For millions of Australians, Centrelink payments are a crucial lifeline. But right now, most claims are facing blowouts in processing times, leaving many stranded.

New data reveals that 27 out of 32 payment types overseen by Services Australia are experiencing sharp increases in wait times. This includes common payments like JobSeeker, Age Pension, Parenting payment, and more.

In recent reports, it was found that call wait times at Centrelink have increased. In July and August, only 23 per cent of calls were answered, compared to 35 per cent throughout the 2022-23 financial year.

Additionally, newly released documents in Senate estimates showed that most payment processing times now fall short of their set 'timeliness standards', which are goals established by Services Australia and its partner agencies.

New documents tabled in Senate estimates reveal the majority of Centrelink payment processing times have fallen below internal targets. Credit: Shutterstock.

So what's causing the hold-up? Centrelink blamed a return to regular staffing levels after extra pandemic support ended. But with cost of living pressures at an all-time high, demand is also skyrocketing.

The data shows some of the most impacted payments:

Age Pension: The target processing time is 49 days, but in August, the average wait was 61 days. This is an increase from 33 days in 2022-23 and 35 days in 2021-22.

Jobseeker payment: It's supposed to be processed within 16 days, but in August, it took an average of 29 days. This is up from just nine days in the previous financial year (2021-22) and 11 days in 2022-23.

Parenting payment: It should be processed within 21 days, but in August, it took an extended 45 days, although it averaged 16 days in both 2021-22 and 2022-23.

Additional Childcare Subsidy Transition to Work payment: This payment had the longest processing time, taking 98 days in August, a significant increase from the 39 days on average in 2022-23 and 45 days the year before.

Hank Jongen, the General Manager of Services Australia, has acknowledged that the department processes millions of claims each year and is working diligently to expedite the process.

In the 2022-23 fiscal year, Centrelink handled 3.6 million claims, with an average waiting time of 27 days in September.

‘We apologise to anyone who is waiting longer than they should be,’ he said. He’s also encouraging customers facing hardship to inform them so they can prioritise those in the most urgent need.

‘We are doing our best to meet demands within this resourcing.’

Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

‘Imagine you’re going through some life-altering stress, and you haven’t received any updates about the payment you need to survive,’ she said.

‘You try to call and find out, but the phone call never connects. And this goes on for months and months.’

She then said: ‘This system is crumbling, and those on income support are being forced to bear the brunt.’

This comes after the issue was brought up during recent Senate hearings, where Centrelink bosses failed to answer Senators' tough questions regarding the agency's declining service standards.

‘When I questioned Services Australia officials in estimates this week about why the customer call wait times were so high, they said one reason was that they had redeployed staff away from calls to process claims more quickly,’ recounted Senator Janet Rice.

‘But these figures show they’re not improving claim times either. In fact, like everywhere else, it’s getting worse.’

‘It’s clear that Services Australia is woefully under-resourced,’ she argued.

Key Takeaways

• Centrelink is facing significant delays in processing claims, with only 5 out of 32 payment types not experiencing increased processing times.
• Documents revealed in Senate estimates showed that most payment processing times had fallen below their new 'timeliness standard'.
• Centrelink attributes the delays in processing payments to the return of regular staffing levels after the extra pandemic support ended.
• Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

If you're facing payment delays, rest assured that many others are in the same boat. We hope things will get better soon for everyone!

We'd like to hear from you, members. Have you ever endured long wait times to reach a Centrelink representative? How did it turn out for you? Please share your stories and experiences in the comments section below!

 

[Iggydi]

This article just blew my mind. Reading that we have an Australian Unemployed Workers’ Union.
I want to know who's paying union fees to the Australian Unemployed Workers’ Union? It just seems really odd.

 

[Wombat49]

I was told my age pension claim would take four weeks. In a recent in-person visit to Centrelink at four weeks, I was told to expect it to take another month. I'm am struggling to pay bills and feed myself.

 

[annimarie]

For millions of Australians, Centrelink payments are a crucial lifeline. But right now, most claims are facing blowouts in processing times, leaving many stranded.

New data reveals that 27 out of 32 payment types overseen by Services Australia are experiencing sharp increases in wait times. This includes common payments like JobSeeker, Age Pension, Parenting payment, and more.

In recent reports, it was found that call wait times at Centrelink have increased. In July and August, only 23 per cent of calls were answered, compared to 35 per cent throughout the 2022-23 financial year.

Additionally, newly released documents in Senate estimates showed that most payment processing times now fall short of their set 'timeliness standards', which are goals established by Services Australia and its partner agencies.

View attachment 33193

New documents tabled in Senate estimates reveal the majority of Centrelink payment processing times have fallen below internal targets. Credit: Shutterstock.

So what's causing the hold-up? Centrelink blamed a return to regular staffing levels after extra pandemic support ended. But with cost of living pressures at an all-time high, demand is also skyrocketing.

The data shows some of the most impacted payments:

Age Pension: The target processing time is 49 days, but in August, the average wait was 61 days. This is an increase from 33 days in 2022-23 and 35 days in 2021-22.

Jobseeker payment: It's supposed to be processed within 16 days, but in August, it took an average of 29 days. This is up from just nine days in the previous financial year (2021-22) and 11 days in 2022-23.

Parenting payment: It should be processed within 21 days, but in August, it took an extended 45 days, although it averaged 16 days in both 2021-22 and 2022-23.

Additional Childcare Subsidy Transition to Work payment: This payment had the longest processing time, taking 98 days in August, a significant increase from the 39 days on average in 2022-23 and 45 days the year before.

Hank Jongen, the General Manager of Services Australia, has acknowledged that the department processes millions of claims each year and is working diligently to expedite the process.

In the 2022-23 fiscal year, Centrelink handled 3.6 million claims, with an average waiting time of 27 days in September.

‘We apologise to anyone who is waiting longer than they should be,’ he said. He’s also encouraging customers facing hardship to inform them so they can prioritise those in the most urgent need.

‘We are doing our best to meet demands within this resourcing.’

Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

‘Imagine you’re going through some life-altering stress, and you haven’t received any updates about the payment you need to survive,’ she said.

‘You try to call and find out, but the phone call never connects. And this goes on for months and months.’

She then said: ‘This system is crumbling, and those on income support are being forced to bear the brunt.’

This comes after the issue was brought up during recent Senate hearings, where Centrelink bosses failed to answer Senators' tough questions regarding the agency's declining service standards.

‘When I questioned Services Australia officials in estimates this week about why the customer call wait times were so high, they said one reason was that they had redeployed staff away from calls to process claims more quickly,’ recounted Senator Janet Rice.

‘But these figures show they’re not improving claim times either. In fact, like everywhere else, it’s getting worse.’

‘It’s clear that Services Australia is woefully under-resourced,’ she argued.

Key Takeaways

• Centrelink is facing significant delays in processing claims, with only 5 out of 32 payment types not experiencing increased processing times.
• Documents revealed in Senate estimates showed that most payment processing times had fallen below their new 'timeliness standard'.
• Centrelink attributes the delays in processing payments to the return of regular staffing levels after the extra pandemic support ended.
• Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

If you're facing payment delays, rest assured that many others are in the same boat. We hope things will get better soon for everyone!

We'd like to hear from you, members. Have you ever endured long wait times to reach a Centrelink representative? How did it turn out for you? Please share your stories and experiences in the comments section below!

 

[annimarie]

I waited 6 months for job seeker payment- due to no one actually doing their job, and lack of knowledge of the staff. Constantly waiting in the queue on the phone - the longest time 1 hour and 45 minutes, only to reach another inept person , have to relay all information again, and still. I finally got satisfaction from making a complaint , and it was then that the problem was escalated to very senior people , and it was then discovered that the very first person I spoke to about my claim obviously had absolutely no knowledge of what to do in my situation. And it was the same with every overdone I spoke to.

What a b$((&y debacle. Centrelink needs a massive overhaul.

 

[TessM]

For millions of Australians, Centrelink payments are a crucial lifeline. But right now, most claims are facing blowouts in processing times, leaving many stranded.

New data reveals that 27 out of 32 payment types overseen by Services Australia are experiencing sharp increases in wait times. This includes common payments like JobSeeker, Age Pension, Parenting payment, and more.

In recent reports, it was found that call wait times at Centrelink have increased. In July and August, only 23 per cent of calls were answered, compared to 35 per cent throughout the 2022-23 financial year.

Additionally, newly released documents in Senate estimates showed that most payment processing times now fall short of their set 'timeliness standards', which are goals established by Services Australia and its partner agencies.

View attachment 33193

New documents tabled in Senate estimates reveal the majority of Centrelink payment processing times have fallen below internal targets. Credit: Shutterstock.

So what's causing the hold-up? Centrelink blamed a return to regular staffing levels after extra pandemic support ended. But with cost of living pressures at an all-time high, demand is also skyrocketing.

The data shows some of the most impacted payments:

Age Pension: The target processing time is 49 days, but in August, the average wait was 61 days. This is an increase from 33 days in 2022-23 and 35 days in 2021-22.

Jobseeker payment: It's supposed to be processed within 16 days, but in August, it took an average of 29 days. This is up from just nine days in the previous financial year (2021-22) and 11 days in 2022-23.

Parenting payment: It should be processed within 21 days, but in August, it took an extended 45 days, although it averaged 16 days in both 2021-22 and 2022-23.

Additional Childcare Subsidy Transition to Work payment: This payment had the longest processing time, taking 98 days in August, a significant increase from the 39 days on average in 2022-23 and 45 days the year before.

Hank Jongen, the General Manager of Services Australia, has acknowledged that the department processes millions of claims each year and is working diligently to expedite the process.

In the 2022-23 fiscal year, Centrelink handled 3.6 million claims, with an average waiting time of 27 days in September.

‘We apologise to anyone who is waiting longer than they should be,’ he said. He’s also encouraging customers facing hardship to inform them so they can prioritise those in the most urgent need.

‘We are doing our best to meet demands within this resourcing.’

Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

‘Imagine you’re going through some life-altering stress, and you haven’t received any updates about the payment you need to survive,’ she said.

‘You try to call and find out, but the phone call never connects. And this goes on for months and months.’

She then said: ‘This system is crumbling, and those on income support are being forced to bear the brunt.’

This comes after the issue was brought up during recent Senate hearings, where Centrelink bosses failed to answer Senators' tough questions regarding the agency's declining service standards.

‘When I questioned Services Australia officials in estimates this week about why the customer call wait times were so high, they said one reason was that they had redeployed staff away from calls to process claims more quickly,’ recounted Senator Janet Rice.

‘But these figures show they’re not improving claim times either. In fact, like everywhere else, it’s getting worse.’

‘It’s clear that Services Australia is woefully under-resourced,’ she argued.

Key Takeaways

• Centrelink is facing significant delays in processing claims, with only 5 out of 32 payment types not experiencing increased processing times.
• Documents revealed in Senate estimates showed that most payment processing times had fallen below their new 'timeliness standard'.
• Centrelink attributes the delays in processing payments to the return of regular staffing levels after the extra pandemic support ended.
• Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

If you're facing payment delays, rest assured that many others are in the same boat. We hope things will get better soon for everyone!

We'd like to hear from you, members. Have you ever endured long wait times to reach a Centrelink representative? How did it turn out for you? Please share your stories and experiences in the comments section below!

It's a disgrace. I've been waiting for my husband's financial hardship claim to be assessed. Not good enough and adds more stress.

 

[Littleboy8]

I was told my age pension claim would take four weeks. In a recent in-person visit to Centrelink at four weeks, I was told to expect it to take another month. I'm am struggling to pay bills and feed myself.

That’s terrible

 

[annimarie]

That’s terrible

 

[anne2162]

For millions of Australians, Centrelink payments are a crucial lifeline. But right now, most claims are facing blowouts in processing times, leaving many stranded.

New data reveals that 27 out of 32 payment types overseen by Services Australia are experiencing sharp increases in wait times. This includes common payments like JobSeeker, Age Pension, Parenting payment, and more.

In recent reports, it was found that call wait times at Centrelink have increased. In July and August, only 23 per cent of calls were answered, compared to 35 per cent throughout the 2022-23 financial year.

Additionally, newly released documents in Senate estimates showed that most payment processing times now fall short of their set 'timeliness standards', which are goals established by Services Australia and its partner agencies.

View attachment 33193

New documents tabled in Senate estimates reveal the majority of Centrelink payment processing times have fallen below internal targets. Credit: Shutterstock.

So what's causing the hold-up? Centrelink blamed a return to regular staffing levels after extra pandemic support ended. But with cost of living pressures at an all-time high, demand is also skyrocketing.

The data shows some of the most impacted payments:

Age Pension: The target processing time is 49 days, but in August, the average wait was 61 days. This is an increase from 33 days in 2022-23 and 35 days in 2021-22.

Jobseeker payment: It's supposed to be processed within 16 days, but in August, it took an average of 29 days. This is up from just nine days in the previous financial year (2021-22) and 11 days in 2022-23.

Parenting payment: It should be processed within 21 days, but in August, it took an extended 45 days, although it averaged 16 days in both 2021-22 and 2022-23.

Additional Childcare Subsidy Transition to Work payment: This payment had the longest processing time, taking 98 days in August, a significant increase from the 39 days on average in 2022-23 and 45 days the year before.

Hank Jongen, the General Manager of Services Australia, has acknowledged that the department processes millions of claims each year and is working diligently to expedite the process.

In the 2022-23 fiscal year, Centrelink handled 3.6 million claims, with an average waiting time of 27 days in September.

‘We apologise to anyone who is waiting longer than they should be,’ he said. He’s also encouraging customers facing hardship to inform them so they can prioritise those in the most urgent need.

‘We are doing our best to meet demands within this resourcing.’

Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

‘Imagine you’re going through some life-altering stress, and you haven’t received any updates about the payment you need to survive,’ she said.

‘You try to call and find out, but the phone call never connects. And this goes on for months and months.’

She then said: ‘This system is crumbling, and those on income support are being forced to bear the brunt.’

This comes after the issue was brought up during recent Senate hearings, where Centrelink bosses failed to answer Senators' tough questions regarding the agency's declining service standards.

‘When I questioned Services Australia officials in estimates this week about why the customer call wait times were so high, they said one reason was that they had redeployed staff away from calls to process claims more quickly,’ recounted Senator Janet Rice.

‘But these figures show they’re not improving claim times either. In fact, like everywhere else, it’s getting worse.’

‘It’s clear that Services Australia is woefully under-resourced,’ she argued.

Key Takeaways

• Centrelink is facing significant delays in processing claims, with only 5 out of 32 payment types not experiencing increased processing times.
• Documents revealed in Senate estimates showed that most payment processing times had fallen below their new 'timeliness standard'.
• Centrelink attributes the delays in processing payments to the return of regular staffing levels after the extra pandemic support ended.
• Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

If you're facing payment delays, rest assured that many others are in the same boat. We hope things will get better soon for everyone!

We'd like to hear from you, members. Have you ever endured long wait times to reach a Centrelink representative? How did it turn out for you? Please share your stories and experiences in the comments section below!

I had called them many times only to wait hours, then be disconnected also if they cannot answer my question I am automatically disconnected. Centrelink are not at all helpful to anyone in any way and I'm at a complete loss as to what to do.

 

[Littleboy8]

If your desperate for food you can get free food from the salvos etc. also all your providers of elec gas phone etc have to by law help you out. Ring there support lines I did when I had to and you can pay stuff off.there is help for you don’t be afraid to ask

 

[footriver01]

My BIL has been waiting 6 months for his aged pension application but apparently it is still being processed.
My husband has been waiting 3 months for his Seniors Health Care card and surprisingly it is still being processed also.
It’s disgusting!!!!
It’s a joke of a system. If they are so understaffed perhaps they should employ more staff to get the backlog cleared then start fresh.

 

[Mahomri]

For millions of Australians, Centrelink payments are a crucial lifeline. But right now, most claims are facing blowouts in processing times, leaving many stranded.

New data reveals that 27 out of 32 payment types overseen by Services Australia are experiencing sharp increases in wait times. This includes common payments like JobSeeker, Age Pension, Parenting payment, and more.

In recent reports, it was found that call wait times at Centrelink have increased. In July and August, only 23 per cent of calls were answered, compared to 35 per cent throughout the 2022-23 financial year.

Additionally, newly released documents in Senate estimates showed that most payment processing times now fall short of their set 'timeliness standards', which are goals established by Services Australia and its partner agencies.

View attachment 33193

New documents tabled in Senate estimates reveal the majority of Centrelink payment processing times have fallen below internal targets. Credit: Shutterstock.

So what's causing the hold-up? Centrelink blamed a return to regular staffing levels after extra pandemic support ended. But with cost of living pressures at an all-time high, demand is also skyrocketing.

The data shows some of the most impacted payments:

Age Pension: The target processing time is 49 days, but in August, the average wait was 61 days. This is an increase from 33 days in 2022-23 and 35 days in 2021-22.

Jobseeker payment: It's supposed to be processed within 16 days, but in August, it took an average of 29 days. This is up from just nine days in the previous financial year (2021-22) and 11 days in 2022-23.

Parenting payment: It should be processed within 21 days, but in August, it took an extended 45 days, although it averaged 16 days in both 2021-22 and 2022-23.

Additional Childcare Subsidy Transition to Work payment: This payment had the longest processing time, taking 98 days in August, a significant increase from the 39 days on average in 2022-23 and 45 days the year before.

Hank Jongen, the General Manager of Services Australia, has acknowledged that the department processes millions of claims each year and is working diligently to expedite the process.

In the 2022-23 fiscal year, Centrelink handled 3.6 million claims, with an average waiting time of 27 days in September.

‘We apologise to anyone who is waiting longer than they should be,’ he said. He’s also encouraging customers facing hardship to inform them so they can prioritise those in the most urgent need.

‘We are doing our best to meet demands within this resourcing.’

Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

‘Imagine you’re going through some life-altering stress, and you haven’t received any updates about the payment you need to survive,’ she said.

‘You try to call and find out, but the phone call never connects. And this goes on for months and months.’

She then said: ‘This system is crumbling, and those on income support are being forced to bear the brunt.’

This comes after the issue was brought up during recent Senate hearings, where Centrelink bosses failed to answer Senators' tough questions regarding the agency's declining service standards.

‘When I questioned Services Australia officials in estimates this week about why the customer call wait times were so high, they said one reason was that they had redeployed staff away from calls to process claims more quickly,’ recounted Senator Janet Rice.

‘But these figures show they’re not improving claim times either. In fact, like everywhere else, it’s getting worse.’

‘It’s clear that Services Australia is woefully under-resourced,’ she argued.

Key Takeaways

• Centrelink is facing significant delays in processing claims, with only 5 out of 32 payment types not experiencing increased processing times.
• Documents revealed in Senate estimates showed that most payment processing times had fallen below their new 'timeliness standard'.
• Centrelink attributes the delays in processing payments to the return of regular staffing levels after the extra pandemic support ended.
• Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

If you're facing payment delays, rest assured that many others are in the same boat. We hope things will get better soon for everyone!

We'd like to hear from you, members. Have you ever endured long wait times to reach a Centrelink representative? How did it turn out for you? Please share your stories and experiences in the comments section below!

I just received my disability pension in september this year. I experienced a wait of 1 and a half years. There was constant changing of reviewers and redoing some of the assessments. Every time I rang them I had to wait up to one and a half hours just to get some one who knew nothing and had to message my assessor who did not always get back to me. The only good thing that came out of it was the backpay they had to give me because it took so long, not to mention they cancelled my application without telling me because it was taking so long.

 

[Littleboy8]

I just received my disability pension in september this year. I experienced a wait of 1 and a half years. There was constant changing of reviewers and redoing some of the assessments. Every time I rang them I had to wait up to one and a half hours just to get some one who knew nothing and had to message my assessor who did not always get back to me. The only good thing that came out of it was the backpay they had to give me because it took so long, not to mention they cancelled my application without telling me because it was taking so long.

Glad you got backpay

 

[Gsr]

My BIL has been waiting 6 months for his aged pension application but apparently it is still being processed.
My husband has been waiting 3 months for his Seniors Health Care card and surprisingly it is still being processed also.
It’s disgusting!!!!
It’s a joke of a system. If they are so understaffed perhaps they should employ more staff to get the backlog cleared then start fresh.

Maybe they should employ some of the pensioners wanting to go back to work. They have incredible skills, a lifetime of experience, have been treated badly by Centrelink so would know how not to treat people, have good reading writing and arithmetic skills which would give them an advantage over younger people in being able to get the backlog of claims processed. They learn quickly so wouldn’t take long to have the knowledge to answer customer enquiries over the phone and they would never be rude and overbearing on the phone or in person. The government is pushing for older people to re enter the workforce so they should lead by example and start employing them in services Australia jobs.

 

[jannet]

I waited 4 months then rang centrelink , to find out that my claim for disability pension forms were blank and I handed them over in person . So I had to reapply for centrelink and was waiting 6 months rang 3 times whilst waiting the 3rd call said that no one has even looked at my claim this person pushed it for me and it was anouther 3 to 4 weeks when I was granted with a small back pay as was on job seeker . I nearly lost my house in the process as I have a morgage the only thing that saved me was super insurance helped me .

 

[mylittletibbies]

Maybe they should employ some of the pensioners wanting to go back to work. They have incredible skills, a lifetime of experience, have been treated badly by Centrelink so would know how not to treat people, have good reading writing and arithmetic skills which would give them an advantage over younger people in being able to get the backlog of claims processed. They learn quickly so wouldn’t take long to have the knowledge to answer customer enquiries over the phone and they would never be rude and overbearing on the phone or in person. The government is pushing for older people to re enter the workforce so they should lead by example and start employing them in services Australia jobs.

That is the smartest idea I have heard for a long time.
Wish my nearest Centrelink office wasn't so far away (over 100kms), I'd think about applying myself. I used to be a private secretary/executive assistant in an earlier life and ran my
own business for 12 years, so think I could handle Centrelink applications.
Pity you couldn't do it from home as I also have lot of carer responsibilities
so hard to leave home.
Nonetheless I'm sure there are plenty of seniors out there with more than adequate experience to do the job.
I might steal your idea, if you have no objection, and suggest to my local member. Maybe others could do the same .
Congrats, such a great idea

 

[footriver01]

Maybe they should employ some of the pensioners wanting to go back to work. They have incredible skills, a lifetime of experience, have been treated badly by Centrelink so would know how not to treat people, have good reading writing and arithmetic skills which would give them an advantage over younger people in being able to get the backlog of claims processed. They learn quickly so wouldn’t take long to have the knowledge to answer customer enquiries over the phone and they would never be rude and overbearing on the phone or in person. The government is pushing for older people to re enter the workforce so they should lead by example and start employing them in services Australia jobs.

That’s a great idea. I would put my hand up straight away.

 

[one2one]

For millions of Australians, Centrelink payments are a crucial lifeline. But right now, most claims are facing blowouts in processing times, leaving many stranded.

New data reveals that 27 out of 32 payment types overseen by Services Australia are experiencing sharp increases in wait times. This includes common payments like JobSeeker, Age Pension, Parenting payment, and more.

In recent reports, it was found that call wait times at Centrelink have increased. In July and August, only 23 per cent of calls were answered, compared to 35 per cent throughout the 2022-23 financial year.

Additionally, newly released documents in Senate estimates showed that most payment processing times now fall short of their set 'timeliness standards', which are goals established by Services Australia and its partner agencies.

View attachment 33193

New documents tabled in Senate estimates reveal the majority of Centrelink payment processing times have fallen below internal targets. Credit: Shutterstock.

So what's causing the hold-up? Centrelink blamed a return to regular staffing levels after extra pandemic support ended. But with cost of living pressures at an all-time high, demand is also skyrocketing.

The data shows some of the most impacted payments:

Age Pension: The target processing time is 49 days, but in August, the average wait was 61 days. This is an increase from 33 days in 2022-23 and 35 days in 2021-22.

Jobseeker payment: It's supposed to be processed within 16 days, but in August, it took an average of 29 days. This is up from just nine days in the previous financial year (2021-22) and 11 days in 2022-23.

Parenting payment: It should be processed within 21 days, but in August, it took an extended 45 days, although it averaged 16 days in both 2021-22 and 2022-23.

Additional Childcare Subsidy Transition to Work payment: This payment had the longest processing time, taking 98 days in August, a significant increase from the 39 days on average in 2022-23 and 45 days the year before.

Hank Jongen, the General Manager of Services Australia, has acknowledged that the department processes millions of claims each year and is working diligently to expedite the process.

In the 2022-23 fiscal year, Centrelink handled 3.6 million claims, with an average waiting time of 27 days in September.

‘We apologise to anyone who is waiting longer than they should be,’ he said. He’s also encouraging customers facing hardship to inform them so they can prioritise those in the most urgent need.

‘We are doing our best to meet demands within this resourcing.’

Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

‘Imagine you’re going through some life-altering stress, and you haven’t received any updates about the payment you need to survive,’ she said.

‘You try to call and find out, but the phone call never connects. And this goes on for months and months.’

She then said: ‘This system is crumbling, and those on income support are being forced to bear the brunt.’

This comes after the issue was brought up during recent Senate hearings, where Centrelink bosses failed to answer Senators' tough questions regarding the agency's declining service standards.

‘When I questioned Services Australia officials in estimates this week about why the customer call wait times were so high, they said one reason was that they had redeployed staff away from calls to process claims more quickly,’ recounted Senator Janet Rice.

‘But these figures show they’re not improving claim times either. In fact, like everywhere else, it’s getting worse.’

‘It’s clear that Services Australia is woefully under-resourced,’ she argued.

Key Takeaways

• Centrelink is facing significant delays in processing claims, with only 5 out of 32 payment types not experiencing increased processing times.
• Documents revealed in Senate estimates showed that most payment processing times had fallen below their new 'timeliness standard'.
• Centrelink attributes the delays in processing payments to the return of regular staffing levels after the extra pandemic support ended.
• Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

If you're facing payment delays, rest assured that many others are in the same boat. We hope things will get better soon for everyone!

We'd like to hear from you, members. Have you ever endured long wait times to reach a Centrelink representative? How did it turn out for you? Please share your stories and experiences in the comments section below!

What’s the point of complaining no one is listening the staff shortages and under trained Staff the system is broken and government white washes it all as long as it
‘S not effect them they don’t give a dame about those struggling trying to make ends meet

 

[CathiR]

For millions of Australians, Centrelink payments are a crucial lifeline. But right now, most claims are facing blowouts in processing times, leaving many stranded.

New data reveals that 27 out of 32 payment types overseen by Services Australia are experiencing sharp increases in wait times. This includes common payments like JobSeeker, Age Pension, Parenting payment, and more.

In recent reports, it was found that call wait times at Centrelink have increased. In July and August, only 23 per cent of calls were answered, compared to 35 per cent throughout the 2022-23 financial year.

Additionally, newly released documents in Senate estimates showed that most payment processing times now fall short of their set 'timeliness standards', which are goals established by Services Australia and its partner agencies.

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New documents tabled in Senate estimates reveal the majority of Centrelink payment processing times have fallen below internal targets. Credit: Shutterstock.

So what's causing the hold-up? Centrelink blamed a return to regular staffing levels after extra pandemic support ended. But with cost of living pressures at an all-time high, demand is also skyrocketing.

The data shows some of the most impacted payments:

Age Pension: The target processing time is 49 days, but in August, the average wait was 61 days. This is an increase from 33 days in 2022-23 and 35 days in 2021-22.

Jobseeker payment: It's supposed to be processed within 16 days, but in August, it took an average of 29 days. This is up from just nine days in the previous financial year (2021-22) and 11 days in 2022-23.

Parenting payment: It should be processed within 21 days, but in August, it took an extended 45 days, although it averaged 16 days in both 2021-22 and 2022-23.

Additional Childcare Subsidy Transition to Work payment: This payment had the longest processing time, taking 98 days in August, a significant increase from the 39 days on average in 2022-23 and 45 days the year before.

Hank Jongen, the General Manager of Services Australia, has acknowledged that the department processes millions of claims each year and is working diligently to expedite the process.

In the 2022-23 fiscal year, Centrelink handled 3.6 million claims, with an average waiting time of 27 days in September.

‘We apologise to anyone who is waiting longer than they should be,’ he said. He’s also encouraging customers facing hardship to inform them so they can prioritise those in the most urgent need.

‘We are doing our best to meet demands within this resourcing.’

Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

‘Imagine you’re going through some life-altering stress, and you haven’t received any updates about the payment you need to survive,’ she said.

‘You try to call and find out, but the phone call never connects. And this goes on for months and months.’

She then said: ‘This system is crumbling, and those on income support are being forced to bear the brunt.’

This comes after the issue was brought up during recent Senate hearings, where Centrelink bosses failed to answer Senators' tough questions regarding the agency's declining service standards.

‘When I questioned Services Australia officials in estimates this week about why the customer call wait times were so high, they said one reason was that they had redeployed staff away from calls to process claims more quickly,’ recounted Senator Janet Rice.

‘But these figures show they’re not improving claim times either. In fact, like everywhere else, it’s getting worse.’

‘It’s clear that Services Australia is woefully under-resourced,’ she argued.

Key Takeaways

• Centrelink is facing significant delays in processing claims, with only 5 out of 32 payment types not experiencing increased processing times.
• Documents revealed in Senate estimates showed that most payment processing times had fallen below their new 'timeliness standard'.
• Centrelink attributes the delays in processing payments to the return of regular staffing levels after the extra pandemic support ended.
• Catherine Caine, a spokesperson for the Australian Unemployed Workers’ Union, described the lengthy waiting times as a nightmarish experience for people relying on welfare.

If you're facing payment delays, rest assured that many others are in the same boat. We hope things will get better soon for everyone!

We'd like to hear from you, members. Have you ever endured long wait times to reach a Centrelink representative? How did it turn out for you? Please share your stories and experiences in the comments section below!

I tried at least daily for a week to call about my concession card renewal and never even got to the call queue. I eventually went into a Centrelink office and was told that after 3 months of misinformation about my claim for a card being done together with my husbands this is not the case and I need to submit a separate claim and start the whole process again, submit the same mountain of paperwork again and wait again. It truly feels like they are making it so hard that people give up

 

[Littleboy8]

I tried at least daily for a week to call about my concession card renewal and never even got to the call queue. I eventually went into a Centrelink office and was told that after 3 months of misinformation about my claim for a card being done together with my husbands this is not the case and I need to submit a separate claim and start the whole process again, submit the same mountain of paperwork again and wait again. It truly feels like they are making it so hard that people give up

Yeah I’d be too