As the digital age advances, many are finding more services have been transitioning online, including those provided by the government. However, this transition hasn't been without hiccups, particularly for Services Australia, which oversees essential services like Centrelink and Medicare.

Recently, the agency has been under fire for handling customer service calls, with many Australians voicing their frustration over long wait times and, in some cases, calls being outright ignored.

The situation has reached a boiling point for many Centrelink users, who have reported that their attempts to reach the service have been met with silence or automated messages that offer little help.

The average wait time for a call to be answered has soared to over 30 minutes in July and August, with some customers claiming they've waited much longer.

Some Centrelink users have reported that their attempts to reach the service have been met with silence or automated messages. Source: SHVETS production/Pexels

This is a significant increase from the 2020-2021 average of around four minutes and even the 14-minute average of the following year.

The year 2023 has seen these issues escalate, with staff shortages often cited as the primary culprit.

Despite a reduction in the number of calls made to the agency—down to 55 million from the previous year's 73 million—there have been notable processing delays. This has led to a growing dissatisfaction among Australians who rely on these services for support.

One of the more alarming complaints is that some customers are being hung up on before they even have a chance to speak to a representative.

A customer recently expressed their outrage on social media about the 'phone ID system that blocks people reattempting a call.'

You can watch the video here:

​

The automated message they received before being disconnected stated, 'We know you've been trying to reach us... However, we are experiencing a high volume of calls at the moment and are unable to take your call.'

This system, while not new, has become a more frequent obstacle for customers due to the longer wait times.

Services Australia has acknowledged the issue, acknowledging that their ‘wait times are longer than we’d like at the moment'.

A spokesperson added: ‘We’re sorry some people are waiting longer than they should be. If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’

The frustration is palpable on social media, where customers have shared their negative experiences.

Some have described the situation as 'shocking' and 'not okay,' with others saying: ‘Imagine someone in a crisis and then you get this response. I understand they're busy, but refusing a call is not the right approach.’

The sentiment that 'you're on your own pretty much' is a stark reflection of the disappointment many feel.

In response to these concerns, a Senate hearing last October revealed that only about 60 per cent of calls to the agency are answered within 15 minutes.

Approximately nine million calls per year are directed to a 'congestion' voicemail message.

To address the staffing issues, Government Services Minister Bill Shorten announced last year that an additional 3,000 staff would be hired, thanks to a $228 million funding boost to reduce call wait times and speed up claim payments.

Services Australia has confirmed that these new staff members will focus on processing claims and answering calls, with the recruitment process nearing completion.

‘This recruitment is almost complete, with the last of the new staff coming on board over the next fortnight,’ a spokesperson claimed. ‘Around 1000 new staff started this week alone to help improve customer experience.’

In the meantime, Aussies are encouraged to use online services whenever possible. Services Australia reports that 90 per cent of their 10 million weekly customer interactions are digital.

This situation can be particularly challenging for our senior members, who may not be as comfortable with digital platforms or when a personal touch is needed.

It's important to remember that persistence is key, and while the system may be overwhelmed, there are still avenues to seek assistance.

If you're struggling with Centrelink services, consider contacting community organisations or advocacy groups that can offer support and guidance.

Key Takeaways

• Centrelink users are experiencing increased frustration due to prolonged wait times and instances of calls not being answered.
  
• Wait times for calls to Services Australia, which manages Centrelink, have increased significantly, with an average wait exceeding 30 minutes and some claims of calls being disconnected.
  
• There has been public outcry over the automated phone system hanging up on repeat callers, leading to further aggravation among those trying to reach the service.
  
• In response to the high call volume and staff shortages, Services Australia has confirmed hiring additional staff to reduce wait times and improve customer service, with a large-scale online interaction being encouraged to alleviate the pressure on phone services.
  

Have you encountered the automated message from Centrelink members? Do you have any tips on how to contact the service? Share them in the comments below.

 

[JustPat]

A lot of offices now require you to make appointments because they are getting too many people through.

We tried for 3 days to make an appointment only to be told when we got in there that the service was not working.

 

[Dave C]

As the digital age advances, many are finding more services have been transitioning online, including those provided by the government. However, this transition hasn't been without hiccups, particularly for Services Australia, which oversees essential services like Centrelink and Medicare.

Recently, the agency has been under fire for handling customer service calls, with many Australians voicing their frustration over long wait times and, in some cases, calls being outright ignored.

The situation has reached a boiling point for many Centrelink users, who have reported that their attempts to reach the service have been met with silence or automated messages that offer little help.

The average wait time for a call to be answered has soared to over 30 minutes in July and August, with some customers claiming they've waited much longer.

View attachment 39020

Some Centrelink users have reported that their attempts to reach the service have been met with silence or automated messages. Source: SHVETS production/Pexels

This is a significant increase from the 2020-2021 average of around four minutes and even the 14-minute average of the following year.

The year 2023 has seen these issues escalate, with staff shortages often cited as the primary culprit.

Despite a reduction in the number of calls made to the agency—down to 55 million from the previous year's 73 million—there have been notable processing delays. This has led to a growing dissatisfaction among Australians who rely on these services for support.

One of the more alarming complaints is that some customers are being hung up on before they even have a chance to speak to a representative.

A customer recently expressed their outrage on social media about the 'phone ID system that blocks people reattempting a call.'

You can watch the video here:

​

The automated message they received before being disconnected stated, 'We know you've been trying to reach us... However, we are experiencing a high volume of calls at the moment and are unable to take your call.'

This system, while not new, has become a more frequent obstacle for customers due to the longer wait times.

Services Australia has acknowledged the issue, acknowledging that their ‘wait times are longer than we’d like at the moment'.

A spokesperson added: ‘We’re sorry some people are waiting longer than they should be. If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’

The frustration is palpable on social media, where customers have shared their negative experiences.

Some have described the situation as 'shocking' and 'not okay,' with others saying: ‘Imagine someone in a crisis and then you get this response. I understand they're busy, but refusing a call is not the right approach.’

The sentiment that 'you're on your own pretty much' is a stark reflection of the disappointment many feel.

In response to these concerns, a Senate hearing last October revealed that only about 60 per cent of calls to the agency are answered within 15 minutes.

Approximately nine million calls per year are directed to a 'congestion' voicemail message.

To address the staffing issues, Government Services Minister Bill Shorten announced last year that an additional 3,000 staff would be hired, thanks to a $228 million funding boost to reduce call wait times and speed up claim payments.

Services Australia has confirmed that these new staff members will focus on processing claims and answering calls, with the recruitment process nearing completion.

‘This recruitment is almost complete, with the last of the new staff coming on board over the next fortnight,’ a spokesperson claimed. ‘Around 1000 new staff started this week alone to help improve customer experience.’

In the meantime, Aussies are encouraged to use online services whenever possible. Services Australia reports that 90 per cent of their 10 million weekly customer interactions are digital.

This situation can be particularly challenging for our senior members, who may not be as comfortable with digital platforms or when a personal touch is needed.

It's important to remember that persistence is key, and while the system may be overwhelmed, there are still avenues to seek assistance.

If you're struggling with Centrelink services, consider contacting community organisations or advocacy groups that can offer support and guidance.

Key Takeaways

• Centrelink users are experiencing increased frustration due to prolonged wait times and instances of calls not being answered.
• Wait times for calls to Services Australia, which manages Centrelink, have increased significantly, with an average wait exceeding 30 minutes and some claims of calls being disconnected.
• There has been public outcry over the automated phone system hanging up on repeat callers, leading to further aggravation among those trying to reach the service.
• In response to the high call volume and staff shortages, Services Australia has confirmed hiring additional staff to reduce wait times and improve customer service, with a large-scale online interaction being encouraged to alleviate the pressure on phone services.

Have you encountered the automated message from Centrelink members? Do you have any tips on how to contact the service? Share them in the comments below.

I have been on hold for over an hour or simply cut off. I find it easier to go down in person.
My wife has been waiting for a response on her disability claim for over 5 months so she lodged a complaint and got a call back within a week .

 

[Zorro56]

As the digital age advances, many are finding more services have been transitioning online, including those provided by the government. However, this transition hasn't been without hiccups, particularly for Services Australia, which oversees essential services like Centrelink and Medicare.

Recently, the agency has been under fire for handling customer service calls, with many Australians voicing their frustration over long wait times and, in some cases, calls being outright ignored.

The situation has reached a boiling point for many Centrelink users, who have reported that their attempts to reach the service have been met with silence or automated messages that offer little help.

The average wait time for a call to be answered has soared to over 30 minutes in July and August, with some customers claiming they've waited much longer.

View attachment 39020

Some Centrelink users have reported that their attempts to reach the service have been met with silence or automated messages. Source: SHVETS production/Pexels

This is a significant increase from the 2020-2021 average of around four minutes and even the 14-minute average of the following year.

The year 2023 has seen these issues escalate, with staff shortages often cited as the primary culprit.

Despite a reduction in the number of calls made to the agency—down to 55 million from the previous year's 73 million—there have been notable processing delays. This has led to a growing dissatisfaction among Australians who rely on these services for support.

One of the more alarming complaints is that some customers are being hung up on before they even have a chance to speak to a representative.

A customer recently expressed their outrage on social media about the 'phone ID system that blocks people reattempting a call.'

You can watch the video here:

​

The automated message they received before being disconnected stated, 'We know you've been trying to reach us... However, we are experiencing a high volume of calls at the moment and are unable to take your call.'

This system, while not new, has become a more frequent obstacle for customers due to the longer wait times.

Services Australia has acknowledged the issue, acknowledging that their ‘wait times are longer than we’d like at the moment'.

A spokesperson added: ‘We’re sorry some people are waiting longer than they should be. If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’

The frustration is palpable on social media, where customers have shared their negative experiences.

Some have described the situation as 'shocking' and 'not okay,' with others saying: ‘Imagine someone in a crisis and then you get this response. I understand they're busy, but refusing a call is not the right approach.’

The sentiment that 'you're on your own pretty much' is a stark reflection of the disappointment many feel.

In response to these concerns, a Senate hearing last October revealed that only about 60 per cent of calls to the agency are answered within 15 minutes.

Approximately nine million calls per year are directed to a 'congestion' voicemail message.

To address the staffing issues, Government Services Minister Bill Shorten announced last year that an additional 3,000 staff would be hired, thanks to a $228 million funding boost to reduce call wait times and speed up claim payments.

Services Australia has confirmed that these new staff members will focus on processing claims and answering calls, with the recruitment process nearing completion.

‘This recruitment is almost complete, with the last of the new staff coming on board over the next fortnight,’ a spokesperson claimed. ‘Around 1000 new staff started this week alone to help improve customer experience.’

In the meantime, Aussies are encouraged to use online services whenever possible. Services Australia reports that 90 per cent of their 10 million weekly customer interactions are digital.

This situation can be particularly challenging for our senior members, who may not be as comfortable with digital platforms or when a personal touch is needed.

It's important to remember that persistence is key, and while the system may be overwhelmed, there are still avenues to seek assistance.

If you're struggling with Centrelink services, consider contacting community organisations or advocacy groups that can offer support and guidance.

Key Takeaways

• Centrelink users are experiencing increased frustration due to prolonged wait times and instances of calls not being answered.
• Wait times for calls to Services Australia, which manages Centrelink, have increased significantly, with an average wait exceeding 30 minutes and some claims of calls being disconnected.
• There has been public outcry over the automated phone system hanging up on repeat callers, leading to further aggravation among those trying to reach the service.
• In response to the high call volume and staff shortages, Services Australia has confirmed hiring additional staff to reduce wait times and improve customer service, with a large-scale online interaction being encouraged to alleviate the pressure on phone services.

Have you encountered the automated message from Centrelink members? Do you have any tips on how to contact the service? Share them in the comments below.

The last time I contacted Centrelink Was back in Early August 2023. I waited on the phone for around 40min. When I finally got through to someone he was totally bloody useless, telling me he could not give me advice and that I would have to update my latest asset details online and it was imperative that this was done within 14 days. I did this as soon as I got off the phone from him. Well guess what, as at yesterday 10th Jan 2024 those figures have still not been assessed by Centrelink, and I cannot make any further online changes until they do assess that August update. What an absolute joke.

 

[ness191]

I found a phone number for Centerlink, where you talk to a “real” person and maximum time is around 20 minutes!!
Maybe I was “really” lucky on the occasion I had to ring!!

What’s the number please? I would suggest it was a lucky call.

Hi Bullwinkle, will you share the number with us please, we tried for 6 weeks and gave up in the end, then the centrelink truck came to town so we raced in to see them armed with our paperwork and still it was wrong, now I have been rejected for my pension because they didnt have enough identity for me after dealing with them on and off for 40 yrs?????

 

[teebee321]

As the digital age advances, many are finding more services have been transitioning online, including those provided by the government. However, this transition hasn't been without hiccups, particularly for Services Australia, which oversees essential services like Centrelink and Medicare.

Recently, the agency has been under fire for handling customer service calls, with many Australians voicing their frustration over long wait times and, in some cases, calls being outright ignored.

The situation has reached a boiling point for many Centrelink users, who have reported that their attempts to reach the service have been met with silence or automated messages that offer little help.

The average wait time for a call to be answered has soared to over 30 minutes in July and August, with some customers claiming they've waited much longer.

View attachment 39020

Some Centrelink users have reported that their attempts to reach the service have been met with silence or automated messages. Source: SHVETS production/Pexels

This is a significant increase from the 2020-2021 average of around four minutes and even the 14-minute average of the following year.

The year 2023 has seen these issues escalate, with staff shortages often cited as the primary culprit.

Despite a reduction in the number of calls made to the agency—down to 55 million from the previous year's 73 million—there have been notable processing delays. This has led to a growing dissatisfaction among Australians who rely on these services for support.

One of the more alarming complaints is that some customers are being hung up on before they even have a chance to speak to a representative.

A customer recently expressed their outrage on social media about the 'phone ID system that blocks people reattempting a call.'

You can watch the video here:

​

The automated message they received before being disconnected stated, 'We know you've been trying to reach us... However, we are experiencing a high volume of calls at the moment and are unable to take your call.'

This system, while not new, has become a more frequent obstacle for customers due to the longer wait times.

Services Australia has acknowledged the issue, acknowledging that their ‘wait times are longer than we’d like at the moment'.

A spokesperson added: ‘We’re sorry some people are waiting longer than they should be. If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’

The frustration is palpable on social media, where customers have shared their negative experiences.

Some have described the situation as 'shocking' and 'not okay,' with others saying: ‘Imagine someone in a crisis and then you get this response. I understand they're busy, but refusing a call is not the right approach.’

The sentiment that 'you're on your own pretty much' is a stark reflection of the disappointment many feel.

In response to these concerns, a Senate hearing last October revealed that only about 60 per cent of calls to the agency are answered within 15 minutes.

Approximately nine million calls per year are directed to a 'congestion' voicemail message.

To address the staffing issues, Government Services Minister Bill Shorten announced last year that an additional 3,000 staff would be hired, thanks to a $228 million funding boost to reduce call wait times and speed up claim payments.

Services Australia has confirmed that these new staff members will focus on processing claims and answering calls, with the recruitment process nearing completion.

‘This recruitment is almost complete, with the last of the new staff coming on board over the next fortnight,’ a spokesperson claimed. ‘Around 1000 new staff started this week alone to help improve customer experience.’

In the meantime, Aussies are encouraged to use online services whenever possible. Services Australia reports that 90 per cent of their 10 million weekly customer interactions are digital.

This situation can be particularly challenging for our senior members, who may not be as comfortable with digital platforms or when a personal touch is needed.

It's important to remember that persistence is key, and while the system may be overwhelmed, there are still avenues to seek assistance.

If you're struggling with Centrelink services, consider contacting community organisations or advocacy groups that can offer support and guidance.

Key Takeaways

• Centrelink users are experiencing increased frustration due to prolonged wait times and instances of calls not being answered.
• Wait times for calls to Services Australia, which manages Centrelink, have increased significantly, with an average wait exceeding 30 minutes and some claims of calls being disconnected.
• There has been public outcry over the automated phone system hanging up on repeat callers, leading to further aggravation among those trying to reach the service.
• In response to the high call volume and staff shortages, Services Australia has confirmed hiring additional staff to reduce wait times and improve customer service, with a large-scale online interaction being encouraged to alleviate the pressure on phone services.

Have you encountered the automated message from Centrelink members? Do you have any tips on how to contact the service? Share them in the comments below.

Try waiting 5 months for Aged Care Pension application to be approved!! Still crickets! We shall be in the cemetery before its approved as we shall have starved to death!

 

[JustPat]

That is privatization for you.

 

[Ezzy]

MOST PEOPLE HERE ARE COMPLAINING ABOUT THE SERVICE BEING RECEIVED FROM CENTRELINK. HOW CAN ANYONE COMPLAIN ABOUT SERVICE IF THEY AREN'T GETTING THROUGH ON THE PHONE & AREN'T RECEIVING ANY SERVICE FROM THEM?

 

[mylittletibbies]

Yes I have and it's bad - really bad. Ultimately I went to my local Member of Parliament (that was a Thursday and had a call from them on Saturday which surprised me in that I was not aware they worked on weekends) and the matter was finalised almost immediately. My initial lodgement was on 26th June and took them and assessment was completed on 25 November - 5 months. I hate my taxes paying people that are incompetent or insensitive to other people's needs. Someone should be made accountable.

I have also had prompt service from both Centrelink and NDIS once I went to my local member.

 

[JAG61]

As the digital age advances, many are finding more services have been transitioning online, including those provided by the government. However, this transition hasn't been without hiccups, particularly for Services Australia, which oversees essential services like Centrelink and Medicare.

Recently, the agency has been under fire for handling customer service calls, with many Australians voicing their frustration over long wait times and, in some cases, calls being outright ignored.

The situation has reached a boiling point for many Centrelink users, who have reported that their attempts to reach the service have been met with silence or automated messages that offer little help.

The average wait time for a call to be answered has soared to over 30 minutes in July and August, with some customers claiming they've waited much longer.

View attachment 39020

Some Centrelink users have reported that their attempts to reach the service have been met with silence or automated messages. Source: SHVETS production/Pexels

This is a significant increase from the 2020-2021 average of around four minutes and even the 14-minute average of the following year.

The year 2023 has seen these issues escalate, with staff shortages often cited as the primary culprit.

Despite a reduction in the number of calls made to the agency—down to 55 million from the previous year's 73 million—there have been notable processing delays. This has led to a growing dissatisfaction among Australians who rely on these services for support.

One of the more alarming complaints is that some customers are being hung up on before they even have a chance to speak to a representative.

A customer recently expressed their outrage on social media about the 'phone ID system that blocks people reattempting a call.'

You can watch the video here:

​

The automated message they received before being disconnected stated, 'We know you've been trying to reach us... However, we are experiencing a high volume of calls at the moment and are unable to take your call.'

This system, while not new, has become a more frequent obstacle for customers due to the longer wait times.

Services Australia has acknowledged the issue, acknowledging that their ‘wait times are longer than we’d like at the moment'.

A spokesperson added: ‘We’re sorry some people are waiting longer than they should be. If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’

The frustration is palpable on social media, where customers have shared their negative experiences.

Some have described the situation as 'shocking' and 'not okay,' with others saying: ‘Imagine someone in a crisis and then you get this response. I understand they're busy, but refusing a call is not the right approach.’

The sentiment that 'you're on your own pretty much' is a stark reflection of the disappointment many feel.

In response to these concerns, a Senate hearing last October revealed that only about 60 per cent of calls to the agency are answered within 15 minutes.

Approximately nine million calls per year are directed to a 'congestion' voicemail message.

To address the staffing issues, Government Services Minister Bill Shorten announced last year that an additional 3,000 staff would be hired, thanks to a $228 million funding boost to reduce call wait times and speed up claim payments.

Services Australia has confirmed that these new staff members will focus on processing claims and answering calls, with the recruitment process nearing completion.

‘This recruitment is almost complete, with the last of the new staff coming on board over the next fortnight,’ a spokesperson claimed. ‘Around 1000 new staff started this week alone to help improve customer experience.’

In the meantime, Aussies are encouraged to use online services whenever possible. Services Australia reports that 90 per cent of their 10 million weekly customer interactions are digital.

This situation can be particularly challenging for our senior members, who may not be as comfortable with digital platforms or when a personal touch is needed.

It's important to remember that persistence is key, and while the system may be overwhelmed, there are still avenues to seek assistance.

If you're struggling with Centrelink services, consider contacting community organisations or advocacy groups that can offer support and guidance.

Key Takeaways

• Centrelink users are experiencing increased frustration due to prolonged wait times and instances of calls not being answered.
• Wait times for calls to Services Australia, which manages Centrelink, have increased significantly, with an average wait exceeding 30 minutes and some claims of calls being disconnected.
• There has been public outcry over the automated phone system hanging up on repeat callers, leading to further aggravation among those trying to reach the service.
• In response to the high call volume and staff shortages, Services Australia has confirmed hiring additional staff to reduce wait times and improve customer service, with a large-scale online interaction being encouraged to alleviate the pressure on phone services.

Have you encountered the automated message from Centrelink members? Do you have any tips on how to contact the service? Share them in the comments below.

I have waited nearly two hours before they answer. I have had a claim being processed since beginning of September 2023 and I'm still waiting for outcome

 

[Gsr]

“People experiencing vulnerability are prioritised in this case”. What a load of crap, how does anyone know who is vulnerable if you can’t even get an answer to your phone calls, or get the automated message then hung up on?

 

[Natalka]

As the digital age advances, many are finding more services have been transitioning online, including those provided by the government. However, this transition hasn't been without hiccups, particularly for Services Australia, which oversees essential services like Centrelink and Medicare.

Recently, the agency has been under fire for handling customer service calls, with many Australians voicing their frustration over long wait times and, in some cases, calls being outright ignored.

The situation has reached a boiling point for many Centrelink users, who have reported that their attempts to reach the service have been met with silence or automated messages that offer little help.

The average wait time for a call to be answered has soared to over 30 minutes in July and August, with some customers claiming they've waited much longer.

View attachment 39020

Some Centrelink users have reported that their attempts to reach the service have been met with silence or automated messages. Source: SHVETS production/Pexels

This is a significant increase from the 2020-2021 average of around four minutes and even the 14-minute average of the following year.

The year 2023 has seen these issues escalate, with staff shortages often cited as the primary culprit.

Despite a reduction in the number of calls made to the agency—down to 55 million from the previous year's 73 million—there have been notable processing delays. This has led to a growing dissatisfaction among Australians who rely on these services for support.

One of the more alarming complaints is that some customers are being hung up on before they even have a chance to speak to a representative.

A customer recently expressed their outrage on social media about the 'phone ID system that blocks people reattempting a call.'

You can watch the video here:

​

The automated message they received before being disconnected stated, 'We know you've been trying to reach us... However, we are experiencing a high volume of calls at the moment and are unable to take your call.'

This system, while not new, has become a more frequent obstacle for customers due to the longer wait times.

Services Australia has acknowledged the issue, acknowledging that their ‘wait times are longer than we’d like at the moment'.

A spokesperson added: ‘We’re sorry some people are waiting longer than they should be. If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’

The frustration is palpable on social media, where customers have shared their negative experiences.

Some have described the situation as 'shocking' and 'not okay,' with others saying: ‘Imagine someone in a crisis and then you get this response. I understand they're busy, but refusing a call is not the right approach.’

The sentiment that 'you're on your own pretty much' is a stark reflection of the disappointment many feel.

In response to these concerns, a Senate hearing last October revealed that only about 60 per cent of calls to the agency are answered within 15 minutes.

Approximately nine million calls per year are directed to a 'congestion' voicemail message.

To address the staffing issues, Government Services Minister Bill Shorten announced last year that an additional 3,000 staff would be hired, thanks to a $228 million funding boost to reduce call wait times and speed up claim payments.

Services Australia has confirmed that these new staff members will focus on processing claims and answering calls, with the recruitment process nearing completion.

‘This recruitment is almost complete, with the last of the new staff coming on board over the next fortnight,’ a spokesperson claimed. ‘Around 1000 new staff started this week alone to help improve customer experience.’

In the meantime, Aussies are encouraged to use online services whenever possible. Services Australia reports that 90 per cent of their 10 million weekly customer interactions are digital.

This situation can be particularly challenging for our senior members, who may not be as comfortable with digital platforms or when a personal touch is needed.

It's important to remember that persistence is key, and while the system may be overwhelmed, there are still avenues to seek assistance.

If you're struggling with Centrelink services, consider contacting community organisations or advocacy groups that can offer support and guidance.

Key Takeaways

• Centrelink users are experiencing increased frustration due to prolonged wait times and instances of calls not being answered.
• Wait times for calls to Services Australia, which manages Centrelink, have increased significantly, with an average wait exceeding 30 minutes and some claims of calls being disconnected.
• There has been public outcry over the automated phone system hanging up on repeat callers, leading to further aggravation among those trying to reach the service.
• In response to the high call volume and staff shortages, Services Australia has confirmed hiring additional staff to reduce wait times and improve customer service, with a large-scale online interaction being encouraged to alleviate the pressure on phone services.

Have you encountered the automated message from Centrelink members? Do you have any tips on how to contact the service? Share them in the comments below.

It was said, "If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’... BUT, how do they know who is vulnerable, and how do they prioritise, when the calls ar NOT being answered and these people are waiting in a queue..... Also, I don't know of anybody who has managed to get through on the phone in 30 minutes or less, which is quoted as their average wait time. Centrelink is meant to be there for people at the most vulnerable time in their lives. It is creating more stress than it is alleviating
.

 

[JustPat]

My dealings in the last few months with Centrelink and NDIS has been giving me angina attacks because of all the stress.

 

[RodgerDodger]

As the digital age advances, many are finding more services have been transitioning online, including those provided by the government. However, this transition hasn't been without hiccups, particularly for Services Australia, which oversees essential services like Centrelink and Medicare.

Recently, the agency has been under fire for handling customer service calls, with many Australians voicing their frustration over long wait times and, in some cases, calls being outright ignored.

The situation has reached a boiling point for many Centrelink users, who have reported that their attempts to reach the service have been met with silence or automated messages that offer little help.

The average wait time for a call to be answered has soared to over 30 minutes in July and August, with some customers claiming they've waited much longer.

View attachment 39020

Some Centrelink users have reported that their attempts to reach the service have been met with silence or automated messages. Source: SHVETS production/Pexels

This is a significant increase from the 2020-2021 average of around four minutes and even the 14-minute average of the following year.

The year 2023 has seen these issues escalate, with staff shortages often cited as the primary culprit.

Despite a reduction in the number of calls made to the agency—down to 55 million from the previous year's 73 million—there have been notable processing delays. This has led to a growing dissatisfaction among Australians who rely on these services for support.

One of the more alarming complaints is that some customers are being hung up on before they even have a chance to speak to a representative.

A customer recently expressed their outrage on social media about the 'phone ID system that blocks people reattempting a call.'

You can watch the video here:

​

The automated message they received before being disconnected stated, 'We know you've been trying to reach us... However, we are experiencing a high volume of calls at the moment and are unable to take your call.'

This system, while not new, has become a more frequent obstacle for customers due to the longer wait times.

Services Australia has acknowledged the issue, acknowledging that their ‘wait times are longer than we’d like at the moment'.

A spokesperson added: ‘We’re sorry some people are waiting longer than they should be. If our phone lines are congested, people may receive a message explaining our staff are busy. People experiencing vulnerability are prioritised in this case.’

The frustration is palpable on social media, where customers have shared their negative experiences.

Some have described the situation as 'shocking' and 'not okay,' with others saying: ‘Imagine someone in a crisis and then you get this response. I understand they're busy, but refusing a call is not the right approach.’

The sentiment that 'you're on your own pretty much' is a stark reflection of the disappointment many feel.

In response to these concerns, a Senate hearing last October revealed that only about 60 per cent of calls to the agency are answered within 15 minutes.

Approximately nine million calls per year are directed to a 'congestion' voicemail message.

To address the staffing issues, Government Services Minister Bill Shorten announced last year that an additional 3,000 staff would be hired, thanks to a $228 million funding boost to reduce call wait times and speed up claim payments.

Services Australia has confirmed that these new staff members will focus on processing claims and answering calls, with the recruitment process nearing completion.

‘This recruitment is almost complete, with the last of the new staff coming on board over the next fortnight,’ a spokesperson claimed. ‘Around 1000 new staff started this week alone to help improve customer experience.’

In the meantime, Aussies are encouraged to use online services whenever possible. Services Australia reports that 90 per cent of their 10 million weekly customer interactions are digital.

This situation can be particularly challenging for our senior members, who may not be as comfortable with digital platforms or when a personal touch is needed.

It's important to remember that persistence is key, and while the system may be overwhelmed, there are still avenues to seek assistance.

If you're struggling with Centrelink services, consider contacting community organisations or advocacy groups that can offer support and guidance.

Key Takeaways

• This article only touches the surface. I have waited many many minutes where half the time the phone disconnects?, sometimes you just give up, why is my time less valuable. That bald man (ceo?) gets on the TV ,sugar coates everything, Always says putting more resourses and funding in! but I just dont see any improvements(broken?)Centrelink users are experiencing increased frustration due to prolonged wait times and instances of calls not being answered.
• Wait times for calls to Services Australia, which manages Centrelink, have increased significantly, with an average wait exceeding 30 minutes and some claims of calls being disconnected.
• There has been public outcry over the automated phone system hanging up on repeat callers, leading to further aggravation among those trying to reach the service.
• In response to the high call volume and staff shortages, Services Australia has confirmed hiring additional staff to reduce wait times and improve customer service, with a large-scale online interaction being encouraged to alleviate the pressure on phone services.

Have you encountered the automated message from Centrelink members? Do you have any tips on how to contact the service? Share them in the comments below.