Centrelink users express outrage over long wait times: ‘You're on your own pretty much’
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.
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.
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.
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.
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.