Documents relating to Services Australia’s Lived Experiences Reference Group (LEX 91906) including: The Customer Experience Reference Group: Proof of Concept Report The email correspondence…

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The release concerns Services Australia's Lived Experience Reference Group (LEX 91906), comprising a July 2025 Customer Experience Reference Group Proof of Concept Report (released in full) and related email correspondence (released in part). The report traces the group's origins to Recommendation 12.2 of the Robodebt Royal Commission and describes a late 2024 rapid design sprint involving over 200 customers and 13 peak and advocacy bodies, followed by five proof-of-concept test sessions between January and May 2025. Reported themes include putting people before process, empathy, a lived experience workforce, and compassion over compliance. An external assurance review found the concept viable, and the report recommends a pilot phase. Unresolved issues include remuneration of non-employee participants, where income-testing risks for payments or vouchers were flagged and advice from the CFO Division was pending. Safeguards included a social worker present at sessions and trauma-informed practice training. The emails concern DSS holding an 8(11) determination on incentive payments for income support participants.