Changes to FAO letters

[AnyDream]

Well I haven't seen a letter yet but I just wanted to comment how misleading the FTB (a) income tables are on the website ... For example, it looks like it cuts out altogether for 2 chn at a combined income of 112k odd, but if you ring them you are told, no, that figure "is including the supplement" (WTF? What does that even mean? It sounds like it means Centrelink scales up your taxable income if you qualify for fortnightly FTB a) .... And the REAL figure for fortnightly payments is actually under 107K odd. Wouldnt it makes more sense to have a sentence that says "there are two tiers of FTB a eligibility, the first is for fortnightly payments ... Etc blah blah blah. ?!

And they wonder why they get call centre phone meltdowns...! I rang last night & was advised of a 90 min wait - in the private call centre business, anything over 5 mins & you start paying fines. If they put a little more effort into communicating clear messages they might not get so many calls from confused people. BG do you know whether they have focus groups where they test these webpages/letters on end users? If so, how do I sign up? And if not, I suggest you write an innovation proposal because road testing stuff like this better would save many tens of thousands of dollars.