Leah’s community link unbroken
amid new hope for position

By DANIEL CLARKE

12/06/26

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Former Centrelink officer Leah Brook says vulnerable islanders are stressed and angry at being left to navigate the complex world of Services Australia without a face-to-face expert to help with their enquiries.

 

Brook’s four-day-a-week position was unexpectedly terminated by her employer Mobo Group last month, forcing the office on Dauncey Street in Kingscote to close on May 29.

 

Services Australia - the Australian Government agency responsible for operating Centrelink - published advertisements in Adelaide metropolitan newspapers over the weekend requesting expressions of interest before June 23 from organisations to provide agent services on Kangaroo Island. 

 

In a termination letter addressed to Brook, disability employment agency Mobo Group said the decision had been “carefully considered and despite our efforts to sustain operations at this site, due to financial performance, it is no longer viable without compromising the overall stability of the business”.

 

It made clear that that the decision was not related to Brook’s performance. “Your commitment and efforts have been sincerely appreciated,” the letter states.

 

That sentiment has been reflected in the island community, with heartfelt thanks flooding social media posts alongside anger that the vital government service had been so suddenly ripped away.

 

“People are very stressed and unhappy – they’re not okay with the situation,” Brook told the Island Independent outside her locked former office.

 

“There were some people that were halfway through doing claims and they just needed to get some more paperwork in and suddenly they couldn’t come to see me so it was a real shock.

 

“That is why I was doing everything I could in terms of trying to provide advice and help outside of my job. I love this place so much and this is not ok because these people can't be without a Centrelink.

 

“If somebody needs to confirm their ID for any reason, they will need to get on the ferry and go to Victor Harbor. That's why I was so upset about it because I know that's not an option. Do they know how much that costs?”

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The Australian Council of Social Service (ACOSS) said the loss of the face-to-face social service on Kangaroo Island is "seriously concerning". 

 

“Face-to-face support is absolutely vital for people navigating the complexities of the social security system," ACOSS Acting CEO Edwina Macdonald said. "Social services should be easily accessible for all, not just those who can use technology. 

 

“Requiring people to travel large distances for their support is unconscionable and ignores the reality of those living below the poverty line."

 

Brook, who said up to 60 people a week would utilise the face-to-face service, is holding out hope a new agent would be found and she can be reinstated in the position. 

 

“I still want my job if it gets contracted to another company,” she said. “I would love to still be the person to do this because I love my customers and I love helping people. They're so adorable. 

 

“They were always so grateful because I made the process so much easier for them. They just want someone to help them to make it easier so it's not so scary and not so daunting for them.

 

“I was always getting cuddles which I love and every now and again I'd get a box of chocolates or something because I would help older people with their phones or Facebook.” 

 

KI Mayor Michael Pengilly backed Brook to continue the important role if a new agent was contracted.

 

“I don’t have any say in these matters but it would be good if she was able to continue the service she was doing,” Mayor Pengilly said.

 

“She is clearly respected by the community and has done a good job. If that turns out to be the end result, that will be good.

 

“The elderly people need the assistance and the Centrelink side of it is critical to them. They don’t use computers and they don’t need to.”

 

Mayor Pengilly gave credit to Member for Mayo Rebekha Sharkie for “keeping the burner turned up” on the Federal Minister for Government Services Katy Gallagher.

 

“The buttons have been pushed and we need to make sure that people here who need it are serviced fairly quickly because they’ve become used to it,” he said. “We can’t just walk into an office in Victor Harbor because we don’t have an office on the island.”

 

After being alerted by Mayor Pengilly last month, Ms Sharkie wrote to Minister Gallagher to urgently put the service to tender and “consider alternative arrangements that may be put in place to support community members while contractual arrangements are pending”.

 

Services Australia yesterday confirmed its plans to station a temporary specialist team on the island from June 22 and 25 that will include an aged-care specialist officer and a financial information service officer to support people face-to-face.

 

The team will be stationed at the new location of the Junction Community Centre at 13 Osmond Street, Kingscote from 1pm to 4.30pm on Monday 22 June, 11.30am to 4.30pm on the Tuesday, and 8.30am to 4.30pm on the Wednesday and Thursday. 

 

The Australian Government’s Expression of Interest notice published on the weekend states that it contracts agents to deliver services and programs on Service Australia’s behalf and would offer 30 hours per week for a Centrelink officer role in Kingscote. 

 

“Agents help people in rural and remote Australia to access government services,” the advertisement states. “Agents provide a face-to-face information service and free self-help facilities. These include an internet enabled computer, Wi-Fi, phone and scanner/photocopier/printer to help people do their business with us.” 

 

Expressions of interest close at 5pm on June 23. For more information call 02 8440 2814 or visit servicesaustralia.gov.au/agentaccesspointhosts