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.

 

[Casper]

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 took me 16 attempts over three days to get through. And had to wait one hour and 45 minutes for someone to answer. Got that auto response most of the time. Been waiting seven months for my disability claim to be approved and still waiting. This whole system is a complete farce

 

[Countryjohn]

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.

If you need to contact Centrelink call at 8.00am. It’s the time they open and can drop wait times down to as little as 3/4 hour instead of 2-3 hours during the day.

 

[JaneeC]

I have waited for up to one hour 45 minutes very frustrating and time wasting experience. I have messages from Centrelink to call but no direct number supplied hence the long wait I guess… totally dissatisfied with the “service” we are given after being in retail all my life where the “customer/client” came first.

 

[BJM]

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.

Just checked my phone log- I called Services Australia/ Medicare today and I waited for 53 minutes to be answered. Long wait however, I spoke with a really lovely operator from Sydney who was very helpful and knowledgeable - I was one of the lucky ones I think

 

[phillm1951]

A lady I spoke to recently who use to work in the Centrelink data call centre said that the way they treated people was utterly toxic and disgusting, and is glad she doesn't work there any more..
This is how the Govt thinks of us. Deliberately ignored, hoping we die and disappear, be cause we are a problem for them they want gone, and you people keep voting these corrupt Liberal and Labor corporations back into parliament.
Guess whose to blame..

 

[JodyS]

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 trying to get through to Centrelink on the phone for weeks but keep getting hung up on or end up giving up. I rang at 8am on Tuesday and waited 1 hour 40 minutes before hanging up. Its so very frustrating as none of my messages I have uploaded to my account have been answered either. Its not good enough and it needs to be addressed asap

 

[Veggiepatch]

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

What a load of crap! Clowns on social media have NO idea of the operation of Federal government agencies which are outsourced to the multinational company Serco.

 

[Bullwinkle]

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!!

 

[Countryjohn]

It took me 16 attempts over three days to get through. And had to wait one hour and 45 minutes for someone to answer. Got that auto response most of the time. Been waiting seven months for my disability claim to be approved and still waiting. This whole system is a complete farce

I’m in a Facebook group for services Australia. Not official just try to help each other. It’s services Australia questions and answers
It won’t help with this but keep trying at 8.00am . I don’t want to disappoint you and I understand your predicament. Keep calling them and also contact financial hardship on 1800 227 475
They should be able to supply emergency money until your claim is approved. That saves touching super, friends etc
Join the group and they have more suggestion’s possibly. Good luck

 

[kice]

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.

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.

 

[JustPat]

It is quicker to drive the 20 minutes to their office than try and get through on the phone. Even with the wait time once you get there.

 

[Countryjohn]

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.

 

[Countryjohn]

It is quicker to drive the 20 minutes to their office than try and get through on the phone. Even with the wait time once you get there.

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

 

[JWFMeikle]

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.

57 minutes today

 

[bschulze]

It took me 16 attempts over three days to get through. And had to wait one hour and 45 minutes for someone to answer. Got that auto response most of the time. Been waiting seven months for my disability claim to be approved and still waiting. This whole system is a complete farce

Always plenty of money for the usa for the weapons of war But when it comes to centre link theres nothing it seems

 

[Keith B]

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.

My partner applied for a Home EQuity Loan Last August this still asn't been finalised she has a Tades Person waiting to do the work.Rang Centrelink this week had to hold on for 90 minutes the young lady said she would make it urgent but as yet nothing.

 

[Pam White]

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

I tried to make an appointment for a friend who has a very strong accent, and people often aren't sure what she is saying. I rang the given number for making an appointment. I had to wait 90 minutes, then the woman I talked to wouldn't make the appointment due to privacy concerns. I told her I didn't want any information, just to make an appointment. She still refused. I then took the friend the next morning at 8am and only had to wait about 15 minutes!!!

 

[BillW41]

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.

Not only Centrelink, but banks and other large organisations perform (or don't) similarly. I waited 45 minutes on the phone to a bank the other day, and gave up! Three minutes was the expected wait time when I was working. Current standards are disgraceful.

 

[ElizabethL]

It was faster for me to go to the local Centrelink office and make an appointment than sit waiting on the phone for a call that never connects to anyone. I went down and made an appointment today. Didn’t take very long at all.