Network Management Group

NOHSC National Occupational Health and Safety Commission

NOIE National Offi ce for the Information Economy

NSA Newstart Allowance

OHS Occupational Health and Safety

OOF Outcomes and Outputs Framework

OSHCQA Outside School Hours Care Quality Assurance

PA Partner Allowance

PAES Portfolio Additional Estimates Statements

PBS Portfolio Budget Statements

PCC Pensioner Concession Card

PES Pensioner Education Supplement

PIT parental income test

PMIO Project Management Integration Offi ce

POLIS Parents on low income study

PPP Parenting Payment (Partnered)

PPS Parenting Payment (Single)

PSP Personal Support Programme

QA quality assurance

QIAS Quality Improvement and Accreditation System

R&A resource and advisory

RAAC Risk Assessment and Audit Committee

RCC rural call centre

REACH Responding Early Assisting Children

SAAP Supported Accommodation Assistance Program

SES senior executive service

SFSS Student Financial Supplement Scheme

SHSP Social Housing Subsidy Program

SIRCA Securities Industry Research Centre of Asia–Pacifi c

SIRP Sugar Industry Reform Program

SNSS Special Needs Subsidy Scheme

SpB Special Benefi t

SPEAR Social Policy Evaluation, Analysis and Research Centre (Australian National University)

SPP specifi c purpose payments

SPRC Social Policy Research Centre (University of New South Wales)

SPRS Social Policy Research Services

SSAT Social Security Appeals Tribunal

STO state and territory offi ce

TBL triple bottom line

TFR total fertility rate

TILA Transition to Independent Living Allowance

WA Widow Allowance

YA Youth Allowance

YAS Youth Activities Service



Compliance index

The annual report is prepared in accordance with the Requirements for Annual Reports approved by the Joint Committee of Public Accounts and Audit under subsections 63(2) and 70(2) of the Public Service Act 1999. This index refers to mandatory reporting items.

Description Volume/Page

Letter of transmittal V1/iii

Table of contents V1/v

V2/iii

Index V1/83

V2/426

Glossary V2/419–420

Contact offi cer(s) V1/ii

V2/ii

Internet home page address and Internet address for report V1/ii

V2/ii

The Year in review

Secretary’s introduction – review by departmental Secretary V1/4–8

Departmental overview

Overview description of Department V1/11–18

Role and functions V1/11–18

Organisational structure V1/21–23

Outcome and output structure V1/21–23

Where outcome and output structure differs from PBS format,details of variation and reasons for change Nil to report

Portfolio structure V1/19–20

Report on Performance

Review of performance during the year in relationto outputs and contribution to outcomes V2/3–219

Actual performance in relation to performance targetsset out in PBS/PAES V2/3–219

Performance of purchaser/provider arrangements V2/265–272

Where performance targets differ from the PBS/PAES,details of both former and new targets, and reasons for the change Nil to report

Narrative discussion and analysis of performance V2/3–219

Discussion and analysis of the department’s fi nancial performance V1/24–27 V2/231–233

Summary resource tables by outcomes V2/3–219

Management and Accountability

Corporate governance

Statement of the main corporate governance practices in place V2/223–236

Certifi cation of fraud measures in place V2/234

External scrutiny

Signifi cant developments in external scrutiny V2/245–254

Judicial decisions and decisions of administrative tribunals V2/3–219 (in each Output Group report)

Reports by:Auditor-General V2/249–253Commonwealth Ombudsman V2/247–248Parliamentary Committees V2/261–263

Management of human resources

Statistics on staffi ng V2/289–296

Certifi ed agreements and AWAs V2/294–296

Performance pay V2/294

Assets management

Assessment of effectiveness of assets management V2/231

Compliance index 427


Purchasing

Assessment of purchasing against core policies and principles V2/231

Consultants

Number of consultancy services contracts let and total expenditureon consultancy services V2/231

Competitive tendering and contracting

Competitive tendering and contracting contracts let and outcomes V2/311–314

Absence of contractual provisions allowing accessby the Auditor-General Nil to report

Exempt contracts

Contracts exempt from Purchasing and Disposal Gazette Nil to report

Commonwealth Disability Strategy

Report on performance in implementing theCommonwealth Disability Strategy V2/297–304

Financial statements V2/340–418

Other information

Occupational health and safety V2/241–242

Freedom of information V2/331–333

Advertising and market research V2/305–309

Ecologically sustainable developmentand environmental performance V2/243–244

Discretionary grants V2/329–330

Correction of material errors in previous annual report V2/337–338

Index 429

AAT, see customer rights and obligationsAboriginal and Islander Child Care Agencies (AICCAs),

24, 25, 33Aboriginal and Torres Strait Islander Services, 125Aboriginal people, see Indigenous peopleAboriginal Rental Housing Program, 102, 108–10Above and Beyond, 45abuse of children, see child abuse and protectionACCAP, 22access and choice, 179, 297–303 aged support payments, 214–15 child care, 78, 85 community support, 138 family assistance, 28, 34 Green Corps, 48 housing support, 107, 117 Personal Support Programme, 171 see also community engagement/access; social

justice and equity; targetingaccidents and notifiable occurrences, 241, 242accommodation, see housing and accommodationaccountability and management, 223–85Acme Consulting, 311acquired brain injury, customers with, 192ACROD, 190act of grace payments, 136activity test, 150 activities undertaken, 166, 167Acumen Alliance, 311adequacy aged support payments, 210–11 carer support payments, 200 child support, 73–4 Commonwealth Financial Counselling Program, 30 Commonwealth–State Housing Agreement, 106 disability support payments, 185 labour market assistance payments, 165 Personal Support Programme, 170 youth and student support, 47, 52–3: Reconnect

program, 17

administered items, 6, 92, 144 child care support, 78–9, 82, 83–7 child support, 71, 73–6 community support, 124–6, 129, 130–9 family assistance, 22–4, 26, 27–35 housing support, 101–3, 105, 106–119 labour market assistance, 160–2, 164, 165–72 support for carers, 197, 199, 200–1 support for people with disabilities, 182, 183–93 support for the aged, 205–6, 208, 209–16 youth and student support, 42–4, 46, 47–55administration (defective), compensation for

detriment caused by, 247Administrative Appeals Tribunal, see customer rights

and obligationsAdministrative Arrangements Order, 110Administrative Law Protocol, 245, 246adolescents, see young peopleAdvancement model, CSA, 237advertising and market research, 305–9advocacy services, 178affordability child care, 83–4 housing, 93, 106, 113–14after/before school hours care, 14, 78, 79, 80, 86, 87age, 8–9, 146 Disability Support Pensioners, 187 Indigenous, 9, 94 parents at first birth, 8 rehabilitation services customers, 192 school-leaving, 18 youngest child of working women, 8 see also children; older people; young peopleage discrimination, 207age of retirement, 146–7, 206Age Pension, 146, 157, 206, 208, 210–16 asset valuation reviews, 152 Budget measures, 280 international agreements, 156 random sample surveys, 274, 275

Index


Rent Assistance recipients, 115, 210, 215 reviews and appeals, 219aged people, see older peopleAged Persons Savings Bonus, 208ageing, 8, 146–7agency (certified) agreements, 68, 237, 294, 295, 296AHURI, 113AICCAs, 24, 25, 33amenity aspects of public housing, 107ANAO, 163, 249–53Annual Report 2002–03, 297 statement of material error, 337–8appeals, see customer rights and obligationsappropriations, 6, 92, 144 child care support, 82 child support, 71 community support, 129 family assistance, 26 housing support, 105 labour market assistance, 164 support for carers, 199 support for people with disabilities, 182 support for the aged, 208 youth and student support, 46APS Code of Conduct and Values, 235assets, 151, 152 FaCS, 231 see also means testingAssistance to Carers, 199assistive technology, 240assurance child care support, 80, 86–7, 88, 89 child support, 73, 75 community support, 140, 141: administered items,

131, 132, 134–5 family assistance, 36, 37, 38: administered items,

27, 28–9, 30, 31, 33 housing support, 120, 121: administered items,

107, 109, 112, 117 labour market assistance, 173, 174 support for carers, 202 support for people with disabilities, 188, 193, 194,

195 support for the aged, 209, 217, 218 youth and student support, 49, 56, 57Assurance of Support Scheme, 150ATO, see Australian Taxation OfficeATSIS, 125

Attorney-General’s Department, 152audits, 249–53 CSA business coaching model, 239 internal, 228–9, 312 Parenting Payment (Single) audit, 163Auslan interpreting services, 180, 182AUSTRAC, 277Australia Post, 64Australian Army, 125Australian Capital Territory, 106–9, 116 bushfire victims, 144, 150Australian Council for Children and Parenting, 22Australian Defence Force, 64, 125, 276 rehabilitation and compensation scheme, 154Australian expatriates, 262Australian Federal Police, 280Australian Government Disability Strategy, 179,

297–303Australian Government Privacy Contact Officers’

network, 247Australian Government unmet-need funds, 183Australian Housing and Urban Research Institute, 113Australian Institute of Family Studies, 163, 271Australian National Audit Office, 163, 249–53Australian National University, 44, 163 Centre for Aboriginal Economic and Policy

Research, 99 Social Policy Evaluation, Analysis and Research

Centre (SPEAR), 272Australian Public Service Code of Conduct and Values,

235Australian Public Service Commission, 255Australian Research Council Linkage Grant projects,

272Australian South Sea Islander children, 79Australian Taxation Office, 36, 39, 88 CSA disengagement program, 233 Family Tax Benefit lump-sum payments, 28 data matching, 276 privacy, 245, 246 rezoning of King Island and Furneaux Group of

Islands, 154Australian workplace agreements (AWAs), 238, 294,

295, 296Australians Working Together (AWT) measures, 147,

150, 187Australia’s Demographic Challenges discussion paper,

207

Index 431

Austudy Payment, 42, 46, 47, 276 Budget measures, 19 reviews and appeals, 57, 58Authorised Review Officers, see customer rights and

obligationsaward-based wages, 190awards and recognition, 22, 297, 330 Child Support Agency, 70, 240 Prime Minister’s Awards for Excellence in

Community Business Partnerships, 127, 130

Baby Bonus, 32Bali terrorist attack victims and families, 97–8, 129,

133before and after school hours care, 14, 78, 79, 80, 86,

87benchmarking exercises, 232Bereavement Allowance (BA), 160, 164, 168, 175Better Assessment and Early Intervention measure,

187blind people, 179, 192block grant funding, 188Box Hill CSA office, 233brain injuries, customers with, 192breach penalties, 150, 163 job seekers leaving payment following, 167Breaching Review Task Force, 163Bringing Them Home report, 32Britain, 215, 216Budget measures, 13–19, 97–100, 149–57, 280–1bushfire victims, 144, 150business agreements, see purchasing, funding and

relationship managementbusiness and community partnerships, 94, 124, 127,

129, 130, 329Business Assurance Framework, 278–9business coaching model, CSA, 239business continuity planning, 229, 230, 257business planning, 227–8Business Planning and Resource Allocation

Committee, 223Business Services Review Implementation Group, 190business social responsibility, 127, 130

Canberra bushfires, 144, 150capability development, see education and trainingcapacity Aboriginal Rental Housing Program, 108

community support, 130, 133, 134, 135, 137 disability support, 183, 188–9: rehabilitation

services, 191 family assistance, 27, 30, 31, 33 youth and student support, 48, 49capacity to work, 155, 187Cape York, 96capital to recurrent funding ratio, Aboriginal Rental

Housing Program, 109caption and information services, 179Carer Allowance, 197, 198, 199, 200, 201, 204Carer Allowance (Child), 141, 150, 198, 200Carer Bonus, one-off, 150Carer Payment, 197, 199, 200–1, 203, 204carers, 146, 179, 197–204, 261, 267 foster care, 10 of young people with severe of profound

disabilities, 150, 189cars, FaCS, 243Cartridges 4 Planet Ark, 243case-based funding, 153, 189, 190case plans, SAPP clients with, 117Census of Child Care Services, 81centre-based long day care, 78, 79, 81, 83, 86, 87Centre for Aboriginal Economic and Policy Research

(CAEPR), 99Centrelink, 223 Agent and Access Point Network, 100 Assurance of Support Scheme, transfer to, 150 Budget measures, 150, 151 Call Centre supplementation, 151 child care support delivery, 82, 88 child support service delivery, 71 community support delivery, 141 drought regions, counselling in, 99 Edge expert system, 256 family assistance service delivery, 19, 26, 36, 39:

FTB payments, 28 Financial Information Service, 209, 218 housing support service delivery, 105, 120 income and assets held in trusts and private

companies, 151 information technology, 151, 278 labour market assistance delivery, 164, 173 ministerial and parliamentary services, 261 Personal Advisers, 162 privacy of personal information, 245, 246


program fraud and incorrect payment, 270–1, 277–8, 279–80

Rural Call Centres, 98, 151 Social Security Appeals Tribunal arrangements,

284 support for carers delivery, 199, 202 support for people with disabilities delivery, 182,

187, 194 support for the aged delivery, 208, 215 youth and students service delivery, 46, 57 see also Family Assistance OfficeCentrelink funding, 270 communities are strong, 92: outputs, 105, 141 families are strong, 6: outputs, 26, 46, 71, 88 individuals reach their potential, 144: outputs,

164, 182, 199, 208Centrepay, 127certified agreements, 68, 237, 294, 295, 296charities, 232CHAS, 69Chief Financial Officer, 223, 225Chief Information Office Committee, 255child abuse and protection, 9, 22, 26, 27 Jobs Placement, Employment and Training

Program customers, 49 Transition to Independent Living Allowance, 43,

45, 46, 51, 56child care, 8, 77–90, 314 Aboriginal and Islander Child Care Agencies

(AICCAs), 24, 25, 33 Budget measures, 14, 17 playgroups, 14, 24, 33 Special Needs Subsidy Scheme (SNSS), 17, 79Child Care Access Hotline, 84Child Care Benefit, 14, 78, 82, 83–5, 88child care for eligible parents undergoing training, 78,

80, 82, 85, 86child care support, 77–90, 261, 267Child Care Support Program (Child Care Support

Broadband), 80, 87The Child Care Workforce Think Tank, 80, 81child custody, 10, 61, 66, 262child protect email discussion list, 27child protection, see child abuse and protectionchild support, 11, 59–76, 261, 267 Budget measures, 13child support agreements, 62Child Support Agency (CSA), 6, 11, 13, 59–76

advertising and market research, 308–9 Commonwealth Disability Strategy, 301–3 complaints services, 236 consultants, 231 ethical standards, management of, 235 financial management, 232 freedom of information, 331–3 General Manager, 223, 225 information technology, 65, 230, 233, 257 internal audit, 229 ministerial and parliamentary services, 261 organisational structure, 226 privacy, 246–7 protective security, 230 risk management, 230 staff, 290, 292, 293, 294: non-salary benefits, 296 staff management, 68, 235, 237, 241–2, 302–3 staff training and development, 230, 235, 239–40 strategy and planning, 227–8Child Support Agency (General Employees)

Agreement, 68child support debt collection—additional compliance

activity, 13child support improvements—Support for

Unemployed Parents, 13, 71Child Support Services, 71Child Support Trust Account, 71Childcare Rebate, 82children, 7–9, 146 in child care, 80, 84, 85 with disabilities, 141, 150, 198, 200 Double Orphan Pension, 22, 26, 28, 38 early childhood development, 10, 35 longitudinal studies, 18, 271–2 immunisation, 23, 32, 38 see also families; parenting; young peopleChile, 156CHINS, 110CHIP, 110choice, see access and choice‘Choice and Flexibility in Child Care’, 78, 81, 86, 87CITEC, 312Clarke review, 151classification streams for staff, 289, 291–3client (service) charters, 235, 285client numbers, see quantity indicatorsclient rights and obligations, see customer rights and

obligations

Index 433

client satisfaction, see customer satisfactionClients Having A Say, 69COAG, 99Code of Conduct, 235collaborative research ventures (CRVs), 113combating trafficking in persons, 152committees, 70, 223–5 parliamentary, 10, 61, 261–3Commonwealth concession cards, 124, 129, 131, 141,

200 see also Commonwealth Seniors Health CardCommonwealth Disability Strategy, 179, 297–303Commonwealth Financial Counselling Program, 23,

30, 156Commonwealth Learning Scholarships, 155, 208Commonwealth Ombudsman, 247–8Commonwealth Seniors Health Card, 124, 125, 129,

131, 137 holder numbers, 216 reviews and appeals, 141 Telephone Allowance, 206, 208, 216Commonwealth–State Housing Agreement, 101–2, 103,

105, 106–10Commonwealth State Territory Disability Agreement,

180, 182, 183–93communication, see consultative arrangementscommunities are strong, 91–141Community and Disability Services ministers’

conference, 118community-based care and support, 183–5Community Business Partnership, 94, 124, 127, 129,

130, 329Community Business Partnership National Brokerage

Service, 127community development, 10, 35, 94, 137–9 Family and Community Networks Initiative, 129,

133–4 see also Stronger Families and Communities

StrategyCommunity Development Employment Project

Participant Supplement, 161community engagement/access, 137 CSTDA-funded services customers, 184 Family Homelessness Prevention and Early

Intervention Pilot customers, 111 Reconnect customers, 50community focus, CSA, 63–4community housing, 102, 108–10, 112, 116, 329

Community Housing and Infrastructure Program, 110Community Housing Federation of Australia, 112community information sessions, 64community infrastructure, Indigenous, 110, 134–5Community Infrastructure Needs Survey, 110Community Portal web site, 127community services directory, 63community services organisations, 268–9 CSA visits to, 64community support, 123–41, 261, 267 CSTDA-funded services customers, 184companies (private) and trusts, income and assets

held in, 151company socially responsible policies, 130compensation payments, 251–2, 277 Child Support Agency, 246, 247 fringe benefits extensions, 129, 131 see also ex gratia paymentscompetitive tendering and contracting, 233, 256,

311–14 see also purchasing, funding and relationship

managementcomplaints, 39, 236 Ombudsman, 247–8 privacy, 245, 246 see also customer satisfactioncompliance reviews, 152, 279computing, see information technology; Internetconcession cards, 124, 129, 131, 137, 200 reviews and appeals, 141 travel concessions, 124, 131, 126, 129, 136–7 see also Commonwealth Seniors Health Cardconsultants, 231, 315–27, 337–8consultative arrangements CSA, 75 people with disabilities, 179, 297 Welfare Reform Consultative Forum, 162, 172consultative arrangements with staff, 240, 241, 242 CSA, 68, 240, 241contracts, see purchasing, funding and relationship

managementcorporate governance and performance, 70, 223–36 Social Security Appeals Tribunal, 284corporate health index, CSA, 239corporate services, 233, 267, 312corporate (business) social responsibility, 127, 130Corrs Chambers Westgarth, 312cost


child care support, 87 child support, 72 community support, 139 family assistance, 30, 35 housing support, 117, 119 labour market assistance, 170, 172 private rents paid, 103, 116 support for carers, 201 support for people with disabilities, 193 support for the aged, 217 youth and student support, 55 see also affordabilitycost-benefit analysis, 193Council of Australian Governments, 99counselling and support services, 17, 25, 62, 99 see also financial counselling and planningcourts, 280 CSA cooperation with, 61–2coverage, see take-up/coverage‘Creating Common Wealth’—Youth Enterprise Forum,

10, 329crèches, 78, 80Croatia, 156, 263CRS Australia, 147, 162, 179, 182, 191–3CSA, see Child Support Agency‘Cuba’, 65cultural diversity, see immigrants and people with

diverse backgrounds; Indigenous peopleCurtin University, 193Customer Account, 278customer numbers, see quantity indicatorscustomer rights and obligations, 262, 273–81, 284 aged support payments, 218–19 child care support, 89–90 child support, 69–70 community support, 141 family assistance, 38 housing support, 121 labour market assistance, 152, 174–5 support for carers, 203–4 support for people with disabilities, 152, 187,

195–6 support for the aged, 152, 218–19 youth and student support, 57–8 see also Social Security Appeals Tribunalcustomer satisfaction Child Support Agency, 69, 76 Direct Telephone Support Service, 63

FaCS seniors publications, 207 Green Corps, 48 Jobs Placement, Employment and Training

Program, 49 public housing tenants, 107, 108 Rural Call Centres, 98 Stronger Families and Communities Strategy, 34,

138 Supported Accommodation Assistance Program,

118 see also complaints; customer rights and

obligations; policy advicecustomer (client) service charters, 235, 285

data collection, see research and evaluationdata matching, 152, 276DBM Australia, 312Deacons Projects, 312deaf people, 179, 192debts, 251–2, 275–7, 279–80 child support payments, 13, 65–6 foreign, 154 youth and student support, 18, 51, 57debts waived, 247Deductible Gift Register, 232defective administration, compensation for detriment

caused by, 247Defence Force Income Support Allowance, 151Department of Employment and Workplace Relations,

163, 255, 276Department of Finance and Administration Harm

Prevention Charities Register, 232Department of Health and Ageing, 63Department of Immigration and Multicultural and

Indigenous Affairs, 66, 150, 276Department of the Environment and Heritage, 130Department of the Prime Minister and Cabinet, 10Department of Veterans’ Affairs (DVA) pensioners, 137,

151, 214, 215departmental outputs, 4 child care support, 82, 87–90 child support, 71, 72–6 community support, 129, 139–41 family assistance, 26, 35–9 housing support, 105, 119–21 labour market assistance, 164, 172–5 support for carers, 199, 201–4 support for people with disabilities, 182, 193–6

Index 435

support for the aged, 208, 217–19 youth and student support, 46, 55–8 see also policy advice; purchasing, funding and

relationship management; research and evaluation; service delivery

depression, Sickness allowance customers with, 186deputy secretaries, 223, 225, 227detriment caused by defective administration,

compensation for, 247DGJ Projects Pty Limited, 312direct mail organisations, 305, 308Direct Telephone Support Service, 63Director of Public Prosecutions referrals, 280disabilities, people with, 146, 177–96, 330 child care, 17, 79, 80, 85 children, 141, 150, 198, 200 Commonwealth Disability Strategy, 179, 297–303 employment, 94, 146, 153, 178–9, 180–1, 182,

188–90: CSTDA-funded services customers, 184

FaCS lead state responsibilities, 267 ministerial and parliamentary services, 261 Ombudsman’s complaints about programs for,

247 staff, 240–1 see also carersDisability Access Coordinator, 297disability employment assistance, 147, 153, 178–9,

180–1, 182, 188–90, 329disability service standards, 188Disability Stakeholder Group, 241Disability Support Pension (DSP), 178, 182, 185–7 international agreements, 156, 186 random sample surveys, 274, 275 Rent Assistance recipients, 115 reviews and appeals, 152, 196 voluntary employer reporting, 180 work capacity, 155, 187Disability Supplementary Services, 80Disability Wage Supplement, 196Disadvantaged Area Subsidy, 79disadvantaged areas and communities, 10, 138 child care, 79, 87 Indigenous, 99 see also community development; rural and

remote Australiadisaster recovery plan, 229Disaster Relief Payment, 124, 132

discretionary grants, 329–30diversity, workplace, 240–1, 297 see also social justice and equityDiversity Council, 240divorce, 8 see also child supportdocument management, 249, 256documents maintained, 332–3Dodson, Mick, 18Double Orphan Pension, 22, 26, 28, 38drought-affected regions, 98, 99Drought Assistance Package, 98drugs, 22, 26, 37DVA pensioners, 137, 151, 214, 215dwellings, see housing and accommodation

e-business, 257early childhood development, 10, 35early intervention, 33–4 child abuse prevention, 27 disability employment assistance, 188, 189 Family Homelessness Prevention and Early

Intervention Pilot, 111 Reconnect program, 50 rehabilitation services, 193 Supported Accommodation Assistance Program

(SAAP), 117, 119Early Intervention Parenting (EIP) program, 27earnings, see incomeecologically sustainable development, 243–4Edge expert system, 256education and training, 9, 161, 168 child care for parents undergoing, 78, 80, 82, 85,

86 child care staff, 79, 80 community service organisations’ staff, 64, 209 Corporate Social Responsibility essay

competition, 127 environmental, 42, 46, 48 Family Homelessness Prevention and Early

Intervention Pilot reattachment, 111 Green Corps training outcome, 48 Indigenous housing organisations and authorities,

108, 109, 134–5 Reconnect customer engagement, 50 scholarships, 155, 208 Stronger Families and Communities Strategy

programs, 34, 137, 138


Youth Allowance customers, 54 see also mentoring programs; Pensioner

Education Supplement; staff training and development; student assistance payments

Education Entry Payment, 161, 168effectiveness performance indicators, see adequacy;

affordability; capacity; early intervention; independence; take-up/coverage; targeting

electricity systems, Indigenous housing, 135electronic document management system, 256electronic service delivery, see Internetemail, 27Emergency Relief Program, 124, 129, 132emotional well-being of separated parents, 62, 63employees, see staffemployer incentives, 189Employer of the Year Awards, 180employment, 145–7, 261 child care related to, 84 child care workforce, 79, 80, 81 Family Homelessness Prevention and Early

Intervention Pilot reattachment, 111 Indigenous people, 94, 153 older people, 130, 147 people with disabilities, 94, 146, 147, 153, 178–9,

180–1, 182, 188–90, 329: CSTDA-funded services customers, 184

Personal Support Programme outcome, 170 Reconnect customer engagement, 50 rehabilitation services outcome, 191 ‘Staying Connected’ (CSA workplace program), 64 women, 8, 94, 146 Working Credit, 166, 169–70 young people, 9, 48, 54 see also family and work; income; jobless people

and job seekersemployment assistance and other services, 153,

178–9, 180–1, 182, 188–90 Australian Working Together funding, 174 see also labour market assistanceEmployment Entry Payment, 161, 168Employment National (Administration) Pty Ltd, 312–13employment service areas, 171energy use, 244environmental management, 243–4environmental management system (EMS), 243environmental training, 42, 46, 48equity, see social justice and equity

Ernst & Young, 228, 233, 312essay competition, 127essential services, 134, 135ethical standards, 235evidence base, see research and evaluationex gratia payments Bali victims and families, 98, 129, 133 bushfire victims, 144, 150 Holocaust survivors, 205, 208, 209 King Island and Furneaux Group of Islands, 144,

154 scholarships that waive or pay tuition fees, 155,

208 South Australian former recipients of Youth

Allowance, 18Executive Board, 223–4Executive Budget Committee, 223executive directors, 223, 225expatriates, 262expenditure, see financeextension of core concession to Commonwealth

Seniors Health Card holders, 125external performance reporting framework, 3–4external scrutiny, 245–53 see also customer rights and obligations

FaCS Certified Agreement 2002–2005, 237FaCS Disability Stakeholder Group, 297FaCS Diversity Council, 240FaCS Executive Board, 223–4FaCS Mature Workers Strategy, 240FaCS Online Funding Management System, 256FaCS Priorities Plan, 227FaCS seniors publications, 207FaCS Strategic Statement 2002–05, 227families, 5–90 of Bali victims, 97–8, 129, 133 jobless, 7–8, 146 see also parentingFamilies Australia, 10Family Allowance, 38Family and Children group, 227Family and Children’s Program, 247Family and Community Networks Initiative (FCNI), 129,

133–4Family and Community Services and Veterans’ Affairs

Legislation Amendment (Income Streams) Bill 2004, 263

Index 437

Family and Community Services portfolio, 110family and youth support (National Illicit Drugs

Strategy), 22, 26, 37family and work, 8, 10, 84 FaCS staff, 255 see also child carefamily assistance, 21–39, 261, 267 see also Family Tax BenefitFamily Assistance Legislation Amendment (Extension

of Time Limits) Act 2004, 14Family Assistance Legislation Amendment (More Help

for Families—One-off Payments) Act 2004, 16Family Assistance Office (FAO), 36, 39, 247family carers, 179Family Court of Australia, 61–2Family Court of Western Australia, 61–2family day care, 14, 78, 80, 83, 86Family Day Care Quality Assurance system, 86Family Day Care Quality Practices Guide, 80Family Homelessness Prevention and Early

Intervention Pilot, 102, 105, 111–12, 267–8family law, 61–2Family Law Council, 62Family Law Pathways Network, 61, 64Family Liaison Workers (FLW), 44, 45, 52, 56Family Quality Information Strategy (FAMQIS)

standards, 30family relationship support organisations, 23, 26, 30–1family relationships, 15, 23, 30–1, 35, 36 Men’s Line, 25Family Relationships Education (FRE) program, 15Family Relationships Services Program (FRSP), 23,

30–1, 36, 99, 156family support Budget measures, 14Family Tax Benefit, 22–3, 26, 28–9 clawback, as result of child support obligations

being met, 75 extension of time for top-up payments and claims,

14 one-off $600 per child bonus payment, 16, 26,

259 Rent Assistance recipients, 29, 115 reviews and appeals, 38Family Tax Payment, 38Fares Allowance, 42, 46, 48, 58fares assistance for Bali victims and families, 98Farm Help Package, 98Federal Privacy Commissioner, 245–7

Federal Magistrates Court, 61–2females, see womenfertility rates, 8FHPEIP, 102, 105, 111–12, 267–8finance, 6, 92, 144, 341–418 child care support, 82 child support, 71 community support, 129 family assistance, 26 housing support, 105: Rent Assistance

expenditure, 115 labour market assistance, 164 peak bodies, funding of, 268–9 support for carers, 199 support for people with disabilities, 182 support for the aged, 208 youth and student support, 46 see also cost, funding and relationship

management; remuneration and payfinancial counselling and planning, 23, 30, 209, 218 Cape York, 96 retirement investments, 206, 208, 209 separated parents, 62 sugar-growing regions, 17 see also incomefinancial crises, assistance to people in, 124, 129, 132financial hardship and poverty inquiry, 262Financial Information Service (FIS), 209, 218financial management, 231–3, 273–81 Aboriginal Rental Housing Program, 109 audit reports, FaCS responses to, 250, 251–2, 253 Social Security Appeals Tribunal, 284 see also purchasing, funding and relationship

managementFinancial Management and Accountability Act 1997,

payments under section 33, 129, 136financial statements, 253, 341–418Fixing Houses for Better Health 2 projects, 125, 127,

129, 134–5flexible and innovative child care, 78flexible work practices, 255FLW, 44, 45, 52, 56food and nutrition, 126Footprints in Time: Longitudinal Study of Indigenous

Children (LSIC), 18, 271, 272foreign pensions, see international agreementsforeign travel by income support recipients, 154, 157fortnightly payments of FTB, 28


Forstaff Australia Pty Ltd, 312–13foster care, 9, 10fracture and crush injuries, Sickness allowance

customers with, 186fraud and incorrect payment, 70, 233–4, 273–81, 312 Social Security Appeals Tribunal, 285 see also customer rights and obligationsfreedom of information, 247, 331–3fringe benefits, 129, 131full-time employment, 54full-time staff, 290 Centrelink Financial Information Service, 218full-time students, 54, 55 apparent school retention rate, 9funding, see financefundraising events, one-off, 127Furneaux Group of Islands, 144, 154

gambling, 126, 127, 129, 135–6gas systems, Indigenous Housing, 135Gateways pilot project, 64gender, see men; womenGeneral Manager, CSA, 223, 225Getronics, 256Globalisation, Families and Work conference, 10Good Beginnings Prototype (GBP) program, 27governance, see corporate governance and

performancegovernment appropriations, see appropriationsGovernment Disability Strategy, 179, 297–303Government Privacy Contact Officers’ network, 247Government unmet-need funds, 183grants, discretionary, 329–30grants to family relationship support organisations,

23, 26, 30–1Great Southern Rail, 126, 129, 137Green Corps, 42, 46, 48Greenhouse Challenge Agreement, 243greenhouse gas emissions, 244Growing Up in Australia: Longitudinal study of

Australian Children, 271‘The Guide’, 70

Habitat, 267–8Harm Prevention Charities Register (HPCR), 232Health Care Card, 124, 129, 131, 141, 200Health Insurance Commission (HIC), 36, 39, 88, 245,

246

healthy housing research, 125–6hearing impaired people, 179, 192Helping Parents Return to Work initiative, 163higher education, 154–5, 208Hobart CSA office, 233Holocaust survivors, 205, 208, 209home-based out-of-home care, 9home ownership, 93homeless people, 94, 102, 105, 111–12 Independent Homes Rate reviews and appeals, 58 Jobs Placement, Employment and Training

Program customers, 49 Supported Accommodation Assistance Program

(SAAP), 103, 105, 116–19House of Representatives committees, 10, 61, 261–2Household, Income and labour Dynamics in Australia

(HILDA) survey, 153, 271Household Organisational Management Expenses

(HOME) Advice Program, 112households, 7 in public housing, 106–8housing and accommodation, 93–4, 101–21, 329 Bali victims and families, 98 CSTDA-funded services, 183, 184 Indigenous, 119, 125–6, 127, 129, 134–5:

Aboriginal Rental Housing Program, 102, 108–10

see also homeless people; office accommodation; Rent Assistance

housing affordability, 93, 106, 113–14Housing Assistance Act 1996, expenditure under, 101,

105, 106–10housing support, 101–21, 261, 267human resources, see staff

iContact, 313ICYS pilots, 51identity fraud, 277illicit drugs, 22, 26, 37iManage trials, 256immigrants and people with diverse backgrounds, 276 age pensioners, 214–15 child care, 79, 85 community support organisations visited by CSA,

64 CSTDA-funded services customers, 184 disability employment assistance, 188

Index 439

Jobs Placement, Employment and Training Program (JPET) customers, 49

Language, Literacy and Numeracy Supplement, 161, 168

Newstart Allowance waiting period, 167 Personal Support Programme interpreter

allowance, 171 rehabilitation services customers, 192 Supported Accommodation Assistance Program

(SAAP) customers, 117immunisation, 23, 32, 38IMP Group (Australia) Pty Ltd, 312–13in-home child care, 78, 79, 80, 86, 87incidents and notifiable occurrences, 241, 242income, 151 age support customers, 212–13 carers, 201 child care out of pocket costs and, 83–4 disability support customers, 185–6 labour market assistance customers, 166–7,

169–70 Low Income Health Care Card, 131, 141 Parents on Low Income Study (POLIS), 163 public housing tenants, 107 SAAP customers exiting with, 117 spent on rent, 113–14 Youth Allowance customers, 54, 55 see also means testingincome maintenance waiting period, Newstart

Allowance, 167income support/security, 146–75, 247 see also Age Pension; carers; Disability Support

Pension; jobless people and job seekers; student assistance payments Youth Allowance

incorrect payment and fraud, 273–81 see also customer rights and obligationsindependence, 44, 163 aged support customers, 211–13 Carer Payment customers, 200 child care used for work/non-work related

purposes, 84 child support collection rate, 74–5 disability support customers, 185–6 labour market assistance payment clients, 165–7 Supported Accommodation Assistance Program

(SAAP) customers, 117 Youth Allowance customers, 54, 58

see also employment; incomeIndependent Homeless Rate, 58Independent Living Allowance, 43, 45, 46, 51, 56independent living programs, 191indexation, see adequacyIndigenous Community Coordination Pilots (ICCP), 99,

134Indigenous community housing organisations, 108,

109, 134–5Indigenous Coordination Centres, 266Indigenous housing and infrastructure—expand the

supply of health housing, 125, 127, 129, 134–5Indigenous Parenting and Family Wellbeing initiative,

25, 26, 31–2Indigenous people, 9, 94, 99–100, 262 child care, 78, 79, 85, 86: agencies, 24, 25, 33 children, longitudinal study of, 18, 271, 272 community support organisations visited by CSA,

64 CSTDA-funded services customers, 184 FaCS lead state responsibilities, 267 Family Homeless Prevention and Early

Intervention Pilot participation rate, 112 financial management projects, Cape York, 96 housing, 119, 125–6, 127, 129, 134–5: Aboriginal

Rental Housing Program, 102, 108–10 parenting, 25, 26, 31–2 Personal Service Programme (PSP) pilots, 171 rehabilitation services customers, 192 Stronger Families and Communities Strategy

projects, 35 Supported Accommodation Assistance Program

(SAAP) customers, 117 staff, 240individuals reach their potential, 143–219Inform Systems, 256Information and Communication Technology

Committee, 224Information and Communication Technology Strategic

Plan 2004–07, 255information strategies, 255–7, 285information technology, 230, 240, 255–7, 255–7, 312 Centrelink, 151 Child Support Agency, 65, 230, 233, 257 data matching, 152, 276 identity fraud detection, 277 Social Security Appeals Tribunal, 285 see also Internet; systems


Innovative Collaborative Youth Servicing (ICYS) pilots, 51

Institute of Public Administration Australia, 297integrated governance, 227–8integrated service delivery model, CSA, 66–7intellectual/learning difficulties, customers with, 186,

187, 192intellectual property, 251Intensive Debt Collection (IDC) Budget measure, 13intensive support playgroups, 33intergenerational welfare dependence, 44internal audit, 228–9, 312internal communication, 242international agreements, 156, 157, 160, 187, 215–16 lump-sum payments, 154 parliamentary inquiries, 263international child custody, 66Internet ANAO audit report, 251 Annual Report 2002–03 online version, 297 Bali Asset web site, 133 Centrelink, 151, 278 child abuse prevention information, 27 child care service handbook, 81 Child Support Agency, 63, 70, 257 Community Portal web site, 127 Men’s Line web site, 25 National Information Centre on Retirement

Investments, 209 playgroups web site hits, 33 Prime Minister’s Community Business Partnership

web site, 130interpreter allowance, 171interpreting services (Auslan), 180, 182intervention, see early interventioninvestment advice for older people, 206, 208, 209

JET Child Care Crèches, 80JET Child Care Special Fee Assistance, 80jobless families, 7–8, 146jobless people and job seekers, 145–7, 159–75 with disabilities, 147, 153, 178–9, 180–1, 182,

188–90, 329 young people, 9, 17, 42–3, 46, 48–50, 54: with

disabilities, 188, 189 see also Newstart Allowance; Youth AllowanceJobs, Education and Training (JET) Program, 80, 161

Jobs, Education and Training Child Care (JETCC), 78, 82, 85

Jobs Placement, Employment and Training (JPET), 43, 46, 49, 56

Budget measures, 17Joint Standing Committee on Treaties, 263

Kalgoorlie, 64King Island, 144, 154kitchen design, 126Knowledge Committee, 224KPMG, 228

labour force, see employmentlabour market assistance, 159–75, 261, 267Language, Literacy and Numeracy Supplement, 161,

168late payment penalty incentive (child support), 13Law Council of Australia, 62‘lead state’ roles, 266–7leadership programs, 239 Stronger Families and Communities Strategy, 35,

138 see also mentoring programslearning and development, see education and traininglearning/intellectual difficulties, customers with, 186,

187, 192Legal Liaison Group, CSA, 75legal services, 312legislation, 156, 263, 335 disabilities, 155 family assistance, 14 family law, 61–2 Holocaust payments, 209 identity fraud, 277 portability rules, 157letters, CSA review of, 67Library and Information Services, 257life/work balance, see family and workliquid assets waiting period, Newstart Allowance, 167literacy training, 161, 168Living Choices, 44loans No Interest Loan Scheme, 127 Student Financial Supplement Scheme, 46, 58,

156location of public housing, 107location of staff, 291–2

Index 441

see also state and territory office networklone-parent families, 7, 8, 146, 169, 268 see also Parenting Paymentlong day care, 78, 79, 81, 83, 86, 87Long Day Care Incentive Scheme, 81long-term income support customers, 169longitudinal studies, 18, 153, 163, 271–2Low Income Health Care Card, 131, 141low-income households, 107lump-sum payments foreign pensions, 154 FTB, 28

machinery of government changes, 110Maintaining Houses for Better Health, 134males, see menMalta, 156management and accountability, 223–85Manpower Services (Australia) Pty Ltd, 313market research, 306, 309market testing, 314marriage, 8 partnering by Parenting Payment (Single)

customers, 169 see also child support; family relationshipsMaryborough, Qld, 98Maternity Allowances, 23, 26, 32, 38Maternity Payment, 32Mature Age Allowance (MAA), 160, 164, 165–8, 169,

175mature-age people, see older peopleMature Workers Strategy, FaCS, 240‘Me and My’ booklet series, 62means testing, 146 aged support payments, 211–12, 214 disability support payments, 186 Holocaust payments, 205 labour market payments, 168 Maternity Immunisation Allowance, 32 scholarships, 155 Youth Allowance, 18, 54, 55media, 130media advertising organisations expenditure, 306–8,

309Media Monitors ACT, 313Medicare offices, 39Melbourne CSA office, 233

Melbourne Institute of Applied Economic and Social Research, 271, 272

memorandums of understanding, 127, 246men, 8, 15, 25 age pensioners, 214 Disability Support Pensioners, 187 lone fathers, 7, 268 rehabilitation services customers, 192 Rent Assistance recipients, 115 school students, apparent retention rate of, 9 separated parents, 64, 70 staff, 290Men and Family Relationships (MFR) program, 15Men’s Advocacy and Practical Strategies group, 268Men’s Line, 25mental health and wellbeing, 163, 186, 192 separated parents, 62, 63‘Mental Health Barriers to Social and Economic

Participation’, 163mentoring programs, 35 Mentor Marketplace, 43, 46, 50Mercer Communications, 313migrants, see immigrantsmilitary, see Australian Defence Forcemining industry, 64ministerial and parliamentary services, 259–63 see also policy adviceMobility Allowance, 178, 182, 185–7, 196Moonee Ponds CSA office, 233A More Flexible and Adaptable Retirement Income

System, 148, 207More Help for Families, 10 one-off $600 per child bonus payment, 16, 26,

259motor vehicles, FaCS, 243multifunctional child care services, 79musculo-skeletal conditions, customers with, 186, 187mutual obligation activities/agreements, 166, 167

National Agenda for Early Childhood, 10National Child Care Accreditation Council, 86National Child Protection Awards, 22National Child Protection Clearinghouse, 22, 27National Community Business Partnerships Brokerage

Service, 127National Community Housing Forum, 112National Consultative Forum, CSA, 240National Disability Advisory Council, 179


National Families Week, 10National Family Carers Voice, 179National Framework for the Design, Construction and

Maintenance of Indigenous Housing, 109, 110National Framework on Problem Gambling, 127National Housing Priorities, 102, 105, 112, 329National Housing Research, 102, 105, 113, 329National Illicit Drugs Strategy, 22, 26, 37National Indigenous Housing Guide, 109, 110, 125National Industry Association for Disability Services

(ACROD), 190National Information Centre on Retirement

Investments, 206, 208, 209National No-Interest Loan Scheme, 127National Occupational Health and Safety Committee,

CSA, 241National Office for the Information Economy, 255National Plan for Foster Children, Young People and

their Carers, 10National Reciprocal Transport Concessions for State

Seniors Card Holders, 126, 129, 136National Research on Gambling, 126, 127, 129, 135–6National Secretariat Program, 268–9, 329 outcome component expenses, 6, 92, 144National Skills Development Strategy for Indigenous

Community Housing Management, 108National Skills Program, 329Nazi persecution, victims of, 205, 208, 209needs analyses, 49, 127Network Management Group, 224neurological disabilities, customers with, 192New South Wales, 33, 267–8, 267–8 housing, 106–9, 116, 127 see also state and territory office networkNew Zealand, 215, 216Newcastle CSA office, 233Newstart Allowance (NSA), 145, 160, 164, 165–70 non-resident newly separated parents receiving,

13 random sample surveys, 274, 275 Rent Assistance recipients, 115 reviews and appeals, 175newly arrived resident waiting period, Newstart

Allowance, 167NICRI, 206, 208, 209NIDS, 22, 26, 37No Interest Loan Scheme, 127NOIE, 255

non-ongoing staff, 290non-salary benefits, 295–6Northern Territory, 33 Indigenous families and communities, 99, 108–9,

127, 134 housing, 106–9, 127, 134 see also state and territory office networknumeracy training, 161, 168nutrition, 126

occasional child care services, 79occupancy of public housing stock, 107, 110occupational health and safety, 241–2, 311 military, 154 see also rehabilitation servicesoffenders, youth, 49office accommodation, 233, 243, 250, 313–14older people, 146–7, 205–19, 261, 267, 337 employment, 130, 147 FaCS Mature Workers Strategy, 240 Mature Age Allowance (MAA), 160, 164, 165–8,

169, 175Ombudsman, 247–8one-off Carer Bonus, 150, 198one-off $600 per child bonus payment, 16, 26, 259one-parent families, 7, 8, 146, 169, 268 see also Parenting Paymentongoing staff, 290Online Funding Management System, 256online services, see Internetoperating environment statements, 7–9, 93–4, 145–7Operational Subsidy, 80organisation and structure, 223–6, 227 Assurance of Support Scheme, 150 Social Security Appeals Tribunal, 283organisational capability and productivity, CSA, 68,

232–3Our Universities Budget measures, 154–5out-of-home care, 9Out of the Maze, 61outcomes and outputs, 3–219outreach activities, CSA, 63–4outside school hours care, 14, 78, 79, 80, 86, 87Outside School Hours Care Quality Assurance system,

80, 87outsourced services, 228, 233, 256, 311–14overcrowding in public housing, 106, 110overpayments, 28

Index 443

overseas pensions, see international agreementsoverseas travel by income support recipients, 154, 157Ozjobs, 312–13

paper, 243, 244parental means test, 18, 54parental responsibility, 65–6parenting, 35 Indigenous, 25, 26, 31–2 separated parents, 62Parenting Payment (PPS/PPP), 160, 163, 164, 165–70 random sample surveys, 274, 275 Rent Assistance recipients, 115 reviews and appeals, 152, 175Parenting Payment—enhanced profiling to ensure

payment, 152Parenting Payment pilot, 163parents, 163 CSA interviews, 63, 64 separated, 8, 13, 59–76 single, 7, 8, 146, 169, 268 undergoing training, child care for, 78, 80, 82, 85,

86 young people living with, 9Parents on Low Income Study (POLIS), 163parliamentary committees, 10, 61, 261–3Parliamentary Questions on Notice, 260, 261part rate, see means testingpart-time students, 54, 55part-time staff, 290 Centrelink Financial Information Service, 218part-time work, 8, 9, 54Participation group, 227Partner Allowance (PA), 160, 164, 165–8, 169, 175, 274partnerships, 265–72 community and business, 94, 124, 127, 129, 130,

329pay, see remuneration and paypayment to voluntary work agencies, 162, 164, 170payments, see adequacy; compensation payments; ex

gratia payments; fraud and incorrect paymentpayments under section 33 of FMA Act, 129, 136payments under special circumstances, 129peak bodies, see National Secretariat Programpenalties, see breach penaltiesPension Bonus Scheme, 206, 216Pensioner Concession Card, 124, 129, 131, 137

Pensioner Education Supplement (PES), 155, 160, 164, 168

reviews and appeals, 175People Branch, 223People Committee, 224people trafficking, 152performance pay, 294performance reporting, 3–219performance reporting framework, 3–4Personal Advisers, Centrelink, 162personal information, privacy of, 230, 245–7Personal Support Programme (PSP), 162, 164, 170–1philanthropy, 127photocopiers, 243physical disabilities, customers with, 192planning, 227–8, 255playgroups, 14, 24, 33policy advice, 6, 259–63, 298 child care support, 82, 88, 261 child support, 71, 72, 261 community support, 129, 140, 261 family assistance, 22, 26, 36, 261 housing support, 105, 119–20, 261 labour market assistance, 164, 172, 261 support for carers, 199, 202, 261 support for people with disabilities, 182, 194, 261 support for the aged, 207, 208, 217, 261 youth and student support, 46, 56, 261policy environment, 7–9, 93–4, 145–7policy outlook, 97, 149POLIS, 163Port Augusta, 98portability rules, 154, 157portfolio, 110Portfolio Policy Committee, 224poverty and financial hardship inquiry, 262power systems, Indigenous housing, 135price of departmental outputs, 6, 92, 144 child care support, 82 child support, 71 community support, 129 family assistance, 26 housing support, 105 labour market assistance, 164 support for carers, 199 support for people with disabilities, 182 support for the aged, 208 youth and student support, 46


see also costPrime Minister’s Awards for Excellence in Community

Business Partnerships, 127, 130Prime Minister’s Awards for Excellence in Public Sector

Management, 70Prime Minister’s Community Business Partnership,

124, 129, 130Prime Minister’s Employer of the Year Awards, 180Print Disability Services, 179printers and photocopiers, 243Priorities Plan, 227privacy, 230, 245–7private child support collections, 65, 74–5, 233private companies and trusts, income and assets held

in, 151Private Provider Incentive program, 86, 87private sector rental accommodation, 116, 119 see also Rent Assistanceproblem gambling, 126, 129, 135–6procurement, see purchasing, funding and

relationship managementProductivity Commission, 183productivity gains, CSA, 232–3Professional Support, 80Professionalism Survey, CSA, 76profiling, 276project management, 232property management, 233, 243, 250, 313–14prosecutions, 278, 280protective security, 230, 252–3Protective Security Committee, 224PSP, 162, 164, 170–1psychological/psychiatric conditions, customers with,

186, 187, 192public housing, 93 Commonwealth State Housing Agreement, 101–2,

103, 105, 106–10publications child care support, 80, 81, 314 Child Support Agency, 62, 63, 70 disability employment assistance, 190 family assistance, 34 retirement investments, 209 National Indigenous Housing Guide, 109, 110, 125 for seniors, 207 youth and student support, 44 see also Internet

purchasing, funding and relationship management, 6, 231, 256, 280, 299

advertising and market research, 305–9 child care support, 82, 88–9 child support, 71, 73, 233, 301–2 community support, 129, 140 competitive tendering and contracting, 233, 256,

311–14 consultants, 231, 315–27, 337–8 environmental impacts, 243 family assistance, 26, 36–7 housing support, 105, 120 labour market assistance, 164, 173 outsourced services, 228, 233, 256, 311–14 support for carers, 199, 202 support for people with disabilities, 182, 194 support for the aged, 208, 217 youth and student support, 46, 49, 56 see also Centrelink; service delivery

Quality Improvement and Accreditation System (QIAS), 86

quality indicators, see access and choice; assurance; customer rights and obligations; customer satisfaction

quantity indicators child care support, 84, 86, 88, 89 child support, 63–4, 72, 73, 76: payment

transfers, 65, 74–5 community support, 140, 141: administered items,

98, 130, 131, 132, 133, 136, 137, 138, 139 family assistance, 36–7, 38, 39: administered

items, 28, 29, 30, 31, 32, 34 housing support, 119, 120: administered items,

108, 111, 115, 116, 118 labour market assistance, 168, 170, 171, 172, 173 support for carers, 200, 201, 202 support for people with disabilities, 194, 195:

administered items, 184, 187, 188, 189, 193 support for the aged, 214–15, 216, 217, 218 youth and student support, 56, 57, 58:

administered items, 47, 48, 49, 50, 51, 52, 55 see also access and choice; capacity; customer

rights and obligations; take-up/coverage; targeting

Queensland, 33, 98 CSA activities in, 63, 64 public housing, 106–9

Index 445

see also state and territory office networkQuestions on Notice, 260, 261

rail travel concessions, 126, 129, 137random sample surveys, 274–5REACH program, 27Recognising and improving the work capacity of

people with disabilities, 155Reconnect program, 43, 45, 46, 56 Budget measures, 17recordkeeping, 249, 256recruitment of staff, 297, 313 Child Support Agency, 68recycling, 243referral service for supporting parents, 63refugees, 49regional Australia, see rural and remote AustraliaRegional Travel Assistance, 80registered child care, 79Registrar’s Advisory Panels, 75rehabilitation services, 147, 162, 179, 182, 191–3 Bali victims and families, 98reimbursement to Great Southern Rail, 126, 129, 137relationship management, see purchasing, funding

and relationship managementrelationships (personal), see family relationshipsRemote Area Allowance, 141remote Australia, see rural and remote Australiaremuneration and pay, 238, 293–6 for workers with disabilities, 189, 190, 196 see also incomeRent Assistance, 102, 103, 113–16 aged support customers, 115, 210, 215 Family Tax Benefit customers, 29, 115 reviews and appeals, 121 victims of trafficking, 152 Youth Allowance customer, 55, 115rental accommodation, 93, 113–16 see also public housingresearch and evaluation, 6, 92, 100, 144, 271–2 Budget measures, 18, 153, 280 child care support, 82, 89 child support, 61, 67, 71, 73 community support, 129, 140–1: administered

items, 125–6, 127, 129, 130, 135–6 family assistance, 26, 37–8: administered items,

27, 31, 32, 33, 34, 35

housing support, 105, 120: administered items, 102, 105, 111, 113, 116, 117, 118

Indigenous policy, 99 labour market assistance, 163, 164, 170, 171, 173 support for carers, 198, 199, 203 support for people with disabilities, 180, 182, 190,

193, 195 support for the aged, 208, 218 youth and student support, 44, 46, 57:

administered items, 49, 50, 52, 56Research Committee, 224resource management, see financial management;

information technology; staff managementrespite care, 150, 184, 189Respite Support for Carers of Young People—

continuation of funding, 150Responding Early Assisting Children (REACH) program,

27retirement, see support for the agedretirement planning and investments, 146–7, 206,

208, 209revenue, see appropriations; financereviews and appeals, see customer rights and

obligationsreviews and evaluation, see research and evaluationrewards and recognition program, CSA, 240Risk and Audit Committee, CSA, 70Risk Assessment and Audit Committee, 224risk management, 229–30, 233, 285, 312role of Child Support Agency, 60Royal Australian Institute of Architects, 125Royal Melbourne Institute of Technology, 100rural and remote Australia child care, 78, 79, 80, 81, 85, 86, 87 CSA outreach activities, 63 Indigenous communities, 94, 110, 134–5: Budget

measures, 99–100 Job Placement, Employment and Training (JPET)

program delivery, 17 Personal Support Programme delivery sites, 171 rehabilitation services customers, 192 Remote Area Allowance, 141 remote area tax benefits, 154 Stronger Families and Communities Strategy

projects, 35, 138Rural Call Centres, 98, 151

SAAP, 103, 105, 116–19


SAAP National Coordination and Development Committee, 118

safety net discussion paper, 190salaries, see remuneration and paysanitation, 135satisfaction of customers, see customer satisfactionsavings to outlays, 279 see also customer rights and obligationsscholarships, 155, 208school essay competition, 127school-leaving age, SA, 18schooling, see education and trainingscrutiny, 245–53 see also audits; customer rights and obligationsSecond World War Holocaust survivors, 205, 208, 209secondary education scholarships, 155, 208Secretary, 223, 240 committees reporting to, 224security, 224, 230, 252–3 information technology, 257‘Security, Quality Services and Choice for People with

Disabilities’ package, 190Self-funded Retirees’ Supplementary Bonus, 208self-help booklets, 62Senate committees, 262–3Senior Executive Service (SES), 238, 291–4senior management, 225–6Seniors Card, 126, 129, 136 see also Commonwealth Seniors Health Cardservice charters, 235–6, 285service delivery, 6, 265–72 child care support, 82, 89–90 child support, 66–7, 71, 73–6 community support, 127, 129, 132, 141 family assistance, 26, 27, 38–9 housing support, 121 labour market assistance, 174–5 support for carers, 199, 203–4 support for people with disabilities, 182, 195–6 support for the aged, 208, 218–19 youth and student support, 46, 57–8 see also Centrelink; purchasing, funding and

relationship managementservice profiling, 276service update reviews, 187Services for Families with Children, 24, 26, 33separated parents, 8, 13, 59–76SFSS, 46, 58, 156

showers in Indigenous housing, 135Sickness Allowance, 178, 182, 185–7, 196sight impaired people, 179, 192single-parent families, 7, 8, 146, 169, 268 see also Parenting Paymentsize of dwellings, 106, 110Slovenia, 156small to medium-sized businesses, 127SNSS, 17, 79Social Housing Subsidy Program (SHSP), 105, 116social justice and equity, 9, 95, 147 Commonwealth Disability Strategy, 179, 297–303 see also special needs, people withsocial outcomes, 170, 191Social Policy Evaluation, Analysis and Research

(SPEAR) Centre, 272Social Policy Research Centre (SPRC), 272Social Policy Research Services, 272social research, see research and evaluationsocial responsibility by business, 127, 130social security agreements, see international

agreementsSocial Security Act 1991, see legislationSocial Security Appeals Tribunal (SSAT), 283–5 consultants, 231 staff, 289, 290, 292, 293: non-salary benefits, 295 see also customer rights and obligationsSocial Security (Attribution of Income-Ineligible

Deductions) Determination 2004, 263sole-parent families, 7, 8, 146, 169, 268 see also Parenting PaymentSouth Australia, 33, 98 housing, 106–9, 127 school-leaving age, 18 see also state and territory office networkSouth Sea Islander children, 79Special Accounts, 250special appropriations, see appropriationsSpecial Benefit (SpB), 161, 164, 165–9 reviews and appeals, 175 victims of trafficking, 152special circumstances, payments under, 129special needs, people with children, 17, 78, 79, 80, 85 public housing tenants, 107 rehabilitation services customers, 192 see also disabilities; people with; immigrants and

people with diverse backgrounds; Indigenous

Index 447

people; older people; rural and remote Australia; women; young people

Special Needs Subsidy Scheme (SNSS), 17, 79Special Services Program, 79speech disabilities, customers with, 192staff, 6, 92, 144, 289–96 breaches of Code of Conduct, 235 child care support, 82 child support, 71 Centrelink Financial Information Service, 218 community support, 129 Disability Access Coordinator, 297 family assistance, 26 housing support, 105 labour market assistance, 164 support for carers, 199 support for people with disabilities, 182 support for the aged, 208 youth and student support, 46staff management, 224, 227, 237–42, 300 Child Support Agency, 68, 235, 237, 239–40,

241–2, 302–3 Social Security Appeals Tribunal, 285staff training and development, 238–40 Centrelink, 209 ethics and values, 235 project management, 232 security awareness, 230staff turnover, CSA, 68stakeholder confidence, CSA, 75stakeholder management, CSA, 61state and territory office network, 223, 224, 266–7 Child Support Agency, 233, 292 iManage trials, 256 Social Security Appeals Tribunal, 283, 292 staff, 291–2state care, see child protectionState Seniors Card holders, 126, 129, 136Statement of Commitment to Aboriginal and Torres

Strait Islander People, 240‘Staying Connected’ workplace program, 64Step to the Future, 329Stocklands Property Management, 313Strategic Statement 2002–05, 227strategy and planning, 227–8, 229, 230‘Strengthening and Supporting Families Coping with

Illicit Drug Use’ Budget measure, 22, 26, 37

Stronger Families and Communities Strategy, 24, 33–5, 137–9

‘Choice and Flexibility in Child Care’ element, 78, 81, 86, 87

evaluation, 100 finance, 26, 129, 329Stronger Families Fund projects, 33–4structure, see organisation and structurestudent assistance payments, 42, 46, 48, 51, 58 see also Austudy Payment: Youth AllowanceStudent Financial Supplement Scheme (SFSS), 46,

58, 156submissions made/prepared, 70, 207, 261 to parliamentary committee, 10, 61, 261–3 see also policy adviceSugar Industry Reform Program, 17, 98, 156superannuation, 147, 276Supplementary Services Program, 79support for carers, 197–204, 261, 267support for child care, 78–9, 82, 85–7support for Indigenous people Budget measures, 99,

100 Longitudinal Study of Indigenous Children, 18,

271, 271support for people with disabilities, 177–96, 261, 267,

330support for the aged, 205–19, 261, 267, 337Support for Unemployed Parents, 13, 71Supported Accommodation Assistance Program

(SAAP), 103, 105, 116–19Supported Accommodation Assistance Program—

National Priorities, 103, 105, 119supported employment, 153, 184, 189supported wage system, 189Supporting Parents Referral Service, 63Supporting Parents through Separation submission,

70

take-up/coverage Aboriginal Rental Housing Program, 109 accommodation support services, 183 Age Pension, 214 Carer Payment, 201 child care, 85 CSTDA-funded services, 183 disability support payments, 186 Family Tax Benefit, 28 Great Southern Rail concessional fares, 137


Indigenous Housing and Infrastructure, 134 labour market assistance payments, 167 Telephone Allowance, 216 Youth Allowance, 54Targeted Youth Assistance Program, 46targeting Aboriginal Rental Housing Program, 109 Bali terrorist attack victims and families, 133 Carer Payment, 201 child care, 85 Commonwealth–State Housing Agreement, 106–7 Commonwealth State Territory Disability

Agreement, 184 disability employment assistance, 188 disability support payments, 186 Family Tax Benefit clawback, as result of child

support obligations being met, 75 labour market assistance payments, 167–8 Maternity Immunisation Allowance, 32 rehabilitation services, 192 Rent Assistance, 115 Targeted Youth Assistance Program, 51 Youth Allowance, 54–5Tasmania, 106–9 see also state and territory office networkTax Office, see Australian Taxation Officetaxation, 127, 147, 263 fringe benefits extensions, 129, 131 Harm Prevention Charities Register, 232 remote area tax benefits, 154Telephone Allowance, 141, 206, 208, 216telephone counselling and support services, 25, 84,

98, 151telework, 240tendering, see purchasing, funding and relationship

managementTILA, 43, 45, 46, 51, 56time on disability support payments, 185 on labour market assistance payments, 165–6,

169 Newstart Allowance waiting period, 167timeliness Family Tax Benefit payment claims, 29 freedom of information requests, 331 ministerial and parliamentary services, 259, 260 public housing stock, occupancy of vacant, 107toilets in Indigenous housing, 135

top-ups, 14, 28Torres Strait Islanders, see Indigenous peopletrafficking in, people, 152Transition to Independent Living Allowance, 43, 45,

46, 51, 56transport concessions, 124, 131, 126, 129, 136–7triple bottom line (TBL) reporting, 243, 244trusts and private companies, income and assets held

in, 151turnover of staff, CSA, 68

unemployed people, see jobless people and job seekers

United KFPW, 314United Kingdom, 215, 216university education, 154–5, 208University of New South Wales, Social Policy Research

Centre, 272unmet-need funds, 183

vacant public housing stock, 107values, 235vehicles, FaCS, 243veterans, 137, 151, 214, 215Victoria, 106–9 see also state and territory office networkVictorian Department of Justice, 136visually impaired people, 179, 192vocational education and training scholarship, 155vocational rehabilitation services, 147, 162, 191Voluntary Work Initiative, 100, 162, 164, 170Volunteer Management Program, 100, 126, 129, 139Volunteer Small Equipment Grants, 34, 139Volunteering Australia, 173volunteers, 94, 126, 129, 139 needs analysis, 127 Stronger Families and Communities Strategy, 34,

35, 137, 138 training of, 137, 138

Wadeye community, 99wages, see remuneration and paywaiting period for Newstart Allowance, 167web sites, see Internetwelfare dependence, 44, 163Welfare Reform Consultative Forum, 162, 172Western Australia 61–2 housing, 106–9, 127, 134

Index 449

whole-of-government strategies, 152, 255 CSA influence, 61–2, 64Widow Allowance (WA), 161, 164, 165–8, 175Widow B Pension, 206, 208, 210–16, 219 random samples, 274, 275Wife Pension (Age), 206, 208, 210–16, 219, 274Wife Pension (DSP), 178, 182, 185–7, 196, 274Wilton Hanford Hanover Pty Ltd, 314women, 7, 8 age pensioners, 214 carers, 146 Disability Support Pensioners, 187 employment, 8, 94, 146 Indigenous, 94 rehabilitation services customers, 192 Rent Assistance recipients, 115 school students, apparent retention rate of, 9 staff, 290work, see employmentwork and family, see family and workWork and Family Taskforce, 10work capacity, 155, 187Work for the Dole Supplement, 161work practices, 255Working Credit, 166, 169–70workplace agreements, 68, 237, 294, 295, 296workplace diversity, 240–1, 297workplace modifications scheme, 189workplace safety, see occupational health and safetyWorld War II Holocaust survivors, 205, 208, 209Wyong Shire, NSW, 267–8

young people, 9, 41–58, 329, 330 carers, 146 carers of, 150, 189 in foster care, 10 gambling, 136 Indigenous, 9, 119Youth Activities Services (YAS), 44, 45, 46, 52, 56Youth Allowance, 46, 52–5, 276 Budget measures, 16, 18–19 jobless people receiving, 165 one-off $600 per child bonus payment, 16 random sample surveys, 274, 275 Rent Assistance recipients, 55, 115 reviews and appeals, 57, 58youth and student assistance—restructured reviews,

19

youth and student support, 41–58, 261, 337Youth Homelessness Early Intervention, see Reconnect

programYouth Training Allowance, 58


How to fi nd out more

Department of Family and Community ServicesPhone: 1300 653 227TTY: 1800 260 402Web site: www.facs.gov.au

National Offi ceTuggeranong Offi ce ParkAthllon DriveGreenway ACT 2900Box 7788Canberra Mail Centre ACT 2610

State and territory offi cesNSW Level 5, 1 Oxford Street Darlinghurst, Sydney 2010

Victoria 3rd Floor, Casselden Place Bldg 2 Lonsdale Street Melbourne 3000

Queensland Levels 5 & 6, 200 Adelaide Street Brisbane 4000

Western Australia Level 12, Central Park Building 152–158 St Georges Terrace Perth 6000

South Australia Level 10, 55 Currie Street Adelaide 5000

Tasmania Level 3, 21 Kirksway Place Battery Point, Hobart 7004

Northern Territory 2nd Floor, NET Building Scaturchio Street Casuarina, Darwin 0810

ACT Level 3, 8–10 Hobart Place Canberra 2600

Child Support AgencyGeneral inquiries: 13 12 72TTY: 1800 631 187TIS: 13 14 50

Documents

Part 4 Financial statements 2003–04resources.fahcsia.gov.au/annualreport/2004/_lib/pdf/facs_ar_financia… · CAP Crisis Accommodation Program CBD central business district