Will knowmore continue to operate while COVID-19 restrictions are in place?
Yes. However, to comply with government directives around social distancing and travel, protect the health of our team so they can continue to do their jobs, and safeguard the well-being of our clients, knowmore’s services are currently being delivered by phone or video-conferencing.
We will continue to review the situation as new updates and information are provided by the government and health authorities and look forward to being able to provide face-to-face services again as soon as we can.
Will any knowmore services be affected?
No. Clients will still have access to our intake, legal, social work and counselling, financial counselling and Aboriginal and Torres Strait Islander engagement teams. Our teams are still available to clients during our usual operating hours – from 9am to 5pm, Monday to Friday. Clients may experience some delays in how quickly we can respond and return calls at times, but we remain fully committed to providing all the services we always have, in the timeliest way possible.
Will there be any delays in completing redress applications?
We will continue to work with our clients to complete and submit redress applications. There may be some delays under these new work arrangements, or due to factors beyond our control (such as how quickly we can obtain records that we need from other agencies), but we will keep you updated every step of the way.
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.
Will the National Redress Scheme continue to process redress applications?
Yes, the NRS will continue 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 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. We have received a high number of calls recently. 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 email@example.com.