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!

 

[Littleboy8]

I applied for the aged pension on September 18th 2023. I had submitted all my paperwork. I received weekly SMS updates stating my application was in progress. I eventually had to contact them at the end of November after waiting 50 minutes for someone to answer. I was very lucky I rang on that day because I talked to a lovely man who also happened to be doing processing applications that day. He had a look at my application and rang me a few hours later stating that my application had been approved. I received the back pay the next week and my pension payment this week. If I hadn't rung, I would still be waiting, so even though I had to wait 50 minutes it was worth it.

Happy ending goodonice to

 

[Mookabird]

Happy ending goodonice to

Yes I was so happy to have it finalised at last, who knows how much longer I had to wait if I had not called them.

 

[Gsr]

My solution would be to approve every claim as soon as it is received, start paying the benefit, then spend time finding out whether it is ok or shonky. First, people would not be waiting with no money, second, it would make the Centrelink staff smarten up and get the claims processed, third, no one would have to wait on the phone for so long then be told to call back later and hung up on, or to eventually get to speak to someone only to be told they can’t help you. Any claims that turn out to be dodgy would be sorted fairly quickly, so the amount of money paid out incorrectly would be negligible in the overall scheme of things. Benefits could be started at a percentage of the full amount, say 75 percent, this could then be adjusted and back pay given if applicable once the claim is processed. At least customers would have some money to live on in the meantime. I doubt any politician would have enough nous to come up with a scheme like this.

 

[Veggiepatch]

In 2018, I had the choice of working as a Customer Service Officer for either Centrelink, the ATO or NDIA, the agency for the NDIS. I chose the latter primarily due to my experience in the disability sector and I thought the chance of verbal abuse would be less. About 95% of my callers were appreciative of the service, mainly due to the wait time averaging about 5 minutes. So where does Centrelink get it so wrong?

 

[anne2162]

In 2018, I had the choice of working as a Customer Service Officer for either Centrelink, the ATO or NDIA, the agency for the NDIS. I chose the latter primarily due to my experience in the disability sector and I thought the chance of verbal abuse would be less. About 95% of my callers were appreciative of the service, mainly due to the wait time averaging about 5 minutes. So where does Centrelink get it so wrong?

They must be employing idiots or perhaps these people just turn up to have coffee/tea and talk all day.

 

[Kelpie]

I applied for the aged pension on September 18th 2023. I had submitted all my paperwork. I received weekly SMS updates stating my application was in progress. I eventually had to contact them at the end of November after waiting 50 minutes for someone to answer. I was very lucky I rang on that day because I talked to a lovely man who also happened to be doing processing applications that day. He had a look at my application and rang me a few hours later stating that my application had been approved. I received the back pay the next week and my pension payment this week. If I hadn't rung, I would still be waiting, so even though I had to wait 50 minutes it was worth it.

Well done. Congratulations. A story with a good ending.

 

[Kelpie]

They must be employing idiots or perhaps these people just turn up to have coffee/tea and talk all day.

I believe that perhaps there are still people working from home and when that is allowed to happen there is a very high percentage that the wheels of the system are falling apart.
It happen to me tody that I rang a Bank and I was waiting and waiting and waiting while talking to a computer who constantly repeated the same thing over and over again asking me to press a number which I did and it kept on coming back to me asking me the same question and to press that number again. I was on the phone for at least 1/2 hour or more talking to this computer and I lost it. I swore aloud and immediatley after a woman came on the phone asking me what she could do for me while at the same time I could hear a dog barking in the background. I HUNG UP. I then thought abour ringing someone and telling them what happened but then I thought I would be wasting more of my tme.
IMHO I fully believe that this working from home is now overstepped it's mark and people should be made to go back to the office. You will soon find out that the waiting time and the efficiency of any departments will soon return to what we have been used to a long time ago.

 

[Veggiepatch]

They must be employing idiots or perhaps these people just turn up to have coffee/tea and talk all day.

Contrary to popular belief, I am not an idiot nor do I drink coffee or tea. You have to do better than that. A poorly disguised barb that wasn't sharp enough.

 

[Rob44]

Is this what they call 'JOB SKILLING' or something similar? The Water Authority started this about 18 years ago with the idea the person who normally does a certain job could be away & there would still be someone there to do that task. This was critical when laying pipes for example where alignment & levels were important.

The problem with Centrelink is that it is a privatised company and that means that service is second to profits. Which is a gormless way of organising pensions, dole etc. However, John Howard's brainchild's what would one expect?

 

[Rob44]

Have called Centrelink many times and the wait time is several hours.
Their online service is the most un user friendly service I've ever used. Most options never fit what criteria that you need, and there are no options for other statements categories. I usually have to end up going into the office for assistance which is usually not very helpful. Most staff are new and don't know how the system works. Most of the good staff with the knowledge have been offered packages and left, so there is no one left who knows how it works and what to do. I wonder whether this is deliberate to discourage people to use the Centrelink Office. They always say that you can do it online. HA HA!! You need a degree to even work out what to do and sometimes this wouldn't even help. ONE VERY FRUSTRATED CUSTOMER.

But....but.....but his is the modern DIGITAL age of no paper and greater efficiency and productivity, isn't it?

 

[Veggiepatch]

The problem with Centrelink is that it is a privatised company and that means that service is second to profits. Which is a gormless way of organising pensions, dole etc. However, John Howard's brainchild's what would one expect?

The NDIA is controlled by the international company Serco. I can't speak for Centrelink, the Child Support Agency, ATO or Medicare as I've never worked for them. But probably.

 

[Ezzy]

My solution would be to approve every claim as soon as it is received, start paying the benefit, then spend time finding out whether it is ok or shonky. First, people would not be waiting with no money, second, it would make the Centrelink staff smarten up and get the claims processed, third, no one would have to wait on the phone for so long then be told to call back later and hung up on, or to eventually get to speak to someone only to be told they can’t help you. Any claims that turn out to be dodgy would be sorted fairly quickly, so the amount of money paid out incorrectly would be negligible in the overall scheme of things. Benefits could be started at a percentage of the full amount, say 75 percent, this could then be adjusted and back pay given if applicable once the claim is processed. At least customers would have some money to live on in the meantime. I doubt any politician would have enough nous to come up with a scheme like this.

I like your idea in principle but wonder:-
1). This is our money (taxpayers) that is being paid to those people.
2). Given that waiting times for benefits currently run into several months, how can those spoken of be fast- tracked without penalizing other applicants in the system already?
3.) Does the system set a time limit for payment of those benefits @ a % of full payment before full payments take affect?
4). Recouping the payments to ineligible applicants will only add to the workload of those OVERWORKED Centrelink staff, will it not? How will they cope?

I fully endorse your statement about any any politician.

 

[Ezzy]

I applied for the aged pension on September 18th 2023. I had submitted all my paperwork. I received weekly SMS updates stating my application was in progress. I eventually had to contact them at the end of November after waiting 50 minutes for someone to answer. I was very lucky I rang on that day because I talked to a lovely man who also happened to be doing processing applications that day. He had a look at my application and rang me a few hours later stating that my application had been approved. I received the back pay the next week and my pension payment this week. If I hadn't rung, I would still be waiting, so even though I had to wait 50 minutes it was worth it.

Congratulations on your achievement. Enjoy retirement.

 

[Kelpie]

The problem with Centrelink is that it is a privatised company and that means that service is second to profits. Which is a gormless way of organising pensions, dole etc. However, John Howard's brainchild's what would one expect?

There has been many changes since Howard brainchild was released and none of the other PMs did anything about it. So don't blame the designer/inventor because every new inventions needs to be ticked a little every now and then to make it work properly. None of them did anything about it including some from the left and others from the right, and that is the main problem.

 

[Tamaya]

I applied for the aged pension on September 18th 2023. I had submitted all my paperwork. I received weekly SMS updates stating my application was in progress. I eventually had to contact them at the end of November after waiting 50 minutes for someone to answer. I was very lucky I rang on that day because I talked to a lovely man who also happened to be doing processing applications that day. He had a look at my application and rang me a few hours later stating that my application had been approved. I received the back pay the next week and my pension payment this week. If I hadn't rung, I would still be waiting, so even though I had to wait 50 minutes it was worth it.

I personally would recommend always having a face to face meeting. Try to go in person to Centrelink, and ask for an appointment to discuss whatever. If they can, someone will see you there and then, if not, you will receive an appointment to come back. Make sure you have your calendar with you so that you can agree with their proposed time on the spot. I have been seeing them regarding the use of my workbonus and they are incredibly supportive as soon as you seat in front of them Well done and congratulations in securing your pension.

 

[Veggiepatch]

In 2018, I had the choice of working as a Customer Service Officer for either Centrelink, the ATO or NDIA, the agency for the NDIS. I chose the latter primarily due to my experience in the disability sector and I thought the chance of verbal abuse would be less. About 95% of my callers were appreciative of the service, mainly due to the wait time averaging about 5 minutes. So where does Centrelink get it so wrong?

Further to this, when you answer a call, the wait time is displayed at the bottom of one of dual computer monitors, in addition to the call duration after you answer.

 

[deni67]

I have a couple of tips when it comes to dealing with Centerlink.
First of all if I have to speak to them I start calling around 6.15am.
As i'm in Adelaide they open their doors and phone lines around 7am
I have always had someone to speak to relatively quickly as they are
just starting work, I just hit redial over and over again..

Secondly, and this one is a bit cheeky, when I get through and I have to press the buttons to get through to the department I need I always hit a button that I know won't be as busy as some.
For example, and please don't take this the wrong way as it's not meant to sound racist at all, but i'll push the button for the indigenous line, this line is never usually busy, or i'll hit the button for the education line, again doing this early in the morning.
Once they answer I apologise for pushing the wrong key but they always help me..

Maybe try these tricks and if you can think of anymore then please let us know!

 

[Veggiepatch]

I have a couple of tips when it comes to dealing with Centerlink.
First of all if I have to speak to them I start calling around 6.15am.
As i'm in Adelaide they open their doors and phone lines around 7am
I have always had someone to speak to relatively quickly as they are
just starting work, I just hit redial over and over again..

Secondly, and this one is a bit cheeky, when I get through and I have to press the buttons to get through to the department I need I always hit a button that I know won't be as busy as some.
For example, and please don't take this the wrong way as it's not meant to sound racist at all, but i'll push the button for the indigenous line, this line is never usually busy, or i'll hit the button for the education line, again doing this early in the morning.
Once they answer I apologise for pushing the wrong key but they always help me..

Maybe try these tricks and if you can think of anymore then please let us know!

I like the way you work the system. There are two NDIA call centres for the whole of Australia and both are based in Victoria, one in Dandenong and the other in Woop Woop or something. Lines open at 8.00 am AEST and close at 5.00 pm AEST but are open later for the benefit of South and Western Australian customers, closing officially at 8.00 pm AEST. However, if your line, landline or mobile, in Victoria, Tasmania or New South Wales, don't bother calling outside the 8 to 5 hours. The system detects somehow the origin of your call and blocks you, even in no caller ID mode. Tried it myself as I though it was a furphy.

 

[deni67]

I like the way you work the system. There are two NDIA call centres for the whole of Australia and both are based in Victoria, one in Dandenong and the other in Woop Woop or something. Lines open at 8.00 am AEST and close at 5.00 pm AEST but are open later for the benefit of South and Western Australian customers, closing officially at 8.00 pm AEST. However, if your line, landline or mobile, in Victoria, Tasmania or New South Wales, don't bother calling outside the 8 to 5 hours. The system detects somehow the origin of your call and blocks you, even in no caller ID mode. Tried it myself as I though it was a furphy.

Thank you for that and my apologies, it shows when the last time I called Centrelink was lol..
My daughter does though and I told her to start calling 15 minutes before their lines open and it has always worked for her, luckily she's in Western Australia and i'm in South Australia if we do have to call so we don't get locked out, although I have never heard of that, it sounds like it sucks though!

 

[deni67]

The one thing, and it's the only thing, i'm grateful for, is that Centrelink isn't an overseas call center, I HATE those places with a passion.
My internet company which is also my mobile phone company call centres are based overseas.
If I have to contact them I do it strictly by email or I go to their Facebook page and send them a message, that, along with my banks Facebook page get my problems sorted within hours.
I'm afraid I find it very hard to understand overseas call centre folks, some of their accents are just to heavy for me!