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DSP claims processing times cut by half in new pilot

Changes to the Disability Support Pension claim process have reduced processing times for most claims by half. The changes are now being rolled out nationally after a successful pilot.

Each year approximately 110,000 claims for DSP are made but only a quarter are actually eligible.

The new process means most people won’t wait for considerable time only to find out their DSP claim was not successful.

Some of the changes which were introduced in the pilot include:

  • Having medical and health professionals review each DSP claim much earlier in the process;
  • Only requiring claimants to go through a Job Capacity Assessment if absolutely necessary;
  • Having the Department contact claimants’ doctors directly for further information, reducing the burden on claimants to act as a go-between; and
  • Giving clearer guidance to doctors and patients about what medical evidence needs to be provided for a DSP claim.

Minister for Human Services Alan Tudge said the Government is continually reviewing administrative processes to identify opportunities for improvement.

“DSP is a vital payment for people in the community who are unable to work full time because they have a disability,” Minister Tudge said.

“These improvements to DSP claim processing are making it easier and faster for people with disabilities to get the assistance they need.

“The Government is ensuring people with a manifest disability get access to DSP faster, while also letting those who are not eligible know sooner and freeing up our phone lines for more complex issues.”

These changes are just one element of the Government’s service delivery transformation – which also includes the billion dollar WPIT programme, upgraded myGov site, new $600 million telephony system, the streamlining of other welfare payment claims, 250 new call centre staff and other measures to reduce call wait times and improving processing efficiencies.

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