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When someone answers eventually at Centrelink their voice is not clear and not easily understood so in the end it is pot luck plus if they cant help you and they direct you elsewhere it wait again for another long time.

Last year, i had to wait one hour 50 minutes. Often it is something one cannot do online as much as one tries. One can waste over an hour trying to find the answer on line without result and then one gives up. Then i put it off for when i can be on hold for a coupe of hours.