Discover which Centrelink payments are prone to frustrating delays—is yours on the list?

Navigating the world of Centrelink payments can often feel like a challenge, especially for those who have come to rely on these services.

The promise of timely financial support is crucial, yet recent data suggest that Centrelink's efficiency is far from ideal.



For the first four months of 2024, it was reported that only 43 per cent of Centrelink claims were processed on time.

The 'agreed timeliness standard' that Centrelink aspires to meet remains somewhat mysterious, as Services Australia has not fully clarified what this standard entails.

However, the figures speak volumes, revealing a system struggling under the weight of demand.


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Only 43 per cent of Centrelink claims were processed on time in the first four months of 2024. Image source: Shutterstock



For instance, Youth Allowance Apprentice claims are at the bottom of the punctuality pile, with a mere 10 per cent processed on time.

This is a concerning statistic for young apprentices who are often at the start of their careers and in need of timely financial support.



Austudy and Youth Allowance Student claims fare slightly better, but with only 23 and 29 per cent processed on time respectively, there's a clear indication that students are also facing frustrating delays.

For parents, the picture is equally disheartening. Parenting Payment Single claims have a 25 per cent on-time processing rate, while Parenting Payment Partnered and Dad and Partner Pay claims hover around the 28 to 29 per cent mark.

Percentage of Centrelink claims answered on time.jpeg

Services Australia Chief Executive David Hazlehurst has acknowledged the backlog and the department's efforts to address it.

He stated: ‘As I said in February, our first priority has been to clear the Agency's claims on hand—the backlog.’

‘At that time, I outlined that Social Security and Health claims on-hand went on to peak at 1.35 million in February.’



‘With the onboarding, training and now contribution, of more than 5,000 staff, we have been able to cut the backlog by more than half,’ Mr Hazlehurst added.

The backlog, as of 1 May, consisted of 1,522,706 claims, with nearly half languishing for over 120 days. Half of these claims—741,938—had been processed for over 120 days.

Disability Support Pension claims are particularly slow, averaging 107 days to process.

Average days it takes to process a Centrelink claim.jpeg

Age Pension and Carer Payment claims are also caught in the quagmire, taking 84 and 58 days on average, respectively.

The average processing time for all Centrelink claims was 41 days.

The strain on the system is further highlighted by the increased call wait times for Centrelink.



With over 33 million calls handled in the year to 31 March 2024, an increase from the previous year, the average wait time has ballooned to nearly 32 minutes.

This represents a significant increase from the previous year's 21-minute average, which is crucial for individuals awaiting their payments.

Despite these challenges, Mr Hazlehurst remains cautiously optimistic, stating, 'We have turned the corner, but we’re far from declaring victory.'

A 2023 report from the Auditor-General casts further doubt on the robustness of the methodology used to measure welfare claim processing timeliness.

It read: ‘The Department of Social Services and Services Australia’s processes for monitoring, reporting and continuously improving payment timeliness are partly effective.’

‘The methodology for measuring welfare claim processing timeliness is not robust.’
Key Takeaways

  • Centrelink payment times are under scrutiny, with only 43 per cent of claims processed on time in the first four months of the year, according to Services Australia.
  • Youth Allowance Apprentice claims had the lowest on-time processing rate at just 10 per cent.
  • Services Australia has acknowledged the backlog in claims and has hired over 5,000 new staff members to help address the issue.
  • The 2023 report from the Auditor-General indicates that while there has been some improvement, the methodology for measuring welfare claim processing timeliness is not robust, leaving room for further improvements in monitoring and reporting.
We'd love to hear from you in the comments below. Have you experienced delays with your Centrelink payments? How have you managed the waiting period? Share your experiences in the comments below!
 
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I have been waiting since January to register for the aged pension. Still not heard from them after contacting them to see what the delay is, they denied the claim. After ringing them they said it was a mistake and I had to fill out a complaint form which can take another month. Money running out now. Not a good service at all after 52 years of working, very disappointed
 
I have been waiting since January to register for the aged pension. Still not heard from them after contacting them to see what the delay is, they denied the claim. After ringing them they said it was a mistake and I had to fill out a complaint form which can take another month. Money running out now. Not a good service at all after 52 years of working, very disappointed
Same here- Applied Jan 9th 2024 for aged pension. Still waiting.
 
I have been waiting since January to register for the aged pension. Still not heard from them after contacting them to see what the delay is, they denied the claim. After ringing them they said it was a mistake and I had to fill out a complaint form which can take another month. Money running out now. Not a good service at all after 52 years of working, very disappointed
This may be of help to some who are going to apply for a pension, firstly if at all possible make your claim online this makes the process faster and easier for centerlink. Secondly, if you have a financial advisor 'use them' you are paying for them to look after your money so get them to assist with the application (they are usually happy to do so) after all they already know about your financial situation. If you are already registered with CL that will speed the process if not get registered early. Thirdly PLAN AHEAD start your application at least 5 to 6 months ahead of coming to retirement age.
I did all the things listed above and my application for the pension was approved in under 48 HRS I was very surprised and very happy, I'm not saying it will be the same for everyone but doing these things will help greatly.
 
This may be of help to some who are going to apply for a pension, firstly if at all possible make your claim online this makes the process faster and easier for centerlink. Secondly, if you have a financial advisor 'use them' you are paying for them to look after your money so get them to assist with the application (they are usually happy to do so) after all they already know about your financial situation. If you are already registered with CL that will speed the process if not get registered early. Thirdly PLAN AHEAD start your application at least 5 to 6 months ahead of coming to retirement age.
I did all the things listed above and my application for the pension was approved in under 48 HRS I was very surprised and very happy, I'm not saying it will be the same for everyone but doing these things will help greatly.
The system will only let you apply 13 weeks before your eligible date.
 
I had to do a 300km round trip to our nearest Centrelink office to report a change in circumstances. I had been trying to ring for months. The situation was quite complicated and didn't fit in with any of their standard internet questions.
I was then told I couldn't see anyone because I didn't have a appointment 🤷
Two weeks later, when I returned, I was told I should have reported this within 14 days. I won't repeat my response.
That was about six weeks ago
and I am still waiting for a response.
Pity they don't work within their own 14 day rule 🤦
 
This may be of help to some who are going to apply for a pension, firstly if at all possible make your claim online this makes the process faster and easier for centerlink. Secondly, if you have a financial advisor 'use them' you are paying for them to look after your money so get them to assist with the application (they are usually happy to do so) after all they already know about your financial situation. If you are already registered with CL that will speed the process if not get registered early. Thirdly PLAN AHEAD start your application at least 5 to 6 months ahead of coming to retirement age.
I did all the things listed above and my application for the pension was approved in under 48 HRS I was very surprised and very happy, I'm not saying it will be the same for everyone but doing these things will help greatly.
It's quite a few years since I went on the age pension, but I also applied about six months in advance. My pension started as soon as it was due.
No sense waiting until the last minute and then complaining about the wait. A bit of forward thinking is a good idea when dealing with govt depts.
 
I also wonder how long it takes for job seeker and abstudy payments?
 
wait times for them is still over 1 hour 40 mins My friend called them this morning and waited 2 hours 10 mins to speak to them they are telling lies 32 mins what a bloody joke
 
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Back in 2019, I went to Centrelink and applied for the age pension. To cut the story short, which included a total awakening of the lack of empathy of staff, the reluctance to help, and the resentment that I was even to apply, I got nowhere. Thus, I rang my federal member of the Parlement, which was the opposition at the time. I'm a swing voter and therefore only vote for the opposite party that I want to boot out the failed party. At the time it was a Labor senator. I never got to speak to him but his secretary took notes about my plight and said that he would get back to me after giving me assurances that it was my right to get an age pension since I was beyond the age range. It ended with a happy ending. I filled out the paperwork and 6 weeks later I ended in retirement. I miss the money when I worked though, but the body just can't do the work anymore. Otherwise, I'd still be out there....
 
yes I have applied twice the the DSP even after Centrelink told me to apply and when I did they still rejected it saying I need specialist reports to back everything up but some of the reports cost $400 to obtain so now I am trying to get said reports and now they have rejected My medical certificates as well .
 
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32 minutes wait time for phone calls.
HA!!
More like hours then they go home and leave you still waiting - Centrelink needs a bomb under it - almost useless. You are expected to let them know EVERYTHING within 14 days - how can you if you can't get through on the phone, can't get an appointment. WAKE UP CENTRELINK
 

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