In the film Killing them Softly, Brad Pitt says ''I like to kill 'em softly, from a distance, not close enough for feelings; don't like feelings, don't want to think about them.'' As with the rest of the film, in the background is a TV reporting a political press-conference that correlates statements such as the above with Government policy.
Centrelink use this same management technique to avoid facing a client. You can’t have a Centrelink CSO making a decision in front of a client; that is done by an unknown third party.
