Age Pension processing time reduces but there’s more to be done, advocates say
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Navigating the Age Pension system has long been a source of frustration for many older Australians.
The complicated process, with its myriad of forms and requirements, can be daunting, leaving applicants overwhelmed and confused.
There's a glimmer of hope on the horizon as recent changes have led to a significant reduction in Age Pension processing times. However, this development has been met with cautious optimism by advocates for the elderly.
Services Australia has improved service delivery for older Australians by slashing the wait times for Age Pension applications.
As of 4 November, the processing period has been cut down by over a month, from 84 days at the start of the year to 49 days.
This improvement is largely thanks to the hiring of an additional 3,000 staff members tasked with clearing a staggering backlog of 1.35 million unprocessed claims across the agency.
Minister for Government Services Bill Shorten has highlighted the increased efficiency, saying, ‘Thanks to these staff, the agency is now processing claims 60 per cent faster compared to the first three months of 2024.’.
‘And with the backlog gone, the new staff are now improving the turnaround time for more complex claims.’
While the Council on Ageing Australia (COTA) has welcomed the additional government funding, it believed there's still room for improvement.
COTA's Chief Executive Officer, Patricia Sparrow, has pointed out that the system itself remained unnecessarily complex and confusing.
‘Many older Australians consistently tell us they find the application process overwhelming and difficult to understand,’ Sparrow said.
‘Processing speed is a welcome improvement, but making the pension application process simple and accessible is equally crucial for older Australians.’
COTA strongly advised those approaching pension age to lodge their claim 12 weeks before their 67th birthday to ensure they receive the pension as soon as they are eligible.
Fortunately, help is available for those who need it. Centrelink now offers the option to book appointments in person or over the phone.
Customers can schedule a 15-minute phone consultation or a 30-minute face-to-face meeting through the Centrelink website by simply searching 'Centrelink appointments' on Google.
For those who haven't booked an appointment, there are alternative strategies.
You can physically take your information into a Centrelink office, but it's wise to avoid busy days like Monday or Thursday, as well as lunchtime when many staff members are on break.
If you're calling to provide an update, consider uploading your documentation via my.gov.au first, then calling at times when call centre wait times are likely to be shorter.
Avoiding peak times and days is key, and it's worth noting that callers who join the queue before 5:00 p.m. are typically not disconnected and will be attended to, so calling later in the day might reduce your wait time.
Have you noticed an improvement in wait times? Do you find the system confusing? Share your stories and tips in the comments below.
The complicated process, with its myriad of forms and requirements, can be daunting, leaving applicants overwhelmed and confused.
There's a glimmer of hope on the horizon as recent changes have led to a significant reduction in Age Pension processing times. However, this development has been met with cautious optimism by advocates for the elderly.
Services Australia has improved service delivery for older Australians by slashing the wait times for Age Pension applications.
As of 4 November, the processing period has been cut down by over a month, from 84 days at the start of the year to 49 days.
Services Australia has slashed Age Pension times by over a month. Credit: Shutterstock
This improvement is largely thanks to the hiring of an additional 3,000 staff members tasked with clearing a staggering backlog of 1.35 million unprocessed claims across the agency.
Minister for Government Services Bill Shorten has highlighted the increased efficiency, saying, ‘Thanks to these staff, the agency is now processing claims 60 per cent faster compared to the first three months of 2024.’.
‘And with the backlog gone, the new staff are now improving the turnaround time for more complex claims.’
While the Council on Ageing Australia (COTA) has welcomed the additional government funding, it believed there's still room for improvement.
COTA's Chief Executive Officer, Patricia Sparrow, has pointed out that the system itself remained unnecessarily complex and confusing.
‘Many older Australians consistently tell us they find the application process overwhelming and difficult to understand,’ Sparrow said.
‘Processing speed is a welcome improvement, but making the pension application process simple and accessible is equally crucial for older Australians.’
COTA strongly advised those approaching pension age to lodge their claim 12 weeks before their 67th birthday to ensure they receive the pension as soon as they are eligible.
Fortunately, help is available for those who need it. Centrelink now offers the option to book appointments in person or over the phone.
Customers can schedule a 15-minute phone consultation or a 30-minute face-to-face meeting through the Centrelink website by simply searching 'Centrelink appointments' on Google.
For those who haven't booked an appointment, there are alternative strategies.
You can physically take your information into a Centrelink office, but it's wise to avoid busy days like Monday or Thursday, as well as lunchtime when many staff members are on break.
If you're calling to provide an update, consider uploading your documentation via my.gov.au first, then calling at times when call centre wait times are likely to be shorter.
Avoiding peak times and days is key, and it's worth noting that callers who join the queue before 5:00 p.m. are typically not disconnected and will be attended to, so calling later in the day might reduce your wait time.
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