I'm already a customer

Collecting money - this is when we collect money for you so you don't have to deal with the other parent.

Private collect - this is where CSA works out how much you should receive/pay and then you and the other parent work out money arrangements by yourself. Call 131 272 to get started.

Unless you receive more than the minimum base rate of Family Tax Benefit, you don't need to involve CSA and can make the arrangements on your own.

View more information about private collection.

Do I have a say?

Yes, you can ask us to look over your case and make changes if your circumstances have changed.

If you don't agree with the current details in your case or if the details are incorrect you can ask for them to be changed by sending us a Change of Assessment application.

Call 131 272 to make an appointment with a CSA staff member in your region. They can help you look at your options with the change of assessment process.

If we have made a decision about your case, and you are not happy, you have the right to say so. Here are your options.

Objections - an objection is a request to CSA to formally go back and look at a decision.

Social Security Appeals Tribunal - The SSAT is an independent tribunal which is able to review most objection decisions.

Making a complaint - We recognise that we don't always get it right so we take all complaints very seriously. If you want to make a complaint:

Step One: Contact CSA on 131 272 and speak to your Customer Service Officer who will try to solve the problem.
Step Two: If you are not satisfied with the outcome, ask to speak to their manager.
Step Three: If you are still not satisfied, call CSA's Complaints Service on 132 919* and speak to a complaints officer.

Non-agency payments

Non-agency payments can be a payment to the receiving parent or a third party (like a company, school or another person) that can be recognised as a child support payment if the other parent agrees.

To have a non-agency payment recognised call us on 131 272 or make arrangements with the other parent, and inform us when they occur.

Prescribed non-agency payments

A prescribed non-agency payment is made to a third party (like a company or school) that can be recognised as a child support payment. These payments can be for things such as:

• child care costs
• school or pre-school fees
• amounts payable for uniforms and books prescribed by a school or pre-school
• essential medical and dental expenses
• the receiving parent's share of rent (or mortgage, utilities, rate) and
• some motor vehicle costs.

The receiving parent does not have to agree to a prescribed non-agency payment. Credit can be given up to 30% of your ongoing child support provided the other 70% is paid.

Parenting plans are written agreements about how much time each parents looks after the children. This will help you plan around school holidays and your work schedule.

To get help in developing a plan contact your nearest Family Relationship Centre for further assistance.

For further information about parenting plans visit: www.familycourt.gov.au