Your Advocate

Kerrie Murtha

Want to know what the legal profession don’t and what Child Support staff keep under wraps?

Let’s face it, the thought of having a Child Support case can be extremely stressful and with this stress also comes confusion, frustration and in some cases a feeling of hopelessness.

Losing sleep over your child support issues?
Fed up with getting different advice?
Are your fears around Child Support keeping you stuck?
Can’t make ends meet?
Losing focus and damaging relationships along the way?

Don’t stress, I’ve got you…. I began my career with Child Support (The Department) back in August 2002, yes over 2 decades ago, when it was commonly known as CSA (Child Support Agency). For over 22 years, I witnessed the journey of tens of thousands of child support customers. I have seen firsthand the difficulties experienced by parents and carers when attempting to navigate, what some consider to be, the matrix of the child support system.

My interactions with Child Support customers over the years have provided me with valuable insights that cannot be found in books, manuals, legislation, or online resources.

Understanding the relevant Child Support legislation is just part of the challenge. The department has specific, mandated processes that must be followed alongside the legislation. Knowing these processes provides a significant advantage and I’m here to reveal those insider secrets.

As someone deeply familiar with the intricacies of the system, I can help you navigate these challenges. Whether you need assistance understanding the legislation, navigating departmental processes, or resolving specific issues, I am here to provide the support and guidance you need.

Reach out today, and let’s work together to tackle these obstacles and find solutions that work for you.

My Solutions

I specialise in providing comprehensive support for parents dealing with child support issues. Think of Child Support Agency Solutions as your one stop shop.
Regardless of your financial position, you are entitled to a free consultation. This may be all you need to move forward to progress your issue with confidence.
A FREE 15-minute consultation can be scheduled for a time that is convenient to you, with no strings attached.
For those who cannot schedule during standard business hours, such as FIFO and shift workers, I offer after-hours availability.
In addition, I offer a comprehensive list of services for parents and carers requiring additional level of support and assistance. Full representation is available; however, spots are very limited due to the intensive support this service requires.

Experiencing any of the following?

Delays and Inefficiencies:

Are you frustrated with long processing times and delays? I can streamline your applications, expedite changes, and ensure that your child support matters are handled promptly and efficiently.

Customer Service Issues:

Struggling to get clear and consistent information? I offer personalised support to ensure you get accurate and helpful information every time. I am here to listen to your concerns and provide the empathy and understanding you deserve.

Payment Calculations:

Unsure if your child support payments are calculated correctly? I will review your assessments for fairness and accuracy, ensuring that the right income information is used and that your payments reflect your true financial situation.

Enforcement and Collection:

Facing difficulties in collecting overdue payments?
Struggling with the amount you are assessed to pay?
I can liaise with Child Support to implement effective measures to support you as a paying parent or a parent in receipt of child support.

System Complexity:

Finding the child support system confusing? I simplify the rules and regulations for you, helping you navigate the system with ease. I will guide you through your rights and obligations, making the process more manageable.

Impact on Parents and Children:

Concerned about the financial and emotional strain? I work to minimise the stress and financial burden on both paying and receiving parents, ensuring that the well-being of your children is prioritised.

My Commitment:

My commitment is to provide you with the support and solutions you need to resolve any child support issues you face. I believe in a fair, efficient, and compassionate approach to child support, and I am here to help you every step of the way.
Let’s work together to make the child support system work for you.

Industry Challenges: Is Child Support Broken?

“Over the past decade, the situation in Services Australia went from bad to worse with both Liberal and Labor Governments cutting staffing numbers when they should have been dramatically increasing them. Unacceptable call wait times, delays to claim processing, increases in customer aggression and high staff turnover are all symptoms of an agency in crisis.” Melissa Donnelly, CPSU National Secretary.

The Child Support (The Department) are facing increasing pressures from both Government and the Community. This has led to ongoing staff turnover and a shortage of experienced personnel. New staff are put under untenable pressures, resulting in more errors being made and an increase is customer dissatisfaction.

I have made the commitment to leverage my extensive knowledge of child support legislation, processes, and precedents to assist individuals with their child support issues.

Industry Experience

Until recently (2024) part of my senior role as a Technical Officer was to provide technical support to child support’s dedicated national solicitor hotline.

I provided options, explanations and information for legal professionals including legal aid organisations from around the country. This included queries on child support legislation, agreement validity, court order interpretation and implementation and all topics from private payments to ending or terminating a child support case.

My specialised skill set was required for this role as it involved having both extensive knowledge and skills to manage the most complex of cases/ scenarios.

One of my long-term specialist roles was as a Senior Objections Officer, which I held for over 7 years. During that time, I scrutinised and finalised hundreds of objection decisions in addition to authorising a similar number of complex determinations. Did you know an objections officer has the authority to review and overturn decisions made by any area within Child Support, including Centrelink care decisions, as well as customer case decisions made by upper management and executive-level management.

My previous case load included complex court order interpretations and implementation, Identifying and correcting complex errors spanning multiple years, reviewing and reconciling customer estimates and incomes, making complex determinations on care percentages, authorising and or refusing applications, liaising with Centrelink to correct payments, intensive debt collection and enforcement, registration of new case applications, ending and revoking prior decisions and investigation of potential invalid decisions.

Let’s work together to make the child support system work for you.

Mission Statement

To empower parents and carers navigating the complexities of the Child Support system by providing expert guidance, compassionate support, and effective solutions. I am dedicated to easing the burdens faced, advocating for your needs, and ensuring you receive the assistance you deserve.

Vision

To create a supportive community where every parent and carer feels understood, respected, and confident in their ability to secure the best outcomes for their families. By offering personalised help and achieving tangible results, I strive to be the supportive and reliable resource they can turn to in times of need. Helping parents and carers is not just my mission; it’s my passion.