Many seniors rely on Centrelink for vital government services and payments. But recently, there has been growing concern over outrageously long wait times that seniors face when trying to contact Centrelink by phone or have their claims processed.

Despite Centrelink receiving fewer calls this year, the agency's performance in answering calls and processing claims has 'deteriorated'.

Only 60 per cent of calls are being answered within 15 minutes, with 9 million calls annually met with a voicemail asking callers to try again later due to high demand.

In July and August of this year, the agency received a total of 8 million calls. Of these, 2.8 million calls resulted in a congestion message, indicating the call queue was full. Among these calls, 1.8 million were successfully answered by a representative, while 800,000 were terminated by the customers themselves.

To those unfamiliar, when call volumes reach a high level, Services Australia activates a 'congestion messaging' feature. Here, an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.

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

Services Australia officials were grilled during a Senate Estimates hearing as shocking wait times for Centrelink customers were revealed. Credit: Shutterstock.

Senators made no attempt to hide their disbelief during the hearings over the agency's lack of improvement.

'Even with that decrease in the number of calls, your performance on serving those calls has declined?' Senator Janet Rice asked pointedly.

'Is there anything that's improved?'

Chris Birrer, the Chief Executive of Services Australia, acknowledged that the current situation fell short of their Key Performance Indicators (KPIs).

He explained, 'We would like to have better customer service performance in a number of measures, and we've discussed some this morning. We're working to be as efficient and as disciplined as we can within the resources that we have.'

He also noted that the period between July and August tends to be busier due to the tax season, which results in a higher volume of claims.

Birrer also attributed the decline in call volume to increased usage of the myGov app, as well as a decrease in pandemic and natural disaster-related inquiries.

Just a few months ago, we reported that Centrelink's workforce struggled to keep up with demand as millions of Aussies grappled with the cost-of-living crisis.

Recent figures reveal that the average wait time for all social security and welfare calls to Centrelink has 'skyrocketed' from 14 minutes and 14 seconds during the 2021-22 financial year to 20 minutes and 22 seconds this financial year.

However, Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

'Centrelink saying there is a 30-minute wait. Haha! It's actually 3-4 hours and won't help anyone,' posted one mum.

She added: 'No one is qualified! Have been waiting for help for eight weeks. Paid taxes all our lives. This system is broken.'

Even members here at the SDC can't help but air out their frustrations with Centrelink's increasingly long wait times.

'I don't know where 28 minutes came from. I was waiting 65 minutes last week,' said member @Suzanne rose, adding: 'The worst thing is waiting over an hour and then it disconnects.'

Member @MaggieMay1948 also commented, 'I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus.'

'Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to be transferred and start the whole waiting game again! Centrelink is horrendous.'

Member @Southmelbswans also ranted, 'Wow, 20 minutes. I should be so lucky! Waited all day until the lights were turned off and the phone disconnected!'

Key Takeaways

• Top officials from Services Australia, which oversees Centrelink, have failed to explain why wait times have increased despite a reduction in the number of calls to the agency.
• Roughly 60 per cent of calls to the agency are currently being answered within 15 minutes, with about 9 million calls per year directed to a non-human 'congestion' voicemail message.
• When call volumes reach a high level, Services Australia activates a 'congestion messaging' feature, where an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.
• Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

We hope this situation will improve soon for everyone.

Members, have you ever had to endure frustratingly long waiting times just to speak with a Centrelink representative? How did that situation play out for you? Please share your experiences and stories with us in the comments section below!

 

[Kelpie]

I think we need to take into consideration the fact that in the last 10 years, Centrelink has been stripped of experienced staff by the Liberal governments.
I have never been answered in 20 minutes. on all my calls to any of the Australian service numbers. wait time are always in the hours time frame & yes nearly always the call has been disconnected.
Blame the lack of funding & reduced staff levels, not the Service.

No use blaming the previous Government as they are not in power now. Blame the Labour Government for what is happning now under their watch Period.!
How long have they been in power to date and what did they do about it if there was an anomaly.? They were going to fix everything up if elected and what did they do instead.? ZILCH.
All BS by professional Politicians where they Talk The Talk BUT DO NOT Walk The Walk.
I AM AN APOLITICAL person and don't care who is in Government as I believe that all Politicians are just tarred with the same brush and the only different between them is the colour of the feathers they have upon them either at birth or after attending Universities where most of them get brainwashed.

 

[JeweloftheSea]

Many seniors rely on Centrelink for vital government services and payments. But recently, there has been growing concern over outrageously long wait times that seniors face when trying to contact Centrelink by phone or have their claims processed.

Despite Centrelink receiving fewer calls this year, the agency's performance in answering calls and processing claims has 'deteriorated'.

Only 60 per cent of calls are being answered within 15 minutes, with 9 million calls annually met with a voicemail asking callers to try again later due to high demand.

In July and August of this year, the agency received a total of 8 million calls. Of these, 2.8 million calls resulted in a congestion message, indicating the call queue was full. Among these calls, 1.8 million were successfully answered by a representative, while 800,000 were terminated by the customers themselves.

To those unfamiliar, when call volumes reach a high level, Services Australia activates a 'congestion messaging' feature. Here, an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.

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

View attachment 33077

Services Australia officials were grilled during a Senate Estimates hearing as shocking wait times for Centrelink customers were revealed. Credit: Shutterstock.

Senators made no attempt to hide their disbelief during the hearings over the agency's lack of improvement.

'Even with that decrease in the number of calls, your performance on serving those calls has declined?' Senator Janet Rice asked pointedly.

'Is there anything that's improved?'

Chris Birrer, the Chief Executive of Services Australia, acknowledged that the current situation fell short of their Key Performance Indicators (KPIs).

He explained, 'We would like to have better customer service performance in a number of measures, and we've discussed some this morning. We're working to be as efficient and as disciplined as we can within the resources that we have.'

He also noted that the period between July and August tends to be busier due to the tax season, which results in a higher volume of claims.

Birrer also attributed the decline in call volume to increased usage of the myGov app, as well as a decrease in pandemic and natural disaster-related inquiries.

Just a few months ago, we reported that Centrelink's workforce struggled to keep up with demand as millions of Aussies grappled with the cost-of-living crisis.

Recent figures reveal that the average wait time for all social security and welfare calls to Centrelink has 'skyrocketed' from 14 minutes and 14 seconds during the 2021-22 financial year to 20 minutes and 22 seconds this financial year.

However, Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

'Centrelink saying there is a 30-minute wait. Haha! It's actually 3-4 hours and won't help anyone,' posted one mum.

She added: 'No one is qualified! Have been waiting for help for eight weeks. Paid taxes all our lives. This system is broken.'

Even members here at the SDC can't help but air out their frustrations with Centrelink's increasingly long wait times.

'I don't know where 28 minutes came from. I was waiting 65 minutes last week,' said member @Suzanne rose, adding: 'The worst thing is waiting over an hour and then it disconnects.'

Member @MaggieMay1948 also commented, 'I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus.'

'Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to be transferred and start the whole waiting game again! Centrelink is horrendous.'

Member @Southmelbswans also ranted, 'Wow, 20 minutes. I should be so lucky! Waited all day until the lights were turned off and the phone disconnected!'

Key Takeaways

• Top officials from Services Australia, which oversees Centrelink, have failed to explain why wait times have increased despite a reduction in the number of calls to the agency.
• Roughly 60 per cent of calls to the agency are currently being answered within 15 minutes, with about 9 million calls per year directed to a non-human 'congestion' voicemail message.
• When call volumes reach a high level, Services Australia activates a 'congestion messaging' feature, where an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.
• Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

We hope this situation will improve soon for everyone.

Members, have you ever had to endure frustratingly long waiting times just to speak with a Centrelink representative? How did that situation play out for you? Please share your experiences and stories with us in the comments section below!

 

[johno cpfc]

I think one of the reasons with Centrelink is that they have flexible work hours which means they have to work 38 hours in any way that they think fit so you have an office with lets say 50 people they all vary their work hours in any way they like provide it is within the regular office hours. Some days there will be 30 people there and other days there may be only twenty which causes the blockages which occur.

 

[JeweloftheSea]

Many seniors rely on Centrelink for vital government services and payments. But recently, there has been growing concern over outrageously long wait times that seniors face when trying to contact Centrelink by phone or have their claims processed.

Despite Centrelink receiving fewer calls this year, the agency's performance in answering calls and processing claims has 'deteriorated'.

Only 60 per cent of calls are being answered within 15 minutes, with 9 million calls annually met with a voicemail asking callers to try again later due to high demand.

In July and August of this year, the agency received a total of 8 million calls. Of these, 2.8 million calls resulted in a congestion message, indicating the call queue was full. Among these calls, 1.8 million were successfully answered by a representative, while 800,000 were terminated by the customers themselves.

To those unfamiliar, when call volumes reach a high level, Services Australia activates a 'congestion messaging' feature. Here, an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.

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

View attachment 33077

Services Australia officials were grilled during a Senate Estimates hearing as shocking wait times for Centrelink customers were revealed. Credit: Shutterstock.

Senators made no attempt to hide their disbelief during the hearings over the agency's lack of improvement.

'Even with that decrease in the number of calls, your performance on serving those calls has declined?' Senator Janet Rice asked pointedly.

'Is there anything that's improved?'

Chris Birrer, the Chief Executive of Services Australia, acknowledged that the current situation fell short of their Key Performance Indicators (KPIs).

He explained, 'We would like to have better customer service performance in a number of measures, and we've discussed some this morning. We're working to be as efficient and as disciplined as we can within the resources that we have.'

He also noted that the period between July and August tends to be busier due to the tax season, which results in a higher volume of claims.

Birrer also attributed the decline in call volume to increased usage of the myGov app, as well as a decrease in pandemic and natural disaster-related inquiries.

Just a few months ago, we reported that Centrelink's workforce struggled to keep up with demand as millions of Aussies grappled with the cost-of-living crisis.

Recent figures reveal that the average wait time for all social security and welfare calls to Centrelink has 'skyrocketed' from 14 minutes and 14 seconds during the 2021-22 financial year to 20 minutes and 22 seconds this financial year.

However, Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

'Centrelink saying there is a 30-minute wait. Haha! It's actually 3-4 hours and won't help anyone,' posted one mum.

She added: 'No one is qualified! Have been waiting for help for eight weeks. Paid taxes all our lives. This system is broken.'

Even members here at the SDC can't help but air out their frustrations with Centrelink's increasingly long wait times.

'I don't know where 28 minutes came from. I was waiting 65 minutes last week,' said member @Suzanne rose, adding: 'The worst thing is waiting over an hour and then it disconnects.'

Member @MaggieMay1948 also commented, 'I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus.'

'Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to be transferred and start the whole waiting game again! Centrelink is horrendous.'

Member @Southmelbswans also ranted, 'Wow, 20 minutes. I should be so lucky! Waited all day until the lights were turned off and the phone disconnected!'

Key Takeaways

• Top officials from Services Australia, which oversees Centrelink, have failed to explain why wait times have increased despite a reduction in the number of calls to the agency.
• Roughly 60 per cent of calls to the agency are currently being answered within 15 minutes, with about 9 million calls per year directed to a non-human 'congestion' voicemail message.
• When call volumes reach a high level, Services Australia activates a 'congestion messaging' feature, where an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.
• Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

We hope this situation will improve soon for everyone.

Members, have you ever had to endure frustratingly long waiting times just to speak with a Centrelink representative? How did that situation play out for you? Please share your experiences and stories with us in the comments section below!

Medicare is exactly the same - all I wanted to enquire about was a refund for my overpaying on my PBS prescriptions - all I got in reply was "go to an app." I don't know how to do that so I rang the help number and a kind gentleman ( a human being) looked up my reference no. and told me they are behind in their work and it will still be another 2 weeks before I get my refund. Not Happy Jane.

 

[SallyAnnME]

No use blaming the previous Government as they are not in power now. Blame the Labour Government for what is happning now under their watch Period.!
How long have they been in power to date and what did they do about it if there was an anomaly.? They were going to fix everything up if elected and what did they do instead.? ZILCH.
All BS by professional Politicians where they Talk The Talk BUT DO NOT Walk The Walk.
I AM AN APOLITICAL person and don't care who is in Government as I believe that all Politicians are just tarred with the same brush and the only different between them is the colour of the feathers they have upon them either at birth or after attending Universities where most of them get brainwashed.

I agree with you completely, but we need to recognise that it is not the worker's fault & blaming them does not solve the problem.
I, too, am Apolitical (thanks, by the way, I love this; I have been looking for a way to describe myself for a long time ).

 

[Tamaya]

I remember the times years ago when one would dial a number and a real person answered after 2 rings to assist. I will go in person to Centrelink to make an appointment because their website does no longer have calendar access functioning either.

 

[Gsr]

As I have stated previously, the government wants older people to go back to work, why not lead by example and employ some seniors in Services Australia. We have so much to offer, we wouldn’t need much training, we have all been on the end of the current unacceptable quality of service, so I’m sure would have more empathy with anyone who is in need of help. Seniors are the untapped resource that could do a lot of good for the countries economic woes, if only we could get a fair go at being employed. I am currently employed in a part time position, 3 days a week, shortly dropping to 2 days a week due to progressing arthritis making it hard for me to continue working. My choice to drop days. Hubby and I are pensioners so will probably still get close to the same money each fortnight, just means the government will have to pay us more. And why not? hubby worked for over 50 years in heavy industry, until his health wouldn’t let him work anymore. I have worked for over 54 years with just 3 years break when our kids were born, mostly in nursing and customer service jobs which involve being on my feet all day, so I figure it is time to step back and let the younger generation get off their butts and work.

 

[I'm Mal]

Many seniors rely on Centrelink for vital government services and payments. But recently, there has been growing concern over outrageously long wait times that seniors face when trying to contact Centrelink by phone or have their claims processed.

Despite Centrelink receiving fewer calls this year, the agency's performance in answering calls and processing claims has 'deteriorated'.

Only 60 per cent of calls are being answered within 15 minutes, with 9 million calls annually met with a voicemail asking callers to try again later due to high demand.

In July and August of this year, the agency received a total of 8 million calls. Of these, 2.8 million calls resulted in a congestion message, indicating the call queue was full. Among these calls, 1.8 million were successfully answered by a representative, while 800,000 were terminated by the customers themselves.

To those unfamiliar, when call volumes reach a high level, Services Australia activates a 'congestion messaging' feature. Here, an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.

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

View attachment 33077

Services Australia officials were grilled during a Senate Estimates hearing as shocking wait times for Centrelink customers were revealed. Credit: Shutterstock.

Senators made no attempt to hide their disbelief during the hearings over the agency's lack of improvement.

'Even with that decrease in the number of calls, your performance on serving those calls has declined?' Senator Janet Rice asked pointedly.

'Is there anything that's improved?'

Chris Birrer, the Chief Executive of Services Australia, acknowledged that the current situation fell short of their Key Performance Indicators (KPIs).

He explained, 'We would like to have better customer service performance in a number of measures, and we've discussed some this morning. We're working to be as efficient and as disciplined as we can within the resources that we have.'

He also noted that the period between July and August tends to be busier due to the tax season, which results in a higher volume of claims.

Birrer also attributed the decline in call volume to increased usage of the myGov app, as well as a decrease in pandemic and natural disaster-related inquiries.

Just a few months ago, we reported that Centrelink's workforce struggled to keep up with demand as millions of Aussies grappled with the cost-of-living crisis.

Recent figures reveal that the average wait time for all social security and welfare calls to Centrelink has 'skyrocketed' from 14 minutes and 14 seconds during the 2021-22 financial year to 20 minutes and 22 seconds this financial year.

However, Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

'Centrelink saying there is a 30-minute wait. Haha! It's actually 3-4 hours and won't help anyone,' posted one mum.

She added: 'No one is qualified! Have been waiting for help for eight weeks. Paid taxes all our lives. This system is broken.'

Even members here at the SDC can't help but air out their frustrations with Centrelink's increasingly long wait times.

'I don't know where 28 minutes came from. I was waiting 65 minutes last week,' said member @Suzanne rose, adding: 'The worst thing is waiting over an hour and then it disconnects.'

Member @MaggieMay1948 also commented, 'I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus.'

'Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to be transferred and start the whole waiting game again! Centrelink is horrendous.'

Member @Southmelbswans also ranted, 'Wow, 20 minutes. I should be so lucky! Waited all day until the lights were turned off and the phone disconnected!'

Key Takeaways

• Top officials from Services Australia, which oversees Centrelink, have failed to explain why wait times have increased despite a reduction in the number of calls to the agency.
• Roughly 60 per cent of calls to the agency are currently being answered within 15 minutes, with about 9 million calls per year directed to a non-human 'congestion' voicemail message.
• When call volumes reach a high level, Services Australia activates a 'congestion messaging' feature, where an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.
• Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

We hope this situation will improve soon for everyone.

Members, have you ever had to endure frustratingly long waiting times just to speak with a Centrelink representative? How did that situation play out for you? Please share your experiences and stories with us in the comments section below!

It's more than a bit rich that a senate enquiry is in disbelief of a major government department's poor performance, when the real problem is the gross incompetence of the current clowns who lied their way into office and who have no idea how to govern. A leader who is always on holidays rubbing shoulders with the rich and powerful, trying to impress them and a treasurer who can't even count. No wonder major government departments are failing.

 

[Paul Kitterringham]

Many seniors rely on Centrelink for vital government services and payments. But recently, there has been growing concern over outrageously long wait times that seniors face when trying to contact Centrelink by phone or have their claims processed.

Despite Centrelink receiving fewer calls this year, the agency's performance in answering calls and processing claims has 'deteriorated'.

Only 60 per cent of calls are being answered within 15 minutes, with 9 million calls annually met with a voicemail asking callers to try again later due to high demand.

In July and August of this year, the agency received a total of 8 million calls. Of these, 2.8 million calls resulted in a congestion message, indicating the call queue was full. Among these calls, 1.8 million were successfully answered by a representative, while 800,000 were terminated by the customers themselves.

To those unfamiliar, when call volumes reach a high level, Services Australia activates a 'congestion messaging' feature. Here, an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.

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

View attachment 33077

Services Australia officials were grilled during a Senate Estimates hearing as shocking wait times for Centrelink customers were revealed. Credit: Shutterstock.

Senators made no attempt to hide their disbelief during the hearings over the agency's lack of improvement.

'Even with that decrease in the number of calls, your performance on serving those calls has declined?' Senator Janet Rice asked pointedly.

'Is there anything that's improved?'

Chris Birrer, the Chief Executive of Services Australia, acknowledged that the current situation fell short of their Key Performance Indicators (KPIs).

He explained, 'We would like to have better customer service performance in a number of measures, and we've discussed some this morning. We're working to be as efficient and as disciplined as we can within the resources that we have.'

He also noted that the period between July and August tends to be busier due to the tax season, which results in a higher volume of claims.

Birrer also attributed the decline in call volume to increased usage of the myGov app, as well as a decrease in pandemic and natural disaster-related inquiries.

Just a few months ago, we reported that Centrelink's workforce struggled to keep up with demand as millions of Aussies grappled with the cost-of-living crisis.

Recent figures reveal that the average wait time for all social security and welfare calls to Centrelink has 'skyrocketed' from 14 minutes and 14 seconds during the 2021-22 financial year to 20 minutes and 22 seconds this financial year.

However, Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

'Centrelink saying there is a 30-minute wait. Haha! It's actually 3-4 hours and won't help anyone,' posted one mum.

She added: 'No one is qualified! Have been waiting for help for eight weeks. Paid taxes all our lives. This system is broken.'

Even members here at the SDC can't help but air out their frustrations with Centrelink's increasingly long wait times.

'I don't know where 28 minutes came from. I was waiting 65 minutes last week,' said member @Suzanne rose, adding: 'The worst thing is waiting over an hour and then it disconnects.'

Member @MaggieMay1948 also commented, 'I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus.'

'Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to be transferred and start the whole waiting game again! Centrelink is horrendous.'

Member @Southmelbswans also ranted, 'Wow, 20 minutes. I should be so lucky! Waited all day until the lights were turned off and the phone disconnected!'

Key Takeaways

• Top officials from Services Australia, which oversees Centrelink, have failed to explain why wait times have increased despite a reduction in the number of calls to the agency.
• Roughly 60 per cent of calls to the agency are currently being answered within 15 minutes, with about 9 million calls per year directed to a non-human 'congestion' voicemail message.
• When call volumes reach a high level, Services Australia activates a 'congestion messaging' feature, where an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.
• Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

We hope this situation will improve soon for everyone.

Members, have you ever had to endure frustratingly long waiting times just to speak with a Centrelink representative? How did that situation play out for you? Please share your experiences and stories with us in the comments section below!

I waited all day being constantly told to try again later then had to

 

[Macarj]

I put my aged pension application in on 8th June this year. It is now 17 weeks since I applied. Two weeks ago I had to attend a Centrelink office in person to supply originals of my application ID's.

When I asked how much longer it is likely to be, the girl who assisted me said she had no idea, she was only there to verify I am me.

I am still waiting, with no income, burning through my savings.

I put my request for pension in 3months prior to due date as the government suggests 4 months later got the result and it was wrong no use trying to talk to the pension people because you can't contact them you have to go to a centrelink office and they contact the pension people and give them my phone number then the pension people ring me so I phoned my local member and it was all fixed within 1 day I don't blame the workers they were very nice both at centrelink and the lady I spoke to at the pension place

 

[MikePhoto]

Many seniors rely on Centrelink for vital government services and payments. But recently, there has been growing concern over outrageously long wait times that seniors face when trying to contact Centrelink by phone or have their claims processed.

Despite Centrelink receiving fewer calls this year, the agency's performance in answering calls and processing claims has 'deteriorated'.

Only 60 per cent of calls are being answered within 15 minutes, with 9 million calls annually met with a voicemail asking callers to try again later due to high demand.

In July and August of this year, the agency received a total of 8 million calls. Of these, 2.8 million calls resulted in a congestion message, indicating the call queue was full. Among these calls, 1.8 million were successfully answered by a representative, while 800,000 were terminated by the customers themselves.

To those unfamiliar, when call volumes reach a high level, Services Australia activates a 'congestion messaging' feature. Here, an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.

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

View attachment 33077

Services Australia officials were grilled during a Senate Estimates hearing as shocking wait times for Centrelink customers were revealed. Credit: Shutterstock.

Senators made no attempt to hide their disbelief during the hearings over the agency's lack of improvement.

'Even with that decrease in the number of calls, your performance on serving those calls has declined?' Senator Janet Rice asked pointedly.

'Is there anything that's improved?'

Chris Birrer, the Chief Executive of Services Australia, acknowledged that the current situation fell short of their Key Performance Indicators (KPIs).

He explained, 'We would like to have better customer service performance in a number of measures, and we've discussed some this morning. We're working to be as efficient and as disciplined as we can within the resources that we have.'

He also noted that the period between July and August tends to be busier due to the tax season, which results in a higher volume of claims.

Birrer also attributed the decline in call volume to increased usage of the myGov app, as well as a decrease in pandemic and natural disaster-related inquiries.

Just a few months ago, we reported that Centrelink's workforce struggled to keep up with demand as millions of Aussies grappled with the cost-of-living crisis.

Recent figures reveal that the average wait time for all social security and welfare calls to Centrelink has 'skyrocketed' from 14 minutes and 14 seconds during the 2021-22 financial year to 20 minutes and 22 seconds this financial year.

However, Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

'Centrelink saying there is a 30-minute wait. Haha! It's actually 3-4 hours and won't help anyone,' posted one mum.

She added: 'No one is qualified! Have been waiting for help for eight weeks. Paid taxes all our lives. This system is broken.'

Even members here at the SDC can't help but air out their frustrations with Centrelink's increasingly long wait times.

'I don't know where 28 minutes came from. I was waiting 65 minutes last week,' said member @Suzanne rose, adding: 'The worst thing is waiting over an hour and then it disconnects.'

Member @MaggieMay1948 also commented, 'I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus.'

'Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to be transferred and start the whole waiting game again! Centrelink is horrendous.'

Member @Southmelbswans also ranted, 'Wow, 20 minutes. I should be so lucky! Waited all day until the lights were turned off and the phone disconnected!'

Key Takeaways

• Top officials from Services Australia, which oversees Centrelink, have failed to explain why wait times have increased despite a reduction in the number of calls to the agency.
• Roughly 60 per cent of calls to the agency are currently being answered within 15 minutes, with about 9 million calls per year directed to a non-human 'congestion' voicemail message.
• When call volumes reach a high level, Services Australia activates a 'congestion messaging' feature, where an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.
• Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

We hope this situation will improve soon for everyone.

Members, have you ever had to endure frustratingly long waiting times just to speak with a Centrelink representative? How did that situation play out for you? Please share your experiences and stories with us in the comments section below!

I went onto age pension earlier this year and was quite disappointed at how my listing was received after over 40 years of hard work with no unemployment benefits. I recently had a payment delayed that I rely on and do not know when it will be payed I think if Centerlink cannot cope... that age retirement pensions should be handled by a competent authority that can! I had a period of 8 years not working as I had cancer where I received nothing also!

 

[JustPat]

We recently had the automated message drama trying to get through starting at 9.00 am and got through on the stroke of 5.00 pm and the staff member who answered saw we had done what we had supposed to do but the email we received said we had not and the benefit would be suspended (it was for a disabled son) but then she saw we had done but could not resolve the problem then and there as she was about to close down to go home and take care of it of Monday we phoned Friday - over a week ago now) and still have heard nothing as to if anything has been done about the problem. Then there is the issue of my claim last August I put a claim in for job search and disability (my husband has since received disability allowance and disability payment for looking after me) but my claim for either is still being assessed so between us we are surviving on just over $900/fortnight and the payout he got from his job after having a mental breakdown and been giving the choice to resign or be fired. His 16 years of loyalty and hard work to the company meant nothing and considering it was his work (12 hour shifts night and day shifts and sometimes doing both in the same week and working every second weekend and sometimes working 7 or more days or nights straight) which help to contribute to his break down and this had been the only incident of wrong doing he had done during his tenure there.

 

[Gaena]

I was advised by our local centrelink to make an appointment to come down in person. When I asked for the address they had to put me on hold as they didn't even know the address where they worked.
Another time I enquired about and asset update that I submitted 3 months prior. Someone had forgot to"ok "the submission with just one click of the mouse.
What hope do we have.

Our closest Centerlink is over 75KM away, so with the round trip being 150km the whole excercise is a lengthy day trip. Telephone access to make an appointment is limited by activity on the network and that drops out constantly so making an appointment by phone can take a couple of days of trying I have been refused access to see a customer service rep when just walking into centerlink without a prior appointment. Using the on-line services confuse the hell out me, I just want to see someone and have a real conversation with a real human, preferably one that knows what they are doing and can actually help.

 

[riskydave]

Many seniors rely on Centrelink for vital government services and payments. But recently, there has been growing concern over outrageously long wait times that seniors face when trying to contact Centrelink by phone or have their claims processed.

Despite Centrelink receiving fewer calls this year, the agency's performance in answering calls and processing claims has 'deteriorated'.

Only 60 per cent of calls are being answered within 15 minutes, with 9 million calls annually met with a voicemail asking callers to try again later due to high demand.

In July and August of this year, the agency received a total of 8 million calls. Of these, 2.8 million calls resulted in a congestion message, indicating the call queue was full. Among these calls, 1.8 million were successfully answered by a representative, while 800,000 were terminated by the customers themselves.

To those unfamiliar, when call volumes reach a high level, Services Australia activates a 'congestion messaging' feature. Here, an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.

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

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Services Australia officials were grilled during a Senate Estimates hearing as shocking wait times for Centrelink customers were revealed. Credit: Shutterstock.

Senators made no attempt to hide their disbelief during the hearings over the agency's lack of improvement.

'Even with that decrease in the number of calls, your performance on serving those calls has declined?' Senator Janet Rice asked pointedly.

'Is there anything that's improved?'

Chris Birrer, the Chief Executive of Services Australia, acknowledged that the current situation fell short of their Key Performance Indicators (KPIs).

He explained, 'We would like to have better customer service performance in a number of measures, and we've discussed some this morning. We're working to be as efficient and as disciplined as we can within the resources that we have.'

He also noted that the period between July and August tends to be busier due to the tax season, which results in a higher volume of claims.

Birrer also attributed the decline in call volume to increased usage of the myGov app, as well as a decrease in pandemic and natural disaster-related inquiries.

Just a few months ago, we reported that Centrelink's workforce struggled to keep up with demand as millions of Aussies grappled with the cost-of-living crisis.

Recent figures reveal that the average wait time for all social security and welfare calls to Centrelink has 'skyrocketed' from 14 minutes and 14 seconds during the 2021-22 financial year to 20 minutes and 22 seconds this financial year.

However, Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

'Centrelink saying there is a 30-minute wait. Haha! It's actually 3-4 hours and won't help anyone,' posted one mum.

She added: 'No one is qualified! Have been waiting for help for eight weeks. Paid taxes all our lives. This system is broken.'

Even members here at the SDC can't help but air out their frustrations with Centrelink's increasingly long wait times.

'I don't know where 28 minutes came from. I was waiting 65 minutes last week,' said member @Suzanne rose, adding: 'The worst thing is waiting over an hour and then it disconnects.'

Member @MaggieMay1948 also commented, 'I've waited around 1.5 hours more times than I can remember. 20 mins would be a bonus.'

'Plus, I've ended up several times with someone who couldn't help me (inexperienced? Lack of training?) and had to be transferred and start the whole waiting game again! Centrelink is horrendous.'

Member @Southmelbswans also ranted, 'Wow, 20 minutes. I should be so lucky! Waited all day until the lights were turned off and the phone disconnected!'

Key Takeaways

• Top officials from Services Australia, which oversees Centrelink, have failed to explain why wait times have increased despite a reduction in the number of calls to the agency.
• Roughly 60 per cent of calls to the agency are currently being answered within 15 minutes, with about 9 million calls per year directed to a non-human 'congestion' voicemail message.
• When call volumes reach a high level, Services Australia activates a 'congestion messaging' feature, where an automated voice answers the call and informs the caller that online services are accessible before disconnecting the call.
• Australians who rely on Centrelink services have reported even longer wait times, prompting many to express their frustration on social media.

We hope this situation will improve soon for everyone.

Members, have you ever had to endure frustratingly long waiting times just to speak with a Centrelink representative? How did that situation play out for you? Please share your experiences and stories with us in the comments section below!

Does this government even know we have "Centrelink". It does not know we have much else.

 

[Jennyharris859]

Might be interesting to see how many members actually got through to Centrelink in a short time and had their query resolved quickly!

 

[Heddy]

Centrelink call logs below, just to make an appointment. Firstly after calling & making a mistake with my Centrelink number, I hung up & tried again, the robot kept saying, I can see you have tried calling, we're busy lalala thank you goodbye, several times during that day I retried & got the same response.... When I did get through after almost 2 hours, my problem was not resolved.

Seriously fedup.

Heather

 

[Kelpie]

I think one of the reasons with Centrelink is that they have flexible work hours which means they have to work 38 hours in any way that they think fit so you have an office with lets say 50 people they all vary their work hours in any way they like provide it is within the regular office hours. Some days there will be 30 people there and other days there may be only twenty which causes the blockages which occur.

Why are they allowed to do as such and be treated in a different way than people who works for non Government institutions.?
Whye aren't they working every day of the week for a certain specified amount of hours like nearly everyone else does.?

 

[Kelpie]

I agree with you completely, but we need to recognise that it is not the worker's fault & blaming them does not solve the problem.
I, too, am Apolitical (thanks, by the way, I love this; I have been looking for a way to describe myself for a long time ).

As they say back in my country "You can see the good day from the morning when you wake up. And that is true.
And workers also have to take responsibilty for their work and what they are supposed to be doing. Yet again there is another simple way of putting it. "YOU LEAD BY EXAMPLE" Think about it.
In regard to the way people are working there, well let me tell you something. A few months back I went to the Dr and the girl working there instead of putting my refund into my bank account she stuffed up and then told me to get my receipt and take it to Centrelink. I followed her instruction and went to Centrelink. I waited and waited and waited for about an hour until someone decided to come over and ask me what I wanted. This woman was talking while standing up with another two women at the time and I gave her my DR receipt she gave me a form to fill out and than had to wait again for her to come back because she went back talking to the other two women. When she did she said she would send it away but I had to wait for two or three months for it to be processed. You can't tell me that it would have taken so long to do something, let alone coming over and talk to me.
TO THIS DAY, AFTER MANY MONTHS I STILL HAVE NOT RECEIVED MY REFUND, and I will not go back in there again.
Now tell who is the one to blame for that.?

 

[Heddy]

Why are they allowed to do as such and be treated in a different way than people who works for non Government institutions.?
Whye aren't they working every day of the week for a certain specified amount of hours like nearly everyone else does.?

Regardless, they provide a service, not charity. This wait time makes me and perhaps others feel less important than people who do not use Centrelink.

 

[MRS PERKY]

I put my aged pension application in on 8th June this year. It is now 17 weeks since I applied. Two weeks ago I had to attend a Centrelink office in person to supply originals of my application ID's.

When I asked how much longer it is likely to be, the girl who assisted me said she had no idea, she was only there to verify I am me.

I am still waiting, with no income, burning through my savings.

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