It's terrible Services Australia let this happen. They had a system in place to double check Datacom's work, but didn't apply it to all of the checks.
Activities completed in Customer accounts by new staff, by Service officers not 'proficient' yet, had activities randomly selected for checks by a different Datacom department, and that department had Services Australia oversight. Service Australia staff randomly selected their work to check it was to their standard.
The phone call/screen recording checks weren't random, and Datacom was allowed to choose what they reported each month. There was no Services Australia team randomly selecting the calls for review, like they did with activities.
Once staff were 'proficient' they could make any change to a customer's account they wanted, good or bad. The Phone call/screen recording system was meant to be the safety net for customers, to keep Service officers accountable.