1.3 Family Assistance Office (FAO)

Introduction

This chapter briefly describes the role of the FAO in delivering services to families.

Description of the FAO

The FAO is a delivery point for FA (1.1.F.02) payments and services available to Australian families. The FAO operates within Centrelink and Medicare Australia under the governance of the Department of Human Services (DHS).

The following payments and benefits are accessible through the FAO:

• FTB Part A (including supplementary payments and benefits listed below),
  • FTB Part A supplement,
  • large family supplement,
  • multiple birth allowance,
  • rent assistance,
  • health care card,
• FTB Part B,
  • FTB Part B supplement,
• baby bonus,
• maternity immunisation allowance,
• child care benefit,
• CCR (for child care costs incurred on or after 1 July 2006), and
• jobs, education and training child care fee assistance.

The FAO offers a range of first-point-of-contact services, which include:

• answering eligibility enquiries,
• providing information about payment delivery options,
• providing printed information and claim forms,
• receiving forms lodged for all FAO related payments such as claims and change of circumstance notifications,
• making appointments with other FAO staff for complex enquiries and interviews, and
• discussing 'what if' scenarios for different payment options.

FAO call centre

A FAO call centre is also available to assist families with FA related enquiries over the telephone on 13 61 50. The call centre operates from 8 am to 8 pm local time.

FAO Internet site

The FAO has its own Internet site: http://www.familyassist.gov.au/. This website provides on-line information about payments and benefits and a range of services, such as making on-line claims, estimating how much you may receive in family payments, viewing publications and more.

Policy reference: FA Guide 1.2 Description of Payments

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Last reviewed: 6 September 2010