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!

 

[anne2162]

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!

Being disabled doesn't allow me to go to their office I am sick of waiting so long on the phone and then disconnected as far as I'm concerned the government simply doesn't care and give me the impression that being aged and on a pension they seem to think we have nothing better to do than sit and wait, they don't care or even want to know that it takes us so much longer to get around. When I eventually received a human to speak with i asked to speak with her supervisor

 

[anne2162]

Being disabled doesn't allow me to go to their office I am sick of waiting so long on the phone and then disconnected as far as I'm concerned the government simply doesn't care and give me the impression that being aged and on a pension they seem to think we have nothing better to do than sit and wait, they don't care or even want to know that it takes us so much longer to get around. When I eventually received a human to speak with i asked to speak with her supervisor and was immediately disconnected.

 

[Veggiepatch]

Grilled Centrelink bosses? Not on my menu....

 

[Countryjohn]

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!

As an admin in a facebook help group for Services Aust (not an official group) I regularly see people that have been trying for days to get through. Some have been on hold for 6 to 7 hours and then the call drops out. I have been trying all this week and cannot get through. Can't even get passed the tossed off message. It's a disgrace that these times have not been resolved from th previous govt failure to act and now this govt is doing absolutely nothing about it. They need to sack management and get some proper staff at the top and employ more staff. Even trying at 8.00am when the offices open rarely works now. the figures quoted in the report from the senator is so far away from the truth..................

 

[Freeby60]

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 have endured endless problems with Centrelink, they tell you to download all your paperwork online with My Gov, which I have always done with my medical exemptions. You see ALL my medical/ specialists have filled out continuous letters stating that with all my injuries which I have had for 6 years now and is getting worse that I should be put on a disability pension but Centrelink have said NO. I am 63 years old. Every 3 months my doctor fills out a medical exemption and I have sent it through through My Gov, after a week and I still haven't heard back I have continuously called Centrelink to see why they haven't replied, but no-one answers, so frustrating I re submit my paperwork again and still nothing. I have had to make a trip into Centrelink office which is very painful for me and submit it again. this has happened for the last 10 months. The lady I spoke to yesterday said that all the online paperwork submitted goes into a big file and are dealt with when someone actually looks in there. So much for modern technology helping us elderly out. This is absolutely disgusting treating people like this.

 

[anne2162]

I have endured endless problems with Centrelink, they tell you to download all your paperwork online with My Gov, which I have always done with my medical exemptions. You see ALL my medical/ specialists have filled out continuous letters stating that with all my injuries which I have had for 6 years now and is getting worse that I should be put on a disability pension but Centrelink have said NO. I am 63 years old. Every 3 months my doctor fills out a medical exemption and I have sent it through through My Gov, after a week and I still haven't heard back I have continuously called Centrelink to see why they haven't replied, but no-one answers, so frustrating I re submit my paperwork again and still nothing. I have had to make a trip into Centrelink office which is very painful for me and submit it again. this has happened for the last 10 months. The lady I spoke to yesterday said that all the online paperwork submitted goes into a big file and are dealt with when someone actually looks in there. So much for modern technology helping us elderly out. This is absolutely disgusting treating people like this.

I can only pray that when Centrelink staff are either invalided or retired out they all suffer as badly as what we do and are still doing
May God bless us oldies and invalids.

 

[Plastic Druid]

When I first retired it took 9 months for my pension to be sorted out. I had to complete and return innumerable forms, just because I had a modest Superannuation Fund. The calculations were very simple and anyone who was able to look at the facts objectively could have sorted it out in 30 minutes. Eventually I got a phone call from a very nice lady who told me they had finished their review and it was all sorted. Sure enough, I got my first pension payment within 2 weeks. That was great, but why did it take 9 months? I don't think it's entirely fair to blame Centrelink's staff. They seem to mean well but are incredibly overworked. The question we should be asking is: "Who profited from the privatisation?"

 

[Tactful]

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!

Let's Centrelink bash. The first place staff numbers are cut is always at the front line. Staff are told to try to cut their customer phone calls short.
As an older Australian I expect to be able to ask all the questions I need to and have them answered. I do not want to be told to look it up on the website or go into the Office. If I need half an hour to have my needs addressed, then this is what must happen.
It is not unusual for Centrelink to not fill job vacancies, the remaining staff are just expected to pick up the additional workload. This is one organisation that really needs to be bottom-heavy with staff cuts happening from the top down.

 

[DLHM]

Grilled Centrelink bosses? Not on my menu....

No one wants to risk getting food poisoning.

 

[Romida]

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 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.

 

[rayjean4]

centrelink is an embarressment and always has .make promises year after year to address the issues which are glaringly obvious ,and have been pointed out to both sides of government,but still here we are disgussing and venting at one of the most important government services we need,it is clearly broken and needs imediate overhaul just like the federal job network failure,which has been broken for over 10 years.

 

[Honeybear]

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!

Yes called Centrelink three times in the one day. Waited for more than 60 mi each time and then was cut off , so I went into the Centrelink office only to be asked (did you make an appointment) so I said no I already called youll three times and got it cut off each time after making me wait.Then the nice guy said I am sorry about that but I’ll get someone to help you.

 

[GranniCaz]

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!

Wasted DAYS for seniors who can actually navigate and know where to source information before having the all “drop out”!
Paperwork “lost”! Constantly!
No promotion of services available for our Elders ( there is* as there should be, for disadvantaged and vulnerable … and even those who make poor life choices) those elders who are technologically challenged and/or do not have advocates ( and there are tens of thousands of Elders falling through the cracks of a broken system

 

[anne2162]

centrelink is an embarressment and always has .make promises year after year to address the issues which are glaringly obvious ,and have been pointed out to both sides of government,but still here we are disgussing and venting at one of the most important government services we need,it is clearly broken and needs imediate overhaul just like the federal job network failure,which has been broken for over 10 years.

Perhaps they should be made to wear uniforms to and from work and therefore be ridiculed by the public inpublic
When i worked in the ATO we were asked whether we wanted uniforms, many knew that they would be mocked in the Streets and the idea was laid to rest
If this were made compulsory perhaps the elderly would receive better communication with the now stupid staff who work there?

 

[johnnai]

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!

Have never had to wait 20 minutes! Always at least over an hour unless I give up and hang up disgusted!

 

[Dave C]

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 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.

 

[anne2162]

Wr

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.

We have no hope whatsoever except pray that that suffer as much as we do when and if they are lucky to reach that age

 

[YvetteH]

I’m still trying to sort out terminal disability for my husband who was terminal brain cancer and carers payment for myself

 

[London Lad]

Yes called Centrelink three times in the one day. Waited for more than 60 mi each time and then was cut off , so I went into the Centrelink office only to be asked (did you make an appointment) so I said no I already called youll three times and got it cut off each time after making me wait.Then the nice guy said I am sorry about that but I’ll get someone to help you.

Had a very similar experience about time on phone/then disconnected!!! " Use the App or go on line" was quoted time and time again by robot....I don't have the app on my phone...it comes out of a plug on my wall!! And I'm not that proficient on "online stuff" So I spend my time at CentreLink..nice coffee shop nearby!!!