Warning: this story contains content that may be distressing for some readers.
Rhys Cauzzo was 27 years old when he took his own life.
For six months, he had been receiving letters and calls "just about daily", according to his mother, about a mystery $28,000 government debt.
Jenny Miller, from the Sunshine Coast, said her son was "a beautiful soul who was always there for everyone at any time".
"He was very close to his family," she said.
"He would collect electric blankets from op shops to keep stray cats warm in winter.
"He did suffer depression and anxiety but he would always ring myself or his brother and we'd work it out.
"He was my best friend."
Five years after Rhys's death, Ms Miller said the news that a royal commission would be held into the scheme known as "Robodebt", which she believed "pushed him over the edge", was a relief.
"We have been pushing to try to get answers and have some truth," she said.
This week the Albanese government announced details of an inquiry into the botched debt recovery scheme that was implemented by the previous government.
The 2015 Robodebt program used an algorithm to work out whether Centrelink recipients had been overpaid, but unlawfully claimed almost $2 billion in payments from 433,000 people.
'Nothing we can do'
Early in the morning on January 27, 2017, there was a knock on Ms Miller's door.
"The police came to my house at three in the morning to advise me of what had happened," Ms Miller said.
"I just knew that something was out of kilter — it's a mother thing."
Her son started receiving debt notices in May 2016 and the pair would speak about it on the phone, Ms Miller said.
Rhys, who had casual work as a florist, was being asked to pay $28,000 of what the government claimed was an overpayment.
"He went in to see Centrelink, and they said, 'There's nothing we can do — you need to now prove that you haven't earned this money,'" Ms Miller said.
She said Rhys then started receiving calls and letters almost by the day from Centrelink and debt collectors in December 2016.
"I knew straight away that this had pushed him over the edge," Ms Miller said.
When she got to his Melbourne apartment the day after he died, Ms Miller found a drawing Rhys had done depicting a man holding a gun and dollar signs accompanied by the word "debt".
"I've been pushing for a royal commission and accountability," Ms Miller said.
"So this [announcement of the inquiry] now is just fantastic."
'Aggressive and frustrating' messaging
Ms Miller said Rhys had suffered bouts of depression and anxiety throughout his life.
"There was no support to help him get through [what to do about the debt]," she said.
"It's just all wrong — there needs to be massive changes.
"He had other pressures as well … but in saying that, the financial burden – and also not being able to talk to someone – made it extremely difficult.
She said Centrelink and other services needed to be easier to understand and offer more support, including "face to face conversations … not privatised companies [such as debt collectors]".
"One of the biggest problems was that there was really no way he could get answers by going to Centrelink," she said.
"The onus of proof was thrown back on to him.
"It doesn't matter if they're 17 or 27 … they don't probably understand the whole process of how to deal with these situations."
The government defended the scheme at the time and Ms Miller said the messaging was "aggressive and frustrating".
In 2020 the head of the Department of Social Services denied anyone had died by suicide because of the debt recovery scheme.
'We do need answers'
The royal commission was a Labor election promise.
Prime Minister Anthony Albanese said it would "examine the establishment of the scheme, who was responsible for it and why it was necessary, how concerns were handled, how the scheme affected individuals and the financial costs to government, and measures to prevent this ever happening again".
Ms Miller said she would submit evidence as part of the inquiry.
Despite being "highly relieved" when it was announced, she doubted the probe would lead to a meaningful outcome.
"I would like to see those that were in charge of those services be penalised," Ms Miller said.
"These people need to be held accountable.
"You can't play with people's lives — especially those who do rely on these services.
"Hopefully we will see a big change on how anything is done within the Centrelink and social services area."
In 2021, a Federal Court judge awarded $1.8 billion for people wrongly pursued by the scheme following a class action.
"Through the class action, many people are getting back their money, which is a plus," Ms Miller said.
"But are we ever going to get closure on this? I don't know.
"I am hoping that this royal commission will help us get closure, but I don't think you ever get closure when you lose a child.
"We do need answers and I am hoping those answers come forward."
Former Queensland Supreme Court Chief Justice Catherine Holmes will lead the commission.
The final report is due by April 18, 2023.
