Complex Case Support Services

About Complex Case Support services

Complex Case Support (CCS) delivers specialised and intensive case management services to humanitarian entrants with exceptional needs. Commencing nationally in October 2008, the program provides flexible, tailored and localised responses to meet the individual needs of each case.

CCS is specifically targeted at supporting clients whose needs extend beyond the scope of core settlement services (such as the Integrated Humanitarian Settlement Strategy (IHSS) and the Settlement Grants Program (SGP)). The program is designed to work in partnership with settlement and mainstream services to address the often significant barriers these clients face in settling in Australia.

Humanitarian Services Panel

CCS services are delivered nationally through the Humanitarian Services Panel. The panel comprises 38 organisations which have demonstrated experience in providing case management services to humanitarian entrants and are able to provide services on a needs basis.

Through the Humanitarian Services Panel, some of the most vulnerable people in our community are helped to overcome the extreme difficulties they face in settling into a new country.

Client eligibility

CCS has three main client groups:

• Refugee entrants
• Special Humanitarian Program entrants
• Protection visa holders and persons who hold or have held a Temporary Protection visa.

Clients are eligible for services for up to five years after their arrival in Australia. Flexibility may be shown to this timeframe in exceptional circumstances.

How to refer a client to the services

Anyone can refer a client for CCS assessment including:

• DIAC funded service providers
• Commonwealth, state or territory government agencies
• Community and health organisations
• Volunteer groups
• Self referral.

If someone you know is particularly vulnerable and in need of additional support, simply complete a CCS referral form and forward it to your nearest departmental state or territory office.
See: Form 1292 Referral for Complex Case Support (CCS) (143KB PDF file)

CCS contact details for each state and territory office are in the table below.

Australian Capital Territory	ccs.act@immi.gov.au
New South Wales	ccs.nsw@immi.gov.au
Northern Territory	ccs.nt@immi.gov.au
Queensland	ccs.qld@immi.gov.au
South Australia	ccs.sa@immi.gov.au
Tasmania	ccs.tas@immi.gov.au
Victoria	ccs.vic@immi.gov.au
Western Australia	ccs.wa@immi.gov.au

Further information

A brochure about CCS is available on the department's website.
See: Complex Case Support (290KB PDF file)

To speak to someone about CCS services please contact your local CCS Contract Manager.
Telephone: 1300 855 669