Eligibility guidelines

We can only provide advice, ongoing assistance or representation where:

  • the person with the enquiry lives in Victoria; and
  • the enquiry relates to a social security and family assistance law problem that we can provide advice about.

Eligibility for advice

We will provide information and/or referral to any individual or community worker within Victoria who contacts our legal advice services.

We can provide advice regarding social security issues and Centrelink decisions, such as about:

  • eligibility for pensions and allowances
  • variation, suspension or cancellation of payments
  • overpayments and debts raised by Centrelink
  • appealing Centrelink decisions

We have limited resources and obligations under funding agreements, so we must prioritise the provision of more intensive assistance, such as legal casework or representation services.

In consideration of who we are able offer ongoing casework or representation to, SSRV will prioritise:

  • persons suffering financial disadvantage, and
  • vulnerable and or disadvantaged persons.

Financial disadvantage means a person who does not have the means to pay for their legal representation without incurring serious financial difficulty. It includes persons receiving a Centrelink benefit, people who do not have the means to pay for legal assistance, or cannot access their finances temporarily due to circumstances outside of their control.

Attributes and circumstances that that are considered in assessing whether a person is vulnerable and or disadvantaged include:

  • age
  • self-identification as an Aboriginal or a Torres Strait Islander
  • whether the person is a victim/survivor of family violence
  • level of education
  • confidence in speaking, reading and writing in English
  • homeless or at risk of homelessness
  • if the person is in custody
  • if the person lives in regional or rural Victoria
  • whether the person comes from a culturally and linguistically diverse background
  • disability or significant health issues, including mental illness
  • if the person is a single parent
  • source and level of income
  • Affected by a disaster such as bushfire, flood or pandemic

In consideration of who we are able offer ongoing casework or representation to, SSRV also consider:

  • the amount of any debt
  • whether Centrelink has made a decision and if the decision has been reviewed by Centrelink
  • whether we think that the matter has legal merit and that our assistance may make a difference to the outcome
  • if the matter has been referred by a worker or partner organisation
  • whether the matter raises a systemic issue
  • whether the matter would benefit from financial counsellor assistance.

A copy of these criteria can be downloaded from here.

Assistance for individuals

General Advice Line

Monday – Friday

9am-1pm and 2pm-5pm

Rural callers 1800 094 164

Please note: SSRV does not provide initial information and advice services via email. Email inquiries will be referred to the General Advice Line.

SSRV’s General Advice Line provides free and independent advice to assist people to understand legal rights and options in relation to Centrelink entitlements, obligations and decisions. This may include matters such as:

  • eligibility for pensions and allowances
  • variation, suspension or cancellation of payments
  • overpayments or debts raised by Centrelink
  • internal reviews of Centrelink decisions
  • Administrative Appeals Tribunal proceedings.

General Advice Line workers can:

  • talk through legal problems
  • give advice on options and next steps
  • offer resources to assist with understanding or taking action in relation to the legal problem
  • advice whether SSRV may be able to offer further legal assistance.


Further Legal Assistance and Representation

SSRV has limited resources so we must prioritise the provision of more intensive assistance, such as legal casework or representation services. Eligibility Guidelines (see attached) are used to assist us to balance need for our services and maximising the impact of our limited resources. We will generally prioritise providing more intensive assistance to people who are vulnerable and disadvantaged and to workers who are assisting people who are vulnerable and disadvantaged. That the person has been affected by disasters is a factor that is considered.

Pathways to consideration for further legal assistance are via the General Advice Line or through referral by another lawyer or community worker. Individuals will be advised that their matter is being considered for further legal assistance and of the decision.

Assistance for businesses

Small business owners and primary producers from disaster-affected areas can call the General Advice Line, see above. SSRV staff will assess whether the call is in relation to a social security matter and if SSRV can assist.

If it is a social security matter and it relates to the caller, information and advice will be provided as per General Advice Line, see above.

If it is a social security matter and it relates to another person, such as employee, customer or family member, general information may be provided, and a suggestion made that the person be referred to General Advice Line.

If SSRV is unable to assist, an appropriate referral will be made. This may include a warm referral to Justice Connect which is able to make pro bono referrals for a broader range of business-related matters.

Assistance for community lawyers and workers

Worker Help Line

Monday – Friday 9am-5pm

(03) 9481 0655

Please note: SSRV does not provide initial information and advice services via email. Email inquiries will be referred to the General Advice Line.

Professionals assisting people from disaster-affected regions in Victoria with social security matters are invited to use the Worker Help Line. This may include lawyers, financial counsellors, community and health workers, disability advocates and other professionals.

Assistance may include:

  • assessment of warm referral
  • secondary consultation
  • provision of written follow up information
  • offer to recommend matter to case intake meeting to consider further legal task or representation assistance.

Where SSRV accepts a referral from a professional in disaster-affected areas, upon request and with client consent, SSRV will update the referrer as to the outcome of the referral.

SSRV also offers community legal education to other professionals to assist in building confidence and capability in identifying and providing appropriate responses to social security legal problems.