Has knowmore changed how it provides services during the pandemic?
Yes. To comply with government directives and protect both the health of our clients and our team knowmore ceased all face-to-face meetings and in-person outreach activities in March. In Victoria and New South Wales we are still offering services by phone and video conference only, but staff in Queensland and Western Australia have returned to the office and have begun face-to-face meetings and planning for outreach.
Given how fast things can change we continue to review the situation in each state and remain guided by the latest and best advice from governments and health authorities.
Have knowmore services been limited?
No. Clients are still able to access our legal, social work and counselling, financial counselling and Aboriginal and Torres Strait Islander engagement services. Our teams remain available to clients during our usual operating hours, from 9am to 5pm, Monday to Friday.
We have also recently made some changes to our processes which means we are now able to provide more timely legal advice to our clients.
Has the pandemic delayed the completion of redress applications?
No. We continue to work with our clients to complete and submit redress applications.
As always, we ask that clients please let us know if there are any changes to their health or if they become unwell. In particular, please tell us if you are diagnosed with COVID-19. This will allow us to prioritise cases and provide better support through the application process.
Is the National Redress Scheme continuing to process redress applications?
Yes, the NRS is continuing to receive and process redress applications. The Scheme is classified as “essential work” for the Department of Social Services and remains well staffed and committed to its work. We have seen the NRS make determinations on a large number of applications during the pandemic.
We continue to be in constant contact with the NRS and will update our clients on their matters as we always have.
Could my redress payment be at risk if my application is successful?
No. Before formally joining the scheme each institution was required to prove that they have the financial capacity to make payments. Payments are made by the Commonwealth Government which then issues invoices to the institutions responsible.
I called the knowmore office but couldn’t get through to anyone.
We are sorry to hear that. Our call volume has been very high since the pandemic began. If you are having any difficulty reaching us by phone, please leave us a message with your details so that we can return your call. You can also email us at firstname.lastname@example.org.