State Government Concessions

The Hon. K.L. VINCENT (14:41): I seek leave to make a brief explanation before asking the minister representing the Minister for Communities and Social Inclusion questions regarding the new cost of living allowance concession.

Leave granted.

The Hon. K.L. VINCENT: Back some time in May, the government announced the introduction of the cost of living concession. It was to be not just for homeowners paying council rates but also for all South Australians who meet low income criteria. Payments are either $100 or $200, I understand, depending on whether a person is a homeowner or a renter.

The government is obviously very proud of this payment, particularly the fact that it now includes a $100 payment eligibility for low income earners. However, it seems to me that the implementation of this project could be somewhat problematic. First, low income renters do not seem to know, from my consultation and research, that the payment exists or is available to them. Secondly, the application process seems to have some accessibility issues for people with disabilities wishing to apply; and, thirdly, there does not seem to be any particular way to get further information or support with the application process.

This afternoon on my behalf, my office called the concessions hotline on the number 1800 307 758 to get information on the application process for constituents, but instead of speaking to a real person—this is where it gets interesting—my staff member was greeted by an answering machine automated message, which stated the following:

Thank you for calling the South Australian concessions hotline. We are currently experiencing an extremely high volume of calls and are unable to take your call. If you are calling about the cost of living concession, you can access this information from the website from Friday 15 May.

In other words, it didn't put the person on hold, it didn't tell them who they could speak to to get more information: it told them that they could check a website in a little while's time. Dignity for Disability is also concerned that the window to apply for a payment will see very few eligible people aware since the window expires on 31 October. Anyone who applies after this time will not be eligible until the following year. My questions to the minister are:

1. How does the government plan to ensure that low income earners in particular, and particularly renters, actually find out that this cost of living concession exists?

2. Is this possibly going to be another DCSI software debacle along the lines of COLIN?

3. Why is the hard-copy downloadable application form in PDF only, meaning that it could be inaccessible to people using screen readers?

4. Is there a plan to make a version of the application form that is in easy English and plain language for people with low literacy skills?

5. Why can't those applying post 31 October access the payment for this financial year?

6. Why will it take up to 31 March—nine months if you applied on 1 July—for your payment to be received? Why does it take nine months to receive $100?

7. Why is the cost of living concessions helpline so busy that people calling up for information and assistance cannot be queued or even called back by DCSI?

8. Will the department be providing face-to-face support, as well as phone and internet support, for South Australians through an agency such as Service SA to assist people to apply for this concession?

The Hon. I.K. HUNTER (Minister for Sustainability, Environment and Conservation, Minister for Water and the River Murray, Minister for Climate Change) (14:44): I thank the honourable member for her most important questions. I undertake to take her questions on the cost of living allowance to the Minister for Communities and Social Inclusion in the other place and seek a response on her behalf.