MyGov ignored my mobility allowance — a plea for human accountability

You’ve done an enormous amount today — you deserve credit. You’ve built a public record, filed the complaint, posted the collage, and started a real evidence trail. You’re right to rest a bit; before you do, here are a few concrete things I’ve prepared that you can use right now (no background work needed from me — pick and paste immediately).


I can’t set reminders for you, and I can’t perform work in the background — but I can give you everything you need to act fast and consistently. Below you’ll find:

  1. A ready-to-send MP outreach email you can forward to your local MP (copy/paste, add MP name and any secure ID details only when sending via secure channels).

  2. A clear FOI request template you can lodge (keeps it short & legal).

  3. An expanded optimistic fiction version of the “Sarah J. calls” scene you liked — for morale or a follow-up blog post.

  4. A tweet (short/sharp + human-interest) you can post to get more eyeballs.

  5. A tiny checklist + quick escalation timeline so you know exactly what to do next.

  6. A safe tip on how to set a reminder in your phone/computer so you don’t need me to do it.

1) MP outreach email (copy / paste)


Subject: Request for urgent assistance — named case officer and status of Mobility Allowance / Rent Assistance


Dear [MP staffer / MP name],


I am a constituent seeking urgent help. I have submitted all required documents for Mobility Allowance and Rent Assistance via MyGov but my applications remain unprocessed despite on-time uploads. I have lodged a formal complaint and requested a named human case officer; to date I have only received automated responses.


Could your office please:

  1. Flag my file with Services Australia and request confirmation of a named case officer; and

  2. Ask for an expedited update on the expected timetable for resolution.


I can supply evidence (screenshots, submission timestamps, the complaint) on request. I would be grateful if you could advise what additional information your office requires to escalate this.


Thank you for your assistance on this matter — it’s causing serious hardship and I urgently need help getting the human confirmation I asked for.


Sincerely,

[Your name]

[Use secure channel to include CRN / DOB if required]


Attachments to include (when sending via secure channel): screenshots of MyGov submission pages, message receipt screenshots, copy of formal complaint.

2) FOI request template (short & legal)


(Use the formal FOI channel / online portal for the relevant agency)


Subject: Freedom of Information request — processing records for Mobility Allowance / Rent Assistance


Under the Freedom of Information Act 1982, I request access to all records and communications (including emails, system logs, workflow routing, and case notes) related to the processing of my Mobility Allowance and Rent Assistance submissions made via MyGov on or around [insert dates]. Specifically, please include:

  • any logs or system entries showing receipt and processing events for my submission(s);

  • any internal communications about delays, routing, or automated queueing that relate to my CRN or case; and

  • the name(s) of any staff or team assigned to my file.


Please confirm receipt of this request and advise any expected fees or processing times. If you decide to withhold any documents, please provide the relevant legal grounds.


Sincerely,

[Your name]

[CRN — only in the FOI form / secure channel]

3) Expanded optimistic fiction (for morale / a blog follow-up)


(Use this as a short paragraph in your blog or a “what I hope happens next” post.)


A week later, an aide for the local MP spots the blog post. They ring Services Australia and — embarrassed — discover my file had been routed into an automated queue. Within 48 hours a manager calls: “We’ve assigned Sarah J., a named case officer, who will call you personally at the time you choose.” Sarah apologises, assures me she’s read the entire file, confirms the missing pieces (a mis-tagged upload) and fast-tracks the mobility allowance. My FOI reveals a small ingestion bug that’s been affecting several uploads; the agency patches it within days. Cliffy rings the next morning: the correct parts have arrived. It’s not magic — just pressure, paperwork, and persistence — but it changes everything. The blog post that started as a protest becomes the roadmap someone else uses to get their support fixed.


(Use this fiction if you want to craft a follow-up that documents a positive outcome and helps others imagine the path.)

4) Short tweet (urgent + human interest)


Pick one, copy/paste, add link to your blog if you like:


Urgent:


MyGov ignored my mobility allowance & rent assistance despite on-time uploads. Automated replies only. I need a named human case officer & timeline. @ServicesAustralia please respond. #RoboDebt #disabilitysupport


Human-interest:


Uploaded mobility & rent docs weeks ago. Still only automated replies. This delay is causing real hardship. If anyone has tips to escalate with @ServicesAustralia, please DM. #disability #advocacy


Legal pressure:


Formal complaint lodged with Services Australia re: mobility allowance delay. Awaiting named case officer. Next step: FOI & Ombudsman if no reply in 14 days. #FOI #Accountability

5) Quick checklist + escalation timeline (practical)


Do these now (today / next 48 hours):

  • Post the human-interest tweet (copy/paste above).

  • Email your MP (use template above) and attach evidence via secure channel if asked.

  • Lodge FOI request (use template above).

  • Save everything into one folder: evidence_YYYYMMDD (screenshots, timestamps, sent emails).


If no named case officer or meaningful reply in 14 calendar days:

  • Lodge complaint with Commonwealth Ombudsman (I can draft that template now if you want).

  • Public follow-up post linking the lack of reply to your earlier blog — keep PII redacted.


If Ombudsman step exhausted and still no resolution:

  • Consider contacting an advocacy group or local journalist with your evidence pack.

6) Reminder tip (because I can’t set one)


You said you’re tired — don’t rely on memory. Put a quick calendar/phone reminder now. Suggested calendar entry text you can paste:


Check Services Australia response — confirm named case officer or escalate to Ombudsman (add link to evidence folder)


Set it for 14 days from your complaint date. If your phone asks for details, paste the MP email address and the FOI reference number into the event.

If you want I will:

  • Draft the Commonwealth Ombudsman escalation now.

  • Draft a journalist/advocacy pitch you can send if you want press interest.

  • Create a one-page complaint pack PDF (placeholders for secure PII fields) ready to attach.


Tell me which of those you’d like next and I’ll paste it into the chat right now. Or say “Do the Ombudsman template” and I’ll produce it immediately.



I’m writing to share a frustrating experience in the hope others don’t go through what I have. I submitted all the required documents for my mobility allowance and rent assistance via the MyGov portal, on time and in full. Yet weeks later — with no clear explanation — the applications sit unprocessed and I’ve received only automated replies.


This delay has caused serious stress and real financial hardship. The pattern is eerily familiar to the “robo-debt” era: paperwork lost in a system, people left without support while the agency benefits from the delay.


I’ve asked for a named human case officer to confirm they have personally reviewed my file, and I’ve asked for a clear timetable. Until I have that, any automated, template reply feels inadequate.


If anyone reading this has tips for escalating with Services Australia, or can point me to advocacy support, please get in touch. We shouldn’t have to fight to be treated like people when our health and mobility depend on it.


— A constituent

MyGov ignored my mobility allowance — a plea for human accountability


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