Staying connected in today's tech-driven world can sometimes be a real headache, especially when it involves dealing with government agencies.

While technology has undoubtedly transformed the way we communicate, in many ways for the better, it hasn't quite reached its full potential in terms of efficiency and effectiveness.

When it comes to critical service providers like Centrelink, any hiccup in operations affects all of us. It disrupts our comfort, convenience, and our patience levels as well.

Unfortunately, Centrelink has recently found itself in the spotlight for an issue that has left many Australians less than pleased: longer waiting times on the phone.

It seems that despite the advancements in technology, our frustrations about waiting for our calls to be answered remain largely unaddressed.

Centrelink's average wait times have significantly increased due to workforce challenges. Credit: Shutterstock.

Waiting may be a part of life, whether it's for the bus, the kettle to boil, or the grandkids to visit. But importantly, waiting is a pain when it's our hard-earned money and financial security at stake.

New figures reveal that millions of Aussies struggling with the cost-of-living crisis are spending more time than ever waiting on phone lines for their calls to be answered at Centrelink.

Statistics sourced by the opposition indicate that the average wait time across all social security and welfare calls to Centrelink has made a considerable jump from 14 minutes and 14 seconds during the 2021-22 financial year to a whopping 20 minutes and 22 seconds this financial year.

What is contributing to these issues? According to reports, a combination of factors is at play. One factor is the reduced staffing levels and tighter budget that followed the post-pandemic era. Additionally, there is a significant number of Australians who still prefer calling Centrelink instead of utilising digital channels.

Between July and March last year, over six million calls related to parenting and families were made to Centrelink. On average, callers had to wait for approximately 31 minutes and 24 seconds, an increase of nearly seven minutes compared to the previous year's average waiting time of 24 minutes and 45 seconds.

In stark contrast, during the pandemic, when the workforce was substantially expanded, the same individuals experienced a wait time of just eight minutes to have their calls answered.

Another group affected by the prolonged wait times are individuals seeking assistance with disabilities, sickness, and carers. In 2021-2022, the average wait time for this group was 20 minutes and 59 seconds. However, between July 2022 and May 2023, the wait time increased significantly to 28 minutes and 23 seconds.

Furthermore, it's not just the social security calls struggling to navigate Centrelink's telecommunications system. Wait times for other Services Australia programs, such as Medicare and Child Support, have also significantly increased.

​

The current situation at Centrelink is occurring at a crucial time, following Services Australia's recent decision not to extend its $343 million contract with the welfare agency Serco. This move has had a significant impact, resulting in the loss of 600 jobs.

To provide some background, prior to the onset of the Covid-19 pandemic in March 2020, Services Australia had already cut a substantial number of jobs towards the end of 2019. However, during the pandemic, Centrelink had to swiftly hire additional staff to accommodate the rising number of individuals needing welfare or other forms of support.

Nevertheless, as the world gradually adjusted to the 'new normal,' Centrelink has been working towards returning staffing numbers to pre-pandemic levels since last June. Understandably, this adjustment has impacted the quality of service provided, given the increased workload and decreased staff resources.

The opposition's spokesman for government services, Paul Fletcher, has expressed concerns over the escalating waiting times, stating that the government is failing some of the most vulnerable Australians.

'This new data confirms that call wait times have skyrocketed under Labor. This is amid a cost of living crisis when Australians need government services and payments more than ever for support,' Mr Fletcher said.

He further emphasised that the numbers are irrefutable, painting a grim scenario of a system that is faltering.

'The government demonstrably doesn't want to listen to our most vulnerable Australians—they would rather put them on hold. Government Services Minister Bill Shorten needs to put processes in place to ensure customers are no longer adversely impacted,' he went on to say.

A spokesperson for Mr Shorten has emphasised that recent budget papers demonstrate the 'agility' of Services Australia, highlighting their ability to adapt resources in order to maximise frontline staffing levels.

'This includes drawing from their emergency response capabilities and bringing staff back in-house,' they said.

However, Mr Fletcher called for Mr Shorten to clarify the number of those 600-plus jobs that have transitioned into employment within the Australian Public Service, the associated costs, and the strategies in place to address the concerning surge in wait times due to the staffing shortage.

'Mr Shorten needs to be honest with the public,' he said.

Key Takeaways

• Centrelink's workforce is failing to meet demand, resulting in longer wait times for telephone support, according to new data.
• The average wait time has increased from 14 minutes and 14 seconds in the 2021-22 financial year to 20 minutes and 22 seconds this financial year.
• Services Australia has recently decided not to renew its $343 million contract with welfare agency Serco, affecting 600 jobs.
• The opposition's spokesman for government services, Paul Fletcher, has called for a comprehensive review of Services Australia's operations due to growing concern over Centrelink's inefficient service performance.

Navigating Centrelink's phone lines can often feel like searching for a needle in a haystack. Fortunately, there is some good news. Services Australia acknowledges the challenges and is continuously working towards enhancing its service and meeting the growing demands.

The Albanese government has also strongly committed to 'strengthening' the agency.

Patience is indeed a virtue, but when it comes to unfair waiting times, even the most patient individuals can be put to the test. It is our hope that this situation improves sooner rather than later, as time is of the essence when dealing with important matters.

We would like to hear from you, members! Have you experienced the frustration of waiting an extended period just to speak to a Centrelink representative? How did the situation go for you? Please share your experiences and stories with us in the comments section below.

 

[Klaus A]

Yes , after removing my post office PO Box from my address. I have been asked to ring in and update my assets. They didn't change obviously.. After 5 min going through the initial questions by the automated system, they told me waiting time is 40 min.I hang up and went to the office, only to find a similar situation. Three centrelink ladys behind the counter chatting and asking me to have a seat. No one else in the office. A half hour later, the ladys still chatting, someone came to serve me. Toke her 5 seconds to fix up the request.

 

[Ronj]

Staying connected in today's tech-driven world can sometimes be a real headache, especially when it involves dealing with government agencies.

While technology has undoubtedly transformed the way we communicate, in many ways for the better, it hasn't quite reached its full potential in terms of efficiency and effectiveness.

When it comes to critical service providers like Centrelink, any hiccup in operations affects all of us. It disrupts our comfort, convenience, and our patience levels as well.

Unfortunately, Centrelink has recently found itself in the spotlight for an issue that has left many Australians less than pleased: longer waiting times on the phone.

It seems that despite the advancements in technology, our frustrations about waiting for our calls to be answered remain largely unaddressed.

View attachment 24724

Centrelink's average wait times have significantly increased due to workforce challenges. Credit: Shutterstock.

Waiting may be a part of life, whether it's for the bus, the kettle to boil, or the grandkids to visit. But importantly, waiting is a pain when it's our hard-earned money and financial security at stake.

New figures reveal that millions of Aussies struggling with the cost-of-living crisis are spending more time than ever waiting on phone lines for their calls to be answered at Centrelink.

Statistics sourced by the opposition indicate that the average wait time across all social security and welfare calls to Centrelink has made a considerable jump from 14 minutes and 14 seconds during the 2021-22 financial year to a whopping 20 minutes and 22 seconds this financial year.

What is contributing to these issues? According to reports, a combination of factors is at play. One factor is the reduced staffing levels and tighter budget that followed the post-pandemic era. Additionally, there is a significant number of Australians who still prefer calling Centrelink instead of utilising digital channels.

Between July and March last year, over six million calls related to parenting and families were made to Centrelink. On average, callers had to wait for approximately 31 minutes and 24 seconds, an increase of nearly seven minutes compared to the previous year's average waiting time of 24 minutes and 45 seconds.

In stark contrast, during the pandemic, when the workforce was substantially expanded, the same individuals experienced a wait time of just eight minutes to have their calls answered.

Another group affected by the prolonged wait times are individuals seeking assistance with disabilities, sickness, and carers. In 2021-2022, the average wait time for this group was 20 minutes and 59 seconds. However, between July 2022 and May 2023, the wait time increased significantly to 28 minutes and 23 seconds.

Furthermore, it's not just the social security calls struggling to navigate Centrelink's telecommunications system. Wait times for other Services Australia programs, such as Medicare and Child Support, have also significantly increased.

View attachment 24725​

The current situation at Centrelink is occurring at a crucial time, following Services Australia's recent decision not to extend its $343 million contract with the welfare agency Serco. This move has had a significant impact, resulting in the loss of 600 jobs.

To provide some background, prior to the onset of the Covid-19 pandemic in March 2020, Services Australia had already cut a substantial number of jobs towards the end of 2019. However, during the pandemic, Centrelink had to swiftly hire additional staff to accommodate the rising number of individuals needing welfare or other forms of support.

Nevertheless, as the world gradually adjusted to the 'new normal,' Centrelink has been working towards returning staffing numbers to pre-pandemic levels since last June. Understandably, this adjustment has impacted the quality of service provided, given the increased workload and decreased staff resources.

The opposition's spokesman for government services, Paul Fletcher, has expressed concerns over the escalating waiting times, stating that the government is failing some of the most vulnerable Australians.

'This new data confirms that call wait times have skyrocketed under Labor. This is amid a cost of living crisis when Australians need government services and payments more than ever for support,' Mr Fletcher said.

He further emphasised that the numbers are irrefutable, painting a grim scenario of a system that is faltering.

'The government demonstrably doesn't want to listen to our most vulnerable Australians—they would rather put them on hold. Government Services Minister Bill Shorten needs to put processes in place to ensure customers are no longer adversely impacted,' he went on to say.

A spokesperson for Mr Shorten has emphasised that recent budget papers demonstrate the 'agility' of Services Australia, highlighting their ability to adapt resources in order to maximise frontline staffing levels.

'This includes drawing from their emergency response capabilities and bringing staff back in-house,' they said.

However, Mr Fletcher called for Mr Shorten to clarify the number of those 600-plus jobs that have transitioned into employment within the Australian Public Service, the associated costs, and the strategies in place to address the concerning surge in wait times due to the staffing shortage.

'Mr Shorten needs to be honest with the public,' he said.

Key Takeaways

• Centrelink's workforce is failing to meet demand, resulting in longer wait times for telephone support, according to new data.
• The average wait time has increased from 14 minutes and 14 seconds in the 2021-22 financial year to 20 minutes and 22 seconds this financial year.
• Services Australia has recently decided not to renew its $343 million contract with welfare agency Serco, affecting 600 jobs.
• The opposition's spokesman for government services, Paul Fletcher, has called for a comprehensive review of Services Australia's operations due to growing concern over Centrelink's inefficient service performance.

Navigating Centrelink's phone lines can often feel like searching for a needle in a haystack. Fortunately, there is some good news. Services Australia acknowledges the challenges and is continuously working towards enhancing its service and meeting the growing demands.

The Albanese government has also strongly committed to 'strengthening' the agency.

Patience is indeed a virtue, but when it comes to unfair waiting times, even the most patient individuals can be put to the test. It is our hope that this situation improves sooner rather than later, as time is of the essence when dealing with important matters.

We would like to hear from you, members! Have you experienced the frustration of waiting an extended period just to speak to a Centrelink representative? How did the situation go for you? Please share your experiences and stories with us in the comments section below.

 

[JNPARKER]

Geating worse since Albo in government

 

[Ronj]

One needless job that takes Centrelink time is checking the fortnightly reports of asset income changes when they make no difference to a person's pension because they/we/me are so far below any threshold. it's so stupid.
Ron

 

[Suzanne rose]

I don't know where 28 minutes came from. I was waiting 65 minutes last week.

I'm guessing this is also the reason why applications are taking to long. It's been nearly 6 months and still only see In Progress

 

[Monks]

long wait times so what has changed nothing wether it be on the phone or in person hanging on the phone that long you get a bill shock go in person take a cut lunch with you and ALBO says he going to cut people on the Government pay role in some services so what now take a bloody over nite tent with you and a camp stove for your coffee unbelievable they have no ideas and we worked so they can get huge pay packets they do not give a rats out us

 

[Littleboy8]

Staying connected in today's tech-driven world can sometimes be a real headache, especially when it involves dealing with government agencies.

While technology has undoubtedly transformed the way we communicate, in many ways for the better, it hasn't quite reached its full potential in terms of efficiency and effectiveness.

When it comes to critical service providers like Centrelink, any hiccup in operations affects all of us. It disrupts our comfort, convenience, and our patience levels as well.

Unfortunately, Centrelink has recently found itself in the spotlight for an issue that has left many Australians less than pleased: longer waiting times on the phone.

It seems that despite the advancements in technology, our frustrations about waiting for our calls to be answered remain largely unaddressed.

View attachment 24724

Centrelink's average wait times have significantly increased due to workforce challenges. Credit: Shutterstock.

Waiting may be a part of life, whether it's for the bus, the kettle to boil, or the grandkids to visit. But importantly, waiting is a pain when it's our hard-earned money and financial security at stake.

New figures reveal that millions of Aussies struggling with the cost-of-living crisis are spending more time than ever waiting on phone lines for their calls to be answered at Centrelink.

Statistics sourced by the opposition indicate that the average wait time across all social security and welfare calls to Centrelink has made a considerable jump from 14 minutes and 14 seconds during the 2021-22 financial year to a whopping 20 minutes and 22 seconds this financial year.

What is contributing to these issues? According to reports, a combination of factors is at play. One factor is the reduced staffing levels and tighter budget that followed the post-pandemic era. Additionally, there is a significant number of Australians who still prefer calling Centrelink instead of utilising digital channels.

Between July and March last year, over six million calls related to parenting and families were made to Centrelink. On average, callers had to wait for approximately 31 minutes and 24 seconds, an increase of nearly seven minutes compared to the previous year's average waiting time of 24 minutes and 45 seconds.

In stark contrast, during the pandemic, when the workforce was substantially expanded, the same individuals experienced a wait time of just eight minutes to have their calls answered.

Another group affected by the prolonged wait times are individuals seeking assistance with disabilities, sickness, and carers. In 2021-2022, the average wait time for this group was 20 minutes and 59 seconds. However, between July 2022 and May 2023, the wait time increased significantly to 28 minutes and 23 seconds.

Furthermore, it's not just the social security calls struggling to navigate Centrelink's telecommunications system. Wait times for other Services Australia programs, such as Medicare and Child Support, have also significantly increased.

View attachment 24725​

The current situation at Centrelink is occurring at a crucial time, following Services Australia's recent decision not to extend its $343 million contract with the welfare agency Serco. This move has had a significant impact, resulting in the loss of 600 jobs.

To provide some background, prior to the onset of the Covid-19 pandemic in March 2020, Services Australia had already cut a substantial number of jobs towards the end of 2019. However, during the pandemic, Centrelink had to swiftly hire additional staff to accommodate the rising number of individuals needing welfare or other forms of support.

Nevertheless, as the world gradually adjusted to the 'new normal,' Centrelink has been working towards returning staffing numbers to pre-pandemic levels since last June. Understandably, this adjustment has impacted the quality of service provided, given the increased workload and decreased staff resources.

The opposition's spokesman for government services, Paul Fletcher, has expressed concerns over the escalating waiting times, stating that the government is failing some of the most vulnerable Australians.

'This new data confirms that call wait times have skyrocketed under Labor. This is amid a cost of living crisis when Australians need government services and payments more than ever for support,' Mr Fletcher said.

He further emphasised that the numbers are irrefutable, painting a grim scenario of a system that is faltering.

'The government demonstrably doesn't want to listen to our most vulnerable Australians—they would rather put them on hold. Government Services Minister Bill Shorten needs to put processes in place to ensure customers are no longer adversely impacted,' he went on to say.

A spokesperson for Mr Shorten has emphasised that recent budget papers demonstrate the 'agility' of Services Australia, highlighting their ability to adapt resources in order to maximise frontline staffing levels.

'This includes drawing from their emergency response capabilities and bringing staff back in-house,' they said.

However, Mr Fletcher called for Mr Shorten to clarify the number of those 600-plus jobs that have transitioned into employment within the Australian Public Service, the associated costs, and the strategies in place to address the concerning surge in wait times due to the staffing shortage.

'Mr Shorten needs to be honest with the public,' he said.

Key Takeaways

• Centrelink's workforce is failing to meet demand, resulting in longer wait times for telephone support, according to new data.
• The average wait time has increased from 14 minutes and 14 seconds in the 2021-22 financial year to 20 minutes and 22 seconds this financial year.
• Services Australia has recently decided not to renew its $343 million contract with welfare agency Serco, affecting 600 jobs.
• The opposition's spokesman for government services, Paul Fletcher, has called for a comprehensive review of Services Australia's operations due to growing concern over Centrelink's inefficient service performance.

Navigating Centrelink's phone lines can often feel like searching for a needle in a haystack. Fortunately, there is some good news. Services Australia acknowledges the challenges and is continuously working towards enhancing its service and meeting the growing demands.

The Albanese government has also strongly committed to 'strengthening' the agency.

Patience is indeed a virtue, but when it comes to unfair waiting times, even the most patient individuals can be put to the test. It is our hope that this situation improves sooner rather than later, as time is of the essence when dealing with important matters.

We would like to hear from you, members! Have you experienced the frustration of waiting an extended period just to speak to a Centrelink representative? How did the situation go for you? Please share your experiences and stories with us in the comments section below.

Every time I ring Centrelink it’s usually anywhe

Staying connected in today's tech-driven world can sometimes be a real headache, especially when it involves dealing with government agencies.

While technology has undoubtedly transformed the way we communicate, in many ways for the better, it hasn't quite reached its full potential in terms of efficiency and effectiveness.

When it comes to critical service providers like Centrelink, any hiccup in operations affects all of us. It disrupts our comfort, convenience, and our patience levels as well.

Unfortunately, Centrelink has recently found itself in the spotlight for an issue that has left many Australians less than pleased: longer waiting times on the phone.

It seems that despite the advancements in technology, our frustrations about waiting for our calls to be answered remain largely unaddressed.

View attachment 24724

Centrelink's average wait times have significantly increased due to workforce challenges. Credit: Shutterstock.

Waiting may be a part of life, whether it's for the bus, the kettle to boil, or the grandkids to visit. But importantly, waiting is a pain when it's our hard-earned money and financial security at stake.

New figures reveal that millions of Aussies struggling with the cost-of-living crisis are spending more time than ever waiting on phone lines for their calls to be answered at Centrelink.

Statistics sourced by the opposition indicate that the average wait time across all social security and welfare calls to Centrelink has made a considerable jump from 14 minutes and 14 seconds during the 2021-22 financial year to a whopping 20 minutes and 22 seconds this financial year.

What is contributing to these issues? According to reports, a combination of factors is at play. One factor is the reduced staffing levels and tighter budget that followed the post-pandemic era. Additionally, there is a significant number of Australians who still prefer calling Centrelink instead of utilising digital channels.

Between July and March last year, over six million calls related to parenting and families were made to Centrelink. On average, callers had to wait for approximately 31 minutes and 24 seconds, an increase of nearly seven minutes compared to the previous year's average waiting time of 24 minutes and 45 seconds.

In stark contrast, during the pandemic, when the workforce was substantially expanded, the same individuals experienced a wait time of just eight minutes to have their calls answered.

Another group affected by the prolonged wait times are individuals seeking assistance with disabilities, sickness, and carers. In 2021-2022, the average wait time for this group was 20 minutes and 59 seconds. However, between July 2022 and May 2023, the wait time increased significantly to 28 minutes and 23 seconds.

Furthermore, it's not just the social security calls struggling to navigate Centrelink's telecommunications system. Wait times for other Services Australia programs, such as Medicare and Child Support, have also significantly increased.

View attachment 24725​

The current situation at Centrelink is occurring at a crucial time, following Services Australia's recent decision not to extend its $343 million contract with the welfare agency Serco. This move has had a significant impact, resulting in the loss of 600 jobs.

To provide some background, prior to the onset of the Covid-19 pandemic in March 2020, Services Australia had already cut a substantial number of jobs towards the end of 2019. However, during the pandemic, Centrelink had to swiftly hire additional staff to accommodate the rising number of individuals needing welfare or other forms of support.

Nevertheless, as the world gradually adjusted to the 'new normal,' Centrelink has been working towards returning staffing numbers to pre-pandemic levels since last June. Understandably, this adjustment has impacted the quality of service provided, given the increased workload and decreased staff resources.

The opposition's spokesman for government services, Paul Fletcher, has expressed concerns over the escalating waiting times, stating that the government is failing some of the most vulnerable Australians.

'This new data confirms that call wait times have skyrocketed under Labor. This is amid a cost of living crisis when Australians need government services and payments more than ever for support,' Mr Fletcher said.

He further emphasised that the numbers are irrefutable, painting a grim scenario of a system that is faltering.

'The government demonstrably doesn't want to listen to our most vulnerable Australians—they would rather put them on hold. Government Services Minister Bill Shorten needs to put processes in place to ensure customers are no longer adversely impacted,' he went on to say.

A spokesperson for Mr Shorten has emphasised that recent budget papers demonstrate the 'agility' of Services Australia, highlighting their ability to adapt resources in order to maximise frontline staffing levels.

'This includes drawing from their emergency response capabilities and bringing staff back in-house,' they said.

However, Mr Fletcher called for Mr Shorten to clarify the number of those 600-plus jobs that have transitioned into employment within the Australian Public Service, the associated costs, and the strategies in place to address the concerning surge in wait times due to the staffing shortage.

'Mr Shorten needs to be honest with the public,' he said.

Key Takeaways

• Centrelink's workforce is failing to meet demand, resulting in longer wait times for telephone support, according to new data.
• The average wait time has increased from 14 minutes and 14 seconds in the 2021-22 financial year to 20 minutes and 22 seconds this financial year.
• Services Australia has recently decided not to renew its $343 million contract with welfare agency Serco, affecting 600 jobs.
• The opposition's spokesman for government services, Paul Fletcher, has called for a comprehensive review of Services Australia's operations due to growing concern over Centrelink's inefficient service performance.

Navigating Centrelink's phone lines can often feel like searching for a needle in a haystack. Fortunately, there is some good news. Services Australia acknowledges the challenges and is continuously working towards enhancing its service and meeting the growing demands.

The Albanese government has also strongly committed to 'strengthening' the agency.

Patience is indeed a virtue, but when it comes to unfair waiting times, even the most patient individuals can be put to the test. It is our hope that this situation improves sooner rather than later, as time is of the essence when dealing with important matters.

We would like to hear from you, members! Have you experienced the frustration of waiting an extended period just to speak to a Centrelink representative? How did the situation go for you? Please share your experiences and stories with us in the comments section below.

 

[Joyem]

If I have to see Centrelink about something which is rare, thank goodness, I'd rather go to their local office even though you have to wait.

 

[Littleboy8]

I don't know where 28 minutes came from. I was waiting 65 minutes last week.

I'm guessing this is also the reason why applications are taking to long. It's been nearly 6 months and still only see In Progress

Same here 65 minutes and longer frustrating!

 

[MaggieMay1948]

Staying connected in today's tech-driven world can sometimes be a real headache, especially when it involves dealing with government agencies.

While technology has undoubtedly transformed the way we communicate, in many ways for the better, it hasn't quite reached its full potential in terms of efficiency and effectiveness.

When it comes to critical service providers like Centrelink, any hiccup in operations affects all of us. It disrupts our comfort, convenience, and our patience levels as well.

Unfortunately, Centrelink has recently found itself in the spotlight for an issue that has left many Australians less than pleased: longer waiting times on the phone.

It seems that despite the advancements in technology, our frustrations about waiting for our calls to be answered remain largely unaddressed.

View attachment 24724

Centrelink's average wait times have significantly increased due to workforce challenges. Credit: Shutterstock.

Waiting may be a part of life, whether it's for the bus, the kettle to boil, or the grandkids to visit. But importantly, waiting is a pain when it's our hard-earned money and financial security at stake.

New figures reveal that millions of Aussies struggling with the cost-of-living crisis are spending more time than ever waiting on phone lines for their calls to be answered at Centrelink.

Statistics sourced by the opposition indicate that the average wait time across all social security and welfare calls to Centrelink has made a considerable jump from 14 minutes and 14 seconds during the 2021-22 financial year to a whopping 20 minutes and 22 seconds this financial year.

What is contributing to these issues? According to reports, a combination of factors is at play. One factor is the reduced staffing levels and tighter budget that followed the post-pandemic era. Additionally, there is a significant number of Australians who still prefer calling Centrelink instead of utilising digital channels.

Between July and March last year, over six million calls related to parenting and families were made to Centrelink. On average, callers had to wait for approximately 31 minutes and 24 seconds, an increase of nearly seven minutes compared to the previous year's average waiting time of 24 minutes and 45 seconds.

In stark contrast, during the pandemic, when the workforce was substantially expanded, the same individuals experienced a wait time of just eight minutes to have their calls answered.

Another group affected by the prolonged wait times are individuals seeking assistance with disabilities, sickness, and carers. In 2021-2022, the average wait time for this group was 20 minutes and 59 seconds. However, between July 2022 and May 2023, the wait time increased significantly to 28 minutes and 23 seconds.

Furthermore, it's not just the social security calls struggling to navigate Centrelink's telecommunications system. Wait times for other Services Australia programs, such as Medicare and Child Support, have also significantly increased.

View attachment 24725​

The current situation at Centrelink is occurring at a crucial time, following Services Australia's recent decision not to extend its $343 million contract with the welfare agency Serco. This move has had a significant impact, resulting in the loss of 600 jobs.

To provide some background, prior to the onset of the Covid-19 pandemic in March 2020, Services Australia had already cut a substantial number of jobs towards the end of 2019. However, during the pandemic, Centrelink had to swiftly hire additional staff to accommodate the rising number of individuals needing welfare or other forms of support.

Nevertheless, as the world gradually adjusted to the 'new normal,' Centrelink has been working towards returning staffing numbers to pre-pandemic levels since last June. Understandably, this adjustment has impacted the quality of service provided, given the increased workload and decreased staff resources.

The opposition's spokesman for government services, Paul Fletcher, has expressed concerns over the escalating waiting times, stating that the government is failing some of the most vulnerable Australians.

'This new data confirms that call wait times have skyrocketed under Labor. This is amid a cost of living crisis when Australians need government services and payments more than ever for support,' Mr Fletcher said.

He further emphasised that the numbers are irrefutable, painting a grim scenario of a system that is faltering.

'The government demonstrably doesn't want to listen to our most vulnerable Australians—they would rather put them on hold. Government Services Minister Bill Shorten needs to put processes in place to ensure customers are no longer adversely impacted,' he went on to say.

A spokesperson for Mr Shorten has emphasised that recent budget papers demonstrate the 'agility' of Services Australia, highlighting their ability to adapt resources in order to maximise frontline staffing levels.

'This includes drawing from their emergency response capabilities and bringing staff back in-house,' they said.

However, Mr Fletcher called for Mr Shorten to clarify the number of those 600-plus jobs that have transitioned into employment within the Australian Public Service, the associated costs, and the strategies in place to address the concerning surge in wait times due to the staffing shortage.

'Mr Shorten needs to be honest with the public,' he said.

Key Takeaways

• Centrelink's workforce is failing to meet demand, resulting in longer wait times for telephone support, according to new data.
• The average wait time has increased from 14 minutes and 14 seconds in the 2021-22 financial year to 20 minutes and 22 seconds this financial year.
• Services Australia has recently decided not to renew its $343 million contract with welfare agency Serco, affecting 600 jobs.
• The opposition's spokesman for government services, Paul Fletcher, has called for a comprehensive review of Services Australia's operations due to growing concern over Centrelink's inefficient service performance.

Navigating Centrelink's phone lines can often feel like searching for a needle in a haystack. Fortunately, there is some good news. Services Australia acknowledges the challenges and is continuously working towards enhancing its service and meeting the growing demands.

The Albanese government has also strongly committed to 'strengthening' the agency.

Patience is indeed a virtue, but when it comes to unfair waiting times, even the most patient individuals can be put to the test. It is our hope that this situation improves sooner rather than later, as time is of the essence when dealing with important matters.

We would like to hear from you, members! Have you experienced the frustration of waiting an extended period just to speak to a Centrelink representative? How did the situation go for you? Please share your experiences and stories with us in the comments section below.

I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus. Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to to be transferred and start the whole waiting game again! Centrelink is horrendous.

 

[Suzanne rose]

The worst thing is waiting over an hour and then it disconnects

 

[onthepond]

Waited 1 hour 40 minutes -much easier to visit an office - waiting 6 months for pension application still in progress

 

[Littleboy8]

The worst thing is waiting over an hour and then it disconnects

Exactly!

 

[Suzanne rose]

Waited 1 hour 40 minutes -much easier to visit an office - waiting 6 months for pension application still in progress

Age pension isn't suppose to take any longer than 3 months. I've been waiting nearly 6 months for DSP

 

[mummygoth]

Staying connected in today's tech-driven world can sometimes be a real headache, especially when it involves dealing with government agencies.

While technology has undoubtedly transformed the way we communicate, in many ways for the better, it hasn't quite reached its full potential in terms of efficiency and effectiveness.

When it comes to critical service providers like Centrelink, any hiccup in operations affects all of us. It disrupts our comfort, convenience, and our patience levels as well.

Unfortunately, Centrelink has recently found itself in the spotlight for an issue that has left many Australians less than pleased: longer waiting times on the phone.

It seems that despite the advancements in technology, our frustrations about waiting for our calls to be answered remain largely unaddressed.

View attachment 24724

Centrelink's average wait times have significantly increased due to workforce challenges. Credit: Shutterstock.

Waiting may be a part of life, whether it's for the bus, the kettle to boil, or the grandkids to visit. But importantly, waiting is a pain when it's our hard-earned money and financial security at stake.

New figures reveal that millions of Aussies struggling with the cost-of-living crisis are spending more time than ever waiting on phone lines for their calls to be answered at Centrelink.

Statistics sourced by the opposition indicate that the average wait time across all social security and welfare calls to Centrelink has made a considerable jump from 14 minutes and 14 seconds during the 2021-22 financial year to a whopping 20 minutes and 22 seconds this financial year.

What is contributing to these issues? According to reports, a combination of factors is at play. One factor is the reduced staffing levels and tighter budget that followed the post-pandemic era. Additionally, there is a significant number of Australians who still prefer calling Centrelink instead of utilising digital channels.

Between July and March last year, over six million calls related to parenting and families were made to Centrelink. On average, callers had to wait for approximately 31 minutes and 24 seconds, an increase of nearly seven minutes compared to the previous year's average waiting time of 24 minutes and 45 seconds.

In stark contrast, during the pandemic, when the workforce was substantially expanded, the same individuals experienced a wait time of just eight minutes to have their calls answered.

Another group affected by the prolonged wait times are individuals seeking assistance with disabilities, sickness, and carers. In 2021-2022, the average wait time for this group was 20 minutes and 59 seconds. However, between July 2022 and May 2023, the wait time increased significantly to 28 minutes and 23 seconds.

Furthermore, it's not just the social security calls struggling to navigate Centrelink's telecommunications system. Wait times for other Services Australia programs, such as Medicare and Child Support, have also significantly increased.

View attachment 24725​

The current situation at Centrelink is occurring at a crucial time, following Services Australia's recent decision not to extend its $343 million contract with the welfare agency Serco. This move has had a significant impact, resulting in the loss of 600 jobs.

To provide some background, prior to the onset of the Covid-19 pandemic in March 2020, Services Australia had already cut a substantial number of jobs towards the end of 2019. However, during the pandemic, Centrelink had to swiftly hire additional staff to accommodate the rising number of individuals needing welfare or other forms of support.

Nevertheless, as the world gradually adjusted to the 'new normal,' Centrelink has been working towards returning staffing numbers to pre-pandemic levels since last June. Understandably, this adjustment has impacted the quality of service provided, given the increased workload and decreased staff resources.

The opposition's spokesman for government services, Paul Fletcher, has expressed concerns over the escalating waiting times, stating that the government is failing some of the most vulnerable Australians.

'This new data confirms that call wait times have skyrocketed under Labor. This is amid a cost of living crisis when Australians need government services and payments more than ever for support,' Mr Fletcher said.

He further emphasised that the numbers are irrefutable, painting a grim scenario of a system that is faltering.

'The government demonstrably doesn't want to listen to our most vulnerable Australians—they would rather put them on hold. Government Services Minister Bill Shorten needs to put processes in place to ensure customers are no longer adversely impacted,' he went on to say.

A spokesperson for Mr Shorten has emphasised that recent budget papers demonstrate the 'agility' of Services Australia, highlighting their ability to adapt resources in order to maximise frontline staffing levels.

'This includes drawing from their emergency response capabilities and bringing staff back in-house,' they said.

However, Mr Fletcher called for Mr Shorten to clarify the number of those 600-plus jobs that have transitioned into employment within the Australian Public Service, the associated costs, and the strategies in place to address the concerning surge in wait times due to the staffing shortage.

'Mr Shorten needs to be honest with the public,' he said.

Key Takeaways

• Centrelink's workforce is failing to meet demand, resulting in longer wait times for telephone support, according to new data.
• The average wait time has increased from 14 minutes and 14 seconds in the 2021-22 financial year to 20 minutes and 22 seconds this financial year.
• Services Australia has recently decided not to renew its $343 million contract with welfare agency Serco, affecting 600 jobs.
• The opposition's spokesman for government services, Paul Fletcher, has called for a comprehensive review of Services Australia's operations due to growing concern over Centrelink's inefficient service performance.

Navigating Centrelink's phone lines can often feel like searching for a needle in a haystack. Fortunately, there is some good news. Services Australia acknowledges the challenges and is continuously working towards enhancing its service and meeting the growing demands.

The Albanese government has also strongly committed to 'strengthening' the agency.

Patience is indeed a virtue, but when it comes to unfair waiting times, even the most patient individuals can be put to the test. It is our hope that this situation improves sooner rather than later, as time is of the essence when dealing with important matters.

We would like to hear from you, members! Have you experienced the frustration of waiting an extended period just to speak to a Centrelink representative? How did the situation go for you? Please share your experiences and stories with us in the comments section below.

I used to work for Telstra & when the IVR was first introduced we were told that her name was "Karen" & the more we spoke to her the smarter she got. She ain't that smart! All these years & she hasn't learnt to swear!

The sad fact of it is that the staff member taking the call often bears the brunt of callers frustrations, copping a mouth full of very toxic abuse in the process.

I had to call Centrelink recently & was struggling to get past the IVR. Even tho I was speaking very clearly & precisely, it couldn't understand me. I ended up saying "human being" over & over & over again & again until it finally conceded defeat & put me through to one.

 

[Countryjohn]

I have called Centrelink from overseas and waited for 1 1/2 hours. SOmetimes the phone disconnects when they pick up. I now ring the AAged Care line which is normally more than 20 minutes. Then to be told that the person I spoke to last week did not do what she said she would so its another weeks wait for a decision from them.
It's not only Centrelink that has long wait times. My average at CBA is around 2 hours. Other places from what I have been told are all getting worse.

 

[Giggler]

Staying connected in today's tech-driven world can sometimes be a real headache, especially when it involves dealing with government agencies.

While technology has undoubtedly transformed the way we communicate, in many ways for the better, it hasn't quite reached its full potential in terms of efficiency and effectiveness.

When it comes to critical service providers like Centrelink, any hiccup in operations affects all of us. It disrupts our comfort, convenience, and our patience levels as well.

Unfortunately, Centrelink has recently found itself in the spotlight for an issue that has left many Australians less than pleased: longer waiting times on the phone.

It seems that despite the advancements in technology, our frustrations about waiting for our calls to be answered remain largely unaddressed.

View attachment 24724

Centrelink's average wait times have significantly increased due to workforce challenges. Credit: Shutterstock.

Waiting may be a part of life, whether it's for the bus, the kettle to boil, or the grandkids to visit. But importantly, waiting is a pain when it's our hard-earned money and financial security at stake.

New figures reveal that millions of Aussies struggling with the cost-of-living crisis are spending more time than ever waiting on phone lines for their calls to be answered at Centrelink.

Statistics sourced by the opposition indicate that the average wait time across all social security and welfare calls to Centrelink has made a considerable jump from 14 minutes and 14 seconds during the 2021-22 financial year to a whopping 20 minutes and 22 seconds this financial year.

What is contributing to these issues? According to reports, a combination of factors is at play. One factor is the reduced staffing levels and tighter budget that followed the post-pandemic era. Additionally, there is a significant number of Australians who still prefer calling Centrelink instead of utilising digital channels.

Between July and March last year, over six million calls related to parenting and families were made to Centrelink. On average, callers had to wait for approximately 31 minutes and 24 seconds, an increase of nearly seven minutes compared to the previous year's average waiting time of 24 minutes and 45 seconds.

In stark contrast, during the pandemic, when the workforce was substantially expanded, the same individuals experienced a wait time of just eight minutes to have their calls answered.

Another group affected by the prolonged wait times are individuals seeking assistance with disabilities, sickness, and carers. In 2021-2022, the average wait time for this group was 20 minutes and 59 seconds. However, between July 2022 and May 2023, the wait time increased significantly to 28 minutes and 23 seconds.

Furthermore, it's not just the social security calls struggling to navigate Centrelink's telecommunications system. Wait times for other Services Australia programs, such as Medicare and Child Support, have also significantly increased.

View attachment 24725​

The current situation at Centrelink is occurring at a crucial time, following Services Australia's recent decision not to extend its $343 million contract with the welfare agency Serco. This move has had a significant impact, resulting in the loss of 600 jobs.

To provide some background, prior to the onset of the Covid-19 pandemic in March 2020, Services Australia had already cut a substantial number of jobs towards the end of 2019. However, during the pandemic, Centrelink had to swiftly hire additional staff to accommodate the rising number of individuals needing welfare or other forms of support.

Nevertheless, as the world gradually adjusted to the 'new normal,' Centrelink has been working towards returning staffing numbers to pre-pandemic levels since last June. Understandably, this adjustment has impacted the quality of service provided, given the increased workload and decreased staff resources.

The opposition's spokesman for government services, Paul Fletcher, has expressed concerns over the escalating waiting times, stating that the government is failing some of the most vulnerable Australians.

'This new data confirms that call wait times have skyrocketed under Labor. This is amid a cost of living crisis when Australians need government services and payments more than ever for support,' Mr Fletcher said.

He further emphasised that the numbers are irrefutable, painting a grim scenario of a system that is faltering.

'The government demonstrably doesn't want to listen to our most vulnerable Australians—they would rather put them on hold. Government Services Minister Bill Shorten needs to put processes in place to ensure customers are no longer adversely impacted,' he went on to say.

A spokesperson for Mr Shorten has emphasised that recent budget papers demonstrate the 'agility' of Services Australia, highlighting their ability to adapt resources in order to maximise frontline staffing levels.

'This includes drawing from their emergency response capabilities and bringing staff back in-house,' they said.

However, Mr Fletcher called for Mr Shorten to clarify the number of those 600-plus jobs that have transitioned into employment within the Australian Public Service, the associated costs, and the strategies in place to address the concerning surge in wait times due to the staffing shortage.

'Mr Shorten needs to be honest with the public,' he said.

Key Takeaways

• Centrelink's workforce is failing to meet demand, resulting in longer wait times for telephone support, according to new data.
• The average wait time has increased from 14 minutes and 14 seconds in the 2021-22 financial year to 20 minutes and 22 seconds this financial year.
• Services Australia has recently decided not to renew its $343 million contract with welfare agency Serco, affecting 600 jobs.
• The opposition's spokesman for government services, Paul Fletcher, has called for a comprehensive review of Services Australia's operations due to growing concern over Centrelink's inefficient service performance.

Navigating Centrelink's phone lines can often feel like searching for a needle in a haystack. Fortunately, there is some good news. Services Australia acknowledges the challenges and is continuously working towards enhancing its service and meeting the growing demands.

The Albanese government has also strongly committed to 'strengthening' the agency.

Patience is indeed a virtue, but when it comes to unfair waiting times, even the most patient individuals can be put to the test. It is our hope that this situation improves sooner rather than later, as time is of the essence when dealing with important matters.

We would like to hear from you, members! Have you experienced the frustration of waiting an extended period just to speak to a Centrelink representative? How did the situation go for you? Please share your experiences and stories with us in the comments section below.

 

[Countryjohn]

I used to work for Telstra & when the IVR was first introduced we were told that her name was "Karen" & the more we spoke to her the smarter she got. She ain't that smart! All these years & she hasn't learnt to swear!

The sad fact of it is that the staff member taking the call often bears the brunt of callers frustrations, copping a mouth full of very toxic abuse in the process.

I had to call Centrelink recently & was struggling to get past the IVR. Even tho I was speaking very clearly & precisely, it couldn't understand me. I ended up saying "human being" over & over & over again & again until it finally conceded defeat & put me through to one.

I told one of those things one night that she was stupid. Quick as a flash it said back to me "That is not a very nice thing to say to me". Yes it was the machine.

 

[Suzanne rose]

I told one of those things one night that she was stupid. Quick as a flash it said back to me "That is not a very nice thing to say to me". Yes it was the machine.

sorry that sounded funny. It's like hubby says thank you to Google because he likes hearing it say 'It's an honour to serve you '