Fatima* arrived in Australia from Afghanistan in 2021, fleeing conflict and displacement amid the COVID-19 pandemic. With no formal education and limited English proficiency, she faced overwhelming challenges navigating Australian systems. Like many newly resettled refugees, Fatima relied heavily on others to interpret official documents and apply for government support. However, this dependence left her vulnerable to unintended consequences most notably, a significant Centrelink debt that threatened her financial security and mental wellbeing. SECL’s Settlement Services team stepped in during a time of crisis, helping Fatima overcome systemic barriers, advocate for fairness, and rebuild her confidence, independence, and stability.

SECL’s case manager took quick, comprehensive action to address Fatima’s complex situation. After learning about the Centrelink debt, they initiated a review by engaging both Centrelink and Social Security Rights Victoria (SSRV), advocating that the original application had not been completed by Fatima herself and citing her significant vulnerabilities. The debt was placed on hold, and following a detailed investigation, the outcome was revised in Fatima’s favour. The majority of the $15,000 was waived, leaving a manageable debt of less than $3,000 to be repaid gradually. Beyond advocacy, SECL provided practical support to restore Fatima’s daily stability. She was referred for food vouchers and hot meal programs and was connected with a Centrelink Engagement Officer for a reassessment of her eligibility. Fatima was successfully re-approved for Special Benefit payments. Her case manager also supported her mental wellbeing by referring her to culturally appropriate counselling and encouraging her to pursue English classes, which she is undertaking online.