Robodebt
The so-called ‘Robo-debt’ scheme, implemented
in 2017, resulted in thousands of welfare
recipients being sent inaccurate Centrelink
debt notices following the introduction by the
Department of Human Services of a new online
compliance intervention (OCI) system for raising
and recovering debts. The debt notices caused
anguish and stress for many vulnerable and
disadvantaged recipients (including people with
mental illness and other disabilities) and led to
a class action resulting in a record $1.8 billion
settlement, as well as a Royal Commission.64
Media reports indicate that the debt notices
may have contributed to the death by suicide
of some recipients.65 The Commonwealth
Ombudsman found that, among other factors,
a lack of consultation was key to the resulting
failure:
The project management team failed to
ensure that key external stakeholders
were effectively consulted during key
planning stages. It also failed to effectively
communicate with stakeholders after
the full rollout of the OCI in September
2016, resulting in confusion and
inaccuracy in public statements made
by key non-government organisation
stakeholders, journalists and individuals.
Proper communication with key NGO
stakeholders … could have ensured that
better information about the OCI was
more effectively communicated.66
The UN has found that trust in government
has declined in recent years on a global scale,
with the UN Secretary-General warning of
a ‘trust deficit’.67 In Australia, research by
the Australian National University indicates
that trust in government is at record lows,
with many Australians losing confidence in
democratic institutions and political leaders.68
A Human Rights Act would improve trust
in government decision making, due to
guaranteed rights protections, and the
increased transparency and accountability it
would bring. Public trust enhances respect
for the law, provides greater legitimacy for
authorities and institutions, and deepens
social cohesion.69 Participation and
consultation measures also enhance trust
— being included in the democratic process
has been found to increase ownership over
outcomes and responsible citizenship.70
As responses to COVID-19 have illustrated,
public trust is essential for the widespread
adoption of public policy initiatives designed
to benefit the public at large.
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