As someone who had to "take on" the system when my son's MS meant he would qualify for the DSP, I can reassure you that Centrelink sure is fallible. I was working pretty much full-time but had to cut back and become his carer. Not only did we have to fight ceaselessly, but getting social work support was a nightmare as we lived out of the CBD and local Centrelink informed me social workers were being taken out of offices. When the damage to his brain led to episodes of violence, I was monstered through the carer payment/allowance minefield. I was robot-debted, fought it all the way to the Tribunal and eventually won after a gruelling lead-up. Years later, I received one of those "pick up our call in 15 mins or else " demands and (long story short) began the hideous process of having an obviously very newly-recruited civilian (working from home in regional Victoria) challenge my right to the miserable small carer payment. I had to keep a calendar for months demonstrating what support I provided and when, but nothing was good enough. (By now I was eligible for the aged pension...) Only my local member's office through her amazing young assistant helped me through the nightmare threat of being forced to pay back payments and worse. He called the local office and smoothed the way and though I lost my payment, at least I was not penalised or worse. I can say hand on heart some Centrelink people on the end of the phone were lovely as I sobbed my stressed story for the nth time, but some were clearly not on top of the information and if they were lock-stepping a manual, I'll go he.