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'm a bit confused now because I have been told that it's 13 weeks and now I am hearing that you should apply 6 months earlier
 
I'm a bit confused now because I have been told that it's 13 weeks and now I am hearing that you should apply 6 months earlier
It is 13 weeks, ignore them, maybe they applied years ago. If you go online to try to apply it will not let you as the system knows your eligibility date.
 
When my husband died in March this year, I was told it would be 8 to 9 weeks to get a death certificate and there could be a delay in giving me the single pension. After ringing for 4 days and still not getting Centrelink, I remembered that I could contact my local Federal Member, Angus Taylor, and his staff. My pension was upgraded in one week, and the Assistance Expenses were credited to my account. Your Local Federal Member is there to help you with any Federal problems and their staff is accommodating. It made my loss easier to bear.
 
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.
Whoohoo what wise, sensible and awesome advice! Thank you for sharing and I hope that your feedback will help others avoid waiting.
 
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Reactions: Ezzy
IF THERE IS SUCH A BACKLOG WITH CLAIMS, WHY DON'T CENTRELINK OFFER STAFF OVERTIME

ON A SATURDAY, WHEN THERE ARE NO INTERRUPTIONS BECAUSE THE BRANCHES ARE CLOSED,

IN AN EFFORT TO CATCH UP ON THE BACKLOG? THIS MAY COST A FEW $'s INITIALLY BUT IT

WOULD HELP ALLEVIATE THE PROBLEM. WOULDN'T IT?
 
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Reactions: mylittletibbies
All I have to say is thank goodness for our local Centrelink office where we can go and see friendly staff who do their best to sort out all the problems that occur in their system.
Their online service is useless for sorting out problems and their telephone service is either non-existent or too confusing.
 
  • Like
Reactions: Ezzy
IF THERE IS SUCH A BACKLOG WITH CLAIMS, WHY DON'T CENTRELINK OFFER STAFF OVERTIME

ON A SATURDAY, WHEN THERE ARE NO INTERRUPTIONS BECAUSE THE BRANCHES ARE CLOSED,

IN AN EFFORT TO CATCH UP ON THE BACKLOG? THIS MAY COST A FEW $'s INITIALLY BUT IT

WOULD HELP ALLEVIATE THE PROBLEM. WOULDN'T IT?
Such a good idea would require a few brains from someone in the hierarchy of the Centrelink Department and therein lies the problem.
 
I'm waiting on a Disability claim to be processed, which I lodged just over 3 months ago. Still waiting.
 
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Reactions: Ezzy
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
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
I HAVE NEVER HAD A PROBLEM with them. Fill everything out properly no problem.
form which can take another month. Money running out now. Not a good service at all after 52 years of working, very disappointed
 

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